Hosted Collaboration Solution for Contact Center 9.2.1

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{| cellspacing="1" cellpadding="1" width="1000" border="1"
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|-
! scope="col" | Product  
! scope="col" | Product  
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! scope="col" | Recommended Action
! scope="col" | Recommended Action
|-
|-
-
| RSM
+
| Unified CCDM
-
| VLEngine service is not starting up.  
+
| User is not able to log in to Unified&nbsp;CCDM web portal.  
-
| Error related to jvm in the logs “INFO &#124; jvm 5 &#124; java.lang.Exception:Empty or invalid” .  
+
| No access to portal&nbsp;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.
 +
|-
 +
| Unified CCDM
 +
| CCDM web portal login URL is broken
| —  
| —  
-
| The error is related to RSM Application user created for JTAPI purposes using special characters (Eg. @) other than simple alphanumeric characters.
+
|
-
| Using only alphanumeric characters for RSM application user.
+
| User should be able to login with windows credentials
 +
| Ensure the user credential is created in Database server SQL login.
|-
|-
-
| RSM<br>
+
| Unified CCDM
-
| JTAPI Version.
+
| The test connection button throws warning message
-
| PhoneSim or VLEngine service not coming up.
+
| Could not find a part of the path " C:\"
-
| JTAPI version installed is other than 32 bit.
+
|
-
| Other version of JTAPI other than 32 bit.
+
| Missing folders in the installation directory
-
| Only 32-bit Windows JTAPI plugin should be installed for RSM 9.0.1.
+
| Copy the missing ‘TRANSFORMS’ and ‘LIB’ directory from &lt;drive_letter&gt;:\Program Files\VIM Performance\Provisioning\ into &lt;drive_letter&gt;:\Program Files\VIM Performance\ICE\plugins\ directory.
|-
|-
-
| RSM&nbsp;
+
| Unified CCDM
-
| RSM Gateway Cache .  
+
| CCDM web portal login URL is broken
-
| No RSM prompts played when supervisor Dials in for monitoring.  
+
| Cluster system not ready
-
| Supervisor unable to hear the prompt.  
+
| —
-
| Gateway Cache is full.  
+
| Connection Updater is configured with wrong server name
-
| <br>Clear the Gateway Cache.
+
| In the web server, change the server name to database server name in case of a distributed system
 +
|-
 +
| Unified CCDM
 +
| Different customer instance having same AW machine name
 +
| Name already exists
 +
| —
 +
| —
 +
| Change the machine name as different in the wizard and add an entry in the etc\host file with the new machine name given and known IP address.
 +
|-
 +
| Unified CCDM
 +
| CCDM Webserver is unable to connect to CCDMDATABASE SERVER and UCCE
 +
| Connection Monitor Failed to load cluster model from [localhost/Portal]. Error: A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server).
 +
| -
 +
| During webserver installation, the Database server name is not provided or moved with default (local) option
 +
| Need to uninstall Webserver and install again
 +
|-
 +
| Unified CCDM
 +
| Provisining service is not coming up
 +
| -
 +
| -
 +
| Deployment type is not set in UCCE
 +
| Should set the deployment type
 +
|-
 +
| Unified CCDM
 +
| Prerequisite checks for SQL components during CCDM database server installation
 +
| Prerequisite check fails for sql server component
 +
| Could not proceed with the installation
 +
| 1. All required SQL instances features would not have installed<br>2. SQL service pack would not have installed
 +
| 1. Check whether below SQL instance features are installed or not. If not, install it <br>Database Engine Services <br>SQL Server Replication <br>Client Tools Connectivity <br>Management Tools – Basic <br>Management Tools – Complete<br>2. Install SQL SP 1 if its not installed
 +
|-
 +
| Unified CCDM
 +
| Effective From/To date/time is not accepted as given by the user
 +
| -
 +
| -
 +
| The effective To and effective from date not provided in UTC format
 +
| While bulk upload using CCDM provide the effective To and effective from date as UTC not localized. If we enter a local date system will override with UTC date.
 +
|-
 +
| Unified CCDM
 +
| Agents in Pending Active State
 +
| -
 +
| -
 +
| The corresponding person would have moved to ERROR state. The root cause for those persons moved to error would be DB out of sync between the AW and logger. Any resource moves to error state means CCDM fails to provision it successfully on the remote AW.  
 +
| Edit and save the item which will try to provision again or purge it from CCDM so that the item will be imported again in the next import cycle.
 +
|-
 +
| Unified CCDM
 +
| Fail to create two-way trust between SP domain and Customer domain
 +
| -
 +
| -
 +
| Static NAT route is not available either in customer or service provider location
 +
| If NAT is there in between the two domain, check whether traffic is allowed in both directions. Also it is recommended to have a static mapping for the customer domain controller in the NAT router.
 +
|-
 +
| Unified CCDM
 +
| CCDM portal is not launching after web server installation
 +
| -
 +
| -
 +
| While installation of CCDM web server user would have given SQLServer Name as local host instead of the CCDM database server host name.
 +
| 1. In the CCDM web server, open the connectionUpdater.exe under C:\Program Files\Domain Manager\Application Server. <br>2. check UCCDM:System Monitoring Services and change the server name to CCDM database server host name <br>3. Update the change and restart the services
 +
|-
 +
| Unified CCDM
 +
| Unable to delete folder in CCDM portal
 +
| -
 +
| -
 +
| Trying to delete tenant folder/Folders having sub folders
 +
| First remove / move any sub folders or resource contained in the folder and then delete the folder. Also we cant delete a tenant root folder.
 +
|-
 +
| Unified CCDM
 +
| Unable to add SQL Login for Unified CCDM Web Server in Unified CCDM Database Server
 +
| Unable to add the login as domain is not accessible
 +
| Unable to add the SQL login
 +
| There would be any trust established between the two domains
 +
| Create two-way trust between the domains
 +
|-
 +
| Unified CCDM
 +
| ConAPI connection doesn’t come up
 +
| Unable to establish connection
 +
| Unable to provision
 +
| Could be because of any one of the reasons<br>1. Mismatch in the RMI port configured<br>2. Mismatch in application key<br>3. SQL logins in UCCE doesn’t have enough privileges<br>4. Distributor services is not restarted in UCCE server
 +
| 1. Check the local and RMI ports confgiured on both UCCE and CCDM server<br>2. Check the application key configured on both UCCE and CCDM server<br>3. Check in UCCE box whether proper permission have been given for SQL login for CCDM servers.<br>4. Restart the distributor service
 +
|-
 +
| Unified CCDM
 +
| Newly added UCCE resources are showing under Unallocated folder in CCDM
 +
| -
 +
| Cant find the resources in the tenant folder
 +
| Equipment mapping has not done correctly
 +
| Go to equipment mapping in the ICE tool and properly map the integrated UCCE instance to the correct tenant folder. Then restart the import service.
 +
|-
 +
| Unified CCDM
 +
| Web portal doesn’t come up for few minutes if web services are restarted
 +
| Blank screen comes when portal is launched
 +
| User is not able to do any thing in the web portal
 +
| After every restart, CCDM web server will load the DB to local cache. This will take few minutes depending on how big is your DB.
 +
| User don’t have to take any actions as it is expected
 +
|-
 +
| Unified CCDM
 +
| Unable to reach the UCCE servers when CCDM and UCCE servers are in different domains
 +
| -
 +
| Unable to reach the UCCE server by machine name
 +
| Missing entries in the etc host file
 +
| Add required entries in the host file
 +
|-
 +
| Unified CCDM
 +
| Replication is not working in CCDM
 +
| Failed to replicate
 +
| Replication doesn't work
 +
| 1. Replication folder wouldn't have created in the CCDM side B Data server <br>2. CCDM side A server SQL login would not have proper permissions in the Side B server
 +
| 1. Re-install the Database server component in side B and check the replication option during installation. This creates the replication folder in the side B data server. <br>2. Check the permission what is recommended in the HCS-CC guide
 +
|-
 +
| Unified CCDM
 +
| Unable to login using the default administrator login when SSO is enabled.
 +
| Invalid login
 +
| Unable to login to web portal
 +
| All the login which are not in domain username format will be disabled when SSO is enabled
 +
| 1. Disable SSO and change the existing logins to domain username format. <br>2. Enable SSO
 +
|-
 +
| Cisco UCDM
 +
| Unable to perform any push operation from UCDM
 +
| AXL:getSipTrunk: SOAP connection error with [10.86.129.23] using [administrator]
 +
| -
 +
| CUCM is not reachable or not Up.
 +
| CUCM should be up and make sure it's rechable from UCDM.
 +
|-
 +
| Unified CCE
 +
| Router failes to send VRU label
 +
| No network VRU is configured for dialed number CVPRC.xxxx
 +
| -
 +
| -
 +
| Check the below as part of troubleshooting: <br>- customer defined on Dialed Number<br>- Network VRU defined on Customer<br>- VRU Label for Routing Client<br>- PG has “Network VRU” configured
 +
|-
 +
| Unified CCE
 +
| Outbound records dialed from SIP dialer, are continuously failing
 +
| -
 +
| -
 +
| -
 +
| Make sure that rel1xx is enabled by the command, voice-class sip rel1xx with "rel1xx supported 100rel" for the corresponding dial peer.
 +
|-
 +
| Unified CCE
 +
| Mobile agent login failed with an error message.
 +
| RESOURCE_NOT_AVAILABLE appears in JTAPI Gateway Log
 +
| -
 +
| -
 +
| The codec settings on the PG and CUCM do not match. Change the PG codec to G711
 +
|-
 +
| Unified CCE
 +
| Dialer is not able to connect to CTI Server
 +
| -
 +
| -
 +
| -
 +
| Settings on Outbound Option Dialer might not match where the CTI Server is running
 +
|-
 +
| Unified CCE
 +
| Dialer will not connect to Campaign Manager
 +
| -
 +
| -
 +
| -
 +
| Check the below as part of troubleshooting: <br>1. Incorrect server configuration on the Outbound Option Dialer <br>2. Instance Number fields between the Outbound Option Dialer and the Campaign Manager are not the same
 +
|-
 +
| Unified CCE
 +
| Agent greeting Record application fails.
 +
| -
 +
| -
 +
| -
 +
| Configure the Record script name as "GS,Server,V"
 +
|-
 +
| Unified CCE<br>Data Server
 +
| Stop shutdown when Logger<br>services are started.
 +
| Node Manager thread receives Shutdown Message.
 +
| Cannot<br>connect to<br>SQL Server.
 +
| SQL server is not associated with the Built-In administrator account of current domain.
 +
| <br>Log in to the SQL Server Management<br>studio. Create a new Login for Built-In Administrator under<br>Security - Logins - New Login.
|-
|-
-
| CVP  
+
| Unified CVP  
| Agent greeting failed.  
| Agent greeting failed.  
| Bad media fetch error from media server.  
| Bad media fetch error from media server.  
Line 38: Line 220:
| Convert the files from a-law to default u-law files.
| Convert the files from a-law to default u-law files.
|-
|-
-
| CVP&nbsp;
+
| Unified CVP  
| Refer transfer calls getting failed.  
| Refer transfer calls getting failed.  
| —  
| —  
Line 45: Line 227:
| no supplementary-service sip refer" needs to be added under voice service voip, sip option in IOS gateway.
| no supplementary-service sip refer" needs to be added under voice service voip, sip option in IOS gateway.
|-
|-
-
|-
+
| Domain Migration  
-
| Domain Migration&nbsp;
+
| Change Domain in Instance <br>management should migrate all Unified CCE components to new domain.  
| Change Domain in Instance <br>management should migrate all Unified CCE components to new domain.  
| Stop shutdown when AWDB services are started, after<br>domain migration.  
| Stop shutdown when AWDB services are started, after<br>domain migration.  
| —  
| —  
-
| —
+
| —  
-
| Manually verify the change of Domain in AWDB and instance name in all UCCE components.  
+
| Manually verify the change of Domain in AWDB and instance name in all UCCE components.
|-
|-
-
| Unable to silent monitor(SPAN) mobile agent.
+
| CVP Reporting server  
-
| Gateway being spanned and the cucm is configured to use gateway mtp.
+
| Tables missing in Informix database (CVP 9.0)  
-
| Error message 'Silent Monitor Session Failed' is seen on the supervisor desktop. <br> 'No voice is detected' message observed in the silent monitor logs.
+
| 261: Cannot create file for table (cvp_dbadmin.call). <br>130: ISAM error: no such DBspace <br>Error in line 92  
-
| MTP in use due to mismatch in codec.
+
| _  
-
| Mobile agent uses G729 codec and rest of the components uses G711 codec.CUCM uses default mtp instead of gateway mtp.
+
| The install process is not waiting for the cvp_data dbspace to be created before trying to create the tables in it.  
-
| configure the below in gateway: <br> dspfarm profile 2 mtp <br> codec pass-through
+
| ^Informix DB configuration.arf]
-
|-
+
-
| CVP Reporting server
+
-
| Tables missing in Informix database (CVP 9.0)
+
-
| 261: Cannot create file for table (cvp_dbadmin.call). <br> 130: ISAM error: no such DBspace <br> Error in line 92
+
-
| _
+
-
| The install process is not waiting for the cvp_data dbspace to be created before trying to create the tables in it.
+
-
| Manually run the scripts called out in the DatabaseConfig.pl script to get the tables created. <br> [Click here to see recording.|^Informix DB configuration.arf]
+
|-
|-
| Unified<br>Communications<br>Manager  
| Unified<br>Communications<br>Manager  
Line 74: Line 248:
| Configure the following in gateway:<br>dspfarm profile 2 MTP codec pass-through.
| Configure the following in gateway:<br>dspfarm profile 2 MTP codec pass-through.
|-
|-
-
| Unified CCE<br>Data Server
+
| Unified Communications Manager
-
| Stop shutdown when Logger<br>services are started.
+
| Unable to create provider—Connection refused
-
| Node Manager thread receives Shutdown Message.
+
| Unable to create provider—Connection refused
-
| Cannot<br>connect to<br>SQL Server.
+
| NA
-
| SQL server is not associated with the Built-In administrator account of current domain.
+
| NA
-
| <br>Log in to the SQL Server Management<br>studio. Create a new Login for Built-In Administrator under<br>Security - Logins - New Login.
+
| Verify that the CTI Manager service is running in the Cisco Unified Serviceability Control Center.
|-
|-
-
| UCCE Data<br>server
+
| Unified Communications Manager
-
| Incorrect Call records during<br>Load longevity test.  
+
| Changes that are made on the publisher server do not get reflected on phones that are registered with the subscriber server.
-
|
+
| NA
-
|
+
| NA
-
| Data purges due to insufficient logger DB size.
+
| NA
-
| Ensure that logger database SIZE is as per Specification given in<br>Installing and Configuring Cisco<br>HCS for CC document.<br>During Logger installation ensure to set the retention period<br>to 40 days for the following:<br>Application_Event<br>Event<br>Network_Event<br>Route_Call_Detail<br>Route_Call_Variable<br>Termination_Call_Detail<br>Termination_Call_Variable.
+
| run the CLI command "utils dbreplication status", this status command can be run on all servers by using "utils dbreplication status all" or on one subscriber by using "utils dbreplication status <hostname>"<br>The status report will tell you if any tables are suspect. If there are suspect tables, you will want to do a replication repair CLI command to sync the data from the publisher server to the subscriber servers.<br>"utils dbreplication repair all"
|-
|-
-
| Unified CCDM
+
| CUIC
-
| User is not able to log in to Unified&nbsp;CCDM web portal.
+
| Unable to login to CUIC
-
| No access to portal&nbsp;DB in database server.  
+
| Cannot open database "<..>" requested by the login. The login failed
-
| No access to web portal.
+
| NA
-
| No SQL logins created for the webserver in data server DB.
+
| NA
-
| Create SQL logins for each web server in each database server in the two tier deployment model with duplexed configuration.
+
| Check the below:<br>- database name <br>- port number <br>- charset <br>- user credentials
|-
|-
-
| Unified CCDM
+
| CUIC
-
| If two administration workstations (AW) names are same, user cannot add the AW in Unified CCDM ICE tool.
+
| DB Replication - Replication is fine, but data is not seen across the cluster
-
|  
+
| NA
-
ICE tool throws ERROR name already exists.
+
| NA
-
 
+
| NA
-
| Not able to complete the UCCE instance configuration.
+
| Run the following CLIs in sequence<br>1. utils dbreplication stop all<br>2. utils dbreplication reset all<br>If the above steps does not solve,then execute the following in sequence:<br>1. utils dbreplication stop all<br>2. utils dbreplication clusterreset<br>3. utils dbreplication reset all
-
| Same name for both the primary and secondary AWs.  
+
-
| Edit the CCDM servers host files and use different names for AWs.
+
|-
|-
-
| Unified CCDM
+
| CUIC
-
| CCDM web portal login URL is broken
+
| DRF - Failed to take a successful backup
-
|
+
| NA
-
|
+
| NA
-
| User should be able to login with windows credentials
+
| NA
-
| Ensure the user credential is created in Database server SQL login.
+
| Check the following services on publisher: <br>- Cisco DRF Master <br>- Cisco DRF Local <br>- A Cisco DB <br>Check the following service on all subscribers: <br>- Cisco DRF Local
|-
|-
-
| Unified CCDM
+
| CUIC
-
| The test connection button throws warning message
+
| Test Connection fails for the data source
-
| Could not find a part of the path " C:\"
+
| NA
-
|
+
| NA
-
| Missing folders in the installation directory
+
| NA
-
|Copy the missing ‘TRANSFORMS’ and ‘LIB’ directory from <drive_letter>:\Program Files\VIM Performance\Provisioning\ into <drive_letter>:\Program Files\VIM Performance\ICE\plugins\ directory.
+
| Possible causes include: <br>* Invalid username or password <br>* Invalid database name <br>* Invalid DNS name or IP address of database server <br>* Invalid Database port <br>* Database port is blocked by Router/Firewall <br>* MS SQL Server is not set to “Mixed Authentication Mode” <br>* Invalid Database Instance name (for Informix) <br>* Invalid Charset <br>* Loss of network connection or sluggish connection <br>* Database user does not have the permission to access the required database  <br>* Database TCP/IP protocol and/or remote connection is not correctly configured. <br>* Database service is not restarted after configuration changes
|-
|-
-
| Unified CCDM
+
| Gateway
-
| CCDM web portal login URL is broken
+
| Unable to silent monitor(SPAN) mobile agent. <br>Gateway being spanned and the cucm is configured to use gateway mtp.
-
| Cluster system not ready
+
| Error message 'Silent Monitor Session Failed' is seen on the supervisor desktop. <br>'No voice is detected' message observed in the silent monitor logs.
-
| —
+
| MTP in use due to mismatch in codec.
-
| Connection Updater is configured with wrong server name
+
| Mobile agent uses G729 codec and rest of the components uses G711 codec.CUCM uses default mtp instead of gateway mtp.
-
| In the web server, change the server name to database server name in case of a distributed system
+
| configure the below in gateway: <br>dspfarm profile 2 mtp <br>codec pass-through
-
|-
+
-
| Unified CCDM
+
-
| Different customer instance having same AW machine name
+
-
| Name already exists
+
-
| —
+
-
| —
+
-
| Change the machine name as different in the wizard and add an entry in the etc\host file with the new machine name given and known IP address.
+
|-
|-
| Gateway  
| Gateway  
Line 145: Line 310:
| Gateway configuration.  
| Gateway configuration.  
| 1 Ensure you have added no<br>supplementary-service sip refer under Voice Service VOIP.<br>2 Check the logs in IOS gateway with debug ccsip message.
| 1 Ensure you have added no<br>supplementary-service sip refer under Voice Service VOIP.<br>2 Check the logs in IOS gateway with debug ccsip message.
 +
|-
 +
| Cisco Finesse
 +
| The administration sign-in page does not load after a fresh installation.
 +
| An error occurred that prevented administration sign-in page from loading.
 +
| -
 +
| -
 +
| Clear your browser cache (delete browsing history and cookies). If the problem persists, restart the Cisco Tomcat service or restart the Finesse server.
 +
|-
 +
| Cisco Finesse
 +
| When you save the host or IP address of the secondary Finesse server using the Finesse Administration Console, you see an error indicating that the operation failed.
 +
| You may see the following error message: "An error occurred. Contact your administrator."
 +
| -
 +
| -
 +
| Before you save the secondary Finesse server host value, make sure that the value is different than the value of the primary Finesse server. If the host values are different, use the CLI command utils service list to check the status of the service ""A Cisco DB"".<br>- If the status of A Cisco DB is STOPPED, use the command utils service start A Cisco DB to start it. <br>- If the status is STARTING, wait for the service to reach a status of STARTED.<br>- If the status is STARTED, try to submit the host value for the secondary Finesse server again.<br>- If the A Cisco DB service does not reach STARTED, or if the status is STARTED and you continue to receive an error when you try to submit the secondary Finesse server information, restart the Finesse server.
 +
|-
 +
| Cisco Finesse
 +
| All client requests receive the following response: "503 Service Unavailable".
 +
| 503 Service Unavailable
 +
| -
 +
| -
 +
| Make sure that the Cisco Finesse Notification Service is running. Access the CLI and run the command "utils service list". <br>Check that the primary host/port and/or backup host/port are configured in the Server Settings gadget in the Finesse Administration Console, and that at least one of these CTI servers is up and running.<br>Make sure that the Finesse server is restarted after making the admin changes.<br>Check the CTI server logs to see if the OPEN_REQ is coming through from Finesse and to see if or why it is failing.
 +
|-
 +
| Cisco Finesse
 +
| The agent cannot sign in to the desktop
 +
| Finesse is out of service. Please try again or contact the administrator.
 +
| -
 +
| -
 +
| Try to sign in to the desktop on the alternate Finesse server. If Finesse goes out of service after the agent is already signed in, the browser is automatically directed to the desktop on the alternate Finesse server.<br>If the Cisco Finesse Notification Service is not running, start the service.<br>If Finesse is not connected to the CTI server, correct any incorrect settings in the Server Settings gadget in the Administration Console.<br>If DNS was not configured during the installation, reinstall Finesse and configure the DNS. DNS configuration is mandatory for Cisco Finesse. For installation instructions.
 +
|-
 +
| Cisco Finesse
 +
| After a fresh installation of Finesse, agents cannot sign in to the desktop.
 +
| Invalid username or password. Please try again.
 +
| -
 +
| -
 +
| Verify that the username and password is correct.<br>Verify that a valid domain was configured during installation and that forward and reverse DNS are set up correctly. To check if DNS was configured during installation, check the install.log for the following:<br>InstallWizard|USER_ACTION_BTN_PUSH: Screen = DNS Client Configuration, button pushed = No|<LVL::Info  <br>The preceding message indicates that DNS was not configured during the installation. If this is the case, reinstall Finesse and configure the DNS with a valid domain. <br>Verify that the agent has been configured in Unified CCE.<br>Verify that the AWDB is configured correctly. <br>Check the realm.log for the following line:""ERROR com.cisco.ccbu.finesse.realms.ccerealm.CCERealmConfig - Cannot connect to any AWDB! Ensure that at least one AWDB is configured properly and running!" <br>This line indicates that Finesse cannot connect to the AWDB. <br>Check that the values entered in the Contact Center Enterprise Administration & Data Server Settings gadget are correct.<br>Verify that the username entered is a Windows domain user.<br>
 +
Verify that the username is not prepended with the domain (for example: domain\username). <br>Check that the AWDB is set up correctly and is running:The AWDB SQL server must use Windows authentication.Verify that the AWDB machine is up and that the Distributor service is running.Verify that the port configured in the Contact Center Enterprise Administration & Data Server gadget is open to the Finesse server.Restart Cisco Tomcat on the primary and secondary Finesse servers.
 +
Verify that the agent's device is properly configured in Unified CM and is active.
 +
|-
 +
| Cisco Finesse
 +
| Replication is not functioning correctly on one or more Finesse nodes. Database tables are not replicated.
 +
| -
 +
| -
 +
| -
 +
| Run the CLI command ""utils dbreplication status"" from the primary Finesse server.Run the CLI command ""utils dbreplication runtimestate"". If the RTMT counter value for replication status is 2 on all nodes in the cluster, replication is functioning properly.If the RTMT counter value is 2 or 3 for all nodes in the cluster, replication is set up but there are mismatched rows. Run the CLI command ""utils dbreplication repair all"" from the primary Finesse server.If the RTMT counter value is something other than 2 or 3 for any node of the cluster, you need to reset replication for that node. From the primary Finesse server, run the CLI command ""utils dbreplication reset node name"",  where node name is the node on which you want to reset replication. Restart the Secondary finesse.If the RTMT counter value is 0 or 1 for the majority of nodes in the cluster, you need to reset replication on the whole cluster. Run the CLI command ""utils dbreplication reset all"" from the primary Finesse server. Restart the secondary Finesse server.
 +
|-
 +
| Cisco RSM
 +
| VLEngine service is not starting up.
 +
| Error related to jvm in the logs “INFO &#124; jvm 5 &#124; java.lang.Exception:Empty or invalid” .
 +
| —
 +
| The error is related to RSM Application user created for JTAPI purposes using special characters (Eg. @) other than simple alphanumeric characters.
 +
| Using only alphanumeric characters for RSM application user.
 +
|-
 +
| Cisco RSM
 +
| JTAPI Version.
 +
| PhoneSim or VLEngine service not coming up.
 +
| JTAPI version installed is other than 32 bit.
 +
| Other version of JTAPI other than 32 bit.
 +
| Only 32-bit Windows JTAPI plugin should be installed for RSM 9.0.1.
 +
|-
 +
| Cisco RSM
 +
| RSM Gateway Cache .
 +
| No RSM prompts played when supervisor Dials in for monitoring.
 +
| Supervisor unable to hear the prompt.
 +
| Gateway Cache is full.
 +
| Clear the Gateway Cache.
 +
|-
 +
| Cisco RSM
 +
| http://<serverIP>/en-us/VL directory inaccessible
 +
| The Web Server is configured to not list the contents of this directory
 +
| -
 +
| 1. Directory Browsing disabled  <br>2. Directory permissions
 +
| IP server refers to CVP server. Enable Directory browsing on IIS and select "Allow inheritable permissions from the parent to propagate to this object and all child objects" in VL directory properties > Security tab
 +
|-
 +
| Cisco RSM
 +
| RSM SimPhone Start Line Number range error
 +
| Please enter 4 to 6 digit number in Start Line Number Range Filed
 +
| -
 +
| -
 +
| SimPhone Line number should be configured within 4 to 6 digits only
 +
|-
 +
| RSM
 +
| Unable to login the supervisor into RSM
 +
| -
 +
| -
 +
| Invalid login
 +
| Create Agent Targeting Rule for SIM phone
 +
|-
 +
| RSM
 +
| Supervisor call get disconnected after 3mins
 +
| -
 +
| -
 +
| -
 +
| Increase the 'Timeout' value for the particular script  in the 'Network VRU Script List'
 +
|-
 +
| Unified WIM and EIM
 +
| http://<webserver>/Default returns the  message as
 +
| Cisco Interaction Manager Error: Your request could not be served successfully,as there was an error connecting to application server from web server
 +
| -
 +
| Cisco Interaction Manager Error: Your request could not be served successfully,as there was an error connecting to application server from web server
 +
| 1. Ensure you have network connectivity between all the servers (each and every server should be reachable from the other) <br>2. Stop and set the Cisco Services to Manual in "Messaging Server", "Services Server", "Application Server"<br>3. Restart all the VM's (all components) once<br>4. Start the Cisco Service in the follow sequence<br>    a. Messaging Server (wait for the cisco service to start and wait for the java processes to come up in the task manager)<br>    b. Services Server (wait for the cisco service to start and wait for the java and javaw processes to come up in the task manager)<br>    c. Application Server (wait for the cisco service to start and wait for the java processes to come up in the task manager)<br>5. Wait for 7-10 min and then try to access the webportal<br>6. Check the firewall settings
 +
|-
 +
| Unified WIM and EIM
 +
| Newly created skillgroup in UCCE does not reflect in EIM/WIM
 +
| -
 +
| -
 +
| -
 +
| Ensure to add the Cisco voice  MRD in Application path list .Then login to console and try adding
 +
|-
 +
| Unified WIM and EIM
 +
| CMB service is not coming up
 +
| Startup failure due to Error: com.cisco.ics.blender.acd.CtiException: ACD properties do not include a "ctistartegy=" or "callclasstable="property <br>Media Blender is down
 +
| -
 +
| This may be because of some missing file in CMB properties of Services Server.
 +
| Copy the cmb folder to services server and restart apache tomcat again.
 +
|-
 +
| Unified WIM and EIM
 +
| Cannot connect to configured CMB. Listener Instance cannot be started
 +
| Can not connect to CMB. Listener Instance cannot be started
 +
| -
 +
| CMB may not be properly configured or can’t establish connection with Services Server.
 +
| 1. Check listener connectivity with ctisvr. <br>2. Check CMB configurations e.g., password and port.<br>3. Restart Cisco services.
 +
|-
 +
| Unified WIM and EIM
 +
| Customer is not able to initiate the Chat in Business hours
 +
| to be created
 +
| -
 +
| "Agent Availability" Field is set to "Required" in Chat Entry point.
 +
| Set 'Agent Availability' Field to 'Not Required' in Chat Entry Point, and then initiate a chat activity
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Integration Wizard - Unable to launch the integration wizard.
 +
| -
 +
| -
 +
| License files are not copied in to CIM server
 +
| Copy the license files into CIM server i.e., CIM-&gt;eService-&gt;config-&gt;License
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Integration Wizard - Unable to launch the integration wizard.
 +
| -
 +
| -
 +
| Cisco Service is not running
 +
| Start the Cisco Service in CIM server
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Integration Wizard
 +
| -
 +
| MRD’s created in AW are not listed in integration wizard.
 +
| MRD’s are not created under CIM_EIM, CIM_WIM, CIM_BC Media classes
 +
| Create media classes in this format CIM_EIM, CIM_WIM, CIM_BC and MRD’s under these media classes
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Console
 +
| -
 +
| Unable to open CIM pa/sa console
 +
| Cisco Service is not running
 +
| Start the Cisco Service in CIM server
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Console
 +
| -
 +
| Unable to open CIM pa/sa console
 +
| An issue with Java processes
 +
| Stop cisco service and check whether all the java processes disappeared in task manager and wait for 5 minutes and then start the cisco service and wait for 5 minutes
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Console
 +
| -
 +
| Unable to open CIM pa/sa console
 +
| Java parameters are not properly configured in the Desktop
 +
| Go to Control Panel-&gt;Java-&gt;Java-&gt;View and add the following properties in Java runtime parameters
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Console
 +
| -
 +
| Unable to login an agent due to “ICM login failed” error
 +
| Listener service is not running
 +
| Check whether listener instance and process are running
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Console
 +
| -
 +
| Unable to login an agent due to “ICM login failed” error
 +
| Communication issue between the agent browser and CIM server
 +
| Restart the listener instance
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Console
 +
| -
 +
| Unable to login an agent due to “Invalid login name or password” error
 +
| AW is not up
 +
| Check whether aw is up and running
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Console
 +
| -
 +
| Unable to login an agent due to “Invalid login name or password” error
 +
| Agent name or password is incorrect
 +
| Check for the agent credentials in AW agent explorer
 +
|-
 +
| Unified WIM and EIM
 +
| CIM Console
 +
| -
 +
| Unable to login an agent due to “Invalid login name or password” error
 +
| Agent is not available in CIM
 +
| Check whether agent has been mapped in PA console and has been given required licenses.
 +
|-
 +
| Unified WIM and EIM
 +
| E-Mails
 +
| -
 +
| Emails are not being assigned to agents
 +
| retriever process is not running
 +
| Make sure retriever process is running in SA console
 +
|-
 +
| Unified WIM and EIM
 +
| E-Mails
 +
| -
 +
| Emails are not being assigned to agents
 +
| Alias is not added in CIM
 +
| Check whether alias is added under Retriever instance from SA console
 +
|-
 +
| Unified WIM and EIM
 +
| E-Mails
 +
| -
 +
| Emails are not being assigned to agents
 +
| Alias is not mapped in the inbound workflow
 +
| Check whether the alias is mapped in the inbound workflow
 +
|-
 +
| Unified WIM and EIM
 +
| E-Mails
 +
| -
 +
| Emails are not being assigned to agents
 +
| Mails may not be fetched by CIM from exchange server
 +
| Login to email account and check whether emails are fetched by CIM from exchange server. If not fetched, restart retriever service
 +
|-
 +
| Unified WIM and EIM
 +
| E-Mails
 +
| -
 +
| Emails are not being assigned to agents
 +
| Script in AW is not scheduled correctly.
 +
| Check the configuration in ICM AW whether the script is scheduled correctly.
 +
|-
 +
| Unified WIM and EIM
 +
| E-Mails
 +
| -
 +
| Email replies that agent sent are not reaching customer
 +
| Dispatcher service is not running
 +
| Check whether dispatcher service is running from SA console
 +
|-
 +
| Unified WIM and EIM
 +
| E-Mails
 +
| -
 +
| Email replies that agent sent are not reaching customer
 +
| Antivirus is blocking the SMTP port
 +
| Check whether anti-virus like MacAfee is blocking the SMTP port
 +
|-
 +
| Unified WIM and EIM
 +
| E-Mails
 +
| -
 +
| Email replies that agent sent are not reaching customer
 +
| ECC variable user.cim.activity.id is not configured in AW
 +
| Configure ECC variable user.cim.activity.id in ICM AW
 +
|-
 +
| Unified WIM and EIM
 +
| CHAT
 +
| -
 +
| Chat activities are not assigned to agents
 +
| Configuration issue in CIM
 +
| Check the entry point configuration in PA console
 +
|-
 +
| Unified WIM and EIM
 +
| CHAT
 +
| -
 +
| Customer sees the service unavailable template in chat form
 +
| Chat Entry point or queue is not active
 +
| Make the entry point active
 +
|-
 +
| Unified WIM and EIM
 +
| CHAT
 +
| -
 +
| Customer sees the service unavailable template in chat form
 +
| Customer’s browser type and version is not supported
 +
| Check the customer's browser type and version.
 +
|-
 +
| Unified WIM and EIM
 +
| CALLBACK
 +
| -
 +
| Callback session is not established between Agent and Customer
 +
| Agent Targeting Rule has not been configured properly for Agent Extention.
 +
| Configure the ATR \Device Target for MR routing client.
 +
|-
 +
| Unified WIM and EIM
 +
| CALLBACK
 +
| -
 +
| Callback session is not established between Agent and Customer
 +
| CMB is not properly configured properly
 +
| Check the configuration of CMB server in CTI properties tab
 +
|-
 +
| Unified WIM and EIM
 +
| CALLBACK
 +
| -
 +
| Callback session is not established between Agent and Customer
 +
| Listener service is not running
 +
| Start the listener service
 +
|-
 +
| Unified WIM and EIM
 +
| CALLBACK
 +
| -
 +
| Callback session is not established between Agent and Customer
 +
| The agent is not available in to Cisco Agent Desktop (CAD)/CTIOS Desktop
 +
| Login the agent into CTIOS/CAD and make him ready
 +
|-
 +
| Unified WIM and EIM
 +
| CALLBACK
 +
| -
 +
| Callback session is not established between Agent and Customer
 +
| Check the permitted phone number length in CMB CTI properties tab
 +
| Configure the number accordingly to your customer phone number digits
 +
|-
 +
| Unified WIM and EIM
 +
| CALLBACK
 +
| -
 +
| Listener is not running/ is struck in starting state
 +
| CMB is not running
 +
| Start the CMB server
 +
|-
 +
| Unified WIM and EIM
 +
| CALLBACK
 +
| -
 +
| Listener is not running/ is struck in starting state
 +
| CMB parameters are incorrect
 +
| Check the CMB parameters from listener instance
 +
|-
 +
| Unified WIM and EIM
 +
| CALLBACK
 +
| -
 +
| MR PIM is not becoming active
 +
| MR PIM port is not configured correctly
 +
| Give the correct MR PIM port in EAAS service from PA console
 +
|-
 +
| GT Automation Tool
 +
| NIC mismatch error occurs when the wrong number of network adapters are configured in the VM before you convert it to a golden template. VM deployment will not be successful if the number of NICs in the template and its corresponding customization file do not match.
 +
| NIC Mapping mismatch
 +
| -
 +
| Correct number of network adapters not selected
 +
| Choose a template with required number of network adapters
 +
|-
 +
| GT Automation Tool
 +
| Unable to create the VM from the tool
 +
| Please correct the errors related to missing or invalid data provided in the Input file and re-run the script.
 +
| -
 +
| 1. OS of the system used to deploy the GT may have language pack other than English<br>2. The fileds entered in the GT tool may contain incorrect/invalid information
 +
| 1. OS of the system used to deploy the GT should have English language pack<br>.2 Verify all the fields entered in the GT tool template before deploying
 +
|-
 +
| GT Automation Tool
 +
| Computer did not get added to the domain
 +
| -
 +
| 1. Domain user does not have sufficient privilege to add the computer to the specified domain.<br>2. Computer cannot reach the specified domain. <br>3. Domain Name provided does not exist.<br>4. Domain user name provided is incorrect.<br>5. Domain password provided is incorrect.
 +
| -
 +
| 1. Manually add the computer to the require domain by providing the valid domain name and credentials.<br>2. Ensure that the user has sufficient privileges to add the computer to the domain.<br>3. If the computer cannot reach the domain, manually configure the network.
 +
|-
 +
| GT Automation Tool
 +
| Windows is not activated.
 +
| -
 +
| 1. The product key provided is not valid. <br>2. The computer cannot connect to the Internet for activating.<br>3. Computer is not able to connect to Microsoft product key activation server due to firewall issues.
 +
| -
 +
| 1. Open the command prompt and run the command slmgr /ipk &lt;product key&gt;.<br>2. Open the command prompt and run the command slmgr - dlv and check if product key is successfully installed.<br>3. Run the command slmgr - ato to activate the product key.<br>4. Manually configure the network to connect the computer to internet. Then execute step 2-3 to validate<br>5. Add the proxy in the LAN settings to connectto Microsoft key activation server. Then execute step 2-3 to validate
 +
|-
 +
| GT Automation Tool
 +
| Computer did not get added to the work group
 +
| -
 +
| Workgroup Name provided does not exist.
 +
| -
 +
| Manually add the computer to the required workgroup by providing the valid Workgroup name.<br>Ensure that the user has sufficient privileges to add the computer to the workgroup.<br>If the computer network is not configured, manually configure it
|-
|-
| ASR CUBE  
| ASR CUBE  

Revision as of 18:45, 16 July 2013


Product Problem Summary Error Code or Summary Condition Possible Cause Recommended Action
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.
Unified CCDM CCDM web portal login URL is broken User should be able to login with windows credentials Ensure the user credential is created in Database server SQL login.
Unified CCDM The test connection button throws warning message Could not find a part of the path " C:\" Missing folders in the installation directory Copy the missing ‘TRANSFORMS’ and ‘LIB’ directory from <drive_letter>:\Program Files\VIM Performance\Provisioning\ into <drive_letter>:\Program Files\VIM Performance\ICE\plugins\ directory.
Unified CCDM CCDM web portal login URL is broken Cluster system not ready Connection Updater is configured with wrong server name In the web server, change the server name to database server name in case of a distributed system
Unified CCDM Different customer instance having same AW machine name Name already exists Change the machine name as different in the wizard and add an entry in the etc\host file with the new machine name given and known IP address.
Unified CCDM CCDM Webserver is unable to connect to CCDMDATABASE SERVER and UCCE Connection Monitor Failed to load cluster model from [localhost/Portal]. Error: A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server). - During webserver installation, the Database server name is not provided or moved with default (local) option Need to uninstall Webserver and install again
Unified CCDM Provisining service is not coming up - - Deployment type is not set in UCCE Should set the deployment type
Unified CCDM Prerequisite checks for SQL components during CCDM database server installation Prerequisite check fails for sql server component Could not proceed with the installation 1. All required SQL instances features would not have installed
2. SQL service pack would not have installed
1. Check whether below SQL instance features are installed or not. If not, install it
Database Engine Services
SQL Server Replication
Client Tools Connectivity
Management Tools – Basic
Management Tools – Complete
2. Install SQL SP 1 if its not installed
Unified CCDM Effective From/To date/time is not accepted as given by the user - - The effective To and effective from date not provided in UTC format While bulk upload using CCDM provide the effective To and effective from date as UTC not localized. If we enter a local date system will override with UTC date.
Unified CCDM Agents in Pending Active State - - The corresponding person would have moved to ERROR state. The root cause for those persons moved to error would be DB out of sync between the AW and logger. Any resource moves to error state means CCDM fails to provision it successfully on the remote AW. Edit and save the item which will try to provision again or purge it from CCDM so that the item will be imported again in the next import cycle.
Unified CCDM Fail to create two-way trust between SP domain and Customer domain - - Static NAT route is not available either in customer or service provider location If NAT is there in between the two domain, check whether traffic is allowed in both directions. Also it is recommended to have a static mapping for the customer domain controller in the NAT router.
Unified CCDM CCDM portal is not launching after web server installation - - While installation of CCDM web server user would have given SQLServer Name as local host instead of the CCDM database server host name. 1. In the CCDM web server, open the connectionUpdater.exe under C:\Program Files\Domain Manager\Application Server.
2. check UCCDM:System Monitoring Services and change the server name to CCDM database server host name
3. Update the change and restart the services
Unified CCDM Unable to delete folder in CCDM portal - - Trying to delete tenant folder/Folders having sub folders First remove / move any sub folders or resource contained in the folder and then delete the folder. Also we cant delete a tenant root folder.
Unified CCDM Unable to add SQL Login for Unified CCDM Web Server in Unified CCDM Database Server Unable to add the login as domain is not accessible Unable to add the SQL login There would be any trust established between the two domains Create two-way trust between the domains
Unified CCDM ConAPI connection doesn’t come up Unable to establish connection Unable to provision Could be because of any one of the reasons
1. Mismatch in the RMI port configured
2. Mismatch in application key
3. SQL logins in UCCE doesn’t have enough privileges
4. Distributor services is not restarted in UCCE server
1. Check the local and RMI ports confgiured on both UCCE and CCDM server
2. Check the application key configured on both UCCE and CCDM server
3. Check in UCCE box whether proper permission have been given for SQL login for CCDM servers.
4. Restart the distributor service
Unified CCDM Newly added UCCE resources are showing under Unallocated folder in CCDM - Cant find the resources in the tenant folder Equipment mapping has not done correctly Go to equipment mapping in the ICE tool and properly map the integrated UCCE instance to the correct tenant folder. Then restart the import service.
Unified CCDM Web portal doesn’t come up for few minutes if web services are restarted Blank screen comes when portal is launched User is not able to do any thing in the web portal After every restart, CCDM web server will load the DB to local cache. This will take few minutes depending on how big is your DB. User don’t have to take any actions as it is expected
Unified CCDM Unable to reach the UCCE servers when CCDM and UCCE servers are in different domains - Unable to reach the UCCE server by machine name Missing entries in the etc host file Add required entries in the host file
Unified CCDM Replication is not working in CCDM Failed to replicate Replication doesn't work 1. Replication folder wouldn't have created in the CCDM side B Data server
2. CCDM side A server SQL login would not have proper permissions in the Side B server
1. Re-install the Database server component in side B and check the replication option during installation. This creates the replication folder in the side B data server.
2. Check the permission what is recommended in the HCS-CC guide
Unified CCDM Unable to login using the default administrator login when SSO is enabled. Invalid login Unable to login to web portal All the login which are not in domain username format will be disabled when SSO is enabled 1. Disable SSO and change the existing logins to domain username format.
2. Enable SSO
Cisco UCDM Unable to perform any push operation from UCDM AXL:getSipTrunk: SOAP connection error with [10.86.129.23] using [administrator] - CUCM is not reachable or not Up. CUCM should be up and make sure it's rechable from UCDM.
Unified CCE Router failes to send VRU label No network VRU is configured for dialed number CVPRC.xxxx - - Check the below as part of troubleshooting:
- customer defined on Dialed Number
- Network VRU defined on Customer
- VRU Label for Routing Client
- PG has “Network VRU” configured
Unified CCE Outbound records dialed from SIP dialer, are continuously failing - - - Make sure that rel1xx is enabled by the command, voice-class sip rel1xx with "rel1xx supported 100rel" for the corresponding dial peer.
Unified CCE Mobile agent login failed with an error message. RESOURCE_NOT_AVAILABLE appears in JTAPI Gateway Log - - The codec settings on the PG and CUCM do not match. Change the PG codec to G711
Unified CCE Dialer is not able to connect to CTI Server - - - Settings on Outbound Option Dialer might not match where the CTI Server is running
Unified CCE Dialer will not connect to Campaign Manager - - - Check the below as part of troubleshooting:
1. Incorrect server configuration on the Outbound Option Dialer
2. Instance Number fields between the Outbound Option Dialer and the Campaign Manager are not the same
Unified CCE Agent greeting Record application fails. - - - Configure the Record script name as "GS,Server,V"
Unified CCE
Data Server
Stop shutdown when Logger
services are started.
Node Manager thread receives Shutdown Message. Cannot
connect to
SQL Server.
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 CVP Agent greeting failed. Bad media fetch error from media server. Checked the media files in the ag_gr directory. The files are in a-law format and hence there is codec mismatch. Convert the files from a-law to default u-law files.
Unified CVP Refer transfer calls getting failed. Configuration for "Refer transfer" service needs to be added in IOS gateway. no supplementary-service sip refer" needs to be added under voice service voip, sip option in IOS gateway.
Domain Migration Change Domain in Instance
management should migrate all Unified CCE components to new domain.
Stop shutdown when AWDB services are started, after
domain migration.
Manually verify the change of Domain in AWDB and instance name in all UCCE components.
CVP Reporting server Tables missing in Informix database (CVP 9.0) 261: Cannot create file for table (cvp_dbadmin.call).
130: ISAM error: no such DBspace
Error in line 92
_ The install process is not waiting for the cvp_data dbspace to be created before trying to create the tables in it. ^Informix DB configuration.arf]
Unified
Communications
Manager
Gateway being spanned and the Unified Communications Manager is configured to use gateway Media Termination Point
(MTP).
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
mismatch
in codec.
Mobile Agent uses G.729 codec and rest of the components uses G.711
codec.
Unified Communications
Manager uses default MTP instead of gateway MTP.
Configure the following in gateway:
dspfarm profile 2 MTP codec pass-through.
Unified Communications Manager Unable to create provider—Connection refused Unable to create provider—Connection refused NA NA Verify that the CTI Manager service is running in the Cisco Unified Serviceability Control Center.
Unified Communications Manager Changes that are made on the publisher server do not get reflected on phones that are registered with the subscriber server. NA NA NA run the CLI command "utils dbreplication status", this status command can be run on all servers by using "utils dbreplication status all" or on one subscriber by using "utils dbreplication status <hostname>"
The status report will tell you if any tables are suspect. If there are suspect tables, you will want to do a replication repair CLI command to sync the data from the publisher server to the subscriber servers.
"utils dbreplication repair all"
CUIC Unable to login to CUIC Cannot open database "<..>" requested by the login. The login failed NA NA Check the below:
- database name
- port number
- charset
- user credentials
CUIC DB Replication - Replication is fine, but data is not seen across the cluster NA NA NA Run the following CLIs in sequence
1. utils dbreplication stop all
2. utils dbreplication reset all
If the above steps does not solve,then execute the following in sequence:
1. utils dbreplication stop all
2. utils dbreplication clusterreset
3. utils dbreplication reset all
CUIC DRF - Failed to take a successful backup NA NA NA Check the following services on publisher:
- Cisco DRF Master
- Cisco DRF Local
- A Cisco DB
Check the following service on all subscribers:
- Cisco DRF Local
CUIC Test Connection fails for the data source NA NA NA Possible causes include:
* Invalid username or password
* Invalid database name
* Invalid DNS name or IP address of database server
* Invalid Database port
* Database port is blocked by Router/Firewall
* MS SQL Server is not set to “Mixed Authentication Mode”
* Invalid Database Instance name (for Informix)
* Invalid Charset
* Loss of network connection or sluggish connection
* Database user does not have the permission to access the required database
* Database TCP/IP protocol and/or remote connection is not correctly configured.
* Database service is not restarted after configuration changes
Gateway Unable to silent monitor(SPAN) mobile agent.
Gateway being spanned and the cucm is configured to use gateway mtp.
Error message 'Silent Monitor Session Failed' is seen on the supervisor desktop.
'No voice is detected' message observed in the silent monitor logs.
MTP in use due to mismatch in codec. Mobile agent uses G729 codec and rest of the components uses G711 codec.CUCM uses default mtp instead of gateway mtp. configure the below in gateway:
dspfarm profile 2 mtp
codec pass-through
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
make
refer
transfer
call.
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.
Cisco Finesse The administration sign-in page does not load after a fresh installation. An error occurred that prevented administration sign-in page from loading. - - Clear your browser cache (delete browsing history and cookies). If the problem persists, restart the Cisco Tomcat service or restart the Finesse server.
Cisco Finesse When you save the host or IP address of the secondary Finesse server using the Finesse Administration Console, you see an error indicating that the operation failed. You may see the following error message: "An error occurred. Contact your administrator." - - Before you save the secondary Finesse server host value, make sure that the value is different than the value of the primary Finesse server. If the host values are different, use the CLI command utils service list to check the status of the service ""A Cisco DB"".
- If the status of A Cisco DB is STOPPED, use the command utils service start A Cisco DB to start it.
- If the status is STARTING, wait for the service to reach a status of STARTED.
- If the status is STARTED, try to submit the host value for the secondary Finesse server again.
- If the A Cisco DB service does not reach STARTED, or if the status is STARTED and you continue to receive an error when you try to submit the secondary Finesse server information, restart the Finesse server.
Cisco Finesse All client requests receive the following response: "503 Service Unavailable". 503 Service Unavailable - - Make sure that the Cisco Finesse Notification Service is running. Access the CLI and run the command "utils service list".
Check that the primary host/port and/or backup host/port are configured in the Server Settings gadget in the Finesse Administration Console, and that at least one of these CTI servers is up and running.
Make sure that the Finesse server is restarted after making the admin changes.
Check the CTI server logs to see if the OPEN_REQ is coming through from Finesse and to see if or why it is failing.
Cisco Finesse The agent cannot sign in to the desktop Finesse is out of service. Please try again or contact the administrator. - - Try to sign in to the desktop on the alternate Finesse server. If Finesse goes out of service after the agent is already signed in, the browser is automatically directed to the desktop on the alternate Finesse server.
If the Cisco Finesse Notification Service is not running, start the service.
If Finesse is not connected to the CTI server, correct any incorrect settings in the Server Settings gadget in the Administration Console.
If DNS was not configured during the installation, reinstall Finesse and configure the DNS. DNS configuration is mandatory for Cisco Finesse. For installation instructions.
Cisco Finesse After a fresh installation of Finesse, agents cannot sign in to the desktop. Invalid username or password. Please try again. - - USER_ACTION_BTN_PUSH: Screen = DNS Client Configuration, button pushed = No|<LVL::Info
The preceding message indicates that DNS was not configured during the installation. If this is the case, reinstall Finesse and configure the DNS with a valid domain.
Verify that the agent has been configured in Unified CCE.
Verify that the AWDB is configured correctly.
Check the realm.log for the following line:""ERROR com.cisco.ccbu.finesse.realms.ccerealm.CCERealmConfig - Cannot connect to any AWDB! Ensure that at least one AWDB is configured properly and running!"
This line indicates that Finesse cannot connect to the AWDB.
Check that the values entered in the Contact Center Enterprise Administration & Data Server Settings gadget are correct.
Verify that the username entered is a Windows domain user.

Verify that the username is not prepended with the domain (for example: domain\username).
Check that the AWDB is set up correctly and is running:The AWDB SQL server must use Windows authentication.Verify that the AWDB machine is up and that the Distributor service is running.Verify that the port configured in the Contact Center Enterprise Administration & Data Server gadget is open to the Finesse server.Restart Cisco Tomcat on the primary and secondary Finesse servers. Verify that the agent's device is properly configured in Unified CM and is active.

Cisco Finesse Replication is not functioning correctly on one or more Finesse nodes. Database tables are not replicated. - - - Run the CLI command ""utils dbreplication status"" from the primary Finesse server.Run the CLI command ""utils dbreplication runtimestate"". If the RTMT counter value for replication status is 2 on all nodes in the cluster, replication is functioning properly.If the RTMT counter value is 2 or 3 for all nodes in the cluster, replication is set up but there are mismatched rows. Run the CLI command ""utils dbreplication repair all"" from the primary Finesse server.If the RTMT counter value is something other than 2 or 3 for any node of the cluster, you need to reset replication for that node. From the primary Finesse server, run the CLI command ""utils dbreplication reset node name"", where node name is the node on which you want to reset replication. Restart the Secondary finesse.If the RTMT counter value is 0 or 1 for the majority of nodes in the cluster, you need to reset replication on the whole cluster. Run the CLI command ""utils dbreplication reset all"" from the primary Finesse server. Restart the secondary Finesse server.
Cisco RSM VLEngine service is not starting up. Error related to jvm in the logs “INFO | jvm 5 | java.lang.Exception:Empty or invalid” . The error is related to RSM Application user created for JTAPI purposes using special characters (Eg. @) other than simple alphanumeric characters. Using only alphanumeric characters for RSM application user.
Cisco RSM JTAPI Version. PhoneSim or VLEngine service not coming up. JTAPI version installed is other than 32 bit. Other version of JTAPI other than 32 bit. Only 32-bit Windows JTAPI plugin should be installed for RSM 9.0.1.
Cisco RSM RSM Gateway Cache . No RSM prompts played when supervisor Dials in for monitoring. Supervisor unable to hear the prompt. Gateway Cache is full. Clear the Gateway Cache.
Cisco RSM http://<serverIP>/en-us/VL directory inaccessible The Web Server is configured to not list the contents of this directory - 1. Directory Browsing disabled
2. Directory permissions
IP server refers to CVP server. Enable Directory browsing on IIS and select "Allow inheritable permissions from the parent to propagate to this object and all child objects" in VL directory properties > Security tab
Cisco RSM RSM SimPhone Start Line Number range error Please enter 4 to 6 digit number in Start Line Number Range Filed - - SimPhone Line number should be configured within 4 to 6 digits only
RSM Unable to login the supervisor into RSM - - Invalid login Create Agent Targeting Rule for SIM phone
RSM Supervisor call get disconnected after 3mins - - - Increase the 'Timeout' value for the particular script in the 'Network VRU Script List'
Unified WIM and EIM http://<webserver>/Default returns the message as Cisco Interaction Manager Error: Your request could not be served successfully,as there was an error connecting to application server from web server - Cisco Interaction Manager Error: Your request could not be served successfully,as there was an error connecting to application server from web server 1. Ensure you have network connectivity between all the servers (each and every server should be reachable from the other)
2. Stop and set the Cisco Services to Manual in "Messaging Server", "Services Server", "Application Server"
3. Restart all the VM's (all components) once
4. Start the Cisco Service in the follow sequence
a. Messaging Server (wait for the cisco service to start and wait for the java processes to come up in the task manager)
b. Services Server (wait for the cisco service to start and wait for the java and javaw processes to come up in the task manager)
c. Application Server (wait for the cisco service to start and wait for the java processes to come up in the task manager)
5. Wait for 7-10 min and then try to access the webportal
6. Check the firewall settings
Unified WIM and EIM Newly created skillgroup in UCCE does not reflect in EIM/WIM - - - Ensure to add the Cisco voice MRD in Application path list .Then login to console and try adding
Unified WIM and EIM CMB service is not coming up Startup failure due to Error: com.cisco.ics.blender.acd.CtiException: ACD properties do not include a "ctistartegy=" or "callclasstable="property
Media Blender is down
- This may be because of some missing file in CMB properties of Services Server. Copy the cmb folder to services server and restart apache tomcat again.
Unified WIM and EIM Cannot connect to configured CMB. Listener Instance cannot be started Can not connect to CMB. Listener Instance cannot be started - CMB may not be properly configured or can’t establish connection with Services Server. 1. Check listener connectivity with ctisvr.
2. Check CMB configurations e.g., password and port.
3. Restart Cisco services.
Unified WIM and EIM Customer is not able to initiate the Chat in Business hours to be created - "Agent Availability" Field is set to "Required" in Chat Entry point. Set 'Agent Availability' Field to 'Not Required' in Chat Entry Point, and then initiate a chat activity
Unified WIM and EIM CIM Integration Wizard - Unable to launch the integration wizard. - - License files are not copied in to CIM server Copy the license files into CIM server i.e., CIM->eService->config->License
Unified WIM and EIM CIM Integration Wizard - Unable to launch the integration wizard. - - Cisco Service is not running Start the Cisco Service in CIM server
Unified WIM and EIM CIM Integration Wizard - MRD’s created in AW are not listed in integration wizard. MRD’s are not created under CIM_EIM, CIM_WIM, CIM_BC Media classes Create media classes in this format CIM_EIM, CIM_WIM, CIM_BC and MRD’s under these media classes
Unified WIM and EIM CIM Console - Unable to open CIM pa/sa console Cisco Service is not running Start the Cisco Service in CIM server
Unified WIM and EIM CIM Console - Unable to open CIM pa/sa console An issue with Java processes Stop cisco service and check whether all the java processes disappeared in task manager and wait for 5 minutes and then start the cisco service and wait for 5 minutes
Unified WIM and EIM CIM Console - Unable to open CIM pa/sa console Java parameters are not properly configured in the Desktop Go to Control Panel->Java->Java->View and add the following properties in Java runtime parameters
Unified WIM and EIM CIM Console - Unable to login an agent due to “ICM login failed” error Listener service is not running Check whether listener instance and process are running
Unified WIM and EIM CIM Console - Unable to login an agent due to “ICM login failed” error Communication issue between the agent browser and CIM server Restart the listener instance
Unified WIM and EIM CIM Console - Unable to login an agent due to “Invalid login name or password” error AW is not up Check whether aw is up and running
Unified WIM and EIM CIM Console - Unable to login an agent due to “Invalid login name or password” error Agent name or password is incorrect Check for the agent credentials in AW agent explorer
Unified WIM and EIM CIM Console - Unable to login an agent due to “Invalid login name or password” error Agent is not available in CIM Check whether agent has been mapped in PA console and has been given required licenses.
Unified WIM and EIM E-Mails - Emails are not being assigned to agents retriever process is not running Make sure retriever process is running in SA console
Unified WIM and EIM E-Mails - Emails are not being assigned to agents Alias is not added in CIM Check whether alias is added under Retriever instance from SA console
Unified WIM and EIM E-Mails - Emails are not being assigned to agents Alias is not mapped in the inbound workflow Check whether the alias is mapped in the inbound workflow
Unified WIM and EIM E-Mails - Emails are not being assigned to agents Mails may not be fetched by CIM from exchange server Login to email account and check whether emails are fetched by CIM from exchange server. If not fetched, restart retriever service
Unified WIM and EIM E-Mails - Emails are not being assigned to agents Script in AW is not scheduled correctly. Check the configuration in ICM AW whether the script is scheduled correctly.
Unified WIM and EIM E-Mails - Email replies that agent sent are not reaching customer Dispatcher service is not running Check whether dispatcher service is running from SA console
Unified WIM and EIM E-Mails - Email replies that agent sent are not reaching customer Antivirus is blocking the SMTP port Check whether anti-virus like MacAfee is blocking the SMTP port
Unified WIM and EIM E-Mails - Email replies that agent sent are not reaching customer ECC variable user.cim.activity.id is not configured in AW Configure ECC variable user.cim.activity.id in ICM AW
Unified WIM and EIM CHAT - Chat activities are not assigned to agents Configuration issue in CIM Check the entry point configuration in PA console
Unified WIM and EIM CHAT - Customer sees the service unavailable template in chat form Chat Entry point or queue is not active Make the entry point active
Unified WIM and EIM CHAT - Customer sees the service unavailable template in chat form Customer’s browser type and version is not supported Check the customer's browser type and version.
Unified WIM and EIM CALLBACK - Callback session is not established between Agent and Customer Agent Targeting Rule has not been configured properly for Agent Extention. Configure the ATR \Device Target for MR routing client.
Unified WIM and EIM CALLBACK - Callback session is not established between Agent and Customer CMB is not properly configured properly Check the configuration of CMB server in CTI properties tab
Unified WIM and EIM CALLBACK - Callback session is not established between Agent and Customer Listener service is not running Start the listener service
Unified WIM and EIM CALLBACK - Callback session is not established between Agent and Customer The agent is not available in to Cisco Agent Desktop (CAD)/CTIOS Desktop Login the agent into CTIOS/CAD and make him ready
Unified WIM and EIM CALLBACK - Callback session is not established between Agent and Customer Check the permitted phone number length in CMB CTI properties tab Configure the number accordingly to your customer phone number digits
Unified WIM and EIM CALLBACK - Listener is not running/ is struck in starting state CMB is not running Start the CMB server
Unified WIM and EIM CALLBACK - Listener is not running/ is struck in starting state CMB parameters are incorrect Check the CMB parameters from listener instance
Unified WIM and EIM CALLBACK - MR PIM is not becoming active MR PIM port is not configured correctly Give the correct MR PIM port in EAAS service from PA console
GT Automation Tool NIC mismatch error occurs when the wrong number of network adapters are configured in the VM before you convert it to a golden template. VM deployment will not be successful if the number of NICs in the template and its corresponding customization file do not match. NIC Mapping mismatch - Correct number of network adapters not selected Choose a template with required number of network adapters
GT Automation Tool Unable to create the VM from the tool Please correct the errors related to missing or invalid data provided in the Input file and re-run the script. - 1. OS of the system used to deploy the GT may have language pack other than English
2. The fileds entered in the GT tool may contain incorrect/invalid information
1. OS of the system used to deploy the GT should have English language pack
.2 Verify all the fields entered in the GT tool template before deploying
GT Automation Tool Computer did not get added to the domain - 1. Domain user does not have sufficient privilege to add the computer to the specified domain.
2. Computer cannot reach the specified domain.
3. Domain Name provided does not exist.
4. Domain user name provided is incorrect.
5. Domain password provided is incorrect.
- 1. Manually add the computer to the require domain by providing the valid domain name and credentials.
2. Ensure that the user has sufficient privileges to add the computer to the domain.
3. If the computer cannot reach the domain, manually configure the network.
GT Automation Tool Windows is not activated. - 1. The product key provided is not valid.
2. The computer cannot connect to the Internet for activating.
3. Computer is not able to connect to Microsoft product key activation server due to firewall issues.
- 1. Open the command prompt and run the command slmgr /ipk <product key>.
2. Open the command prompt and run the command slmgr - dlv and check if product key is successfully installed.
3. Run the command slmgr - ato to activate the product key.
4. Manually configure the network to connect the computer to internet. Then execute step 2-3 to validate
5. Add the proxy in the LAN settings to connectto Microsoft key activation server. Then execute step 2-3 to validate
GT Automation Tool Computer did not get added to the work group - Workgroup Name provided does not exist. - Manually add the computer to the required workgroup by providing the valid Workgroup name.
Ensure that the user has sufficient privileges to add the computer to the workgroup.
If the computer network is not configured, manually configure it
ASR CUBE Calls fails and agents not able
handle the calls.
Abnormal
Disconnect
of call.
CUBE configuration. Ensure you have not added
media-inactivity-criteria
all, timer receive-rtcp
5, timer receive-rtp
1200 under gateway.

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