DocWiki - User contributions [en]

All voice , fax, answering machine and busy calls are marked as no answer calls in RTR.

2010-11-26T08:30:54Z

Vialva: New page: {| border="1" |- ! '''Problem Summary''' | All voice , fax, answering machine and busy calls are marked as no answer calls in RTR. |- ! '''Error Message''' | All voice , fax, answering mac...

{| border="1"
|-
! '''Problem Summary'''
| All voice , fax, answering machine and busy calls are marked as no answer calls in RTR.
|-
! '''Error Message'''
| All voice , fax, answering machine and busy calls are marked as no answer calls in RTR.

|-
! '''Possible Cause'''
| This may due to some delay in the network together with small value set for Dialer Ring No Answer Time. Due to this, all the calls might
get marked as RNA even before CPA is complete.

|-
! '''Recommended Action'''
| Increase the value for Dialer Ring No Answer Time in appadmin campaign configuration page and try out the call again.

|-
! '''Release'''
| Release 8.5(1)
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.5]]

Answering machine/Voice Mail is not detected, it is marked as voice.

2010-11-26T08:30:23Z

Vialva: New page: {| border="1" |- ! '''Problem Summary''' | Answering machine tone is not detected, it is marked as voice. |- ! '''Error Message''' | Answering machine number is marked as VOICE in RTR. |- ...

{| border="1"
|-
! '''Problem Summary'''
| Answering machine tone is not detected, it is marked as voice.
|-
! '''Error Message'''
| Answering machine number is marked as VOICE in RTR.
|-
! '''Possible Cause'''
| This may be due to the Outbound SIP gateway configuration in UCCX appadmin.
Please change the SIP gateway configuration UCCX appadmin to the below -

Minimum Silence Period - 608 (default is 375)

Analysis Period - 2500

Maximum Time Analysis - 3000

Minimum Valid Speech Time - 112

Maximum Term Tone Analysis - 30000 (default is 15000)

AMD works when Minimum Silence Period is set to to 608 and Maximum Term Tone Analysis to 30000.

|-
! '''Recommended Action'''
| AMD works when Minimum Silence Period is set to to 608 and Maximum Term Tone Analysis to 30000 in SIP configuration page in UCCX appadmin.
|-
! '''Release'''
| Release 8.5(1)
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.5]]

SIT Tone is Marked as Failed Call in RTR instead of Invalid Number

2010-11-26T08:29:12Z

Vialva: New page: {| border="1" |- ! '''Problem Summary''' | SIT Tone is marked as failed call in RTR instead of Invalid number. |- ! '''Error Message''' | NA |- ! '''Possible Cause''' | UCCX handl...

{| border="1"
|-
! '''Problem Summary'''
| SIT Tone is marked as failed call in RTR instead of Invalid number.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| UCCX handles SIT control messages and extracts the error codes from there. So, if gateway returns "404 Not found" for a SIT number, we mark it as invalid and in case of "service unavailable" message we mark it as a failed call.

If SIT tone is played after the call is connected, then SIT tone detection is not supported from gateway. This is treated as teleziper.
Also, for invalid numbers, the detection don't always come from CPA event. They might come from other SIP error messages with cause code, such as 404. Hence, if the gateway sends "501 Service Unavailable" message for a SIT number, then UCCX marks this call as a FAILED call. This is expected behaviour.

Whereas if Gateway sends "404 Not Found" message to UCCX, then RTR displays the call result as "Invalid Number" for this call.

CPA is a supplement to signaling. NOT replacement of signaling. So in general, UCCX Dialer extracts some useful information from SIP
control messages and accordingly displays it in RTR.

|-
! '''Recommended Action'''
| Enable SS_OB traces - all debug levels, in Cisco Unified CCX Serviceability Administration web interface to enable traces related to Outbound IVR. And check the error code in the SIP message for the SIT number.
|-
! '''Release'''
| Release 8.5(1)
|-
! '''Associated CDETS #'''
| CSCtk12687
|-
|}

[[Category:Unified CCX, Release 8.5]]

ALL CALLS MARKED AS NO ANSWER

2010-11-26T08:26:46Z

Vialva:

Answering Machine Not Detected

2010-11-26T08:21:02Z

A Busy call on a mobile phone is not marked as busy, instead it is detected as an invalid number

2010-11-26T08:13:36Z

Vialva: New page: {| border="1" |- ! '''Problem Summary''' | A Busy call on a mobile phone is not marked as busy, instead it is detected as an invalid number. |- ! '''Error Message''' | NA |- ! '''Possible ...

{| border="1"
|-
! '''Problem Summary'''
| A Busy call on a mobile phone is not marked as busy, instead it is detected as an invalid number.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| UCCX extracts the error codes from SIP messages. So, if gateway returns "404 Not found" for a number, we mark it as invalid.
In case of busy calls, based on a mobile phone service provider, busy call may return a busy tone or it may also return NOT FOUND status from gateway.
Hence, busy calls may be marked as busy or even invalid number at times.

CPA doesn't implement the busy tone detection. Hence, UCCX will have to rely on the signaling to make decisions.

|-
! '''Recommended Action'''
| Enable SS_OB traces - all debug levels, in Cisco Unified CCX Serviceability Administration web interface to enable traces related to Outbound IVR. And check the status code in the SIP message for the busy number.
|-
! '''Release'''
| Release 8.5(1)
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.5]]

SIT TONE DETECTED AS FAILED CALL

2010-11-26T08:07:49Z

Vialva:

Troubleshooting Tips for Unified CCX 8.0

2010-05-12T10:40:09Z

Vialva:

'''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? ]]

=== Other Tips ===

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

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

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

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

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

= Cisco Unified CCX Database =

== General ==

== Replication ==

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

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

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

= Cisco Unified CCX ICD =

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

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

=== Agent Issues ===

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

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

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

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

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

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

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

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

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

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

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

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

= Cisco Unified CCX Internationalization =

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

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

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

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

= CDP =

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

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

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

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

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

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

Hear nothing while playing back desktop recorded sessions

2010-04-18T12:15:04Z

Vialva: New page: Check the following: 1. Connect the agent PC to the agent phone 2. Make sure the "Span to PC port" is enabled on the agent phone.

Check the following:
1. Connect the agent PC to the agent phone
2. Make sure the "Span to PC port" is enabled on the agent phone.

What versions of IP IVR are supported for UCCE 8.0?

2010-04-18T12:13:37Z

Vialva: New page: == 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 do...

== 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 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.

2010-04-18T12:12:27Z

Vialva: /* Calls are failing in IVR intermittently */

== Calls are failing in IVR intermittently ==

{| border="1"
|-
! '''Problem Summary'''
| Calls are failing in IVR intermittently.
|-
! '''Error Message'''
| 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.
|-
! '''Possible Cause'''
| This could be because IVR is using duplicate IP address. Hence, the co
Check if there are following exceptions in the MIVR logs:

---------------------------------------------------------------
%MIVR-LIB_ICM-3-DECODING_ERROR:ICM Message decoding error: Exception=java.net.SocketTimeoutException: Read timed out

%MIVR-LIB_ICM-2-ICM_SESSION_LOST:ICM Session lost
And the following errors in the VRU PIM logs :

pg1A-pim2 Error receiving data from VRU.
Last API Error [10054]: An existing connection was forcibly closed by the remote host.
pg1A-pim2 Trace: [ 1100]ThreadManager::ThreadLock - calling Lock()
-------------------------------------------------------------

In case of the above exceptions –

- It could be that there are some network connectivity issues. Monitor the connectivity between IVR and PG and see if there is any drop in connectivity.
- It could be that IVR is using a duplicate IP address.

Use the following CLI command to check if the IVR server has a duplicate IP -
admin:show network eth0 det
Ethernet 0 DHCP : disabled Status : up IP Address : 10.78.91.58 IP Mask : 255.255.255.000 Link Detected: yes Mode : Auto enabled, Full, 1000 Mbits/s Duplicate IP : yes //indicates that there is a duplicate IP being used Queue Length : 1000 MTU : 1500 MAC Address : 00:22:64:88:b3:b8 RX stats: bytes : 1549025914 packets : 38884849 errors : 0 dropped : 0 overrun : 0 mcast : 865981 TX stats: bytes : 489995331 packets : 29336862 errors : 0 dropped : 0 carrier : 0 colsns : 0
DNS Not configured. Gateway : 10.78.91.1 on Ethernet 0
If the Duplicate IP field is set to Yes as above, check if there are 2 servers that are connected to the same switch and using the same IP. Correct this and retry calls.
You may have to collect TCP packets to get more insight into the duplicate IPs being used. Use the following CLI command to capture the IP packets for a particular ethernet interface :
utils network capture eth0

Also, Tcp dump will have a message indicating that a duplicate IP is being used.

|-
! '''Recommended Action'''
| Remove the duplicate IP that is being used for IVR and reboot the system.
|-
! '''Release'''
| Release 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 8.0]]

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.

2010-04-18T12:11:37Z

Vialva: /* Calls are failing in IVR intermittently */

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.

2010-04-18T12:10:42Z

Vialva: New page: == Calls are failing in IVR intermittently == {| border="1" |- ! '''Problem Summary''' | Calls are failing in IVR intermittently. |- ! '''Error Message''' | Some calls go through succ...

Troubleshooting Tips for Unified CCX 8.0

2010-04-18T12:10:00Z

Vialva: /* Set up Issues */

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

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

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

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

= Cisco Unified CCX Internationalization =

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

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

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

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

= CDP =

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

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

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

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

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

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

Troubleshooting Tips for Unified CCX 8.0

2010-04-18T12:09:36Z

Vialva: /* Set up Issues */

'''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 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 =
*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]]

Intermittent Translation Route to VRU failure.

2010-04-18T12:08:38Z

Vialva: New page: == Intermittent Translation Route to VRU failure == {| border="1" |- ! '''Problem Summary''' | Intermittent Translation Route to VRU failure. |- ! '''Error Message''' | 14521625: Feb 18 1...

== Intermittent Translation Route to VRU failure ==

{| border="1"
|-
! '''Problem Summary'''
| Intermittent Translation Route to VRU failure.
|-
! '''Error Message'''
| 14521625: Feb 18 12:59:33.191 CST %MIVR-APP_MGR-7-STEP_FAILURE:Failure to execute a step: Application=App[name=TranslationRouting,
type=Cisco ICM Translation-Routing,id=0,desc=TranslationRouting,enabled=true,max=49,valid=true,optional=[idleTimeout=10,defaultScript=BasicQ.aef]],
id=40000118918,Step id=111,Step Class=com.cisco.wf.steps.ivr.ConsultTransferStep,
Step Description=Call Consult Transfer (--Triggering Contact-- to WhereTo),Exception=com.cisco.contact.ContactInactiveException:
Contact id: 56899, Channel id: 34, Reason: UNCAUGHT_EXCEPTION, Contact is in Aborted state; nested exception is: com.cisco.app.ApplicationTaskInactiveException: Task id: 40000118918, task no longer running; nested exception is:
|-
! '''Possible Cause'''
| We do not currently support consult transfer scenario to be initiated from the IVR script
(even though it first goes through the JTAPI gateway, the transfer doesn't complete until
we received the call from the JTAPI gateway) which means UCCX/IVR is handling 2 independent calls
without knowing they are related. When the transfer finally completes, the first call ends up
scheduling a cleaning up of the call data context to occur sometime in the future which now affects
the second call in between 2 RUN_SCRIPT_REQ.

14521540: Feb 18 12:59:32.754 CST %MIVR-APP_MGR-7-EXECUTING_STEP:Executing a step: Application=App[name=TranslationRouting,
type=Cisco ICM Translation-Routing,id=0,desc=TranslationRouting,enabled=true,max=49,valid=true,optional=[idleTimeout=10,
defaultScript=BasicQ.aef]],Task id=40000118918,Step id=111,Step Class=com.cisco.wf.steps.ivr.ConsultTransferStep,
Step Description=Call Consult Transfer (--Triggering Contact-- to WhereTo)
14521541: Feb 18 12:59:32.754 CST %MIVR-ENG-7-UNK:Execute step of Task 40000118917 : Call Consult Transfer
(--Triggering Contact-- to WhereTo)14521625: Feb 18 12:59:33.191 CST %MIVR-APP_MGR-7-STEP_FAILURE:Failure to execute a step: Application=App[name=TranslationRouting,type=Cisco ICM Translation-Routing,id=0,desc=TranslationRouting,enabled=true,max=49,
=true,optional=[idleTimeout=10,defaultScript=BasicQ.aef]],Task id=40000118918,Step id=111,Step Class=com.cisco.wf.steps.ivr.ConsultTransferStep,
Step Description=Call Consult Transfer (--Triggering Contact-- to WhereTo),Exception=com.cisco.contact.ContactInactiveException: Contact id: 56899, Channel id: 34, Reason: UNCAUGHT_EXCEPTION, Contact is in Aborted state; nested exception is: com.cisco.app.ApplicationTaskInactiveException:
Task id: 40000118918, task no longer running; nested exception is:

This is happening when the atype is set to DIRECT as in the below logs.
14521585: Feb 18 12:59:33.082 CST %MIVR-SS_TEL-7-UNK:Call.aborted() JTAPICallContact[id=56899,implId=1007865/2,inbound=true,
App name=TranslationRouting,task=40000118918,session=34000053436,seq num=0,cn=7701,dn=7701,cgn=4504,ani=null,dnis=null,clid=null,
atype=DIRECT,lrd=null,ocn=7701,route=RP[num=7701],TP=7123]

|-
! '''Recommended Action'''
|
If the transfer was initiated as a redirect request from ICM then this issue wouldn't occur (this is a possible workaround).

|-
! '''Release'''
| Release all releases
|-
! '''Associated CDETS #'''
| CSCsz89651.
|-
|}

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

Troubleshooting Tips for Unified CCX 8.0

2010-04-18T12:07:05Z

Vialva: /* JTAPI issues */

Troubleshooting Tips for Unified CCX 8.0

2010-04-18T12:06:23Z

Vialva:

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

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

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

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

= Cisco Unified CCX Internationalization =

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

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

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

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

= CDP =

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

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

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

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

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

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

Troubleshooting Tips for Unified CCX 8.0

2010-04-18T12:04:30Z

Vialva: /* JTAPI issues */

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

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

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

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

= Cisco Unified CCX Internationalization =

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

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

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

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

= CDP =

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

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

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

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

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

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

Troubleshooting Tips for Unified CCX 8.0

2010-04-18T12:03:20Z

Vialva: /* JTAPI issues */

'''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 to the [http://docwiki.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Cisco_Unified_Communications_Manager_Telephony_subsystem 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 =
*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]]

Logs to be enabled for IVR issues

2010-04-18T12:01:35Z

Vialva: New page: Enable the following logs levels in UCCX Engine for IVR/ICM issues : * LIB_ICM debug and xdebug 3 * SS_ICM debug and xdebug 3 * SS_TEL xdebug 3 * APP_MGR debug, xdebug 3 * ENG, SCRIPT_M...

Enable the following logs levels in UCCX Engine for IVR/ICM issues :

* LIB_ICM debug and xdebug 3
* SS_ICM debug and xdebug 3
* SS_TEL xdebug 3
* APP_MGR debug, xdebug 3
* ENG, SCRIPT_MGR - debug, xdebug 3

Also, get the the call IDs and the exact scenario for the above logs.

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

Troubleshooting Tips for Unified CCX 8.0

2010-04-18T11:50:54Z

Vialva: /* Cisco Unified IPIVR/ICM */

'''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 [http://docwiki.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Cisco_Unified_Communications_Manager_Telephony_subsystemCisco 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 =
*Trace Levels
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*General Outbound Issues
**[[Outbound contacts not being dialed after failover]]
**[[Outbound calls fail with no callback number]]
**[[Outbound agent Stuck in Reserved state]]
**[[Outbound General Configuration data is changed]]
**[[Outbound Subsystem is Out Of Service]]
*Issues Related To Outbound Call Flow
**[[Outbound agents are ready for long time with available contacts]]
*CAD/CDA related issues
** [[Outbound Buttons are disabled on CAD]]
** [[CDA doesn't show checkbox for Outbound Dialer Mode]]

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

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

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

= Cisco Unified CCX Internationalization =

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

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

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

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

= CDP =

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

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

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

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

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

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

Troubleshooting Tips for Unified CCX 8.0

2010-04-18T11:48:17Z

Vialva: /* First few things to check */

'''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 [http://docwiki.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Cisco_Unified_Communications_Manager_Telephony_subsystemCisco 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 =
*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]]

Intermittent Translation Route to VRU failure

2010-04-14T14:48:19Z

Vialva:

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

2010-03-24T05:09:54Z

Vialva: /* 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.

2010-03-24T04:48:45Z

Vialva: New page: == 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...

== 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]]

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

2010-03-24T04:19:49Z

Vialva: /* 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]]

IVR sends wrong values to ICM for the call variables.

2010-03-21T18:46:16Z

Vialva: /* ICM Calls are failing because 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.

2010-03-21T17:49:31Z

Vialva: /* 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]]

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.

2010-03-21T11:57:40Z

Vialva: /* 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.

2010-01-11T17:30:51Z

Vialva: /* 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]]

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

2010-01-11T17:25:02Z

Vialva: /*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 if 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.

2010-01-11T17:21:26Z

Vialva: /* 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'''
| This may be because 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 not connect with PG if it is using any other port.
|-
! '''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]]