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Troubleshooting and Log Collection

2011-06-01T08:56:00Z

Shailesi:

== Troubleshooting and Log Collection==

{| border="1"
|-
! '''Problem Summary'''
| Troubleshooting and Log Collection
|-
! '''Error Message'''
| N/A
|-
! '''Possible Cause'''
| N/A
|-
! '''Recommended Action'''
|

1. Open DSN created in WB server for UCCX and verify that DB connectivity is working fine by clicking "Apply and Test Connection" button.

2. If data displayed on WB display is not comming from Master DB server.
a) First check which server in cluster has the DB mastership by using following URL from any of the WB server.
"http://<UCCX server IP Address>/uccx/isDBMaster ". This URL will tell whether requested UCCX server has DB mastership or not.
b) In the registry of WB server, check value of "SERVER" field in DSN created for UCCX under "HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBC.INI". It should be pointing to the UCCX server which has DB mastership.

3. Various responses of REST API requested using " http://<UCCX server IP Address>/uccx/isDBMaster " URL
a) XML response (following is the sample)
<?xml version="1.0" encoding="UTF-8" ?>
<node>
<version>1.0</version>
<isMaster>true</isMaster>
</node>

<isMaster>true</isMaster> means requested UCCX server has DB mastership.

b) Request can not be processed as it has not been made from wallboard System
This response means, the server from where web service has been requested is not configured in Tools -> Real Time Snapshot Config page from the Unified CCX Administration menu bar.

c) Request can not be processed as DB master node is not reachable
This response means that requested server is down or not reachable.

4. REST API, Log collection and analysis.
Log file Location: /uccx/log/MADM
String to search: Wallboard REST API:

|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

Troubleshooting and Log Collection

2011-06-01T08:54:23Z

Shailesi:

== Troubleshooting and Log Collection==

{| border="1"
|-
! '''Problem Summary'''
| Troubleshooting and Log Collection
|-
! '''Error Message'''
| N/A
|-
! '''Possible Cause'''
| N/A
|-
! '''Recommended Action'''
|

1. Open DSN created in WB server for UCCX and verify that DB connectivity is working fine by clicking "Apply and Test Connection" button.

2. If data displayed on WB display is not comming from Master DB server.
a) First check which server in cluster has the DB mastership by using following URL from any of the WB server.
"http://<UCCX server IP Address>/uccx/isDBMaster ". This URL will tell whether requested UCCX server has DB mastership or not.
b) In the registry of WB server, check value of "SERVER" field in DSN created for UCCX under "HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBC.INI". It should be pointing to the UCCX server which has DB mastership.

3. Various responses of REST API requested using " http://<UCCX server IP Address>/uccx/isDBMaster " URL
a) XML response (following is the sample)
<?xml version="1.0" encoding="UTF-8" ?>
<node>
<version>1.0</version>
<isMaster>true</isMaster>
</node>

<isDBMaster>true</isDBMaster> means requested UCCX server has DB mastership.

b) Request can not be processed as it has not been made from wallboard System
This response means, the server from where web service has been requested is not configured in Tools -> Real Time Snapshot Config page from the Unified CCX Administration menu bar.

c) Request can not be processed as DB master node is not reachable
This response means that requested server is down or not reachable.

4. REST API, Log collection and analysis.
Log file Location: /uccx/log/MADM
String to search: Wallboard REST API:

|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

IP Hostname change Log Collection

2010-04-13T06:54:52Z

Shailesi: New page: == IP and Hostname change Log Collection== {| border="1" |- ! '''Problem Summary''' | IP and Hostname change Log Collection |- ! '''Error Message''' | N/A |- ! '''Possible Cause''' | N/A ...

== IP and Hostname change Log Collection==

{| border="1"
|-
! '''Problem Summary'''
| IP and Hostname change Log Collection
|-
! '''Error Message'''
| N/A
|-
! '''Possible Cause'''
| N/A
|-
! '''Recommended Action'''
|

Following logs can be collected using RTMT (Real Time Monitoring Tool)under "Cisco Unified IP Hostname change" service.

syslog/uccx_IP_HostName_change.sh.log

syslog/uccx_db_ip_hostname_change.log

uccx/log/IPHOST/*.log

|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

IP and Hostname change Log Collection

2010-04-13T06:54:35Z

Shailesi: /* IP and Hostname change Log Collection */

IP and Hostname change Log Collection

2010-04-13T06:54:11Z

== IP and Hostname change Log Collection==

{| border="1"
|-
! '''Problem Summary'''
| IP and Hostname change Log Collection
|-
! '''Error Message'''
| N/A
|-
! '''Possible Cause'''
| N/A
|-
! '''Recommended Action'''
|

Following logs can be collected using RTMT (Real Time Monitoring Tool)under "Cisco Unified IP Hostname change" service.

syslog/uccx_IP_HostName_change.sh.log
syslog/uccx_db_ip_hostname_change.log
uccx/log/IPHOST/*.log

|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

Troubleshooting and Log Collection

2010-04-13T06:49:14Z

Shailesi: New page: == Troubleshooting and Log Collection== {| border="1" |- ! '''Problem Summary''' | Troubleshooting and Log Collection |- ! '''Error Message''' | N/A |- ! '''Possible Cause''' | N/A |- ! ...

== Troubleshooting and Log Collection==

{| border="1"
|-
! '''Problem Summary'''
| Troubleshooting and Log Collection
|-
! '''Error Message'''
| N/A
|-
! '''Possible Cause'''
| N/A
|-
! '''Recommended Action'''
|

1. Open DSN created in WB server for UCCX and verify that DB connectivity is working fine by clicking "Apply and Test Connection" button.

2. If data displayed on WB display is not comming from Master DB server.
a) First check which server in cluster has the DB mastership by using following URL from any of the WB server.
"http://<UCCX server IP Address>/uccx/isDBMaster ". This URL will tell whether requested UCCX server has DB mastership or not.
b) In the registry of WB server, check value of "SERVER" field in DSN created for UCCX under "HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBC.INI". It should be pointing to the UCCX server which has DB mastership.

3. Various responses of REST API requested using " http://<UCCX server IP Address>/uccx/isDBMaster " URL
a) XML response (following is the sample)
<?xml version="1.0" encoding="UTF-8" ?>
<node>
<version>1.0</version>
<isDBMaster>true</isDBMaster>
</node>

<isDBMaster>true</isDBMaster> means requested UCCX server has DB mastership.

b) Request can not be processed as it has not been made from wallboard System
This response means, the server from where web service has been requested is not configured in Tools -> Real Time Snapshot Config page from the Unified CCX Administration menu bar.

c) Request can not be processed as DB master node is not reachable
This response means that requested server is down or not reachable.

4. REST API, Log collection and analysis.
Log file Location: /uccx/log/MADM
String to search: Wallboard REST API:

|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

Identify Cluster Issues after IP and Hostname change

2010-04-13T06:48:20Z

Shailesi: New page: == Identify Cluster Issues after IP/Hostname change== {| border="1" |- ! '''Problem Summary''' | Identify Cluster Issues after IP/Hostname change |- ! '''Error Message''' | N/A |- ! '''Po...

== Identify Cluster Issues after IP/Hostname change==

{| border="1"
|-
! '''Problem Summary'''
| Identify Cluster Issues after IP/Hostname change
|-
! '''Error Message'''
| N/A
|-
! '''Possible Cause'''
| N/A
|-
! '''Recommended Action'''
|
Using CET tool check whether nodeconfig object and DB component config have been updated or not.

For following things a remote user will be needed to login to the server.

1. /opt/cisco/uccx/ClusterData/profile.ini on both nodes should be updated with new IP in case of IP Address change.

2. If it's a HA setup then /opt/cisco/uccx/conf/intraclustercomm.ips should be updated with new IP on other node in case of IP Address change.

3. /usr/local/cm/db/informix/etc/sqlhosts.uccx should be updated with new information.

4. In /opt/cisco/uccx/desktop/conf/sitesetup/prefs.cfg, LDAP Host 1, LDAP Host 2, and/or IOR HOSTNAME should have been updated with new IP in case of IP address change.

5. In /usr/local/thirdparty/jakarta-tomcat/webapps/TUP/CAD/Maintenance/TUP.ini, LDAP Server A and/or LDAP Server B should have been updated with new IP in case of IP address change.
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

Analyzing CCX IP and Hostname change log

2010-04-13T06:47:15Z

Shailesi: New page: == Log Collection== {| border="1" |- ! '''Problem Summary''' | Analyzing CCX IP/Hostname change log |- ! '''Error Message''' | N/A |- ! '''Possible Cause''' | N/A |- ! '''Recommended Act...

== Log Collection==

{| border="1"
|-
! '''Problem Summary'''
| Analyzing CCX IP/Hostname change log
|-
! '''Error Message'''
| N/A
|-
! '''Possible Cause'''
| N/A
|-
! '''Recommended Action'''
|Collect All the logs as mentioned in Log Collection section.
syslog/uccx_IP_HostName_change.sh.log

Following is sample log message

12/23/2009 17:11:33 uccx_IP_HostName_change.sh|*********************************************************|<LVL::Info>

12/23/2009 17:11:33 uccx_IP_HostName_change.sh| Running uccx_IP_HostName_change.sh Process Id=21172 |<LVL::Info>

12/23/2009 17:11:33 uccx_IP_HostName_change.sh|*********************************************************|<LVL::Info>

12/23/2009 17:11:33 uccx_IP_HostName_change.sh||<LVL::Info>

12/23/2009 17:11:33 uccx_IP_HostName_change.sh|[25] Command Line parameters: --ipaddr 10.78.90.90 --old_ipaddr 10.78.90.86|<LVL::Info>

12/23/2009 17:11:33 uccx_IP_HostName_change.sh|It's IP Address change Request|<LVL::Info>

12/23/2009 17:11:33 uccx_IP_HostName_change.sh|Executing DB Script: /opt/cisco/uccx/bin/uccx_db_ip_hostname_change 10.78.90.86 10.78.90.90|<LVL::Info>

12/23/2009 17:11:33 uccx_IP_HostName_change.sh|Executing CVD Script: /opt/cisco/uccx/bin/nodeConfigIPHostChange.sh 10.78.90.90 10.78.90.86|<LVL::Info>

12/23/2009 17:11:37 uccx_IP_HostName_change.sh|Executing Calabrio script|<LVL::Info>

12/23/2009 17:17:13 uccx_IP_HostName_change.sh|IP Address change Completed|<LVL::Info>

12/23/2009 17:17:13 uccx_IP_HostName_change.sh|Creating /opt/cisco/uccx/properties/IPAddressChange.properties file|<LVL::Info>

12/23/2009 17:17:13 uccx_IP_HostName_change.sh|/opt/cisco/uccx/properties/IPAddressChange.properties file creation successful|<LVL::Info>

Make sure that log mentions that all the scripts have been executed successfully. If any script fails, log will mention the script name.

For example, If Db script fails it will log following message.

12/23/2009 11:07:28 uccx_IP_HostName_change.sh|Executing DB script: /opt/cisco/uccx/bin/uccx_db_ip_hostname_change blr-ccx-90 blr-ccx-900|<LVL::Info>

12/23/2009 11:07:28 uccx_IP_HostName_change.sh|DB script failed|<LVL::Error>

syslog/uccx_db_ip_hostname_change.log

Log for IP or Hostname change start with following message

2009-12-23 17:11:22,568 - uccx.iphostnamechange - DEBUG - Starting Unified CCX DB relates changes for the Hostname/IP address change

and ends with

2009-12-23 17:11:22,692 - uccx.iphostnamechange - DEBUG - Hostname related changes complete for Unified CCX DB

or

2009-12-23 17:11:33,165 - uccx.iphostnamechange - DEBUG - IP Address change. No changes in DB configuration files.

depending on the kind of change.

uccx/log/IPHOST/*.log

Search for String "NodeConfigUpdate" in this log to identify any error messages.

|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
|
|-
|}

Troubleshooting Tips for Unified CCX 8.0

2010-04-13T06:46:26Z

Shailesi: /* Cisco Unified CCX IP Address/Hostname change */

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

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

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

The following tips were added by Cisco Documentation:

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

= Backup and Restore =

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

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

= Cisco Unified Communications Manager Telephony subsystem =

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

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

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

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

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

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

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

= Cisco Unified Communications Manager Automated Attendant =

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

= Cisco Unified IPIVR/ICM =

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

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

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

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

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

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

=== JTAPI issues ===

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

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

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

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

=== Call Flow Issues ===

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

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

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

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

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

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

=== Set up Issues ===

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

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

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

=== Other Tips ===

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

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

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

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

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

= Cisco Unified CCX Database =

== General ==

* [[Purge command do not purge data]]

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

== Replication ==

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

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

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

= Cisco Unified CCX ICD =

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

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

=== Agent Issues ===

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

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

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

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

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

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

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

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

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

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

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

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

= Cisco Unified CCX Internationalization =

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

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

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

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

= CDP =

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

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

= Cisco Unified CCX IP Address/Hostname change =
* [[IP 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]]

Running into java.lang.OutOfMemoryError: Unable to create new native thread

2010-02-23T09:19:55Z

Shailesi: /* Running into java.lang.OutOfMemoryError: Unable to create new native thread */

== Running into java.lang.OutOfMemoryError: Unable to create new native thread ==

{| border="1"
|-
! '''Problem Summary'''
| One of the reasons for this OutOfMemoryError issue is Memory Management registry entries are not proper.
|-
! '''Error Message'''
| Following string can be searched in MIVR logs.
java.lang.OutOfMemoryError: Unable to create new native thread
|-
! '''Possible Cause'''
| Memory Management registry entries are different for different harware. If these are not set properly during OS
installation then it can result in Engine Out Of Memory.
|-
! '''Recommended Action'''
|

Please cross check following registry entries depending on the hardware type. If below mentioned registry entries are not there then create it with mentioned value.

For x3650-2CPU

hklm\system\currentcontrolset\control\session manager\memory management/systempages

REG_DWORD 0xffffffff

hklm\system\currentcontrolset\control\session manager\memory management/PoolUsageMaximum

REG_DWORD 60

hklm\system\currentcontrolset\control\session manager\memory management/PagedPoolSize

REG_DWORD 0xffffffff

For all other 7845 series server

hklm\system\currentcontrolset\control\session manager\memory management/systempages

REG_DWORD 0x000c3000

hklm\system\currentcontrolset\control\session manager\memory management/PoolUsageMaximum

REG_DWORD 60

hklm\system\currentcontrolset\control\session manager\memory management/PagedPoolSize

REG_DWORD 0xffffffff

After modifying or adding these registry entries, reboot the server. Please refer following defects for this issue

|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
|CSCsh65294
CSCtd90916
CSCsq56170
CSCsj06279

|-
|}

[[Category:Unified CCX, Release 7.0]]

Analyzing CCX IP/Hostname change log

2010-01-08T10:19:16Z

Shailesi: /* Log Collection */

Identify Cluster Issues after IP/Hostname change

2010-01-08T09:42:34Z

Shailesi: /* Identify Cluster Issues after IP/Hostname change */