8-11
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Problems
• Agents, Supervisors, or Teams are out of synch, page 8-12
• Agent or CSQ does not appear in Cisco Desktop Administrator (CDA), page 8-12
• Agents do not appear in the Resources area in the Unified CCX Configuration web page, page 8-13
• You cannot select the order of agents, page 8-13
• Agent does not go to Work state after handling a call, page 8-13
• A media step causes a Could not create PlayPromptDialog Object exception, page 8-14
• Unable to make any Unified CCX configuration changes, page 8-14
• Some resource selection criteria are missing, page 8-14
• Unable to record an agent, page 8-15
• Sometimes the supervisor can monitor and record an agent and sometimes he cannot, page 8-15
• Calls to Unified CCX route points are disconnected, page 8-15
• Calls are not routed to agents, page 8-15
• Agents do not show in a CSQ, page 8-16
• Caller gets dropped when an attempt is made to recall a Unified CCX agent extension after the agent
previously parked the call, page 8-16
• Updating a NIC driver disables silent monitoring and recording, page 8-16
RmCm subsystem is out of service
Symptom The Resource Manager Contact Manager (RmCm) subsystem is out of service.
Error Message None.
Possible Cause The RM JTAPI user in Cisco Unified Communications Manager is not configured
properly.
Recommended Action Complete the following steps:
Step 1 From the CRS Administration web page, choose Subsystems > RmCm.
Step 2 Click the RM JTAPI Provider hyperlink.
Step 3 Make sure that the information in the RM JTAPI User ID and Password fields matches the information
for the RM JTAPI user in Cisco Unified Communications Manager.
RmCm subsystem remains INITIALIZING
Symptom The Resource Manager Contact Manager (RmCm) subsystem remains in INITIALIZING state.
Error Message None.
Possible Cause Could not load the default scripts CM.aef and RM.aef.
Complete the following steps: