Troubleshooting Tips for Unified CCX 8.0

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'''Back:''' [[Troubleshooting Unified Contact Center Express]]  
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'''Back:''' [[Troubleshooting Unified Contact Center Express|Troubleshooting Tips for other releases of Unified Contact Center Express]]  
'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
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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]]
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* [[8.x installation states the platform is Vmware, though it is not a Vmware]]
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* [[Software installation/upgrade page under OS Admin, stuck in running state after COP installation]]
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* [[Installation fails to create RAID on MCS-7825-I4-CCX1 servers]]
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= Backup and Restore =
= Backup and Restore =
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* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [[No valid upgrade options found while running upgrade on node2]]
* [[No valid upgrade options found while running upgrade on node2]]
 +
* [[If switch version fails on Unified CCX, reboot the server]]
= Cisco Unified Communications Manager Telephony Subsystem =
= Cisco Unified Communications Manager Telephony Subsystem =
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=== First few things to check ===
=== First few things to check ===
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* 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.
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* 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.
* Verify whether the license uploaded on the system is for IVR.
   
   
* [[ Logs to be enabled for IVR issues ]]
* [[ Logs to be enabled for IVR issues ]]
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*  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:
*  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:
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     435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event:  
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     435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure
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     listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,Exception=
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    occurred while dispatching an event:  
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     listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,
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    Exception=
     java.lang.IllegalStateException: already cleared
     java.lang.IllegalStateException: already cleared
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     435719: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared
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     435719: Mar 10 08:14:17.430 GMT  
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    %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared
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"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.
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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 -
Based on the exceptions, Isolate the issues into the following -
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=== JTAPI issues ===
=== JTAPI issues ===
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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.
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Many a times, calls fail in IVR/ICM  due to telephony/JTAPI issues. Refer to the [http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Cisco_Unified_Communications_Manager_Telephony_Subsystem 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 ===
=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===
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* [[ 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. ]]
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* [[ 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 ]]
            
            
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* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE. ]]
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* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE ]]
=== Call Flow Issues ===
=== Call Flow Issues ===
   
   
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* [[ Calls are failing in IVR and user hears busy tone for these calls. ]]
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* [[ Calls are failing in IVR and user hears busy tone for these calls ]]
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* [[IVR sends wrong values to ICM for the call variables.]]  
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* [[IVR sends wrong values to ICM for the call variables ]]  
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* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR.]]
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* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR ]]
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* [[Intermittent Translation Route to VRU failure.]]
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* [[Intermittent Translation Route to VRU failure ]]
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* [[ Call reserves an agent although caller hanged in IPIVR. ]]
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* [[ Call reserves an agent although caller hanged in IPIVR ]]
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* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery. ]]
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* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery ]]
=== Set up Issues ===
=== Set up Issues ===
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* [[ 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 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. ]]
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* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR. ]]
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* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR ]]
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* [[ What versions of IP IVR are supported for UCCE 8.0? ]]
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* [[ What versions of IP IVR are supported for UCCE 8.0 ]]
-
 
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* [[JTAPI OOS on one of the nodes in HA over WAN deployment ]]
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=== Other Tips ===
=== Other Tips ===
-
 
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* http://wwwin-eng.cisco.com/Eng/CCBU/CRA/Training/UCCX_8_0_IVR-ICM_Integration.pptx
 
-
 
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* http://wwwin-eng.cisco.com/Eng/CCBU/ICM/Components/PG/PIMs/VRU/GED125.doc
 
* [[ CAD services visible in CLI 'utils service list' command ]]
* [[ CAD services visible in CLI 'utils service list' command ]]
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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 ]]
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= Cisco Unified CCX Administration =
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= Cisco Unified CCX Administration =
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* [[Error in IE (Class doesn't support Automation) ]]
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* [[User Authentication error during CUCM configuration ]]
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-
* [[HTTP 403 or security protocols error ]]
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* [[Add to cluster repeats in a loop ]]
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* [[Object error during component activation ]]
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* [[Components in deactivated state ]]
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* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]
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* [[Component activation failed during cluster setup ]]
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-
 
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= Cisco Unified CCX Database =
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-
 
+
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== General ==
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-
 
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== Replication ==
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*[[Reset and Repair - what is the difference]]
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*[[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]]
 +
*[[Error associating script with application]]
= Cisco Unified CCX Editor =
= Cisco Unified CCX Editor =
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*[[W1 upgrade issues]]
*[[W1 upgrade issues]]
*[[Editor hanging issues]]
*[[Editor hanging issues]]
 +
*[[Issues with loading custom code]]
*[[Issues with installing on windows vista and windows 7]]
*[[Issues with installing on windows vista and windows 7]]
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=== Agent Issues ===
=== Agent Issues ===
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* [[Unified CCX agent is unable to log in]]
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* [[Unable to login Unified CCX Agent ]]
* [[Agent cannot go Ready after logging in]]
* [[Agent cannot go Ready after logging in]]
* [[Agent does not go to Work state after handling a call]]
* [[Agent does not go to Work state after handling a call]]
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* [[Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ_CONSULT_CONTACT ]]
* [[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]]
* [[Agent State transformations in Select Join and Join Across Line scenarios]]
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* [[Issues related to Agents Using Shared Lines]]
=== Call Issues ===
=== Call Issues ===
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* [[Same call is presented to two agents]]
* [[Same call is presented to two agents]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]
 +
* [[CSD shows oldest in queue as 1(00:00:00)]]
=== Scripting Issue ===
=== Scripting Issue ===
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* [[Historical records not getting written to database]]
* [[Historical records not getting written to database]]
* [[Discrepancies of JAL Scenarios]]
* [[Discrepancies of JAL Scenarios]]
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* [[Differences among Various Cisco Unified CCX reports]]
 
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
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* [[some of the HR reports do not show complete data for the entire reporting period or gives no data error]]
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 +
= Cisco Unified CCX Historical Reporting Client [HRC]=
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* [[Required Log levels For HRC]]
 +
* [[Required Log levels For HRC Scheduler]]
 +
* [[Error when launching HRC on Windows 7]]
 +
* [[HRC login fails with a communication error message]]
 +
* [[A Database Connection Error 5051 error appears in HRC 8.0 or 8.5]]
 +
* [[Unable to export Scheduled Report to mapped drive.]]
 +
* [[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]]
 +
* [[Agent names overwritten on charts]]
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* [["Access Denied" error while printing from HRC]]
 +
* [[Error: "Could not start print job" while Printing from HRC]]
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* [[Login/Connection issues of Historical Reports Client over a non-Cisco VPN]]
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* [[HRC Scheduler does not generate reports]]
= Automatic Speech Recognition =
= Automatic Speech Recognition =
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=== General TTS Issues ===
=== General TTS Issues ===
* [[Setting TTS Provider as Default TTS Provider]]
* [[Setting TTS Provider as Default TTS Provider]]
-
* [[How To Bring MRCP TTS Provider To InService State ]]
 
* [[Control prosody rate in PlayPrompt TTS block]]
* [[Control prosody rate in PlayPrompt TTS block]]
* [[TTS Provider shows Last Status when Added Again]]
* [[TTS Provider shows Last Status when Added Again]]
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* [[RTMT does not come up or behaves strangely]]
* [[RTMT does not come up or behaves strangely]]
* [[I cannot log into RTMT]]
* [[I cannot log into RTMT]]
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* [[My ‘Test Connectivity’ for Unified CCX node is failing]]
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* [[My Test Connectivity for Unified CCX Node is Failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[Where can I access RTMT and Analysis Manager logs]]
* [[Where can I access RTMT and Analysis Manager logs]]
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= Cisco Unified CCX Internationalization =
 
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= VXML =
= VXML =
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* [[Not able to fetch grammar and prompt files through CRTP]]
* [[Not able to fetch grammar and prompt files through CRTP]]
* [[VXML tag not working properly with VoiceBrowser]]
* [[VXML tag not working properly with VoiceBrowser]]
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= High Availability and Cluster setup =
 
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* [[Component activation failed during cluster setup]]
 
= High Availability and Failover =
= High Availability and Failover =
* [[RCA for Engine failover]]
* [[RCA for Engine failover]]
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* [[Engine and CAD failover taking long time]]
 
= VoIP Monitor =
= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]
* [[hear nothing while playing back desktop recorded sessions]]
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= CDP =
 
= Cisco Unified CCX CLI =
= Cisco Unified CCX CLI =
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= Cisco Unified CCX IP Address/Hostname change =
= Cisco Unified CCX IP Address/Hostname change =
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* [[IP and Hostname change Log Collection]]
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* [[IP Hostname change Log Collection]]
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* [[Analyzing CCX IP and Hostname change log ]]
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* [[Analyzing CCX IP/Hostname change log ]]
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* [[Identify Cluster Issues after IP and Hostname change]]
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* [[Identify Cluster Issues after IP/Hostname change]]
= Cisco Unified CCX Wallboard Configuration =
= Cisco Unified CCX Wallboard Configuration =
* [[Troubleshooting and Log Collection]]
* [[Troubleshooting and Log Collection]]
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 +
= Cisco Unified CCX CET =
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* [[DB config objects not showing in CET]]
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* [[CET tool exits with CetTool.bat not found error]]
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* [[Enabling remote user account through CLI]]
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* [[Troubleshooting and Log collection]]
= Cisco Unified CCX Licensing =
= Cisco Unified CCX Licensing =
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* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Error: License expired error on admin login]]
* [[Error: License expired error on admin login]]
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* [[Troubleshooting and Log collection]]
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* [[Removing temporary, demo or invalid license files]]

Latest revision as of 19:59, 6 July 2012

Back: Troubleshooting Tips for other releases of 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
    occurred 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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