Troubleshooting Tips for Unified CCX 7.0

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= Cisco Unified Communications Manager Enterprise Telephony subsystem =
= Cisco Unified Communications Manager Enterprise Telephony subsystem =
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* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]
+
* [[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 =
= Cisco Unified Communications Manager Automated Attendant =
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* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[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]]
* [[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 CCX =
-
* [[RmCm subsystem is out of service]]
 
-
* [[RmCm subsystem remains INITIALIZING]]
 
-
* [[RmCm remains in Initializing state]]
 
-
* [[Agents, Supervisors, or Teams are out of synch]]
 
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* [[Agent or CSQ does not appear in CDA]]
 
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* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
 
-
* [[You cannot select the order of agents]]
 
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* [[Agent does not go to Work state after handling a call]]
 
-
* [[A media step causes a Could not create PlayPromptDialog Object exception]]
 
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* [[Unable to make any Cisco Unified CCX configuration changes]]
 
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* [[Some resource selection criteria are missing]]
 
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* [[Unable to record an agent]]
 
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* [[Sometimes the supervisor can monitor and record an agent and sometimes he cannot]]
 
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* [[Calls to Cisco Unified CCX route points are disconnected]]
 
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* [[Calls are not routed to agents]]
 
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* [[Agents do not show in a CSQ]]
 
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* [[Caller gets dropped when an attempt is made to recall a Cisco Unified CCX agent extension after the agent previously parked the call]]
 
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* [[Updating a NIC driver disables silent monitoring and recording]]
 
-
* [[Agent alternates between Reserved and Ready state]]
 
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* [[Agent in Reserved state but the consult transfer fails repeatedly]]
 
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* [[Call fails if agent doesn’t pick the call in the first two rings]]
 
-
* [[Calls fail with CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out]]
 
= Cisco Unified IP IVR =
= Cisco Unified IP IVR =
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* [[Cisco Unified CM users display in random order]]
* [[Cisco Unified CM users display in random order]]
* [[Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server]]
* [[Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server]]
-
* [[Database table fields used by wallboard store data in milliseconds]]
 
* [[Management pages display error message when selected]]
* [[Management pages display error message when selected]]
* [[Zip file does not auto unzip on Document Management page]]
* [[Zip file does not auto unzip on Document Management page]]
* [[Invalid files message displays while uploading a zip file of prompts]]
* [[Invalid files message displays while uploading a zip file of prompts]]
* [[A Component Manager goes into partial service when uploading a zip file]]
* [[A Component Manager goes into partial service when uploading a zip file]]
-
* [[High call rejection rate under heavy load]]
 
* [[Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file]]
* [[Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file]]
-
* [[Callers hear a fast busy while calling the JTAPI triggers]]
+
* [[The page from where Memory and Thread Dump can be collected is blank ]]
-
* [[Override media termination group displayed twice]]
+
-
* [[SUPERVISE_CALL_REQ type barge in without AgentCallID]]
+
= Cisco Unified CCX Admin Utility =
= Cisco Unified CCX Admin Utility =
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* [[Cannot activate DB components on HA node]]
* [[Cannot activate DB components on HA node]]
* [[Cisco Unified CCX Databases are not purged as expected]]
* [[Cisco Unified CCX Databases are not purged as expected]]
-
* [[Purge command did not purge data]]
 
* [[Historical Database db_cra is full]]
* [[Historical Database db_cra is full]]
* [[E-mail notification of database purging activities is not sent]]
* [[E-mail notification of database purging activities is not sent]]
* [[Syslog or SNMP trap notification of database purging activities is not sent]]
* [[Syslog or SNMP trap notification of database purging activities is not sent]]
-
* [[After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail]]
+
* [[SQL Agent fails to start]]
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* [[Uninstall SQL hotfix 2282 is failing]]
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* [[Database table fields used by wallboard store data in milliseconds]]
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* [[The IPCC server is loosing the ODBC connection after running fine for some time]]
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* [[Lock exception while trying to purge data]]
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* [[SQL Agent crash with Red X Mark, and the Node Manager is down]]
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* [[Unable to view HR reports in a system with Locale different than English]]
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* [[After the upgrade SQL Server got changed to MSDE]]
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* [[Historical Reports Gives VB List Box Error on Detailed Call Reports]]
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* [[From the log: Login failed for user '(null)'. Root cause: Not associated with a trusted SQL Server connection]]
+
-
* [[While doing some configuration change from the Appadmin gets the following error: "Error updating Database"]]
+
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* [[Primary key violation exception in the MIVR logs while trying to insert a historical record to the Database table]]
+
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* [[SQLException while uploading prompt, grammar, document using editor steps inside the workflow script]]
+
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* [[Cannot configure Application or System parameters from the Cisco Unified CCX Administration]]
+
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* [[Enterprise Database Subsystem is in out of service or in partial service]]
+
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* [[Can't create a new Datasource from the Appadmin]]
+
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* [[After creating the datasource and System DSN, it is not getting displayed in the editor step]]
+
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* [[Not able to view/edit rmcm configurations from node2 appadmin in an HA setup]]
+
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* [[DBAccessor errors while CVD start up]]
+
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* [[When trying to delete and create a new Datsource from the appadmin page, there is an error stating Datasource with the same name exists]]
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* [[There is an error displayed in the appadmin while trying to modify the Datasource configuration]]
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* [[Regarding Enterprise Database driver usage]]
+
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* [[Datastore component activations fails when trying to activate node2 components]]
+
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* [[Cannot activate datastores on second node in HA deployment. On node2 DB version in Bootstrap  8.00.2187 does not match actual Database Engine version 8.00.2282]]
+
-
* [[Replication Failure seen in the DB control center Appadmin page]]
+
= Cisco Unified CCX Editor =
= Cisco Unified CCX Editor =
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= Cisco Unified CCX Engine =
= Cisco Unified CCX Engine =
-
* [[Agent cannot go Ready after logging in]]
 
* [[Voice Browser step throws an exception]]
* [[Voice Browser step throws an exception]]
* [[Cisco Unified CCX Engine does not start and an RMI port in use error appears]]
* [[Cisco Unified CCX Engine does not start and an RMI port in use error appears]]
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* [[Database Subsystem goes into partial service]]
* [[Database Subsystem goes into partial service]]
* [[JTAPI subsystem is in 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]]
* [[Unable to connect to JTAPI provider]]
* [[The Simple Recognition step takes the unsuccessful branch]]
* [[The Simple Recognition step takes the unsuccessful branch]]
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* [[Cisco Unified CCX Server and Active Directory integration results in some services being unregistered]]
* [[Cisco Unified CCX Server and Active Directory integration results in some services being unregistered]]
* [[Database Subsystem fails to connect to MS SQL server]]
* [[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 =
= Cisco Unified CCX Real-Time Reporting =
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* [[User login missing in Windows XP after installing HR client]]
* [[User login missing in Windows XP after installing HR client]]
* [[Client and Server security policies do not match]]
* [[Client and Server security policies do not match]]
 +
* [[Charts do not appear on report]]
* [[Charts do not appear properly in MS Excel format]]
* [[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]]
* [[Columns of data missing in report in MS Excel format]]
* [[Records truncated in report in MS Excel format]]
* [[Records truncated in report in MS Excel format]]
* [[Agent names overwritten on charts]]
* [[Agent names overwritten on charts]]
 +
* [[Unable to export Scheduled Report to mapped drive.]]
* [[RTF Report containing charts has tabular report headings]]
* [[RTF Report containing charts has tabular report headings]]
* [[Scheduler icon does not appear on Terminal Services client]]
* [[Scheduler icon does not appear on Terminal Services client]]
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* [[Scheduler icon does not appear in Windows status bar]]
* [[Scheduler icon does not appear in Windows status bar]]
* [[Error message appears indicating connection with database is broken]]
* [[Error message appears indicating connection with database is broken]]
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* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
+
* [[Scheduler fails to start after HRC installation]]
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* [[Which reports should be used to determine BHCA and BHCC?]]
+
* [[Java security manager delays socket creation resulting in AXL TIMEOUT]]
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* [[Total logged in hours for agent very high after name change]]
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* [[Discrepancy between agent state detail and agent detail]]
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* [[Filter by skill/team/resourcegroup not working]]
+
* [[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 =
= Automatic Speech Recognition =
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* [[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]]
* [[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 =
+
= High Availability and Failover =
-
* [[Conflicts in Datastore Control Center history]]
+
 
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* [[Cannot make configuration changes in HA cluster]]
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*[[Conflicts in Datastore Control Center history]]  
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* [[Cannot make configuration changes in RmCm Subsystem]]
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*[[Cannot make configuration changes in HA cluster]]  
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* [[Service constantly shows Invalid]]
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*[[Cannot make configuration changes in RmCm Subsystem]]  
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* [[Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure]]
+
*[[Service constantly shows Invalid]]  
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* [[Cluster is in partial service]]
+
*[[Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure]]  
-
* [[Server is in partial service]]
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*[[Cluster is in partial service]]  
-
* [[Cisco Unified CCX does not accept a call or function properly]]
+
*[[Server is in partial service]]  
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* [[Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center]]
+
*[[Cisco Unified CCX does not accept a call or function properly]]  
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* [[Cluster time synch fails]]
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*[[Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center]]  
-
* [[Cisco Unified CCX Servers respond slowly in a High Availability environment]]
+
*[[Cluster time synch fails]]  
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* [[Multiple failovers with high CPU usage]]
+
*[[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 =

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

Add tip: Create Contact Center Troubleshooting Tips



The following tips were added by Cisco Documentation:

Contents

Installation

Backup, Restore, and Update

Cisco Unified Communications Manager Enterprise Telephony subsystem

Cisco Unified Communications Manager Automated Attendant

Cisco Unified Communications Manager Express

Cisco Unified CCX

Cisco Unified IP IVR

Cisco Unified CCX Administration

Cisco Unified CCX Admin Utility

Cisco Unified CCX Database

Cisco Unified CCX Editor

Cisco Unified CCX Engine

Cisco Unified CCX ICD



Cisco Unified CCX Real-Time Reporting

Cisco Unified CCX Historical Reporting

Automatic Speech Recognition

Outbound

Text-to-Speech

Serviceability

Cisco Unified CCX Internationalization

VXML

High Availability and Bootstrap

High Availability and Failover

VoIP Monitor

CDP

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