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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

Chapter 1 About Serviceability

Unified CCX Call Statistics, Recording, and Monitoring Server Serviceability Support

Unified CCX Call Statistics, Recording, and Monitoring Server
Serviceability Support

You can set up a dedicated server for monitoring, recording, and maintaining Unified CCX statistics.
Such a server is called an Unified CCX Call Statistics, Recording, and Monitoring Server. You can also
set up a dedicated server or servers for monitoring. These servers are called Unified CCX Call
Monitoring Servers. The CRS installation process automatically sets up and configures serviceability on
these dedicated servers.

Serviceability enables CiscoWorks support and third-party NMS support for the servers and includes:

•

Cisco Discover Protocol (CDP) support, which enables the Media Convergence Server (MCS) to be
discovered automatically by CiscoWorks.

•

CISCO-CDP-MIB support.

•

SYSAPPL-MIB support, which provides run-time status, version information, and application
discovery for voice recording and monitoring services.

•

Standard third-party MIB support.

•

EMBLEM support for CiscoWorks.

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Summary of Contents for Cisco Unified Queue Manager

Page 1: ...CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Cisco Unified Contact Center Express Cisco Unified IP IVR and Cisco Unified Queue Manager Release 5 0 1 June 2007 ...

Page 2: ... operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CISCO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFR...

Page 3: ...d Field Notices v Obtaining Technical Assistance v Cisco Support Website v Submitting a Service Request vi Definitions of Service Request Severity vii Obtaining Additional Publications and Information vii P A R T I Serviceability C H A P T E R 1 About Serviceability 1 1 About CRS Serviceability 1 1 Serviceability Support 1 1 CiscoWorks Support 1 2 Syslog Support 1 3 Remote Serviceability 1 3 Unifi...

Page 4: ... A P T E R 3 Alarm Service 3 1 About Alarms 3 1 Cisco CRS Alarm Service 3 1 Starting and Confirming the Alarm Service 3 2 Configuring the Alarm Service 3 3 Viewing Alarm Messages 3 3 Viewing Alarm Messages Sent to a Syslog Server 3 3 Viewing Alarm Messages Sent to an SNMP Trap Receiver 3 5 Viewing Alarm Messages Sent to a Windows Event Log 3 5 Alarm Definitions 3 5 Finding Information About an Ala...

Page 5: ...ng Updated CDP Driver and Interface Files 5 4 Default CDP Settings 5 4 C H A P T E R 6 Cisco Support Tools 6 1 About Cisco Support Tools with Cisco CRS 6 1 Accessing Cisco Support Tools 6 1 P A R T II Troubleshooting C H A P T E R 7 Diagnosing and Correcting Cisco CRS Problems 7 1 General Troubleshooting Steps 7 1 C H A P T E R 8 Troubleshooting Tips 8 1 Installation Problems 8 2 One node on a CRS...

Page 6: ...12 Agent or CSQ does not appear in Cisco Desktop Administrator CDA 8 12 Agents do not appear in the Resources area in the Unified CCX Configuration web page 8 13 You cannot select the order of agents 8 13 Agent does not go to Work state after handling a call 8 13 A media step causes a Could not create PlayPromptDialog Object exception 8 14 Unable to make any Unified CCX configuration changes 8 14 ...

Page 7: ...he CRS Admin Utility fails due to data corruption 8 24 The CRS Admin Utility will not run on a none bootstrap node 8 25 The CRS Admin Utility will not run since the Node Manager hung 8 25 CRS Database Problems 8 25 Cannot configure Application or System parameters from their pages in CRS Administration 8 26 HR client login error 8 26 Cannot activate DB components on HA node 8 26 CRS Databases are ...

Page 8: ...eporting Problems 8 40 Attempting to run a real time report causes an error 8 40 After installing JRE the user receives a message from real time reporting saying to install JRE 8 41 CRS Historical Reporting Problems 8 41 Exported PDF report does not print in landscape orientation 8 42 User login missing in Windows XP after installing HR client 8 42 Client and Server security policies do not match ...

Page 9: ...ppear in Windows status bar 8 52 Error message appears indicating connection with database is broken 8 53 Automatic Speech Recognition ASR Problems 8 53 Names are not recognized 8 53 Recognition never times out 8 54 Alternate pronunciations and nicknames are not recognized 8 54 Reduced call completion rate under heavy load while using an MRCP ASR Group 8 54 MRCP ASR subsystem is out of service 8 5...

Page 10: ...tware slows Call Completion Rate 8 68 CRS Internationalization Problems 8 68 Results not as expected for first name and last name in Chinese Japanese and Korean 8 68 Language specified is not accepted or played 8 69 VXML Problems 8 69 Voice Browser Step troubleshooting steps 8 69 Timeout attribute for non input does not work 8 70 Menu Choice DTMF does not work 8 70 High Availability and Bootstrap ...

Page 11: ...ubleshooting Guide Release 5 0 1 Cluster time synch fails 8 76 CRS Servers respond slowly in HA environment 8 76 Multilple failovers with high CPU usage 8 76 VoIP Monitor Problems 8 76 VoIP monitor does does not work correctly 8 77 CRS fails to start 8 77 I N D E X ...

Page 12: ...Contents x Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 ...

Page 13: ...ability Provides an overview of the Cisco CRS serviceability support and the support provided when an expansion server is used Chapter 2 Simple Network Management Protocol Support Describes how you can use SNMP to monitor and manage your CRS system Chapter 3 Alarm Service Describes how to configure the Cisco CRS Alarm Service and view alarm messages Chapter 4 Trace Describes how to configure the c...

Page 14: ... 8 Troubleshooting Tips Provides troubleshooting tips for the various elements of the CRS system Each tip contains the symptom of a problem the possible cause of the problem and the corrective action for the problem The tips are grouped by category Part Chapter Title Description Convention Description boldface font Boldface font is used to indicate commands such as user entries keys buttons and fo...

Page 15: ...for Cisco hardware and software products With the DVD you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL http www cisco com univercd home home htm The Product Documentation DVD is created and released regularly DVDs are available singly or by subscription Registered Cisco com users can order a Product Documentation DVD product number DOC DOCD...

Page 16: ...oducts Register to receive security information from Cisco A current list of security advisories security notices and security responses for Cisco products is available at this URL http www cisco com go psirt To see security advisories security notices and security responses as they are updated in real time you can subscribe to the Product Security Incident Response Team Really Simple Syndication ...

Page 17: ...ables you to create a profile and choose those products for which you want to receive information To access the Product Alert Tool you must be a registered Cisco com user Registered users can access the tool at this URL http tools cisco com Support PAT do ViewMyProfiles do local en To register as a Cisco com user go to this URL http tools cisco com RPF register register do Obtaining Technical Assi...

Page 18: ...t to the Search box on the resulting page and then click the Technical Support Documentation radio button To provide feedback about the Cisco com website or a particular technical document click Contacts Feedback at the top of any Cisco com web page Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests S3 and S4 service request...

Page 19: ... for a variety of Cisco e mail newsletters and other communications Create a profile and then select the subscriptions that you would like to receive To visit the Cisco Online Subscription Center go to this URL http www cisco com offer subscribe The Cisco Product Quick Reference Guide is a handy compact reference tool that includes brief product overviews key features sample part numbers and abbre...

Page 20: ... discuss networking What s New in Cisco Documentation is an online publication that provides information about the latest documentation releases for Cisco products Updated monthly this online publication is organized by product category to direct you quickly to the documentation for your products You can view the latest release of What s New in Cisco Documentation at this URL http www cisco com un...

Page 21: ...P A R T I Serviceability ...

Page 22: ......

Page 23: ...co CRS system Serviceability enables this support through CiscoWorks and through any third party network management system NMS that uses standard protocols These protocols include Syslog Simple Network Management Protocol SNMP XML and HTTP Serviceability Support Serviceability allows you to monitor and discover the status of the installed components of your Cisco CRS system its subsystems and its ...

Page 24: ...rformance Monitoring Allows you to monitor the performance of the Cisco CRS system For more information refer to your Microsoft Windows documentation Microsoft Windows 2003 Terminal Service Provides remote systems with access to Windows based applications through terminal emulation Windows 2003 Server Terminal Services are integrated with the Windows 2003 operating system For more information refe...

Page 25: ... at this URL http www cisco com en US products sw cscowork ps3996 tsd_products_support_series_home html Remote Serviceability Many of the serviceability tools can be used by a Cisco Service Engineer CSE to assist you with the management and administration of your Cisco CRS system These tools allow CSEs to remotely gather system and debugging information if you require help with troubleshooting or ...

Page 26: ... also set up a dedicated server or servers for monitoring These servers are called Unified CCX Call Monitoring Servers The CRS installation process automatically sets up and configures serviceability on these dedicated servers Serviceability enables CiscoWorks support and third party NMS support for the servers and includes Cisco Discover Protocol CDP support which enables the Media Convergence Se...

Page 27: ...ormation about your Cisco CRS system You can refer to this information to monitor and manage the status of the Cisco CRS system its subsystems and its related installed components You can also use this information to troubleshoot problems if they arise You can set up SNMP traps to automatically notify you of high severity messages and errors that are generated by the Cisco CRS system SNMP Basics A...

Page 28: ...sco CRS system supports these MIBs SYSAPPL MIB Provides system information such as installed applications application components product version processes that are running and process start time For more information see SYSAPPL MIB page 2 2 CISCO VOICE APPS MIB Contains information about supported SNMP traps For more information see CISCO VOICE APPS MIB page 2 6 CISCO CDP MIB Provides information ...

Page 29: ...Datastore Cisco CRS Config Datastore Cisco CRS Agent Datastore Cisco Recording Cisco Monitoring The SYSAPPL MIB also provides access to the Cisco CRS Services including Cisco CRS Cluster View Daemon including but not limited to Manager Manager Log Manager Config Manager Executor Manager Cluster Manager Node Manager Socket Manager Cisco CRS Administration including but not limited to Manager Manage...

Page 30: ...ger Script Manager Expression Manager Socket Manager RTP Port Manager Contact Manager Channel Manager Session Manager ICM Subsystem JTAPI Subsystem CMT Subsystem MRCP ASR Subsystem MRCP TTS Subsystem eMail Subsystem RmCm Subsystem Voice Browser Subsystem Core Real Time Reporting Subsystem Enterprise Server Data Subsystem Database Subsystem VoIP Monitor Subsystem HTTP Subsystem Outbound Subsystem S...

Page 31: ...ng and Monitoring Server or on an Unified CCX Call Monitoring Server Cisco CRS Recording and Statistics RAS Server Cisco CRS VoIP Monitor Server The SYSAPPL MIB also allows you to use CiscoWorks or a third party NMS to remotely access information about the status of the SQL services MSSQLService and SQLServerAgent For a standalone CRS server a server on which CRS but not Cisco Unified Communicatio...

Page 32: ... identify these important system events Traps can also come from the Alarm Service The Alarm Service forwards messages to the SNMP trap subagent which sends the messages to the SNMP trap receiver in the proper format SNMP Trap Messages Table 2 1 shows the Cisco CRS SNMP trap messages that are sent to an NMS specified as a trap receiver These trap messages can be sent for each subsystem shown in SY...

Page 33: ...ty strings Serve as passwords for SNMP information A system can exchange SNMP information only with systems in the same community Valid sources for SNMP requests Read write privileges Whether systems can only read SNMP information or can read and write information For additional information about SNMP security refer to your Microsoft Windows documentation To configure the SNMP trap sender see thes...

Page 34: ...e information about SNMP security refer to your Microsoft Windows documentation To set up community names and privileges follow these steps Step 1 From the Windows desktop choose Start Settings Control Panel Step 2 Double click Administrative Tools Step 3 Double click Services The Services window appears Step 4 Right click SNMP Services and chooseProperties Step 5 Click the Security tab Step 6 In ...

Page 35: ...ows desktop chooseStart Settings Control Panel Step 2 Double click Administrative Tools Step 3 Double click Services The Services window appears Step 4 Look at the Status field in the SNMP Service row If this field displays Started the SNMP Service is running If this field is blank the SNMP Service is not running To start the SNMP Service right click SNMP Service and choose Start To stop the SNMP ...

Page 36: ...otocol Support Setting up SNMP Traps Figure 2 1 Traps During Startup Snapshot of Traps During Shutdown The following example shows a snapshot oftraps generated by CRS during shutdown To view this file more clearly in Acrobat use the Zoom In icon on the Acrobat menu bar to increase the text size Figure 2 2 Traps During Shutdown ...

Page 37: ...rs By default the Cisco CRS system also writes alarm information to trace files You can use the information in a trace file for further analysis of a problem Cisco CRS Alarm Service The Cisco CRS Alarm Service is installed as part of the Cisco CRS installation process It is a Windows service that receives alarms about system events from the Cisco CRS Engine Cisco CRS Node Manager Cisco CRS Adminis...

Page 38: ...available 2 CRITICAL_ALARM Critical failure that prevents the application from accomplishing a task 3 ERROR_ALARM Critical failure that prevents the application from accomplishing a task 4 WARNING_ALARM Problem exists but it does not prevent the application from completing its tasks 5 NOTICE_ALARM Notification of a normal but significant condition 6 INFORMATIONAL_ALARM Information that does not re...

Page 39: ...gs of alarm messages are stored The default is catalog This information is entered as part of the installation process You cannot change this information Syslog Server Name Enter the IP address or the host name of the Syslog server to which alarm messages are be sent If you are using CiscoWorks enter the IP address or the host name of the CiscoWorks server If this field is blank the system sends a...

Page 40: ...lways set to UTC to avoid any time zone name discrepancy FACILITY Allowed characters A Z 0 9 _ CDP Cisco Discovery Protocol ALIGN Memory optimization in RISC A code consisting of two or more uppercase letters that indicate the facility to which the message refers A facility can be a hardware device a protocol or a module of the system software Note that this is not the same as the UNIX Syslog serv...

Page 41: ...ministrative Tools Step 3 Double click Event Viewer Step 4 On the Tree pane click the item for which you want to view information Alarm Definitions Cisco CRS maintains a list of alarm catalogs Each of these catalogs contains a list of alarms Each alarm contains a definition of the alarm which includes the alarm name a description an explanation recommended actions and related information An alarm ...

Page 42: ...d then click Search For a specific alarm message name type the name of the alarm in the Enter Alarm Name field and then click Search A list of the alarm message names that you requested appears If the list contains more than one page you can click First Previous Next or Last to move through the list You can also type a page number in the Page field and click Page to move to that page Step 2 To see...

Page 43: ... Cisco Desktop Product Suite Installation Logs page 4 11 CRS Log Collection Tool page 4 11 About Trace Files A trace file is a log file that records activity from the Cisco CRS components Trace files let you obtain specific detailed information about the system that can help you troubleshoot problems The Cisco CRS system can generate trace information for every component subfacility This informati...

Page 44: ... file created Note that the examples shown here are for the Cisco CRS Engine component Follow the same procedures for the other components substituting the component s name To change any of these default trace file parameters follow these steps Step 1 From the Cisco CRS Administration menu choose System Tracing The Trace Configuration page appears Step 2 Choose and expand a component from the navi...

Page 45: ...wn in the following table For each subfacility you can select a trace level of Debugging Alarm Tracing both selections or no selections These selections specify the messages that the system sends to a trace file Table 4 1 shows the effect of each trace level settings For an explanation of message severity levels see Cisco CRS Alarm Service page 3 1 Table 4 1 Messages Sent to a Trace File Selection...

Page 46: ...NFIG Archive Configuration Component AC_DATABASE Archive Database Component AC_JTAPI JTAPI Archive Component AC_OS Archive Operating System Component AC_SPANLINK CAD CSD Archive Component ADM Administration Client ADM_CFG Administration Configuration APP_MGR Applications Manager ARCHIVE_MGR Archive Manager AW_CFG Restore Administration Configuration BARBI_CLI Backup and Restore Client Interface BO...

Page 47: ...gnaling and Monitoring Interface LIB_APPADMININTERCEPTOR CRS Administration Interceptor Library LIB_AXL AXL Library LIB_CFG Configuration Library LIB_CRTP CRTP Library LIB_DATABASE Database Library LIB_DIRECTORY Directory Access Library LIB_EVENT Event Message Library LIB_ICM Unified ICME Library LIB_JASPER Jasper Tomcat Library LIB_JCUP JavaCup Library to parse expressions LIB_JDBC JDBC Library L...

Page 48: ...erprise Server Subsystem SS_HTTP HTTP Subsystem SS_ICM Unified ICME Subsystem SS_MRCP_ASR MRCP ASR Subsystem SS_MRCP_TTS MRCP TTS Subsystem SS_OUTBOUND Preview Outbound Dialer Express Subsystem uses MIVR log file SS_RM Resource Manager Subsystem SS_RMCM Resource Manager Contact Manager Subsystem SS_RTR Real Time Reporting Subsystem SS_SIP SIP Subsystem SS_TEL JTAPI Subsystem Telephony SS_VB Voice ...

Page 49: ...File Configuration from the navigation bar Step 3 Check or uncheck the desired boxes in the Active trace level option list and in the Inactive trace level option list Step 4 Click Update Step 5 If you made any changes in the Inactive trace level option list stop and restart the Cisco CRS Engine to reflect your changes in the trace file STEP_CALL_CONTACT Call Contact Steps STEPS_CONTACT Contact Ste...

Page 50: ...subfacility select the levels of debugging for specific subfacilities and click Update The trace file appears in a separate window Interpreting a Trace File The trace files contain information in standard Syslog format The file includes some or all of the following information for each event that it records Line number Date and time the event occurred Facility and subfacility name Severity level M...

Page 51: ...t the top and choose the component for which you want to enable the thread dump Step 4 Click Dump Threads Trace Displaying the Thread Dump Trace File To display the thread dump trace file follow these steps Step 1 From the Cisco CRS Administration menu choose System Control Center The Control Center web page appears Step 2 Click Servers and choose the server hostname from the navigation bar if it ...

Page 52: ...or Program Files wfavvid log MEDT log Archive Tool TEMP log MARC log Serviceability components 1 Alarm Service 2 SNMP SYSApp 3 SNMP CDP 1 Program Files Cisco AlarmService AlarmServiceLog 2 Program Files Cisco AlarmService Log ALARM 3 Program Files Cisco bin 1 log 2 SnmpSysAppImpl log 3 SnmpCdpImpl log Transaction components 1 Transaction Manager s Persistence directory Do Not delete or modify this...

Page 53: ...tion defined above until the uninstall reboot when they are removed from the system InstallShield silent uninstall file is at the root of the BootUp drive InstallShield install uninstall debug files are at the root of the C drive CRS Log Collection Tool The CRS Log Collection Tool provides a way for you to collect all of the log files you want to view into one zip file The tool also provides a way...

Page 54: ...omponents for which you want to collect log files and then browse to a location where you want to move the zip file by clicking the button next to the Source Drive field Select the location for the zip file it then appears in the Source Drive field Then click Save If you choose a location on the CRS system instead of on a network drive a warning message appears asking if you want to continue Step ...

Page 55: ...messages to a designated multicast address These messages contain information such as device identification interface name system capabilities SNMP agent address and time to live Any Cisco device with CDP support can locate a Cisco CRS server by monitoring these periodic messages Using information provided through CDP the CiscoWorks server discovers your Cisco CRS server and the Campus Manager app...

Page 56: ...r from the Control Panel at run time to pick up the latest IP configuration changes without resetting the system Installing the CDP Protocol Driver The Cisco CRS installation process installs the CDP protocol driver After completion of a successful Cisco CRS installation the CDP protocol driver resides in the list of device drivers under the Windows Control Panel Starting the CDP Protocol Driver T...

Page 57: ...Enable Device Step 10 Click Next and then click Finish to enable the device Step 11 Click Close and restart the system Showing the CDP Protocol Driver Properties To show CDP protocol driver properties follow these steps Step 1 Choose Start Run Step 2 In the Run field type WINNT system32 drivers Step 3 Click OK Step 4 Right click cdp sys Step 5 Choose Properties to show CDP driver properties Step 6...

Page 58: ...NNT System32 cdpintf dll A Backup Regedit export file for reinstalling CDP registries updates to the bin directory Program Files Cisco Bin cdp2k101 reg Use this file to restore the CDP registry in case it becomes corrupted This file restores the CDP registry to the HKEY_LOCAL_MACHINE SYSTEM CurrentControlSet Services CDP directory After running the cdp2k101 reg file you must reset the system to re...

Page 59: ...s automatically installed on every CRS machine when you install the CRS software Server The Support Tools Server must be installed separately on a different machine It provides a web server and the Support Tools Dashboard user interface Accessing Cisco Support Tools Although the Support Tools Node Agent Service is automatically installed with CRS before you can use it you also need the Support Too...

Page 60: ...6 2 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter 6 Cisco Support Tools Accessing Cisco Support Tools ...

Page 61: ...P A R T I I Troubleshooting ...

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Page 63: ...ps The following troubleshooting steps can help you diagnose most problems with your Cisco CRS products Step 1 Verify that Cisco Unified Communications Manager is running Step 2 Verify that the Cisco CRS Node Manager service is registered Step 3 Verify that you uploaded the application aef files to the repository using the Script Management page and that you refreshed the CRS Engine after making a...

Page 64: ...utions Servicing and Troubleshooting Guide Release 5 0 1 Chapter 7 Diagnosing and Correcting Cisco CRS Problems General Troubleshooting Steps The error output will be in the following file c program files wfavvid log MADM jvm stderr ...

Page 65: ...troubleshooting tips are also accessible from the CRS Administration user interface To access them from the Main menu select Tools Troubleshooting Tips The tips are divided into the following categories Installation Problems page 8 2 Backup Restore and Update Problems page 8 2 CME Telephony subsystem problems page 8 8 Cisco Unified Communications Manager Automated Attendant problems page 8 9 Cisco...

Page 66: ...he Cisco Customer Response Solutions Installation Guide Do the following Step 1 If necessary switch the DB publisher from the crashed node to the working node Step 2 Remove the crashed node from the cluster by executing the Remove option in Control Center Server Configuration page in the CRS Application Administration web interface on the non crashed node Step 3 For instructions see Removing a Ser...

Page 67: ...e reason Recommended Action Start Backup and Restore or Upgrade from the CRS server desktop During Backup Restore or Upgrade an exception is seen in UI Symptom During Backup Restore or Upgrade an exception is seen Error Message To see the error message open the C Program Files wfavvid log MCVD MCVDXXX log where the time of the failure occurred Search for the keyword BACKUP_FAILED RESTORE_FAILED or...

Page 68: ...file name may have been migrated to the 5 0 cluster ID that is a long number during the restore attempt However because the CRS Node Manager service abruptly shut down the name itself remained migrated in the CCM table Recommended Action When prompted for the CRS 4 5 profile name please choose the long integer number from the menu pulldown list Page Not Found message is displayed during Restore or...

Page 69: ...rogram Files wfavvid Step 5 Reboot the machine Step 6 Re run the restore Restore failed for a one node system Symptom Error Message Backup and Restore displays an exception or a Page Not Found message Possible Cause When an exception is displayed by Backup and Restore please check the logs in the c program files wfavvid log MCVD folder and search for the keyword backup_fail This will show the caus...

Page 70: ...MCVD folder and search for the keyword backup_fail This will show the cause of the failure If the message is not understandable please contact TAC If the Page Not Found message is displayed please contact TAC since the CRS Node Manager service has restarted for some reason Recommended Action Check failure If failure is irrecoverable please contact TAC If failure is due to intermittent issue retry ...

Page 71: ...ure is due to intermittent issue retry restore by doing the following Step 1 Shutdown CRS Node Manager Service on both nodes Step 2 If you have a copy of ClusterData folder saved on both nodes a Remove the C Program Files wfavvid ClusterData folder on both nodes b Copy the original ClusterData folder to the C Program Files wfavvid folder on both nodes c On the 2nd node use regedit and check to mak...

Page 72: ...e profileName CRS4 5_profilename Make sure you see 1 row affected in the result window after executing the preceding command c Run UPDATE db_cra dbo profileIDMapping SET profileID 1 Make sure you see 1 row affected after executing the preceding command Step 2 SELECT FROM db_cra dbo profileIDMapping Step 3 You should get only one record with profilename default and profileID 1 CME Telephony subsyst...

Page 73: ...r or the ccndir ini file is missing information Recommended Action Complete the following steps Step 1 In the Cisco Unified Communications Manager User Information web page verify that the user has an entry in the AutoAttendant Dialing field that the User record has an associated phone and that the Primary Extension radio button is selected Step 2 On the CRS server verify that the ccndir ini file ...

Page 74: ...Action Make sure the extension only exists on one device Agent cannot log in on restricted line Symptom Agent is unable to log in on CAD Error Message CAD displays The line is restricted Possible Cause The extension specified during login cannot be monitored Recommended Action Make sure the agent s extension is configured with allow watch on Unified CME When agent drops from conference all parties...

Page 75: ...re not routed to agents page 8 15 Agents do not show in a CSQ page 8 16 Caller gets dropped when an attempt is made to recall a Unified CCX agent extension after the agent previously parked the call page 8 16 Updating a NIC driver disables silent monitoring and recording page 8 16 RmCm subsystem is out of service Symptom The Resource Manager Contact Manager RmCm subsystem is out of service Error M...

Page 76: ...em is unable to read any configuration information Recommended Action Make sure there is at least one CRS SQL Server Config service running in the cluster If the service is stopped start it Agents Supervisors or Teams are out of synch Symptom Agents Supervisors or Teams are out of synch between Unified CCX and the Cisco Desktop Administrator CDA Error Message None Possible Cause The automatic sync...

Page 77: ...Unified CCX extension radio button is selected You cannot select the order of agents Symptom When you configure a resource group the system does not allow you to select the order of agents Error Message None Possible Cause You order agents at the CSQ level Recommended Action When you configure the CSQ and select the desired Resource Group click Show Resources and order the agents as desired Agent ...

Page 78: ...s an error message Error Message There was an error reading updating the database Please contact your administrator Possible Cause All CRS SQL Server Config services need to be IN SERVICE in order to make Unified CCX configuration changes If one or more services are down no Unified CCX configuration update is allowed Recommended Action Check the state of all CRS SQL Server Config services in the c...

Page 79: ... disabled Advertise G 722 codex on the agent phone and make sure your settings in Unified CM are for the G 711 or the G 729 codex Although Unified CM 6 0 supports the G 722 codex CAD does not Calls to Unified CCX route points are disconnected Symptom Callers are disconnected when calling Unified CCX route points Error Message None Possible Cause The CSQ parameter is not correctly defined in the Ci...

Page 80: ... dropped Error Message None Possible Cause A parked call gets dropped if an attempt is made to place the call again to a busy line that is not set with forward busy Recommended Action Configure the Unified CCX extension of Agent A withForward Busy to a non Unified CCX line on the same phone Also configure this line as Forward Busy to the Unified CCX route point When an attempt is made to recall th...

Page 81: ...en taking the call and the caller is dropped Error Message None Possible Cause If a call gets dropped one potential cause is a codec mismatch between the endpoint and the CRS Server The CRS Server supports either the G 729 or the G 711 protocol but not both simultaneously To support these protocols a transcoder is required Recommended Action Install a transcoder for Cisco Unified IP IVR Prompts pl...

Page 82: ...age used by the script If the default language for the script uses the same rules as US English the system will automatically replace the missing prompt with a US English prompt Recommended Action Refer to the CRS trace files to find the missing prompt and provide the missing prompt in the language folder shown in the CRS trace files A prompt plays phrases in the wrong order Symptom A prompt playe...

Page 83: ...error appears Error Message None Possible Cause The system cannot access the CRS Administration web page A required service may not be running or required files may be missing Make sure the following services are running Check that the CRSJavaAdmin exe is running in Windows Task Manager IIS Admin service World Wide Web Publishing service Recommended Action If these services are running verify that...

Page 84: ... after the CRS Administration times out Error Message None Possible Cause If you perform no activity for 30 minutes the CRS system automatically logs you out Recommended Action Log in again to continue Refreshing subflow script does not update parent scripts Symptom Refreshing a subflow script does not update its parent scripts Error Message None Possible Cause If a script is referenced in other s...

Page 85: ...by these fields on your wallboard use the following fields which store the same information but use the HH MM SS format Instead of avgTalkDuration use convAvgTalkDuration Instead of avgWaitDuration use convAvgWaitDuration Instead of longestTalkDuration use convLongestTalkDuration Instead of longestWaitDuration use convLongestWaitDuration Instead of oldestContact use convOldestContact Management pa...

Page 86: ...tically as a zip file does on the Prompt Management and Grammar Management pages Error Message None Possible Cause While uploading a zip file in Document Management the user has the option of storing it as a zip file without unzipping or unzipping the file before it gets stored Recommended Action Be sure the Unzip after uploading check box is selected if that is the intention Invalid files message...

Page 87: ...er traces to the local drive leads to call failures due to the increased load of tracing Recommended Action CTI Manager and Unified Communications Manager traces need to be directed to another hard drive Here is an example of how to set things up Note that you need to create the directory structure shown in the F drive Unified Communications Manager SDL Trace Directory Path F Program Files Cisco T...

Page 88: ... installed and configured Possible Cause Check the status of the configuration manager and the bootstrap manager for both nodes if you have a two node system from the CRS Admin control center Possible Cause The CRS Admin Utility needs to have the CRS configuration manager In_service for a single node system or the CRS configuration manager and bootstrap manager In_service for a multiple node syste...

Page 89: ...ility will not run since the Node Manager hung Error Message Failed to shut down remote bootstrap server Node Manager on server_name Please shut it down manually and try again Possible Cause Anything running on the system could potentially hang the Node Manger and make it fail to shutdown smoothy or the window could not bring the node manager down Recommended Action Manually shut down the Node Man...

Page 90: ...o communicate to Web Server Check your userid and pwd and try again NO_HISTORICAL_REPORTING_CAPABILITY Possible Cause The userid is not assigned reporting capability in the CRS Administration User Management web page Recommended Action Please give reporting capability and priveleges to the userid in the User Management web page and relogin the HR client Cannot activate DB components on HA node Sym...

Page 91: ...RS Administration web page Choose Tools Historical Reporting Purge Now Step 2 Check the db_cra database size to make sure that it is of the proper size for the call volume generated E mail notification of database purging activities is not sent Symptom The CRS system does not send e mail notification of database purging activities Error Message None Possible Cause The Email subsystem is not config...

Page 92: ...section contains the following troubleshooting tips on CRS Editor problems Change a string variable to an integer page 8 28 Accept step error during active debug page 8 28 Error occurs with Reactive Debugging Tool page 8 29 Change a string variable to an integer Symptom You want to change a string variable to an integer Error Message None Possible Cause None Recommended Action Use the Set step whi...

Page 93: ...9 page 8 31 Application subsystem is in partial service page 8 31 CRS Engine is running but calls are not answered page 8 32 Changing the time on CRS machines results in agents getting logged off page 8 32 An error message plays when calling a CTI route point page 8 33 Changes to applications do not register page 8 33 Call drops during transfer over gateway page 8 34 H 323 client DTMF digits not d...

Page 94: ...hrows an exception UnknownHostException Error Message None Possible Cause The Java Virtual Machine JVM caches a previously resolved entry that is no longer correct until the JVM is restarted Recommended Action Restart the CRS Engine CRS Engine does not start and an RMI port in use error appears Symptom The CRS Engine does not start and a Remote Method Invocation RMI port in use error appears in th...

Page 95: ...e Could not start the Cisco CRS Node Manager service on local computer Error 1069 The service did not start due to a logon failure Possible Cause When you install Cisco Unified Communications Manager or Cisco CRS the Windows 2003 administrator password that you enter overwrites the existing Windows 2003 administrator password Also if you enter a password that includes spaces it may not be recorded...

Page 96: ...mation about configuration Step 2 From the CRS Administration web page choose Subsystems JTAPI and click the JTAPI Triggers hyperlink If False appears in the Enabled column for the trigger double click the trigger click the Enabled Yes radio button and then click Update Step 3 From the CRS Administration web page choose Applications Configure Applications If No appears in the Enabled column for th...

Page 97: ...se Applications Script Management and upload the script to the Repository Step 6 When prompted clickYes to refresh both script and applications Step 7 Refer to the CRS trace files to verify that the application script was loaded successfully Step 8 If a script has been validated saved and uploaded to the repository and still will not load verify that any other dependencies are met For example if t...

Page 98: ...ptom When a call originates from an H 323 client DTMF digits are not collected Error Message None Possible Cause The H 323 client only produces in band DTMF signals Cisco Unified Communications Manager cannot detect in band DTMF signals Recommended Action None Redirected call is disconnected Symptom A redirected call disconnects or a redirected call does not ring the IP phone to which it was direc...

Page 99: ...name where database_name is db_cra GO DBCC SHRINKFILE database_name_log mdf where database_name is db_cra GO Step 2 Alternatively you can shrink the log files by running the batch file runTruncateHistDBLogs bat installed under the wfavvid directory Depending on the arguments it shrinks the log files of db_cra or tempdb Examples Truncate the log files for db_cra to 10MB runTruncatedHistDBLogs sa sa...

Page 100: ...as CRS to detect the addition of devices to an application or user s controlled list For example polling can detect when an agent is added to a call center or a CTI port is added to the CRS Engine If you do turn off polling Cisco Unified Communications Manager does not update new devices automatically For example you must restart the CRS Server after adding a new CTI port or route point to Cisco U...

Page 101: ...e was uploaded to the repository using the Repository Manager Unable to connect to JTAPI provider Symptom The JTAPI provider is unavailable Error Message None Possible Cause The problem might be caused by one of the following Cisco Unified Communications Manager is not running Incorrect JTAPI client version is installed on the CRS server JTAPI user is not configured correctly JTAPI client cannot c...

Page 102: ...he Simple Recognition step with matching spelling and case Step 2 If the grammar contains tag names that are not configured in the Simple Recognition step either configure the same tag name in the Simple Recognition step or remove the tag names from the grammar Calling party and CRS do not have common codec Symptom The calling party hears a fast busy signal when calling into a CRS application Erro...

Page 103: ...r Message Port already in use Possible Cause If another process is using the Cisco CRS Engine default port 1099 the CRS Engine will not start From the CRS Administration web page complete the following steps Step 1 ChooseSystem System Parameters Step 2 Enter a different port in the RMI Port Number field Step 3 Stop and then restart the CRS Engine Application subsystem in partial service and applic...

Page 104: ... Directory back into a local workgroup and then reboot Step 2 Log on as the local Administrator and then run the necessary installer CD Step 3 Reboot and complete any new setup and configuration Step 4 Re add the CRS server back into the Active Directory CRS Real Time Reporting Problems This section contains the following troubleshooting tips on CRS Real Time Reporting problems Attempting to run a...

Page 105: ... Server security policies do not match page 8 43 Charts do not appear properly in MS Excel format page 8 43 Columns of data missing in report in MS Excel format page 8 43 Records truncated in report in MS Excel format page 8 43 Agent names overwritten on charts page 8 44 RTF Report containing charts has tabular report headings page 8 44 Scheduler icon does not appear on Terminal Services client pa...

Page 106: ...s displaced in Excel spreadsheet when exporting a report page 8 52 Scheduler icon does not appear in Windows status bar page 8 52 Error message appears indicating connection with database is broken page 8 53 Exported PDF report does not print in landscape orientation Symptom A report that has been exported in Portable Document Format PDF does not print in landscape orientation Error Message None P...

Page 107: ...roperly in MS Excel format Symptom Charts do not appear properly in a report that has been exported in Microsoft Excel format Error Message None Possible Cause Limitation of the export function Recommended Action Do not include charts in reports that are exported in Microsoft Excel format Columns of data missing in report in MS Excel format Symptom Columns of data are missing in a report that has ...

Page 108: ...udes tabular report headings on pages that contain charts Error Message None Possible Cause Limitation of the export function Recommended Action Be aware of this limitation when exporting reports in RTF Scheduler icon does not appear on Terminal Services client Symptom The Scheduler icon does not appear on the Terminal Services client when you run the Cisco CRS Historical Reports client under a Te...

Page 109: ...tting report contents may take considerable amount of time based on the size of the contents Pls wait Possible Cause This dialog box appears only after the client system fetches the required database records For a large report fetching records can take a long time Recommended Action Wait for the export operation to complete Or check the CiscoSChPrintExport log file Error when choosing an option fr...

Page 110: ...eports client To do this launch the Historical Reports client and go to Settings Scheduler In the Scheduled Reports dialog box verify that the Daily recurring schedules are listed Step 2 By default the daily schedule ends after running one occurrence To keep them running forever select No end date in the Schedule Configuration dialog box Step 3 Check the proxy server configuration in the web brows...

Page 111: ...onnection Possible Cause SQL server is not being accessed with the proper authentication Recommended Action Perform the following steps on the CRS Historical Reporting client computer Step 1 Choose Start Programs Microsoft SQL Server n Enterprise Manager where n is a version number Step 2 Double click Microsoft SQL Servers Step 3 Double click SQL Server Group Step 4 From the SQL Server group right...

Page 112: ...efault export file name does not appear in the Export dialog box Error Message None Possible Cause If you click the Export Report tool in the Report Viewer on a Cisco CRS Historical Reports client computer on which the language is set to Simplified Chinese the Export dialog box will not contain a default export file name Recommended Action The name of the report is shown on the header of the repor...

Page 113: ... to connect to the CRS Administration web page from the client machine Refresh the page to make sure it is not cached Step 3 If the error persists after doing the above modify your client hrcConfig ini file by updating AuthReqTimeOut to a larger value than the current one default is 15 seconds Step 4 Restart your client and attempt to log in again Only three report templates available for Unified ...

Page 114: ...ter Priority Summary Activity Report chart prints only partly in color Symptom The outer edges of the Priority Summary Activity Report pie chart print in color but the middle of the chart does not Error Message None Possible Cause This problem occurs when you print directly from the Cisco CRS Historical Report Client Viewer and is related to the third party printing driver from Crystal Decisions R...

Page 115: ...Communications Manager user A dialog box with a message asking if you want to set the privileges for that user in CRS Administration appears Step 2 Click Yes The Historical Reporting Privileges page appears Step 3 Assign historical reporting privileges to the user The proper logLevel 3 is required Note The User Maintenance and Historical Users pages use the same underlying directory API Historical...

Page 116: ... scheduled report time Recommended Action Schedule a report with an export format other than CSV and check the result for the same report Columns displaced in Excel spreadsheet when exporting a report Symptom When exporting an Agent Summary Report by agent to a Microsoft Excel spreadsheet the Avg and Max statistics column headings are displaced Error Message None Possible Cause Information can be ...

Page 117: ...ol Protocol MRCP ASR problems Names are not recognized page 8 53 Recognition never times out page 8 54 Alternate pronunciations and nicknames are not recognized page 8 54 Reduced call completion rate under heavy load while using an MRCP ASR Group page 8 54 MRCP ASR subsystem is out of service page 8 55 Changes additions or deletions to MRCP ASR Providers MRCP Servers or Groups do not take effect p...

Page 118: ... used in the ASR mode Error Message None Possible Cause The Name Grammar Generator was not run after a new CRS installation or after you added or changed a nickname or pronunciation in the user administration page Recommended Action Run the Name Grammar Generator Complete the following steps Step 1 Select Tools User Management Name Grammar Generation Run the Name Grammar Generator at off peak time...

Page 119: ...Server is not configured from the MRCP ASR Configuration web page Recommended Action Complete the following steps Step 1 Verify that the MRCP Provider and Servers are configured through the MRCP ASR Configuration web page Step 2 Verify that the MRCP ASR servers are up and reachable Changes additions or deletions to MRCP ASR Providers MRCP Servers or Groups do not take effect Symptom Changes made t...

Page 120: ...vider more than one MRCP ASR Server can be associated with that Provider Each server can support a different set of languages For example server A supports en_US and server B supports es_ES When configuring an MRCP Dialog Group in the Provider that contains these two servers you are provided with a list of Enabled Languages For this example the list contains both en_US and es_US because there are ...

Page 121: ... Agent does skip or skip close but does not stay reserved Error Message None Possible Cause If the Outbound subsystem does not have contacts in memory the agent will be no longer reserved for Outbound calls and the agent will be available or not available depending on the auto available setting for the agent Recommended Action Make sure the Outbound subsystem has contacts in memory and that the ag...

Page 122: ...n though there are CSQs configured under the RmCm subsystem Symptom On the Campaigns Configuration web page the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem Error Message None Possible Cause The assigned CSQs list on the General Configuration web page is empty Recommended Action Ensure that the assigned CSQs list is not empty on the General Configurat...

Page 123: ...ncorrect inbound calls are taking precidence and or contacts might not have been imported for the campaign Recommended Action Make sure that Agents are available in the CSQ s assigned to the campaign The Outbound System Service is in service If you have a two node cluster then ensure that Config Data Store is running on both nodes The campaign is enabled The campaign has correct start and end time...

Page 124: ...ssification Error Message None Possible Cause This is by design Not all reclassification categories are displayed Recommended Action You can get the complete list of reports from the the CRS Historical Reports See the Cisco Customer Response Solutions Historical Reports User Guide and the Cisco Customer Response Solutions Administration Guide the Managing Cisco CRS Historical Reporting chapter Tex...

Page 125: ...he licensing scheme of the vendor there may not be enough MRCP TTS licenses configured for the language being used When using multiple TTS providers each with a different set of supported languages the appropriate TTS provider the one that supports the desired language might not get used This might be because the provider is not selected as the Default TTS provider and therefore some other provide...

Page 126: ... out of service Error Message None The cause could be one of the following The MRCP Provider and Server are not configured from the MRCP TTS Configuration web page The MRCP TTS Server s is down or unreachable Complete the following steps Step 1 Verify that MRCP Provider and Servers are configured through the MRCP TTS Configuration web page Step 2 Verify that the MRCP TTS servers are up and reachab...

Page 127: ...ing you must use SSML markup therefore you cannot use plain text The following example shows how character coding can be specified xml version 1 0 encoding ISO 8859 1 speak Buonas tardes Le estoy hablando en español speak This can be provided in a file or can be specified in a TTS text expression in a Workflow step When using the Expression Editor in the Workflow Editor certain characters must be ...

Page 128: ...by the engine If you wish to make these changes effective immediately without having to restart the engine the changes need to be explicitly reloaded by the MRCP TTS Subsystem If you want the changes to take effect immediately without having to restart the engine do the following Step 1 If you want to reload the data associated with a single MRCP Provider Server or associated locales and genders g...

Page 129: ...mpSysApp subagent SnmpSysAppImpl dll Step 3 Make sure that the SNMP service is running on the CRS server If it is not start the SNMP service File Manager in partial service Symptom File Manager is found to be in PARTIAL_SERVICE A message similar to the following displays in the MIVR MADM log messages Error Message Class class com cisco doc UserDocument Synchronization status 2005 8 7 14 02 05 36 S...

Page 130: ...ult port is 1444 Open the Alarm Service error logs AlarmTracen log where n indicates the log number For example AlarmTrace11 log is the eleventh log By default the error logs are in the following folder C Program Files Cisco AlarmService AlarmServiceLog Step 7 On the trap receiver the NMS system make sure that the same community names are defined in the SNMP Service properties as you used in step ...

Page 131: ...ceability does not uninstall completely Symptom Uninstalling Serviceability does not completely remove all serviceability components Error Message None Possible Cause On a server on which CRS and Cisco Unified Communications Manager are both installed some Serviceability files are shared by each of these Cisco applications If you uninstall Serviceability you will be prompted for permission to dele...

Page 132: ...am Files Cisco Desktop log C Program Files Cisco Desktop_Audio C Program Files Microsoft SQL Server MSSQL CRSSQL CRS Internationalization Problems This section contains the following troubleshooting tips on internationalization problems Results not as expected for first name and last name in Chinese Japanese and Korean page 8 68 Language specified is not accepted or played page 8 69 Results not as...

Page 133: ...http www ics uci edu pub ietf http related iso639 txt ISO 3166 can be viewed at http www chemie fu berlin de diverse doc ISO_3166 html Check to be sure you have used the hyphen delimiter for VXML and have used the underscore _ delimiter everywhere else VXML Problems This section contains the following troubleshooting tips on Voice XML problems Voice Browser Step troubleshooting steps page 8 69 Tim...

Page 134: ...e Possible Cause Using timeout 0 for example form id form1 property name timeout value 0s field name myField prompt count 1 No input expected Say nothing prompt Recommended Action Using a timeout of 1 ms will effectively provide the behavior expected by the VXML specification that is property name timeout value 1ms Menu Choice DTMF does not work Symptom An error badfetch is thrown when using the m...

Page 135: ...ymptom CRS cannot be started since the Transaction Manager failed to start Error Message The BOOTSTRAP_START_ERROR and transaction manager is not started error messages are in the same log statement Possible Cause The third party Transaction Manager Mahalo log in wfavvid TxnMgrPersistence may be corrupted Recommended Action Manually clean TxnMgrPersistence directory Step 1 Shut down the Node Manag...

Page 136: ... 72 Conflicts in Datastore Control Center history page 8 73 Cannot make configuration changes in HA cluster page 8 73 Cannot make configuration changes in RmCm Subsystem page 8 73 Service constantly shows Invalid page 8 74 CRS server keeps rebooting due to CRS Node Manager failure page 8 74 Cluster is in partial service page 8 74 Server is in partial service page 8 75 CRS does not accept call or f...

Page 137: ...ministration to make it the active node for all datastores Step 2 Deactivate CDS and HDS for the inactive node using the Component Activation link Cannot make configuration changes in RmCm Subsystem Symptom In a high availability deployment the user cannot make changes to the configuration in the RmCm subsystem such as add remove skills team and so forth Error Message There was an error reading up...

Page 138: ...econds due to the service failure Possible Cause The problem might result from a variety of reasons such as from failures of the CRS Engine CRS Administration Datastore and Desktop services Recommended Action Complete the following steps Step 1 Go to the Windows Services Control Panel Under the Recovery tab change First Second Subsequent failures action toTake No Action Step 2 Look at the Cisco MC...

Page 139: ...m the CRS Administration Control Center under a specific server link there is neither CRS Engine nor CRS SQL Server Config Historical Repository Agent Possible Cause One possible cause could be that the component is not activated Recommended Action Go to the CRS Administration web page to activate the appropriate component Service Master Slave status is not shown on CRS Administration Control Cent...

Page 140: ... Manager CRS Servers respond slowly in HA environment Symptom CRS servers in a high availabilitly HA environment respond very slowly Because of the slow response time the CRS system is unusable No calls can get to agents Error Message LDAP error 51 in MADM logs SDL and SQL errors on the Subscriber Possible Cause Publisher and Subscriber databases are no synchronized Recommended Action Synch up the...

Page 141: ...o Unified Contact Center Express Install and Upgrade Guides web site CRS 5 0 supports only an on board VoIP Monitor CRS fails to start Symptom CRS node manager fails to start Error Message None Possible Cause There are two NICs on the CRS server The second NIC is used for VoIP Monitoring To understand the situation Step 1 In Windows 2003 select Start Settings Network Connection Step 2 Click the Ad...

Page 142: ...8 78 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter 8 Troubleshooting Tips VoIP Monitor Problems ...

Page 143: ...s 8 51 B Backup Restore and Update problems 8 2 Backup Restore and Upgrade cannot be started from a client desktop 8 3 Backup failed for a one or two node system 8 4 CRS 4 5 profioe name is missing 8 4 During Backup Restore or Upgrade an exception is seen in UI 8 3 Page Not Found message is displayed 8 4 Restore failed for a one node system 8 5 Restore failed on a two node system that had run befo...

Page 144: ...rical database db_cra is full due to high availability 8 27 HR client login error 8 26 Syslog or SNMP trap notification of database purging activities is not sent 8 28 CRS Editor problems Accept step error during active debug 8 28 Change a string variable to an integer 8 28 Error occurs with Reactive Debugging Tool 8 29 CRS Engine problems An error message plays when calling a CTI route point 8 33...

Page 145: ...d Server security policies do not match 8 43 Columns displaced in Excel spreadsheet when exporting a report 8 52 Columns of data missing in report in MS Excel format 8 43 Dialog box does not appear as expected when report is exported 8 45 Discrepancy in number of ACD calls shown on custom reports 8 50 Error when choosing an option from the Historical Reporting web page 8 45 Exported PDF report doe...

Page 146: ...igns Configuration web page the available CSQs list is empty even though there are CSQs configured 8 58 Outbound buttons do not show up on CAD 8 58 Outbound buttons show up but are disabled on CAD 8 59 Outbound calls are not getting dialed 8 59 Outbound call volume is low 8 59 Outbound system service is not in service 8 60 RTR Outbound reports do not show all possible reclassification 8 60 R Real ...

Page 147: ...rbled 8 63 U Unified CCX Call Statistics Recording and Monitoring Server support 1 4 Unified CCX problems Agent does not go to Work state after handling a call 8 13 Agents do not appear in Resources are in Unified CCX Configuration web page 8 13 Agents do not show in CSQ 8 16 Caller gets dropped when an attempt is made to recall a Unified CCX agent s extension after the agent previously parked the...

Page 148: ...Some prompts in a script play in the language specified and other prompts play in English 8 18 Unified IP IVR drops callers when transferring to an extension 8 17 V Virtual Network Computing VNC 1 3 VoIP Monitor problems 8 76 VoIP Monitor does not work correctly 8 77 VXML problems Menu Choice DTMF does not work 8 70 Timeout attribute for non input does not work 8 70 Voice Browser Step troubleshoot...

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