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Latest revision as of 23:27, 28 June 2011

Back: Troubleshooting Unified Contact Center Express

See also: Additional troubleshooting information for Unified CCX 7.0

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The following tips were added by Cisco Documentation:

Installation

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

Backup, Restore, and Update

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

Cisco Unified Communications Manager Enterprise Telephony subsystem

• High call rejection rate under heavy load
• Callers hear a fast busy while calling the JTAPI triggers
• CTIERR_TIMEOUT=0x8ccc0001 on Call Redirect

Cisco Unified Communications Manager Automated Attendant

• Dial by name does not find the specified server
• Automated Attendant prompt is not played

Cisco Unified Communications Manager Express

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

Cisco Unified IP IVR

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

Cisco Unified CCX Administration

• The Cisco Unified CCX Administration Authentication web page is not available
• Uploading a license file can result in a warning message
• User cannot log in to the Cisco Unified CCX web page
• Refreshing subflow script does not update parent scripts
• Cisco Unified CM users display in random order
• Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server
• Management pages display error message when selected
• Zip file does not auto unzip on Document Management page
• Invalid files message displays while uploading a zip file of prompts
• A Component Manager goes into partial service when uploading a zip file
• Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file
• The page from where Memory and Thread Dump can be collected is blank

Cisco Unified CCX Admin Utility

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

Cisco Unified CCX Database

• Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration
• HR client login error
• Cannot activate DB components on HA node
• Cisco Unified CCX Databases are not purged as expected
• Historical Database db_cra is full
• E-mail notification of database purging activities is not sent
• Syslog or SNMP trap notification of database purging activities is not sent
• SQL Agent fails to start
• Database table fields used by wallboard store data in milliseconds
• Lock exception while trying to purge data
• Unable to view HR reports in a system with Locale different than English
• Historical Reports Gives VB List Box Error on Detailed Call Reports

Cisco Unified CCX Editor

• Change a string variable to an integer
• Accept step error during active debug
• Error occurs with Reactive Debugging Tool
• Agent automatically put into Ready state
• Agent has invalid state transition from Reserved to Available to Talking

Cisco Unified CCX Engine

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

Cisco Unified CCX ICD

• RmCm subsystem is out of service
• RmCm subsystem remains INITIALIZING
• RmCm remains in Initializing state
• Agents, Supervisors, or Teams are out of synch
• Agent or CSQ does not appear in CDA
• Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page
• You cannot select the order of agents
• Agent cannot go Ready after logging in

• Agent does not go to Work state after handling a call
• A media step causes a Could not create PlayPromptDialog Object exception
• Unable to make any Cisco Unified CCX configuration changes
• Some resource selection criteria are missing
• Unable to record an agent
• Sometimes the supervisor can monitor and record an agent and sometimes he cannot
• Calls to Cisco Unified CCX route points are disconnected
• Calls are not routed to agents
• Agents do not show in a CSQ
• Caller gets dropped when an attempt is made to recall a Cisco Unified CCX agent extension after the agent previously parked the call
• Updating a NIC driver disables silent monitoring and recording
• Agent alternates between Reserved and Ready state
• Agent in Reserved state but the consult transfer fails repeatedly
• Call fails if agent doesn’t pick the call in the first two rings

Cisco Unified CCX Real-Time Reporting

• Attempting to run a real-time report causes an error
• After installing JRE, the user receives a message from real-time reporting saying to install JRE
• Contact entry is stuck in real-time reporting

Cisco Unified CCX Historical Reporting

• Exported PDF report does not print in landscape orientation
• User login missing in Windows XP after installing HR client
• Client and Server security policies do not match
• Charts do not appear on report
• Charts do not appear properly in MS Excel format
• Column headings are misplaced in MS Excel(Data Only) format
• Columns of data missing in report in MS Excel format
• Records truncated in report in MS Excel format
• Agent names overwritten on charts
• Unable to export Scheduled Report to mapped drive.
• RTF Report containing charts has tabular report headings
• Scheduler icon does not appear on Terminal Services client
• Reports do not execute at scheduled times
• Search dialog box and Preview tab appear in English on Windows system with locale set to German
• Dialog box does not appear as expected when report is exported
• Error when choosing an option from the Historical Reporting web page
• Truncated report description in Historical Reports client
• Scheduled Historical Reports do not run
• The SQL Command Failed dialog box appears when you try to generate a historical report
• Some information appears in English on a German system
• The Historical Reports client computer cannot connect to the Cisco Unified CCX server
• A Database Connection Error 5051 error appears
• Export file name does not appear in Export dialog box
• Cannot point to local applications from the Database Server Configuration page
• Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned
• Only three report templates are available for Cisco Unified CCX Standard
• Discrepancy in number of ACD calls shown on custom reports
• Priority Summary Activity Report chart prints only partly in color
• Scheduled Historical Reports do not run and message appears in CiscoSch.log file
• Historical Reporting Client window shows nothing in the user drop-down menu
• Historical Reporting Client stops working; attempt to log in again results in error messages
• Scheduler DOS exception error received when running a custom report
• Columns displaced in Excel spreadsheet when exporting a report
• Scheduler icon does not appear in Windows status bar
• Error message appears indicating connection with database is broken
• Scheduler fails to start after HRC installation
• Java security manager delays socket creation resulting in AXL TIMEOUT
• Discrepancy between agent state detail and agent detail
• Some of the historical reports take too long to generate
• Login/Connection issues of Historical Reports Client over a non-Cisco VPN

Automatic Speech Recognition

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

Outbound

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

Text-to-Speech

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

Serviceability

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

Cisco Unified CCX Internationalization

• Results not as expected for first name and last name in Chinese, Japanese, and Korean
• Language specified is not accepted or played

VXML

• Voice Browser Step troubleshooting steps
• Timeout attribute for non-input does not work
• Menu Choice DTMF does not work

High Availability and Bootstrap

• Transaction Manager cannot start
• Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file

High Availability and Failover

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

VoIP Monitor

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

CDP

• CDP Protocol Driver missing in Device Manager