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Alarm Service
Troubleshooting
Service
CRS Database Problems
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Scheduler icon does not appear in Windows status bar
Virus Scan software slows Call Completion Rate
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Cisco.com
Obtaining Documentation
Product Documentation DVD
Reporting Security Problems in Cisco Products
Documentation Feedback
Cisco Product Security Overview
Ordering Documentation
Obtaining Technical Assistance
Product Alerts and Field Notices
Cisco Support Website
Submitting a Service Request
Technical Support & Documentation radio button
Definitions of Service Request Severity
Obtaining Additional Publications and Information
Viii
Serviceability
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About CRS Serviceability
Serviceability Support
CiscoWorks Support
Remote Serviceability
Syslog Support
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About Simple Network Management Protocol Snmp
Snmp Basics
Snmp Agent and Subagents
Snmp Management Information Base MIB
SYSAPPL-MIB
Other Custom Subsystem
SYSAPPL-MIB
Snmp Traps
Snmp Trap Messages
Setting up Snmp Traps
Setting the Snmp Trap Receiver
Double-clickAdministrative Tools
Failover Traps
Setting the Snmp Community Names
Right-clickSNMP Services and chooseProperties
Click Add to List
Click the Accept Snmp packets from these hosts radio button
Starting, Stopping, and Confirming the Snmp Service
Snapshot of Traps During Startup
Snapshot of Traps During Shutdown
Traps During Startup
About Alarms
Cisco CRS Alarm Service
Starting and Confirming the Alarm Service
Severity Level Name Explanation
Viewing Alarm Messages Sent to a Syslog Server
Viewing Alarm Messages
Configuring the Alarm Service
Field Example Description
Sample Format
Viewing Alarm Messages Sent to a Windows Event Log
Alarm Definitions
Finding Information About an Alarm
Alarm Service Alarm Definitions
Trace
About Trace Files
Configuring the Component Trace File
Component Trace File
Trace Level Options
Severity Level Selection Messages Sent Explanation
Facility Code Description
Subfacility Code Description
Mgrmgr
Setting Trace Level Options
Websteps
Viewing and Interpreting the Trace Files
Interpreting a Trace File
Thread Dump Trace File
Displaying a Trace File
CRS Log Files
Writing to the Thread Dump Trace file
Displaying the Thread Dump Trace File
Click Dump Threads Trace
Serviceability components
Transaction components
Cisco Desktop Product Suite Installation Logs
CRS Log Collection Tool
Trace CRS Log Files
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
Showing the CDP Protocol Driver Properties
Locating Updated CDP Driver and Interface Files
Default CDP Settings
Accessing Cisco Support Tools
About Cisco Support Tools with Cisco CRS
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Troubleshooting
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General Troubleshooting Steps
Diagnosing and Correcting Cisco CRS Problems
Error output will be in the following file
Troubleshooting Tips
Installation Problems
Backup, Restore, and Update Problems
Troubleshooting Tips Backup, Restore, and Update Problems
Not Found message is displayed during Restore or Upgrade
Backup failed for a One or Two-Node system
CRS 4.5 profile name is missing
Restore failed for a one-node system
Restore fails due to a file not being found
Delete the C\Program Files\wfavvid\ClusterData folder
Troubleshooting Tips Backup, Restore, and Update Problems
Restore failed on a two-node system that was re-imaged
CME Telephony subsystem problems
Some RmCm configuration is missing after Upgrade
Dial by name does not find the specified server
Automated Attendant prompt is not played
Cisco Unified CCX Problems
Error Message CAD displays The line is restricted
Agent cannot log in on shared line
Agent cannot log in on restricted line
RmCm subsystem is out of service
RmCm subsystem remains Initializing
RmCm remains in Initializing state
Agents, Supervisors, or Teams are out of synch
You cannot select the order of agents
Agent does not go to Work state after handling a call
Unable to make any Unified CCX configuration changes
Some resource selection criteria are missing
Error Message Unable to record agent
Unable to record an agent
Calls to Unified CCX route points are disconnected
Calls are not routed to agents
Agents do not show in a CSQ
Cisco Unified IP IVR Problems
Prompts play in language
Some prompts do not play
CRS Administration Problems
Prompt plays phrases in the wrong order
CRS Administration Authentication web page is not available
Uploading a license file can result in a warning message
Refreshing subflow script does not update parent scripts
User cannot log in to the CRS web
Management pages display error message when selected
CRS Supervisor web page cannot be viewed from CRS Server
Error Message Invalid files
Zip file does not auto unzip on Document Management
Error Message Partialservice
CRS Admin Utility Problems
High call rejection rate under heavy load
CRS Admin Utility fails due to data corruption
CRS Admin Utility exits or does not come up after login
Cluster is not in synchronization
CRS Admin Utility will not run on a none bootstrap node
CRS Database Problems
CRS Admin Utility will not run since the Node Manager hung
Cannot activate DB components on HA node
HR client login error
CRS Databases are not purged as expected
Historical Database dbcra is full
Mail notification of database purging activities is not sent
Accept step error during active debug
CRS Editor Problems
Change a string variable to an integer
CRS Engine Problems
Error occurs with Reactive Debugging Tool
Error Message RMI port in use
Agent cannot go Ready after logging
Voice Browser step throws an exception
Choose System System Parameters
Application subsystem is in partial service
CRS Engine is running but calls are not answered
An error message plays when calling a CTI route point
Changes to applications do not register
Client Dtmf digits not detected
Call drops during transfer over gateway
Redirected call is disconnected
RunTruncatedHistDBLogs sa sapassword dbcraall
RunTruncateHistDBLogs sa sapassword tempdb
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
Calling party and CRS do not have common codec
Simple Recognition step takes the unsuccessful branch
Prompts with incorrect codec being played out
Error Message Port already in use
Prompt Exception in CRS Engine log file
CRS Engine does not start
ChooseSystem System Parameters
Attempting to run a real-time report causes an error
CRS Real-Time Reporting Problems
Error Message Unable to connect to the server
CRS Historical Reporting Problems
User login missing in Windows XP after installing HR client
Charts do not appear properly in MS Excel format
Client and Server security policies do not match
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
Error Message Not defined
Truncated report description in Historical Reports client
Scheduled Historical Reports do not run
Error Message Not associated with a trusted connection
Database Connection Error 5051 error appears
Some information appears in English on a German system
Export file name does not appear in Export dialog box
Error Message Request timed out
Click Connections Click LAN Settings
Discrepancy in number of ACD calls shown on custom reports
Click OK as needed to save your changes
Scheduler icon does not appear in Windows status bar
Error Message 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
Mrcp ASR subsystem is out of service
Select Subsystems Mrcp ASR Mrcp ASR Provider Configuration
Outbound Problems
Agent does skip or skip-close but does not stay reserved,
Agent does skip or skip-close but does not stay reserved
Agent is not getting callbacks
Not all contacts get imported
Errors placing Outbound calls
Outbound buttons do not show up on CAD
Outbound call volume is low
Outbound buttons show up but are disabled on CAD
Outbound calls are not getting dialed
Text-to-Speech TTS Problems
Outbound System Service is not in service
TTS Prompt will not play
Provider becomes Inservice immediately
Property name=com.cisco.tts.provider value=Nuance Vocalizer
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
Serviceability Problems
File Manager in partial service
Snmp traps do not arrive at the trap receiver
Syslog messages not received by receiver
Alarm Service does not start
Serviceability does not uninstall completely
CRS Internationalization Problems
Virus Scan software slows Call Completion Rate
Voice Browser Step troubleshooting steps
Vxml Problems
Language specified is not accepted or played
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
Cannot make configuration changes in RmCm Subsystem
Cannot make configuration changes in HA cluster
Conflicts in Datastore Control Center history
CRS server keeps rebooting due to CRS Node Manager failure
Service constantly shows Invalid
Cluster is in partial service
Server is in partial service
CRS does not accept call or function properly
VoIP Monitor Problems
Cluster time synch fails
CRS Servers respond slowly in HA environment
Multilple failovers with high CPU usage
Windows 2003, select Start Settings Network Connection
Select Advanced Settings Adapters and Bindings
VoIP monitor does does not work correctly
CRS fails to start
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