Troubleshooting Tips for Unified Customer Voice Portal
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*[[Unified CVP: Operation Console (OAMP): sqledit.bat throws error, does not start]] | *[[Unified CVP: Operation Console (OAMP): sqledit.bat throws error, does not start]] | ||
*[[Unified CVP: Operation Console (OAMP): Unified CVP OAMP server application shows active in add or remove programs even after the application is completely uninstalled]] | *[[Unified CVP: Operation Console (OAMP): Unified CVP OAMP server application shows active in add or remove programs even after the application is completely uninstalled]] | ||
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= Cisco Security Agent (CSA) = | = Cisco Security Agent (CSA) = | ||
Revision as of 05:51, 23 August 2013
Add tip: Create Contact Center Troubleshooting Tips
Create PDF: Create PDF for Unified CVP Troubleshooting Tips
The following tips were added by Cisco Documentation:
General Troubleshooting
- General Troubleshooting: Intermittent Timeout Issues
- General Troubleshooting: Windows OS Application Log Fills up
- General Troubleshooting: Error When Adding a Dial-Peer
- General Troubleshooting: "Java is Not a Recognized Program" Error
- General Troubleshooting: "Password Does Not Meet the Operating System Security Requirements" Error
- General Troubleshooting: Password Lost or Forgotten
- General Troubleshooting: Server IP Address Has Been Changed
- General Troubleshooting: Unable to Open Command Prompt Window or Other Applications
- General Troubleshooting: When Hyperthreading Is Enabled, Unified CVP Performance Is Degraded
- General Troubleshooting: Users Cannot Login
- General Troubleshooting: Errors Reported by Various Unified CVP Components
- General Troubleshooting: Other Areas to Check
- Unified CVP Error Message is not Heard When IP Originated Call Encounters Error
- Graceful shutdown does not work when Call Server is in partial service
- General Troubleshooting: CVP Processes is not reachable
Call Server
- Call Server: Device Becomes Corrupted
- Call Server: SSL Recovery
- Call Server: Resource Manager Service Fails to Start
- Call Server: Call Server Is Not Reachable
- Call Server: Call Server Cannot Communicate with Co-located Reporting Server
- Call Server: Call Server or VoiceXML Service Cannot Be Restarted
- Call Server: Connection with PIM Dropped, Call Server Going Out of Service
- Call Server: H.323 Service Cannot Access Call Server
- Call Server: Resetting System Clock Stops IVR Service Requests
- Call Server: IVR Service CALL_RESULT Returns Error Code Other than 0
- Call Server: Call Server Is Unreachable
- Call Server: Received ERROR_SCRIPT_NAME = 6 on IVR Service
- Call Server: Invalid Path or File Name
- Call Server: “Dialogue Failure Event” Error in the Call Server Log Files
- Call Server: Call Server “Variable Data Is Invalid” Error
- Call Server: Unable Add IOS Device Because Device Is Already Managed
- Call Server: VRU Application Error in Call Server Log
- Call Server: ECC Variable Contents Truncated after Passing through Call Server
- Call Server: "Have You Configured Your Call Server?" Error
- Call Server: Erratic Behavior When Everything Is Configured Properly
- Call Server: IVR Subsystem Goes into Disabled State When Call Server Service Starts
- Call Server: IVR Subsystem Returns a 500 Rejection on VXML Fetch from Gateway
- Call Server: Full Video Call Disconnected When Routed Through IVP
- Call Server: SIP Code 488 or 603 Returned on Full Video Call Rejection
- Call Server: Full Video Warm Transfer with Queuing Not Working
- Call Server: CVP Warm Transfer With Queuing Get Disconnected
- Call Server: Hold Movie not Visible to Caller on Hold
- Call Server: Full Video Calls Drop upon Dialing the DNIS
- Call Server: Undecipherable Message Is Displayed When the VMS Subsystem Is Down
- Call Server: Connection between Unified CVP and IVP cannot be established when setting up TLS
- Call Server: Only One Call Server Is Receiving Calls
- Call Server: Calls Are Disconnecting
- Call Server: Non-English Video Text Overlay is Garbled in Full Video
- Call Server: Movie Media of Video Micro-Application Cannot be Interrupted
- Call Server: Media Poller timing issues
- Call Server: Invalid Thumbnail Images on VMS Server
- Call Server: CALL Server Cannot Connect to IVP Server
- Call Server: VMS Administrator Replaces Video Content While Agent is Previewing
- Call Server: VMS Administrator Replaces Video Content While Agent is Pushing Initial Video to Caller
- Call Server: Unable to Process Playback Request
- Unified CVP: Call Server - Multiple valid licenses are chosen at random
VXML Server
- VXML Server: Ended Session Request Error
- VXML Server: Ending Session Request Error
- VXML Server: Session Does Not Contain Call Information
- VXML Server: Rapid Multiple Sequential Applications Warning
- VXML Server: Session Loss During a Call Error
- VXML Server: Session Ending within an Element Error
- VXML Server: Empty Error Message
- VXML Server: VXML Server Displays Information of an Old Version
- VXML Server: VXML Server Console Displays No Information
- VXML Server: VXML Server Sample Application Displays Page Not Found
- VXML Server: VXML Server Sample Application Displays Technical Difficulties
- VXML Server: Excessive Unavailable ASR Errors in VXML Server Log
- VXML Server: VXML Server Loggers Not Functioning
- VXML Server: VXML Server Is Unreachable
- VXML Server: VXML Server Does Not Start After Patch
- VXML Server: VXML Server Fails After CVP 7.0 Upgrade
- VXML Server: VoiceXML Scripts Fail
- VXML Server: Call Start Element Deleted From VXML Server
- VXML Server: VoiceXML Application Fails to Access Another Resource
- VXML Server: Error 500: Error Initializing Velocity
- VXML Server: Keytool Error: Failed to Establish Chain from Reply
- VXML Server: VXML Server Statistics Not Available Error Message
- VXML Server: VXML browser cannot stop the execution of the VXML node, when audio file from the previous audio node is missing
- Unified CVP: VXML Server - Error event, error.badfetch, is not thrown when an audio file cannot be played
- Unified CVP: VXML Server error message about java not being a recognized command when running deployApp.bat
- Unified CVP: VXML Server - Resolving badfetch Errors
- Unified CVP: VXML Server - System.out.println( ) is no longer getting printed to Tomcat stdout log
Reporting Server
- Unified CVP: Reporting Server Logging Causes Performance Issues
- Reporting: Agent-initiated calls that result in Prompt Play
- Reporting Server: Cannot Initialize the JDBC Connection
- Reporting Server: CVP Error Log
- Reporting Server: Errors During Reporting Server Database Purge
- Reporting Server: Failure to Receive Messages from the Message Bus
- Reporting Server: No Informix Services Found on Reporting Server
- Reporting Server: Purge Cannot Run
- Reporting Server: Queries Timing Out Under Load
- Reporting Server: Reporting Server Association Error
- Reporting Server: Reporting Server Cannot Connect to Database
- Reporting Server: Reporting Server Cannot Initialize JDBC Connection
- Reporting Server: Reporting Server Goes into Partial Service Mode
- Reporting Server: Reporting Server Is Unreachable
- Reporting Server: Reporting Server Not Receiving Messages From Message Bus
- Reporting Server: Reports Are Slow
- Reporting Server: Starting Informix Database Causes Client Locale Not Set Error
- Reporting Server: What are the Informix Error Codes?
- Reporting Server: Goes to Partial Service Mode
- Unified CVP: Reporting - Agent-initiated calls that result in Prompt Play
- Unified CVP: Reporting Server Installation and Purge
Audio
- Audio: Incoming Audio-Only Calls to IVP Are Not Rejected
- Audio: Caller Hears Nothing but No Errors Logged
- Audio: Caller Does Not Hear Prompt or Expected Event Does Not Occur
- Audio: No Audio After Consult Transfer
- Audio: One-Way Audio on Voice Gateway
- Audio: GetSpeech Micro-Application With Datatype "Currency" Does Not Work with Negative Currencies
- Audio: A Prompt File From Media Server Did Not Run
- Audio: Long Pauses between Prompts
- Audio: Caller Hears System Error Message
- Audio: Prompts Not Played Intermittently, Random Prompts, Random ICM Scripts
- Audio: Prompts Not Played if SetTransferLabel is Configured
- Audio: No Ring Tone When Transfer to Unified CCE Agent
- Audio: Garbled Prompts or Voice
- Audio: Caller Hears Prompt then Dead Air, Fast Busy, or Pause, then Disconnected
- Audio: One-way Voice after Agent Transfer
- Audio: Micro-Application May Not Always Create Correct VoiceXML
- Audio: Large Number of No Matches for Speech Recognition
- Audio: Same Prompt Repeats Multiple Times
- Audio: Cannot Deploy Newly Added Speech Server
- Audio: SpeechWorks Does Not Work with Unified CVP
- Audio: Hearing English System Critical Message When Locale Not Set to en-us
- Audio: Speech and DTMF Keystroke Recognition Take Long Time to Complete
- Audio: Speech Recognition Does Not Recognize Wide Character String Grammars
- Audio: Large Number of Invalid Entries for Speech Recognition
- Audio: DTMF Barge-in Not Detected
- Audio: Clicking Noise Heard During Scansoft TTS on IP Phones
- "Failed - Device is using an old Unified CVP version that does not support this operation"
Transfer and Connect
- Transfer and Connect: Agent Does Consult Transfer to CVP and Completes Consult While Connected to IVR
- Transfer and Connect: Agent Available and Transfer Does Not Happen
- Transfer and Connect: Problem with IP Transfer
- Transfer and Connect: Agent Cannot Transfer Calls to Unified CVP or Another Agent
- Transfer and Connect: Agent Cannot Perform a Consult Transfer and Conference to a Second Agent
- Transfer and Connect: Ringtone Video Is Not Visible During Consult Transfer
- Transfer and Connect: When a Call Is IP Transferred, the Caller Is Disconnected
- Transfer and Connect: A Call Placed from an Analog Phone on an FXS Port Fails
- Transfer and Connect: Calls Dropped When a Caller Tries to Invoke Supplementary Services
- Transfer and Connect: Call is Disconnected during IP Transfer and the Gatekeeper Is Configured
- Transfer and Connect: Agent Desktop Gets a "Call Failed Due to Network Interruption" Error
- Transfer and Connect: Call Back For IVR Service Treatment or Subsequent Network Transfer Fails
- Transfer and Connect: Call Disconnected As Soon As Agent Answers
- Transfer and Connect: Call Immediately Disconnected and Caller Hears Nothing
- Transfer and Connect: Agent Goes Ready, Queued Caller Never Delivered to Agent
- Transfer and Connect: Post-Route Transfers Do Not Work
- Transfer and Connect: No Ringback on Blind Transfer
- Transfer and Connect: RONA and Router Requery Not Working as Expected
- Transfer and Connect: Call Disconnected as Soon as Agent Answers
- Transfer and Connect: DTMF Tones not Recognized
- Transfer and Connect: Re-route On No Answer CallDisposition RNA Code 19
Unified Communications Manager
Unified ICME
- Unified ICME: Unified ICME Lookup Requests Show 0
- Unified ICME: Unified ICME Timeout Occurs and No Error Found
- Unified ICME: Call Receives Default Route Label From Unified ICME
- Unified ICME: Running Out of ECC Variable Space
- Unified ICME: VRU Script Returns Incorrect Result
- Unified ICME: Incorrect Number for Play Data Micro-applications
- Unified ICME: Caller Is Restarted at Beginning of ICM Script
- Unified ICME: Numeric data Is not Playing in the Expected Format
- Unified ICME: Unified ICME Service Control Only Displays H.323 Service After Core Software Install
- Unified ICME: Error Code 31, 32, 33 Returned to ICM Script
- Unified ICME: Error Code 9 Returned to ICM Script
Content Services Switch
H.323 Troubleshooting
- H.323 Troubleshooting: H.323 Service Process Restarts Unexpectedly
- H.323 Troubleshooting: H.323 Service Out of Service
- H.323 Troubleshooting: H.323 Service Log Indicates Wrong Number of Licensed IVR Service Ports
- H.323 Troubleshooting: H.323 Service Must be Registered with Gatekeeper to Perform IP Transfers Error
- H.323 Troubleshooting: Unexpected Event for the Gatekeeper Registrations Error
- H.323 Troubleshooting: VBadmin Command Fails
- H.323 SNMP Trap Codes
SIP Troubleshooting
- SIP Troubleshooting: SIP to SIP Calls Do Not Play Ring Ringback Tone
- SIP Troubleshooting: Assigning DN Auto Answer Settings for Shared Lines
- SIP Troubleshooting: SIP Calls Experience Long Delay or Fast Busy
- SIP Troubleshooting: SIP Calls Receives 500 Internal Server Error "Routing Failed" Event
- SIP Troubleshooting: SIP Call Receives 489 Bad Event Message
- SIP Troubleshooting: Back to Back User Agent (B2BUA) Sending 503 Server Not Available
- SIP Troubleshooting: REJECTED WITH 401 - Unauthorized Reason: Q.850;cause=57
- SIP Troubleshooting: MTP Resource Allocated Even Though MTP is Disabled
- SIP Troubleshooting: SIP Call Fail on SIP Trunk on Unified CM to Back to Back User Agent
- SIP Troubleshooting: SIP Call Is Cleared From Unified CVP with Code 127
- SIP Troubleshooting: Critical Error Audio Is Not Heard on an Abnormal Disconnect SIP Call
- SIP Troubleshooting: SIP Calls Survivability Script Failing
- SIP Troubleshooting: 482 Loop Detected Error from CUPS SIP Proxy
- SIP Troubleshooting: SIP Call Fails with 404 Not Found Error Message
- SIP Troubleshooting: H.323 Gateway/SIP Call with IVR Service is Terminated with Reason Code: Q.850;Cause=38
- SIP Troubleshooting: SIP Call Drops When Mobile Agent's Phone (Remote CTI Port) is Busy
SNMP Troubleshooting
Installation/Upgrade Troubleshooting
- Installation Troubleshooting: Increase Size of the Virtual Memory Paging File
- Installation Troubleshooting: InstallShield Engine Cannot Be Installed
- Installation Troubleshooting: File in Use Message When Uninstalling
- Installation Troubleshooting: Error Uninstalling WebSphere Application Server
- Installation Troubleshooting: Password Issues
- Installation Troubleshooting: Reporting Password Error During Installation
- Installation Troubleshooting: Install Radvision Package in Linux
- Installation Troubleshooting: Dialog Box During Reporting Uninstallation
- Installation Troubleshooting: Install with Non-US English Region/Locale Settings
- Installation Troubleshooting: Call Server CPU spikes to 90%-100%
- Unified CVP: Cannot upgrade to Call Studio 7.0(2) if Call Studio 7.0 was installed on an unsupported OS
- Unified CVP: Installation/Upgrade Troubleshooting: Reporting - failure launching the Informix installer
- Unified CVP: Installation/Upgrade Troubleshooting: Upgrade fails with ERROR: Unable to set permissions
Gateway Troubleshooting
- Gateway Troubleshooting: Ringing Stops on IP Phone Calling TDM
- Gateway Troubleshooting: Gateway Cannot Connect to ASR/TTS Server
- Gateway Troubleshooting: Pressing Digit 9 Causes No-Match
- Gateway Troubleshooting: Receiving Bootstrap Warning Error
- Gateway Troubleshooting: Switch Transfer Is Not Going to the Gateway Defined in the Gatekeeper Zone Prefix Command
- Gateway Troubleshooting: Undeclared ECMAScript variable audium_vxmlLog
Unified Presence Server
- Unified Presence Server: Installation Keeps Failing in Network Connectivity Validation Page
- Unified Presence Server: The Install Complains About Hardware Check Failure
- Unified Presence Server: Call Fails When Transferred to Agent
Operations Console (OAMP)
- Operations Console (OAMP): OAMP Functionality Is Limited
- Unified CVP: Operation Console (OAMP): FireFox Password Manager Utility Causes Confusion
- Unified CVP: Operation Console (OAMP): sqledit.bat throws error, does not start
- Unified CVP: Operation Console (OAMP): Unified CVP OAMP server application shows active in add or remove programs even after the application is completely uninstalled
Cisco Security Agent (CSA)
Support Tools
Backup and Restore
- Backup and Restore: Reporting Server Purging Daily
- Backup and Restore: Changing Backup Server Requires Restart
- Backup and Restore: "Retrying ASR Server. Last tried BACKUP asr-en-US-backup. primary tried:0, backup tried:1" Error
Call Studio
Courtesy Callback
- Unified CVP: Courtesy Callback Record Name Beep is not Heard
- Courtesy callback is not offered, when EWT in the ICM is set more than 30 minutes
System CLI Troubleshooting
- Unified CVP: System CLI: Command takes long time to complete
- Unified CVP: System CLI: Missing data
- Unified CVP: System CLI: System mode takes a long time for initialization on first attempt or system init
- Unified CVP: System CLI: Unable to login
Web Services Manager (WSM) Troubleshooting
- Unified CVP: WSM - Diagnostic Portal API response contains error
- Unified CVP: WSM - Diagnostic Portal API returns partial data
- Unified CVP: WSM - Unable to get any response from WSM
- Unified CVP: WSM - Unable to login WSM user
PGW Troubleshooting
- PGW: DTMF is not recognized
- PGW: Music on hold cannot be heard by caller
- PGW: Blind transfer ringtone cannot be heard
- PGW: Delay in failover causes additional dropped calls
Agent Greeting
- Agent Desktop Does Not Enable Login
- Agent Greeting Enable/Disable Button is Grayed
- Agent Greeting Fails to Play - ICM Router Event ID: 64 EnterpriseAgent PIM Event ID: 27
- Agent Greeting Fails to Play - Agent PIM log has no route request
- Agent Greeting Fails to Play - Agent greeting disabled for agent
- Agent Greeting Fails to Play - CRITICAL: Failed to resolve hostname
- Agent Greeting Fails to Play - EnterpriseAgent PIM Error ID: 41
- Agent Greeting Fails to Play - EnterpriseAgent PIM Error ID: 42
- Agent Greeting Fails to Play - EnterpriseAgent PIM Error ID: 43
- Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 36
- Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 38
- Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 40
- Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 49
- Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 52
- Agent Greeting Fails to Play - EnterpriseAgent PIM Event ID: 57
- Agent Greeting Fails to Play - ICM Router Error Code: 63 EnterpriseAgent PIM Event ID: 27
- Agent Greeting Fails to Play - ICM Router Event ID: 637
- Agent Greeting Playback Gets Cut Off
- Agent Greeting Record Application Fails
- Agent Greeting Recording Fails - Check Required Information,exit,no ftp server
- Agent Greeting Recording Fails - FTP Deployment Error,enter
- Agent Greeting Recording Fails - Record Greeting With Confirm,exit,max disconfirmed
- Agent Greeting Recording Fails - Record Greeting With Confirm,exit,max noinput
- Agent Greeting Recording Fails - Record Greeting With Confirm,exit,max nomatch
- Agent Greeting Recording Fails - Script aborts at the RunExternalScript node
- Agent Unable to Record Greeting - ICM Router Event ID: 63, 66 EnterpriseAgent PIM Event ID: 43
- Agent Unable to Record Greeting - ICM Router Event ID: 63, 66 EnterpriseAgent PIM Event ID: 44
Agent Whisper
- Agent Whisper - Call Fails
- Agent Whisper - Poor Caller Rington Quality
- Caller Hears Silence Before the Greeting Plays
- Canned AG.ICMS Script Fails to Play VRU Script when the Call needs to be Queued
- Whisper Announcement Fails to Play
- Whisper Announcement Fails to Play - Call.WhisperAnnouncement variable set without
- Whisper Announcement Fails to Play - B2BUA is not configured
- Whisper Announcement Fails to Play - During Transfer Request
- Whisper Announcement Fails to Play - No Default Label Configured
- Whisper Announcement Fails to Play - Whisper Call Setup Failed
- Whisper Announcement Fails to Play - Whisper Prompt Playback Failed
