Troubleshooting Tips for Unified CCX 8.0

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(Cisco Unified CCX Historical Reporting Client [HRC])
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* [[Unable to access NTP server]]
* [[Unable to access NTP server]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]
-
* [[Software installation/upgrade page under OS Admin, stuck in running state after COP installation]]
 
= Backup and Restore =
= Backup and Restore =
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* Many services in Deactivated state. Refer to [[ 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 =
+
= Cisco Unified CCX Administration =
-
*[[Error in IE (Class doesn't support Automation)]]  
+
* [[Error in IE (Class doesn't support Automation) ]]
-
*[[User Authentication error during CUCM configuration]]  
+
* [[User Authentication error during CUCM configuration ]]
-
*[[HTTP 403 or security protocols error]]  
+
* [[HTTP 403 or security protocols error ]]
-
*[[Add to cluster repeats in a loop]]  
+
* [[Add to cluster repeats in a loop ]]
-
*[[Object error during component activation]]  
+
* [[Object error during component activation ]]
-
*[[Components in deactivated state]]  
+
* [[Components in deactivated state ]]
-
*[[UCCX Data containing |UCCX Data containing "less than " or "greater than" characters fails to save]]
+
* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]
-
*[[Error_associating_script_with_application]]
+
= Cisco Unified CCX Editor =
= Cisco Unified CCX Editor =
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=== Scripting Issue ===
=== Scripting Issue ===
* [[Call redirected from one RP to the other multiple times with Redirect Step]]
* [[Call redirected from one RP to the other multiple times with Redirect Step]]
 +
* [[Call Dequeue Step sometimes does not dequeue the call]]
=== Unsupported scenarios ===
=== Unsupported scenarios ===
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* [["Could not start print job" error while printing from HRC]]
* [["Could not start print job" error while printing from HRC]]
* [[Login/Connection issues of Historical Reports Client over a non-Cisco VPN]]
* [[Login/Connection issues of Historical Reports Client over a non-Cisco VPN]]
-
* [[HRC Scheduler does not generate reports]]
 
= Automatic Speech Recognition =
= Automatic Speech Recognition =
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= VoIP Monitor =
= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]
* [[hear nothing while playing back desktop recorded sessions]]
 +
* [[VOIP Monitor Subsystem is in partial service or OOS]]
= Cisco Unified CCX CLI =
= Cisco Unified CCX CLI =

Revision as of 20:32, 14 September 2011

Back: Troubleshooting Unified Contact Center Express

Add tip: Create Contact Center Troubleshooting Tips



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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