HCS for Contact Center Solution Troubleshooting Tips
|Product||Problem Summary||Error Code or Summary||Condition||Possible Cause||Recommended Action|
|Domain Migration|| Change Domain in Instance |
management should migrate all Unified CCE components to new domain.
| Stop shutdown when AWDB services are started, after|
|—||—||After the domain migration, make sure the domain in AWDB and the instance names in all the unified CCE components are updated with the new domain.|
| Gateway being spanned and the Unified Communications Manager is configured to use gateway Media Termination Point|
| Error message Silent Monitor Session Failed is seen on the supervisor desktop. |
Error message No voice is
detected is seen in the silent monitor logs.
| MTP in|
use due to
| Mobile Agent uses G.729 codec and rest of the components uses G.711|
Manager uses default MTP instead of gateway MTP.
| Configure the following in gateway:|
dspfarm profile 2 MTP codec pass-through.
| Unified CCE|
| Stop shutdown when Logger|
services are started.
|Node Manager thread receives Shutdown Message.|| Cannot|
|SQL server is not associated with the Built-In administrator account of current domain.|| |
Log in to the SQL Server Management
studio. Create a new Login for Built-In Administrator under
Security - Logins - New Login.
|Unified CCDM||User is not able to log in to Unified CCDM web portal.||No access to portal DB in database server.||No access to web portal.||No SQL logins created for the webserver in data server DB.||Create SQL logins for each web server in each database server in the two tier deployment model with duplexed configuration.|
|Unified CCDM||If two administration workstations (AW) names are same, user cannot add the AW in Unified CCDM ICE tool.||
ICE tool throws ERROR name already exists.
|Not able to complete the UCCE instance configuration.||Same name for both the primary and secondary AWs.||Edit the CCDM servers host files and use different names for AWs.|
| UCCE Data|
| Incorrect Call records during|
Load longevity test.
|—||—||Data purges due to insufficient logger DB size.|| Ensure that logger database SIZE is as per Specification given in|
Installing and Configuring Cisco
HCS for CC document.
During Logger installation ensure to set the retention period
to 40 days for the following:
|Gateway||TTS calls fails.||—||MRCPv2|| 1 ASR TTS license issue.|
2 Gateway configuration.
| 1 Ensure your ASR TTS server has got sufficient licenses.|
2 Check the logs at ASR TTS server at license manager.
3 Ensure your gateway configuration is aligned with the ASR TTS
configured in Unified CVP.
4 Check the logs in IOS gateway with debug ccsip message.
|Gateway||Refer Transfer calls fails.||—|| Cannot|
|Gateway configuration.|| 1 Ensure you have added no|
supplementary-service sip refer under Voice Service VOIP.
2 Check the logs in IOS gateway with debug ccsip message.
|ASR CUBE|| Calls fails and agents not able|
handle the calls.
|CUBE configuration.|| Ensure you have not added|
all, timer receive-rtcp
5, timer receive-rtp
1200 under gateway.