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Cisco Customer Response Solutions Servicing and Troubleshooting Guide
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CONTENTS
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Preface
Purpose
Audience
Organization
Related Documents
Conventions
Obtaining Documentation
Cisco.com
Product Documentation DVD
Ordering Documentation
Documentation Feedback
Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Product Alerts and Field Notices
Obtaining Technical Assistance
Cisco Support Website
Submitting a Service Request
Definitions of Service Request Severity
Obtaining Additional Publications and Information
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About Serviceability
About CRS Serviceability
Serviceability Support
CiscoWorks Support
Syslog Support
Remote Serviceability
Unified CCX Call Statistics, Recording, and Monitoring Server Serviceability Support
Simple Network Management Protocol Support
About Simple Network Management Protocol (SNMP)
SNMP Basics
SNMP Agent and Subagents
SNMP Management Information Base (MIB)
SYSAPPL-MIB
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CISCO-VOICE-APPS-MIB
CISCO-CDP-MIB
SNMP Traps
SNMP Trap Messages
Failover Traps
Setting up SNMP Traps
Setting the SNMP Trap Receiver
Setting the SNMP Community Names
Starting, Stopping, and Confirming the SNMP Service
Snapshot of Traps During Startup
Snapshot of Traps During Shutdown
Alarm Service
About Alarms
Cisco CRS Alarm Service
Starting and Confirming the Alarm Service
Configuring the Alarm Service
Viewing Alarm Messages
Viewing Alarm Messages Sent to a Syslog Server
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Viewing Alarm Messages Sent to an SNMP Trap Receiver
Viewing Alarm Messages Sent to a Windows Event Log
Alarm Definitions
Finding Information About an Alarm
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Trace
About Trace Files
The Component Trace File
Configuring the Component Trace File
Trace Level Options
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Setting Trace Level Options
Viewing and Interpreting the Trace Files
Displaying a Trace File
Interpreting a Trace File
The Thread Dump Trace File
Writing to the Thread Dump Trace file
The CRS Log Files
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Cisco Desktop Product Suite Installation Logs
CRS Log Collection Tool
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Cisco Discovery Protocol Support
About the Cisco Discovery Protocol (CDP)
Using the CDP Driver
Accessing CDP Driver Control
Installing the CDP Protocol Driver
Starting the CDP Protocol Driver
Enabling the CDP Protocol Driver
Updating an IP Address for the CDP Protocol Driver
Locating Updated CDP Driver and Interface Files
Default CDP Settings
Cisco Support Tools
About Cisco Support Tools with Cisco CRS
Accessing Cisco Support Tools
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Diagnosing and Correcting Cisco CRS Problems
General Troubleshooting Steps
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Troubleshooting Tips
Installation Problems
One node on a CRS 5.0 two-node cluster crashes beyond repair
Backup, Restore, and Update Problems
Backup, Restore, and Upgrade cannot be started from a client desktop
During Backup, Restore, or Upgrade, an exception is seen in UI
Backup failed for a One or Two-Node system
CRS 4.5 profile name is missing
Page Not Found message is displayed during Restore or Upgrade
Restore fails due to a file not being found
Restore failed for a one-node system
Restore failed on a two-node system that had run before the Restore
Restore failed on a two-node system that was re-imaged
Some RmCm configuration is missing after Upgrade
CME Telephony subsystem problems
A functional routing point stopped working or the CME Telephony subsystem is in partial service
Cisco Unified Communications Manager Automated Attendant problems
Dial by name does not find the specified server
Automated Attendant prompt is not played
Cisco Unified Communications Manager Express Problems
Agent cannot log in on shared line
Agent cannot log in on restricted line
When agent drops from conference, all parties on conference are dropped
Cisco Unified CCX Problems
RmCm subsystem is out of service
RmCm subsystem remains INITIALIZING
RmCm remains in Initializing state
Agents, Supervisors, or Teams are out of synch
Agent or CSQ does not appear in Cisco Desktop Administrator (CDA)
Agents do not appear in the Resources area in the Unified CCX Configuration web page
You cannot select the order of agents
Agent does not go to Work state after handling a call
A media step causes a Could not create PlayPromptDialog Object exception
Unable to make any Unified CCX configuration changes
Some resource selection criteria are missing
Unable to record an agent
Sometimes the supervisor can monitor and record an agent and sometimes he cannot
Calls to Unified CCX route points are disconnected
Calls are not routed to agents
Agents do not show in a CSQ
Updating a NIC driver disables silent monitoring and recording
Cisco Unified IP IVR Problems
Cisco Unified IP IVR drops callers when transferring to an extension
Prompts play in language
Some prompts do not play
Some prompts in a script play in the language specified and other prompts play in English
CRS Administration Problems
The CRS Administration Authentication web page is not available
Uploading a license file can result in a warning message
User cannot log in to the CRS web page
Refreshing subflow script does not update parent scripts
Unified Communications Manager users display in random order
CRS Supervisor web page cannot be viewed from CRS Server
Database table fields used by wallboard store data in milliseconds
Management pages display error message when selected
Zip file does not auto unzip on Document Management page
Invalid files message displays while uploading a zip file of prompts
A Component Manager goes into partial service when uploading a zip file
High call rejection rate under heavy load
CRS Admin Utility Problems
The cluster is not in synchronization
CRS Admin Utility exits or does not come up after login.
The CRS Admin Utility fails due to data corruption
The CRS Admin Utility will not run on a none bootstrap node
The CRS Admin Utility will not run since the Node Manager hung
CRS Database Problems
Cannot configure Application or System parameters from their pages in CRS Administration
HR client login error
Cannot activate DB components on HA node
CRS Databases are not purged as expected
Historical Database db_cra is full
E-mail notification of database purging activities is not sent
Syslog or SNMP trap notification of database purging activities is not sent
CRS Editor Problems
Change a string variable to an integer
Accept step error during active debug
Error occurs with Reactive Debugging Tool
CRS Engine Problems
Agent cannot go Ready after logging in
Voice Browser step throws an exception
CRS Engine does not start and an RMI port in use error appears
Attempting to start the Cisco CRS Node Manager service causes an error 1067
Attempting to start the Cisco CRS Node Manager service causes an error 1069
Application subsystem is in partial service
CRS Engine is running but calls are not answered
Changing the time on CRS machines results in agents getting logged off
An error message plays when calling a CTI route point
Changes to applications do not register
Call drops during transfer over gateway
H.323 client DTMF digits not detected
Redirected call is disconnected
The CRS server runs out of disk space
CRS Server runs at 100% capacity or is very slow
Database Subsystem goes into partial service
JTAPI subsystem is in partial service
Unable to connect to JTAPI provider
The Simple Recognition step takes the unsuccessful branch
Calling party and CRS do not have common codec
Prompts with incorrect codec being played out
Prompt Exception in CRS Engine log file
CRS Engine does not start
Application subsystem in partial service and application running for an unexpectedly long time
CRS Server and Active Directory integration results in some services being unregistered
CRS Real-Time Reporting Problems
Attempting to run a real-time report causes an error
After installing JRE, the user receives a message from real-time reporting saying to install JRE
CRS Historical Reporting Problems
Exported PDF report does not print in landscape orientation
User login missing in Windows XP after installing HR client
Client and Server security policies do not match
Charts do not appear properly in MS Excel format
Columns of data missing in report in MS Excel format
Records truncated in report in MS Excel format
Agent names overwritten on charts
RTF Report containing charts has tabular report headings
Scheduler icon does not appear on Terminal Services client
Reports do not execute at scheduled times
Search dialog box and Preview tab appear in English on Windows system with locale set to German
Dialog box does not appear as expected when report is exported
Error when choosing an option from the Historical Reporting web page
Truncated report description in Historical Reports client
Scheduled Historical Reports do not run
The SQL Command Failed dialog box appears when you try to generate a historical report
Some information appears in English on a German system
The Historical Reports client computer cannot connect to the CRS server
A Database Connection Error 5051 error appears
Export file name does not appear in Export dialog box
Cannot point to local applications from the Database Server Configuration page
Only three report templates available for Unified CCX Standard
Discrepancy in number of ACD calls shown on custom reports
Priority Summary Activity Report chart prints only partly in color
Scheduled Historical Reports do not run and message appears in CiscoSch.log file
Historical Reporting Client window shows nothing in user drop-down menu
Historical Reporting Client stops working; attempt to log in again results in error messages
Scheduler DOS exception error received when running a custom report
Columns displaced in Excel spreadsheet when exporting a report
Scheduler icon does not appear in Windows status bar
Error message appears indicating connection with database is broken
Automatic Speech Recognition (ASR) Problems
Names are not recognized
Recognition never times out
Alternate pronunciations and nicknames are not recognized
Reduced call completion rate under heavy load while using an MRCP ASR Group
MRCP ASR subsystem is out of service
Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect
Calling a route point with an MRCP ASR Dialog Group results in default treatment
Outbound Problems
Agent does skip or skip-close but does not stay reserved
Agent is not getting callbacks
Agent is ready but does not get an Outbound call for up to Two minutes
Errors placing Outbound calls
Not all contacts get imported
Outbound buttons do not show up on CAD
Outbound buttons show up but are disabled on CAD
Outbound calls are not getting dialed
Outbound call volume is low
Outbound System Service is not in service
RTR Outbound reports do not show all possible reclassification
Text-to-Speech (TTS) Problems
Provider becomes IN_SERVICE immediately
A TTS Prompt will not play
A TTS prompt is not recognizable
MRCP TTS subsystem is out of service
Long TTS prompts consume significant memory on CRS Server
Non-UTF-8 characters needed for some languages
A .wav file prompt playback is garbled when played by a TTS server
Serviceability Problems
SNMP-based network management tools cannot monitor CRS components
File Manager in partial service
SNMP traps do not arrive at the trap receiver
Syslog messages not received by receiver
The Alarm Service does not start
Serviceability does not uninstall completely
Updating Data with the Serviceability Tool on One Node Does Not Update Other Nodes
Virus Scan software slows Call Completion Rate
CRS Internationalization Problems
Results not as expected for first name and last name in Chinese, Japanese, and Korean
Language specified is not accepted or played
VXML Problems
Voice Browser Step troubleshooting steps
Timeout attribute for non-input does not work
Menu Choice DTMF does not work
High Availability and Bootstrap
Transaction Manager cannot start
High Availability and Failover
Previously configured log file size is not preserved after system upgrade
Conflicts in Datastore Control Center history
Cannot make configuration changes in HA cluster
Cannot make configuration changes in RmCm Subsystem
Service constantly shows Invalid
CRS server keeps rebooting due to CRS Node Manager failure
Cluster is in partial service
Server is in partial service
CRS does not accept call or function properly
Service Master/Slave status is not shown on CRS Administration Control Center
Cluster time synch fails
CRS Servers respond slowly in HA environment
VoIP Monitor Problems
VoIP monitor does does not work correctly
CRS fails to start
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