DocWiki - User contributions [en]

Discrepancy in number of ACD calls shown on custom reports

2010-11-26T10:43:19Z

Pshree: /* Discrepancy in number of ACD calls shown on custom reports */

{{Template:Required Metadata}}
== Discrepancy in number of ACD calls shown on custom reports ==

{| border="1"
|-
! '''Problem Summary'''
| When running user-created custom reports, one report shows the number of calls for each hour of the day, totaling 244 calls. The other report shows the number of ACD calls for the entire report period, totalling 243 calls. Such discrepancies happen for other days as well, the difference being as many as four calls.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| If some ACD calls are transferred, the result can be that two or more call legs fall in different hours of the day. Therefore, the call is counted once in the first report and twice in the second.
|-
! '''Recommended Action'''
|
The software is working as designed. If this is not acceptable, you could alternatively count call legs, instead of entire calls, and the totals on the first report and the second report will match. Then “select count distinct sessionID” becomes “select count distinct (sessionID, sessionSeqNum) pairs.” However, be advised that this would change the definition of counting calls for the entire call center.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.5]]

Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)

2010-11-26T10:41:35Z

Pshree: /* Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR) */

{{Template:Required Metadata}}
== Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR) ==

{| border="1"
|-
! '''Problem Summary'''
| Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR).
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| The TAR only lists external calls that hit Unified CCX. Any processing that the call undergoes within Unified CCX will not be reflected in the TAR report, but will be seen in the CNSR. The CNSR tracks not only the calls that hit Unified CCX from outside, but also the calls made within Unified CCX, outbound preview, and internal transfers (agent to agent, agent to UCCX trigger).
|-
! '''Recommended Action'''
| None.
|-
! '''Release'''
|
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Which reports should be used to determine BHCA and BHCC?

2010-11-26T10:40:45Z

Pshree: /* Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR) */

{{Template:Required Metadata}}
== Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR) ==

{| border="1"
|-
! '''Problem Summary'''
| Which reports should be used to determine BHCA and BHCC?
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| None.
|-
! '''Recommended Action'''
| The Traffic Analysis Report shows information related to any call that hits Unified CCX. In that sense, it is an accurate reflection of BHCA (Busy Hour Call Attempts).
To get the BHCC (Busy Hour Call Completion) from Unified CCX perspective, we need to calculate BHCA - (all aborted calls + all rejected calls). The Aborted and Rejected Call Detail Report can help retrieve that information.

|-
! '''Release'''
|
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Understanding Data Discrepancy between Different Cisco Unified CCX Reports

2010-11-26T10:39:07Z

Pshree: /* Understanding Data Discrepancy between Different Cisco Unified CCX Reports */

== Understanding Data Discrepancy between Different Cisco Unified CCX Reports ==

{| border="1"
|-
! '''Problem Summary'''
| Discrepancies between HR, RTR, CSD, and other Unified CCX reports are not clearly stated in a document.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| These differences are not limitations of the product but are the inherent differences in the way these various reports were designed and are intended to work.
|-
! '''Recommended Action'''
|
Click [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/troubleshooting/guide/Discrepancies_UnifiedCCX_Reports.pdf here] to know the legitimate discrepancies between different Unified CCX reports.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Reports show deleted agent as talking

2010-11-26T10:38:01Z

Pshree: /* Reports show deleted agent as talking */

== Reports show deleted agent as talking ==

{| border="1"
|-
! '''Problem Summary'''
| An agent was deleted an year ago. He is still being shown as talking in reports when filtered by team
|-
! '''Error Message'''
|
|-
! '''Possible Cause'''
| The agent team was changed while he was talking and so the new records for the agent was written with new agentid. When filtered by previous team, the system is not able to find any logout record for the particular agentid and thinks that the agent is still in talking state.
|-
! '''Recommended Action'''
| Find the last agentid for that team for the particular agent and insert a dummy logout record with that agentid. Care should be taken to change the agent details while the agent is logged out.
|-
! '''Release'''
| 4.0
|-
! '''Associated SR #'''
| SR 614656285
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Total logged in hours for agent very high after name change

2010-11-26T10:35:30Z

Pshree: /* Total logged in hours for agent very high after name change */

{{Template:Required Metadata}}
== Total logged in hours for agent very high after name change ==

{| border="1"
|-
! '''Problem Summary'''
| Total logged in hours for agent very high after name change.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| The agent name was changed via CCM while the agent was still logged into CAD.
|-
! '''Recommended Action'''
| Change the agent's name when agent is not logged in.
|-
! '''Release'''
|
|-
! '''Associated CDETS #'''
| CSCsx49385 : Updating Agent name in Call Manager creates a new agent in UCCX.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Reports show deleted agent as talking

2010-11-26T09:19:11Z

Pshree: /* Reports show deleted agent as talking */

Understanding Data Discrepancy between Different Cisco Unified CCX Reports

2010-11-26T09:17:52Z

Pshree: /* Understanding Data Discrepancy between Different Cisco Unified CCX Reports */

Some of the HR reports do not show complete data for the entire reporting period or gives no data error

2010-11-10T10:01:14Z

Pshree: /* HR reports not showing complete data for the entire reporting period or gives no data error */

== HR reports not showing complete data for the entire reporting period or gives no data error==

{| border="1"
|-
! '''Problem Summary'''
| While generating some of the Historical Reports from HRC, we get no data error or the generated report does not have complete set of data
|-
! '''Error Message'''
| sometimes we get "no data found for the reporting period.."
|-
! '''Possible Cause'''
| Because of temp dbspace limitation in informix, we have implemented a limit on the data on which report can be generated at one time. This limit is currently fixed on first 10,000 records in CCD table starting from the report start dateime. We take the timestamp from the 10000th record in CCD table and generate the report only till that timestamp starting from the report start datetime. If the concerned report does not have any data in this time frame, the report gives "no data.." error.
|-
! '''Recommended Action'''
|In UCCX 8.5, if there is no data in such a case, a blank report will be generated with a dummy record and a footnote displaying the message for this limitation. Else, if the report is generated with incomplete data, then also a footnote will be displayed with the messgage for this limitation. From DE side, efforts are on to take care of the actual issue in some way.
|-
! '''Release'''
| Release 8.0(1), 8.0(2)
|-
! '''Associated CDETS #'''
| CSCtj46902 (for fixing message), CSCtj96987 (for actual issue)
|-
|}

Some of the HR reports do not show complete data for the entire reporting period or gives no data error

2010-10-28T06:02:05Z

Pshree: New page: == HR reports not showing complete data for the entire reporting period or gives no data error== {| border="1" |- ! '''Problem Summary''' | While generating some of the Historical Reports...

Troubleshooting Tips for Unified CCX 8.0

2010-10-28T05:43:56Z

Pshree: /* Cisco Unified CCX Historical Reporting */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[Hardware not supported]]
* [[Unable to access NTP server]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]
* [[8.x installation states the platform is Vmware, though it is not a Vmware]]
* [[Installation fails to create RAID on MCS-7825-I4-CCX1 servers]]

= Backup and Restore =

= Windows to Linux Upgrade =
* [[Desktop Agent Config backup operation failed using PUT]]
* [[Backup operation failed while backing up Config/Database/Recordings using PUT]]
* [[Pre-Upgrade Tool backup operation is not supported]]
* [[CVD communication failed during backup using PUT]]
* [[Could not find the Engine/DB master node during backup using PUT]]
* [[Database size is not supported during backup using PUT]]
* [[CCX Node is not reachable during backup using PUT]]
* [[Not all the recording files are backed up during backup using PUT]]
* [[Power failure during restore operation of Windows to Linux upgrade]]
* [[Failure during restore operation of Windows to Linux upgrade]]
* [[FTP/SFTP path not accessible during data restore]]
* [[Restore operation fails due to mismatch in deployment type]]
* [[Restore operation fails due to mismatch in license package]]
* [[Invalid backup TAR file used during restore on Unified CCX 8.0(1)]]
* [[Not enough space to stage backup file on Unified CCX 8.0(1) during restore]]
* [[Component activation failed during restore on Unified CCX 8.0(1)]]
* [[Activating the node as Publisher failed during restore on Unified CCX 8.0(1)]]
* [[Database manager is not IN_SERVICE during restore on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of configuration data on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of DB data on Unified CCX 8.0(1)]]
* [[Node 2 CTI ports removal failed during restore]]
* [[Recordings not getting played after upgrade]]
* [[Deletion of Node 2 JTAPI user from CUCM fails during restore]]
* [[The VRU connection port for ICM Subsystem fails to migrate during restore of IP-IVR system]]
* [[Problem occurred during backing up of restore logs]]
* [[PUT backup fails during Desktop Agent Config backup operation]]

= Linux to Linux Upgrade =
* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [[No valid upgrade options found while running upgrade on node2]]

= Cisco Unified Communications Manager Telephony Subsystem =

=== First few things to check ===
* Is the subsystem in full service? If not refer to section for [[#Telephony Subsystem Out Of Service or Partial Service Issues]] below
* Also cross check JTAPI Client and Data sync. Refer to [[JTAPI Client and data resynchronization]]

=== Tracing ===
* [[Turning on SS_TEL]]
* [[Turning on Unified CCX Telephony Client traces]]
* [[Turning on UCM CCM and CTI SDI and SDL traces]]

=== Telephony Subsystem Out Of Service or Partial Service Issues ===
* [[Trigger partition change causes JTAPI subsystem to go to Partial Service]]
* [[Telephony Subsystem in Partial Service - calculateGroupReadiness indicates groups NOT READY]]
* [[Standard CTI Enabled role for JTAPI user]]
* [[UCM Telephony SS Out Of Service - Unable to create provider]]
* [[UCM Telephony SS Out Of Service - DB_ACCESS_ERROR]]
* [[UCM Telephony SS Out Of Service/Partial Service - Unable to Register CTI Port/Route Point]]
* [[Trigger Configuration Error]]
* [[Missing AddrInService events]]
* [[UCM Telephony SS in partial service after fall back to Node1]]
* [[UCM Telephony SS in partial service on a node]]
* [[JTAPI Client and data resynchronization]]
* [[JTAPI provider goes out of service]]
* [[Issues in JTAPI Port Recovery]]

=== Callflow guides ===
* [[Guide to reading MIVR logs for Telephony Issues - IVR Call Flow]]
* [[Guide to reading MIVR logs for Telephony Issues - ICD Call Flow]]

=== Identifying Issues in Call Flow ===
* [[Possible Issues in an ICD call flow]]
* Call is rejected as soon as it is received by Unified CCX
** [[REMOTE_TIMEOUT - No idle channels]]
* Call is not offered on the CTI Port
** [[TRIGGER_FAIL]]
** [[TRIGGER_MAX_SESSION]]
** [[Configuration issues]]
* Call is rejected after it is offered on the CTI Port
** [[SETUP_TIMEOUT]]
** [[SETUP_FAIL]]
* Issues invoking Application Task
** [[Null or Default Application Task]]
** [[ApplicationMaxSessionsException]]
** [[Invalid Script]]
* [[Media Setup Failure]]
* [[Codec Mismatch between Caller and CTI Port]]
* [[Call fails with CallCtlConnFailed event]]
* [[JTAPI Exception during redirect, accept, answer, transfer request]]
* [[Consult call fails with RESOURCE_BUSY]]
* Consult Call is not answered at agent extension
** [[RESOURCE_NOT_ACKNOWLEDGING]]
** [[RESOURCE_FORWARDING]]
* [[Could not meet post conditions of call.transfer]]
* [[Transfer does not receive CiscoTransferEndEv]]
* [[Multiple transfer failures]]
* [[Transfer success is false]]

===Other tips===
* [[Call aborted due to WFMaxExecutedStepsExceededException]]
* [[Common Cause Codes and Meta Codes in JTAPI]]
* [[Troubleshooting JTAPI CCN Exceptions]]
* [[Codec support issues]]
* [[Commonly used regular expressions]]
* [[How to escalate an issue to IPCBU JTAPI team]]
* http://developer.cisco.com/web/jtapi/docs

= Cisco Unified CCX Media subsystem =
=== Tracing ===
* [[Turning on Unified CCX Media Traces]]
* [[Turning on IPVMS Traces]]
===General Media Issue===
* [[Media subsystem is stuck in initializing state]]

= Cisco Unified Communications Manager Automated Attendant =

= Cisco Unified Communications Manager Express =
* [[Enabling CME Tracing]]
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]
* [[Unified CCX stops working after Unified CME is rebuilt after crash]]
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]
* [[Creation of Outbound trigger DN on UCCX fails]]

= Cisco Unified IPIVR/ICM =

=== First few things to check ===
* Is the ICM subsystem in full service in the IVR box? If not refer to section for [[#ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG]] below.

* Verify whether the license uploaded on the system is for IVR.

* [[ Logs to be enabled for IVR issues ]]

* After the above mentioned logs are enabled, search the MIVR logs for any Exceptions- "exception" or errors. The following exceptions seen in MIVR logs can be ignored as they are benign in nature:

435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event:
listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,Exception=
java.lang.IllegalStateException: already cleared
435719: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared

"ICM subsystem in IVR receives call control events such as call cleared, call transferred etc from ICM as well as JTAPI (call manager). Hence, in some cases, this results in race conditions where ICM susbsystem processes the event coming from JTAPI and immediately receives another event for the same call control operation from ICM. In such cases, the second request fails because the event is already processed by IVR and hence we see DISPATCH_FAILURE exceptions in the logs, which are purely benign.

In normal scenarios, ICM susbsystem(in IVR) notifies the ICM that the call is cleared as soon as it processes the event from JTAPI, in which case ICM does not send another call cleared request to IVR. However, in some cases it may so happen that ICM and JTAPI send this event almost at the same time due to which we see DISPATCH_FAILURE exceptions in the logs as explained above. These exceptions can be ignored as they do not result in any failures in the system."

Based on the exceptions, Isolate the issues into the following -

=== JTAPI issues ===

Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer to the [[#Cisco Unified Communications Manager Telephony Subsystem]] and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway. ]]

* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE. ]]

=== Call Flow Issues ===

* [[ Calls are failing in IVR and user hears busy tone for these calls. ]]

* [[IVR sends wrong values to ICM for the call variables.]]

* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR.]]

* [[Intermittent Translation Route to VRU failure.]]

* [[ Call reserves an agent although caller hanged in IPIVR. ]]

* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery. ]]

=== Set up Issues ===

* [[ Calls are failing in IVR intermittently – Some calls go through successfully and some fail intermittently and it may seem like the TCP connection is broken from the VRU PIM side at the time of the failed calls. ]]

* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR. ]]

* [[ What versions of IP IVR are supported for UCCE 8.0? ]]

* [[JTAPI OOS on one of the nodes in HA over WAN deployment ]]

=== Other Tips ===

* http://wwwin-eng.cisco.com/Eng/CCBU/CRA/Training/UCCX_8_0_IVR-ICM_Integration.pptx

* http://wwwin-eng.cisco.com/Eng/CCBU/ICM/Components/PG/PIMs/VRU/GED125.doc

* [[ CAD services visible in CLI 'utils service list' command ]]

* Many services in Deactivated state. Refer to [[ CAD services visible in CLI 'utils service list' command ]]

= Cisco Unified CCX Administration =
* [[Error in IE (Class doesn't support Automation) ]]
* [[User Authentication error during CUCM configuration ]]
* [[HTTP 403 or security protocols error ]]
* [[Add to cluster repeats in a loop ]]
* [[Object error during component activation ]]
* [[Components in deactivated state ]]
* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]
* [[Component activation failed during cluster setup ]]

= Cisco Unified CCX Database =

== General ==

== Replication ==

*[[Reset and Repair - what is the difference]]

= Cisco Unified CCX Editor =
*[[Script porting issues]]
*[[W1 upgrade issues]]
*[[Editor hanging issues]]
*[[Issues with installing on windows vista and windows 7]]

= Cisco Unified CCX Engine =
* [[Application subsystem is in partial service]]
* [[Changes to applications do not register]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[An error message plays when calling a CTI route point]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[ How to debug OutOfMemoryError ]]
* [[ How to analyze heap dumps ]]
* [[ How to debug the root cause for high CPU usage ]]

= Cisco Unified CCX ICD =

=== Required Tracing ===
* [[Log_Levels_for_issues_related_to_Routing_and_Queuing]]
=== RmCm is OOS OR in Partial Service ===
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem stuck in INITIALIZING state]]

=== RmCm Configurations issues ===
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[Some resource selection criteria are missing]]

=== Agent Issues ===

* [[Unified CCX agent is unable to log in]]
* [[Agent cannot go Ready after logging in]]
* [[Agent does not go to Work state after handling a call]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent toggles between Reserved and Ready state]]
* [[Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's]]
* [[Agent stuck in Reserved state]]
* [[Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs]]
* [[Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ_CONSULT_CONTACT ]]
* [[Agent State transformations in Select Join and Join Across Line scenarios]]

=== Call Issues ===
* [[Calls are not routed to agents]]
* [[Calls are sometimes not delivered accordingly to Skill Competence when Resource Selection Criteria is Most Skilled]]
* [[Same call is presented to two agents]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]

=== Scripting Issue ===
* [[Call redirected from one RP to the other multiple times with Redirect Step]]

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

=== Call Flow Guides ===
* [[Guide to read MIVR logs for a simple ICD call]]

= Cisco Unified CCX Real-Time Reporting =
* [[RTR in SelectJoin, DirectTransfer, JoinAcrossLines, DirectTransferAcrossLines Scenarios]]

= Cisco Unified CCX Historical Reporting =
* [[Pre-Requisites]]
* [[Required Log levels]]
* [[Historical records not getting written to database]]
* [[Discrepancies of JAL Scenarios]]
* [[Differences among Various Cisco Unified CCX reports]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[some of the HR reports do not show complete data for the entire reporting period or gives no data error]]

= Automatic Speech Recognition =
=== Tracing ===
* [[Turning on Unified CCX Automatic Speech Recognition Traces]]
===General ASR Issues===
* [[How To Bring MRCP ASR Provider To InService State]]
* [[Nuance 9.0 not working with Unified CCX]]
* [[How to integrate MRCP ASR-TTS with Unified CCX]]
* [[Assure ASR-TTS ports/resources are freed up after the application finishes]]
* [[UnsupportedGrammarException with Cisco Media i.e Default Dialog group]]
* [[Built in Grammar minlength and maxlength with Default or Cisco Media Group for DTMF inputs]]
* [[How to allow both DTMF and Speech Recognition together]]
* [[The Names are not recognized]]
* [[MRCP ASR Subsystem Status is out of service]]
* [[MRCP ASR Providers, MRCP Servers, or Groups Changes like additions, or deletions to do not take effect]]

= Outbound =
*Trace Levels
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*General Outbound Issues
**[[Outbound contacts not being dialed after failover]]
**[[Outbound calls fail with no callback number]]
**[[Outbound agent Stuck in Reserved state]]
**[[Outbound General Configuration data is changed]]
**[[Outbound Subsystem is Out Of Service]]
*Issues Related To Outbound Call Flow
**[[Outbound agents are ready for long time with available contacts]]
*CAD/CDA related issues
** [[Outbound Buttons are disabled on CAD]]
** [[CDA doesn't show checkbox for Outbound Dialer Mode]]

= Text-To-Speech =
=== Tracing ===
* [[Turning on Unified CCX Text To Speech traces]]
=== General TTS Issues ===
* [[Setting TTS Provider as Default TTS Provider]]
* [[How To Bring MRCP TTS Provider To InService State ]]
* [[Control prosody rate in PlayPrompt TTS block]]
* [[TTS Provider shows Last Status when Added Again]]
* [[MRCP TTS subsystem shows out of service status]]
* [[MRCP TTS Providers, MRCP Servers, locales, or genders changes like additions, or deletions to do not take effect]]

= Serviceability =
* Real-Time Monitoring Tool (RTMT)
** [[Troubleshooting RTMT Installation Errors]]
** [[Not able to install different RTMT clients on the same box]]
** [[Unable to Log in to Cisco Unified Real-Time Monitoring Tool]]
** [[Unable to Collect data for the second node from RTMT when the Primary Node is down]]
** [[Troubleshooting DiskSpace and Partition related alerts]]
** [[Collecting logs for troubleshooting RTMT Alerts]]
** [[Configuring RTMT Trace Settings]]
*SNMP
** [[Log Collection for SNMP Voice SubAgent issues]]
** [[Unable to receive Unified CCX SNMP Traps]]
** [[SNMP operations on the Voice MIB not fetching any output]]
** [[Troubleshooting Alarms/Alerts to be sent as SNMP Traps]]
* Log Profile 
** [[Debugging issues]]
** [[Known issues]]

= Serviceability (Analysis Manager) =
* [[I don't see the Analysis Manager Drawer or Menu items]]
* [[RTMT does not come up or behaves strangely]]
* [[I cannot log into RTMT]]
* [[My ‘Test Connectivity’ for Unified CCX node is failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[Where can I access RTMT and Analysis Manager logs]]

= Cisco Unified CCX Internationalization =

= VXML =
=== Tracing ===
* [[Turning on Unified CCX VXML traces]]
=== General VXML Issues ===
* [[How to use JavaScript greater than, less than and ampersand symbols in vxml var expr declaration]]
* [[Voice Browser Not able to fetch files with dynamic file extensions]]
* [[Not able to fetch grammar and prompt files through CRTP]]
* [[VXML tag not working properly with VoiceBrowser]]

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

* [[RCA for Engine failover]]
* [[Engine and CAD failover taking long time]]

= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]

= CDP =

= Cisco Unified CCX CLI =
* [[UCCX CLI log collection]]
* [[Analyzing UCCX CLI logs]]
* [[Cannot login to CLI]]
* [[Enabling root account from CLI]]
* [[Checking UCCX version using CLI]]
* [[Checking if the current node is a VOS publisher]]
* [[Checking configured UCCX license using CLI]]
* [[Checking & updating JTAPI Client using CLI]]
* [[Updating the UCM IP address in UCCX from CLI]]
* [[Checking trace level settings from UCCX CLI]]
* [[Setting trace level settings from UCCX CLI]]
* [[Running DB query from UCCX CLI]]

= Cisco Unified CCX Security =
* [[CSA]]
* [[IPTables (firewall)]]
* [[Engine]]

= Cisco Unified CCX IP Address/Hostname change =
* [[IP and Hostname change Log Collection]]
* [[Analyzing CCX IP and Hostname change log ]]
* [[Identify Cluster Issues after IP and Hostname change]]

= Cisco Unified CCX Wallboard Configuration =
* [[Troubleshooting and Log Collection]]

= Cisco Unified CCX Licensing =
* [[Invalid License MAC address error at time of License Upload]]
* [[Need License MAC before system install to reduce time delay]]
* [[New Licenses required (License Rehosting)]]
* [[Using Demo licenses]]
* [[Warning: System running on grace period message on admin login]]
* [[Error: Grace period expired on admin login]]
* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Error: License expired error on admin login]]
* [[Troubleshooting and Log collection]]

Reports show deleted agent as talking

2010-07-13T05:35:38Z

Pshree: New page: == Reports show deleted agent as talking == {| border="1" |- ! '''Problem Summary''' | An agent was deleted an year ago. He is still being shown as talking in reports when filtered by tea...

Troubleshooting Tips for Unified CCX 7.0

2010-07-13T05:28:36Z

Pshree: /* Cisco Unified CCX Historical Reporting */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''See also:''' [[Additional troubleshooting information for Unified CCX 7.0]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair]]

= Backup, Restore, and Update =
* [[Backup, Restore, and Upgrade cannot be started from a client desktop]]
* [[During Backup, Restore, or Upgrade, an exception is seen in user interface]]
* [[Backup failed for a One or Two-Node system]]
* [[CRS 4.5 profile name is missing]]
* [[Page Not Found message is displayed during Restore or Upgrade]]
* [[Restore fails due to a file not being found]]
* [[Restore failed for a one-node system]]
* [[Restore failed on a two-node system that had run before the Restore]]
* [[Restore failed on a two-node system that was re-imaged]]
* [[Some RmCm configuration is missing after upgrade]]
* [[During the backup process, the backup window is accidentally closed]]
* [[Restore error in HA deployment when tape drive moved]]
* [[Restore error in HA deployment when backup and restore is performed on different nodes]]
* [[Failure when Updating Outbound Subsystem Configuration]]

= Cisco Unified Communications Manager Enterprise Telephony subsystem =
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]

= Cisco Unified Communications Manager Automated Attendant =
* [[ Dial by name does not find the specified server ]]
* [[ Automated Attendant prompt is not played ]]

= Cisco Unified Communications Manager Express =
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]

= Cisco Unified CCX =
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem remains INITIALIZING]]
* [[RmCm remains in Initializing state]]
* [[Agents, Supervisors, or Teams are out of synch]]
* [[Agent or CSQ does not appear in CDA]]
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[You cannot select the order of agents]]
* [[Agent does not go to Work state after handling a call]]
* [[A media step causes a Could not create PlayPromptDialog Object exception]]
* [[Unable to make any Cisco Unified CCX configuration changes]]
* [[Some resource selection criteria are missing]]
* [[Unable to record an agent]]
* [[Sometimes the supervisor can monitor and record an agent and sometimes he cannot]]
* [[Calls to Cisco Unified CCX route points are disconnected]]
* [[Calls are not routed to agents]]
* [[Agents do not show in a CSQ]]
* [[Updating a NIC driver disables silent monitoring and recording]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Call fails if agent doesn’t pick the call in the first two rings]]
* [[Calls fail with CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out]]

= Cisco Unified IP IVR =
* [[Cisco Unified IP IVR drops callers when transferring to an extension]]
* [[Prompts play in language]]
* [[Some prompts do not play]]
* [[Some prompts in a script play in the language specified and other prompts play in English]]
* [[A prompt plays phrases in the wrong order]]

= Cisco Unified CCX Administration =
* [[The Cisco Unified CCX Administration Authentication web page is not available]]
* [[Uploading a license file can result in a warning message]]
* [[User cannot log in to the Cisco Unified CCX web page]]
* [[Refreshing subflow script does not update parent scripts]]
* [[Cisco Unified CM users display in random order]]
* [[Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server]]
* [[Database table fields used by wallboard store data in milliseconds]]
* [[Management pages display error message when selected]]
* [[Zip file does not auto unzip on Document Management page]]
* [[Invalid files message displays while uploading a zip file of prompts]]
* [[A Component Manager goes into partial service when uploading a zip file]]
* [[High call rejection rate under heavy load]]
* [[Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file]]
* [[Callers hear a fast busy while calling the JTAPI triggers]]
* [[Override media termination group displayed twice]]
* [[SUPERVISE_CALL_REQ type barge in without AgentCallID]]
* [[Uploading Scripts to Unified CCX throws error]]

= Cisco Unified CCX Admin Utility =
* [[The cluster is not in synchronization]]
* [[Cisco Unified CCX Admin Utility exits or does not come up after login]]
* [[The Cisco Unified CCX Admin Utility fails due to data corruption]]
* [[The Cisco Unified CCX Admin Utility will not run on a non bootstrap node]]
* [[The Cisco Unified CCX Admin Utility will not run since the Node Manager hung]]

= Cisco Unified CCX Database =
* [[Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration]]
* [[HR client login error]]
* [[Cannot activate DB components on HA node]]
* [[Cisco Unified CCX Databases are not purged as expected]]
* [[Purge command did not purge data]]
* [[Historical Database db_cra is full]]
* [[E-mail notification of database purging activities is not sent]]
* [[Syslog or SNMP trap notification of database purging activities is not sent]]
* [[After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail]]
* [[Uninstall SQL hotfix 2282 is failing]]
* [[The IPCC server is loosing the ODBC connection after running fine for some time]]
* [[SQL Agent crash with Red X Mark, and the Node Manager is down]]
* [[After the upgrade SQL Server got changed to MSDE]]
* [[From the log: Login failed for user '(null)'. Root cause: Not associated with a trusted SQL Server connection]]
* [[While doing some configuration change from the Appadmin gets the following error: "Error updating Database"]]
* [[Primary key violation exception in the MIVR logs while trying to insert a historical record to the Database table]]
* [[SQLException while uploading prompt, grammar, document using editor steps inside the workflow script]]
* [[Cannot configure Application or System parameters from the Cisco Unified CCX Administration]]
* [[Enterprise Database Subsystem is in out of service or in partial service]]
* [[Can't create a new Datasource from the Appadmin]]
* [[After creating the datasource and System DSN, it is not getting displayed in the editor step]]
* [[Not able to view/edit rmcm configurations from node2 appadmin in an HA setup]]
* [[DBAccessor errors while CVD start up]]
* [[When trying to delete and create a new Datsource from the appadmin page, there is an error stating Datasource with the same name exists]]
* [[There is an error displayed in the appadmin while trying to modify the Datasource configuration]]
* [[Regarding Enterprise Database driver usage]]
* [[Datastore component activations fails when trying to activate node2 components]]
* [[Cannot activate datastores on second node in HA deployment. On node2 DB version in Bootstrap 8.00.2187 does not match actual Database Engine version 8.00.2282]]
* [[Replication Failure seen in the DB control center Appadmin page]]
* [[Config datastore activation failed.java.sql.SQLException: The operation could not be performed because the OLE DB provider 'SQLOLEDB' was unable to begin a distributed transaction]]
* [[Cannot activate Datastore components on HA node]]
* [[In the Appadmin DB control center node 2 data store is not present in an HA setup]]
* [[node2 datastore component activation is failing]]
* [[Not able to activate config datastore from node2 of a CCX HA setup]]
* [[Not able to activate config datastore from node2 of a CCX HA setup.Insert Error: Column name or number of supplied values does not match table definition.]]
* [[Replication broken between the two nodes ]]
* [[Node2 config and historical datastore component activation fails with the error message:java.rmi.NoSuchObjectException: no such object in table]]
* [[DB Write is failing with Exception: java.sql.SQLException: No row count was produced ExecuteUpdate Error Occurred ]]

= Cisco Unified CCX Editor =
* [[Change a string variable to an integer]]
* [[Accept step error during active debug]]
* [[Error occurs with Reactive Debugging Tool]]
* [[Agent automatically put into Ready state]]
* [[Agent has invalid state transition from Reserved to Available to Talking]]

= Cisco Unified CCX Engine =
* [[Agent cannot go Ready after logging in]]
* [[Voice Browser step throws an exception]]
* [[Cisco Unified CCX Engine does not start and an RMI port in use error appears]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1067]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1069]]
* [[Application subsystem is in partial service]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[Changing the time in Cisco Unified CCX machines results in agents getting logged off]]
* [[An error message plays when calling a CTI route point]]
* [[Changes to applications do not register]]
* [[Call drops during transfer over gateway]]
* [[H.323 client DTMF digits not detected]]
* [[Redirected call is disconnected]]
* [[The Cisco Unified CCX server runs out of disk space]]
* [[Cisco Unified CCX Server runs at 100% capacity or is slow]]
* [[Database Subsystem goes into partial service]]
* [[JTAPI subsystem is in partial service]]
* [[Unable to connect to JTAPI provider]]
* [[The Simple Recognition step takes the unsuccessful branch]]
* [[Calling party and Cisco Unified CCX do not have common codec]]
* [[Prompts with incorrect codec being played out]]
* [[Prompt Exception in Cisco Unified CCX Engine log file]]
* [[Cisco Unified CCX Engine does not start]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[Cisco Unified CCX Server and Active Directory integration results in some services being unregistered]]
* [[Database Subsystem fails to connect to MS SQL server]]

= Cisco Unified CCX Real-Time Reporting =
* [[Attempting to run a real-time report causes an error]]
* [[After installing JRE, the user receives a message from real-time reporting saying to install JRE]]
* [[Contact entry is stuck in real-time reporting]]

= Cisco Unified CCX Historical Reporting =
* [[Exported PDF report does not print in landscape orientation]]
* [[User login missing in Windows XP after installing HR client]]
* [[Client and Server security policies do not match]]
* [[Charts do not appear properly in MS Excel format]]
* [[Columns of data missing in report in MS Excel format]]
* [[Records truncated in report in MS Excel format]]
* [[Agent names overwritten on charts]]
* [[RTF Report containing charts has tabular report headings]]
* [[Scheduler icon does not appear on Terminal Services client]]
* [[Reports do not execute at scheduled times]]
* [[Search dialog box and Preview tab appear in English on Windows system with locale set to German]]
* [[Dialog box does not appear as expected when report is exported]]
* [[Error when choosing an option from the Historical Reporting web page]]
* [[Truncated report description in Historical Reports client]]
* [[Scheduled Historical Reports do not run]]
* [[The SQL Command Failed dialog box appears when you try to generate a historical report]]
* [[Some information appears in English on a German system]]
* [[The Historical Reports client computer cannot connect to the Cisco Unified CCX server]]
* [[A Database Connection Error 5051 error appears]]
* [[Export file name does not appear in Export dialog box]]
* [[Cannot point to local applications from the Database Server Configuration page]]
* [[Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned]]
* [[Only three report templates are available for Cisco Unified CCX Standard]]
* [[Discrepancy in number of ACD calls shown on custom reports]]
* [[Priority Summary Activity Report chart prints only partly in color]]
* [[Scheduled Historical Reports do not run and message appears in CiscoSch.log file]]
* [[Historical Reporting Client window shows nothing in the user drop-down menu]]
* [[Historical Reporting Client stops working; attempt to log in again results in error messages]]
* [[Scheduler DOS exception error received when running a custom report]]
* [[Columns displaced in Excel spreadsheet when exporting a report]]
* [[Scheduler icon does not appear in Windows status bar]]
* [[Error message appears indicating connection with database is broken]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[Which reports should be used to determine BHCA and BHCC?]]
* [[Total logged in hours for agent very high after name change]]
* [[Filter by skill/team/resourcegroup not working]]
* [[Historical_Reports_Gives_VB_List_Box_Error_on_Detailed_Call_Reports]]
* [[Historical Reporting Data mis-match]]
* [[Reports show deleted agent as talking]]

= Automatic Speech Recognition =
* [[Names are not recognized]]
* [[Recognition never times out]]
* [[Alternate pronunciations and nicknames are not recognized]]
* [[Reduced call completion rate under heavy load while using an MRCP ASR Group]]
* [[MRCP ASR subsystem is out of service]]
* [[Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect]]
* [[Calling a route point with an MRCP ASR Dialog Group results in default treatment]]

= Outbound =
* [[Agent does skip or skip-close but does not stay reserved]]
* [[Agent is not getting callbacks]]
* [[Agent is ready but does not get an Outbound call for up to two minutes]]
* [[Errors placing Outbound calls]]
* [[Not all contacts get imported]]
* [[On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem]]
* [[Outbound buttons do not show up on CAD]]
* [[Outbound buttons show up but are disabled on CAD]]
* [[Outbound calls are not getting dialed]]
* [[Outbound call volume is low]]
* [[Outbound System Service is not in service]]
* [[RTR Outbound reports do not show all possible reclassification]]

= Text-to-Speech =
* [[Provider becomes IN_SERVICE immediately]]
* [[TTS Prompt does not play]]
* [[TTS prompt is not recognizable]]
* [[MRCP TTS subsystem is out of service]]
* [[Long TTS prompts consume significant memory on Cisco Unified CCX Server]]
* [[Non-UTF-8 characters needed for some languages]]
* [[A .wav file prompt playback is garbled when played by a TTS server]]
* [[Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect]]

= Serviceability =
* [[SNMP-based network management tools cannot monitor Cisco Unified CCX components]]
* [[File Manager in partial service]]
* [[SNMP traps do not arrive at the trap receiver]]
* [[Syslog messages not received by receiver]]
* [[The Alarm Service does not start]]
* [[Serviceability does not uninstall completely]]
* [[Updating Data with the Serviceability Tool on One Node does not Update Other Nodes]]
* [[Virus Scan software slows Call Completion Rate]]

= Cisco Unified CCX Internationalization =
* [[Results not as expected for first name and last name in Chinese, Japanese, and Korean]]
* [[Language specified is not accepted or played]]

= VXML =
* [[Voice Browser Step troubleshooting steps]]
* [[Timeout attribute for non-input does not work]]
* [[Menu Choice DTMF does not work]]

= High Availability and Bootstrap =
* [[Transaction Manager cannot start]]
* [[Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file]]
* [[Node Manager service will not stay up due to Bootstrap manager failing to start.]]

= High Availability and Failover =
* [[Conflicts in Datastore Control Center history]]
* [[Cannot make configuration changes in HA cluster]]
* [[Cannot make configuration changes in RmCm Subsystem]]
* [[Service constantly shows Invalid]]
* [[Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure]]
* [[Cluster is in partial service]]
* [[Server is in partial service]]
* [[Cisco Unified CCX does not accept a call or function properly]]
* [[Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center]]
* [[Cluster time synch fails]]
* [[Cisco Unified CCX Servers respond slowly in a High Availability environment]]
* [[Multiple failovers with high CPU usage]]

= VoIP Monitor =
* [[VoIP monitor does not work correctly]]
* [[Cisco Unified CCX fails to start]]
* [[VoIP Monitor tab of the CDA gives an error]]
* [[VoIP Monitor does not list some phone devices]]

= CDP =
* [[CDP Protocol Driver missing in Device Manager]]

Historical Reporting Data mis-match

2010-07-13T05:24:43Z

Pshree: New page: == Historical Reporting data mismatch == {| border="1" |- ! '''Problem Summary''' | An agent/CSQ being reported in one report but not in another for the same time period when it should ha...

== Historical Reporting data mismatch ==

{| border="1"
|-
! '''Problem Summary'''
| An agent/CSQ being reported in one report but not in another for the same time period when it should have been reported at both places
|-
! '''Error Message'''
|
|-
! '''Possible Cause'''
| Records are being written with inactive ids. Some of the reports use dateinactive field for getting the resultset. So they fail to report on agents/csqs whose records are written with wrong ids. While some of the reports do not use dateinactive field and hence are able to report on messed up agents/csqs.
|-
! '''Recommended Action'''
|
|-
! '''Release'''
| 7.0
|-
! '''Associated CDETS #'''
| CSCsz09929, SR 614582595
|-
|}

[[Category:Unified CCX, Release 7.0]]

Troubleshooting Tips for Unified CCX 7.0

2010-07-13T05:10:30Z

Pshree: /* Cisco Unified CCX Historical Reporting */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''See also:''' [[Additional troubleshooting information for Unified CCX 7.0]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair]]

= Backup, Restore, and Update =
* [[Backup, Restore, and Upgrade cannot be started from a client desktop]]
* [[During Backup, Restore, or Upgrade, an exception is seen in user interface]]
* [[Backup failed for a One or Two-Node system]]
* [[CRS 4.5 profile name is missing]]
* [[Page Not Found message is displayed during Restore or Upgrade]]
* [[Restore fails due to a file not being found]]
* [[Restore failed for a one-node system]]
* [[Restore failed on a two-node system that had run before the Restore]]
* [[Restore failed on a two-node system that was re-imaged]]
* [[Some RmCm configuration is missing after upgrade]]
* [[During the backup process, the backup window is accidentally closed]]
* [[Restore error in HA deployment when tape drive moved]]
* [[Restore error in HA deployment when backup and restore is performed on different nodes]]
* [[Failure when Updating Outbound Subsystem Configuration]]

= Cisco Unified Communications Manager Enterprise Telephony subsystem =
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]

= Cisco Unified Communications Manager Automated Attendant =
* [[ Dial by name does not find the specified server ]]
* [[ Automated Attendant prompt is not played ]]

= Cisco Unified Communications Manager Express =
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]

= Cisco Unified CCX =
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem remains INITIALIZING]]
* [[RmCm remains in Initializing state]]
* [[Agents, Supervisors, or Teams are out of synch]]
* [[Agent or CSQ does not appear in CDA]]
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[You cannot select the order of agents]]
* [[Agent does not go to Work state after handling a call]]
* [[A media step causes a Could not create PlayPromptDialog Object exception]]
* [[Unable to make any Cisco Unified CCX configuration changes]]
* [[Some resource selection criteria are missing]]
* [[Unable to record an agent]]
* [[Sometimes the supervisor can monitor and record an agent and sometimes he cannot]]
* [[Calls to Cisco Unified CCX route points are disconnected]]
* [[Calls are not routed to agents]]
* [[Agents do not show in a CSQ]]
* [[Updating a NIC driver disables silent monitoring and recording]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Call fails if agent doesn’t pick the call in the first two rings]]
* [[Calls fail with CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out]]

= Cisco Unified IP IVR =
* [[Cisco Unified IP IVR drops callers when transferring to an extension]]
* [[Prompts play in language]]
* [[Some prompts do not play]]
* [[Some prompts in a script play in the language specified and other prompts play in English]]
* [[A prompt plays phrases in the wrong order]]

= Cisco Unified CCX Administration =
* [[The Cisco Unified CCX Administration Authentication web page is not available]]
* [[Uploading a license file can result in a warning message]]
* [[User cannot log in to the Cisco Unified CCX web page]]
* [[Refreshing subflow script does not update parent scripts]]
* [[Cisco Unified CM users display in random order]]
* [[Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server]]
* [[Database table fields used by wallboard store data in milliseconds]]
* [[Management pages display error message when selected]]
* [[Zip file does not auto unzip on Document Management page]]
* [[Invalid files message displays while uploading a zip file of prompts]]
* [[A Component Manager goes into partial service when uploading a zip file]]
* [[High call rejection rate under heavy load]]
* [[Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file]]
* [[Callers hear a fast busy while calling the JTAPI triggers]]
* [[Override media termination group displayed twice]]
* [[SUPERVISE_CALL_REQ type barge in without AgentCallID]]
* [[Uploading Scripts to Unified CCX throws error]]

= Cisco Unified CCX Admin Utility =
* [[The cluster is not in synchronization]]
* [[Cisco Unified CCX Admin Utility exits or does not come up after login]]
* [[The Cisco Unified CCX Admin Utility fails due to data corruption]]
* [[The Cisco Unified CCX Admin Utility will not run on a non bootstrap node]]
* [[The Cisco Unified CCX Admin Utility will not run since the Node Manager hung]]

= Cisco Unified CCX Database =
* [[Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration]]
* [[HR client login error]]
* [[Cannot activate DB components on HA node]]
* [[Cisco Unified CCX Databases are not purged as expected]]
* [[Purge command did not purge data]]
* [[Historical Database db_cra is full]]
* [[E-mail notification of database purging activities is not sent]]
* [[Syslog or SNMP trap notification of database purging activities is not sent]]
* [[After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail]]
* [[Uninstall SQL hotfix 2282 is failing]]
* [[The IPCC server is loosing the ODBC connection after running fine for some time]]
* [[SQL Agent crash with Red X Mark, and the Node Manager is down]]
* [[After the upgrade SQL Server got changed to MSDE]]
* [[From the log: Login failed for user '(null)'. Root cause: Not associated with a trusted SQL Server connection]]
* [[While doing some configuration change from the Appadmin gets the following error: "Error updating Database"]]
* [[Primary key violation exception in the MIVR logs while trying to insert a historical record to the Database table]]
* [[SQLException while uploading prompt, grammar, document using editor steps inside the workflow script]]
* [[Cannot configure Application or System parameters from the Cisco Unified CCX Administration]]
* [[Enterprise Database Subsystem is in out of service or in partial service]]
* [[Can't create a new Datasource from the Appadmin]]
* [[After creating the datasource and System DSN, it is not getting displayed in the editor step]]
* [[Not able to view/edit rmcm configurations from node2 appadmin in an HA setup]]
* [[DBAccessor errors while CVD start up]]
* [[When trying to delete and create a new Datsource from the appadmin page, there is an error stating Datasource with the same name exists]]
* [[There is an error displayed in the appadmin while trying to modify the Datasource configuration]]
* [[Regarding Enterprise Database driver usage]]
* [[Datastore component activations fails when trying to activate node2 components]]
* [[Cannot activate datastores on second node in HA deployment. On node2 DB version in Bootstrap 8.00.2187 does not match actual Database Engine version 8.00.2282]]
* [[Replication Failure seen in the DB control center Appadmin page]]
* [[Config datastore activation failed.java.sql.SQLException: The operation could not be performed because the OLE DB provider 'SQLOLEDB' was unable to begin a distributed transaction]]
* [[Cannot activate Datastore components on HA node]]
* [[In the Appadmin DB control center node 2 data store is not present in an HA setup]]
* [[node2 datastore component activation is failing]]
* [[Not able to activate config datastore from node2 of a CCX HA setup]]
* [[Not able to activate config datastore from node2 of a CCX HA setup.Insert Error: Column name or number of supplied values does not match table definition.]]
* [[Replication broken between the two nodes ]]
* [[Node2 config and historical datastore component activation fails with the error message:java.rmi.NoSuchObjectException: no such object in table]]
* [[DB Write is failing with Exception: java.sql.SQLException: No row count was produced ExecuteUpdate Error Occurred ]]

= Cisco Unified CCX Editor =
* [[Change a string variable to an integer]]
* [[Accept step error during active debug]]
* [[Error occurs with Reactive Debugging Tool]]
* [[Agent automatically put into Ready state]]
* [[Agent has invalid state transition from Reserved to Available to Talking]]

= Cisco Unified CCX Engine =
* [[Agent cannot go Ready after logging in]]
* [[Voice Browser step throws an exception]]
* [[Cisco Unified CCX Engine does not start and an RMI port in use error appears]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1067]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1069]]
* [[Application subsystem is in partial service]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[Changing the time in Cisco Unified CCX machines results in agents getting logged off]]
* [[An error message plays when calling a CTI route point]]
* [[Changes to applications do not register]]
* [[Call drops during transfer over gateway]]
* [[H.323 client DTMF digits not detected]]
* [[Redirected call is disconnected]]
* [[The Cisco Unified CCX server runs out of disk space]]
* [[Cisco Unified CCX Server runs at 100% capacity or is slow]]
* [[Database Subsystem goes into partial service]]
* [[JTAPI subsystem is in partial service]]
* [[Unable to connect to JTAPI provider]]
* [[The Simple Recognition step takes the unsuccessful branch]]
* [[Calling party and Cisco Unified CCX do not have common codec]]
* [[Prompts with incorrect codec being played out]]
* [[Prompt Exception in Cisco Unified CCX Engine log file]]
* [[Cisco Unified CCX Engine does not start]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[Cisco Unified CCX Server and Active Directory integration results in some services being unregistered]]
* [[Database Subsystem fails to connect to MS SQL server]]

= Cisco Unified CCX Real-Time Reporting =
* [[Attempting to run a real-time report causes an error]]
* [[After installing JRE, the user receives a message from real-time reporting saying to install JRE]]
* [[Contact entry is stuck in real-time reporting]]

= Cisco Unified CCX Historical Reporting =
* [[Exported PDF report does not print in landscape orientation]]
* [[User login missing in Windows XP after installing HR client]]
* [[Client and Server security policies do not match]]
* [[Charts do not appear properly in MS Excel format]]
* [[Columns of data missing in report in MS Excel format]]
* [[Records truncated in report in MS Excel format]]
* [[Agent names overwritten on charts]]
* [[RTF Report containing charts has tabular report headings]]
* [[Scheduler icon does not appear on Terminal Services client]]
* [[Reports do not execute at scheduled times]]
* [[Search dialog box and Preview tab appear in English on Windows system with locale set to German]]
* [[Dialog box does not appear as expected when report is exported]]
* [[Error when choosing an option from the Historical Reporting web page]]
* [[Truncated report description in Historical Reports client]]
* [[Scheduled Historical Reports do not run]]
* [[The SQL Command Failed dialog box appears when you try to generate a historical report]]
* [[Some information appears in English on a German system]]
* [[The Historical Reports client computer cannot connect to the Cisco Unified CCX server]]
* [[A Database Connection Error 5051 error appears]]
* [[Export file name does not appear in Export dialog box]]
* [[Cannot point to local applications from the Database Server Configuration page]]
* [[Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned]]
* [[Only three report templates are available for Cisco Unified CCX Standard]]
* [[Discrepancy in number of ACD calls shown on custom reports]]
* [[Priority Summary Activity Report chart prints only partly in color]]
* [[Scheduled Historical Reports do not run and message appears in CiscoSch.log file]]
* [[Historical Reporting Client window shows nothing in the user drop-down menu]]
* [[Historical Reporting Client stops working; attempt to log in again results in error messages]]
* [[Scheduler DOS exception error received when running a custom report]]
* [[Columns displaced in Excel spreadsheet when exporting a report]]
* [[Scheduler icon does not appear in Windows status bar]]
* [[Error message appears indicating connection with database is broken]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[Which reports should be used to determine BHCA and BHCC?]]
* [[Total logged in hours for agent very high after name change]]
* [[Filter by skill/team/resourcegroup not working]]
* [[Historical_Reports_Gives_VB_List_Box_Error_on_Detailed_Call_Reports]]
* [[Historical Reporting Data mis-match]]

= Automatic Speech Recognition =
* [[Names are not recognized]]
* [[Recognition never times out]]
* [[Alternate pronunciations and nicknames are not recognized]]
* [[Reduced call completion rate under heavy load while using an MRCP ASR Group]]
* [[MRCP ASR subsystem is out of service]]
* [[Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect]]
* [[Calling a route point with an MRCP ASR Dialog Group results in default treatment]]

= Outbound =
* [[Agent does skip or skip-close but does not stay reserved]]
* [[Agent is not getting callbacks]]
* [[Agent is ready but does not get an Outbound call for up to two minutes]]
* [[Errors placing Outbound calls]]
* [[Not all contacts get imported]]
* [[On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem]]
* [[Outbound buttons do not show up on CAD]]
* [[Outbound buttons show up but are disabled on CAD]]
* [[Outbound calls are not getting dialed]]
* [[Outbound call volume is low]]
* [[Outbound System Service is not in service]]
* [[RTR Outbound reports do not show all possible reclassification]]

= Text-to-Speech =
* [[Provider becomes IN_SERVICE immediately]]
* [[TTS Prompt does not play]]
* [[TTS prompt is not recognizable]]
* [[MRCP TTS subsystem is out of service]]
* [[Long TTS prompts consume significant memory on Cisco Unified CCX Server]]
* [[Non-UTF-8 characters needed for some languages]]
* [[A .wav file prompt playback is garbled when played by a TTS server]]
* [[Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect]]

= Serviceability =
* [[SNMP-based network management tools cannot monitor Cisco Unified CCX components]]
* [[File Manager in partial service]]
* [[SNMP traps do not arrive at the trap receiver]]
* [[Syslog messages not received by receiver]]
* [[The Alarm Service does not start]]
* [[Serviceability does not uninstall completely]]
* [[Updating Data with the Serviceability Tool on One Node does not Update Other Nodes]]
* [[Virus Scan software slows Call Completion Rate]]

= Cisco Unified CCX Internationalization =
* [[Results not as expected for first name and last name in Chinese, Japanese, and Korean]]
* [[Language specified is not accepted or played]]

= VXML =
* [[Voice Browser Step troubleshooting steps]]
* [[Timeout attribute for non-input does not work]]
* [[Menu Choice DTMF does not work]]

= High Availability and Bootstrap =
* [[Transaction Manager cannot start]]
* [[Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file]]
* [[Node Manager service will not stay up due to Bootstrap manager failing to start.]]

= High Availability and Failover =
* [[Conflicts in Datastore Control Center history]]
* [[Cannot make configuration changes in HA cluster]]
* [[Cannot make configuration changes in RmCm Subsystem]]
* [[Service constantly shows Invalid]]
* [[Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure]]
* [[Cluster is in partial service]]
* [[Server is in partial service]]
* [[Cisco Unified CCX does not accept a call or function properly]]
* [[Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center]]
* [[Cluster time synch fails]]
* [[Cisco Unified CCX Servers respond slowly in a High Availability environment]]
* [[Multiple failovers with high CPU usage]]

= VoIP Monitor =
* [[VoIP monitor does not work correctly]]
* [[Cisco Unified CCX fails to start]]
* [[VoIP Monitor tab of the CDA gives an error]]
* [[VoIP Monitor does not list some phone devices]]

= CDP =
* [[CDP Protocol Driver missing in Device Manager]]

Historical Reports Gives VB List Box Error on Detailed Call Reports

2010-06-23T04:16:31Z

Pshree: New page: == Historical Report Gives VB List Box Error on Detailed Call Reports == {| border="1" |- ! '''Problem Summary''' | On selecting Detailed Call CSQ Agent Report on a system that has more t...

== Historical Report Gives VB List Box Error on Detailed Call Reports ==

{| border="1"
|-
! '''Problem Summary'''
| On selecting Detailed Call CSQ Agent Report on a system that has more than 32765 distinct calling or
called numbers in the database, Historical Report gives VB List Box Error
|-
! '''Error Message'''
| The number of filter parameter values exceeded maximum entries (32765) that VB listbox can hold.
Only the first 32765 filter parameter values will be available for selection.
|-
! '''Possible Cause'''
| This is a limitation with VB.

The default value is 32765 as the maximum limit of the list box is 32765.
If there are more than 32765 entries, the list box of the HRC shows only up to 32765 distinct values. The rest of the values are omitted.

|-
! '''Recommended Action'''
| The workaround is to limit the query to pull less than 32765 entries into the VB Box.

You can customize the entries of the HRC list box 'Available' such as it shows "first 'n' entries/first 32765 entries/last 32765 entries/32765 entries between 'x' and 'y'". For this, you need to modify the xml file for the report.

On the PC where the Historical Reports client is installed, navigate to <Install Dir>\Cisco UCCX
Historical Reports\ReportTemplates\<language>.
Open ICD_Detailed_Call_CSQ_Agent_en_us.xml (Replace en_us with local language).
Locate the line
<SQL>SELECT distinct callednumber FROM db_cra.dbo.contactcalldetail</SQL>
Change this line to read
<SQL>SELECT distinct top 32000 callednumber FROM db_cra.dbo.contactcalldetail</SQL>
Locate the line
<SQL>SELECT distinct originatordn FROM db_cra.dbo.contactcalldetail</SQL>
Change this line to read
<SQL>SELECT distinct top 32000 originatordn FROM db_cra.dbo.contactcalldetail</SQL>

You can use 'between' keyword in the SQL query to get values between two entries.

|-
! '''Release'''
| 7.0(1)
|-
! '''Associated CDETS #'''
| CSCtg06706
|-
|}

[[Category:Unified CCX, Release 7.0]]

Troubleshooting Tips for Unified CCX 7.0

2010-06-23T04:13:48Z

Pshree: /* Cisco Unified CCX Historical Reporting */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''See also:''' [[Additional troubleshooting information for Unified CCX 7.0]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair]]

= Backup, Restore, and Update =
* [[Backup, Restore, and Upgrade cannot be started from a client desktop]]
* [[During Backup, Restore, or Upgrade, an exception is seen in user interface]]
* [[Backup failed for a One or Two-Node system]]
* [[CRS 4.5 profile name is missing]]
* [[Page Not Found message is displayed during Restore or Upgrade]]
* [[Restore fails due to a file not being found]]
* [[Restore failed for a one-node system]]
* [[Restore failed on a two-node system that had run before the Restore]]
* [[Restore failed on a two-node system that was re-imaged]]
* [[Some RmCm configuration is missing after upgrade]]
* [[During the backup process, the backup window is accidentally closed]]
* [[Restore error in HA deployment when tape drive moved]]
* [[Restore error in HA deployment when backup and restore is performed on different nodes]]
* [[Failure when Updating Outbound Subsystem Configuration]]

= Cisco Unified Communications Manager Enterprise Telephony subsystem =
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]

= Cisco Unified Communications Manager Automated Attendant =
* [[ Dial by name does not find the specified server ]]
* [[ Automated Attendant prompt is not played ]]

= Cisco Unified Communications Manager Express =
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]

= Cisco Unified CCX =
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem remains INITIALIZING]]
* [[RmCm remains in Initializing state]]
* [[Agents, Supervisors, or Teams are out of synch]]
* [[Agent or CSQ does not appear in CDA]]
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[You cannot select the order of agents]]
* [[Agent does not go to Work state after handling a call]]
* [[A media step causes a Could not create PlayPromptDialog Object exception]]
* [[Unable to make any Cisco Unified CCX configuration changes]]
* [[Some resource selection criteria are missing]]
* [[Unable to record an agent]]
* [[Sometimes the supervisor can monitor and record an agent and sometimes he cannot]]
* [[Calls to Cisco Unified CCX route points are disconnected]]
* [[Calls are not routed to agents]]
* [[Agents do not show in a CSQ]]
* [[Updating a NIC driver disables silent monitoring and recording]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Call fails if agent doesn’t pick the call in the first two rings]]
* [[Calls fail with CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out]]

= Cisco Unified IP IVR =
* [[Cisco Unified IP IVR drops callers when transferring to an extension]]
* [[Prompts play in language]]
* [[Some prompts do not play]]
* [[Some prompts in a script play in the language specified and other prompts play in English]]
* [[A prompt plays phrases in the wrong order]]

= Cisco Unified CCX Administration =
* [[The Cisco Unified CCX Administration Authentication web page is not available]]
* [[Uploading a license file can result in a warning message]]
* [[User cannot log in to the Cisco Unified CCX web page]]
* [[Refreshing subflow script does not update parent scripts]]
* [[Cisco Unified CM users display in random order]]
* [[Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server]]
* [[Database table fields used by wallboard store data in milliseconds]]
* [[Management pages display error message when selected]]
* [[Zip file does not auto unzip on Document Management page]]
* [[Invalid files message displays while uploading a zip file of prompts]]
* [[A Component Manager goes into partial service when uploading a zip file]]
* [[High call rejection rate under heavy load]]
* [[Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file]]
* [[Callers hear a fast busy while calling the JTAPI triggers]]
* [[Override media termination group displayed twice]]
* [[SUPERVISE_CALL_REQ type barge in without AgentCallID]]
* [[Uploading Scripts to Unified CCX throws error]]

= Cisco Unified CCX Admin Utility =
* [[The cluster is not in synchronization]]
* [[Cisco Unified CCX Admin Utility exits or does not come up after login]]
* [[The Cisco Unified CCX Admin Utility fails due to data corruption]]
* [[The Cisco Unified CCX Admin Utility will not run on a non bootstrap node]]
* [[The Cisco Unified CCX Admin Utility will not run since the Node Manager hung]]

= Cisco Unified CCX Database =
* [[Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration]]
* [[HR client login error]]
* [[Cannot activate DB components on HA node]]
* [[Cisco Unified CCX Databases are not purged as expected]]
* [[Purge command did not purge data]]
* [[Historical Database db_cra is full]]
* [[E-mail notification of database purging activities is not sent]]
* [[Syslog or SNMP trap notification of database purging activities is not sent]]
* [[After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail]]
* [[Uninstall SQL hotfix 2282 is failing]]
* [[The IPCC server is loosing the ODBC connection after running fine for some time]]
* [[SQL Agent crash with Red X Mark, and the Node Manager is down]]
* [[After the upgrade SQL Server got changed to MSDE]]
* [[From the log: Login failed for user '(null)'. Root cause: Not associated with a trusted SQL Server connection]]
* [[While doing some configuration change from the Appadmin gets the following error: "Error updating Database"]]
* [[Primary key violation exception in the MIVR logs while trying to insert a historical record to the Database table]]
* [[SQLException while uploading prompt, grammar, document using editor steps inside the workflow script]]
* [[Cannot configure Application or System parameters from the Cisco Unified CCX Administration]]
* [[Enterprise Database Subsystem is in out of service or in partial service]]
* [[Can't create a new Datasource from the Appadmin]]
* [[After creating the datasource and System DSN, it is not getting displayed in the editor step]]
* [[Not able to view/edit rmcm configurations from node2 appadmin in an HA setup]]
* [[DBAccessor errors while CVD start up]]
* [[When trying to delete and create a new Datsource from the appadmin page, there is an error stating Datasource with the same name exists]]
* [[There is an error displayed in the appadmin while trying to modify the Datasource configuration]]
* [[Regarding Enterprise Database driver usage]]
* [[Datastore component activations fails when trying to activate node2 components]]
* [[Cannot activate datastores on second node in HA deployment. On node2 DB version in Bootstrap 8.00.2187 does not match actual Database Engine version 8.00.2282]]
* [[Replication Failure seen in the DB control center Appadmin page]]
* [[Config datastore activation failed.java.sql.SQLException: The operation could not be performed because the OLE DB provider 'SQLOLEDB' was unable to begin a distributed transaction]]
* [[Cannot activate Datastore components on HA node]]
* [[In the Appadmin DB control center node 2 data store is not present in an HA setup]]
* [[node2 datastore component activation is failing]]
* [[Not able to activate config datastore from node2 of a CCX HA setup]]
* [[Not able to activate config datastore from node2 of a CCX HA setup.Insert Error: Column name or number of supplied values does not match table definition.]]
* [[Replication broken between the two nodes ]]
* [[Node2 config and historical datastore component activation fails with the error message:java.rmi.NoSuchObjectException: no such object in table]]
* [[DB Write is failing with Exception: java.sql.SQLException: No row count was produced ExecuteUpdate Error Occurred ]]

= Cisco Unified CCX Editor =
* [[Change a string variable to an integer]]
* [[Accept step error during active debug]]
* [[Error occurs with Reactive Debugging Tool]]
* [[Agent automatically put into Ready state]]
* [[Agent has invalid state transition from Reserved to Available to Talking]]

= Cisco Unified CCX Engine =
* [[Agent cannot go Ready after logging in]]
* [[Voice Browser step throws an exception]]
* [[Cisco Unified CCX Engine does not start and an RMI port in use error appears]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1067]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1069]]
* [[Application subsystem is in partial service]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[Changing the time in Cisco Unified CCX machines results in agents getting logged off]]
* [[An error message plays when calling a CTI route point]]
* [[Changes to applications do not register]]
* [[Call drops during transfer over gateway]]
* [[H.323 client DTMF digits not detected]]
* [[Redirected call is disconnected]]
* [[The Cisco Unified CCX server runs out of disk space]]
* [[Cisco Unified CCX Server runs at 100% capacity or is slow]]
* [[Database Subsystem goes into partial service]]
* [[JTAPI subsystem is in partial service]]
* [[Unable to connect to JTAPI provider]]
* [[The Simple Recognition step takes the unsuccessful branch]]
* [[Calling party and Cisco Unified CCX do not have common codec]]
* [[Prompts with incorrect codec being played out]]
* [[Prompt Exception in Cisco Unified CCX Engine log file]]
* [[Cisco Unified CCX Engine does not start]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[Cisco Unified CCX Server and Active Directory integration results in some services being unregistered]]
* [[Database Subsystem fails to connect to MS SQL server]]

= Cisco Unified CCX Real-Time Reporting =
* [[Attempting to run a real-time report causes an error]]
* [[After installing JRE, the user receives a message from real-time reporting saying to install JRE]]
* [[Contact entry is stuck in real-time reporting]]

= Cisco Unified CCX Historical Reporting =
* [[Exported PDF report does not print in landscape orientation]]
* [[User login missing in Windows XP after installing HR client]]
* [[Client and Server security policies do not match]]
* [[Charts do not appear properly in MS Excel format]]
* [[Columns of data missing in report in MS Excel format]]
* [[Records truncated in report in MS Excel format]]
* [[Agent names overwritten on charts]]
* [[RTF Report containing charts has tabular report headings]]
* [[Scheduler icon does not appear on Terminal Services client]]
* [[Reports do not execute at scheduled times]]
* [[Search dialog box and Preview tab appear in English on Windows system with locale set to German]]
* [[Dialog box does not appear as expected when report is exported]]
* [[Error when choosing an option from the Historical Reporting web page]]
* [[Truncated report description in Historical Reports client]]
* [[Scheduled Historical Reports do not run]]
* [[The SQL Command Failed dialog box appears when you try to generate a historical report]]
* [[Some information appears in English on a German system]]
* [[The Historical Reports client computer cannot connect to the Cisco Unified CCX server]]
* [[A Database Connection Error 5051 error appears]]
* [[Export file name does not appear in Export dialog box]]
* [[Cannot point to local applications from the Database Server Configuration page]]
* [[Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned]]
* [[Only three report templates are available for Cisco Unified CCX Standard]]
* [[Discrepancy in number of ACD calls shown on custom reports]]
* [[Priority Summary Activity Report chart prints only partly in color]]
* [[Scheduled Historical Reports do not run and message appears in CiscoSch.log file]]
* [[Historical Reporting Client window shows nothing in the user drop-down menu]]
* [[Historical Reporting Client stops working; attempt to log in again results in error messages]]
* [[Scheduler DOS exception error received when running a custom report]]
* [[Columns displaced in Excel spreadsheet when exporting a report]]
* [[Scheduler icon does not appear in Windows status bar]]
* [[Error message appears indicating connection with database is broken]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[Which reports should be used to determine BHCA and BHCC?]]
* [[Total logged in hours for agent very high after name change]]
* [[Filter by skill/team/resourcegroup not working]]
* [[Historical_Reports_Gives_VB_List_Box_Error_on_Detailed_Call_Reports]]

= Automatic Speech Recognition =
* [[Names are not recognized]]
* [[Recognition never times out]]
* [[Alternate pronunciations and nicknames are not recognized]]
* [[Reduced call completion rate under heavy load while using an MRCP ASR Group]]
* [[MRCP ASR subsystem is out of service]]
* [[Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect]]
* [[Calling a route point with an MRCP ASR Dialog Group results in default treatment]]

= Outbound =
* [[Agent does skip or skip-close but does not stay reserved]]
* [[Agent is not getting callbacks]]
* [[Agent is ready but does not get an Outbound call for up to two minutes]]
* [[Errors placing Outbound calls]]
* [[Not all contacts get imported]]
* [[On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem]]
* [[Outbound buttons do not show up on CAD]]
* [[Outbound buttons show up but are disabled on CAD]]
* [[Outbound calls are not getting dialed]]
* [[Outbound call volume is low]]
* [[Outbound System Service is not in service]]
* [[RTR Outbound reports do not show all possible reclassification]]

= Text-to-Speech =
* [[Provider becomes IN_SERVICE immediately]]
* [[TTS Prompt does not play]]
* [[TTS prompt is not recognizable]]
* [[MRCP TTS subsystem is out of service]]
* [[Long TTS prompts consume significant memory on Cisco Unified CCX Server]]
* [[Non-UTF-8 characters needed for some languages]]
* [[A .wav file prompt playback is garbled when played by a TTS server]]
* [[Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect]]

= Serviceability =
* [[SNMP-based network management tools cannot monitor Cisco Unified CCX components]]
* [[File Manager in partial service]]
* [[SNMP traps do not arrive at the trap receiver]]
* [[Syslog messages not received by receiver]]
* [[The Alarm Service does not start]]
* [[Serviceability does not uninstall completely]]
* [[Updating Data with the Serviceability Tool on One Node does not Update Other Nodes]]
* [[Virus Scan software slows Call Completion Rate]]

= Cisco Unified CCX Internationalization =
* [[Results not as expected for first name and last name in Chinese, Japanese, and Korean]]
* [[Language specified is not accepted or played]]

= VXML =
* [[Voice Browser Step troubleshooting steps]]
* [[Timeout attribute for non-input does not work]]
* [[Menu Choice DTMF does not work]]

= High Availability and Bootstrap =
* [[Transaction Manager cannot start]]
* [[Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file]]
* [[Node Manager service will not stay up due to Bootstrap manager failing to start.]]

= High Availability and Failover =
* [[Conflicts in Datastore Control Center history]]
* [[Cannot make configuration changes in HA cluster]]
* [[Cannot make configuration changes in RmCm Subsystem]]
* [[Service constantly shows Invalid]]
* [[Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure]]
* [[Cluster is in partial service]]
* [[Server is in partial service]]
* [[Cisco Unified CCX does not accept a call or function properly]]
* [[Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center]]
* [[Cluster time synch fails]]
* [[Cisco Unified CCX Servers respond slowly in a High Availability environment]]
* [[Multiple failovers with high CPU usage]]

= VoIP Monitor =
* [[VoIP monitor does not work correctly]]
* [[Cisco Unified CCX fails to start]]
* [[VoIP Monitor tab of the CDA gives an error]]
* [[VoIP Monitor does not list some phone devices]]

= CDP =
* [[CDP Protocol Driver missing in Device Manager]]

Some of the historical reports take too long to generate

2010-06-14T04:21:47Z

Pshree: New page: == Some of the historical reports take too long to generate == {| border="1" |- ! '''Problem Summary''' | Some of the historical reports take too long to generate even if we run the query...

== Some of the historical reports take too long to generate ==

{| border="1"
|-
! '''Problem Summary'''
| Some of the historical reports take too long to generate even if we run the query directly on server
|-
! '''Error Message'''
|
|-
! '''Possible Cause'''
| Database statistics have not been updated for long or indexing of tables is not proper
|-
! '''Recommended Action'''
| Execute the following query on both the nodes to update statistics for all tables
Use db_cra
GO
exec sp_updatestats
GO

If this did not resolve the issue, try reindexing the tables using the following script
USE db_cra
GO
EXEC sp_MSforeachtable @command1="print '?' DBCC DBREINDEX ('?', ' ', 80)"
GO
EXEC sp_updatestats
GO
|
|-
! '''Release'''
| 7.0
|-
! '''Associated CDETS #'''
|
|-
|}

Troubleshooting Tips for Unified CCX 7.0

2010-06-14T04:16:41Z

Pshree: /* Cisco Unified CCX Historical Reporting */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''See also:''' [[Additional troubleshooting information for Unified CCX 7.0]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair]]

= Backup, Restore, and Update =
* [[Backup, Restore, and Upgrade cannot be started from a client desktop]]
* [[During Backup, Restore, or Upgrade, an exception is seen in user interface]]
* [[Backup failed for a One or Two-Node system]]
* [[CRS 4.5 profile name is missing]]
* [[Page Not Found message is displayed during Restore or Upgrade]]
* [[Restore fails due to a file not being found]]
* [[Restore failed for a one-node system]]
* [[Restore failed on a two-node system that had run before the Restore]]
* [[Restore failed on a two-node system that was re-imaged]]
* [[Some RmCm configuration is missing after upgrade]]
* [[During the backup process, the backup window is accidentally closed]]
* [[Restore error in HA deployment when tape drive moved]]
* [[Restore error in HA deployment when backup and restore is performed on different nodes]]
* [[Failure when Updating Outbound Subsystem Configuration]]

= Cisco Unified Communications Manager Enterprise Telephony subsystem =
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]

= Cisco Unified Communications Manager Automated Attendant =
* [[ Dial by name does not find the specified server ]]
* [[ Automated Attendant prompt is not played ]]

= Cisco Unified Communications Manager Express =
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]

= Cisco Unified CCX =
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem remains INITIALIZING]]
* [[RmCm remains in Initializing state]]
* [[Agents, Supervisors, or Teams are out of synch]]
* [[Agent or CSQ does not appear in CDA]]
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[You cannot select the order of agents]]
* [[Agent does not go to Work state after handling a call]]
* [[A media step causes a Could not create PlayPromptDialog Object exception]]
* [[Unable to make any Cisco Unified CCX configuration changes]]
* [[Some resource selection criteria are missing]]
* [[Unable to record an agent]]
* [[Sometimes the supervisor can monitor and record an agent and sometimes he cannot]]
* [[Calls to Cisco Unified CCX route points are disconnected]]
* [[Calls are not routed to agents]]
* [[Agents do not show in a CSQ]]
* [[Updating a NIC driver disables silent monitoring and recording]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Call fails if agent doesn’t pick the call in the first two rings]]
* [[Calls fail with CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out]]

= Cisco Unified IP IVR =
* [[Cisco Unified IP IVR drops callers when transferring to an extension]]
* [[Prompts play in language]]
* [[Some prompts do not play]]
* [[Some prompts in a script play in the language specified and other prompts play in English]]
* [[A prompt plays phrases in the wrong order]]

= Cisco Unified CCX Administration =
* [[The Cisco Unified CCX Administration Authentication web page is not available]]
* [[Uploading a license file can result in a warning message]]
* [[User cannot log in to the Cisco Unified CCX web page]]
* [[Refreshing subflow script does not update parent scripts]]
* [[Cisco Unified CM users display in random order]]
* [[Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server]]
* [[Database table fields used by wallboard store data in milliseconds]]
* [[Management pages display error message when selected]]
* [[Zip file does not auto unzip on Document Management page]]
* [[Invalid files message displays while uploading a zip file of prompts]]
* [[A Component Manager goes into partial service when uploading a zip file]]
* [[High call rejection rate under heavy load]]
* [[Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file]]
* [[Callers hear a fast busy while calling the JTAPI triggers]]
* [[Override media termination group displayed twice]]
* [[SUPERVISE_CALL_REQ type barge in without AgentCallID]]
* [[Uploading Scripts to Unified CCX throws error]]

= Cisco Unified CCX Admin Utility =
* [[The cluster is not in synchronization]]
* [[Cisco Unified CCX Admin Utility exits or does not come up after login]]
* [[The Cisco Unified CCX Admin Utility fails due to data corruption]]
* [[The Cisco Unified CCX Admin Utility will not run on a non bootstrap node]]
* [[The Cisco Unified CCX Admin Utility will not run since the Node Manager hung]]

= Cisco Unified CCX Database =
* [[Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration]]
* [[HR client login error]]
* [[Cannot activate DB components on HA node]]
* [[Cisco Unified CCX Databases are not purged as expected]]
* [[Purge command did not purge data]]
* [[Historical Database db_cra is full]]
* [[E-mail notification of database purging activities is not sent]]
* [[Syslog or SNMP trap notification of database purging activities is not sent]]
* [[After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail]]
* [[Uninstall SQL hotfix 2282 is failing]]
* [[The IPCC server is loosing the ODBC connection after running fine for some time]]
* [[SQL Agent crash with Red X Mark, and the Node Manager is down]]
* [[After the upgrade SQL Server got changed to MSDE]]
* [[From the log: Login failed for user '(null)'. Root cause: Not associated with a trusted SQL Server connection]]
* [[While doing some configuration change from the Appadmin gets the following error: "Error updating Database"]]
* [[Primary key violation exception in the MIVR logs while trying to insert a historical record to the Database table]]
* [[SQLException while uploading prompt, grammar, document using editor steps inside the workflow script]]
* [[Cannot configure Application or System parameters from the Cisco Unified CCX Administration]]
* [[Enterprise Database Subsystem is in out of service or in partial service]]
* [[Can't create a new Datasource from the Appadmin]]
* [[After creating the datasource and System DSN, it is not getting displayed in the editor step]]
* [[Not able to view/edit rmcm configurations from node2 appadmin in an HA setup]]
* [[DBAccessor errors while CVD start up]]
* [[When trying to delete and create a new Datsource from the appadmin page, there is an error stating Datasource with the same name exists]]
* [[There is an error displayed in the appadmin while trying to modify the Datasource configuration]]
* [[Regarding Enterprise Database driver usage]]
* [[Datastore component activations fails when trying to activate node2 components]]
* [[Cannot activate datastores on second node in HA deployment. On node2 DB version in Bootstrap 8.00.2187 does not match actual Database Engine version 8.00.2282]]
* [[Replication Failure seen in the DB control center Appadmin page]]
* [[Config datastore activation failed.java.sql.SQLException: The operation could not be performed because the OLE DB provider 'SQLOLEDB' was unable to begin a distributed transaction]]
* [[Cannot activate Datastore components on HA node]]
* [[In the Appadmin DB control center node 2 data store is not present in an HA setup]]
* [[node2 datastore component activation is failing]]
* [[Not able to activate config datastore from node2 of a CCX HA setup]]
* [[Not able to activate config datastore from node2 of a CCX HA setup.Insert Error: Column name or number of supplied values does not match table definition.]]
* [[Replication broken between the two nodes ]]
* [[Node2 config and historical datastore component activation fails with the error message:java.rmi.NoSuchObjectException: no such object in table]]
* [[DB Write is failing with Exception: java.sql.SQLException: No row count was produced ExecuteUpdate Error Occurred ]]

= Cisco Unified CCX Editor =
* [[Change a string variable to an integer]]
* [[Accept step error during active debug]]
* [[Error occurs with Reactive Debugging Tool]]
* [[Agent automatically put into Ready state]]
* [[Agent has invalid state transition from Reserved to Available to Talking]]

= Cisco Unified CCX Engine =
* [[Agent cannot go Ready after logging in]]
* [[Voice Browser step throws an exception]]
* [[Cisco Unified CCX Engine does not start and an RMI port in use error appears]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1067]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1069]]
* [[Application subsystem is in partial service]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[Changing the time in Cisco Unified CCX machines results in agents getting logged off]]
* [[An error message plays when calling a CTI route point]]
* [[Changes to applications do not register]]
* [[Call drops during transfer over gateway]]
* [[H.323 client DTMF digits not detected]]
* [[Redirected call is disconnected]]
* [[The Cisco Unified CCX server runs out of disk space]]
* [[Cisco Unified CCX Server runs at 100% capacity or is slow]]
* [[Database Subsystem goes into partial service]]
* [[JTAPI subsystem is in partial service]]
* [[Unable to connect to JTAPI provider]]
* [[The Simple Recognition step takes the unsuccessful branch]]
* [[Calling party and Cisco Unified CCX do not have common codec]]
* [[Prompts with incorrect codec being played out]]
* [[Prompt Exception in Cisco Unified CCX Engine log file]]
* [[Cisco Unified CCX Engine does not start]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[Cisco Unified CCX Server and Active Directory integration results in some services being unregistered]]
* [[Database Subsystem fails to connect to MS SQL server]]

= Cisco Unified CCX Real-Time Reporting =
* [[Attempting to run a real-time report causes an error]]
* [[After installing JRE, the user receives a message from real-time reporting saying to install JRE]]
* [[Contact entry is stuck in real-time reporting]]

= Cisco Unified CCX Historical Reporting =
* [[Exported PDF report does not print in landscape orientation]]
* [[User login missing in Windows XP after installing HR client]]
* [[Client and Server security policies do not match]]
* [[Charts do not appear properly in MS Excel format]]
* [[Columns of data missing in report in MS Excel format]]
* [[Records truncated in report in MS Excel format]]
* [[Agent names overwritten on charts]]
* [[RTF Report containing charts has tabular report headings]]
* [[Scheduler icon does not appear on Terminal Services client]]
* [[Reports do not execute at scheduled times]]
* [[Search dialog box and Preview tab appear in English on Windows system with locale set to German]]
* [[Dialog box does not appear as expected when report is exported]]
* [[Error when choosing an option from the Historical Reporting web page]]
* [[Truncated report description in Historical Reports client]]
* [[Scheduled Historical Reports do not run]]
* [[The SQL Command Failed dialog box appears when you try to generate a historical report]]
* [[Some information appears in English on a German system]]
* [[The Historical Reports client computer cannot connect to the Cisco Unified CCX server]]
* [[A Database Connection Error 5051 error appears]]
* [[Export file name does not appear in Export dialog box]]
* [[Cannot point to local applications from the Database Server Configuration page]]
* [[Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned]]
* [[Only three report templates are available for Cisco Unified CCX Standard]]
* [[Discrepancy in number of ACD calls shown on custom reports]]
* [[Priority Summary Activity Report chart prints only partly in color]]
* [[Scheduled Historical Reports do not run and message appears in CiscoSch.log file]]
* [[Historical Reporting Client window shows nothing in the user drop-down menu]]
* [[Historical Reporting Client stops working; attempt to log in again results in error messages]]
* [[Scheduler DOS exception error received when running a custom report]]
* [[Columns displaced in Excel spreadsheet when exporting a report]]
* [[Scheduler icon does not appear in Windows status bar]]
* [[Error message appears indicating connection with database is broken]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[Which reports should be used to determine BHCA and BHCC?]]
* [[Total logged in hours for agent very high after name change]]
* [[Filter by skill/team/resourcegroup not working]]

= Automatic Speech Recognition =
* [[Names are not recognized]]
* [[Recognition never times out]]
* [[Alternate pronunciations and nicknames are not recognized]]
* [[Reduced call completion rate under heavy load while using an MRCP ASR Group]]
* [[MRCP ASR subsystem is out of service]]
* [[Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect]]
* [[Calling a route point with an MRCP ASR Dialog Group results in default treatment]]

= Outbound =
* [[Agent does skip or skip-close but does not stay reserved]]
* [[Agent is not getting callbacks]]
* [[Agent is ready but does not get an Outbound call for up to two minutes]]
* [[Errors placing Outbound calls]]
* [[Not all contacts get imported]]
* [[On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem]]
* [[Outbound buttons do not show up on CAD]]
* [[Outbound buttons show up but are disabled on CAD]]
* [[Outbound calls are not getting dialed]]
* [[Outbound call volume is low]]
* [[Outbound System Service is not in service]]
* [[RTR Outbound reports do not show all possible reclassification]]

= Text-to-Speech =
* [[Provider becomes IN_SERVICE immediately]]
* [[TTS Prompt does not play]]
* [[TTS prompt is not recognizable]]
* [[MRCP TTS subsystem is out of service]]
* [[Long TTS prompts consume significant memory on Cisco Unified CCX Server]]
* [[Non-UTF-8 characters needed for some languages]]
* [[A .wav file prompt playback is garbled when played by a TTS server]]
* [[Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect]]

= Serviceability =
* [[SNMP-based network management tools cannot monitor Cisco Unified CCX components]]
* [[File Manager in partial service]]
* [[SNMP traps do not arrive at the trap receiver]]
* [[Syslog messages not received by receiver]]
* [[The Alarm Service does not start]]
* [[Serviceability does not uninstall completely]]
* [[Updating Data with the Serviceability Tool on One Node does not Update Other Nodes]]
* [[Virus Scan software slows Call Completion Rate]]

= Cisco Unified CCX Internationalization =
* [[Results not as expected for first name and last name in Chinese, Japanese, and Korean]]
* [[Language specified is not accepted or played]]

= VXML =
* [[Voice Browser Step troubleshooting steps]]
* [[Timeout attribute for non-input does not work]]
* [[Menu Choice DTMF does not work]]

= High Availability and Bootstrap =
* [[Transaction Manager cannot start]]
* [[Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file]]
* [[Node Manager service will not stay up due to Bootstrap manager failing to start.]]

= High Availability and Failover =
* [[Conflicts in Datastore Control Center history]]
* [[Cannot make configuration changes in HA cluster]]
* [[Cannot make configuration changes in RmCm Subsystem]]
* [[Service constantly shows Invalid]]
* [[Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure]]
* [[Cluster is in partial service]]
* [[Server is in partial service]]
* [[Cisco Unified CCX does not accept a call or function properly]]
* [[Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center]]
* [[Cluster time synch fails]]
* [[Cisco Unified CCX Servers respond slowly in a High Availability environment]]
* [[Multiple failovers with high CPU usage]]

= VoIP Monitor =
* [[VoIP monitor does not work correctly]]
* [[Cisco Unified CCX fails to start]]
* [[VoIP Monitor tab of the CDA gives an error]]
* [[VoIP Monitor does not list some phone devices]]

= CDP =
* [[CDP Protocol Driver missing in Device Manager]]

Troubleshooting Tips for Unified CCX 7.0

2010-06-14T03:59:47Z

Pshree: /* Cisco Unified CCX Historical Reporting */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''See also:''' [[Additional troubleshooting information for Unified CCX 7.0]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair]]

= Backup, Restore, and Update =
* [[Backup, Restore, and Upgrade cannot be started from a client desktop]]
* [[During Backup, Restore, or Upgrade, an exception is seen in user interface]]
* [[Backup failed for a One or Two-Node system]]
* [[CRS 4.5 profile name is missing]]
* [[Page Not Found message is displayed during Restore or Upgrade]]
* [[Restore fails due to a file not being found]]
* [[Restore failed for a one-node system]]
* [[Restore failed on a two-node system that had run before the Restore]]
* [[Restore failed on a two-node system that was re-imaged]]
* [[Some RmCm configuration is missing after upgrade]]
* [[During the backup process, the backup window is accidentally closed]]
* [[Restore error in HA deployment when tape drive moved]]
* [[Restore error in HA deployment when backup and restore is performed on different nodes]]
* [[Failure when Updating Outbound Subsystem Configuration]]

= Cisco Unified Communications Manager Enterprise Telephony subsystem =
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]

= Cisco Unified Communications Manager Automated Attendant =
* [[ Dial by name does not find the specified server ]]
* [[ Automated Attendant prompt is not played ]]

= Cisco Unified Communications Manager Express =
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]

= Cisco Unified CCX =
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem remains INITIALIZING]]
* [[RmCm remains in Initializing state]]
* [[Agents, Supervisors, or Teams are out of synch]]
* [[Agent or CSQ does not appear in CDA]]
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[You cannot select the order of agents]]
* [[Agent does not go to Work state after handling a call]]
* [[A media step causes a Could not create PlayPromptDialog Object exception]]
* [[Unable to make any Cisco Unified CCX configuration changes]]
* [[Some resource selection criteria are missing]]
* [[Unable to record an agent]]
* [[Sometimes the supervisor can monitor and record an agent and sometimes he cannot]]
* [[Calls to Cisco Unified CCX route points are disconnected]]
* [[Calls are not routed to agents]]
* [[Agents do not show in a CSQ]]
* [[Updating a NIC driver disables silent monitoring and recording]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Call fails if agent doesn’t pick the call in the first two rings]]
* [[Calls fail with CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out]]

= Cisco Unified IP IVR =
* [[Cisco Unified IP IVR drops callers when transferring to an extension]]
* [[Prompts play in language]]
* [[Some prompts do not play]]
* [[Some prompts in a script play in the language specified and other prompts play in English]]
* [[A prompt plays phrases in the wrong order]]

= Cisco Unified CCX Administration =
* [[The Cisco Unified CCX Administration Authentication web page is not available]]
* [[Uploading a license file can result in a warning message]]
* [[User cannot log in to the Cisco Unified CCX web page]]
* [[Refreshing subflow script does not update parent scripts]]
* [[Cisco Unified CM users display in random order]]
* [[Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server]]
* [[Database table fields used by wallboard store data in milliseconds]]
* [[Management pages display error message when selected]]
* [[Zip file does not auto unzip on Document Management page]]
* [[Invalid files message displays while uploading a zip file of prompts]]
* [[A Component Manager goes into partial service when uploading a zip file]]
* [[High call rejection rate under heavy load]]
* [[Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file]]
* [[Callers hear a fast busy while calling the JTAPI triggers]]
* [[Override media termination group displayed twice]]
* [[SUPERVISE_CALL_REQ type barge in without AgentCallID]]
* [[Uploading Scripts to Unified CCX throws error]]

= Cisco Unified CCX Admin Utility =
* [[The cluster is not in synchronization]]
* [[Cisco Unified CCX Admin Utility exits or does not come up after login]]
* [[The Cisco Unified CCX Admin Utility fails due to data corruption]]
* [[The Cisco Unified CCX Admin Utility will not run on a non bootstrap node]]
* [[The Cisco Unified CCX Admin Utility will not run since the Node Manager hung]]

= Cisco Unified CCX Database =
* [[Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration]]
* [[HR client login error]]
* [[Cannot activate DB components on HA node]]
* [[Cisco Unified CCX Databases are not purged as expected]]
* [[Purge command did not purge data]]
* [[Historical Database db_cra is full]]
* [[E-mail notification of database purging activities is not sent]]
* [[Syslog or SNMP trap notification of database purging activities is not sent]]
* [[After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail]]
* [[Uninstall SQL hotfix 2282 is failing]]
* [[The IPCC server is loosing the ODBC connection after running fine for some time]]
* [[SQL Agent crash with Red X Mark, and the Node Manager is down]]
* [[After the upgrade SQL Server got changed to MSDE]]
* [[From the log: Login failed for user '(null)'. Root cause: Not associated with a trusted SQL Server connection]]
* [[While doing some configuration change from the Appadmin gets the following error: "Error updating Database"]]
* [[Primary key violation exception in the MIVR logs while trying to insert a historical record to the Database table]]
* [[SQLException while uploading prompt, grammar, document using editor steps inside the workflow script]]
* [[Cannot configure Application or System parameters from the Cisco Unified CCX Administration]]
* [[Enterprise Database Subsystem is in out of service or in partial service]]
* [[Can't create a new Datasource from the Appadmin]]
* [[After creating the datasource and System DSN, it is not getting displayed in the editor step]]
* [[Not able to view/edit rmcm configurations from node2 appadmin in an HA setup]]
* [[DBAccessor errors while CVD start up]]
* [[When trying to delete and create a new Datsource from the appadmin page, there is an error stating Datasource with the same name exists]]
* [[There is an error displayed in the appadmin while trying to modify the Datasource configuration]]
* [[Regarding Enterprise Database driver usage]]
* [[Datastore component activations fails when trying to activate node2 components]]
* [[Cannot activate datastores on second node in HA deployment. On node2 DB version in Bootstrap 8.00.2187 does not match actual Database Engine version 8.00.2282]]
* [[Replication Failure seen in the DB control center Appadmin page]]
* [[Config datastore activation failed.java.sql.SQLException: The operation could not be performed because the OLE DB provider 'SQLOLEDB' was unable to begin a distributed transaction]]
* [[Cannot activate Datastore components on HA node]]
* [[In the Appadmin DB control center node 2 data store is not present in an HA setup]]
* [[node2 datastore component activation is failing]]
* [[Not able to activate config datastore from node2 of a CCX HA setup]]
* [[Not able to activate config datastore from node2 of a CCX HA setup.Insert Error: Column name or number of supplied values does not match table definition.]]
* [[Replication broken between the two nodes ]]
* [[Node2 config and historical datastore component activation fails with the error message:java.rmi.NoSuchObjectException: no such object in table]]
* [[DB Write is failing with Exception: java.sql.SQLException: No row count was produced ExecuteUpdate Error Occurred ]]

= Cisco Unified CCX Editor =
* [[Change a string variable to an integer]]
* [[Accept step error during active debug]]
* [[Error occurs with Reactive Debugging Tool]]
* [[Agent automatically put into Ready state]]
* [[Agent has invalid state transition from Reserved to Available to Talking]]

= Cisco Unified CCX Engine =
* [[Agent cannot go Ready after logging in]]
* [[Voice Browser step throws an exception]]
* [[Cisco Unified CCX Engine does not start and an RMI port in use error appears]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1067]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1069]]
* [[Application subsystem is in partial service]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[Changing the time in Cisco Unified CCX machines results in agents getting logged off]]
* [[An error message plays when calling a CTI route point]]
* [[Changes to applications do not register]]
* [[Call drops during transfer over gateway]]
* [[H.323 client DTMF digits not detected]]
* [[Redirected call is disconnected]]
* [[The Cisco Unified CCX server runs out of disk space]]
* [[Cisco Unified CCX Server runs at 100% capacity or is slow]]
* [[Database Subsystem goes into partial service]]
* [[JTAPI subsystem is in partial service]]
* [[Unable to connect to JTAPI provider]]
* [[The Simple Recognition step takes the unsuccessful branch]]
* [[Calling party and Cisco Unified CCX do not have common codec]]
* [[Prompts with incorrect codec being played out]]
* [[Prompt Exception in Cisco Unified CCX Engine log file]]
* [[Cisco Unified CCX Engine does not start]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[Cisco Unified CCX Server and Active Directory integration results in some services being unregistered]]
* [[Database Subsystem fails to connect to MS SQL server]]

= Cisco Unified CCX Real-Time Reporting =
* [[Attempting to run a real-time report causes an error]]
* [[After installing JRE, the user receives a message from real-time reporting saying to install JRE]]
* [[Contact entry is stuck in real-time reporting]]

= Cisco Unified CCX Historical Reporting =
* [[Exported PDF report does not print in landscape orientation]]
* [[User login missing in Windows XP after installing HR client]]
* [[Client and Server security policies do not match]]
* [[Charts do not appear properly in MS Excel format]]
* [[Columns of data missing in report in MS Excel format]]
* [[Records truncated in report in MS Excel format]]
* [[Agent names overwritten on charts]]
* [[RTF Report containing charts has tabular report headings]]
* [[Scheduler icon does not appear on Terminal Services client]]
* [[Reports do not execute at scheduled times]]
* [[Search dialog box and Preview tab appear in English on Windows system with locale set to German]]
* [[Dialog box does not appear as expected when report is exported]]
* [[Error when choosing an option from the Historical Reporting web page]]
* [[Truncated report description in Historical Reports client]]
* [[Scheduled Historical Reports do not run]]
* [[The SQL Command Failed dialog box appears when you try to generate a historical report]]
* [[Some information appears in English on a German system]]
* [[The Historical Reports client computer cannot connect to the Cisco Unified CCX server]]
* [[A Database Connection Error 5051 error appears]]
* [[Export file name does not appear in Export dialog box]]
* [[Cannot point to local applications from the Database Server Configuration page]]
* [[Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned]]
* [[Only three report templates are available for Cisco Unified CCX Standard]]
* [[Discrepancy in number of ACD calls shown on custom reports]]
* [[Priority Summary Activity Report chart prints only partly in color]]
* [[Scheduled Historical Reports do not run and message appears in CiscoSch.log file]]
* [[Historical Reporting Client window shows nothing in the user drop-down menu]]
* [[Historical Reporting Client stops working; attempt to log in again results in error messages]]
* [[Scheduler DOS exception error received when running a custom report]]
* [[Columns displaced in Excel spreadsheet when exporting a report]]
* [[Scheduler icon does not appear in Windows status bar]]
* [[Error message appears indicating connection with database is broken]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[Which reports should be used to determine BHCA and BHCC?]]
* [[Total logged in hours for agent very high after name change]]
* [[Filter by skill/team/resourcegroup not working]]
* [[Some of the Historical Reports take too long to generate]]

= Automatic Speech Recognition =
* [[Names are not recognized]]
* [[Recognition never times out]]
* [[Alternate pronunciations and nicknames are not recognized]]
* [[Reduced call completion rate under heavy load while using an MRCP ASR Group]]
* [[MRCP ASR subsystem is out of service]]
* [[Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect]]
* [[Calling a route point with an MRCP ASR Dialog Group results in default treatment]]

= Outbound =
* [[Agent does skip or skip-close but does not stay reserved]]
* [[Agent is not getting callbacks]]
* [[Agent is ready but does not get an Outbound call for up to two minutes]]
* [[Errors placing Outbound calls]]
* [[Not all contacts get imported]]
* [[On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem]]
* [[Outbound buttons do not show up on CAD]]
* [[Outbound buttons show up but are disabled on CAD]]
* [[Outbound calls are not getting dialed]]
* [[Outbound call volume is low]]
* [[Outbound System Service is not in service]]
* [[RTR Outbound reports do not show all possible reclassification]]

= Text-to-Speech =
* [[Provider becomes IN_SERVICE immediately]]
* [[TTS Prompt does not play]]
* [[TTS prompt is not recognizable]]
* [[MRCP TTS subsystem is out of service]]
* [[Long TTS prompts consume significant memory on Cisco Unified CCX Server]]
* [[Non-UTF-8 characters needed for some languages]]
* [[A .wav file prompt playback is garbled when played by a TTS server]]
* [[Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect]]

= Serviceability =
* [[SNMP-based network management tools cannot monitor Cisco Unified CCX components]]
* [[File Manager in partial service]]
* [[SNMP traps do not arrive at the trap receiver]]
* [[Syslog messages not received by receiver]]
* [[The Alarm Service does not start]]
* [[Serviceability does not uninstall completely]]
* [[Updating Data with the Serviceability Tool on One Node does not Update Other Nodes]]
* [[Virus Scan software slows Call Completion Rate]]

= Cisco Unified CCX Internationalization =
* [[Results not as expected for first name and last name in Chinese, Japanese, and Korean]]
* [[Language specified is not accepted or played]]

= VXML =
* [[Voice Browser Step troubleshooting steps]]
* [[Timeout attribute for non-input does not work]]
* [[Menu Choice DTMF does not work]]

= High Availability and Bootstrap =
* [[Transaction Manager cannot start]]
* [[Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file]]
* [[Node Manager service will not stay up due to Bootstrap manager failing to start.]]

= High Availability and Failover =
* [[Conflicts in Datastore Control Center history]]
* [[Cannot make configuration changes in HA cluster]]
* [[Cannot make configuration changes in RmCm Subsystem]]
* [[Service constantly shows Invalid]]
* [[Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure]]
* [[Cluster is in partial service]]
* [[Server is in partial service]]
* [[Cisco Unified CCX does not accept a call or function properly]]
* [[Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center]]
* [[Cluster time synch fails]]
* [[Cisco Unified CCX Servers respond slowly in a High Availability environment]]
* [[Multiple failovers with high CPU usage]]

= VoIP Monitor =
* [[VoIP monitor does not work correctly]]
* [[Cisco Unified CCX fails to start]]
* [[VoIP Monitor tab of the CDA gives an error]]
* [[VoIP Monitor does not list some phone devices]]

= CDP =
* [[CDP Protocol Driver missing in Device Manager]]

Discrepancies of JAL Scenarios

2010-05-12T14:46:48Z

Pshree: New page: == Discrepancies of JAL Scenarios == {| border="1" |- ! '''Problem Summary''' | In the scenario where agent1 has got a IAQ call (C1) and he conferenced (SJ/JAL) the call (C2) to another a...

== Discrepancies of JAL Scenarios ==

{| border="1"
|-
! '''Problem Summary'''
| In the scenario where agent1 has got a IAQ call (C1) and he conferenced (SJ/JAL) the call (C2) to another agent where call C2 survives then Inbound non-ACD record is not present for agent2.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| This is by the design and architecture of the system.
|-
! '''Recommended Action'''
| This is by the design and architecture of the system.
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

{| border="1"
|-
! '''Problem Summary'''
| In the scenario where agent1 has got a IAQ call (C1) and he conferenced (SJ/JAL) the call (C2) to another agent where call C2 survives then why Conference flag is tagged with the Outbound call of first agent.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| NA
|-
! '''Recommended Action'''
| This is by design. In this case since call C2 survives, the Conference flag will be tagged with the Outbound Call of the first agent. This is different from the SJ/JAL C1 survival scenario where Conference flag will be present with the Inbound ACD call of the first agent.
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

Historical records not getting written to database

2010-05-12T14:45:04Z

Pshree: New page: == Historical records not getting written to database == {| border="1" |- ! '''Problem Summary''' | Historical records not getting written to the database |- ! '''Error Message''' | NA |-...

== Historical records not getting written to database ==

{| border="1"
|-
! '''Problem Summary'''
| Historical records not getting written to the database
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| Following can be possibilities -
*There are 5 historical records which gets written to the database as call progresses. These records are ContactCallDetailRecord, AgentConnectionDetailRecord, AgentStateDetailRecord, ContactRoutingDetailRecord and ContactQueueDetailRecord. These records are created in memory by HistoricalReportingDataManager(HRDM) and finally written to the database by Engine of UCCX. In case if customer is running into the problem where these records are not getting written to the database then we need to debug in such a way so that we can tell whether its a HRDM issue or Engine issue or Database issue. Therefore from HRDM perspective, you can search for "writeCCDRToDatabase" string in the MIVR logs to confirm whether CCDR records are being written to the database or not. Neednot to say, first you need to search the sessionID of the call and then you need to find the corresponding "writeCCDRToDatabase" string in the logs.
*There can be other reasons for records not getting written to the database. For e.g if database is down or some problem related to Engine then records might not get written. If CRA_HRDM is enabled then you can search for "DB_WRITE_FAILED" or "DB_ACCESS_ERROR" in the MIVR logs. You can also search for DB related exceptions like "SQLException" or "Violation of UNIQUE KEY constraint".
|-
! '''Recommended Action'''
|If you have figured out that the problem doesn't lies in HRDM side then you can do troubleshooting related to Database side or can escalate to DB Team.
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

Required Log levels

2010-05-12T14:42:28Z

Pshree: New page: == Required Log levels == {| border="1" |- ! '''Problem Summary''' | What logs should be enabled before debugging a reporting problem |- ! '''Error Message''' | NA |- ! '''Possible Cause'...

== Required Log levels ==

{| border="1"
|-
! '''Problem Summary'''
| What logs should be enabled before debugging a reporting problem
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| NA
|-
! '''Recommended Action'''
| While escalating issues to DE, please provide the Contents of ACDR, CCDR, CRDR, CQDR for the sessionID, Sequence numbers for the given call
Log Levels while escalating issues to DE are

{| class="wikitable"
|-
! Facility
! Debug Level
|-
| SS_TEL
| DEBUG
|-
| SS_CM
| DEBUG
|-
| SS_RM
| DEBUG and X-DEBUG 1
|-
| CRA_HRDM
| DEBUG and X-DEBUG 1
|-
| ICD_CTI
| DEBUG
|}
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

Pre-Requisites

2010-05-12T14:36:22Z

Pshree: /* Pre-Requisites */

== Pre-Requisites ==

{| border="1"
|-
! '''Problem Summary'''
| Pre-Requisites
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| NA
|-
! '''Recommended Action'''
| I am assuming that you have gone through the following links before working on HRDM issues/escalations.
1. Historical Reporting PPT (RT feature) - http://wwwin-eng.cisco.com/Eng/CCBU/Dactyl/Presentations/UCCX_8.0_Dactyl_TOI_-_RT_HRReports.pptx
2. Historical Reporting VoD (RT feature) - http://wwwin-cvision.cisco.com/vision/members/viewVideo.php?video_id=67165
3. RT FFS - http://wwwin-eng.cisco.com/Eng/CCBU/Dactyl/SW_Specs/UCCX_Dactyl_Roundtable_FFS.doc
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

Pre-Requisites

2010-05-12T14:34:47Z

Pshree: New page: == Pre-Requisites == {| border="1" |- ! '''Problem Summary''' | Pre-Requisites |- ! '''Error Message''' | NA |- ! '''Possible Cause''' | NA |- ! '''Recommended Action''' | I am assumin...

Filter by skill/team/resourcegroup not working

2010-05-04T08:31:50Z

Pshree: New page: == Filter by skill/team/resourcegroup not working == {| border="1" |- ! '''Problem Summary''' | Some of the agent related reports are not working fine when filtered with skill/team/resour...

== Filter by skill/team/resourcegroup not working ==

{| border="1"
|-
! '''Problem Summary'''
| Some of the agent related reports are not working fine when filtered with skill/team/resourcegroup
|-
! '''Error Message'''
|No data error or generated report do not contain data for all the required agents
|-
! '''Possible Cause'''
| defect CSCte31488
|-
! '''Recommended Action'''
| The fix is done in 8.0(1) and later releases (to be ported to 7.0(2))
|-
! '''Release'''
| 7.0
|-
! '''Associated CDETS #'''
| CSCte31488
|-
|}

[[Category:Unified CCX, Release 7.0]]

Troubleshooting Tips for Unified CCX 7.0

2010-05-04T08:30:46Z

Pshree: /* Cisco Unified CCX Historical Reporting */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''See also:''' [[Additional troubleshooting information for Unified CCX 7.0]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair]]

= Backup, Restore, and Update =
* [[Backup, Restore, and Upgrade cannot be started from a client desktop]]
* [[During Backup, Restore, or Upgrade, an exception is seen in user interface]]
* [[Backup failed for a One or Two-Node system]]
* [[CRS 4.5 profile name is missing]]
* [[Page Not Found message is displayed during Restore or Upgrade]]
* [[Restore fails due to a file not being found]]
* [[Restore failed for a one-node system]]
* [[Restore failed on a two-node system that had run before the Restore]]
* [[Restore failed on a two-node system that was re-imaged]]
* [[Some RmCm configuration is missing after upgrade]]
* [[During the backup process, the backup window is accidentally closed]]
* [[Restore error in HA deployment when tape drive moved]]
* [[Restore error in HA deployment when backup and restore is performed on different nodes]]
* [[Failure when Updating Outbound Subsystem Configuration]]

= Cisco Unified Communications Manager Enterprise Telephony subsystem =
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]

= Cisco Unified Communications Manager Automated Attendant =
* [[ Dial by name does not find the specified server ]]
* [[ Automated Attendant prompt is not played ]]

= Cisco Unified Communications Manager Express =
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]

= Cisco Unified CCX =
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem remains INITIALIZING]]
* [[RmCm remains in Initializing state]]
* [[Agents, Supervisors, or Teams are out of synch]]
* [[Agent or CSQ does not appear in CDA]]
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[You cannot select the order of agents]]
* [[Agent does not go to Work state after handling a call]]
* [[A media step causes a Could not create PlayPromptDialog Object exception]]
* [[Unable to make any Cisco Unified CCX configuration changes]]
* [[Some resource selection criteria are missing]]
* [[Unable to record an agent]]
* [[Sometimes the supervisor can monitor and record an agent and sometimes he cannot]]
* [[Calls to Cisco Unified CCX route points are disconnected]]
* [[Calls are not routed to agents]]
* [[Agents do not show in a CSQ]]
* [[Caller gets dropped when an attempt is made to recall a Cisco Unified CCX agent extension after the agent previously parked the call]]
* [[Updating a NIC driver disables silent monitoring and recording]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Call fails if agent doesn’t pick the call in the first two rings]]
* [[Calls fail with CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out]]

= Cisco Unified IP IVR =
* [[Cisco Unified IP IVR drops callers when transferring to an extension]]
* [[Prompts play in language]]
* [[Some prompts do not play]]
* [[Some prompts in a script play in the language specified and other prompts play in English]]
* [[A prompt plays phrases in the wrong order]]

= Cisco Unified CCX Administration =
* [[The Cisco Unified CCX Administration Authentication web page is not available]]
* [[Uploading a license file can result in a warning message]]
* [[User cannot log in to the Cisco Unified CCX web page]]
* [[Refreshing subflow script does not update parent scripts]]
* [[Cisco Unified CM users display in random order]]
* [[Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server]]
* [[Database table fields used by wallboard store data in milliseconds]]
* [[Management pages display error message when selected]]
* [[Zip file does not auto unzip on Document Management page]]
* [[Invalid files message displays while uploading a zip file of prompts]]
* [[A Component Manager goes into partial service when uploading a zip file]]
* [[High call rejection rate under heavy load]]
* [[Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file]]
* [[Callers hear a fast busy while calling the JTAPI triggers]]
* [[Override media termination group displayed twice]]
* [[SUPERVISE_CALL_REQ type barge in without AgentCallID]]

= Cisco Unified CCX Admin Utility =
* [[The cluster is not in synchronization]]
* [[Cisco Unified CCX Admin Utility exits or does not come up after login]]
* [[The Cisco Unified CCX Admin Utility fails due to data corruption]]
* [[The Cisco Unified CCX Admin Utility will not run on a non bootstrap node]]
* [[The Cisco Unified CCX Admin Utility will not run since the Node Manager hung]]

= Cisco Unified CCX Database =
* [[Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration]]
* [[HR client login error]]
* [[Cannot activate DB components on HA node]]
* [[Cisco Unified CCX Databases are not purged as expected]]
* [[Purge command did not purge data]]
* [[Historical Database db_cra is full]]
* [[E-mail notification of database purging activities is not sent]]
* [[Syslog or SNMP trap notification of database purging activities is not sent]]
* [[After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail]]
* [[Uninstall SQL hotfix 2282 is failing]]
* [[The IPCC server is loosing the ODBC connection after running fine for some time]]
* [[SQL Agent crash with Red X Mark, and the Node Manager is down]]
* [[After the upgrade SQL Server got changed to MSDE]]
* [[From the log: Login failed for user '(null)'. Root cause: Not associated with a trusted SQL Server connection]]
* [[While doing some configuration change from the Appadmin gets the following error: "Error updating Database"]]
* [[Primary key violation exception in the MIVR logs while trying to insert a historical record to the Database table]]
* [[SQLException while uploading prompt, grammar, document using editor steps inside the workflow script]]
* [[Cannot configure Application or System parameters from the Cisco Unified CCX Administration]]
* [[Enterprise Database Subsystem is in out of service or in partial service]]
* [[Can't create a new Datasource from the Appadmin]]
* [[After creating the datasource and System DSN, it is not getting displayed in the editor step]]
* [[Not able to view/edit rmcm configurations from node2 appadmin in an HA setup]]
* [[DBAccessor errors while CVD start up]]
* [[When trying to delete and create a new Datsource from the appadmin page, there is an error stating Datasource with the same name exists]]
* [[There is an error displayed in the appadmin while trying to modify the Datasource configuration]]
* [[Regarding Enterprise Database driver usage]]
* [[Datastore component activations fails when trying to activate node2 components]]

= Cisco Unified CCX Editor =
* [[Change a string variable to an integer]]
* [[Accept step error during active debug]]
* [[Error occurs with Reactive Debugging Tool]]
* [[Agent automatically put into Ready state]]
* [[Agent has invalid state transition from Reserved to Available to Talking]]

= Cisco Unified CCX Engine =
* [[Agent cannot go Ready after logging in]]
* [[Voice Browser step throws an exception]]
* [[Cisco Unified CCX Engine does not start and an RMI port in use error appears]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1067]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1069]]
* [[Application subsystem is in partial service]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[Changing the time in Cisco Unified CCX machines results in agents getting logged off]]
* [[An error message plays when calling a CTI route point]]
* [[Changes to applications do not register]]
* [[Call drops during transfer over gateway]]
* [[H.323 client DTMF digits not detected]]
* [[Redirected call is disconnected]]
* [[The Cisco Unified CCX server runs out of disk space]]
* [[Cisco Unified CCX Server runs at 100% capacity or is slow]]
* [[Database Subsystem goes into partial service]]
* [[JTAPI subsystem is in partial service]]
* [[Unable to connect to JTAPI provider]]
* [[The Simple Recognition step takes the unsuccessful branch]]
* [[Calling party and Cisco Unified CCX do not have common codec]]
* [[Prompts with incorrect codec being played out]]
* [[Prompt Exception in Cisco Unified CCX Engine log file]]
* [[Cisco Unified CCX Engine does not start]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[Cisco Unified CCX Server and Active Directory integration results in some services being unregistered]]
* [[Database Subsystem fails to connect to MS SQL server]]

= Cisco Unified CCX Real-Time Reporting =
* [[Attempting to run a real-time report causes an error]]
* [[After installing JRE, the user receives a message from real-time reporting saying to install JRE]]
* [[Contact entry is stuck in real-time reporting]]

= Cisco Unified CCX Historical Reporting =
* [[Exported PDF report does not print in landscape orientation]]
* [[User login missing in Windows XP after installing HR client]]
* [[Client and Server security policies do not match]]
* [[Charts do not appear properly in MS Excel format]]
* [[Columns of data missing in report in MS Excel format]]
* [[Records truncated in report in MS Excel format]]
* [[Agent names overwritten on charts]]
* [[RTF Report containing charts has tabular report headings]]
* [[Scheduler icon does not appear on Terminal Services client]]
* [[Reports do not execute at scheduled times]]
* [[Search dialog box and Preview tab appear in English on Windows system with locale set to German]]
* [[Dialog box does not appear as expected when report is exported]]
* [[Error when choosing an option from the Historical Reporting web page]]
* [[Truncated report description in Historical Reports client]]
* [[Scheduled Historical Reports do not run]]
* [[The SQL Command Failed dialog box appears when you try to generate a historical report]]
* [[Some information appears in English on a German system]]
* [[The Historical Reports client computer cannot connect to the Cisco Unified CCX server]]
* [[A Database Connection Error 5051 error appears]]
* [[Export file name does not appear in Export dialog box]]
* [[Cannot point to local applications from the Database Server Configuration page]]
* [[Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned]]
* [[Only three report templates are available for Cisco Unified CCX Standard]]
* [[Discrepancy in number of ACD calls shown on custom reports]]
* [[Priority Summary Activity Report chart prints only partly in color]]
* [[Scheduled Historical Reports do not run and message appears in CiscoSch.log file]]
* [[Historical Reporting Client window shows nothing in the user drop-down menu]]
* [[Historical Reporting Client stops working; attempt to log in again results in error messages]]
* [[Scheduler DOS exception error received when running a custom report]]
* [[Columns displaced in Excel spreadsheet when exporting a report]]
* [[Scheduler icon does not appear in Windows status bar]]
* [[Error message appears indicating connection with database is broken]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[Which reports should be used to determine BHCA and BHCC?]]
* [[Total logged in hours for agent very high after name change]]
* [[Filter by skill/team/resourcegroup not working]]

= Automatic Speech Recognition =
* [[Names are not recognized]]
* [[Recognition never times out]]
* [[Alternate pronunciations and nicknames are not recognized]]
* [[Reduced call completion rate under heavy load while using an MRCP ASR Group]]
* [[MRCP ASR subsystem is out of service]]
* [[Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect]]
* [[Calling a route point with an MRCP ASR Dialog Group results in default treatment]]

= Outbound =
* [[Agent does skip or skip-close but does not stay reserved]]
* [[Agent is not getting callbacks]]
* [[Agent is ready but does not get an Outbound call for up to two minutes]]
* [[Errors placing Outbound calls]]
* [[Not all contacts get imported]]
* [[On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem]]
* [[Outbound buttons do not show up on CAD]]
* [[Outbound buttons show up but are disabled on CAD]]
* [[Outbound calls are not getting dialed]]
* [[Outbound call volume is low]]
* [[Outbound System Service is not in service]]
* [[RTR Outbound reports do not show all possible reclassification]]

= Text-to-Speech =
* [[Provider becomes IN_SERVICE immediately]]
* [[TTS Prompt does not play]]
* [[TTS prompt is not recognizable]]
* [[MRCP TTS subsystem is out of service]]
* [[Long TTS prompts consume significant memory on Cisco Unified CCX Server]]
* [[Non-UTF-8 characters needed for some languages]]
* [[A .wav file prompt playback is garbled when played by a TTS server]]
* [[Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect]]

= Serviceability =
* [[SNMP-based network management tools cannot monitor Cisco Unified CCX components]]
* [[File Manager in partial service]]
* [[SNMP traps do not arrive at the trap receiver]]
* [[Syslog messages not received by receiver]]
* [[The Alarm Service does not start]]
* [[Serviceability does not uninstall completely]]
* [[Updating Data with the Serviceability Tool on One Node does not Update Other Nodes]]
* [[Virus Scan software slows Call Completion Rate]]

= Cisco Unified CCX Internationalization =
* [[Results not as expected for first name and last name in Chinese, Japanese, and Korean]]
* [[Language specified is not accepted or played]]

= VXML =
* [[Voice Browser Step troubleshooting steps]]
* [[Timeout attribute for non-input does not work]]
* [[Menu Choice DTMF does not work]]

= High Availability and Bootstrap =
* [[Transaction Manager cannot start]]
* [[Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file]]

= High Availability and Failover =
* [[Conflicts in Datastore Control Center history]]
* [[Cannot make configuration changes in HA cluster]]
* [[Cannot make configuration changes in RmCm Subsystem]]
* [[Service constantly shows Invalid]]
* [[Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure]]
* [[Cluster is in partial service]]
* [[Server is in partial service]]
* [[Cisco Unified CCX does not accept a call or function properly]]
* [[Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center]]
* [[Cluster time synch fails]]
* [[Cisco Unified CCX Servers respond slowly in a High Availability environment]]
* [[Multiple failovers with high CPU usage]]

= VoIP Monitor =
* [[VoIP monitor does not work correctly]]
* [[Cisco Unified CCX fails to start]]
* [[VoIP Monitor tab of the CDA gives an error]]
* [[VoIP Monitor does not list some phone devices]]

= CDP =
* [[CDP Protocol Driver missing in Device Manager]]

Troubleshooting Tips for Unified CCX 8.0

2010-05-04T08:29:28Z

Pshree: /* Cisco Unified CCX Historical Reporting */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[Hardware not supported]]
* [[Unable to access NTP server]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]

= Backup and Restore =

= Windows to Linux Upgrade =
* [[Desktop Agent Config backup operation failed using PUT]]
* [[Backup operation failed while backing up Config/Database/Recordings using PUT]]
* [[Pre-Upgrade Tool backup operation is not supported]]
* [[CVD communication failed during backup using PUT]]
* [[Could not find the Engine/DB master node during backup using PUT]]
* [[Database size is not supported during backup using PUT]]
* [[CCX Node is not reachable during backup using PUT]]
* [[Not all the recording files are backed up during backup using PUT]]
* [[Power failure during restore operation of Windows to Linux upgrade]]
* [[Failure during restore operation of Windows to Linux upgrade]]
* [[FTP/SFTP path not accessible during data restore]]
* [[Restore operation fails due to mismatch in deployment type]]
* [[Restore operation fails due to mismatch in license package]]
* [[Invalid backup TAR file used during restore on Unified CCX 8.0(1)]]
* [[Not enough space to stage backup file on Unified CCX 8.0(1) during restore]]
* [[Component activation failed during restore on Unified CCX 8.0(1)]]
* [[Activating the node as Publisher failed during restore on Unified CCX 8.0(1)]]
* [[Database manager is not IN_SERVICE during restore on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of configuration data on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of DB data on Unified CCX 8.0(1)]]
* [[Node 2 CTI ports removal failed during restore]]
* [[Recordings not getting played after upgrade]]
* [[Deletion of Node 2 JTAPI user from CUCM fails during restore]]
* [[The VRU connection port for ICM Subsystem fails to migrate during restore of IP-IVR system]]
* [[Problem occurred during backing up of restore logs]]
* [[PUT backup fails during Desktop Agent Config backup operation]]

= Linux to Linux Upgrade =
* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [[No valid upgrade options found while running upgrade on node2]]

= Cisco Unified Communications Manager Telephony Subsystem =

=== First few things to check ===
* Is the subsystem in full service? If not refer to section for [[#Telephony Subsystem Out Of Service or Partial Service Issues]] below
* Also cross check JTAPI Client and Data sync. Refer to [[JTAPI Client and data resynchronization]]

=== Tracing ===
* [[Turning on SS_TEL]]
* [[Turning on Unified CCX Telephony Client traces]]
* [[Turning on UCM CCM and CTI SDI and SDL traces]]

=== Telephony Subsystem Out Of Service or Partial Service Issues ===
* [[Trigger partition change causes JTAPI subsystem to go to Partial Service]]
* [[Telephony Subsystem in Partial Service - calculateGroupReadiness indicates groups NOT READY]]
* [[Standard CTI Enabled role for JTAPI user]]
* [[UCM Telephony SS Out Of Service - Unable to create provider]]
* [[UCM Telephony SS Out Of Service - DB_ACCESS_ERROR]]
* [[UCM Telephony SS Out Of Service/Partial Service - Unable to Register CTI Port/Route Point]]
* [[Trigger Configuration Error]]
* [[Missing AddrInService events]]
* [[UCM Telephony SS in partial service after fall back to Node1]]
* [[UCM Telephony SS in partial service on a node]]
* [[JTAPI Client and data resynchronization]]
* [[JTAPI provider goes out of service]]
* [[Issues in JTAPI Port Recovery]]

=== Callflow guides ===
* [[Guide to reading MIVR logs for Telephony Issues - IVR Call Flow]]
* [[Guide to reading MIVR logs for Telephony Issues - ICD Call Flow]]

=== Identifying Issues in Call Flow ===
* [[Possible Issues in an ICD call flow]]
* Call is rejected as soon as it is received by Unified CCX
** [[REMOTE_TIMEOUT - No idle channels]]
* Call is not offered on the CTI Port
** [[TRIGGER_FAIL]]
** [[TRIGGER_MAX_SESSION]]
** [[Configuration issues]]
* Call is rejected after it is offered on the CTI Port
** [[SETUP_TIMEOUT]]
** [[SETUP_FAIL]]
* Issues invoking Application Task
** [[Null or Default Application Task]]
** [[ApplicationMaxSessionsException]]
** [[Invalid Script]]
* [[Media Setup Failure]]
* [[Codec Mismatch between Caller and CTI Port]]
* [[Call fails with CallCtlConnFailed event]]
* [[JTAPI Exception during redirect, accept, answer, transfer request]]
* [[Consult call fails with RESOURCE_BUSY]]
* Consult Call is not answered at agent extension
** [[RESOURCE_NOT_ACKNOWLEDGING]]
** [[RESOURCE_FORWARDING]]
* [[Could not meet post conditions of call.transfer]]
* [[Transfer does not receive CiscoTransferEndEv]]
* [[Multiple transfer failures]]
* [[Transfer success is false]]

===Other tips===
* [[Call aborted due to WFMaxExecutedStepsExceededException]]
* [[Common Cause Codes and Meta Codes in JTAPI]]
* [[Troubleshooting JTAPI CCN Exceptions]]
* [[Codec support issues]]
* [[Commonly used regular expressions]]
* [[How to escalate an issue to IPCBU JTAPI team]]
* http://developer.cisco.com/web/jtapi/docs

= Cisco Unified CCX Media subsystem =
=== Tracing ===
* [[Turning on Unified CCX Media Traces]]
* [[Turning on IPVMS Traces]]
===General Media Issue===
* [[Media subsystem is stuck in initializing state]]

= Cisco Unified Communications Manager Automated Attendant =

= Cisco Unified Communications Manager Express =
* [[Enabling CME Tracing]]
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]
* [[Unified CCX stops working after Unified CME is rebuilt after crash]]
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]
* [[Creation of Outbound trigger DN on UCCX fails]]

= Cisco Unified IPIVR/ICM =

=== First few things to check ===
* Is the ICM subsystem in full service in the IVR box? If not refer to section for [[#ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG]] below.

* Verify whether the license uploaded on the system is for IVR.

* [[ Logs to be enabled for IVR issues ]]

* After the above mentioned logs are enabled, search the MIVR logs for any Exceptions- "exception" or errors. The following exceptions seen in MIVR logs can be ignored as they are benign in nature:

435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event:
listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,Exception=
java.lang.IllegalStateException: already cleared
435719: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared

Based on the exceptions, Isolate the issues into the following -

=== JTAPI issues ===

Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer to the [[#Cisco Unified Communications Manager Telephony Subsystem]] and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway. ]]

* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE. ]]

=== Call Flow Issues ===

* [[ Calls are failing in IVR and user hears busy tone for these calls. ]]

* [[IVR sends wrong values to ICM for the call variables.]]

* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR.]]

* [[Intermittent Translation Route to VRU failure.]]

* [[ Call reserves an agent although caller hanged in IPIVR. ]]

* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery. ]]

=== Set up Issues ===

* [[ Calls are failing in IVR intermittently – Some calls go through successfully and some fail intermittently and it may seem like the TCP connection is broken from the VRU PIM side at the time of the failed calls. ]]

* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR. ]]

* [[ What versions of IP IVR are supported for UCCE 8.0? ]]

=== Other Tips ===

* http://wwwin-eng.cisco.com/Eng/CCBU/CRA/Training/UCCX_8_0_IVR-ICM_Integration.pptx

* http://wwwin-eng.cisco.com/Eng/CCBU/ICM/Components/PG/PIMs/VRU/GED125.doc

* [[ CAD services visible in CLI 'utils service list' command ]]

* Many services in Deactivated state. Refer to [[ CAD services visible in CLI 'utils service list' command ]]

= Cisco Unified CCX Administration =
* [[Error in IE (Class doesn't support Automation) ]]
* [[User Authentication error during CUCM configuration ]]
* [[HTTP 403 or security protocols error ]]
* [[Add to cluster repeats in a loop ]]
* [[Object error during component activation ]]
* [[Components in deactivated state ]]
* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]
* [[Component activation failed during cluster setup ]]

= Cisco Unified CCX Database =

== General ==

== Replication ==

*[[Reset and Repair - what is the difference]]

= Cisco Unified CCX Editor =
*[[Script porting issues]]
*[[W1 upgrade issues]]
*[[Editor hanging issues]]
*[[Issues with installing on windows vista and windows 7]]

= Cisco Unified CCX Engine =
* [[Application subsystem is in partial service]]
* [[Changes to applications do not register]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[An error message plays when calling a CTI route point]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[ How to debug OutOfMemoryError ]]
* [[ How to analyze heap dumps ]]
* [[ How to debug the root cause for high CPU usage ]]

= Cisco Unified CCX ICD =

=== Required Tracing ===
* [[Log_Levels_for_issues_related_to_Routing_and_Queuing]]
=== RmCm is OOS OR in Partial Service ===
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem stuck in INITIALIZING state]]

=== RmCm Configurations issues ===
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[Some resource selection criteria are missing]]

=== Agent Issues ===

* [[Unable to login Unified CCX Agent ]]
* [[Agent cannot go Ready after logging in]]
* [[Agent does not go to Work state after handling a call]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent toggles between Reserved and Ready state]]
* [[Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's]]
* [[Agent stuck in Reserved state]]
* [[Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs]]
* [[Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ_CONSULT_CONTACT ]]
* [[Agent State transformations in Select Join and Join Across Line scenarios]]

=== Call Issues ===
* [[Calls are not routed to agents]]
* [[Calls are sometimes not delivered accordingly to Skill Competence when Resource Selection Criteria is Most Skilled]]
* [[Same call is presented to two agents]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]

=== Scripting Issue ===
* [[Call redirected from one RP to the other multiple times with Redirect Step]]

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

=== Call Flow Guides ===
* [[Guide to read MIVR logs for a simple ICD call]]

= Cisco Unified CCX Real-Time Reporting =
* [[RTR in SelectJoin, DirectTransfer, JoinAcrossLines, DirectTransferAcrossLines Scenarios]]

= Cisco Unified CCX Historical Reporting =
* [[Pre-Requisites]]
* [[Required Log levels]]
* [[Historical records not getting written to database]]
* [[Discrepancies of JAL Scenarios]]
* [[Differences among Various Cisco Unified CCX reports]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]

= Automatic Speech Recognition =
=== Tracing ===
* [[Turning on Unified CCX Automatic Speech Recognition Traces]]
===General ASR Issues===
* [[How To Bring MRCP ASR Provider To InService State]]
* [[Nuance 9.0 not working with Unified CCX]]
* [[How to integrate MRCP ASR-TTS with Unified CCX]]
* [[Assure ASR-TTS ports/resources are freed up after the application finishes]]
* [[UnsupportedGrammarException with Cisco Media i.e Default Dialog group]]
* [[Built in Grammar minlength and maxlength with Default or Cisco Media Group for DTMF inputs]]
* [[How to allow both DTMF and Speech Recognition together]]
* [[The Names are not recognized]]
* [[MRCP ASR Subsystem Status is out of service]]
* [[MRCP ASR Providers, MRCP Servers, or Groups Changes like additions, or deletions to do not take effect]]

= Outbound =
*Trace Levels
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*General Outbound Issues
**[[Outbound contacts not being dialed after failover]]
**[[Outbound calls fail with no callback number]]
**[[Outbound agent Stuck in Reserved state]]
**[[Outbound General Configuration data is changed]]
**[[Outbound Subsystem is Out Of Service]]
*Issues Related To Outbound Call Flow
**[[Outbound agents are ready for long time with available contacts]]
*CAD/CDA related issues
** [[Outbound Buttons are disabled on CAD]]
** [[CDA doesn't show checkbox for Outbound Dialer Mode]]

= Text-To-Speech =
=== Tracing ===
* [[Turning on Unified CCX Text To Speech traces]]
=== General TTS Issues ===
* [[Setting TTS Provider as Default TTS Provider]]
* [[Control prosody rate in PlayPrompt TTS block]]
* [[TTS Provider shows Last Status when Added Again]]
* [[MRCP TTS subsystem shows out of service status]]
* [[MRCP TTS Providers, MRCP Servers, locales, or genders changes like additions, or deletions to do not take effect]]

= Serviceability =
* Real-Time Monitoring Tool (RTMT)
** [[Troubleshooting RTMT Installation Errors]]
** [[Not able to install different RTMT clients on the same box]]
** [[Unable to Log in to Cisco Unified Real-Time Monitoring Tool]]
** [[Unable to Collect data for the second node from RTMT when the Primary Node is down]]
** [[Troubleshooting DiskSpace and Partition related alerts]]
** [[Collecting logs for troubleshooting RTMT Alerts]]
** [[Configuring RTMT Trace Settings]]
*SNMP
** [[Log Collection for SNMP Voice SubAgent issues]]
** [[Unable to receive Unified CCX SNMP Traps]]
** [[SNMP operations on the Voice MIB not fetching any output]]
** [[Troubleshooting Alarms/Alerts to be sent as SNMP Traps]]
* Log Profile 
** [[Debugging issues]]
** [[Known issues]]

= Serviceability (Analysis Manager) =
* [[I don't see the Analysis Manager Drawer or Menu items]]
* [[RTMT does not come up or behaves strangely]]
* [[I cannot log into RTMT]]
* [[My ‘Test Connectivity’ for Unified CCX node is failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[Where can I access RTMT and Analysis Manager logs]]

= Cisco Unified CCX Internationalization =

= VXML =
=== Tracing ===
* [[Turning on Unified CCX VXML traces]]
=== General VXML Issues ===
* [[How to use JavaScript greater than, less than and ampersand symbols in vxml var expr declaration]]
* [[Voice Browser Not able to fetch files with dynamic file extensions]]
* [[Not able to fetch grammar and prompt files through CRTP]]
* [[VXML tag not working properly with VoiceBrowser]]

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

* [[RCA for Engine failover]]
* [[Engine and CAD failover taking long time]]

= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]

= CDP =

= Cisco Unified CCX CLI =
* [[UCCX CLI log collection]]
* [[Analyzing UCCX CLI logs]]
* [[Cannot login to CLI]]
* [[Enabling root account from CLI]]
* [[Checking UCCX version using CLI]]
* [[Checking if the current node is a VOS publisher]]
* [[Checking configured UCCX license using CLI]]
* [[Checking & updating JTAPI Client using CLI]]
* [[Updating the UCM IP address in UCCX from CLI]]
* [[Checking trace level settings from UCCX CLI]]
* [[Setting trace level settings from UCCX CLI]]
* [[Running DB query from UCCX CLI]]

= Cisco Unified CCX Security =
* [[CSA]]
* [[IPTables (firewall)]]
* [[Engine]]

= Cisco Unified CCX IP Address/Hostname change =
* [[IP and Hostname change Log Collection]]
* [[Analyzing CCX IP and Hostname change log ]]
* [[Identify Cluster Issues after IP and Hostname change]]

= Cisco Unified CCX Wallboard Configuration =
* [[Troubleshooting and Log Collection]]

= Cisco Unified CCX CET =
* [[DB config objects not showing in CET]]
* [[CET tool exits with CetTool.bat not found error]]
* [[Enabling remote user account through CLI]]
* [[Troubleshooting and Log collection]]

= Cisco Unified CCX Licensing =
* [[Invalid License MAC address error at time of License Upload]]
* [[Need License MAC before system install to reduce time delay]]
* [[New Licenses required (License Rehosting)]]
* [[Using Demo licenses]]
* [[Warning: System running on grace period message on admin login]]
* [[Error: Grace period expired on admin login]]
* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Error: License expired error on admin login]]
* [[Troubleshooting and Log collection]]

Troubleshooting Tips for Unified CCX 8.0

2010-05-04T08:16:12Z

Pshree: /* Cisco Unified CCX Historical Reporting */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[Hardware not supported]]
* [[Unable to access NTP server]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]

= Backup and Restore =

= Windows to Linux Upgrade =
* [[Desktop Agent Config backup operation failed using PUT]]
* [[Backup operation failed while backing up Config/Database/Recordings using PUT]]
* [[Pre-Upgrade Tool backup operation is not supported]]
* [[CVD communication failed during backup using PUT]]
* [[Could not find the Engine/DB master node during backup using PUT]]
* [[Database size is not supported during backup using PUT]]
* [[CCX Node is not reachable during backup using PUT]]
* [[Not all the recording files are backed up during backup using PUT]]
* [[Power failure during restore operation of Windows to Linux upgrade]]
* [[Failure during restore operation of Windows to Linux upgrade]]
* [[FTP/SFTP path not accessible during data restore]]
* [[Restore operation fails due to mismatch in deployment type]]
* [[Restore operation fails due to mismatch in license package]]
* [[Invalid backup TAR file used during restore on Unified CCX 8.0(1)]]
* [[Not enough space to stage backup file on Unified CCX 8.0(1) during restore]]
* [[Component activation failed during restore on Unified CCX 8.0(1)]]
* [[Activating the node as Publisher failed during restore on Unified CCX 8.0(1)]]
* [[Database manager is not IN_SERVICE during restore on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of configuration data on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of DB data on Unified CCX 8.0(1)]]
* [[Node 2 CTI ports removal failed during restore]]
* [[Recordings not getting played after upgrade]]
* [[Deletion of Node 2 JTAPI user from CUCM fails during restore]]
* [[The VRU connection port for ICM Subsystem fails to migrate during restore of IP-IVR system]]
* [[Problem occurred during backing up of restore logs]]
* [[PUT backup fails during Desktop Agent Config backup operation]]

= Linux to Linux Upgrade =
* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [[No valid upgrade options found while running upgrade on node2]]

= Cisco Unified Communications Manager Telephony Subsystem =

=== First few things to check ===
* Is the subsystem in full service? If not refer to section for [[#Telephony Subsystem Out Of Service or Partial Service Issues]] below
* Also cross check JTAPI Client and Data sync. Refer to [[JTAPI Client and data resynchronization]]

=== Tracing ===
* [[Turning on SS_TEL]]
* [[Turning on Unified CCX Telephony Client traces]]
* [[Turning on UCM CCM and CTI SDI and SDL traces]]

=== Telephony Subsystem Out Of Service or Partial Service Issues ===
* [[Trigger partition change causes JTAPI subsystem to go to Partial Service]]
* [[Telephony Subsystem in Partial Service - calculateGroupReadiness indicates groups NOT READY]]
* [[Standard CTI Enabled role for JTAPI user]]
* [[UCM Telephony SS Out Of Service - Unable to create provider]]
* [[UCM Telephony SS Out Of Service - DB_ACCESS_ERROR]]
* [[UCM Telephony SS Out Of Service/Partial Service - Unable to Register CTI Port/Route Point]]
* [[Trigger Configuration Error]]
* [[Missing AddrInService events]]
* [[UCM Telephony SS in partial service after fall back to Node1]]
* [[UCM Telephony SS in partial service on a node]]
* [[JTAPI Client and data resynchronization]]
* [[JTAPI provider goes out of service]]
* [[Issues in JTAPI Port Recovery]]

=== Callflow guides ===
* [[Guide to reading MIVR logs for Telephony Issues - IVR Call Flow]]
* [[Guide to reading MIVR logs for Telephony Issues - ICD Call Flow]]

=== Identifying Issues in Call Flow ===
* [[Possible Issues in an ICD call flow]]
* Call is rejected as soon as it is received by Unified CCX
** [[REMOTE_TIMEOUT - No idle channels]]
* Call is not offered on the CTI Port
** [[TRIGGER_FAIL]]
** [[TRIGGER_MAX_SESSION]]
** [[Configuration issues]]
* Call is rejected after it is offered on the CTI Port
** [[SETUP_TIMEOUT]]
** [[SETUP_FAIL]]
* Issues invoking Application Task
** [[Null or Default Application Task]]
** [[ApplicationMaxSessionsException]]
** [[Invalid Script]]
* [[Media Setup Failure]]
* [[Codec Mismatch between Caller and CTI Port]]
* [[Call fails with CallCtlConnFailed event]]
* [[JTAPI Exception during redirect, accept, answer, transfer request]]
* [[Consult call fails with RESOURCE_BUSY]]
* Consult Call is not answered at agent extension
** [[RESOURCE_NOT_ACKNOWLEDGING]]
** [[RESOURCE_FORWARDING]]
* [[Could not meet post conditions of call.transfer]]
* [[Transfer does not receive CiscoTransferEndEv]]
* [[Multiple transfer failures]]
* [[Transfer success is false]]

===Other tips===
* [[Call aborted due to WFMaxExecutedStepsExceededException]]
* [[Common Cause Codes and Meta Codes in JTAPI]]
* [[Troubleshooting JTAPI CCN Exceptions]]
* [[Codec support issues]]
* [[Commonly used regular expressions]]
* [[How to escalate an issue to IPCBU JTAPI team]]
* http://developer.cisco.com/web/jtapi/docs

= Cisco Unified CCX Media subsystem =
=== Tracing ===
* [[Turning on Unified CCX Media Traces]]
* [[Turning on IPVMS Traces]]
===General Media Issue===
* [[Media subsystem is stuck in initializing state]]

= Cisco Unified Communications Manager Automated Attendant =

= Cisco Unified Communications Manager Express =
* [[Enabling CME Tracing]]
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]
* [[Unified CCX stops working after Unified CME is rebuilt after crash]]
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]
* [[Creation of Outbound trigger DN on UCCX fails]]

= Cisco Unified IPIVR/ICM =

=== First few things to check ===
* Is the ICM subsystem in full service in the IVR box? If not refer to section for [[#ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG]] below.

* Verify whether the license uploaded on the system is for IVR.

* [[ Logs to be enabled for IVR issues ]]

* After the above mentioned logs are enabled, search the MIVR logs for any Exceptions- "exception" or errors. The following exceptions seen in MIVR logs can be ignored as they are benign in nature:

435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event:
listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,Exception=
java.lang.IllegalStateException: already cleared
435719: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared

Based on the exceptions, Isolate the issues into the following -

=== JTAPI issues ===

Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer to the [[#Cisco Unified Communications Manager Telephony Subsystem]] and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway. ]]

* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE. ]]

=== Call Flow Issues ===

* [[ Calls are failing in IVR and user hears busy tone for these calls. ]]

* [[IVR sends wrong values to ICM for the call variables.]]

* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR.]]

* [[Intermittent Translation Route to VRU failure.]]

* [[ Call reserves an agent although caller hanged in IPIVR. ]]

* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery. ]]

=== Set up Issues ===

* [[ Calls are failing in IVR intermittently – Some calls go through successfully and some fail intermittently and it may seem like the TCP connection is broken from the VRU PIM side at the time of the failed calls. ]]

* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR. ]]

* [[ What versions of IP IVR are supported for UCCE 8.0? ]]

=== Other Tips ===

* http://wwwin-eng.cisco.com/Eng/CCBU/CRA/Training/UCCX_8_0_IVR-ICM_Integration.pptx

* http://wwwin-eng.cisco.com/Eng/CCBU/ICM/Components/PG/PIMs/VRU/GED125.doc

* [[ CAD services visible in CLI 'utils service list' command ]]

* Many services in Deactivated state. Refer to [[ CAD services visible in CLI 'utils service list' command ]]

= Cisco Unified CCX Administration =
* [[Error in IE (Class doesn't support Automation) ]]
* [[User Authentication error during CUCM configuration ]]
* [[HTTP 403 or security protocols error ]]
* [[Add to cluster repeats in a loop ]]
* [[Object error during component activation ]]
* [[Components in deactivated state ]]
* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]
* [[Component activation failed during cluster setup ]]

= Cisco Unified CCX Database =

== General ==

== Replication ==

*[[Reset and Repair - what is the difference]]

= Cisco Unified CCX Editor =
*[[Script porting issues]]
*[[W1 upgrade issues]]
*[[Editor hanging issues]]
*[[Issues with installing on windows vista and windows 7]]

= Cisco Unified CCX Engine =
* [[Application subsystem is in partial service]]
* [[Changes to applications do not register]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[An error message plays when calling a CTI route point]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[ How to debug OutOfMemoryError ]]
* [[ How to analyze heap dumps ]]
* [[ How to debug the root cause for high CPU usage ]]

= Cisco Unified CCX ICD =

=== Required Tracing ===
* [[Log_Levels_for_issues_related_to_Routing_and_Queuing]]
=== RmCm is OOS OR in Partial Service ===
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem stuck in INITIALIZING state]]

=== RmCm Configurations issues ===
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[Some resource selection criteria are missing]]

=== Agent Issues ===

* [[Unable to login Unified CCX Agent ]]
* [[Agent cannot go Ready after logging in]]
* [[Agent does not go to Work state after handling a call]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent toggles between Reserved and Ready state]]
* [[Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's]]
* [[Agent stuck in Reserved state]]
* [[Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs]]
* [[Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ_CONSULT_CONTACT ]]
* [[Agent State transformations in Select Join and Join Across Line scenarios]]

=== Call Issues ===
* [[Calls are not routed to agents]]
* [[Calls are sometimes not delivered accordingly to Skill Competence when Resource Selection Criteria is Most Skilled]]
* [[Same call is presented to two agents]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]

=== Scripting Issue ===
* [[Call redirected from one RP to the other multiple times with Redirect Step]]

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

=== Call Flow Guides ===
* [[Guide to read MIVR logs for a simple ICD call]]

= Cisco Unified CCX Real-Time Reporting =
* [[RTR in SelectJoin, DirectTransfer, JoinAcrossLines, DirectTransferAcrossLines Scenarios]]

= Cisco Unified CCX Historical Reporting =
* [[Pre-Requisites]]
* [[Required Log levels]]
* [[Historical records not getting written to database]]
* [[Discrepancies of JAL Scenarios]]
* [[Differences among Various Cisco Unified CCX reports]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[Filter by skill/team/resourcegroup not working]]

= Automatic Speech Recognition =
=== Tracing ===
* [[Turning on Unified CCX Automatic Speech Recognition Traces]]
===General ASR Issues===
* [[How To Bring MRCP ASR Provider To InService State]]
* [[Nuance 9.0 not working with Unified CCX]]
* [[How to integrate MRCP ASR-TTS with Unified CCX]]
* [[Assure ASR-TTS ports/resources are freed up after the application finishes]]
* [[UnsupportedGrammarException with Cisco Media i.e Default Dialog group]]
* [[Built in Grammar minlength and maxlength with Default or Cisco Media Group for DTMF inputs]]
* [[How to allow both DTMF and Speech Recognition together]]
* [[The Names are not recognized]]
* [[MRCP ASR Subsystem Status is out of service]]
* [[MRCP ASR Providers, MRCP Servers, or Groups Changes like additions, or deletions to do not take effect]]

= Outbound =
*Trace Levels
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*General Outbound Issues
**[[Outbound contacts not being dialed after failover]]
**[[Outbound calls fail with no callback number]]
**[[Outbound agent Stuck in Reserved state]]
**[[Outbound General Configuration data is changed]]
**[[Outbound Subsystem is Out Of Service]]
*Issues Related To Outbound Call Flow
**[[Outbound agents are ready for long time with available contacts]]
*CAD/CDA related issues
** [[Outbound Buttons are disabled on CAD]]
** [[CDA doesn't show checkbox for Outbound Dialer Mode]]

= Text-To-Speech =
=== Tracing ===
* [[Turning on Unified CCX Text To Speech traces]]
=== General TTS Issues ===
* [[Setting TTS Provider as Default TTS Provider]]
* [[Control prosody rate in PlayPrompt TTS block]]
* [[TTS Provider shows Last Status when Added Again]]
* [[MRCP TTS subsystem shows out of service status]]
* [[MRCP TTS Providers, MRCP Servers, locales, or genders changes like additions, or deletions to do not take effect]]

= Serviceability =
* Real-Time Monitoring Tool (RTMT)
** [[Troubleshooting RTMT Installation Errors]]
** [[Not able to install different RTMT clients on the same box]]
** [[Unable to Log in to Cisco Unified Real-Time Monitoring Tool]]
** [[Unable to Collect data for the second node from RTMT when the Primary Node is down]]
** [[Troubleshooting DiskSpace and Partition related alerts]]
** [[Collecting logs for troubleshooting RTMT Alerts]]
** [[Configuring RTMT Trace Settings]]
*SNMP
** [[Log Collection for SNMP Voice SubAgent issues]]
** [[Unable to receive Unified CCX SNMP Traps]]
** [[SNMP operations on the Voice MIB not fetching any output]]
** [[Troubleshooting Alarms/Alerts to be sent as SNMP Traps]]
* Log Profile 
** [[Debugging issues]]
** [[Known issues]]

= Serviceability (Analysis Manager) =
* [[I don't see the Analysis Manager Drawer or Menu items]]
* [[RTMT does not come up or behaves strangely]]
* [[I cannot log into RTMT]]
* [[My ‘Test Connectivity’ for Unified CCX node is failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[Where can I access RTMT and Analysis Manager logs]]

= Cisco Unified CCX Internationalization =

= VXML =
=== Tracing ===
* [[Turning on Unified CCX VXML traces]]
=== General VXML Issues ===
* [[How to use JavaScript greater than, less than and ampersand symbols in vxml var expr declaration]]
* [[Voice Browser Not able to fetch files with dynamic file extensions]]
* [[Not able to fetch grammar and prompt files through CRTP]]
* [[VXML tag not working properly with VoiceBrowser]]

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

* [[RCA for Engine failover]]
* [[Engine and CAD failover taking long time]]

= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]

= CDP =

= Cisco Unified CCX CLI =
* [[UCCX CLI log collection]]
* [[Analyzing UCCX CLI logs]]
* [[Cannot login to CLI]]
* [[Enabling root account from CLI]]
* [[Checking UCCX version using CLI]]
* [[Checking if the current node is a VOS publisher]]
* [[Checking configured UCCX license using CLI]]
* [[Checking & updating JTAPI Client using CLI]]
* [[Updating the UCM IP address in UCCX from CLI]]
* [[Checking trace level settings from UCCX CLI]]
* [[Setting trace level settings from UCCX CLI]]
* [[Running DB query from UCCX CLI]]

= Cisco Unified CCX Security =
* [[CSA]]
* [[IPTables (firewall)]]
* [[Engine]]

= Cisco Unified CCX IP Address/Hostname change =
* [[IP and Hostname change Log Collection]]
* [[Analyzing CCX IP and Hostname change log ]]
* [[Identify Cluster Issues after IP and Hostname change]]

= Cisco Unified CCX Wallboard Configuration =
* [[Troubleshooting and Log Collection]]

= Cisco Unified CCX CET =
* [[DB config objects not showing in CET]]
* [[CET tool exits with CetTool.bat not found error]]
* [[Enabling remote user account through CLI]]
* [[Troubleshooting and Log collection]]

= Cisco Unified CCX Licensing =
* [[Invalid License MAC address error at time of License Upload]]
* [[Need License MAC before system install to reduce time delay]]
* [[New Licenses required (License Rehosting)]]
* [[Using Demo licenses]]
* [[Warning: System running on grace period message on admin login]]
* [[Error: Grace period expired on admin login]]
* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Error: License expired error on admin login]]
* [[Troubleshooting and Log collection]]

Troubleshooting Tips for Unified CCX 8.0

2010-05-04T08:14:07Z

Pshree: /* General */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[Hardware not supported]]
* [[Unable to access NTP server]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]

= Backup and Restore =

= Windows to Linux Upgrade =
* [[Desktop Agent Config backup operation failed using PUT]]
* [[Backup operation failed while backing up Config/Database/Recordings using PUT]]
* [[Pre-Upgrade Tool backup operation is not supported]]
* [[CVD communication failed during backup using PUT]]
* [[Could not find the Engine/DB master node during backup using PUT]]
* [[Database size is not supported during backup using PUT]]
* [[CCX Node is not reachable during backup using PUT]]
* [[Not all the recording files are backed up during backup using PUT]]
* [[Power failure during restore operation of Windows to Linux upgrade]]
* [[Failure during restore operation of Windows to Linux upgrade]]
* [[FTP/SFTP path not accessible during data restore]]
* [[Restore operation fails due to mismatch in deployment type]]
* [[Restore operation fails due to mismatch in license package]]
* [[Invalid backup TAR file used during restore on Unified CCX 8.0(1)]]
* [[Not enough space to stage backup file on Unified CCX 8.0(1) during restore]]
* [[Component activation failed during restore on Unified CCX 8.0(1)]]
* [[Activating the node as Publisher failed during restore on Unified CCX 8.0(1)]]
* [[Database manager is not IN_SERVICE during restore on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of configuration data on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of DB data on Unified CCX 8.0(1)]]
* [[Node 2 CTI ports removal failed during restore]]
* [[Recordings not getting played after upgrade]]
* [[Deletion of Node 2 JTAPI user from CUCM fails during restore]]
* [[The VRU connection port for ICM Subsystem fails to migrate during restore of IP-IVR system]]
* [[Problem occurred during backing up of restore logs]]
* [[PUT backup fails during Desktop Agent Config backup operation]]

= Linux to Linux Upgrade =
* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [[No valid upgrade options found while running upgrade on node2]]

= Cisco Unified Communications Manager Telephony Subsystem =

=== First few things to check ===
* Is the subsystem in full service? If not refer to section for [[#Telephony Subsystem Out Of Service or Partial Service Issues]] below
* Also cross check JTAPI Client and Data sync. Refer to [[JTAPI Client and data resynchronization]]

=== Tracing ===
* [[Turning on SS_TEL]]
* [[Turning on Unified CCX Telephony Client traces]]
* [[Turning on UCM CCM and CTI SDI and SDL traces]]

=== Telephony Subsystem Out Of Service or Partial Service Issues ===
* [[Trigger partition change causes JTAPI subsystem to go to Partial Service]]
* [[Telephony Subsystem in Partial Service - calculateGroupReadiness indicates groups NOT READY]]
* [[Standard CTI Enabled role for JTAPI user]]
* [[UCM Telephony SS Out Of Service - Unable to create provider]]
* [[UCM Telephony SS Out Of Service - DB_ACCESS_ERROR]]
* [[UCM Telephony SS Out Of Service/Partial Service - Unable to Register CTI Port/Route Point]]
* [[Trigger Configuration Error]]
* [[Missing AddrInService events]]
* [[UCM Telephony SS in partial service after fall back to Node1]]
* [[UCM Telephony SS in partial service on a node]]
* [[JTAPI Client and data resynchronization]]
* [[JTAPI provider goes out of service]]
* [[Issues in JTAPI Port Recovery]]

=== Callflow guides ===
* [[Guide to reading MIVR logs for Telephony Issues - IVR Call Flow]]
* [[Guide to reading MIVR logs for Telephony Issues - ICD Call Flow]]

=== Identifying Issues in Call Flow ===
* [[Possible Issues in an ICD call flow]]
* Call is rejected as soon as it is received by Unified CCX
** [[REMOTE_TIMEOUT - No idle channels]]
* Call is not offered on the CTI Port
** [[TRIGGER_FAIL]]
** [[TRIGGER_MAX_SESSION]]
** [[Configuration issues]]
* Call is rejected after it is offered on the CTI Port
** [[SETUP_TIMEOUT]]
** [[SETUP_FAIL]]
* Issues invoking Application Task
** [[Null or Default Application Task]]
** [[ApplicationMaxSessionsException]]
** [[Invalid Script]]
* [[Media Setup Failure]]
* [[Codec Mismatch between Caller and CTI Port]]
* [[Call fails with CallCtlConnFailed event]]
* [[JTAPI Exception during redirect, accept, answer, transfer request]]
* [[Consult call fails with RESOURCE_BUSY]]
* Consult Call is not answered at agent extension
** [[RESOURCE_NOT_ACKNOWLEDGING]]
** [[RESOURCE_FORWARDING]]
* [[Could not meet post conditions of call.transfer]]
* [[Transfer does not receive CiscoTransferEndEv]]
* [[Multiple transfer failures]]
* [[Transfer success is false]]

===Other tips===
* [[Call aborted due to WFMaxExecutedStepsExceededException]]
* [[Common Cause Codes and Meta Codes in JTAPI]]
* [[Troubleshooting JTAPI CCN Exceptions]]
* [[Codec support issues]]
* [[Commonly used regular expressions]]
* [[How to escalate an issue to IPCBU JTAPI team]]
* http://developer.cisco.com/web/jtapi/docs

= Cisco Unified CCX Media subsystem =
=== Tracing ===
* [[Turning on Unified CCX Media Traces]]
* [[Turning on IPVMS Traces]]
===General Media Issue===
* [[Media subsystem is stuck in initializing state]]

= Cisco Unified Communications Manager Automated Attendant =

= Cisco Unified Communications Manager Express =
* [[Enabling CME Tracing]]
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]
* [[Unified CCX stops working after Unified CME is rebuilt after crash]]
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]
* [[Creation of Outbound trigger DN on UCCX fails]]

= Cisco Unified IPIVR/ICM =

=== First few things to check ===
* Is the ICM subsystem in full service in the IVR box? If not refer to section for [[#ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG]] below.

* Verify whether the license uploaded on the system is for IVR.

* [[ Logs to be enabled for IVR issues ]]

* After the above mentioned logs are enabled, search the MIVR logs for any Exceptions- "exception" or errors. The following exceptions seen in MIVR logs can be ignored as they are benign in nature:

435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event:
listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,Exception=
java.lang.IllegalStateException: already cleared
435719: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared

Based on the exceptions, Isolate the issues into the following -

=== JTAPI issues ===

Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer to the [[#Cisco Unified Communications Manager Telephony Subsystem]] and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway. ]]

* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE. ]]

=== Call Flow Issues ===

* [[ Calls are failing in IVR and user hears busy tone for these calls. ]]

* [[IVR sends wrong values to ICM for the call variables.]]

* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR.]]

* [[Intermittent Translation Route to VRU failure.]]

* [[ Call reserves an agent although caller hanged in IPIVR. ]]

* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery. ]]

=== Set up Issues ===

* [[ Calls are failing in IVR intermittently – Some calls go through successfully and some fail intermittently and it may seem like the TCP connection is broken from the VRU PIM side at the time of the failed calls. ]]

* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR. ]]

* [[ What versions of IP IVR are supported for UCCE 8.0? ]]

=== Other Tips ===

* http://wwwin-eng.cisco.com/Eng/CCBU/CRA/Training/UCCX_8_0_IVR-ICM_Integration.pptx

* http://wwwin-eng.cisco.com/Eng/CCBU/ICM/Components/PG/PIMs/VRU/GED125.doc

* [[ CAD services visible in CLI 'utils service list' command ]]

* Many services in Deactivated state. Refer to [[ CAD services visible in CLI 'utils service list' command ]]

= Cisco Unified CCX Administration =
* [[Error in IE (Class doesn't support Automation) ]]
* [[User Authentication error during CUCM configuration ]]
* [[HTTP 403 or security protocols error ]]
* [[Add to cluster repeats in a loop ]]
* [[Object error during component activation ]]
* [[Components in deactivated state ]]
* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]
* [[Component activation failed during cluster setup ]]

= Cisco Unified CCX Database =

== General ==

== Replication ==

*[[Reset and Repair - what is the difference]]

= Cisco Unified CCX Editor =
*[[Script porting issues]]
*[[W1 upgrade issues]]
*[[Editor hanging issues]]
*[[Issues with installing on windows vista and windows 7]]

= Cisco Unified CCX Engine =
* [[Application subsystem is in partial service]]
* [[Changes to applications do not register]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[An error message plays when calling a CTI route point]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[ How to debug OutOfMemoryError ]]
* [[ How to analyze heap dumps ]]
* [[ How to debug the root cause for high CPU usage ]]

= Cisco Unified CCX ICD =

=== Required Tracing ===
* [[Log_Levels_for_issues_related_to_Routing_and_Queuing]]
=== RmCm is OOS OR in Partial Service ===
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem stuck in INITIALIZING state]]

=== RmCm Configurations issues ===
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[Some resource selection criteria are missing]]

=== Agent Issues ===

* [[Unable to login Unified CCX Agent ]]
* [[Agent cannot go Ready after logging in]]
* [[Agent does not go to Work state after handling a call]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent toggles between Reserved and Ready state]]
* [[Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's]]
* [[Agent stuck in Reserved state]]
* [[Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs]]
* [[Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ_CONSULT_CONTACT ]]
* [[Agent State transformations in Select Join and Join Across Line scenarios]]

=== Call Issues ===
* [[Calls are not routed to agents]]
* [[Calls are sometimes not delivered accordingly to Skill Competence when Resource Selection Criteria is Most Skilled]]
* [[Same call is presented to two agents]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]

=== Scripting Issue ===
* [[Call redirected from one RP to the other multiple times with Redirect Step]]

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

=== Call Flow Guides ===
* [[Guide to read MIVR logs for a simple ICD call]]

= Cisco Unified CCX Real-Time Reporting =
* [[RTR in SelectJoin, DirectTransfer, JoinAcrossLines, DirectTransferAcrossLines Scenarios]]

= Cisco Unified CCX Historical Reporting =
* [[Pre-Requisites]]
* [[Required Log levels]]
* [[Historical records not getting written to database]]
* [[Discrepancies of JAL Scenarios]]
* [[Differences among Various Cisco Unified CCX reports]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]

= Automatic Speech Recognition =
=== Tracing ===
* [[Turning on Unified CCX Automatic Speech Recognition Traces]]
===General ASR Issues===
* [[How To Bring MRCP ASR Provider To InService State]]
* [[Nuance 9.0 not working with Unified CCX]]
* [[How to integrate MRCP ASR-TTS with Unified CCX]]
* [[Assure ASR-TTS ports/resources are freed up after the application finishes]]
* [[UnsupportedGrammarException with Cisco Media i.e Default Dialog group]]
* [[Built in Grammar minlength and maxlength with Default or Cisco Media Group for DTMF inputs]]
* [[How to allow both DTMF and Speech Recognition together]]
* [[The Names are not recognized]]
* [[MRCP ASR Subsystem Status is out of service]]
* [[MRCP ASR Providers, MRCP Servers, or Groups Changes like additions, or deletions to do not take effect]]

= Outbound =
*Trace Levels
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*General Outbound Issues
**[[Outbound contacts not being dialed after failover]]
**[[Outbound calls fail with no callback number]]
**[[Outbound agent Stuck in Reserved state]]
**[[Outbound General Configuration data is changed]]
**[[Outbound Subsystem is Out Of Service]]
*Issues Related To Outbound Call Flow
**[[Outbound agents are ready for long time with available contacts]]
*CAD/CDA related issues
** [[Outbound Buttons are disabled on CAD]]
** [[CDA doesn't show checkbox for Outbound Dialer Mode]]

= Text-To-Speech =
=== Tracing ===
* [[Turning on Unified CCX Text To Speech traces]]
=== General TTS Issues ===
* [[Setting TTS Provider as Default TTS Provider]]
* [[Control prosody rate in PlayPrompt TTS block]]
* [[TTS Provider shows Last Status when Added Again]]
* [[MRCP TTS subsystem shows out of service status]]
* [[MRCP TTS Providers, MRCP Servers, locales, or genders changes like additions, or deletions to do not take effect]]

= Serviceability =
* Real-Time Monitoring Tool (RTMT)
** [[Troubleshooting RTMT Installation Errors]]
** [[Not able to install different RTMT clients on the same box]]
** [[Unable to Log in to Cisco Unified Real-Time Monitoring Tool]]
** [[Unable to Collect data for the second node from RTMT when the Primary Node is down]]
** [[Troubleshooting DiskSpace and Partition related alerts]]
** [[Collecting logs for troubleshooting RTMT Alerts]]
** [[Configuring RTMT Trace Settings]]
*SNMP
** [[Log Collection for SNMP Voice SubAgent issues]]
** [[Unable to receive Unified CCX SNMP Traps]]
** [[SNMP operations on the Voice MIB not fetching any output]]
** [[Troubleshooting Alarms/Alerts to be sent as SNMP Traps]]
* Log Profile 
** [[Debugging issues]]
** [[Known issues]]

= Serviceability (Analysis Manager) =
* [[I don't see the Analysis Manager Drawer or Menu items]]
* [[RTMT does not come up or behaves strangely]]
* [[I cannot log into RTMT]]
* [[My ‘Test Connectivity’ for Unified CCX node is failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[Where can I access RTMT and Analysis Manager logs]]

= Cisco Unified CCX Internationalization =

= VXML =
=== Tracing ===
* [[Turning on Unified CCX VXML traces]]
=== General VXML Issues ===
* [[How to use JavaScript greater than, less than and ampersand symbols in vxml var expr declaration]]
* [[Voice Browser Not able to fetch files with dynamic file extensions]]
* [[Not able to fetch grammar and prompt files through CRTP]]
* [[VXML tag not working properly with VoiceBrowser]]

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

* [[RCA for Engine failover]]
* [[Engine and CAD failover taking long time]]

= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]

= CDP =

= Cisco Unified CCX CLI =
* [[UCCX CLI log collection]]
* [[Analyzing UCCX CLI logs]]
* [[Cannot login to CLI]]
* [[Enabling root account from CLI]]
* [[Checking UCCX version using CLI]]
* [[Checking if the current node is a VOS publisher]]
* [[Checking configured UCCX license using CLI]]
* [[Checking & updating JTAPI Client using CLI]]
* [[Updating the UCM IP address in UCCX from CLI]]
* [[Checking trace level settings from UCCX CLI]]
* [[Setting trace level settings from UCCX CLI]]
* [[Running DB query from UCCX CLI]]

= Cisco Unified CCX Security =
* [[CSA]]
* [[IPTables (firewall)]]
* [[Engine]]

= Cisco Unified CCX IP Address/Hostname change =
* [[IP and Hostname change Log Collection]]
* [[Analyzing CCX IP and Hostname change log ]]
* [[Identify Cluster Issues after IP and Hostname change]]

= Cisco Unified CCX Wallboard Configuration =
* [[Troubleshooting and Log Collection]]

= Cisco Unified CCX CET =
* [[DB config objects not showing in CET]]
* [[CET tool exits with CetTool.bat not found error]]
* [[Enabling remote user account through CLI]]
* [[Troubleshooting and Log collection]]

= Cisco Unified CCX Licensing =
* [[Invalid License MAC address error at time of License Upload]]
* [[Need License MAC before system install to reduce time delay]]
* [[New Licenses required (License Rehosting)]]
* [[Using Demo licenses]]
* [[Warning: System running on grace period message on admin login]]
* [[Error: Grace period expired on admin login]]
* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Error: License expired error on admin login]]
* [[Troubleshooting and Log collection]]

Purge command did not purge data

2010-05-04T08:12:51Z

Pshree: New page: == Purge command did not purge data == {| border="1" |- ! '''Problem Summary''' | After doing 'purge now' from appadmin, data did not get deleted from database |- ! '''Error Message''' |T...

== Purge command did not purge data ==

{| border="1"
|-
! '''Problem Summary'''
| After doing 'purge now' from appadmin, data did not get deleted from database
|-
! '''Error Message'''
|The SQL Server cannot obtain a LOCK resource at this time. Rerun your statement when there are fewer active users or ask the system administrator to check the SQL Server lock and memory configuration.
|-
! '''Possible Cause'''
| This error occurs when there are not enough system locks to complete the current command. SQL Server then attempts to obtain a LOCK block to represent and control the desired lock. When dynamically configured, the lock limit is determined by the available memory. When statically configured, the lock limit is determined by the sp_configure setting.
|-
! '''Recommended Action'''
| Either execute the command again when activity on the server is low, or have the system administrator increase the number of locks by executing sp_configure from the master database.

To view the current configuration:

sp_configure locks
GO
This reports the minimum, maximum, current run, and configuration values. A config value of 0 indicates that SQL Server manages locks dynamically. If the value is non-zero, we can increase the number of locks by running sp_configure again, specifying the number of locks to be configured. For example, to configure 10,000 locks:

sp_configure locks, 10000
GO
RECONFIGURE WITH OVERRIDE
GO

Stop and restart SQL Server so the changes can take effect. Locks are allocated at system startup.

If the number of locks cannot be increased at the current time, and the single action requires more locks than the server is currently configured for, you may be able to reduce the number of locks required for the operation. For Example, instead of purging data older than 30 months, we can break it into several steps as,
-purge data older than 60 months
-purge data older than 50 months
-purge data older than 40 months
-purge data older than 30 months
|-
! '''Release'''
| all windows release
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Unified CCX, Release 7.0]]

Troubleshooting Tips for Unified CCX 7.0

2010-05-04T08:12:22Z

Pshree: /* Cisco Unified CCX Database */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''See also:''' [[Additional troubleshooting information for Unified CCX 7.0]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair]]

= Backup, Restore, and Update =
* [[Backup, Restore, and Upgrade cannot be started from a client desktop]]
* [[During Backup, Restore, or Upgrade, an exception is seen in user interface]]
* [[Backup failed for a One or Two-Node system]]
* [[CRS 4.5 profile name is missing]]
* [[Page Not Found message is displayed during Restore or Upgrade]]
* [[Restore fails due to a file not being found]]
* [[Restore failed for a one-node system]]
* [[Restore failed on a two-node system that had run before the Restore]]
* [[Restore failed on a two-node system that was re-imaged]]
* [[Some RmCm configuration is missing after upgrade]]
* [[During the backup process, the backup window is accidentally closed]]
* [[Restore error in HA deployment when tape drive moved]]
* [[Restore error in HA deployment when backup and restore is performed on different nodes]]
* [[Failure when Updating Outbound Subsystem Configuration]]

= Cisco Unified Communications Manager Enterprise Telephony subsystem =
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]

= Cisco Unified Communications Manager Automated Attendant =
* [[ Dial by name does not find the specified server ]]
* [[ Automated Attendant prompt is not played ]]

= Cisco Unified Communications Manager Express =
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]

= Cisco Unified CCX =
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem remains INITIALIZING]]
* [[RmCm remains in Initializing state]]
* [[Agents, Supervisors, or Teams are out of synch]]
* [[Agent or CSQ does not appear in CDA]]
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[You cannot select the order of agents]]
* [[Agent does not go to Work state after handling a call]]
* [[A media step causes a Could not create PlayPromptDialog Object exception]]
* [[Unable to make any Cisco Unified CCX configuration changes]]
* [[Some resource selection criteria are missing]]
* [[Unable to record an agent]]
* [[Sometimes the supervisor can monitor and record an agent and sometimes he cannot]]
* [[Calls to Cisco Unified CCX route points are disconnected]]
* [[Calls are not routed to agents]]
* [[Agents do not show in a CSQ]]
* [[Caller gets dropped when an attempt is made to recall a Cisco Unified CCX agent extension after the agent previously parked the call]]
* [[Updating a NIC driver disables silent monitoring and recording]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Call fails if agent doesn’t pick the call in the first two rings]]
* [[Calls fail with CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out]]

= Cisco Unified IP IVR =
* [[Cisco Unified IP IVR drops callers when transferring to an extension]]
* [[Prompts play in language]]
* [[Some prompts do not play]]
* [[Some prompts in a script play in the language specified and other prompts play in English]]
* [[A prompt plays phrases in the wrong order]]

= Cisco Unified CCX Administration =
* [[The Cisco Unified CCX Administration Authentication web page is not available]]
* [[Uploading a license file can result in a warning message]]
* [[User cannot log in to the Cisco Unified CCX web page]]
* [[Refreshing subflow script does not update parent scripts]]
* [[Cisco Unified CM users display in random order]]
* [[Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server]]
* [[Database table fields used by wallboard store data in milliseconds]]
* [[Management pages display error message when selected]]
* [[Zip file does not auto unzip on Document Management page]]
* [[Invalid files message displays while uploading a zip file of prompts]]
* [[A Component Manager goes into partial service when uploading a zip file]]
* [[High call rejection rate under heavy load]]
* [[Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file]]
* [[Callers hear a fast busy while calling the JTAPI triggers]]
* [[Override media termination group displayed twice]]
* [[SUPERVISE_CALL_REQ type barge in without AgentCallID]]

= Cisco Unified CCX Admin Utility =
* [[The cluster is not in synchronization]]
* [[Cisco Unified CCX Admin Utility exits or does not come up after login]]
* [[The Cisco Unified CCX Admin Utility fails due to data corruption]]
* [[The Cisco Unified CCX Admin Utility will not run on a non bootstrap node]]
* [[The Cisco Unified CCX Admin Utility will not run since the Node Manager hung]]

= Cisco Unified CCX Database =
* [[Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration]]
* [[HR client login error]]
* [[Cannot activate DB components on HA node]]
* [[Cisco Unified CCX Databases are not purged as expected]]
* [[Purge command did not purge data]]
* [[Historical Database db_cra is full]]
* [[E-mail notification of database purging activities is not sent]]
* [[Syslog or SNMP trap notification of database purging activities is not sent]]
* [[After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail]]
* [[Uninstall SQL hotfix 2282 is failing]]
* [[The IPCC server is loosing the ODBC connection after running fine for some time]]
* [[SQL Agent crash with Red X Mark, and the Node Manager is down]]
* [[After the upgrade SQL Server got changed to MSDE]]
* [[From the log: Login failed for user '(null)'. Root cause: Not associated with a trusted SQL Server connection]]
* [[While doing some configuration change from the Appadmin gets the following error: "Error updating Database"]]
* [[Primary key violation exception in the MIVR logs while trying to insert a historical record to the Database table]]
* [[SQLException while uploading prompt, grammar, document using editor steps inside the workflow script]]
* [[Cannot configure Application or System parameters from the Cisco Unified CCX Administration]]
* [[Enterprise Database Subsystem is in out of service or in partial service]]
* [[Can't create a new Datasource from the Appadmin]]
* [[After creating the datasource and System DSN, it is not getting displayed in the editor step]]
* [[Not able to view/edit rmcm configurations from node2 appadmin in an HA setup]]
* [[DBAccessor errors while CVD start up]]
* [[When trying to delete and create a new Datsource from the appadmin page, there is an error stating Datasource with the same name exists]]
* [[There is an error displayed in the appadmin while trying to modify the Datasource configuration]]
* [[Regarding Enterprise Database driver usage]]
* [[Datastore component activations fails when trying to activate node2 components]]

= Cisco Unified CCX Editor =
* [[Change a string variable to an integer]]
* [[Accept step error during active debug]]
* [[Error occurs with Reactive Debugging Tool]]
* [[Agent automatically put into Ready state]]
* [[Agent has invalid state transition from Reserved to Available to Talking]]

= Cisco Unified CCX Engine =
* [[Agent cannot go Ready after logging in]]
* [[Voice Browser step throws an exception]]
* [[Cisco Unified CCX Engine does not start and an RMI port in use error appears]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1067]]
* [[Attempting to start the Cisco Unified CCX Node Manager service causes an error 1069]]
* [[Application subsystem is in partial service]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[Changing the time in Cisco Unified CCX machines results in agents getting logged off]]
* [[An error message plays when calling a CTI route point]]
* [[Changes to applications do not register]]
* [[Call drops during transfer over gateway]]
* [[H.323 client DTMF digits not detected]]
* [[Redirected call is disconnected]]
* [[The Cisco Unified CCX server runs out of disk space]]
* [[Cisco Unified CCX Server runs at 100% capacity or is slow]]
* [[Database Subsystem goes into partial service]]
* [[JTAPI subsystem is in partial service]]
* [[Unable to connect to JTAPI provider]]
* [[The Simple Recognition step takes the unsuccessful branch]]
* [[Calling party and Cisco Unified CCX do not have common codec]]
* [[Prompts with incorrect codec being played out]]
* [[Prompt Exception in Cisco Unified CCX Engine log file]]
* [[Cisco Unified CCX Engine does not start]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[Cisco Unified CCX Server and Active Directory integration results in some services being unregistered]]
* [[Database Subsystem fails to connect to MS SQL server]]

= Cisco Unified CCX Real-Time Reporting =
* [[Attempting to run a real-time report causes an error]]
* [[After installing JRE, the user receives a message from real-time reporting saying to install JRE]]
* [[Contact entry is stuck in real-time reporting]]

= Cisco Unified CCX Historical Reporting =
* [[Exported PDF report does not print in landscape orientation]]
* [[User login missing in Windows XP after installing HR client]]
* [[Client and Server security policies do not match]]
* [[Charts do not appear properly in MS Excel format]]
* [[Columns of data missing in report in MS Excel format]]
* [[Records truncated in report in MS Excel format]]
* [[Agent names overwritten on charts]]
* [[RTF Report containing charts has tabular report headings]]
* [[Scheduler icon does not appear on Terminal Services client]]
* [[Reports do not execute at scheduled times]]
* [[Search dialog box and Preview tab appear in English on Windows system with locale set to German]]
* [[Dialog box does not appear as expected when report is exported]]
* [[Error when choosing an option from the Historical Reporting web page]]
* [[Truncated report description in Historical Reports client]]
* [[Scheduled Historical Reports do not run]]
* [[The SQL Command Failed dialog box appears when you try to generate a historical report]]
* [[Some information appears in English on a German system]]
* [[The Historical Reports client computer cannot connect to the Cisco Unified CCX server]]
* [[A Database Connection Error 5051 error appears]]
* [[Export file name does not appear in Export dialog box]]
* [[Cannot point to local applications from the Database Server Configuration page]]
* [[Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned]]
* [[Only three report templates are available for Cisco Unified CCX Standard]]
* [[Discrepancy in number of ACD calls shown on custom reports]]
* [[Priority Summary Activity Report chart prints only partly in color]]
* [[Scheduled Historical Reports do not run and message appears in CiscoSch.log file]]
* [[Historical Reporting Client window shows nothing in the user drop-down menu]]
* [[Historical Reporting Client stops working; attempt to log in again results in error messages]]
* [[Scheduler DOS exception error received when running a custom report]]
* [[Columns displaced in Excel spreadsheet when exporting a report]]
* [[Scheduler icon does not appear in Windows status bar]]
* [[Error message appears indicating connection with database is broken]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[Which reports should be used to determine BHCA and BHCC?]]
* [[Total logged in hours for agent very high after name change]]

= Automatic Speech Recognition =
* [[Names are not recognized]]
* [[Recognition never times out]]
* [[Alternate pronunciations and nicknames are not recognized]]
* [[Reduced call completion rate under heavy load while using an MRCP ASR Group]]
* [[MRCP ASR subsystem is out of service]]
* [[Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect]]
* [[Calling a route point with an MRCP ASR Dialog Group results in default treatment]]

= Outbound =
* [[Agent does skip or skip-close but does not stay reserved]]
* [[Agent is not getting callbacks]]
* [[Agent is ready but does not get an Outbound call for up to two minutes]]
* [[Errors placing Outbound calls]]
* [[Not all contacts get imported]]
* [[On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem]]
* [[Outbound buttons do not show up on CAD]]
* [[Outbound buttons show up but are disabled on CAD]]
* [[Outbound calls are not getting dialed]]
* [[Outbound call volume is low]]
* [[Outbound System Service is not in service]]
* [[RTR Outbound reports do not show all possible reclassification]]

= Text-to-Speech =
* [[Provider becomes IN_SERVICE immediately]]
* [[TTS Prompt does not play]]
* [[TTS prompt is not recognizable]]
* [[MRCP TTS subsystem is out of service]]
* [[Long TTS prompts consume significant memory on Cisco Unified CCX Server]]
* [[Non-UTF-8 characters needed for some languages]]
* [[A .wav file prompt playback is garbled when played by a TTS server]]
* [[Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect]]

= Serviceability =
* [[SNMP-based network management tools cannot monitor Cisco Unified CCX components]]
* [[File Manager in partial service]]
* [[SNMP traps do not arrive at the trap receiver]]
* [[Syslog messages not received by receiver]]
* [[The Alarm Service does not start]]
* [[Serviceability does not uninstall completely]]
* [[Updating Data with the Serviceability Tool on One Node does not Update Other Nodes]]
* [[Virus Scan software slows Call Completion Rate]]

= Cisco Unified CCX Internationalization =
* [[Results not as expected for first name and last name in Chinese, Japanese, and Korean]]
* [[Language specified is not accepted or played]]

= VXML =
* [[Voice Browser Step troubleshooting steps]]
* [[Timeout attribute for non-input does not work]]
* [[Menu Choice DTMF does not work]]

= High Availability and Bootstrap =
* [[Transaction Manager cannot start]]
* [[Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file]]

= High Availability and Failover =
* [[Conflicts in Datastore Control Center history]]
* [[Cannot make configuration changes in HA cluster]]
* [[Cannot make configuration changes in RmCm Subsystem]]
* [[Service constantly shows Invalid]]
* [[Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure]]
* [[Cluster is in partial service]]
* [[Server is in partial service]]
* [[Cisco Unified CCX does not accept a call or function properly]]
* [[Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center]]
* [[Cluster time synch fails]]
* [[Cisco Unified CCX Servers respond slowly in a High Availability environment]]
* [[Multiple failovers with high CPU usage]]

= VoIP Monitor =
* [[VoIP monitor does not work correctly]]
* [[Cisco Unified CCX fails to start]]
* [[VoIP Monitor tab of the CDA gives an error]]
* [[VoIP Monitor does not list some phone devices]]

= CDP =
* [[CDP Protocol Driver missing in Device Manager]]

Troubleshooting Tips for Unified CCX 8.0

2010-04-09T05:34:25Z

Pshree: /* General */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''See also:''' [[Additional troubleshooting information for Unified CCX 8.0]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[Hardware not supported]]
* [[Unable to access NTP server]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]

= Backup and Restore =

= Windows to Linux Upgrade =
* [[Desktop Agent Config backup operation failed using PUT]]
* [[Backup operation failed while backing up Config/Database/Recordings using PUT]]
* [[Pre-Upgrade Tool backup operation is not supported]]
* [[CVD communication failed during backup using PUT]]
* [[Could not find the Engine/DB master node during backup using PUT]]
* [[Database size is not supported during backup using PUT]]
* [[CCX Node is not reachable during backup using PUT]]
* [[Not all the recording files are backed up during backup using PUT]]
* [[Power failure during restore operation of Windows to Linux upgrade]]
* [[Failure during restore operation of Windows to Linux upgrade]]
* [[FTP/SFTP path not accessible during data restore]]
* [[Restore operation fails due to mismatch in deployment type]]
* [[Restore operation fails due to mismatch in license package]]
* [[Invalid backup TAR file used during restore on Unified CCX 8.0(1)]]
* [[Not enough space to stage backup file on Unified CCX 8.0(1) during restore]]
* [[Component activation failed during restore on Unified CCX 8.0(1)]]
* [[Activating the node as Publisher failed during restore on Unified CCX 8.0(1)]]
* [[Database manager is not IN_SERVICE during restore on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of configuration data on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of DB data on Unified CCX 8.0(1)]]
* [[Node 2 CTI ports removal failed during restore]]
* [[Recordings not getting played after upgrade]]
* [[Deletion of Node 2 JTAPI user from CUCM fails during restore]]
* [[The VRU connection port for ICM Subsystem fails to migrate during restore of IP-IVR system]]
* [[Problem occurred during backing up of restore logs]]
* [[PUT backup fails during Desktop Agent Config backup operation]]

= Linux to Linux Upgrade =
* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [[No valid upgrade options found while running upgrade on node2]]

= Cisco Unified Communications Manager Telephony subsystem =

=== First few things to check ===
* Is the subsystem in full service? If not refer to section for [[#Telephony Subsystem Out Of Service or Partial Service Issues]] below
* Also cross check JTAPI Client and Data sync. Refer to [[JTAPI Client and data resynchronization]]

=== Tracing ===
* [[Turning on SS_TEL]]
* [[Turning on Unified CCX Telephony Client traces]]
* [[Turning on UCM CCM and CTI SDI and SDL traces]]

=== Telephony Subsystem Out Of Service or Partial Service Issues ===
* [[Trigger partition change causes JTAPI subsystem to go to Partial Service]]
* [[Telephony Subsystem in Partial Service - calculateGroupReadiness indicates groups NOT READY]]
* [[Standard CTI Enabled role for JTAPI user]]
* [[UCM Telephony SS Out Of Service - Unable to create provider]]
* [[UCM Telephony SS Out Of Service - DB_ACCESS_ERROR]]
* [[UCM Telephony SS Out Of Service/Partial Service - Unable to Register CTI Port/Route Point]]
* [[Trigger Configuration Error]]
* [[Missing AddrInService events]]
* [[UCM Telephony SS in partial service after fall back to Node1]]
* [[UCM Telephony SS in partial service on a node]]
* [[JTAPI Client and data resynchronization]]
* [[JTAPI provider goes out of service]]
* [[Issues in JTAPI Port Recovery]]

=== Callflow guides ===
* [[Guide to reading MIVR logs for Telephony Issues - IVR Call Flow]]
* [[Guide to reading MIVR logs for Telephony Issues - ICD Call Flow]]

=== Identifying Issues in Call Flow ===
* [[Possible Issues in an ICD call flow]]
* Call is rejected as soon as it is received by Unified CCX
** [[REMOTE_TIMEOUT - No idle channels]]
* Call is not offered on the CTI Port
** [[TRIGGER_FAIL]]
** [[TRIGGER_MAX_SESSION]]
** [[Configuration issues]]
* Call is rejected after it is offered on the CTI Port
** [[SETUP_TIMEOUT]]
** [[SETUP_FAIL]]
* Issues invoking Application Task
** [[Null or Default Application Task]]
** [[ApplicationMaxSessionsException]]
** [[Invalid Script]]
* [[Media Setup Failure]]
* [[Codec Mismatch between Caller and CTI Port]]
* [[Call fails with CallCtlConnFailed event]]
* [[JTAPI Exception during redirect, accept, answer, transfer request]]
* [[Consult call fails with RESOURCE_BUSY]]
* Consult Call is not answered at agent extension
** [[RESOURCE_NOT_ACKNOWLEDGING]]
** [[RESOURCE_FORWARDING]]
* [[Could not meet post conditions of call.transfer]]
* [[Transfer does not receive CiscoTransferEndEv]]
* [[Multiple transfer failures]]
* [[Transfer success is false]]

===Other tips===
* [[Call aborted due to WFMaxExecutedStepsExceededException]]
* [[Common Cause Codes and Meta Codes in JTAPI]]
* [[Troubleshooting JTAPI CCN Exceptions]]
* [[Codec support issues]]
* [[Commonly used regular expressions]]
* [[How to escalate an issue to IPCBU JTAPI team]]
* http://developer.cisco.com/web/jtapi/docs

= Cisco Unified CCX Media subsystem =
=== Tracing ===
* [[Turning on Unified CCX Media Traces]]
* [[Turning on IPVMS Traces]]
===General Media Issue===
* [[Media subsystem is stuck in initializing state]]

= Cisco Unified Communications Manager Automated Attendant =

= Cisco Unified Communications Manager Express =
* [[Enabling CME Tracing]]
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]
* [[Unified CCX stops working after Unified CME is rebuilt after crash]]
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]
* [[Creation of Outbound trigger DN on UCCX fails]]

= Cisco Unified IPIVR/ICM =

=== First few things to check ===
* Is the ICM subsystem in full service in the IVR box? If not refer to section for [[#ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG]] below.

* Verify whether the license uploaded on the system is for IVR.

* [[ Logs to be enabled for IVR issues. ]]

* After the above mentioned logs are enabled, search the MIVR logs for any Exceptions- "exception" or errors. The following exceptions seen in MIVR logs can be ignored as they are benign in nature:

435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event:
listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,Exception=
java.lang.IllegalStateException: already cleared
435719: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared

Based on the exceptions, Isolate the issues into the following -

=== JTAPI issues ===

Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer the [[Cisco Unified Communications Manager Telephony subsystem]] and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway. ]]

* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE. ]]

=== Call Flow Issues ===

* [[ Calls are failing in IVR and user hears busy tone for these calls. ]]

* [[IVR sends wrong values to ICM for the call variables.]]

* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR.]]

* [[Intermittent Translation Route to VRU failure.]]

* [[ Call reserves an agent although caller hanged in IPIVR. ]]

* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery. ]]

=== Set up Issues ===

* [[ Calls are failing in IVR intermittently – Some calls go through successfully and some fail intermittently and it may seem like the TCP connection is broken from the VRU PIM side at the time of the failed calls. ]]

* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR. ]]

* [[ What versions of IP IVR are supported for UCCE 8.0? ]]

=== Other Tips ===

* http://wwwin-eng.cisco.com/Eng/CCBU/CRA/Training/UCCX_8_0_IVR-ICM_Integration.pptx

* http://wwwin-eng.cisco.com/Eng/CCBU/ICM/Components/PG/PIMs/VRU/GED125.doc

* [[ CAD services visible in CLI 'utils service list' command ]]

* Many services in Deactivated state. Refer to [[ CAD services visible in CLI 'utils service list' command ]]

= Cisco Unified CCX Administration =
* [[Error in IE (Class doesn't support Automation) ]]
* [[User Authentication error during CUCM configuration ]]
* [[HTTP 403 or security protocols error ]]
* [[Add to cluster repeats in a loop ]]
* [[Object error during component activation ]]
* [[Components in deactivated state ]]
* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]

= Cisco Unified CCX Database =

== General ==

* [[Purge command do not purge data]]

* [[Unable to view HR reports in a system with locale different than English]]

== Replication ==

*[[Reset and Repair - what is the difference]]

= Cisco Unified CCX Editor =
*[[Script porting issues]]
*[[W1 upgrade issues]]
*[[Editor hanging issues]]
*[[Issues with installing on windows vista and windows 7]]

= Cisco Unified CCX Engine =
* [[Application subsystem is in partial service]]
* [[Changes to applications do not register]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[An error message plays when calling a CTI route point]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[ How to debug OutOfMemoryError ]]
* [[ How to analyze heap dumps ]]
* [[ How to debug the root cause for high CPU usage ]]

= Cisco Unified CCX ICD =

=== Required Tracing ===
* [[Log_Levels_for_issues_related_to_Routing_and_Queuing]]
=== RmCm is OOS OR in Partial Service ===
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem stuck in INITIALIZING state]]

=== RmCm Configurations issues ===
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[Some resource selection criteria are missing]]

=== Agent Issues ===

* [[Unable to login Unified CCX Agent ]]
* [[Agent cannot go Ready after logging in]]
* [[Agent does not go to Work state after handling a call]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent toggles between Reserved and Ready state]]
* [[Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's]]
* [[Agent stuck in Reserved state]]
* [[Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs]]
* [[Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ_CONSULT_CONTACT ]]
* [[Agent State transformations in Select Join and Join Across Line scenarios]]

=== Call Issues ===
* [[Calls are not routed to agents]]
* [[Calls are sometimes not delivered accordingly to Skill Competence when Resource Selection Criteria is Most Skilled]]
* [[Same call is presented to two agents]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]

=== Scripting Issue ===
* [[Call redirected from one RP to the other multiple times with Redirect Step]]

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

=== Call Flow Guides ===
* [[Guide to read MIVR logs for a simple ICD call]]

= Cisco Unified CCX Real-Time Reporting =
* [[RTR in SelectJoin, DirectTransfer, JoinAcrossLines, DirectTransferAcrossLines Scenarios]]

= Cisco Unified CCX Historical Reporting =
* [[Pre-Requisites]]
* [[Required Log levels]]
* [[Historical records not getting written to database]]
* [[Discrepancies of JAL Scenarios]]
* [[Differences among Various Cisco Unified CCX reports]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]

= Automatic Speech Recognition =
=== Tracing ===
* [[Turning on Unified CCX Automatic Speech Recognition Traces]]
===General ASR Issues===
* [[How To Bring MRCP ASR Provider To InService State]]
* [[Nuance 9.0 not working with Unified CCX]]
* [[How to integrate MRCP ASR-TTS with Unified CCX]]
* [[Assure ASR-TTS ports/resources are freed up after the application finishes]]
* [[UnsupportedGrammarException with Cisco Media i.e Default Dialog group]]
* [[Built in Grammar minlength and maxlength with Default or Cisco Media Group for DTMF inputs]]
* [[How to allow both DTMF and Speech Recognition together]]
* [[The Names are not recognized]]
* [[MRCP ASR Subsystem Status is out of service]]
* [[MRCP ASR Providers, MRCP Servers, or Groups Changes like additions, or deletions to do not take effect]]

= Outbound =
*Trace Levels
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*General Outbound Issues
**[[Outbound contacts not being dialed after failover]]
**[[Outbound calls fail with no callback number]]
**[[Outbound agent Stuck in Reserved state]]
**[[Outbound General Configuration data is changed]]
**[[Outbound Subsystem is Out Of Service]]
*Issues Related To Outbound Call Flow
**[[Outbound agents are ready for long time with available contacts]]
*CAD/CDA related issues
** [[Outbound Buttons are disabled on CAD]]
** [[CDA doesn't show checkbox for Outbound Dialer Mode]]

= Text-To-Speech =
=== Tracing ===
* [[Turning on Unified CCX Text To Speech traces]]
=== General TTS Issues ===
* [[Setting TTS Provider as Default TTS Provider]]
* [[Control prosody rate in PlayPrompt TTS block]]
* [[TTS Provider shows Last Status when Added Again]]
* [[MRCP TTS subsystem shows out of service status]]
* [[MRCP TTS Providers, MRCP Servers, locales, or genders changes like additions, or deletions to do not take effect]]

= Serviceability =
* Real-Time Monitoring Tool (RTMT)
** [[Troubleshooting RTMT Installation Errors]]
** [[Not able to install different RTMT clients on the same box]]
** [[Unable to Log in to Cisco Unified Real-Time Monitoring Tool]]
** [[Unable to Collect data for the second node from RTMT when the Primary Node is down]]
** [[Troubleshooting DiskSpace and Partition related alerts]]
** [[Collecting logs for troubleshooting RTMT Alerts]]
** [[Configuring RTMT Trace Settings]]
*SNMP
** [[Log Collection for SNMP Voice SubAgent issues]]
** [[Unable to receive Unified CCX SNMP Traps]]
** [[SNMP operations on the Voice MIB not fetching any output]]
** [[Troubleshooting Alarms/Alerts to be sent as SNMP Traps]]
* Log Profile 
** [[Debugging issues]]
** [[Known issues]]

= Serviceability (Analysis Manager) =
* [[I don't see the Analysis Manager Drawer or Menu items]]
* [[RTMT does not come up or behaves strangely]]
* [[I cannot log into RTMT]]
* [[My ‘Test Connectivity’ for Unified CCX node is failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[Where can I access RTMT and Analysis Manager logs]]

= Cisco Unified CCX Internationalization =

= VXML =
=== Tracing ===
* [[Turning on Unified CCX VXML traces]]
=== General VXML Issues ===
* [[How to use JavaScript greater than, less than and ampersand symbols in vxml var expr declaration]]
* [[Voice Browser Not able to fetch files with dynamic file extensions]]
* [[Not able to fetch grammar and prompt files through CRTP]]
* [[VXML tag not working properly with VoiceBrowser]]

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

* [[RCA for Engine failover]]
* [[Engine and CAD failover taking long time]]

= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]

= CDP =

= Cisco Unified CCX CLI =
* [[UCCX CLI log collection]]
* [[Analyzing UCCX CLI logs]]
* [[Cannot login to CLI]]
* [[Enabling root account from CLI]]
* [[Checking UCCX version using CLI]]
* [[Checking if the current node is a VOS publisher]]
* [[Checking configured UCCX license using CLI]]
* [[Checking & updating JTAPI Client using CLI]]
* [[Updating the UCM IP address in UCCX from CLI]]
* [[Checking trace level settings from UCCX CLI]]
* [[Setting trace level settings from UCCX CLI]]
* [[Running DB query from UCCX CLI]]

= Cisco Unified CCX Security =
* [[CSA]]
* [[IPTables (firewall)]]
* [[Engine]]

= Cisco Unified CCX IP Address/Hostname change =
* [[IP/Hostname change Log Collection]]
* [[Analyzing CCX IP/Hostname change log ]]
* [[Identify Cluster Issues after IP/Hostname change]]

= Cisco Unified CCX Wallboard Configuration =
* [[Troubleshooting and Log Collection]]

= Cisco Unified CCX CET =
* [[DB config objects not showing in CET]]
* [[CET tool exits with CetTool.bat not found error]]
* [[Enabling remote user account through CLI]]
* [[Troubleshooting and Log collection]]

= Cisco Unified CCX Licensing =
* [[Invalid License MAC address error at time of License Upload]]
* [[Need License MAC before system install to reduce time delay]]
* [[New Licenses required (License Rehosting)]]
* [[Using Demo licenses]]
* [[Warning: System running on grace period message on admin login]]
* [[Error: Grace period expired on admin login]]
* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Error: License expired error on admin login]]
* [[Troubleshooting and Log collection]]