Troubleshooting Tips for Unified CCX 8.0

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Back: Troubleshooting Unified Contact Center Express

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The following tips were added by Cisco Documentation:

Contents

Installation

Backup and Restore

Windows to Linux Upgrade

Linux to Linux Upgrade

Cisco Unified Communications Manager Telephony Subsystem

First few things to check

Tracing

Telephony Subsystem Out Of Service or Partial Service Issues

Callflow guides

Identifying Issues in Call Flow

Other tips

Cisco Unified CCX Media subsystem

Tracing

General Media Issue

Cisco Unified Communications Manager Automated Attendant

Cisco Unified Communications Manager Express


Cisco Unified IPIVR/ICM

First few things to check

  • Verify whether the license uploaded on the system is for IVR.
  • 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 section 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

Call Flow Issues

Set up Issues

Other Tips

Cisco Unified CCX Administration

Cisco Unified CCX Editor

Cisco Unified CCX Engine

Cisco Unified CCX ICD

Required Tracing

RmCm is OOS OR in Partial Service

RmCm Configurations issues

Agent Issues

Call Issues

Scripting Issue

Unsupported scenarios

Call Flow Guides

Cisco Unified CCX Real-Time Reporting

Cisco Unified CCX Historical Reporting

Cisco Unified CCX Historical Reporting Client [HRC]

Automatic Speech Recognition

Tracing

General ASR Issues

Outbound

Text-To-Speech

Tracing

General TTS Issues

Serviceability

Serviceability (Analysis Manager)

VXML

Tracing

General VXML Issues

High Availability and Failover

VoIP Monitor

Cisco Unified CCX CLI

Cisco Unified CCX Security

Cisco Unified CCX IP Address/Hostname change

Cisco Unified CCX Wallboard Configuration

Cisco Unified CCX CET

Cisco Unified CCX Licensing

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