Cisco Systems 5.0(1)

6-2

Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

Chapter 6 Cisco Support Tools

Accessing Cisco Support Tools

Contents

Main Cisco Customer Response Solutions Servicing and Troubleshooting Guide Page CONTENTS Page Page Page Page Page Page Page Page Page 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 Page Page Page 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 Page Page Page 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 Page 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 Page Trace About Trace Files The Component Trace File Configuring the Component Trace File Trace Level Options Page Page Page 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 Page Cisco Desktop Product Suite Installation Logs CRS Log Collection Tool Page 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 Page Page Page Diagnosing and Correcting Cisco CRS Problems General Troubleshooting Steps Page 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 Page INDEX A B C Page D E H I L M O T U V