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Cisco Systems 5.0(1) manual

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Table of contents for the manual

  • Page 1

    Americas Headquarters Cisco Systems, In c. 170 West Tasman Drive San Jose, CA 951 34-1706 USA http://www.ci sco.com Tel: 408 526-4000 800 553-NETS (638 7) Fax: 408 527-0883 Cisco Customer Re sponse S olutions S er vicing and T r oubleshooting Guide Cisco Unified Contac t Center Express, Cisco Unif ied IP IVR, and Cisco Un ified Queue Manager , Re l[...]

  • Page 2

    THE SPECIFICATIONS AND INFORMATION REGARDING T HE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOU T NOTICE. ALL STATEMEN TS, INFORMATION, AND RECO MMENDATIONS IN THIS MANU AL ARE BELIEVED TO BE ACCURAT E BUT ARE PRESENTED WITHO UT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED . USERS MUST TAKE FUL L RESPONSIBILITY FOR THEIR APPLICATION O F ANY PROD[...]

  • Page 3

    i Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) CONTENTS Preface i Purpose i Audience i Organization i Related Documents ii Conventi ons ii Obtaining Documentation iii Cisco.com iii Product Documentation DVD iii Ordering Documentation iv Documentation Feedback iv Cisco Product Security Overview iv Reportin[...]

  • Page 4

    Contents ii Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) SNMP Agent and Subagents 2-2 SNMP Management Information Base (MIB) 2-2 SYSAPPL-MIB 2-2 CISCO-VOICE-APPS-MIB 2-6 CISCO-CDP-MIB 2-6 SNMP Traps 2-6 SNMP Trap Messages 2-6 Failover Traps 2-7 Setting up SNMP Traps 2-7 Setting the SNMP Trap Receiver 2-7 Se[...]

  • Page 5

    Contents iii Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) 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 Produc t Suite Installation Logs 4-11 CRS Log Collection To ol 4-11 CHAPTER 5 Cisco Discovery Proto col Support 5-1 About the Ci[...]

  • Page 6

    Contents iv Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Restore failed on a two-node system that had run before the Restore 8-6 Restore failed on a two-node system that was re-imaged 8-7 Some RmCm config uration is missing after Upgrade 8- 8 CME Telephony subsystem proble ms 8-8 A functional routing point [...]

  • Page 7

    Contents v Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) 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 [...]

  • Page 8

    Contents vi Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) 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.323 client DTMF digits n[...]

  • Page 9

    Contents vii Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) The Historical Reports client computer cannot connect to the CRS server 8-47 A Database Connection E rror 5051 error appears 8-47 Export file name does not appear in Export dialog box 8-48 Cannot point to local applica tions from the Database Serve[...]

  • Page 10

    Contents viii Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) 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 subsyste m is out of service 8-6 2 Long TTS prompts consume significant memo ry on CRS Server 8-62 Non-UTF-8 characters neede[...]

  • Page 11

    Contents ix Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Cluster time synch fails 8-76 CRS Servers respond slo wly in HA environment 8-76 Multilple failovers with high CPU usage 8-76 VoIP Monitor Proble ms 8-76 VoIP monitor does d oes not work correctly 8-77 CRS fails to start 8-77 I NDEX[...]

  • Page 12

    Contents x Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1)[...]

  • Page 13

    i Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Preface Purpose The Cisco CRS Servicing an d T roubleshooting Gu ide provides instru ctions for us ing the CRS Serviceability tool s and helps you resolv e any probl ems you might ex perience with the CRS system. Audience The Cisco CRS Servicing and T r ouble[...]

  • Page 14

    ii Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Preface Related Documents Y ou might also need the foll owing documen ts: • Cisco CRS Administrati on Guide • Cisco CAD Ser vice Inf ormation Guide • Cisco CRS Database Schema • Cisco CRS Getting Started with Scripts • Cisco CRS Editor Step Reference[...]

  • Page 15

    iii Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Preface Obtaining Documentation Cisco documentation and additi onal literature are a v ailable on Cisco.com. This section e xplains the product documentation r esources that Cisco of fers. Cisco.com Y ou can access the most current Cisco documentation at th[...]

  • Page 16

    iv Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Preface Ordering Documentation Y ou must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Docu mentation Store at this URL: http://www .cisco. com/go/marketplace/docsto re If you do not h[...]

  • Page 17

    v Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Preface • 1 408 525-6532 Ti p W e encourage you to use Pretty Good Pri v acy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitiv e information that you send to Ci s c o . P S I RT c a n w o r k w i t h inform ation that has be en encr[...]

  • Page 18

    vi Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Preface Note Before you submit a request for service online or b y phone, use the Cisco Product Identif ication T ool to locate your product serial number . Y ou can access this tool from the Cisco Support websit e by clicking the Get T ools & Resources li[...]

  • Page 19

    vii Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Preface Definitions of Service Request Severity T o ens ure that all servi ce requests ar e reported in a standard format, Cisco has establis hed sev erity definitions. Se verity 1 (S1)—An e xisting networ k is “down” or there is a critical impact to [...]

  • Page 20

    viii Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Preface • Networking Prof essionals Connection is an inte ract iv e website where netw orking professionals share questions, suggest ions, and informatio n a bout network ing products and technologies wi th Cisco experts and oth er networking professi onal[...]

  • Page 21

    P ART I S er viceability[...]

  • Page 22

    [...]

  • Page 23

    CH A P T E R 1-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 1 About Serviceability Cisco Customer Response Solutions (CRS) Servic eabi lity enables remote network management suppo rt for the Cisco CRS system. Serviceab ility enables this support thro ugh CiscoW orks and through any third-party n etwork m[...]

  • Page 24

    1-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 1 About Ser viceability CiscoWorks Support • Alarms—Use Alarms to obtain the run-t ime status and state of the Cisco CRS system and to tak e correcti ve action to f ix detected problems. Y ou can forward alarms to a Syslog serv er , to an SNMP tra[...]

  • Page 25

    1-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 1 About Serviceability Syslog Support For more information about CiscoW orks, refer to the document ation a vai lable at this URL: http://www .cisco.com/en/US/products/sw /csco work/ps3996/t sd_products_support_ series_home.html Syslog Support In add[...]

  • Page 26

    1-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 1 About Ser viceability Unified CCX Call Statistics , Recording, and Monitoring Server Serviceability Support Unified CCX Call Statistics, Record ing, and Monitoring Server Serviceability Support Y ou can set up a ded icated server for monitoring , re[...]

  • Page 27

    CH A P T E R 2-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 2 Simple Network Management Protocol Support This section contains the following topics: • About Simple Netw ork Manage ment Protocol (SNMP), page 2- 1 SNMP Basics, page 2-1 • SNMP Agent and Subagents, page 2-2 • SNMP Management Inform ati[...]

  • Page 28

    2-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port SNMP Agent and Su bagents • Management stations—Computer s on which the NMS is installed and from wh ich system administrators can retrie v e and ev aluate information from managed de vices. SNMP Agent[...]

  • Page 29

    2-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Ma nagement Protocol Su pport SYSAPPL-MIB The SYSAPPL-MIB allo ws you to use CiscoW orks or a third-party NMS bro wser to remotely access information abou t the Cisco CRS components i ncluding: • Cisco CRS Administration • Cisco [...]

  • Page 30

    2-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port SYSAPPL-MIB including b ut not limited to : – Manager Manager – Log Manage r – Config Manager – Executor Manager – Cluster Manager – Node Manage r – File Manager – Prompt Manager – Gramma[...]

  • Page 31

    2-5 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Ma nagement Protocol Su pport SYSAPPL-MIB • Cisco Desktop IP Phone Agent Service • Cisco Desktop Recording an d Statistics Service • Cisco Desktop V oIP Monitor Service • Cisco Desktop Recording Service • Cisco Desktop LD A[...]

  • Page 32

    2-6 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port CISCO-VOICE-APPS-MIB For more information about the SYSAPPL-MIB, refer to this URL: ftp://ftp.cisco.com/pub/mi bs/v2/SYSAPPL-MIB.my CISCO-VOICE-APPS-MIB The CISCO-V OICE-APPS-MIB pro vides information abou[...]

  • Page 33

    2-7 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Ma nagement Protocol Su pport Setting up SNMP Traps When an SNMP agent detect s an alarm condition, it generates a trap (also called a not ification ) that is sent to conf igured IP addresse s. T o set up SNMP traps, see Setting up S[...]

  • Page 34

    2-8 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port Setting up SNMP Traps Y ou must conf igure at least o ne community string or SNMP will not respond to requests. Com munity name is case-sensiti ve Step 7 Click Add to List . Step 8 U nder the T rap destina[...]

  • Page 35

    2-9 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Ma nagement Protocol Su pport 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 al ways be[...]

  • Page 36

    2-10 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port Setting up SNMP Traps Figur e 2-1 T raps Dur ing Startup Snapshot of Traps During Shutdown The follo wing e xample sho ws a snapshot oftraps generated b y CRS during shutdo wn. T o vie w this f ile more c[...]

  • Page 37

    CH A P T E R 3-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 3 Alarm Service This section contains the following topics : • About Alarms, page 3-1 • Cisco CRS Alarm Service, page 3-1 • Starting and Conf irming the Alarm Service, p age 3-2 • Config uring the Alarm Ser vice, page 3-3 • V iewing A [...]

  • Page 38

    3-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Cisco CRS Alarm Service • SNMP Tr ap Subagent—Processes alarms and sends them as traps to a configured trap receive r , such as the V o ice Health Monitor (VHM) in CiscoW orks. For more information, see CiscoW orks Support, page 1-[...]

  • Page 39

    3-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Viewing Alarm Messages Configuring the Alarm Service When you configure the Alarm Serv i ce, you prov ide the Cisco CRS system with infor mation about ho w to handle alarms. T o configure the Alar m Service, perform the follo wing ste[...]

  • Page 40

    3-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Viewing Alarm Me ssages Sent to a Syslog Serv er T o vie w alarm messages that were sent to a third-party Syslog server , refer to the documentation for that system. Ta b l e 3-2 describes the fields foun d in Syslog messages. : Ta b l[...]

  • Page 41

    3-5 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Viewing Alarm Messages Sen t to an SNMP Trap Receiver Viewing Alarm Messages Sent to an SNMP Trap Receiver T o vie w alarm messages that were sent to the Ci scoW orks V oice Health Moni tor (VHM), refer to the CiscoW orks documentatio[...]

  • Page 42

    3-6 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Alarm Definitions • For a list of alarm message names that relate to a specific facility and subf ac ility , click the Catalog drop-down arro w , choose the de sired item, and then c lick Search . • For a specific alarm message nam[...]

  • Page 43

    CH A P T E R 4-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 4 Trace This section contains the following topics : • About T race Files, page 4-1 • The Component T race File, page 4-2 • Configuring the Component T race File, page 4-2 • T race Le vel Optio ns, page 4-3 • Setting T race Le vel Opti[...]

  • Page 44

    4-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace The Component Trace File The Component Trace File Y ou can create a trace file for an y of the following Cisco CRS components: • Cisco CRS Engine • Cisco CRS Administration • Cisco CRS Editor • Cisco CRS Node Manager • Cisco CRS SQL [...]

  • Page 45

    4-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Options Step 4 Click Update . Trace Level Options A trace file is a log file that records acti vity from the Cisco CRS component subsystems and steps. T race files let y ou obtain specif ic, detailed informati on about the syst em[...]

  • Page 46

    4-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Op tions All applications that use the CRS T race library use a Syslog F acility Code. Ta b l e 4-2 lists the Facilities and Descriptions for the T race Files . Ta b l e 4-2 T race File F acilities Facility Code Description MIVR W [...]

  • Page 47

    4-5 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Options 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_MG R Grammar Manager GRP_CFG Group Conf iguration HOLID [...]

  • Page 48

    4-6 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Op tions MGR_MGR Manager Man ager NODE_MGR Node Manager P ALETTE Editor Palette PR OMPT_MGR Prompt Manager PURGING Purging RPT Reporting RT P P O RT _ M G R R TP Manager SCRIPT_MGR Script Manager SESSION_MGR Session Manage r SIP_ST[...]

  • Page 49

    4-7 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Options When the Unif ied CCX product i s running on a 7845 mach ine and tracin g is ON (the default ), limit the Busy Hour Call Co mpletions (BHCC) to 4 500 calls per hour . If you w ant to run a higher BHCC, turn the debug trace[...]

  • Page 50

    4-8 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Viewing and Interpre ting the Trace Files Viewing and Interpreting the Trace Files The Cisco CRS server stores th e trace files in the Log directory under the directory i n which you installed the Cisco CRS component. F rom the Cisco CRS Admin[...]

  • Page 51

    4-9 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace The CRS Log Files Note There is also a Memory Dump f ile. It is located in CRS Administration in the same place as the Thread Dump fil e. It creates a memory dump f ile of the type memory<timest amp>.log . Writing to the Thread Dump Tra[...]

  • Page 52

    Ta b l e 4-4 CRS Log Files Component Path File/Extension MSI Installer (root) • CRSMsiInstallLog.txt • CalInsta ll.log • CRSMsdeInsta llLog.txt • CRSAutorun.log • CRS-B ARSJVMinstallLog.txt • SQLInstallLog.txt • CRSMsiUnregister .log • UpdateT ool.log • CRSPatchInstallLog.txt • CRSJREInstallLog.txt Cluster V iew Daemon (CVD) [...]

  • Page 53

    4-11 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace The CRS Log Files Cisco Desktop Product Suite Installation Logs If you need to locate the Cisco Desktop Product Suite, V ersion 6.4, log files, thi s section helps you to locate th em. Here are the lo cations of th e various log files: • T[...]

  • Page 54

    4-12 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace The CRS Log Files The CRS Log Collection T ool dialog box appears. Step 3 Ent er the path and name of the zi p file you w ant to create and click Sa ve . Thi s collects all the log f iles on the system into the zip f ile. If you w ant to limi[...]

  • Page 55

    CH A P T E R 5-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 5 Cisco Discovery Protocol Support This section contains the following topics : • About the Cisco Disco very Prot ocol (CDP), page 5-1 • Using the CDP Driv er , page 5-2 • Accessing CDP Dri ver Control, page 5-2 • Installing the CDP Prot[...]

  • Page 56

    5-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 5 Cisc o Di scovery Protocol Support Using the CDP Driver Using the CDP Driver Starting a system on which Cisco CRS is installed enables the CDP dri ver . Y ou can use CDP to allow CiscoW orks to discover and manage your Cisco CRS systems. CiscoW orks[...]

  • Page 57

    5-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 5 Cisco Discovery Protocol Su pport Updating an IP Address for the CDP Protocol Driver Enabling the CDP Protocol Driver T oenable the CDP protocol dri ver , follow t hese steps . Step 1 Choo se Start > Settings > Contr ol Panel . Step 2 Doub le[...]

  • Page 58

    5-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 5 Cisc o Di scovery Protocol Support Locating Up dated CDP Driver and Inte rface Files Locating Updated CDP Driver and Interface Files Installing Cisco CRS updat es these components: • The CDP dri ver (cdp.sys) updates to the W indo ws 2003 dri ver [...]

  • Page 59

    CH A P T E R 6-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 6 Cisco Support Tools This section contains the following topics : • About Cisco Support T ools with Cisco CRS, page 6- 1 • Accessing Cisco Support T ools, page 6-1 About Cisco Support Tools with Cisco CRS Cisco Support T ools can help you m[...]

  • Page 60

    6-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 6 Cisco Su pport Tools Accessing Cisco Support T ools[...]

  • Page 61

    P ART II T r oubleshooting[...]

  • Page 62

    [...]

  • Page 63

    CH A P T E R 7-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 7 Diagnosing and Correcting Cisco CRS Problems The troubleshooting section describ es problems that you might encounter when using the Cisco Customer Response Solutions (CRS ) system. For each problem, th is manual lists symptoms, po ssible caus[...]

  • Page 64

    7-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 7 Diagnosing and Correcting Cisco CRS Problems General Troubleshooting Steps The error output will be in t he follo wing f ile: c:program fileswfavvidlogMADMjvm.stderr[...]

  • Page 65

    CH A P T E R 8-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 8 Troubleshooting Tips The follo wing sections pro vide help in corr ecting problems with Cisco CRS softw are. If you e xperience problems when usin g the Cisco Ag ent Desktop o r the Cisco Supervisor Desktop, see the T roubleshooting sectio n o[...]

  • Page 66

    8-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Installation Problems • Serviceability Prob lems, page 8-64 • CRS Internationalization Pro blems, page 8-68 • VXML Problems, p age 8-69 • High A v ailability and Bo otstrap, page 8-71 • High A v ailability and F ailov[...]

  • Page 67

    8-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Backup, Restore, and Upd ate Problems • Page Not Found message is di splayed during Restore or Upg rade, page 8-4 • Restore fails due to a f ile not being found, page 8-5 • Restore failed f or a one-node system, page 8-5[...]

  • Page 68

    8-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Backup, Restore, and Up date Problems Backup failed for a One or Two-Node system Symptom Backup failed f or a one or two-node system. Error Message Backup and Restore displays an exception or a ' Page Not Found' messa[...]

  • Page 69

    8-5 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Backup, Restore, and Upd ate Problems If Restore still fails, please conta ct T A C. Restore fails due to a file not being found Symptom Restore fails due to "<file-name> file is not f ound." Error Message &quo[...]

  • Page 70

    8-6 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Backup, Restore, and Up date Problems Step 5 Redo the restore. If you don't ha v e a copy of original Cl usterData folder: Step 1 Rei nstall the CRS server usi ng W in2K3 OS. Step 2 Fresh install the serv er using the CRS [...]

  • Page 71

    8-7 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Backup, Restore, and Upd ate Problems Restore failed on a two-node system that was re-imaged Symptom Restore failed on a tw o-node system. The system was re-imaged and had not been conf igured to run as a cluster . Error Messa[...]

  • Page 72

    8-8 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CME Telephony subsystem proble ms Some RmCm configuration is missing after Upgrade Symptom After the 4.5 to 5.0 Upgrade is successful, the system is missing some RmCm conf iguration (that is, resource skil ls group, CSQ conf ig[...]

  • Page 73

    8-9 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified Communications Mana ger Automated Attendant proble ms Cisco Unified Communications Ma nager Automated Attendant problems This section contains the fo llo wing troubleshooting tip s on Cisco Unified Comm unication[...]

  • Page 74

    8-10 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Cisco Unified Communications Manager Express P roblems Cisco Unified Communications Manager Express Problems This section contains the fo llo wing troubleshooting tip s on Cisco Unified Comm unications Manager Express (Unif ie[...]

  • Page 75

    8-11 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified CCX Problems • Agents, Supervisors, or T eams are out of synch, page 8-12 • Agent or CSQ does not appear in Cisco Desk top Administrator (CD A), page 8-12 • Agents do not appear in the Resources ar ea in t[...]

  • Page 76

    8-12 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Cisco Unified CCX Problems Step 1 Check the RM JT API provider conf iguration and then stop and restart the CRS engine. Step 2 Check to be sure the w orkflo w sc ripts CM.aef an d RM.aef are pres en t on the Script Management [...]

  • Page 77

    8-13 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified CCX Problems Agents do not appear in the Resources area in the Unified CCX Configuration web page Symptom No agents a ppear in the Re sources area in th e Unified CCX Conf iguration web page. Error Message None.[...]

  • Page 78

    8-14 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Cisco Unified CCX Problems A media step causes a Could not create PlayPromptDialog Object exception Symptom Any media step except SendDigitStrin g causes the follo wing e xception in the CRS trace f iles. Error Message Could n[...]

  • Page 79

    8-15 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified CCX Problems Unable to record an agent Symptom A supervisor is unable to record an agen t's call . Clicking on Record pops up a message dialog box. Error Message Unable to r ecor d ag ent. Possible Cause Th[...]

  • Page 80

    8-16 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Cisco Unified CCX Problems Agents do not show in a CSQ Symptom A CSQ is conf igured with a g roup of agents for Ski ll A and a group of agents for Sk ill B; howe ver , the ag ents do not s ho w up in the C SQ. Error Message No[...]

  • Page 81

    8-17 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified IP IVR Problems Cisco Unified IP IVR Problems This section contains the fo llo wing troubleshooting tips on Unif ied IP IVR problems: • Cisco Unif ied IP IVR drops callers when transferring to an e xtension, p[...]

  • Page 82

    8-18 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Administration P roblems Some prompts do not play Symptom A prompt in a script d oes not play . The script may or may n ot continue ex ecuting. Error Message None. Possible Cause A prompt is missing in the language di rect[...]

  • Page 83

    8-19 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Administration Problems • Unif ied Communications Manager user s display in random order , page 8-20 • CRS Supervisor web page cannot be vi ewed fro m CRS Server , page 8-21 • Database table f ields used b y wallboa[...]

  • Page 84

    8-20 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Administration P roblems Uploading a license file can result in a warning message Symptom The user gets a warning message wh en uplo ading license f iles using CRS Admin istration. Error Message The license f ile, <file[...]

  • Page 85

    8-21 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Administration Problems CRS Supervisor web page cannot be viewed from CRS Server Symptom The Cisco CRS Superv isor web page canno t be viewed from the Cisco CRS Server . Error Message None. Possible Cause If the Cisco CRS[...]

  • Page 86

    8-22 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Administration P roblems • T o acti vate the Repository Datastore component, from CRS Administr ation select Cont rol Center > Component Activation page. Check to be sure the nodes wi th Repository Datasto re componen[...]

  • Page 87

    8-23 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Admin Utility Problems A Component Manager goes into partial service when uploading a zip file Symptom When uploading a f ile or zip file from Pro mpt Management, Gr ammar Management, or Document Management in CRS Adminis[...]

  • Page 88

    8-24 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Admin Utility Problems The cluster is not in synchronization Symptom The cluster is not in sy nchronization. Error Message Rerun the CRS Admin Utility again to bring the clus ter back into synchronization. Possible Cause T[...]

  • Page 89

    8-25 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Database Problems The CRS Admin Utility will no t run on a none bootstrap node Symptom The CRS Admin Utilit y will not run on a none b ootstrap node. Error Message Local system is not a Bootstrap Server Node. Please run C[...]

  • Page 90

    8-26 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Database Problems Cannot configure Application or System parameters from their pages in CRS Administration Symptom Cannot configure Applic ation or System parameters fro m their pages in CRS Administra tion. Error Message [...]

  • Page 91

    8-27 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Database Problems • Y ou ha ve altered th e size of the CRS databases. Recommended Action Depending upon the cause of the problem, do one of the follo wing: • From the CRS Administ ration web page, choose T ools > [...]

  • Page 92

    8-28 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Editor Problems Syslog or SNMP trap notification of database purging activities is not sent Symptom The CRS system does not send Sy slog notif ication or SNMP trap notifi cation of pur ging activ ities. Error Message None.[...]

  • Page 93

    8-29 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems Error occurs with Reactive Debugging Tool Symptom An error occurs when u sing the Reacti ve Deb ugging tool. Error Message Not defined. Possible Cause Using the CRS Editor Reacti ve Deb ugging tool on a tr[...]

  • Page 94

    8-30 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems Agent cannot go Ready after logging in Symptom Agent cannot go Ready after logging i n. Error Message The Cisco Agent Desktop says that the resource's device is off and the agent extension is out of se[...]

  • Page 95

    8-31 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems Attempting to start the Cisco CRS N ode Manager service causes an error 1067 Symptom Y ou attempt to start the Cisco C RS Node Mana ger service in the W indows Services windo w and the follo wing message a[...]

  • Page 96

    8-32 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems CRS Engine is running but calls are not answered Symptom The CRS Engine is running b u t the CRS system does not answer calls. Error Message None. Possible Cause The JT API subsystem is out of service, the [...]

  • Page 97

    8-33 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems An error message plays when calling a CTI route point Symptom Callers hear a message when calling a C TI route point. The JT API subsystem might also be in partial service because the CTI route point cann [...]

  • Page 98

    8-34 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems Call drops during transfer over gateway Symptom When the CRS system receiv es a call made over a gate way , the C RS system drops the call if the call is transfer red. Error Message None. Possible Cause The[...]

  • Page 99

    8-35 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems The CRS server runs out of disk space Possible symptoms are: • An out of memory error o c curs on the CRS se rver . • Accessing pur ging or synchronizati on pages on the Administration U I returns an e[...]

  • Page 100

    8-36 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems • T race settings include debugging. • Cisco Unif ied Communications Manager polling is en abled. (Polling is enable d by def ault, b ut it can consume server resources.) • Y ou are runn ing many appl[...]

  • Page 101

    8-37 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems JTAPI subsystem is in partial service Symptom The Engine Status area in the Engine web page sho ws that the JT API subsystem is in partial service. Error Message None. Possible Cause The JT API client was [...]

  • Page 102

    8-38 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems The Simple Recognition step takes the unsuccessful branch Symptom The Simple Recognition step in a scri pt take s the unsuccessful branch ev en when the word spoken or DTMF k ey pr essed is def ined in the [...]

  • Page 103

    8-39 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems Prompt Exception in CRS Engine log file Symptom A prompt e xception appears in the Cisco CRS Engine log f ile. Error Message The exception contains the words open port failed . Possible Cause This error is[...]

  • Page 104

    8-40 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Real-Time Reporting Problems CRS Server and Active Directory integration results in some services being unregistered Symptom Installing Cisco CRS Serv er into a corpor ate Acti ve Di rectory to take adva ntage of a single [...]

  • Page 105

    8-41 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips 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 me ssage box with information about the [...]

  • Page 106

    8-42 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems • Attempt to log in to the CRS Serv er from the Historical Rep orting client fails and an error message is retur ned, page 8-49 • Only three report templates a v ailable for Unif ied CCX S[...]

  • Page 107

    8-43 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Historical Reporting Problems Client and Server security policies do not match Symptom The Cisco CRS Historical Repo rts client does not w ork on W indo ws 2000 Professional when the Cisco CRS Serv er is on the W indows 2[...]

  • Page 108

    8-44 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems Agent names overwritten on charts Symptom Agent names o verwrite each ot her on charts that appear with the Agen t Detail Report, the Agent Login Logout Acti vity Report, or the Agent Summary [...]

  • Page 109

    8-45 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips 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 Rep orts client on a computer wit h an English ve[...]

  • Page 110

    8-46 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems Truncated report description in Historical Reports client Symptom Historical Report(s) i n a localized version, such as Sp anish, has the report descriptio n truncated in the Historical Report[...]

  • Page 111

    8-47 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Historical Reporting Problems Some information appears in English on a German system Symptom On a CRS Historical Report s client computer with an En glish ve rsion of W indows for which the system locale has been set to G[...]

  • Page 112

    8-48 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems Step 2 Creat e a DSN to the db_cra database on the CRS serv er to which the client computer i s attempting to connect. Make sure th e client computer and the CRS server ha ve the same Administ[...]

  • Page 113

    8-49 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips 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 [...]

  • Page 114

    8-50 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting 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 cal ls[...]

  • Page 115

    8-51 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Historical Reporting Problems Step 5 Click Advanced . Step 6 In the Do not use proxy serv er f or addresses beginning with f ield , enter the IP address of t he Cisco CRS server to whi ch the Historical Reports client sys[...]

  • Page 116

    8-52 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems Step 3 If after successfully connecti ng to the CRS Administration web page th e client error persists, modify your clie nt hrcConfig.ini file by updating AuthRe qT imeOut in the Gen eral sect[...]

  • Page 117

    8-53 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Automatic Speech Recognition (ASR) Prob lems Error message appears indicating connection with database is broken Symptom During generation of an Agen t Detail Report or an Abandoned Call Detai l Activit y Report, an error mes[...]

  • Page 118

    8-54 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Automatic Speech Recogn ition (ASR) Problems Recognition never times out Symptom While waiting for speech input, sp eech recognition waits indef initely . Error Message None. Possible Cause This problem is caused b y setting t[...]

  • Page 119

    8-55 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Automatic Speech Recognition (ASR) Prob lems Step 1 Select Subsyst ems > MRCP ASR > MRCP ASR Pro vider Confi guration . Step 2 Click the MRCP ASR Dialog Gr oups link on the left panel Step 3 Eit her click the Add MRCP A[...]

  • Page 120

    8-56 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Outbound Problems Step 1 If you want to relo ad th e data associated with a single MRC P Provider , Server , or Group, go to Subsystems > MRCP ASR to access the MRCP ASR Configuration page and click the refresh icon for the[...]

  • Page 121

    8-57 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Outbound Problems • Agent is not getting call backs, page 8-57 • Agent is ready b ut does not get an Outbou nd call for up to T wo minutes, page 8-57 • Errors placing Outboun d calls, page 8-58 • Not all contacts get [...]

  • Page 122

    8-58 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting 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 prefix es on the General Conf iguration web page could be [...]

  • Page 123

    8-59 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Outbound Problems Outbound buttons show up but are disabled on CAD Symptom Outbound b uttons sho w up b ut are disabled on CAD. Error Message None Possible Cause The Enterprise Data Service on the server is do wn. Recommended[...]

  • Page 124

    8-60 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Text-to-Speech (TTS) Pr oblems Outbound System Service is not in service Symptom The Outbound System Serv ice is not in service. Error Message None Possible Cause The Outbound license has no t been upload ed, no t all Config D[...]

  • Page 125

    8-61 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Text-to-Speech (TTS) Proble ms Provider becomes IN_SERVICE immediately Symptom When crea ting as ASR/TTS p rovide r , its statu s becomes IN_SER VICE immediate ly . This happens ev en before creating any serv ers for it. Erro[...]

  • Page 126

    8-62 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Text-to-Speech (TTS) Pr oblems A TTS prompt is not recognizable Symptom A TTS Prompt cannot be reco gnized by cal lers. Error Message None. Possible Cause The language of the text does no t match the Override Lang uage in the [...]

  • Page 127

    8-63 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Text-to-Speech (TTS) Proble ms Non-UTF-8 characters needed for some languages Symptom When using TTS for some lang uages, such as Fr ench or Spanish, charac ters are needed that are not in the UTF-8 character set. For example[...]

  • Page 128

    8-64 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Serviceability Problems Error Message None. Possible Cause Nuance TTS may be con figur ed as the syste m default TTS provider , in which case, the wa ve f ile prompt is pl ayed out b y Nuance TTS . Nuance TTS does not support [...]

  • Page 129

    8-65 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Serviceability Problems SNMP-based network management tools cannot monitor CRS components Symptom Y ou are unable to moni tor CRS components wi th SNMP-b ased network management too ls, such as CiscoW orks. Error Message None[...]

  • Page 130

    8-66 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Serviceability Problems Step 2 Doub le-click SNMP Services in the N ame field. Step 3 In the SNMP Service Properties windo w , click the Tr a p s tab and make sure that you use the correct cas e and name for the community name[...]

  • Page 131

    8-67 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Serviceability Problems The Alarm Service does not start Symptom The Cisco CRS Alarm service does not start. Error Message None. Possible Cause AlarmNTService.e xe does not e x ist, or the alar m service is not registered. Re[...]

  • Page 132

    8-68 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Internationalization Problems Virus Scan software slows Call Completion Rate Symptom When the CRS system i s under load, the system updates and wr ites to the log f iles more oft en. Therefore, V irus Scan software works m[...]

  • Page 133

    8-69 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips VXML Problems Language specified is not accepted or played Symptom A user specif ies a language, b ut the softwa re does not accept it or play the language entered by the user . Error Message None. Possible Cause If you are t[...]

  • Page 134

    8-70 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips VXML Problems Step 5 Mak e sure that VXML, grammar , and audio f iles are correct by v alidating each piece separately before connecting them all together . Step 6 T racing subfacili ties that are helpful in debuggin g the V o[...]

  • Page 135

    8-71 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips High Availability and Bootstrap <menu id="aa" dtmf="true"> <prompt> Welcome to the automated attendant. To enter the phone number of the person you are trying to reach, press 1. To enter the na[...]

  • Page 136

    8-72 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips High Availability and Failover Symptom #3: or if you see an error message that mentions the f ile "Tx.per". Error Message See the previous symptoms topic for the message. Possible Cause The files in BSTxStat e? may b[...]

  • Page 137

    8-73 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips High Availability and Failover Conflicts in Datastore Control Center history Symptom W ith high av ailability , messages appear in the comment column in the subscript ion agent history . T o see the message from CRS Administr[...]

  • Page 138

    8-74 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips High Availability and Failover Y ou can download DTCPing.e xe 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 [...]

  • Page 139

    8-75 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips High Availability and Failover Server is in partial service Symptom The CRS server show s P AR TIAL_SER VICE from the CRS Administration Control Center . Error Message P ARTIAL_SER VICE on the CRS Administration Control Cente[...]

  • Page 140

    8-76 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips VoIP Monitor Problems Cluster time synch fails Symptom The cluster time on the CRS m achines (on the same cluster) is no t synchron ized with t he Unif ied Communications Manager . Error Message The Network Time Protocol Servi[...]

  • Page 141

    8-77 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips VoIP Monitor Problems VoIP monitor does does not work correctly Symptom V oIP Monitor doe s does not work correctly Error Message None Possible Cause The V oIP Monito r is not on the agents' phones V oice VLAN. Recommend[...]

  • Page 142

    8-78 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips VoIP Monitor Problems[...]

  • Page 143

    IN-1 Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) INDEX A alarms Alarm Service 3-1 alarm severi ty levels 3-2 Cisco CRS Alarm Service 3-1 configuring the Al arm Service 3-3 definitions 3-5 finding informati on about 3-5 Severity levels 3-2 starting and confirming the servi ce 3-2 Syslog message format 3-4[...]

  • Page 144

    Index IN-2 Cisco Customer Response Solu tions Servicin g and Troublesh ooting Guide, Release 5.0(1) CRS Administratio n problems A component manager goes into par tial service when uploading a fil e 8-23 Authentication web page is n ot available 8-19 CRS Supervisor web page cannot be viewed from CRS Server 8-21 Database tabl e fields used by wal lb[...]

  • Page 145

    Index IN-3 Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) D diagnosing problems 7-1 E examples traps during shutdown 2-10 traps during startup 2-9 H High Availabil ity and bootstrap problems 8-71 An exception on startup 8-71 Transaction Manager cannot start 8-71 High availabilit y and failover problems 8-72[...]

  • Page 146

    Index IN-4 Cisco Customer Response Solu tions Servicin g and Troublesh ooting Guide, Release 5.0(1) User login missing in Windows XP af ter installing HR client 8-42 I Internationalizatio n problems Language specified is not accepted o r played 8-69 Results not as expected for first name and last name in Chinese, Japanese, and Korean 8-68 IPCC Expr[...]

  • Page 147

    Index IN-5 Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Management Information Base (M IB) 2-2 setting community names 2-8 setting the trap receiver 2-7 setting up traps 2-7 starting, stopping, and conf irming the service 2-9 trap messages 2-6 traps 2-6 Support Tools 6-1 accessing 6-1 documentation 6-1 No[...]

  • Page 148

    Index IN-6 Cisco Customer Response Solu tions Servicin g and Troublesh ooting Guide, Release 5.0(1) Prompt plays phrases in the wrong o rder 8-18 Prompts play in an incorrect language 8-17 Some prompts do no t play 8-18 Some prompts in a script p lay in the language specified and other prompts pl ay in English 8-18 Unified IP IVR drops caller s whe[...]