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

Страница: 78 / 148

8-14
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Problems
A media step causes a Could not create PlayPromptDialog Object exception
Symptom Any media step except SendDigitString causes the following exception in the CRS trace files.
Error Message Could not create PlayPromptDialog Object:
Exception=com.cisco.channel.ChannelUnsupportedException: com.cisco.dialog.PlayPromptDialog is
not supported.
Possible Cause
A Primary Dialog Group was not specified when a trigger was defined.
Recommended Action
After you add an application in the CRS Application Configuration web page, you
must define a trigger. When you define a trigger for the application, you must define both a Call Control
Group and a Primary Dialog Group in the JTAPI Trigger Configuration window.
Unable to make any Unified CCX configuration changes
Symptom When trying to save Unified CCX configuration changes, CRS Administration shows 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 cluster. If a service
is stopped, start it. Make sure the "CRS Config Datastore" component is activated.
Some resource selection criteria are missing
Symptom When trying to configure a CSQ, CRS Administration does not show all the resource selection
criteria.
Error Message
None.
Possible Cause
The CSQ is resource-group based. A resource-group based CSQ has Longest Available,
Most Handled Contact, Shortest Average Handle Time, Linear and Circular criteria. A skills-based
CSQ has Longest Available, Most Handled Contact, Shortest Average Handle Time, Most Skilled,
Least Skilled, Most Skilled by weight, Least Skilled by Weight, Most Skilled by Order, and Least
Skilled by Order criteria.
Recommended Action
You might want to use a skills-based CSQ in order to use a specific resource
selection criteria.