Hosted Collaboration Solution for Contact Center 9.2.1

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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.
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
domain migration.
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
codec pass-through
CVP Reporting server Tables missing in Informix database (CVP 9.0) 261: Cannot create file for table (
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
in codec.
Mobile Agent uses G.729 codec and rest of the components uses G.711
Unified Communications
Manager uses default MTP instead of gateway MTP.
Configure the following in gateway:
dspfarm profile 2 MTP codec pass-through.
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.
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.
of call.
CUBE configuration. Ensure you have not added
all, timer receive-rtcp
5, timer receive-rtp
1200 under gateway.

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