8-36
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
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. Debugging consumes substantial server resources. Only use
debugging as a trace level option when you are actively debugging Cisco CRS.
Step 2 Turn CRS debugging off if the system is running BHCC higher then 4500.
Step 3 If you have a very high load with 300 agents, disable all the logs and traces.
Step 4 If you have very high load with 300 agents, you should redirect logs (for example Unified CM logs) to
a different drive where CRS and SQL is installed.
Step 5 Turn off Cisco Unified Communications Manager polling. Polling enables JTAPI (and therefore the
telephony applications that use JTAPI, such as CRS) to detect the addition of devices to an application
or user’s controlled list. For example, polling can detect when an agent is added to a call center or a CTI
port is added to the CRS Engine. If you do turn off polling, Cisco Unified Communications Manager
does not update new devices automatically. For example, you must restart the CRS Server after adding
a new CTI port or route point to Cisco Unified Communications Manager.
Step 6 If you are using a smaller system with many applications running at the same time, install the different
telephony applications on separate servers or use an MCS-7835.
Step 7 Defragment the hard disk at regular interval on the CRS machine if the load is very high.
Database Subsystem goes into partial service
Symptom The Database subsystem is in partial service when the Cisco CRS system is configured to use
a Sybase database.
Error Message None.
Possible Cause If the Sybase datasource name that you enter in the Cisco CRS Administration Enterprise
Database Subsystem Configuration web page does not match exactly the datasource name in the
Windows ODBC DSN configuration window, the database connection will fail and the database will
go into partial service.
Recommended Action Be sure the Sybase datasource name on the Administration Enterprise Database
Subsystem Configuration web page matches the Windows ODBC datasource name.