HCS for Contact Center Solution Troubleshooting Tips test

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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
domain migration.
Manually verify the change of Domain
in AWDB and instance name in all Unified CCE components.
Unified
Communications
Manager
Gateway being spanned and the
Unified Communications Manager is configured to use gateway Media Termination Point
(MTP).
Error message Silent Monitor Session Failed is seen on the supervisor desktop.
Error message No voice is
detected is seen in the silent
monitor logs.
MTP in
use due to
mismatch
in codec.
Mobile Agent uses G.729 codec and rest of the components uses G.711
codec.
Unified Communications
Manager uses default MTP instead of gateway MTP.
Configure the following in gateway:
dspfarm profile 2 MTP codec pass-through.
Unified CVP
Reporting
Server
Tables missing in Informix
database (Unified CVP 9.0).
261: Cannot create file for
table (cvp_dbadmin.call).
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
Data Server
Stop shutdown when Logger
services are started.
Node Manager thread receives Shutdown Message. Cannot
connect to
SQL
Server.
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
credentials.
Ensure the user
credential is created in
Database server SQL
login.
Unified CCDM The test connection button shows
message.
The test connection
button shows message.
Missing folders in the
installation directory.
Copy to missing 'TRANSFORMS' and
'LIB' directory from <drive_letter>:\ProgramFiles\Domain Manager\Provisioning\
into
<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
etc\host file.
UCCE Data
server
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:
Application_Event
Event
Network_Event
Route_Call_Detail
Route_Call_Variable
Termination_Call_Detail
Termination_Call_Variable
Gateway TTS calls fails. MRCPv2 1 ASR TTS license issue.
2 Gateway configuration.
1 Ensure your ASR TTS server has got
sufficient licenses.
2 Check the logs at ASR TTS server at
license manager.
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
make
refer
transfer
call.
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.
Abnormal
Disconnect
of call.
CUBE configuration Ensure you have not added
media-inactivity-criteria
all, timer receive-rtcp
5, timer receive-rtp
1200 under gateway.



 

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