Cisco Cisco Unified Queue Manager, Руководство по обслуживанию и устранению неисправностей

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8-12
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Problems
Step 1
Check the RM JTAPI provider configuration and then stop and restart the CRS engine.
Step 2 Check to be sure the workflow scripts CM.aef and RM.aef are present on the Script Management page
on CRS Administration. They are needed for the RmCm subsystem to be in service. If either of these
scripts are deleted, missing, or corrupted, the RmCm subsystem will not go IN SERVICE. To recover,
upload new copies of these scripts from
C:\Program Files\wfavvid\scripts\system\default\rmcm , and
restart the CRS Engine.
RmCm remains in Initializing state
Symptom
The RmCm subsystem remains in the Initializing state after the CRS Engine starts.
Error Message
None.
Possible Cause The RmCm subsystem 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 synchronization between Unified CCX and the CDA failed.
Recommended Action Launch a manual synch from the CDA by selecting the Logical Call Center (usually
the CRS profile name) and clicking Setup > Synchronize Directory Services .
Agent or CSQ does not appear in Cisco Desktop Administrator (CDA)
Symptom
After adding an agent or a contact service queue (CSQ) in CRS Administration, the agent or
the CSQ does not appear in the CDA.
Error Message
None.
Possible Cause The RmCm subsystem has not synchronized the agents.
Recommended Action Go to the Resources link under Subsystems > RmCm . This will force the RmCm
subsystem to synchronize the agents.