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 Scheduler icon does not appear in Windows status bar
 Virus Scan software slows Call Completion Rate
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Obtaining Documentation
Product Documentation DVD
 Cisco Product Security Overview
Reporting Security Problems in Cisco Products
Documentation Feedback
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
Page
 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
 Double-clickAdministrative Tools
Setting up Snmp Traps
Setting the Snmp Trap Receiver
Failover Traps
 Click Add to List
Setting the Snmp Community Names
Right-clickSNMP Services and chooseProperties
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
 Thread Dump Trace File
Viewing and Interpreting the Trace Files
Interpreting a Trace File
Displaying a Trace File
 Displaying the Thread Dump Trace File
CRS Log Files
Writing to 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
 Installing the CDP Protocol Driver
Using the CDP Driver
Accessing CDP Driver Control
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
Page
 Troubleshooting
Page
 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
 Agent cannot log in on shared line
Cisco Unified CCX Problems
Error Message CAD displays The line is restricted
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
 Calls to Unified CCX route points are disconnected
Error Message Unable to record agent
Unable to record an agent
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
 Voice Browser step throws an exception
Error Message RMI port in use
Agent cannot go Ready after logging
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
 CRS server runs out of disk space
RunTruncatedHistDBLogs sa sapassword dbcraall
RunTruncateHistDBLogs sa sapassword tempdb
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
 CRS Engine does not start
Error Message Port already in use
Prompt Exception in CRS Engine log file
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
 Columns of data missing in report in MS Excel format
Charts do not appear properly in MS Excel format
Client and Server security policies do not match
Records truncated in report in MS Excel format
 Scheduler icon does not appear on Terminal Services client
Agent names overwritten on charts
RTF Report containing charts has tabular report headings
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
 CRS Servers respond slowly in HA environment
VoIP Monitor Problems
Cluster time synch fails
Multilple failovers with high CPU usage
 VoIP monitor does does not work correctly
Windows 2003, select Start Settings Network Connection
Select Advanced Settings Adapters and Bindings
CRS fails to start
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