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 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
CONTENTS Preface i Purpose i Audience i Organization i Related Documents Conventions ii ii Obtaining Documentation iii Cisco.
Contents SNMP Agent and Subagents 2-2 SNMP Management Information Base (MIB) SYSAPPL-MIB 2-2 CISCO-VOICE-APPS-MIB CISCO-CDP-MIB SNMP Traps 2-2 2-6 2-6 2-6 SNMP Trap Messages 2-6 Failover Traps 2-7 Setting up SNMP Traps 2-7 Setting the SNMP Trap Receiver 2-7 Setting the SNMP Community Names 2-8 Starting, Stopping, and Confirming the SNMP Service Snapshot of Traps During Startup 2-9 Snapshot of Traps During Shutdown 2-10 CHAPTER 3 Alarm Service About Alarms 2-9 3-1 3-1 Cisco CRS Alarm Service
Contents Writing to the Thread Dump Trace file 4-9 Displaying the Thread Dump Trace File 4-9 The CRS Log Files 4-9 Cisco Desktop Product Suite Installation Logs CRS Log Collection Tool 4-11 CHAPTER 5 Cisco Discovery Protocol Support 5-1 About the Cisco Discovery Protocol (CDP) Using the CDP Driver 4-11 5-1 5-2 Accessing CDP Driver Control 5-2 Installing the CDP Protocol Driver 5-2 Starting the CDP Protocol Driver 5-2 Enabling the CDP Protocol Driver 5-3 Showing the CDP Protocol Driver Properties
Contents Restore failed on a two-node system that had run before the Restore Restore failed on a two-node system that was re-imaged 8-7 Some RmCm configuration is missing after Upgrade 8-8 8-6 CME Telephony subsystem problems 8-8 A functional routing point stopped working or the CME Telephony subsystem is in partial service 8-8 Cisco Unified Communications Manager Automated Attendant problems Dial by name does not find the specified server 8-9 Automated Attendant prompt is not played 8-9 8-9 Cisco Unif
Contents CRS Administration Problems 8-18 The CRS Administration Authentication web page is not available 8-19 Uploading a license file can result in a warning message 8-20 User cannot log in to the CRS web page 8-20 Refreshing subflow script does not update parent scripts 8-20 Unified Communications Manager users display in random order 8-20 CRS Supervisor web page cannot be viewed from CRS Server 8-21 Database table fields used by wallboard store data in milliseconds 8-21 Management pages display error m
Contents Changing the time on CRS machines results in agents getting logged off 8-32 An error message plays when calling a CTI route point 8-33 Changes to applications do not register 8-33 Call drops during transfer over gateway 8-34 H.
Contents The Historical Reports client computer cannot connect to the CRS server 8-47 A Database Connection Error 5051 error appears 8-47 Export file name does not appear in Export dialog box 8-48 Cannot point to local applications from the Database Server Configuration page 8-48 Attempt to log in to the CRS Server from the Historical Reporting client fails and an error message is returned 8-49 Only three report templates available for Unified CCX Standard 8-49 Discrepancy in number of ACD calls shown on c
Contents Provider becomes IN_SERVICE immediately 8-61 A TTS Prompt will not play 8-61 A TTS prompt is not recognizable 8-62 MRCP TTS subsystem is out of service 8-62 Long TTS prompts consume significant memory on CRS Server 8-62 Non-UTF-8 characters needed for some languages 8-63 A .
Contents Cluster time synch fails 8-76 CRS Servers respond slowly in HA environment Multilple failovers with high CPU usage 8-76 VoIP Monitor Problems 8-76 VoIP monitor does does not work correctly CRS fails to start 8-77 8-76 8-77 INDEX Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.
Contents Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.
Preface Purpose The Cisco CRS Servicing and Troubleshooting Guideprovides instructions for using the CRS Serviceability tools and helps you resolve any problems you might experience with the CRS system. Audience The Cisco CRS Servicing and Troubleshooting Guide is written for administrators and others who are responsible for managing and troubleshooting the Cisco CRS system.
Preface Part/Chapter Title Description Part 2 Troubleshooting Chapter 7 Diagnosing and Correcting Cisco CRS Problems Provides steps that can help you troubleshoot most problems with your Cisco CRS system. Chapter 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.
Preface Convention Description window font Window font, such as Courier, is used for the following: • <> Text as it appears in code or that the window displays. Example:
Cisco Systems,Inc. Angle brackets are used to indicate the following: • For arguments where the context does not allow italic, such as ASCII output. • A character string that the user enters but that does not appear on the window such as a password.Preface Ordering Documentation You must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Documentation Store at this URL: http://www.cisco.com/go/marketplace/docstore If you do not have a user ID or password, you can register at this URL: http://tools.cisco.com/RPF/register/register.
Preface • Tip 1 408 525-6532 We encourage you to use Pretty Good Privacy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitive information that you send to Cisco. PSIRT can work with information that has been encrypted with PGP versions 2.x through 9.x. Never use a revoked encryption key or an expired encryption key.
Preface Note Before you submit a request for service online or by phone, use the Cisco Product Identification Tool to locate your product serial number. You can access this tool from the Cisco Support website by clicking the Get Tools & Resources link, clicking the All Tools (A-Z) tab, and then choosing Cisco Product Identification Tool from the alphabetical list.
Preface Definitions of Service Request Severity To ensure that all service requests are reported in a standard format, Cisco has established severity definitions. Severity 1 (S1)—An existing network is “down” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.
Preface • Networking Professionals Connection is an interactive website where networking professionals share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL: http://www.cisco.com/discuss/networking • “What’s New in Cisco Documentation” is an online publication that provides information about the latest documentation releases for Cisco products.
PA R T I Serviceability
C H A P T E R 1 About Serviceability Cisco Customer Response Solutions (CRS) Serviceability enables remote network management support for the Cisco 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.
Chapter 1 About Serviceability CiscoWorks Support • Alarms—Use Alarms to obtain the run-time status and state of the Cisco CRS system and to take corrective action to fix detected problems. You can forward alarms to a Syslog server, to an SNMP trap subagent, or to a Windows Event Log. For more information, see Alarm Service, page 3-1. • Trace—Provides specific, detailed Cisco CRS information for troubleshooting system problems.
Chapter 1 About Serviceability Syslog Support For more information about CiscoWorks, refer to the documentation available at this URL: http://www.cisco.com/en/US/products/sw/cscowork/ps3996/tsd_products_support_series_home.html Syslog Support In addition to writing information to a trace file, the Cisco CRS system sends standard event logging messages to a Syslog server through the Alarm Service. These messages contain information about the activities of the Cisco CRS Engine and its subsystems.
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.
C H A P T E R 2 Simple Network Management Protocol Support This section contains the following topics: • About Simple Network Management Protocol (SNMP), page 2-1SNMP Basics, page 2-1 • SNMP Agent and Subagents, page 2-2 • SNMP Management Information Base (MIB), page 2-2 • SYSAPPL-MIB, page 2-2 • CISCO-VOICE-APPS-MIB, page 2-6 • CISCO-CDP-MIB, page 2-6 • SNMP Traps, page 2-6 • SNMP Trap Messages, page 2-6 • Setting up SNMP Traps, page 2-7 About Simple Network Management Protocol (SNMP) S
Chapter 2 Simple Network Management Protocol Support SNMP Agent and Subagents • Management stations—Computers on which the NMS is installed and from which system administrators can retrieve and evaluate information from managed devices. SNMP Agent and Subagents The Microsoft Windows SNMP service (referred to as the SNMP Service) provides a framework for SNMP and provides the SNMP agent that interfaces with SNMP subagents. SNMP Service starts automatically when the system starts.
Chapter 2 Simple Network Management Protocol Support SYSAPPL-MIB The SYSAPPL-MIB allows you to use CiscoWorks or a third-party NMS browser to remotely access information about the Cisco CRS components including: • Cisco CRS Administration • Cisco CRS Node Manager • Cisco CRS Engine • Cisco CRS Repository Datastore • Cisco CRS Historical Datastore • Cisco CRS Config Datastore • Cisco CRS Agent Datastore • Cisco Recording • Cisco Monitoring The SYSAPPL-MIB also provides access to the Cisco
Chapter 2 SYSAPPL-MIB including but not limited to: – Manager Manager – Log Manager – Config Manager – Executor Manager – Cluster Manager – Node Manager – File Manager – Prompt Manager – Grammar Manager – Document Manager – Resource Manager – 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
Chapter 2 Simple Network Management Protocol Support SYSAPPL-MIB • Cisco Desktop IP Phone Agent Service • Cisco Desktop Recording and Statistics Service • Cisco Desktop VoIP Monitor Service • Cisco Desktop Recording Service • Cisco Desktop LDAP Monitor Service • CRS SQL Server--Repository • CRS SQL Server--Historical • CRS SQL Server--Config • CRS SQL Server--Agent • Microsoft SQL Agent • Microsoft Distributed Transaction Coordinator The SYSAPPL-MIB also allows you to use CiscoWorks
Chapter 2 Simple Network Management Protocol Support CISCO-VOICE-APPS-MIB For more information about the SYSAPPL-MIB, refer to this URL: ftp://ftp.cisco.com/pub/mibs/v2/SYSAPPL-MIB.my CISCO-VOICE-APPS-MIB The CISCO-VOICE-APPS-MIB provides information about supported SNMP traps. For more information about the CISCO-VOICE-APPS-MIB, refer to this URL: ftp://ftp.cisco.com/pub/mibs/v2/CISCO-VOICE-APPS-MIB.
Chapter 2 Simple Network Management Protocol Support Setting up SNMP Traps When an SNMP agent detects an alarm condition, it generates a trap (also called a notification) that is sent to configured IP addresses. To set up SNMP traps, see Setting up SNMP Traps, page 2-7. Failover Traps Cisco CRS failover traps are sent using CvaProcessStart trap with cvaModuleName description as "New Master xxx" where xxx = Process name. Below is a snapshot of a CRS Engine failover trap. 12/8/2006 13.
Chapter 2 Simple Network Management Protocol Support Setting up SNMP Traps You must configure at least one community string or SNMP will not respond to requests. Community name is case-sensitive Step 7 Click Add to List. Step 8 Under the Trap destinations field, clickAdd. Step 9 In the SNMP Service Configuration dialog box, enter the IP address or the host name of the trap destination. Step 10 In the SNMP Service Configuration dialog box, click Add.
Chapter 2 Simple Network Management Protocol Support Setting up SNMP Traps Step 12 Click OK to apply your changes and exit the SNMP Service Properties window. Starting, Stopping, and Confirming the SNMP Service In general, the SNMP Service will always be running. To confirm that the SNMP Service is running and to restart it or stop it, if necessary, follow these steps: Step 1 From the Windows desktop, chooseStart > Settings > Control Panel Step 2 Double-click Administrative Tools.
Chapter 2 Simple Network Management Protocol 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 Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.
C H A P T E R 3 Alarm Service This section contains the following topics: • About Alarms, page 3-1 • Cisco CRS Alarm Service, page 3-1 • Starting and Confirming the Alarm Service, page 3-2 • Configuring the Alarm Service, page 3-3 • Viewing Alarm Messages, page 3-3 • Viewing Alarm Messages Sent to a Syslog Server, page 3-3 • Viewing Alarm Messages Sent to an SNMP Trap Receiver, page 3-5 • Viewing Alarm Messages Sent to a Windows Event Log, page 3-5 • Alarm Definitions, page 3-5 • Findin
Chapter 3 Alarm Service Cisco CRS Alarm Service • SNMP Trap Subagent—Processes alarms and sends them as traps to a configured trap receiver, such as the Voice Health Monitor (VHM) in CiscoWorks. For more information, see CiscoWorks Support, page 1-2 and SNMP Traps, page 2-6. • Windows Event Log—Sends alarms that can be viewed with the Windows Event Viewer. For more information, see Viewing Alarm Messages Sent to a Windows Event Log, page 3-5.
Chapter 3 Alarm Service Viewing Alarm Messages Configuring the Alarm Service When you configure the Alarm Service, you provide the Cisco CRS system with information about how to handle alarms. To configure the Alarm Service, perform the following steps. If you will be entering information in the Syslog Server Name field or in the Syslog Message Filtering Level field, as explained in Step 3, make sure that the Alarm Service is running before following these steps.
Chapter 3 Alarm Service Viewing Alarm Messages Sent to a Syslog Server To view alarm messages that were sent to a third-party Syslog server, refer to the documentation for that system. Table 3-2 describes the fields found in Syslog messages. : Table 3-2 Syslog Message Format Field Example Description <128> This field is added so that syslog can read the severity level. Syslogd looks for this pri value which is set to LOCAL0|SEVERITY by default.
Chapter 3 Alarm Service Viewing Alarm Messages Sent to an SNMP Trap Receiver Viewing Alarm Messages Sent to an SNMP Trap Receiver To view alarm messages that were sent to the CiscoWorks Voice Health Monitor (VHM), refer to the CiscoWorks documentation, available at this URL: http://www.cisco.com/en/US/products/sw/cscowork/ps2431/tsd_products_support_eol_series_home.ht ml To view alarm messages that were sent to a third-party SNMP trap receiver, refer to the documentation for that system.
Chapter 3 Alarm Service Alarm Definitions • For a list of alarm message names that relate to a specific facility and subfacility, click the Catalog drop-down arrow, choose the desired item, and 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.
C H A P T E R 4 Trace This section contains the following topics: • About Trace Files, page 4-1 • The Component Trace File, page 4-2 • Configuring the Component Trace File, page 4-2 • Trace Level Options, page 4-3 • Setting Trace Level Options, page 4-7 • Viewing and Interpreting the Trace Files, page 4-8 • Displaying a Trace File, page 4-8 • Interpreting a Trace File, page 4-8 • The Thread Dump Trace File, page 4-8 • Writing to the Thread Dump Trace file, page 4-9 • Displaying the Th
Chapter 4 Trace The Component Trace File The Component Trace File You can create a trace file for any of the following Cisco CRS components: • Cisco CRS Engine • Cisco CRS Administration • Cisco CRS Editor • Cisco CRS Node Manager • Cisco CRS SQL Server The component trace file contains information about each of the component's subfacilities.
Chapter 4 Trace Trace Level Options Step 4 Click Update. Trace Level Options A trace file is a log file that records activity from the Cisco CRS component subsystems and steps. 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 subfacility. This information is stored in an engine trace file.
Chapter 4 Trace Trace Level Options All applications that use the CRS Trace library use a Syslog Facility Code. Table 4-2 lists the Facilities and Descriptions for the Trace Files . Table 4-2 Trace File Facilities Facility Code Description MIVR Workflow Application Framework MCVD Cluster Framework MADM CRS Administration page MEDT Editor Table 4-3 describes the Trace file subfacilities.
Chapter 4 Trace Trace Level Options Table 4-3 Trace File Subfacilities (continued) Subfacility Code Description EDT CRS Editor general ENG CRS Engine EXECUTOR_MGR Executor Manager EXPR_MGR Expression Manager FILE_MGR File Manager GENERIC Generic catalog for a facility GRAMMAR_MGR Grammar Manager GRP_CFG Group Configuration HOLIDAY_MGR Holiday Manager HR_MGR Historical Reports Manager ICD_CTI Unified CCX CTI Server ICD_HDM Unified CCX Historical Data Manager ICD_RTDM Unified CC
Chapter 4 Trace Trace Level Options Table 4-3 Trace File Subfacilities (continued) Subfacility Code Description MGR_MGR Manager Manager NODE_MGR Node Manager PALETTE Editor Palette PROMPT_MGR Prompt Manager PURGING Purging RPT Reporting RTPPORT_MGR RTP Manager SCRIPT_MGR Script Manager SESSION_MGR Session Manager SIP_STACK SIP Stack logging SOCKET_MGR Socket Manager SS_APP Application Subsystem SS_CM Contact Manager Subsystem SS_CMT Cisco Media Termination Subsystem SS_DB
Chapter 4 Trace Trace Level Options Table 4-3 Trace File Subfacilities (continued) Subfacility Code Description STEP_CALL_CONTACT Call Contact Steps STEPS_CONTACT Contact Steps STEPS_DB Database Steps STEPS_DOCUMENT Document Steps STEPS_EMAIL E-mail Steps STEPS_GENERAL General Steps STEPS_GRAMMAR Grammar Steps STEPS_HTTP HTTP Steps STEPS_ICM Unified ICME Steps STEPS_IPCC_EXP Unified CCX Steps STEPS_JAVA Java Steps STEPS_PROMPT Prompt Steps STEPS_SESSION Session Steps STEPS_US
Chapter 4 Trace Viewing and Interpreting the Trace Files Viewing and Interpreting the Trace Files The Cisco CRS server stores the trace files in the Log directory under the directory in which you installed the Cisco CRS component. From the Cisco CRS Administration menu, you can view a list of all trace files and display the contents of any trace file.
Chapter 4 Trace The CRS Log Files Note There is also a Memory Dump file. It is located in CRS Administration in the same place as the Thread Dump file. It creates a memory dump file of the typememory.log. Writing to the Thread Dump Trace file To manually write to 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.
Chapter 4 Trace The CRS Log Files Table 4-4 CRS Log Files Component Path MSI Installer \ (root) File/Extension • CRSMsiInstallLog.txt • CalInstall.log • CRSMsdeInstallLog.txt • CRSAutorun.log • CRS-BARSJVMinstallLog.txt • SQLInstallLog.txt • CRSMsiUnregister.log • UpdateTool.log • CRSPatchInstallLog.txt • CRSJREInstallLog.txt Cluster View Daemon (CVD) \Program Files\wfavvid\log\MCVD\ *.log Database \Program Files\wfavvid\log\ReplLogs\ *.
Chapter 4 Trace The CRS Log Files Cisco Desktop Product Suite Installation Logs If you need to locate the Cisco Desktop Product Suite, Version 6.4, log files, this section helps you to locate them. Here are the locations of the various log files: • The Install Manager log files are located at the root of the C: drive: The files are: – IM.dbg - where ranges between 0001 & 0010, (i.e IM0001.dbg) – IM.
Chapter 4 Trace The CRS Log Files The CRS Log Collection Tool dialog box appears. Step 3 Enter the path and name of the zip file you want to create and click Save. This collects all the log files on the system into the zip file. If you want to limit the number of files by date, time, and component, and if you want to select another location for the zip file, check the Advanced Options check box, and the dialog box appears with more options.
CH A P T E R 5 Cisco Discovery Protocol Support This section contains the following topics: • About the Cisco Discovery Protocol (CDP), page 5-1 • Using the CDP Driver, page 5-2 • Accessing CDP Driver Control, page 5-2 • Installing the CDP Protocol Driver, page 5-2 • Starting the CDP Protocol Driver, page 5-2 • Enabling the CDP Protocol Driver, page 5-3 • Showing the CDP Protocol Driver Properties, page 5-3 • Updating an IP Address for the CDP Protocol Driver, page 5-3 • Locating Updated
Chapter 5 Cisco Discovery Protocol Support Using the CDP Driver Using the CDP Driver Starting a system on which Cisco CRS is installed enables the CDP driver. You can use CDP to allow CiscoWorks to discover and manage your Cisco CRS systems. CiscoWorks uses the CDP cache MIB of the direct neighboring device to discover the Cisco CRS server. You can use CiscoWorks to query other Cisco CRS-supported MIBs for provisions or statistics.
Chapter 5 Cisco Discovery Protocol Support Updating an IP Address for the CDP Protocol Driver Enabling the CDP Protocol Driver Toenable the CDP protocol driver, follow these steps. Step 1 Choose Start > Settings > Control Panel. Step 2 Double-click System. Step 3 Click the Hardware tab. Step 4 Click the Device Manager button. The Device Manager window appears. Step 5 Choose View > Devices by connection. Step 6 Choose View > Show hidden devices. Step 7 Double-click CDP Protocol Driver.
Chapter 5 Cisco Discovery Protocol Support Locating Updated CDP Driver and Interface Files Locating Updated CDP Driver and Interface Files Installing Cisco CRS updates these components: • The CDP driver (cdp.sys) updates to the Windows 2003 driver directory (WINNT\System32\Drivers\cdp.sys). • The CDP Interface Library (cdpintf.dll) updates to the Windows 2003 System32 directory (\WINNT\System32\cdpintf.dll).
C H A P T E R 6 Cisco Support Tools This section contains the following topics: • About Cisco Support Tools with Cisco CRS, page 6-1 • Accessing Cisco Support Tools, page 6-1 About Cisco Support Tools with Cisco CRS Cisco Support Tools can help you manage and troubleshoot the Cisco CRS servers. Cisco Support Tools is a suite of utilities, but not every utility in the suite is supported by Cisco CRS.
Chapter 6 Accessing Cisco Support Tools Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.
PA R T I I Troubleshooting
C H A P T E R 7 Diagnosing and Correcting Cisco CRS Problems The troubleshooting section describes problems that you might encounter when using the Cisco Customer Response Solutions (CRS) system. For each problem, this manual lists symptoms, possible causes, and corrective actions that you can take. This section assumes that you are familiar with the CRS Administration web interface, CRS trace and log files, and various Windows administrative tasks.
Chapter 7 General Troubleshooting Steps The error output will be in the following file: c:\program files\wfavvid\log\MADM\jvm.stderr Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.
C H A P T E R 8 Troubleshooting Tips The following sections provide help in correcting problems with Cisco CRS software. If you experience problems when using the Cisco Agent Desktop or the Cisco Supervisor Desktop, see the Troubleshooting section of the Cisco CAD Service Information Guide book, located at http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_5_0/english/agents/cad641si.p df.
Chapter 8 Troubleshooting Tips Installation Problems • Serviceability Problems, page 8-64 • CRS Internationalization Problems, page 8-68 • VXML Problems, page 8-69 • High Availability and Bootstrap, page 8-71 • High Availability and Failover, page 8-72 • VoIP Monitor Problems, page 8-76 Installation Problems This section contains the following troubleshooting tips on installation problems: • One node on a CRS 5.0 two-node cluster crashes beyond repair, page 8-2 One node on a CRS 5.
Chapter 8 Troubleshooting Tips Backup, Restore, and Update Problems • Page Not Found message is displayed during Restore or Upgrade, page 8-4 • Restore fails due to a file not being found, page 8-5 • Restore failed for a one-node system, page 8-5 • Restore failed on a two-node system that had run before the Restore, page 8-6 • Restore failed on a two-node system that was re-imaged, page 8-7 • Some RmCm configuration is missing after Upgrade, page 8-8 Backup, Restore, and Upgrade cannot be star
Chapter 8 Troubleshooting Tips Backup, Restore, and Update Problems Backup failed for a One or Two-Node system Symptom Backup failed for a one or two-node system. 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 cause of the failure.
Chapter 8 Troubleshooting Tips Backup, Restore, and Update Problems If Restore still fails, please contact TAC. Restore fails due to a file not being found Symptom Restore fails due to " file is not found." Error Message " file is not found" message is displayed in the Restore Pop-up UI. Possible Cause The file cannot be found by the Restore process. Recommended Action Do the following: Step 1 Delete the staging directory (C:\STI).
Chapter 8 Troubleshooting Tips Backup, Restore, and Update Problems Step 5 Redo the restore. If you don't have a copy of original ClusterData folder: Step 1 Reinstall the CRS server using Win2K3 OS. Step 2 Fresh install the server using the CRS installer. Step 3 Rerun the Restore. Restore failed on a two-node system that had run before the Restore Symptom Restore failed on a two-node system. The system had already been configured as a cluster and was running successfully before the restore.
Chapter 8 Troubleshooting Tips Backup, Restore, and Update Problems Restore failed on a two-node system that was re-imaged Symptom Restore failed on a two-node system. The system was re-imaged and had not been configured to run as a cluster. 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'.
Chapter 8 Troubleshooting Tips CME Telephony subsystem problems Some RmCm configuration is missing after Upgrade Symptom After the 4.5 to 5.0 Upgrade is successful, the system is missing some RmCm configuration (that is, resource skills group, CSQ configuration, and so on). Error Message None Possible Cause This can happen when an Upgrade was initially triggered, but failed due to the CRS Node Manager restarting in the middle of the Restore. During the successful attempt for Restore, the CRS 4.
Chapter 8 Troubleshooting Tips Cisco Unified Communications Manager Automated Attendant problems Cisco Unified Communications Manager Automated Attendant problems This section contains the following troubleshooting tips on Cisco Unified Communications Manager (Unified CM) Automated Attendant (AA) problems: • Dial by name does not find the specified server, page 8-9 • Automated Attendant prompt is not played, page 8-9 Dial by name does not find the specified server Symptom The Cisco Unified Communicati
Chapter 8 Troubleshooting Tips Cisco Unified Communications Manager Express Problems Cisco Unified Communications Manager Express Problems This section contains the following troubleshooting tips on Cisco Unified Communications Manager Express (Unified CME) problemss: • Agent cannot log in on shared line, page 8-10 • Agent cannot log in on restricted line, page 8-10 • When agent drops from conference, all parties on conference are dropped, page 8-10 Agent cannot log in on shared line Symptom Agent
Chapter 8 Troubleshooting Tips Cisco Unified CCX Problems • Agents, Supervisors, or Teams are out of synch, page 8-12 • Agent or CSQ does not appear in Cisco Desktop Administrator (CDA), page 8-12 • Agents do not appear in the Resources area in the Unified CCX Configuration web page, page 8-13 • You cannot select the order of agents, page 8-13 • Agent does not go to Work state after handling a call, page 8-13 • A media step causes a Could not create PlayPromptDialog Object exception, page 8-14
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.
Chapter 8 Troubleshooting Tips Cisco Unified CCX Problems Agents do not appear in the Resources area in the Unified CCX Configuration web page Symptom No agents appear in the Resources area in the Unified CCX Configuration web page. Error Message None. Possible Cause To appear as an agent in this area, a user must be configured as a Unified CCX agent in the Cisco Unified Communications Manager User Information web page.
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.
Chapter 8 Troubleshooting Tips Cisco Unified CCX Problems Unable to record an agent Symptom A supervisor is unable to record an agent's call. Clicking on Record pops up a message dialog box. Error Message Unable to record agent. Possible Cause The recording count is set to 0. Recommended Action Go to CRS Administration. Select System > System Parameters and set the number of the recording count appropriately.
Chapter 8 Troubleshooting Tips Cisco Unified CCX Problems Agents do not show in a CSQ Symptom A CSQ is configured with a group of agents for Skill A and a group of agents for Skill B; however, the agents do not show up in the CSQ. Error Message None. Possible Cause Agents do not have all the skill levels of the CSQ or the skill level of the agents do not have equal or higher skill levels than that of the CSQ.
Chapter 8 Troubleshooting Tips Cisco Unified IP IVR Problems Cisco Unified IP IVR Problems This section contains the following troubleshooting tips on Unified IP IVR problems: • Cisco Unified IP IVR drops callers when transferring to an extension, page 8-17 • Prompts play in language, page 8-17 • Some prompts do not play, page 8-18 • Some prompts in a script play in the language specified and other prompts play in English, page 8-18 • A prompt plays phrases in the wrong order, page 8-18 Cisco Un
Chapter 8 Troubleshooting Tips CRS Administration Problems Some prompts do not play Symptom A prompt in a script does not play. The script may or may not continue executing. Error Message None. Possible Cause A prompt is missing in the language directory for the language used by the script. By default, the Play Prompt step is set to continue if it encounters an error and the script will continue to play if it encounters a missing prompt.
Chapter 8 Troubleshooting Tips CRS Administration Problems • Unified Communications Manager users display in random order, page 8-20 • CRS Supervisor web page cannot be viewed from CRS Server, page 8-21 • Database table fields used by wallboard store data in milliseconds, page 8-21 • Management pages display error message when selected, page 8-21 • Zip file does not auto unzip on Document Management page, page 8-22 • Invalid files message displays while uploading a zip file of prompts, page 8-2
Chapter 8 Troubleshooting Tips CRS Administration Problems Uploading a license file can result in a warning message Symptom The user gets a warning message when uploading license files using CRS Administration. The license file, , if uploaded will change the package from to . Please click OK to continue or CANCEL to abort.
Chapter 8 Troubleshooting Tips CRS Administration Problems CRS Supervisor web page cannot be viewed from CRS Server Symptom The Cisco CRS Supervisor web page cannot be viewed from the Cisco CRS Server. Error Message None. Possible Cause If the Cisco CRS Supervisor is running on a computer with the language set to Simplified Chinese, you cannot view the Cisco CRS Supervisor web page from the Cisco CRS Server. Recommended Action Use a client computer to view the Cisco CRS Supervisor web page.
Chapter 8 Troubleshooting Tips CRS Administration Problems • To activate the Repository Datastore component, from CRS Administration select Control Center > Component Activation page. Check to be sure the nodes with Repository Datastore components are up and running. If the nodes are up, check that all the SQL Services, including Microsoft SQL Server and Microsoft SQL Agent services are up and running.
Chapter 8 Troubleshooting Tips CRS Admin Utility Problems A Component Manager goes into partial service when uploading a zip file Symptom When uploading a file or zip file from Prompt Management, Grammar Management, or Document Management in CRS Administration, the CRS Engine component Prompt Manager (or Grammar Manager or Document Manager) is shown in PARTIAL_SERVICE state.
Chapter 8 Troubleshooting Tips CRS Admin Utility Problems The cluster is not in synchronization Symptom The cluster is not in synchronization. Error Message Rerun the CRS Admin Utility again to bring the cluster back into synchronization. Possible Cause This can happen due to a variety of reasons: The password setting or synchronization failed in the middle of the process. The update was done on a bootstrap data store but not on a Windows database.
Chapter 8 Troubleshooting Tips CRS Database Problems The CRS Admin Utility will not run on a none bootstrap node Symptom The CRS Admin Utility will not run on a none bootstrap node. Error Message Local system is not a Bootstrap Server Node. Please run CRS Admin Utility on a Bootstrap Server Node. Possible Cause An attempt was made to run the CRS Admin Utility on a none bootstrap server node. ON CRS 5.0 2-node systems, both nodes are bootstrap servers.
Chapter 8 Troubleshooting Tips CRS Database Problems Cannot configure Application or System parameters from their pages in CRS Administration Symptom Cannot configure Application or System parameters from their pages in CRS Administration. Error Message "ConfigException* occurred" Possible Cause This can happen if CRS Config Datastore service is OOS when SQL Services or MSDTC are not running.
Chapter 8 Troubleshooting Tips CRS Database Problems • You have altered the size of the CRS databases. Recommended Action Depending upon the cause of the problem, do one of the following: • From the CRS Administration web page, choose Tools > Historical Reporting and configure automatic purging. • If you change the size of the CRS databases, make sure that the CRS database size is equal to the maxsize.
Chapter 8 Troubleshooting Tips CRS Editor Problems Syslog or SNMP trap notification of database purging activities is not sent Symptom The CRS system does not send Syslog notification or SNMP trap notification of purging activities. Error Message None. Possible Cause The Cisco CRS Alarm Service is not running, Syslog is not configured, or SNMP service is not configured. Complete the following steps: Step 1 Make sure that the Cisco CRS Alarm Service is running.
Chapter 8 Troubleshooting Tips CRS Engine Problems Error occurs with Reactive Debugging Tool Symptom An error occurs when using the Reactive Debugging tool. Error Message Not defined. Possible Cause Using the CRS Editor Reactive Debugging tool on a translation routed call can cause an error. Recommended Action From the ICM Configuration Manager, choose Tools > List Tools > Network VRU Script List and temporarily increase the value in the Timeout field for the script.
Chapter 8 Troubleshooting Tips CRS Engine Problems Agent cannot go Ready after logging in Symptom Agent cannot go Ready after logging in. Error Message The Cisco Agent Desktop says that the resource's device is off and the agent extension is out of service. Possible Cause The agent's ephone does not have a session-server configured. Recommended Action Make sure the session server of the agent's ephone is set to the the CRS session server.
Chapter 8 Troubleshooting Tips CRS Engine Problems Attempting to start the Cisco CRS Node Manager service causes an error 1067 Symptom You attempt to start the Cisco CRS Node Manager service in the Windows Services window and the following message appears. Error Message Could not start the Cisco CRS Node Manager service on local computer. Error 1067: The process terminated unexpectedly. Possible Cause There is an internal error in the Cisco CRS Node Manager.
Chapter 8 Troubleshooting Tips CRS Engine Problems CRS Engine is running but calls are not answered Symptom The CRS Engine is running but the CRS system does not answer calls. Error Message None. Possible Cause The JTAPI subsystem is out of service, the trigger is disabled, the application is disabled, the maximum number of sessions or maximum number of tasks were exceeded, or no CTI ports or media channels are available for the trigger.
Chapter 8 Troubleshooting Tips CRS Engine Problems An error message plays when calling a CTI route point Symptom Callers hear a message when calling a CTI route point. The JTAPI subsystem might also be in partial service because the CTI route point cannot load the associated application script. Error Message I'm sorry, we are currently experiencing system problems. Possible Cause The application script associated with the CTI route point did not load correctly.
Chapter 8 Troubleshooting Tips CRS Engine Problems Call drops during transfer over gateway Symptom When the CRS system receives a call made over a gateway, the CRS system drops the call if the call is transferred. Error Message None. Possible Cause The H.323 client does not support the Empty Capability Service and the H.323 port on the Cisco Unified Communications Manager is not configured to use a Media Termination Point (MTP).
Chapter 8 Troubleshooting Tips CRS Engine Problems The CRS server runs out of disk space Possible symptoms are: • An out of memory error occurs on the CRS server. • Accessing purging or synchronization pages on the Administration UI returns an error. • Running historical reports returns SQL error 5048. Error Message SQL error 5048. Possible Cause The CRS database log files, the tempdb database, or the tempdb log files have grown large.
Chapter 8 Troubleshooting Tips CRS Engine Problems • Trace settings include debugging. • Cisco Unified Communications Manager polling is enabled. (Polling is enabled by default, but it can consume server resources.) • You are running many applications on a smaller system simultaneously. For example, you are running Cisco Unified Communications Manager, and Cisco CRS Server, all on a low-end MCS. Recommended Action Complete the following steps: Step 1 Turn off debugging as a trace level option.
Chapter 8 Troubleshooting Tips CRS Engine Problems JTAPI subsystem is in partial service Symptom The Engine Status area in the Engine web page shows that the JTAPI subsystem is in partial service. Error Message None. Possible Cause The JTAPI client was not set up properly. At least one, but not all, of the CTI ports, route points, or dialog channels (CMT or MRCP) could not initialize. Complete the following steps: Step 1 Refer to the CRS trace files to determine what did not initialize.
Chapter 8 Troubleshooting Tips CRS Engine Problems The Simple Recognition step takes the unsuccessful branch Symptom The Simple Recognition step in a script takes the unsuccessful branch even when the word spoken or DTMF key pressed is defined in the grammar. Error Message None. Possible Cause The Simple Recognition step is configured with a set of tags and output points. Most likely, the tag names defined in the step do not exactly match the tag names defined in the grammar used by the step.
Chapter 8 Troubleshooting Tips CRS Engine Problems Prompt Exception in CRS Engine log file Symptom A prompt exception appears in the Cisco CRS Engine log file. Error Message The exception contains the words open port failed. Possible Cause This error is generally caused when the Cisco CRS Engine is incorrectly shut down; for example, from the Windows Task Manager while there are RTP ports in use. Recommended Action If this prompt exception appears, reboot your Cisco CRS Server.
Chapter 8 Troubleshooting Tips CRS Real-Time Reporting Problems CRS Server and Active Directory integration results in some services being unregistered Symptom Installing Cisco CRS Server into a corporate Active Directory to take advantage of a single logon to access the DESKTOP_CFG share, instead of creating local logon account and local permissions on the CRS Server, results in some services not being registered.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems After installing JRE, the user receives a message from real-time reporting saying to install JRE Symptom Upon opening a real-time reporting applet, a message box with information about the version of JRE that is running and the required version of JRE appears. The user installs the required JRE version yet still gets this message when opening a real-time report applet. Error Message Message contains the JRE version.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems • Attempt to log in to the CRS Server from the Historical Reporting client fails and an error message is returned, page 8-49 • Only three report templates available for Unified CCX Standard, page 8-49 • Discrepancy in number of ACD calls shown on custom reports, page 8-50 • Priority Summary Activity Report chart prints only partly in color, page 8-50 • Scheduled Historical Reports do not run and message appears in CiscoSch.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Client and Server security policies do not match Symptom The Cisco CRS Historical Reports client does not work on Windows 2000 Professional when the Cisco CRS Server is on the Windows 2003 operating system if the security policies on the client and server do not match. Error Message None. Possible Cause The client and server security policies do not match.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Agent names overwritten on charts Symptom Agent names overwrite each other on charts that appear with the Agent Detail Report, the Agent Login Logout Activity Report, or the Agent Summary Report. Error Message None. Possible Cause The report contains information for more than 70 agents.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Search dialog box and Preview tab appear in English on Windows system with locale set to German Symptom When running the Cisco CRS Historical Reports client on a computer with an English version of Windows for which the system locale has been set to German, the Search dialog box and the Previews on the Report Viewer still appear in English. Error Message None. Possible Cause Limitation of the Report Viewer.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Truncated report description in Historical Reports client Symptom Historical Report(s) in a localized version, such as Spanish, has the report description truncated in the Historical Reports client user interface. Error Message None. Possible Cause The report description seems to appear incomplete in the description box of the Historical Reports client user interface.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Some information appears in English on a German system Symptom On a CRS Historical Reports client computer with an English version of Windows for which the system locale has been set to German, the Search dialog box and the Preview tab on the Report Viewer still appear in English. Error Message None. Possible Cause Limitation of the Report Viewer.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Step 2 Create a DSN to the db_cra database on the CRS server to which the client computer is attempting to connect. Make sure the client computer and the CRS server have the same Administrator password. While pointing the ODBC data source to the CRS server, use\CRSSQLwhere crsServerNameOrIP is the named instance.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Attempt to log in to the CRS Server from the Historical Reporting client fails and an error message is returned Symptom The CRS servlet service or web server is not reachable from the client machine. Error Message Request timed out. Possible Cause An authentication request timeout has occurred. The client log indicates Request timed out error.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Discrepancy in number of ACD calls shown on custom reports Symptom When running user-created custom reports, one report shows the number of calls for each hour of the day, totaling 244 calls. The other report shows the number of ACD calls for the entire report period, totalling 243 calls. Such discrepancies happen for other days as well, the difference being as many as four calls. Error Message None.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Step 5 ClickAdvanced. Step 6 In the Do not use proxy server for addresses beginning with field, enter the IP address of the Cisco CRS server to which the Historical Reports client system logs in. Step 7 Click OK as needed to save your changes.
Chapter 8 Troubleshooting Tips CRS Historical Reporting Problems Step 3 If after successfully connecting to the CRS Administration web page the client error persists, modify your client hrcConfig.ini file by updating AuthReqTimeOut in the General section to a larger value than the current one (default value is 15 seconds). Step 4 Restart your Cisco CRS Historical Reports client and attempt to log in again.
Chapter 8 Troubleshooting Tips Automatic Speech Recognition (ASR) Problems Error message appears indicating connection with database is broken Symptom During generation of an Agent Detail Report or an Abandoned Call Detail Activity Report, an error message might appear indicating that the connection with the database has been broken. Error Message Connection with database is broken . Possible Cause This message might appear if the system is under a heavy load when either of these reports is generated.
Chapter 8 Troubleshooting Tips Automatic Speech Recognition (ASR) Problems Recognition never times out Symptom While waiting for speech input, speech recognition waits indefinitely. Error Message None. Possible Cause This problem is caused by setting the initial timeout value to 0 (zero). The problem will occur only if the ASR provider is Nuance. Nuance defines an initial timeout value of zero to mean that it will never time out.
Chapter 8 Troubleshooting Tips Automatic Speech Recognition (ASR) Problems Step 1 Select Subsystems > MRCP ASR > MRCP ASR Provider Configuration. Step 2 Click the MRCP ASR Dialog Groups link on the left panel Step 3 Either click the Add MRCP ASR Dialog Control Grouplink or select an existing group. Step 4 Modify the value of Max.Number of Sessions as prescribed above. Overprovision this value by a factor of 1.2 or by an additional 20 percent. Step 5 Click Update or Add as appropriate.
Chapter 8 Troubleshooting Tips Outbound Problems Step 1 If you want to reload the data associated with a single MRCP Provider, Server, or Group, go to Subsystems > MRCP ASR to access the MRCP ASR Configuration page and click the refresh icon for the corresponding provider. You can also use this step to load a newly created MRCP ASR Provider. Step 2 If you want to reload all providers, go to Subsystems > MRCP ASR to access the MRCP ASR Configuration page and click Refresh All.
Chapter 8 Troubleshooting Tips Outbound Problems • Agent is not getting callbacks, page 8-57 • Agent is ready but does not get an Outbound call for up to Two minutes, page 8-57 • Errors placing Outbound calls, page 8-58 • Not all contacts get imported, page 8-58 • On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem, page 8-58 • Outbound buttons do not show up on CAD, page 8-58 • Outbound buttons show up but a
Chapter 8 Troubleshooting Tips Outbound Problems Errors placing Outbound calls Symptom Errors placing Outbound calls. Error Message The error message depends on the error. Possible Cause The Dialing prefixes on the General Configuration web page could be inaccurate. Recommended Action Check the Dialing prefixes on the General Configuration web page. Not all contacts get imported Symptom Not all contacts get imported.
Chapter 8 Troubleshooting Tips Outbound Problems Outbound buttons show up but are disabled on CAD Symptom Outbound buttons show up but are disabled on CAD. Error Message None Possible Cause The Enterprise Data Service on the server is down. Recommended Action On the CRS server, ensure that Enterprise Data Service is running.
Chapter 8 Troubleshooting Tips Text-to-Speech (TTS) Problems Outbound System Service is not in service Symptom The Outbound System Service is not in service. Error Message None Possible Cause The Outbound license has not been uploaded, not all Config Data Stores are running and the two MSSQL services are not running, and/or the RmCm subsystem is not in service. Recommended Action Check that: • The Outbound license is uploaded (An engine restart is required after the license is uploaded).
Chapter 8 Troubleshooting Tips Text-to-Speech (TTS) Problems Provider becomes IN_SERVICE immediately Symptom When creating as ASR/TTS provider, its status becomes IN_SERVICE immediately. This happens even before creating any servers for it. Error Message The ASR/TTS provider status incorrectly showsIN_SERVICE. Possible Cause After deleting a provider and all the servers along with it, if a new provider is created, it continues to use the previous configuration and does not get refreshed.
Chapter 8 Troubleshooting Tips Text-to-Speech (TTS) Problems A TTS prompt is not recognizable Symptom A TTS Prompt cannot be recognized by callers. Error Message None. Possible Cause The language of the text does not match the Override Language in the TTS Prompt step. For example, the text is in English, but the Override Language is Spanish. Recommended Action In the appropriate TTS Prompt step, make sure that the Text Input matches the Override Language Selection.
Chapter 8 Troubleshooting Tips Text-to-Speech (TTS) Problems Non-UTF-8 characters needed for some languages Symptom When using TTS for some languages, such as French or Spanish, characters are needed that are not in the UTF-8 character set. For example: ç,é or ñ if not handled correctly, will cause the TTS server to generate an error message, and the prompt will not be heard. Error Message None.
Chapter 8 Troubleshooting Tips Serviceability Problems Error Message None. Possible Cause Nuance TTS may be configured as the system default TTS provider, in which case, the wave file prompt is played out by Nuance TTS. Nuance TTS does not support RIFF header wave files. Recommended Action Translate the RIFF header wave file into a Sphere header wave file using the utility provided by Nuance. The utility can be found under the Nuance installation folder: <$Nuance>V8.5.0\bin\win32\wavconvert.
Chapter 8 Troubleshooting Tips Serviceability Problems SNMP-based network management tools cannot monitor CRS components Symptom You are unable to monitor CRS components with SNMP-based network management tools, such as CiscoWorks. Error Message None. Possible Cause The SNMP subagents that monitor CRS components are not loaded or configured properly, or the SNMP service is not running.
Chapter 8 Troubleshooting Tips Serviceability Problems Step 2 Double-click SNMP Services in the Name field. Step 3 In the SNMP Service Properties window, click the Traps tab and make sure that you use the correct case and name for the community name. Also, make sure that the IP address or host name of the trap destination is correct.
Chapter 8 Troubleshooting Tips Serviceability Problems The Alarm Service does not start Symptom The Cisco CRS Alarm service does not start. Error Message None. Possible Cause AlarmNTService.exe does not exist, or the alarm service is not registered. Recommended Action Complete the following steps: Step 1 Verify that AlarmNTService.exe exists in the C:\program files\cisco\AlarmService directory. If it does not exist, reinstall the CRS system.
Chapter 8 Troubleshooting Tips CRS Internationalization Problems Virus Scan software slows Call Completion Rate Symptom When the CRS system is under load, the system updates and writes to the log files more often. Therefore, Virus Scan software works more often. This can affect system performance. Error Message None. Possible Cause Changes or updates to log files trigger the Virus Scan software to read the files.
Chapter 8 Troubleshooting Tips VXML Problems Language specified is not accepted or played Symptom A user specifies a language, but the software does not accept it or play the language entered by the user. Error Message None. Possible Cause If you are trying to use a prompt or recognition grammars, the problem might be that the language was not successfully installed. Check the language and associated region in the ISO 639 and ISO 3166 standards.
Chapter 8 Troubleshooting Tips VXML Problems Step 5 Make sure that VXML, grammar, and audio files are correct by validating each piece separately before connecting them all together. Step 6 Tracing subfacilities that are helpful in debugging the Voice Browser steps include: SS_VB, SS_MRCP_TTS, SS_MRCP_ASR, and SS_CMT. See the Tracing chapter of this book for additional information. Step 7 Make sure the file fetching locations are reachable and correct.
Chapter 8 Troubleshooting Tips High Availability and Bootstrap
Chapter 8 Troubleshooting Tips High Availability and Failover Symptom #3: or if you see an error message that mentions the file "Tx.per". Error Message See the previous symptoms topic for the message. Possible Cause The files in BSTxState? may be corrupted. Recommended Action Manually clean the BSTxState?/ directory. Step 1 Shut down the Node Manager. Step 2 Copy everything in the wfavvid\BSTxState\ directory to a backup directory.
Chapter 8 Troubleshooting Tips High Availability and Failover Conflicts in Datastore Control Center history Symptom With high availability, messages appear in the comment column in the subscription agent history. To see the message from CRS Administration, select Datastore Control Center > History for a subscription agent. Error Message A message similar to Downloaded 111 data changes (0 inserts, 111 updates, 0 deletes, 111 conflicts)appears.
Chapter 8 Troubleshooting Tips High Availability and Failover You can download DTCPing.exe from Microsoft to troubleshoot the MS DTC issue. Go to: http://support.microsoft.com/default.aspx?scid=kb;en-us;250367. Service constantly shows Invalid Symptom The CRS Node Manager cannot start a service, and the service is shown "Invalid" from CRS Administration. Error Message A red X mark displays beside the service in CRS Administration.
Chapter 8 Troubleshooting Tips High Availability and Failover Server is in partial service Symptom The CRS server shows PARTIAL_SERVICE from the CRS Administration Control Center. Error Message PARTIAL_SERVICE on the CRS Administration Control Center web page under a specific server link. Possible Cause At least one service is not IN_SERVICE.
Chapter 8 Troubleshooting Tips VoIP Monitor Problems Cluster time synch fails Symptom The cluster time on the CRS machines (on the same cluster) is not synchronized with the Unified Communications Manager. Error Message The Network Time Protocol Service on the CRS machine exits with a message in the event log stating that the time difference is greater than the threshold. Possible Cause The NTP service has a built-in threshold of 1000 seconds.
Chapter 8 Troubleshooting Tips VoIP Monitor Problems VoIP monitor does does not work correctly Symptom VoIP Monitor does does not work correctly Error Message None Possible Cause The VoIP Monitor is not on the agents' phones Voice VLAN. Recommended Action If the VoIP Monitor is installed on CRS, see the Appendx on using multiple NICs with VoIP in the Cisco CAD Installation Guide at Cisco Unified Contact Center Express Install and Upgrade Guides web site. CRS 5.0 supports only an on-board VoIP Monitor.
Chapter 8 VoIP Monitor Problems Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.
INDEX CRS 4.
Index CRS Administration problems CRS Editor problems A component manager goes into partial service when uploading a file 8-23 Authentication web page is not available 8-19 Database table fields used by wallboard store data in milliseconds 8-21 8-23 Invalid files message displays while uploading a zip file of prompts 8-22 Management pages display error message when selected 8-21 Unified Communications Manager users display in random order 8-20 8-29 CRS Engine problems An error message plays when ca
Index Charts do no appear properly in MS Excel format 8-43 D diagnosing problems Client and Server security policies do not match 7-1 8-43 Columns displaced in Excel spreadsheet when exporting a report 8-52 E Columns of data missing in report in MS Excel format 8-43 examples traps during shutdown traps during startup Dialog box does not appear as expected when report is exported 8-45 2-10 Discrepancy in number of ACD calls shown on custom reports 8-50 2-9 Error when choosing an option from the
Index User login missing in Windows XP after installing HR client 8-42 Outbound buttons do not show up on CAD Outbound buttons show up but are disabled on CAD 8-59 Outbound calls are not getting dialed I Outbound call volume is low Internationalization problems 8-69 8-59 IPCC Express problems R Agent or CSQ does not appear in Cisco Agent Desktop 8-12 Real-Time Reporting problems Agents, Supervisors, or Teams are out of synch RM-CM remains in Initializing state 8-12 After installing JRE, the us
Index Management Information Base (MIB) setting community names setting the trap receiver setting up traps 2-8 Provider becomes IN_SERVICE immediately 2-7 Wave file prompt playback is garbled 2-7 starting, stopping, and confirming the service trap messages traps Non-UTF-8 characters needed for some languages 8-63 2-2 U 2-6 6-1 accessing 6-1 Unified CCX Call Statistics, Recording, and Monitoring Server support 1-4 documentation 6-1 Node Agent Service Server Unified CCX problems 6-1 Agent d
Index Prompt plays phrases in the wrong order Prompts play in an incorrect language Some prompts do not play 8-18 8-17 8-18 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) VoIP Monitor problems 1-3 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 Voice Bro
