HCS for Contact Center Solution Troubleshooting Tips test
|Product||Problem Summary||Error Code or Summary||Condtion||Possible Cause||Recommended Action|
|Unified CCE|| Change Domain in Instance |
management should migrate all Unified CCE components to new domain.
| Stop shutdown when AWDB services are started, after|
| Manually verify the change of Domain |
in AWDB and instance name in all Unified CCE components.
| Gateway being spanned and the|
Unified Communications Manager is configured to use gateway Media Termination Point
| Error message Silent Monitor Session Failed is seen on the supervisor desktop. |
Error message No voice is
detected is seen in the silent
| MTP in|
use due to
| Mobile Agent uses G.729 codec and rest of the components uses G.711|
Manager uses default MTP instead of gateway MTP.
| Configure the following in gateway:|
dspfarm profile 2 MTP codec pass-through.
| Unified CVP|
| Tables missing in Informix|
database (Unified CVP 9.0).
| 261: Cannot create file for|
130: ISAM error: no such
DBspace Error in line 92.
| || The install process is not|
waiting for the cvp_data
dbspace to be created before trying to create
the tables in it.
|Manually run the scripts called out in the DatabaseConfig.pl script to get the tables created.|
| Unified CCE|
| Stop shutdown when Logger|
services are started.
|Node Manager thread receives Shutdown Message.|| Cannot|
|SQL server is not associated with the Built-In administrator account of current domain.|| |
Log in to the SQL Server Management
studio. Create a new Login for Built-In Administrator under
Security - Logins - New Login.
|Unified CCDM|| Unified CCDM web portal is|
not getting launched.
| —||—|| User should be able to login with windows|
| Ensure the user|
credential is created in
Database server SQL
|Unified CCDM|| The test connection button shows|
| The test connection|
button shows message.
|—|| Missing folders in the|
| Copy to missing 'TRANSFORMS' and|
'LIB' directory from <drive_letter>:\ProgramFiles\Domain Manager\Provisioning\
<drive_letter>:\Program Files\Domain Manager\ICE\plugins\ directory.
|Unified CCDM||Web portal not opening.||Cluster system not ready.||—|| Connection Updater is|
configured with wrong server name.
|In the web server change the server name to database server name in case of a distributed system.|
|Unified CCDM|| Different customer instance having|
same AW machine name.
|Name already exists.||—||—|| Change the machine name in the wizard and add an entry in the|
| UCCE Data|
| Incorrect Call records during|
Load longevity test.
|—||—||Data purges due to insufficient logger DB size.|| Ensure that logger database SIZE is as per Specification given in|
Installing and Configuring Cisco
HCS for CC document.
During Logger installation ensure to set the retention period
to 40 days for the following:
|Gateway||TTS calls fails.||—||MRCPv2|| 1 ASR TTS license issue.|
2 Gateway configuration.
| 1 Ensure your ASR TTS server has got|
2 Check the logs at ASR TTS server at
3 Ensure your gateway configuration is aligned with the ASR TTS
configured in Unified CVP.
4 Check the logs in IOS gateway with debug ccsip message.
|Gateway||Refer Transfer calls fails.||—|| Cannot|
|Gateway configuration.|| 1 Ensure you have added no|
supplementary-service sip refer under Voice Service VOIP.
2 Check the logs in IOS gateway with debug ccsip message.
|ASR CUBE|| Calls fails and agents not able|
handle the calls.
|CUBE configuration|| Ensure you have not added|
all, timer receive-rtcp
5, timer receive-rtp
1200 under gateway.