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Unable to login Unified CCX Agent

2010-10-19T08:43:04Z

Sansahoo: Removing all content from page

Unified CCX agent is unable to log in

2010-10-19T08:42:44Z

Sansahoo: /* Unified CCX agent is unable to log in */

== Unified CCX agent is unable to log in ==
<BR>
{| border="1"
|-
! '''Problem Summary'''
| Unified CCX agent is unable to log in using CAD/CAD-BE.
|-
! '''Error Message'''
| Depending on the type of failure, various error pop ups can be seen on CAD.
|-
! '''Possible Cause'''
|
There can be many causes for agent log in failure. Some of the causes are: <BR>
'''1.''' The given ID of agent is wrong.<BR>
'''2.''' The IPCC extension given by agent is wrong.<BR>
'''3.''' Network connectivity issue between CAD and Unified CCX. <BR>
'''4.''' The password given by Agent is wrong.<BR>
'''5.''' Agent's Phone is not associated with RM JTAPI provider (RM Appuser) is CUCM.<BR>
'''6.''' Agent's Phone has more than 4 lines.<BR>
'''7.''' Agent's Phone has a shared line (IPCC extension) which is shared amongst more than one phone.<BR>
'''8.''' An extension on agent's phone is not unique. The same extension is configured on different partitions in CUCM.<BR>
'''9.''' Agent is using a phone which is using IPv6 addressing.<BR>

|-
! '''Recommended Action'''
|
'''Step 1.''' Check whether agentID and IPCC extension associated with that resource is showing up of '''Resources''' page of Appadmin (Appadmin > Subsystems > RmCm > Resources). If the agent does not exist then check whether that agent is deleted from CUCM or not.

'''Step 2.''' If the agent is shown on '''Resources''' page and still agent is unable to log in, then Open CDA and click on '''Setup > Synchronize Directory Services'''. Relaunch CAD and try to login agent again. If log in still doesn't work then try further steps

'''Step 3.''' Enable log facilities in following log levels <BR>
<pre>
1. SS_RM DEBUG
2. ICD_CTI DEBUG
3. Enable debug logging on CAD</pre> <BR>

'''Step 4.''' Try to login agent from CAD which will fail <BR>
<BR>
'''Step 5.''' Download MIVR logs from Unified CCX for the time frame when Agent tried to log in using the RTMT tool.<BR>
<BR>
'''Step 6.''' Try to find the login request coming from CAD to Unified CCX. For this Search for '''"SET_AGENT_STATE_REQ"''' in MIVR logs, which is coming from IP address where CAD is installed. In following example we can see that log in request for agent "an1" is coming from IP address "64.103.254.206".<BR>
<pre>
938197: Dec 01 11:41:52.484 IST %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket[addr=64.103.254.206,port=3067,localport=12028] Msg is {length=45 type=SET_AGENT_STATE_REQ,invokeId=2,agentState=LOGIN,eventReasonCode=0,forcedFlag=False,agentID=an1,agentDN=3001,agentPwd=***** }</pre>
<BR>
If you do not see log in request coming in logs, then check whether agent is using the agent ID in correct case and whether the specified IPCC extension is correct. If agentID and IPCC specified is correct then there might be some network issue. Collect CAD and MIVR logs and raise a case.
<BR><BR>
'''Step 7.''' Try to find the response which Unified CCX is sending for this log in request,For this Search for '''"CONTROL_FAILURE_CONF"''' in MIVR logs, which is being sent to the IP address from where the login request came. Note that the invokeId field of log in message and response message is same (in this case "2"). This tells that the message being sent is in response to log in request.<BR>
<pre>
938208: Dec 01 11:41:52.929 IST %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CONTROL_FAILURE_CONF,invokeId=2,failureCode=CF_INVALID_PASSWORD_SPECIFIED,errorCode=0, text=Unable to authenticate Resource. to socket: Socket[addr=64.103.254.206,port=3067,localport=12028] } </pre>
<BR><BR>
'''Step 8.''' Note the failureCode field. This specifies the cause of log in failure. Following is the list of common log in failure codes:
<BR>
* '''CF_INVALID_PASSWORD_SPECIFIED''' : Agent specified the wrong password.
<BR>
* '''CF_SPECIFIED_AGENT_ALREADY_SIGNED_ON''' : Agent is already logged on. CAD will give an option to force-login when it receives this error.
<BR>
* '''CF_SPECIFIED_EXTENSION_ALREADY_IN_USE''' : Some other agent is logged on the same IPCC extension. CAD will give an option to force-log in when it receives this error.
<BR>
* '''CRS_JTAPI_CCM_PROBLEM''' : Cannot log in due to problem in CUCM. Check whether agent's device is associated with RM JTAPI provider (Application user)in CUCM. If problem persists then please collect JTAPI client logs in all debug levels and raise a case.
<BR>
* '''CF_MAXIMUM_LINE_LIMIT_EXCEEDED''' : Agent phone has more than 4 lines. Reduce the number of lines on agent's phone from CUCM.
<BR>
* '''CF_SHARED_LINES_NOT_SUPPORTED''' : One or more lines associated with the agent's device is being shared by multiple phones. Each line on agent phone should be associated with only agent's device. Remove the line from other device. Error can also occur in [http://docwiki-dev.cisco.com/wiki/Unable_to_login_Unified_CCX_Agent_in_an_Extension_Mobility_setup Extension Mobility configurations].
<BR>
* '''CF_EXTENSION_NOT_UNIQUE''' : One or more lines associated with the agent's device is not unique and is configured on different partitions. Remove the line from other partitions.
<BR>
* '''CRS_AGENT_DEVICE_IPv6''' : Agent's device is using IPV6 addressing. These devices are not compatible with CAD. So use IPV4 addressing for agent's device.
<BR>
* '''CRS_LINE_RESTRICTED''' : Cannot log in due to problem in CUCM. Please collect JTAPI client logs in all debug levels and raise a case.
<BR>
* '''CRS_DEVICE_RESTRICTED''' : Cannot log in due to problem in CUCM. Please collect JTAPI client logs in all debug levels and raise a case.
<BR>
<BR>
'''Step 9.'''If the problem is still not solved then collect logs in following log levels and raise a support case.
<pre>
1. SS_RM DEBUG
2. ICD_CTI DEBUG
3. Enable debug logging on CAD
4. JTAPI client logs in all debug levels
</pre> <BR>
|-
! '''Release'''
| 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

<BR>
[[Category:Unified CCX, Release 8.0]]

Troubleshooting Tips for Unified CCX 8.0

2010-10-19T08:39:38Z

Sansahoo: /* Agent Issues */

'''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]]

= 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)]]

= 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 =
*<B>Trace Levels</B>
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*<B>General Outbound Issues</B>
**[[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]]
*<B>Issues Related To Outbound Call Flow</B>
**[[Outbound agents are ready for long time with available contacts]]
*<B>CAD/CDA related issues</B>
** [[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 =
*<B> Real-Time Monitoring Tool (RTMT)</B>
** [[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]]
*<B>SNMP</B>
** [[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]]
*<B> Log Profile </B>
** [[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]]

Unable to login Unified CCX Agent

2010-10-19T08:37:47Z

Sansahoo: /* Unified CCX agent is unable to log in */

== Unified CCX agent is unable to log in ==
<BR>
{| border="1"
|-
! '''Problem Summary'''
| Unified CCX agent is unable to log in using CAD/CAD-BE.
|-
! '''Error Message'''
| Depending on the type of failure, various error popups can be seen on CAD.
|-
! '''Possible Cause'''
|
There can be many causes for agent login failure. Some of the causes are: <BR>
'''1.''' The given ID of agent is wrong.<BR>
'''2.''' The IPCC extension given by agent is wrong.<BR>
'''3.''' Network connectivity issue between CAD and Unified CCX. <BR>
'''4.''' The password given by Agent is wrong.<BR>
'''5.''' Agent's Phone is not associated with RM JTAPI provider (RM Appuser) is CUCM.<BR>
'''6.''' Agent's Phone has more than 4 lines.<BR>
'''7.''' Agent's Phone has a shared line (IPCC extension) which is shared amongst more than one phone.<BR>
'''8.''' An extension on agent's phone is not unique. The same extension is configured on different partitions in CUCM.<BR>
'''9.''' Agent is using a phone which is using IPv6 addressing.<BR>

|-
! '''Recommended Action'''
|
'''Step 1.''' Check whether agentID and IPCC extension associated with that resource is showing up of '''Resources''' page of Appadmin (Appadmin > Subsystems > RmCm > Resources). If the agent does not exist then check whether that agent is deleted from CUCM or not.

'''Step 2.''' If the agent is shown on '''Resources''' page and still agent is unable to login, then Open CDA and click on '''Setup > Synchronize Directory Services'''. Relaunch CAD and try to login agent again. If login still doesn;t work then try further steps

'''Step 3.''' Enable log facilities in following log levels <BR>
<pre>
1. SS_RM DEBUG
2. ICD_CTI DEBUG
3. Enable debug logging on CAD</pre> <BR>

'''Step 4.''' Try to login agent from CAD which will fail <BR>
<BR>
'''Step 5.''' Download MIVR logs from Unified CCX for the timeframe when Agent tried to login using the RTMT tool.<BR>
<BR>
'''Step 6.''' Try to find the login request coming from CAD to Unified CCX. For this Search for '''"SET_AGENT_STATE_REQ"''' in MIVR logs, which is coming from IP address where CAD is installed. In following example we can see that login request for agent "an1" is coming from IP address "64.103.254.206".<BR>
<pre>
938197: Dec 01 11:41:52.484 IST %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket[addr=64.103.254.206,port=3067,localport=12028] Msg is {length=45 type=SET_AGENT_STATE_REQ,invokeId=2,agentState=LOGIN,eventReasonCode=0,forcedFlag=False,agentID=an1,agentDN=3001,agentPwd=***** }</pre>
<BR>
If you do not see login request coming in logs, then check whether agent is using the agent ID in correct case and whether the specified IPCC extension is correct. If agentID and IPCC specified is correct then there might be some network issue. Collect CAD and MIVR logs and raise a case.
<BR><BR>
'''Step 7.''' Try to find the response which Unified CCX is sending for this login request,For this Search for '''"CONTROL_FAILURE_CONF"''' in MIVR logs, which is being sent to the IP address from where the login request came. Note that the invokeId field of login message and response message is same (in this case "2"). This tells that the message being sent is in response to login request.<BR>
<pre>
938208: Dec 01 11:41:52.929 IST %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CONTROL_FAILURE_CONF,invokeId=2,failureCode=CF_INVALID_PASSWORD_SPECIFIED,errorCode=0, text=Unable to authenticate Resource. to socket: Socket[addr=64.103.254.206,port=3067,localport=12028] } </pre>
<BR><BR>
'''Step 8.''' Note the failureCode field. This specifies the cause of login failure. Following is the list of common login failure codes:
<BR>
* '''CF_INVALID_PASSWORD_SPECIFIED''' : Agent specified the wrong password.
<BR>
* '''CF_SPECIFIED_AGENT_ALREADY_SIGNED_ON''' : Agent is already logged on. CAD will give an option to force-login when it receives this error.
<BR>
* '''CF_SPECIFIED_EXTENSION_ALREADY_IN_USE''' : Someother agent is logged on the same IPCC extension. CAD will give an option to force-login when it receives this error.
<BR>
* '''CRS_JTAPI_CCM_PROBLEM''' : Cannot login due to problem in CUCM. Check whether agent's device is associated with RM JTAPI provider (Application user)in CUCM. If problem persists then please collect JTAPI client logs in all debug levels and raise a case.
<BR>
* '''CF_MAXIMUM_LINE_LIMIT_EXCEEDED''' : Agent phone has more than 4 lines. Reduce the number of lines on agent's phone from CUCM.
<BR>
* '''CF_SHARED_LINES_NOT_SUPPORTED''' : One or more lines associated with the agent's device is being shared by multiple phones. Each line on agent phone should be associated with only agent's device. Remove the line from other device. Error can also occur in [http://docwiki-dev.cisco.com/wiki/Unable_to_login_Unified_CCX_Agent_in_an_Extension_Mobility_setup Extension Mobility configurations].
<BR>
* '''CF_EXTENSION_NOT_UNIQUE''' : One or more lines associated with the agent's device is not unique and is configured on different partitions. Remove the line from other partitions.
<BR>
* '''CRS_AGENT_DEVICE_IPv6''' : Agent's device is using IPV6 addressing. These devices are not compatible with CAD. So use IPV4 addressing for agent's device.
<BR>
* '''CRS_LINE_RESTRICTED''' : Cannot login due to problem in CUCM. Please collect JTAPI client logs in all debug levels and raise a case.
<BR>
* '''CRS_DEVICE_RESTRICTED''' : Cannot login due to problem in CUCM. Please collect JTAPI client logs in all debug levels and raise a case.
<BR>
<BR>
'''Step 9.'''If the problem is still not solved then collect logs in following log levels and raise a support case.
<pre>
1. SS_RM DEBUG
2. ICD_CTI DEBUG
3. Enable debug logging on CAD
4. JTAPI client logs in all debug levels
</pre> <BR>
|-
! '''Release'''
| 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

<BR>
[[Category:Unified CCX, Release 8.0]]

Unable to Log in to Cisco Unified Real-Time Monitoring Tool

2010-10-14T10:40:45Z

Sansahoo: /* Unable to Login to Cisco Unified Real-Time Monitoring Tool */

== Unable to Login to Cisco Unified Real-Time Monitoring Tool ==
<BR>
<BR>
{| border="1"
|-
! '''Problem Summary'''
| Unable to Login to Cisco Unified Real-Time Monitoring Tool on the Unified CCX Server.
|-
! '''Error Message'''
| Access is denied. Please make sure username, password and IP Address are correct.
|-
! '''Possible Cause'''
| Username, password or IP Address of the server may be incorrect.
|-
! '''Recommended Action'''
| Make sure that the Credentials used for login to RTMT on the UCCX server are the Application Administration credentials that you give during the install and used for the first time login to Unified CCX Administration.

In case you happen to forget the Application Administration Credentials, either username or password, you can always use the CLI commands to reset the credentials. Use the following CLI commands:

- '''utils reset_application_ui_administrator_name''' : For resetting the Application Administration User Name
- '''utils reset_application_ui_administrator_password''' : For resetting the Application Administration Password

|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
| CSCtd13958
|-
|}
<BR>
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Troubleshooting Tips for Unified CCX 8.0

2010-06-23T11:53:26Z

Sansahoo:

'''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

"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 ===

* [[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 =
*<B>Trace Levels</B>
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*<B>General Outbound Issues</B>
**[[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]]
*<B>Issues Related To Outbound Call Flow</B>
**[[Outbound agents are ready for long time with available contacts]]
*<B>CAD/CDA related issues</B>
** [[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 =
*<B> Real-Time Monitoring Tool (RTMT)</B>
** [[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]]
*<B>SNMP</B>
** [[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]]
*<B> Log Profile </B>
** [[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]]

Enabling remote user account through CLI

2010-06-23T11:52:23Z

Sansahoo: Removing all content from page

CET tool exits with CetTool.bat not found error

2010-06-23T11:52:03Z

Sansahoo: Removing all content from page

DB config objects not showing in CET

2010-06-23T11:51:37Z

Sansahoo: Removing all content from page

Troubleshooting Tips for Unified CCX 7.0

2010-06-08T07:22:36Z

Sansahoo: /* Cisco Unified CCX */

'''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]]

Caller gets dropped when an attempt is made to recall a Cisco Unified CCX agent extension after the agent previously parked the call

2010-06-08T07:21:47Z

Sansahoo: Replacing page with '{{Template:Required Metadata}}'

Troubleshooting Unified Contact Center Express

2010-05-18T10:12:15Z

Sansahoo:

Select the required Cisco Unified Contact Center Express (Unified CCX) information:

{{note| For all other documents, go to [http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html Cisco Unified Contact Center Express] at Cisco.com
}}

:* '''View/Add tips for Unified CCX:'''
::* [[Troubleshooting Tips for Unified CCX 7.0]]
::* [[Troubleshooting Tips for Unified CCX 8.0]]

----

'''Custom Search:'''
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customSearchControl.draw('cse');
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----
[[Category:Unified Contact Center Express]]
[[Category:Troubleshooting]]

Troubleshooting Unified Contact Center Express

2010-05-18T10:11:54Z

Sansahoo:

Select the required Cisco Unified Contact Center Express (Unified CCX) information:

{{note| For all other documents, go to [http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html Cisco Unified Contact Center Express] at Cisco.com
}}

:* '''View/Add tips for Unified CCX:'''
::* [[Troubleshooting Tips for Unified CCX 7.0]]
::* [[Troubleshooting Tips for Unified CCX 8.0]]

----

'''Custom Search:'''
<html>
<div id="cse" style="width: 100%;">Loading</div>
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customSearchControl.draw('cse');
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----
[[Category:Unified Contact Center Express]]
[[Category:Troubleshooting]]

User:Sansahoo

2010-05-18T09:51:23Z

Sansahoo: New page: For more information, pls contact Santanu Sahoo (sansahoo@cisco.com)

For more information, pls contact Santanu Sahoo (sansahoo@cisco.com)

Troubleshooting Unified Contact Center Express

2010-05-13T15:28:42Z

Sansahoo:

Troubleshooting Unified Contact Center Express

2010-05-13T15:14:36Z

Sansahoo:

Select the required Cisco Unified Contact Center Express (Unified CCX) information:

{{note| For all other documents, go to [http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html Cisco Unified Contact Center Express] at Cisco.com
}}

:* '''View/Add tips for Unified CCX:'''
::* [[Troubleshooting Tips for Unified CCX 7.0]]
::* [[Troubleshooting Tips for Unified CCX 8.0]]

----

'''Custom Search:'''
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<div id="cse" style="width: 100%;">Loading</div>
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customSearchControl.draw('cse');
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</html>

----
[[Category:Unified Contact Center Express]]
[[Category:Troubleshooting]]

Troubleshooting Unified Contact Center Express

2010-05-13T13:57:15Z

Sansahoo:

Select the required Cisco Unified Contact Center Express (Unified CCX) information:

{{note| For all other documents, go to [http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html Cisco Unified Contact Center Express] at Cisco.com
}}

:* '''View/Add tips for Unified CCX:'''
::* [[Troubleshooting Tips for Unified CCX 7.0]]
::* [[Troubleshooting Tips for Unified CCX 8.0]]

----

'''Custom Search:'''
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----
[[Category:Unified Contact Center Express]]
[[Category:Troubleshooting]]

Troubleshooting Unified Contact Center Express

2010-05-13T13:53:21Z

Sansahoo:

Select the required Cisco Unified Contact Center Express (Unified CCX) information:

{{note| For all other documents, go to [http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html Cisco Unified Contact Center Express] at Cisco.com
}}

:* '''View/Add tips for Unified CCX:'''
::* [[Troubleshooting Tips for Unified CCX 7.0]]
::* [[Troubleshooting Tips for Unified CCX 8.0]]

----
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----
[[Category:Unified Contact Center Express]]
[[Category:Troubleshooting]]

Category:Unified CCX, Release 8.0

2010-04-29T05:07:27Z

Sansahoo:

{| border="1" class="wikitable"
!style="background-color:#FFE0C8;"| Introduction
|-
|This page lists all troubleshooting tips applicable to Unified CCX, Release 8.0(x).
|-
|If you encounter the following scenarios, feel free to add to our initial list:
* You find a new, valid tip and would like to share it with other Unified CCX users.
* You discover an easier solution/process/workaround to an existing issue.
|-
|If you want to '''ask a question''', '''post a comment''', or '''discuss an issue''' regarding a specific article:

::# Log in
::# Navigate to the article in question
::# Click the '''Discussion''' tab at the top of the page
::# Edit the Discussion page as described above under Editing
::# To start a different thread under a new subheading on the Discussion page, click the '''+''' tab at the top of the page instead of the Edit tab.

|-
!style="background-color:#FFE0C8;"| '''Navigation'''
|-
|'''Back:''' [[Troubleshooting Unified Contact Center Express]]

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

Troubleshooting Tips for Unified CCX 7.0

2010-04-23T07:08:04Z

Sansahoo: /* Installation */

'''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]]
* [[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]]

= 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?]]

= 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 7.0

2010-04-23T07:07:22Z

Sansahoo: /* Installation */

'''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]]
* [[One node on a ]]

= 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]]
* [[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]]

= 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?]]

= 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 7.0

2010-04-23T07:06:53Z

Sansahoo: /* Installation */

'''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]]
* [[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]]
* [[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]]

= 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?]]

= 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]]

Category:Unified CCX, Release 7.0

2010-04-21T13:22:36Z

Sansahoo:

{| border="1" class="wikitable"
!style="background-color:#FFE0C8;"| Introduction
|-
|This page lists all troubleshooting tips applicable to Unified CCX, Release 7.0(1). The initial list contains the tips listed in the [http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/troubleshooting/guide/uccx70srvtrbl.pdf Cisco Unified Contact Center Express Servicing and Troubleshooting Guide.]
|-
|If you encounter the following scenarios, feel free to add to our initial list:
* You find a new, valid tip and would like to share it with other Unified CCX users.
* You discover an easier solution/process/workaround to an existing issue.
|-
|If you want to '''ask a question''', '''post a comment''', or '''discuss an issue''' regarding a specific article:

::# Log in
::# Navigate to the article in question
::# Click the '''Discussion''' tab at the top of the page
::# Edit the Discussion page as described above under Editing
::# To start a different thread under a new subheading on the Discussion page, click the '''+''' tab at the top of the page instead of the Edit tab.

|-
!style="background-color:#FFE0C8;"| '''Navigation'''
|-
|'''Back:''' [[Troubleshooting Unified Contact Center Express]]

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

[[Category:Troubleshooting]]

Category:Unified Contact Center Express

2010-04-21T12:55:19Z

Sansahoo:

[[Category:Contact Center]]
[[Category:Cisco Products]]

Category:Unified Contact Center Express

2010-04-21T12:54:34Z

Sansahoo:

{{note| For Unified IP IVR releases, see [[Unified CCX Documentation Set, Release 7.0(1)]]}}

[[Category:Contact Center]]
[[Category:Cisco Products]]

Category:Unified Contact Center Express

2010-04-21T12:53:07Z

Sansahoo:

{{note| For Unified IP IVR releases, see [[Unified CCX Documentation Set, Release 7.0(1)]] and [[Unified CCX Documentation Set, Release 8.0(1)]]}}

[[Category:Contact Center]]
[[Category:Cisco Products]]

Category:Unified CCX, Release 8.0

2010-04-21T12:45:44Z

Sansahoo:

{| border="1" class="wikitable"
!style="background-color:#FFE0C8;"| Introduction
|-
|This page lists all troubleshooting tips applicable to Unified CCX, Release 8.0(1).
|-
|If you encounter the following scenarios, feel free to add to our initial list:
* You find a new, valid tip and would like to share it with other Unified CCX users.
* You discover an easier solution/process/workaround to an existing issue.
|-
|If you want to '''ask a question''', '''post a comment''', or '''discuss an issue''' regarding a specific article:

::# Log in
::# Navigate to the article in question
::# Click the '''Discussion''' tab at the top of the page
::# Edit the Discussion page as described above under Editing
::# To start a different thread under a new subheading on the Discussion page, click the '''+''' tab at the top of the page instead of the Edit tab.

|-
!style="background-color:#FFE0C8;"| '''Navigation'''
|-
|'''Back:''' [[Troubleshooting Unified Contact Center Express]]

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

[[Category:Troubleshooting]]

Troubleshooting Tips for Unified CCX 8.0

2010-04-20T09:54:38Z

Sansahoo:

'''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 ==

* [[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 =
*<B>Trace Levels</B>
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*<B>General Outbound Issues</B>
**[[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]]
*<B>Issues Related To Outbound Call Flow</B>
**[[Outbound agents are ready for long time with available contacts]]
*<B>CAD/CDA related issues</B>
** [[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 =
*<B> Real-Time Monitoring Tool (RTMT)</B>
** [[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]]
*<B>SNMP</B>
** [[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]]
*<B> Log Profile </B>
** [[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 Unified Contact Center Express

2010-04-19T18:06:58Z

Sansahoo:

Create Contact Center Troubleshooting Tips

2010-04-13T09:12:31Z

Sansahoo:

Welcome to Contact Center's Create Troubleshooting Tips Page!

To contribute to this collection, follow this procedure:

# Log into DocWikidev using your Cisco.com credentials.
# Enter the name of your new tip in the input box below and click '''Create Troubleshooting Tip'''. A new page opens.
# Change the ''<Tip Title>'' and the information for each field as required.
# Copy the required category (or categories) from the following list and add it to the bottom of your new page and click '''Save'''.
:* Unified ICM/CCE & Hosted
::* [[[[:Category:Unified ICM/CCE & Hosted, Release 7.5]]]]
:* CTI OS option
::* [[[[:Category:CTI OS, Release 7.5]]]]
:* Unified CVP
::* [[[[:Category:Unified CVP, Release 7.0(2)]]]]
:* Unified Expert Advisor (direct or option)
::* [[[[:Category:Unified Expert Advisor, Release 7.6(1)]]]]
:* Unified IS
::* [[[[:Category:Unified IS, Release 7.5]]]]
:* Unified CCX
::* [[[[:Category:Unified CCX, Release 7.0]]]]

::* [[[[:Category:Unified CCX, Release 8.0]]]]
:* Cisco Mobile Supervisor option
::* [[[[:Category:Cisco Mobile Supervisor, Release 1.0]]]]
:* Support tools
::* [[[[:Category:Cisco Support Tools, Release 2.x]]]]
:* EIM/WIM option
::* For Unified CCE: [[[[:Category:Unified EIM/WIM for Unified CCE, Release 4.2]]]]
::* For Unified CCX: [[[[:Category:Unified EIM/WIM for Unified CCX, Release 4.2]]]]

'''Tip 1:''' Send a message to [mailto:docwiki-contactcenter-moderator@cisco.com docwiki-contactcenter-moderator@cisco.com] if you need help with setting up a new Category. The categories in red font indicate that these pages are not available.

'''Tip 2:''' If your category and pages are set up accurately, your newly-created tip will automatically show up in the required product/release category.

'''Tip 3:''' See the [[Guidelines to Create Contact Center Tips]] page for a list of mandatory requirements to make this community page effective for all.

<inputbox>
type=create
bgcolor=#FFE0C8
width=100
preload=Template:CCBU Troubleshooting Tip/Preload
buttonlabel=Create Contact Center Troubleshooting Tip
</inputbox>

{{note|'''If you enter the name of a tip that already exists, the existing page with that title will appear in the edit window.'''}}

Create Contact Center Troubleshooting Tips

2010-04-13T09:11:31Z

Sansahoo:

Welcome to Contact Center's Create Troubleshooting Tips Page!

To contribute to this collection, follow this procedure:

# Log into DocWikidev using your Cisco.com credentials.
# Enter the name of your new tip in the input box below and click '''Create Troubleshooting Tip'''. A new page opens.
# Change the ''<Tip Title>'' and the information for each field as required.
# Copy the required category (or categories) from the following list and add it to the bottom of your new page and click '''Save'''.
:* Unified ICM/CCE & Hosted
::* [[[[:Category:Unified ICM/CCE & Hosted, Release 7.5]]]]
:* CTI OS option
::* [[[[:Category:CTI OS, Release 7.5]]]]
:* Unified CVP
::* [[[[:Category:Unified CVP, Release 7.0(2)]]]]
:* Unified Expert Advisor (direct or option)
::* [[[[:Category:Unified Expert Advisor, Release 7.6(1)]]]]
:* Unified IS
::* [[[[:Category:Unified IS, Release 7.5]]]]
:* Unified CCX
::* [[[[:Category:Unified CCX, Release 7.0]]]]
:* Unified IP IVR option
::* [[[[:Category:Unified CCX, Release 8.0]]]]
:* Cisco Mobile Supervisor option
::* [[[[:Category:Cisco Mobile Supervisor, Release 1.0]]]]
:* Support tools
::* [[[[:Category:Cisco Support Tools, Release 2.x]]]]
:* EIM/WIM option
::* For Unified CCE: [[[[:Category:Unified EIM/WIM for Unified CCE, Release 4.2]]]]
::* For Unified CCX: [[[[:Category:Unified EIM/WIM for Unified CCX, Release 4.2]]]]

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'''Tip 2:''' If your category and pages are set up accurately, your newly-created tip will automatically show up in the required product/release category.

'''Tip 3:''' See the [[Guidelines to Create Contact Center Tips]] page for a list of mandatory requirements to make this community page effective for all.

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What versions of IP IVR are supported for UCCE 8.0

2010-04-12T11:33:08Z

Sansahoo: /* Campatible versions of IP IVR with UCCE 8.0 */

== Campatible versions of IP IVR with UCCE 8.0 ==
* IP IVR 8.0 supports only CUCM 8.0 And is qualified and supported by CCE 8.0

* IP IVR 7.0 and 6.0 does not support CUCM 8.0 and hence does not suppport CCE 8.0

* IVR 6.0 does not support CUCM 7.1 as IVR 6.0 supports only Windows based CUCM version 4.3. And IVR 8.0 supports CUCM 7.1(3) or higher.

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

2010-04-12T11:31:26Z

Sansahoo: /* Calls are aborted due to number of sessions configured on the application reaching the maximum limit */

== Calls are aborted due to number of sessions configured on the application reaching the maximum limit ==

{| border="1"
|-
! '''Problem Summary'''
| Calls are aborted due to number of sessions configured on the application reaching the maximum limit.
|-
! '''Error Message'''
| Calls are aborted due to ApplicationMaxSessionsException.
|-

! '''Possible Cause'''
| Check if there are following exceptions in the MIVR logs :

922377: Jun 26 15:42:34.593 GMT+800 %MIVR-SS_TEL-7-UNK:Call.aborted
(com.cisco.app.ApplicationMaxSessionsException: max of 67 reached for application 'InComing Call') JTAPICallContact[id=8610,implId=15319139/3,inbound=true,
Appname=InComing Call,task=337000031606,session=343000008145,seqnum=0,cn=88008,dn=88008,cgn=013376039680,ani=null,
dnis=null,clid=null,atype=REDIRECT,lrd=75100,ocn=75100,route=RP[num=88008],TP=82034]

This can be the case when
1) a call is over but the application continue processing (like for DB cleanup or other similar tasks).
2) Basically, based on how customer built their application, they need to account for the fact that
it might run longer after the call is over at which point the ports and media channels are released
and can be re-used by the system. In this case, they are but when it comes to triggering the application,
there is no more sessions available for it since the other one is still running.

|-

! '''Recommended Action'''
|

1) It could be that there are some stuck sessions in the system, due to which sessions are
not getting released for the new calls. To confirm this, check the application tasks in RTR reports
to see if there are any sessions stuck for a long duration.

Also, there could be following deadlock exceptions in the logs, due to a deadlock situation
while executing step :StepHost which is called while executing some custom Java Method in the IVR script.

190026: ÁùÔÂ 30 12:41:48.958 GMT+800 %MIVR-MGR_MGR-0-THREADS_DUMP:Java Virtual Machine Threads Dump: Message=null,Exception=com.cisco.lang.DeadlockError: potential deadlock detected

In the above case, the script is stuck inside customer-defined code which is not returning the control back to UCCX. As such, the task will hang there and the application session and the task instance will never be released.

The customer should investigate their code to figure out why they are blocking.

Correct the script and try out the calls.

2) If the number of sessions are not sufficient to handle the incoming calls, then the new calls will get
abandoned. Try increasing the number of sessions and see if this resolves the issue.
|-

! '''Release'''
| Release 4.5.2
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 8.0]]

Calls to IVR are failing and ICM subsystem is OUT OF SERVICE

2010-04-12T10:06:30Z

Sansahoo: /* Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE */

== Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE ==

{| border="1"
|-
! '''Problem Summary'''
| Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE.
|-
! '''Error Message'''
| Calls to IVR are failing.
|-
! '''Possible Cause'''
| Check if there are any exceptions/errors related to scripts in the logs. Verify that the prompt paths used in the scripts are valid. In an upgrade set up, it could be that the scripts are still using the old windows path which will not work in UCCX 8.0 environment.
Erroneous scripts can result in call failure and ICM subsystem may not come up at all if the prompt path is incorrect.
|-
! '''Recommended Action'''
| Correct the VRU script and restart IPIVR Engine. Verify that ICM subsystem is in ACTIVE state in IPIVR.
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 8.0]]

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

2010-04-12T10:04:56Z

Sansahoo: /* ICM subsystem is in OUT_OF_SERVICE state in IVR */

== ICM subsystem is in OUT_OF_SERVICE state in IVR ==

{| border="1"
|-
! '''Problem Summary'''
| ICM subsystem is in OUT_OF_SERVICE state in IVR.
|-
! '''Error Message'''
| IVR calls are failing.
|-
! '''Possible Cause'''
|ICM PG connects to IVR at port 5000 ( default VRU port). VRU port is configured in appadmin and is stored in ICMSubsystemConfig DB object.
This port is opened by ICM subsystem during its initialization, as part of engine start up.
Any changes to this port would require a restart of ICM sub system ( or Engine restart) for it to start listening on this new port.

The issue here may be that IVR can not connect to the VRU PIM on the Peripheral Gateway. Please check if the VRU connection port on IVR and PG are both configured to the same port. The default VRU connection port is 5000 which is opened for PG connection. IVR can also use a different port provided the same is configured on the PG as well.
|-
! '''Recommended Action'''
| Change the VRU port to use the same port as that of PG and restart IPIVR Engine. Verify that ICM subsystem is in ACTIVE state in IPIVR.
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 8.0]]

Calls are failing in IVR and user hears busy tone for these calls

2010-04-12T10:02:35Z

Sansahoo: /* Calls are failing in IVR and user hears busy tone for these calls */

== Calls are failing in IVR and user hears busy tone for these calls ==

{| border="1"
|-
! '''Problem Summary'''
| Calls are failing in IVR and user hears busy tone for these calls.
|-
! '''Error Message'''
| Calls to IVR are failing.
|-
! '''Possible Cause'''
| Check if there are following exceptions in the MIVR logs :

MIVR-SS_ICM-3-UNDEFINED_VRU_SCRIPT:Undefined VRU script referenced by the specified call
%MIVR-LIB_ICM-7-EXCEPTION:com.cisco.ged125.InvalidScriptException

In case of the above exceptions –

Check if the VRU script name field configured in ICM settings matches the VRU script name defined in IVR.
|-
! '''Recommended Action'''
| Correct the ICM configuration to make it point to the correct VRU script and try out the call.
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 8.0]]

IVR sends wrong values to ICM for the call variables

2010-04-12T09:57:16Z

Sansahoo: /* IVR sends wrong values to ICM for the call variables */

== ICM Calls are failing because IVR sends wrong values to ICM for the call variables ==

{| border="1"
|-
! '''Problem Summary'''
| ICM Calls are failing because IVR sends wrong values to ICM for the call variables. Or it could be any of the following issues -

1) ECC variables not passed back to IVR
2) After agent xfer back to same IVR script, no CED sent in result.
|-
! '''Error Message'''
| ICM calls are failing.
|-
! '''Possible Cause'''
| This is particularly seen in scenarios when IVR transfers a call to an agent and the agent transfers this call back to IVR.
This results in wrong context being set in IVR, due to which it sends stale values for the call variables to ICM.
Check the defect notes of CSCte04762 for more details.

Look for the following RUN_SCRIPT_RESULT message in the MIVR logs, which has the values for call variables sent back to ICM -

793548: Mar 03 12:04:37.044 CET %MIVR-LIB_ICM-7-SENDING_MSG:Sending an ICM message: ICM Message=RUN_SCRIPT_RESULT[length=-1,dialogueId=746,sendSeqNo=2,invokedId=1,resultCode=true,ced=4,callVariable1=,callVariable2=,callVariable3=,
callVariable4=,callVariable5=,callVariable6=,callVariable7=,callVariable8=,callVariable9=,callVariable10=,ecc=[id=30,value=0],ecc=[id=27,value=1010],ecc=[id=19,value=OpenTime1],ecc=[id=35,value=6],ecc=[id=17,value=454000],ecc=[id=28,value=DK_Holiday],ecc=[id=39,value=da_DK],
ecc=[id=41,value=454516],ecc=[id=23,value=0],ecc=[id=4,value=454516],ecc=[id=45,value=0],ecc=[id=21,value=454516]]

|-
! '''Recommended Action'''
| There are 3 known defects related to this issue, all of these are fixed in 7.0. Apply ES for the defects related to this issue.
|-
! '''Release'''
| 7.0 .
|-
! '''Associated CDETS #'''
| CSCte04762, CSCsu72575, CSCsv96997.
|-
|}

[[Category:Unified CCX, Release 8.0]]

Call transfer fails if the agent transfers the call from one IVR to a different IVR

2010-04-12T09:55:29Z

Sansahoo: /* Call transfer fails if the agent transfers the call from one IVR to a different IVR */

== Call transfer fails if the agent transfers the call from one IVR to a different IVR ==

{| border="1"
|-
! '''Problem Summary'''
| Call transfer fails if the agent transfers the call from one IVR to a different IVR under following scenarios -

Case 1:

Call hits IVR A

Transferred to the operator

operator sends call back to the route point

Call hits IVR B, and fails

Case 2:

Call come directly to the operator

Transferred to IVR - Hits EITHER IVR A or IVR B, and call fails.

|-
! '''Error Message'''
| ICM calls are failing.
|-
! '''Possible Cause'''
|IVR cannot get the terminal connection for the final call after the transfer is completed, particularly for a CiscoCallChangedEvent.
To confirm this issue, look for the following exceptions in the MIVR logs -

IVR-A_Cisco001MIVR164.log 372 1002034: Mar 12 15:27:11.380 CET %MIVR-SS_TEL-7-UNK:CallID:761 MediaId:915194/6 Task:43000002946, got CiscoCallChangedEvent, Surviving call : (P1-IVRA_Jtapi_1) GCID=(6,915191)->IDLE, original call: (P1-IVRA_Jtapi_1) GCID=(6,915194)->ACTIVE

1002047: Mar 12 15:27:11.380 CET %MIVR-SS_TEL-3-NO_TERMINAL_CONNECTION:Unable to get TerminalConnection object: All Call ids=CallID:761 MediaId:915191/6 Task:43000002946,List of Active Connections=,The type of call event=CALL_CHANGED

|-
! '''Recommended Action'''
| There is a known defect related to this issue - CSCtf69594.
|-
! '''Release'''
| 7.0 .
|-
! '''Associated CDETS #'''
| CSCtf69594.
|-
|}

[[Category:Unified CCX, Release 8.0]]

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

2010-04-12T09:51:00Z

Sansahoo: /* IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery */

== IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery ==

{| border="1"
|-
! '''Problem Summary'''
| IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery.

|-
! '''Error Message'''
|25778012: Nov 19 10:30:15.666 IST %MIVR-SS_TEL-5-EXCEPTION:com.cisco.lang.InterruptedException:
No idle channels available in group 'Cisco CTI Port Group #0'; nested exception is:

25778013: Nov 19 10:30:15.666 IST %MIVR-SS_TEL-5-EXCEPTION: com.cisco.lang.sync.
AttemptInterruptedException: interrupted while allocating from [(('Cisco Media Channel Group #0' &
'IVR Ports')) & 'Cisco CTI Port Group #0']; nested exception is:

25778014: Nov 19 10:30:15.666 IST %MIVR-SS_TEL-5-EXCEPTION:
com.cisco.lang.sync.AttemptTimeoutException: timed out allocating from
[(('Cisco Media Channel Group #0' & 'IVR Ports')) & 'Cisco CTI Port Group #0'];

|-
! '''Possible Cause'''
| Calls fail because there are no idle channels available for the new calls. However, the existing channels should get cleared after the drop in call volume.
Check if there are enough number of channels created for Cisco Media in the
Cisco Media Termination page of IVR appadmin(Subsystems-->Cisco Media.

If the above is verified, then the issue could be due to the CUCM 6.1.3 defect (CSCtb77537)
in which Jtapi client disconnect event will not be sent to IVR to disconnect the port and
can be fixed by installing 6.1.4.2225-1 patch.

|-
! '''Recommended Action'''
| Apply fix for CUCM 6.1.3 defect - CSCtb77537 (install 6.1.4.2225-1 patch)
|-
! '''Release'''
| 5.0 .
|-
! '''Associated CDETS #'''
|CUCM defect - CSCtb77537
|-
|}

[[Category:Unified CCX, Release 8.0]]

Call reserves an agent although caller hanged in IPIVR

2010-04-12T09:48:28Z

Sansahoo: /* Call reserves an agent although caller hanged in IPIVR */

== Call reserves an agent although caller hanged in IPIVR ==

{| border="1"
|-
! '''Problem Summary'''
| Call reserves an agent although caller hanged in IPIVR.
Call flow:
PSTN ->VoiceGW -> CCM -> ICM -> IVR -> Agent

|-
! '''Error Message'''
| Agent remains in reserved state even after the call gets abandoned in IPIVR.
|-
! '''Possible Cause'''
| When the agent becomes available then the Router select the agent and sends a precall to
the EAPIM if there is any call queued at the IVR.
And it simultaneously request the IVR through VRU PIM to deliver the call to the agent for
which the Pre Call has been initiated.

After making the agent to reserved it waits for the Call to be delivered but the Call
never arrives. While making the agent to available it had started a timer for 30 sec.
So the PIM waits for 30 seconds to receive the call.
This timer is defined is Hardcoded in the EAPIM code.
Check if the symptoms of this issue are same as the one for CSCsx32375 .

|-
! '''Recommended Action'''
| Apply fix for ICM defect - CSCsx32375
|-
! '''Release'''
| 7.0 .
|-
! '''Associated CDETS #'''
|ICM defect - CSCsx32375
|-
|}

[[Category:Unified CCX, Release 8.0]]

Unable to Collect data for the second node from RTMT when the Primary Node is down

2010-01-08T12:08:20Z

Sansahoo: New page: == Unable to Collect data for the second node from RTMT when the Primary Node is down == <BR> <BR> {| border="1" |- ! '''Problem Summary''' | Not able to Collect data for the second node f...

== Unable to Collect data for the second node from RTMT when the Primary Node is down ==
<BR>
<BR>
{| border="1"
|-
! '''Problem Summary'''
| Not able to Collect data for the second node from the RTMT when the Primary Unified CCX Server is down.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| The secondary server is not configured as the failover collector in Cisco Unified CCX Serviceability.
|-
! '''Recommended Action'''
| For configuring the failover Collector,
* login to Cisco Unified CCX Serviceability, and go to Tools -> Service Parameters
* Select the Primary Node and then “Cisco AMC Service”
* Select the Failover Collector as the Second Node in the cluster.
* Save the settings.

If the issue is still seen,
* Set the Trace Settings for the RTMT to debug from Edit -> Trace Settings.
* Try to access the data for the Secondary Node.
* Collect the RTMT Client logs located at C:\Documents and Settings\<userid>\.jrtmt\log.
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
| None
|-
|}
<BR>
[[Category:Unified CCX, Release 8.0]]

Unable to Log in to Cisco Unified Real-Time Monitoring Tool

2010-01-08T12:07:08Z

Sansahoo: New page: == Unable to Login to Cisco Unified Real-Time Monitoring Tool == <BR> <BR> {| border="1" |- ! '''Problem Summary''' | Unable to Login to Cisco Unified Real-Time Monitoring Tool on the Unif...

Database Subsystem fails to connect to MS SQL server

2009-12-11T17:45:42Z

Sansahoo: /* Database Subsystem fails to connect to MS SQL server */

== Database Subsystem fails to connect to MS SQL server ==

{| border="1"
|-
! '''Problem Summary'''
| Database subsystem fails to connect to MS SQL Server with an error message as "Access denied or Server not available"
|-
! '''Problem description'''
| For the external database - SQL Server 2005, if there are OS updates applied on the UCCX server, the ODBC connections created to this external database from Unified CCX fails with an error message as "Access denied or Server not available" (SQL error of 1326) rendering the Database subsystem (EDBS) to run in partial service
|-
! '''Possible Cause'''
| Invalid configuration in SQL Server Client Network Utility
|-
! '''Recommended Action'''
| '''Approach 1'''
a) In Unified CCX SQL Server 2000/2005 - Start the Client Network Utility.
b) On the General tab, add TCP/IP in the list under Enabled protocols by order. (ensure that it is listed as the first item )
c) Click the Alias tab, and then click Add. Under Network libraries, select TCP/IP.
d) In the Server name text box, type the IP address of the server that is running SQL Server 2000/2005.
Note:
If port other that 1433 is being used Click the check box to clear the Dynamically
determine port option, and then type the port number of the instance of SQL Server 2000/2005 in
the Port number text box.
----
'''Approach 2'''

Run the command *cliconfg.exe* it will launch SQL Server Client Network Utility. Click on Aliases tab, if there is an alias with IP address modify it to use host name and ensure it is using TCP/IP. If you see authentication issues in the SQL Agent log, instead of connecting using TCP/IP, try using Named Pipes. Go to General tab, add Named pipes and move it up the order and modify the alias to use Named Pipes.
For additional information on this issue, refer: http://support.microsoft.com/kb/328306
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| CSCtd19548
|-
|}

[[Category:Unified CCX, Release 7.0]]

Troubleshooting Tips for Unified CCX 7.0

2009-12-11T17:45:00Z

Sansahoo: /* Cisco Unified CCX Engine */

'''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]]

= 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]]

= 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]]
* [[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]]

= 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]]

= 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]]

One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair

2009-10-22T06:37:17Z

Sansahoo: /* One node on a Cisco Unified CCX two-node cluster crashes beyond repair */

== One node on a Cisco Unified CCX two-node cluster crashes beyond repair ==

{| border="1"
|-
! '''Problem Summary'''
| You have a Cisco Unified CCX two-node cluster and one node crashes beyond repair.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| The cause is unknown.
|-
! '''Recommended Action'''
|
:# If necessary, switch the DB publisher from the crashed node to the working node.
:# Remove the crashed node from the cluster by executing the Remove option in Control Center Server Configuration page in the Cisco Unified CCX Application Administration web interface on the non-crashed node.
:# For instructions, see "Removing a Server" in the Cisco Unified Contact Center Express Administration Guide.
:# Re-image the crashed node.
:# Re-install Cisco Unified CCX on the crashed node, and execute the Add To Cluster selection as part of the Cisco Unified CCX Administration configuration.
For information on installation instructions, see the Cisco Unified Contact Center Express Installation Guide: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html

{{note|Disable all virus scanning (McAfee, Norton, Symantec etc.), and the Cisco Security Agent during your installation and upgrade procedures.}}
|-
! '''Release'''
| Releases 7.0(1) and 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

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

CAD or CSD window shows partial service for recording and statistics

2009-10-12T07:17:38Z

Sansahoo: New page: == CAD or CSD window shows partial service for recording and statistics == {| border="1" |- ! '''Problem Summary''' | In the rascal log files, you will see repeated attempts to connect to...

== CAD or CSD window shows partial service for recording and statistics ==

{| border="1"
|-
! '''Problem Summary'''
| In the rascal log files, you will see repeated attempts to connect to the database, with an indication that the connection failed.
|-
! '''Error Message'''
| 15:27:26 06/15/2009 MAJOR FCVRS218 FCRasDB::connectToDBServer... Unable to establish a connection to the FCRasSvr database, error failed to connect to ODBC client.
|-
! '''Possible Cause'''
| KB957097 that is installed in OS SR17
This problem occurs because of the way that NT LAN Manager (NTLM) treats different naming conventions as remote entities instead of as local entities. A local authentication failure might occur when the client calculates and caches the correct response to the NTLM challenge that is sent by the server in local "lsass" memory before the response is sent back to the server. When the server code for NTLM finds the received response in the local "lsass" cache, the code does not honor the authentication request and treats it as a replay attack. This behavior leads to a local authentication failure.
|-
! '''Recommended Action'''
|
*Edit the hosts file on the CRS computer(s) (..Windows\system32\drivers\etc)
*Add a line for the computer to resolve it's own Name/IP
*<my CRS computer name my CRS computer IP>
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| CSCta73709
|-
|}

[[Category:Unified CCX, Release 7.0]]

Java security manager delays socket creation resulting in AXL TIMEOUT

2009-09-08T13:24:00Z

Sansahoo: /* Java security manager delays socket creation resulting in AXL TIMEOUT */

== Java security manager delays socket creation resulting in AXL TIMEOUT ==

{| border="1"
|-
! '''Problem Summary'''
| Java security manager delays socket creation, resulting in AXL TIMEOUT. Due to this, no agent can log in to Unified CCX.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| The system has been configured with Public DNS server.
|-
! '''Recommended Action'''
|
During installation, it is mandatory that you configure the reverse DNS lookup on the Unified CCX server.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

Scheduler fails to start after HRC installation

2009-09-08T12:15:15Z

Sansahoo: /* Scheduler fails to start after HRC installation */

== Scheduler fails to start after HRC installation ==

{| border="1"
|-
! '''Problem Summary'''
| During generation of an Agent Detail Report or an Abandoned Call Detail Activity Report, an error message might appear indicating that the connection with the database has been broken.
|-
! '''Error Message'''
| The process Scheduler/ReportScheduler.exe failed to start. The exe file 'ReportScheduler.exe' is not present on '.\Program Files\Cisco UCCX Historical Reports\Scheduler' folder.
|-
! '''Possible Cause'''
| During HRC installation, installer failed to install 'ReportScheduler.exe'.
|-
! '''Recommended Action'''
|
#Uninstall HRC
#Click '''Start > Run''' and type ''%TEMP%'' and click '''OK'''. This will open Windows Explorer at the Windows Temp Folder location.
#Select all files through '''CTRL+A''' and delete them.
#If you find a few files are locked, deselect them and continue with deleting the remaining files.
#Once you complete deleting them (leaving the locked files), start the HRC installer and continue with the installation.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

Call fails if agent doesn’t pick the call in the first two rings

2009-09-03T05:34:50Z

Sansahoo: //* Call fails if agent doesn’t pick the call in the first two rings *//

== Call fails if agent doesn’t pick the call in the first two rings ==

{| border="1"
|-
! '''Problem Summary'''
| Call fails if the agent doesn’t pick the call in the first one or two rings.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| Consult transfer fails because of CTIERR_TIMEOUT=0x8ccc0001.
|-
! '''Recommended Action'''
|
Configure the MOH for CTI port as Unicast instead of Multicast.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]

Pressing hash character truncates the prompt and the prompts that follow are not played

2009-08-03T09:03:05Z

Sansahoo: /* Pressing hash character truncates the prompt and the prompts that follow are not played */

== Pressing hash character truncates the prompt and the prompts that follow are not played ==

{| border="1"
|-
! '''Problem Summary'''
| When Cisco Unified CCX is integrated with Cisco Unified CME, pressing '#' (hash character) truncates the prompt and the prompts that follow are not played. The sequence of steps that occur is as follows:
# Caller calls into ICD and the call is routed to an agent.
# The agent presses transfer, dials the ICD route point and then presses # (if '#' is the digit terminating key on Cisco Unified CME setup).
# The agent should hear the ICD prompt but either the prompt is played partially or he hears silence.
# If the agent commits the transfer, caller will hear no further prompts..
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| Unknown.
|-
! '''Recommended Action'''
|
To resolve this issue, in the Play Prompt step, set 'Flush Input Buffer' to 'yes' for all prompts.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]

Troubleshooting Tips for Unified CCX 7.0

2009-08-03T09:01:00Z

Sansahoo: /* Cisco Unified Communications Manager Express */

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

'''Back:''' [[Unified CCX Documentation Set, Release 7.0(1)]]

'''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]]

= 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]]

= 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]]
* [[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]]

= 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]]

= 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]]

= 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]]