Hosted Collaboration Solution for Contact Center 9.2.1
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Revision as of 15:27, 30 April 2013
|Product||Problem Summary||Error Code or Summary||Condition||Possible Cause||Recommended Action|
|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.|
| 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.|
|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.
|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.|
|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|
|—||—||Manually verify the change of Domain in AWDB and instance name in all UCCE components.|
|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
|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]|
| 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.
| 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:
|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.|
|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.