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Revision as of 17:24, 6 July 2012

Back: Troubleshooting Tips for other releases of Unified Contact Center Express

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The following tips were added by Cisco Documentation:

Linux-to-Linux Upgrade

• L2 Upgrade Errors Out Saying Upgrade Is Not Allowed
• If Switch Version Fails on Unified CCX, Reboot the Server

Unified Sign-On

• Unable to Log In to Unified CCX Administration Using the Unified CM End User
• Unable to Assign Capability to Unified CCX User from Unified CCX Administration
• Unable to Log In to Unified CCX Administration with Application User Credentials
• Unable to Browse to Cisco Unified Serviceability from Cisco Unified CCX Administration
• Reset Application User Credentials
  

Refresh Upgrade

• Unable to Upgrade to 9.0(1) from 8.x
• Unable to Install Refresh Upgrade COP Patch File on 8.x
• Unable to Determine if Refresh Upgrade is Successful
• Switch Version Fails on Pub Even After the Upgrade is Successful
  
• Logs to Collect if Refresh Upgrade Fails
  

Web-Based Chat

Chat Configuration in Appadmin

• Chat Subsystem is in Not Configured State
  
• Unified CCX AppAdmin SocialMiner Configuration Page Shows a Mismatch for Feed/Campaign/Notification
• AppAdmin Authentication Page Opens as a Blank Page
  

Chat Serviceability

• Chat Subsystem is in Not Configured State
  
• Chat Subsystem is in Partial Service
  
• Agent Not Receiving Contacts
  
• Contact Injection Fails: How to Validate if SocialMiner is Fully Operational
  

Chat Agent Desktop

• Chat Agent/Supervisor URL Gives 404 Error
  
• Chat Agent/Supervisor URL Gives Security Warning
  
• Getting Certificate Error While Logging In to Chat Agent Desktop
  
• Chat Agent Login Fails
  
• Chat Agent Not Able to Change State
  
• Chat Agent Not Able to Receive Injected Contact
  
• Chat Window Fails to Open in Chat Agent Desktop
  
• Chat Window Opens with Certificate Error
  
• Fails to End Chat in the Chat Window
  
• Agent Redirected to Login Page when in Ready/Not Ready State
  
• Agent Moved to Logout State While Chat In Progress
  
• Customer Website not Able to Inject Contact
• Customer Form Submission Takes an Unreasonably Long Time or Request Times Out
  

Chat Supervisor Desktop

• Chat Supervisor Desktop Login Issues
• Chat Supervisor Desktop Report Issues
• Getting Certificate Error While Trying to Log In to Chat Supervisor Desktop

Cisco Unified Intelligence Center Reporting

Cisco Unified Intelligence Center Configuration in Appadmin

• Unable to Switch to Cisco Unified Intelligence Center Reporting
• Unable to Add Reporting Capability to a User
• Unable to Set SMTP Configuration for Cisco Unified Intelligence Center

Cisco Unified Intelligence Center Web UI Issues

• Unable to Access Cisco Unified Intelligence Center Page
• Cisco Unified Intelligence Center Is Not Redirected to the Proper Node
• Exception Stack Trace Appears while Accessing Cisco Unified Intelligence Center
• Error on the Cisco Unified Intelligence Center Login Page

User Sync/Login

• Unable to Log In to Cisco Unified Intelligence Center
• Logged-In User Does Not Have Any Roles in Cisco Unified Intelligence Center

Report Execution Issues

• Report Execution Fails with Database Error
• Report Run Time Is Longer Than the Actual Run Time
• Report Execution Fails
• Unable to Get Scheduled Email Reports
• Scheduled Report Execution Fails

Cisco Unified Intelligence Center Serviceability

• How to Collect Cisco Unified Intelligence Center Logs
• How to Collect Cisco Unified Intelligence Center Upgrade/Switch-Version Logs
• Log and Trace Configuration Fails for Cisco Unified Intelligence Center

Cisco Unifed Intelligence Center Database Replication

• Replication Status for Cisco Unified Intelligence Center Says Not Connected
• Mismatch in Data in Cisco Unified Intelligence Center Tables over the Cluster
• Repair Replication Fails