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Cisco Systems 5.0(1) Server User Manual

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1. Agent is ready but does not get an Outbound call for up to Two minutes Symptom Agent is ready but does not get an Outbound call for up to Two minutes Error Message None Possible Cause This is as designed It can take up to two minutes for the Outbound subsystem to detect an available agent and get the Outbound contact from the database to present to that agent Recommended Action No action needed Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ Outbound Problems Errors placing Outbound calls Symptom Errors placing Outbound calls Error Message The error message depends on the error Possible Cause The Dialing prefixes on the General Configuration web page could be inaccurate Recommended Action Check the Dialing prefixes on the General Configuration web page Not all contacts get imported Symptom Not all contacts get imported Error Message None Possible Cause If the contacts being imported contain the same phone number such duplicate contacts are overwritten resulting in a fewer number of contacts being imported into the subsystem Recommended Action Make sure the imported contacts do not have duplicate numbers On the Campaigns Configuration web page the available CSQs list is empty even though there are CSQs configured under the RnCm subsystem Symptom On the Campaigns Configuration web page the available CSQs list is empty even tho
2. ErrorMessage If the report is being exported the following message will appear at or near the end of the file Note Getting report contents may take considerable amount of time based on the size of the contents Pls wait Possible Cause This dialog box appears only after the client system fetches the required database records For a large report fetching records can take a long time Recommended Action Wait for the export operation to complete Or check the CiscoSChPrintExport log file Error when choosing an option from the Historical Reporting web page Step 1 Step 2 Step 3 Symptom An error message appears when you choose an option from a web page in Cisco Historical Reporting Error Message Not defined Possible Cause The Cisco CRS Node Manager service or the MSSQLServer service might not be running or there might be a problem connecting to the CRS database Recommended Action Complete the following steps Make sure that the Cisco CRS Node Manager service is running on the CRS server Make sure that the MSSQLServer service is running on the CRS server On the CRS server choose Start gt Settings gt Control Panel gt Administrative Tools gt Data Sources ODBC and make sure that ODBC System DSNs dsn_cra and DSN_SCH_DB are properly configured Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HI CRS Historical Reporting Problems Tr
3. Reduced call completion rate under heavy load while using an MRCP ASR Group E Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Symptom Under heavy load calls that utilize a channel from an MRCP ASR Dialog Control Group can have a reduced call completion rate Error Message None Possible Cause The MRCP channels utilized by calls can take some additional time to clean up all the sessions set up with MRCP resources Recommended Action Overprovision MRCP ASR Dialog Control Groups by a factor of 1 2 or by an additional 20 percent For example if your application requires 100 MRCP ASR channels then configure 120 MRCP ASR channels Complete the following steps Chapter8 Troubleshooting Tips Step 1 Step 2 Step 3 Step 4 Step 5 Automatic Speech Recognition ASR Problems _ Select Subsystems gt MRCP ASR gt MRCP ASR Provider Configuration Click the MRCP ASR Dialog Groups link on the left panel Either click the Add MRCP ASR Dialog Control Grouplink or select an existing group Modify the value of Max Number of Sessions as prescribed above Overprovision this value by a factor of 1 2 or by an additional 20 percent Click Update or Add as appropriate MRCP ASR subsystem is out of service Step 1 Step 2 Symptom The Engine Status area in the Engine web page shows that the MRCP ASR subsystem is out of service Error Message None The cause could be one of the following
4. e Agent is not getting callbacks page 8 57 e Agent is ready but does not get an Outbound call for up to Two minutes page 8 57 e Errors placing Outbound calls page 8 58 e Not all contacts get imported page 8 58 e On the Campaigns Configuration web page the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem page 8 58 e Outbound buttons do not show up on CAD page 8 58 e Outbound buttons show up but are disabled on CAD page 8 59 e Outbound calls are not getting dialed page 8 59 e Outbound call volume is low page 8 59 e Outbound System Service is not in service page 8 60 e RTR Outbound reports do not show all possible reclassification page 8 60 Agent does skip or skip close but does not stay reserved Symptom Agent does skip or skip close but does not stay reserved Error Message None Possible Cause If the Outbound subsystem does not have contacts in memory the agent will be no longer reserved for Outbound calls and the agent will be available or not available depending on the auto available setting for the agent Recommended Action Make sure the Outbound subsystem has contacts in memory and that the agent has an auto available setting Agent is not getting callbacks Symptom Agent is not getting callbacks Error Message None Possible Cause The system time on the Cisco Agent Desktop CAD could be incorrect Recommended Action Ensure that the system time on the CAD is correct
5. lt property name timeout value 1ms gt Menu Choice DTMF does not work Symptom An error badfetch is thrown when using the menu element of Voice XML 2 0 with the DTMF attribute set toTrue Error Message error badfetch Possible Cause When the menu element is set to true that is lt menu dtmf true gt then in the choice element DTMF values can only be or 0 For example the following VXML code is not allowed lt menu id aa dtmf true gt lt prompt gt Welcome to the automated attendant To enter the phone number of the person you are trying to reach press 1 To enter the name of the person you are trying to reach press 2 To transfer to the operator press 0 lt prompt gt lt choice dtmf 1 next dial_by_extn gt 1 lt choice gt lt choice dtmf 2 next dial_by_name gt 2 lt choice gt lt choice detm 0 next operator gt 0 choice gt lt menu gt Recommended Action Use an example like the following which is allowed Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips High Availability and Bootstrap W lt menu id aa dtmf true gt lt prompt gt Welcome to the automated attendant To enter the phone number of the person you are trying to reach press 1 To enter the name of the person you are trying to reach press 2 To transfer to the operator press 0 lt prompt gt lt choice next dial_by_extn gt 1 lt choic
6. E Chapter8 Troubleshooting Tips HI CRS Historical Reporting Problems Step 3 Step 4 If after successfully connecting to the CRS Administration web page the client error persists modify your client hrcConfig ini file by updating AuthReqTimeOut in the General section to a larger value than the current one default value is 15 seconds Restart your Cisco CRS Historical Reports client and attempt to log in again Scheduler DOS exception error received when running a custom report Symptom When running a custom report the following error message appears in the CiscoSchPrintExport log file Error Message ERROR Descripton Dos error thread in Export method Exception Possible Cause The DOS error can occur when the database is not accessible from the client machine at the scheduled report time Recommended Action Schedule a report with an export format other than CSV and check the result for the same report Columns displaced in Excel spreadsheet when exporting a report Symptom When exporting an Agent Summary Report by agent to a Microsoft Excel spreadsheet the Avg and Max statistics column headings are displaced Error Message None Possible Cause Information can be displaced if the extended Excel format is not used Recommended Action Use the Microsoft Excel 7 XLS Extended format in the Export dialog box while exporting the report to Excel This will pop up a second dialog box Use the default settings Scheduler
7. You must have a copy of ClusterData folder saved on both nodes a Remove the C Program Files wfavvid ClusterData folder on both nodes b Copy the original ClusterData folder to the C Program Files wfavvid folder on both nodes If you don t have a copy of ClusterData folder saved on both nodes a Reinstall both CRS servers using Win2K3 OS b Fresh install both servers using CRS installer c Rerun the Restore Restart CRS Node Manager on both nodes Rerun the Restore again Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Backup Restore and Update Problems W Restore failed on a two node system that was re imaged Step 1 Step 2 Step 3 Step 4 Step 5 Symptom Restore failed on a two node system The system was re imaged and had not been configured to run as a cluster ErrorMessage Backup and Restore displays an exception or a Page Not Found message Possible Cause When an exception is displayed by Backup and Restore please check the logs in the c program files wfavvid log MCVD folder and search for the keyword backup_fail This will show the cause of the failure If the message is not understandable please contact TAC If the Page Not Found message is displayed please contact TAC since the CRS Node Manager service has restarted for some reason Recommended Action Check failure If failure is irrecoverable please contact TAC
8. e The MRCP Provider and Server are not configured from the MRCP ASR Configuration web page e The MRCP ASR Server s is down or unreachable e The Speech Server is not configured from the MRCP ASR Configuration web page Recommended Action Complete the following steps Verify that the MRCP Provider and Servers are configured through the MRCP ASR Configuration web page Verify that the MRCP ASR servers are up and reachable Changes additions or deletions to MRCP ASR Providers MRCP Servers or Groups do not take effect Symptom Changes made to either MRCP ASR Providers MRCP Servers or Groups through CRS Administration do not seem to take effect Error Message None Possible Cause When you make any configuration changes including additions or deletions to either MRCP ASR Providers MRCP Servers or Groups including changes to locales through CRS Administration these changes are made in the Config datastore and do not affect the data that is already loaded by the engine If you wish to make these changes effective immediately without having to restart the engine the changes need to be explicitly reloaded by the MRCP ASR Subsystem Recommended Action If you want the changes to take effect immediately without having to restart the engine do the following Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HZ Outbound Problems Step 1 If you want to reload
9. 1 2 and Simple Network Management Protocol Support page 2 1 e SNMP Traps Provides notification messages of high severity Cisco CRS Engine errors For more information see Simple Network Management Protocol Support page 2 1 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter1 About Serviceability WE CiscoWorks Support e Alarms Use Alarms to obtain the run time status and state of the Cisco CRS system and to take corrective action to fix detected problems You can forward alarms to a Syslog server to an SNMP trap subagent or to a Windows Event Log For more information see Alarm Service page 3 1 e Trace Provides specific detailed Cisco CRS information for troubleshooting system problems You can also send alarms to a trace file for further analysis and you can specify what level of event information is sent to the trace file For more information see Trace page 4 1 e Cisco Discovery Protocol CDP Support Sends messages containing system information to a designated multicast address For more information see Cisco Discovery Protocol Support page 5 1 e Syslog Support Sends common event logging messages in standard Syslog format to any third party Syslog server For more information see Alarm Service page 3 1 e Cisco Support Tools The Node Agent utility of Cisco Support Tools helps you collect log information and troubleshoot Cisco CRS servers For more informa
10. 8 38 Prompt Exception in CRS Engine log file page 8 39 CRS Engine does not start page 8 39 Application subsystem in partial service and application running for an unexpectedly long time page 8 39 CRS Server and Active Directory integration results in some services being unregistered page 8 40 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ CRS Engine Problems Agent cannot go Ready after logging in Symptom Agent cannot go Ready after logging in ErrorMessage The Cisco Agent Desktop says that the resource s device is off and the agent extension is out of service Possible Cause The agent s ephone does not have a session server configured Recommended Action Make sure the session server of the agent s ephone is set to the the CRS session server Voice Browser step throws an exception Symptom When the URL specified in Voice Browser step uses ServerName instead of IPAddress the step throws an exception UnknownHostException Error Message None Possible Cause The Java Virtual Machine JVM caches a previously resolved entry that is no longer correct until the JVM is restarted Recommended Action Restart the CRS Engine CRS Engine does not start and an RMI port in use error appears Symptom The CRS Engine does not start and a Remote Method Invocation RMI port in use error appears in the CRS trace files Error Message RMI port
11. Administration Authentication web page is not available Step 1 Step 2 Step 3 Step 4 Symptom You cannot browse to the CRS Administration URL and a Page Cannot be Displayed error appears Error Message None Possible Cause The system cannot access the CRS Administration web page A required service may not be running or required files may be missing Make sure the following services are running e Check that the CRSJavaAdmin exe is running in Windows Task Manager e IIS Admin service e World Wide Web Publishing service Recommended Action If these services are running verify that files exist in the install_directory tomcat_appadmin webapps appadmin directory where install_directory is the folder in which the CRS system is installed By default the CRS system is installed in the c Program Files wfavvid folder If no files exist in this directory perform the following steps Stop the Cisco CRS Node Manager service Delete the appadmin folder from the tomcat_appadmin webapps folder in the folder in which you installed the CRS system By default the CRS system is installed in the c Program Files wfavvid folder Start the Cisco CRS Node Manager service Wait for a few minutes and try to browse to the URL again Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HE CRS Administration Problems Uploading a license file can result in a warning
12. CME Telephony problems A functional routing point stopped or the CME Telephony subsystem is in partial service 8 8 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Index CRS Administration problems A component manager goes into partial service when uploading a file 8 23 Authentication web page is not available 8 19 CRS Supervisor web page cannot be viewed from CRS Server 8 21 Database table fields used by wallboard store data in milliseconds 8 21 High call rejection rate under heavy load 8 23 Invalid files message displays while uploading a zip file of prompts 8 22 Management pages display error message when selected 8 21 Refreshing subflow script does not update parent scripts 8 20 Unified Communications Manager users display in random order 8 20 Uploading license file can result in warning message 8 20 User cannot log in to the CRS web page 8 20 Zip file does not auto unzip on Document Management page 8 22 CRS Admin Utility problems 8 23 The cluster is not in synchronization 8 24 The CRS Admin Utility exits or does not come up after login 8 24 The CRS Admin Utility fails due to data corruption 8 24 The CRS Admin Utility will not run on a none bootstrap node 8 25 The CRS Admin Utility will not run since the Node Manager hung 8 25 CRS Database problems 8 25 Cannot activiate DB components on HA node 8 26 Cannot configure Application or System p
13. CRS Node Manager service is running under a user account with Administrator privileges Stop and start the Internet Information Server IIS Save log files to prevent them from being overwritten Save the application aef file Before debugging CRS Administration problems turn on the Debugging trace level option for the ADM subfacility The detailed output will be in the following file c program files wfavvid log MADM jvm stdout Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter7 Diagnosing and Correcting Cisco CRS Problems WE General Troubleshooting Steps The error output will be in the following file c program files wfavvid log MADM jvm stderr Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 CHAPTER Troubleshooting Tips The following sections provide help in correcting problems with Cisco CRS software If you experience problems when using the Cisco Agent Desktop or the Cisco Supervisor Desktop see the Troubleshooting section of the Cisco CAD Service Information Guide book located at http www cisco com univercd cc td doc product voice sw_ap_to apps_5_0 english agents cad641si p df If you are using Unified CCX with Unified ICME as part of the IPCC Gateway Solution and you experience any problems see the troubleshooting information in the cisco IPCC Gateway Deployment Guide amp Note The following
14. CRS Server 8 62 Non UTF 8 characters needed for some languages 8 63 A wav file prompt playback is garbled when played by a TTS server 8 63 Changes additions or deletions to MRCP TTS Providers MRCP Servers locales or genders do not take effect 8 64 Serviceability Problems 8 64 SNMP based network management tools cannot monitor CRS components 8 65 File Manager in partial service 8 65 SNMP traps do not arrive at the trap receiver 8 65 Syslog messages not received by receiver 8 66 The Alarm Service does not start 8 67 Serviceability does not uninstall completely 8 67 Updating Data with the Serviceability Tool on One Node Does Not Update Other Nodes 8 67 Virus Scan software slows Call Completion Rate 8 68 CRS Internationalization Problems 8 68 Results not as expected for first name and last name in Chinese Japanese and Korean 8 68 Language specified is not accepted or played 8 69 VXML Problems 8 69 Voice Browser Step troubleshooting steps 8 69 Timeout attribute for non input does not work 8 70 Menu Choice DTMF does not work 8 70 High Availability and Bootstrap 8 71 Transaction Manager cannot start 8 71 Have an exception on startup with a message like unable to recover transaction or an error message related to reading or modifying the Tx per file 8 71 High Availability and Failover 8 72 Previously configured log file size is not preserved after system upgrade 8 72 Conflicts in Datastore Control Center histor
15. CRS does not accept call or function properly page 8 75 Service Master Slave status is not shown on CRS Administration Control Center page 8 75 Cluster time synch fails page 8 76 CRS Servers respond slowly in HA environment page 8 76 Multilple failovers with high CPU usage page 8 76 Previously configured log file size is not preserved after system upgrade Symptom After upgrade previously configured CRS log file size is set to default Error Message None Possible Cause The CRS log layer does not dynamically adjust the log file size after the right value synchronizes down from LDAP Recommended Action Restart the Cisco CRS Node Manager Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips High Availability and Failover W Conflicts in Datastore Control Center history Symptom With high availability messages appear in the comment column in the subscription agent history To see the message from CRS Administration select Datastore Control Center gt History for a subscription agent Error Message A message similar to Downloaded 111 data changes 0 inserts 111 updates 0 deletes 111 conflicts appears Possible Cause To support high availability SQL merge replication is being used to replicate data between the subscriber node and the publisher As part of this SQL logs these messages in the subscription agent history Recommended Action No use
16. Chapter3 Alarm Service W Alarm Definitions e Fora list of alarm message names that relate to a specific facility and subfacility click the Catalog drop down arrow choose the desired item and then click Search e Fora specific alarm message name type the name of the alarm in the Enter Alarm Name field and then click Search A list of the alarm message names that you requested appears If the list contains more than one page you can click First Previous Next or Last to move through the list You can also type a page number in the Page field and click Page to move to that page Step2 To see a detailed explanation of an alarm message name click the alarm message name E Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 CHAPTER Trace This section contains the following topics e About Trace Files page 4 1 e The Component Trace File page 4 2 e Configuring the Component Trace File page 4 2 e Trace Level Options page 4 3 e Setting Trace Level Options page 4 7 e Viewing and Interpreting the Trace Files page 4 8 e Displaying a Trace File page 4 8 e Interpreting a Trace File page 4 8 e The Thread Dump Trace File page 4 8 e Writing to the Thread Dump Trace file page 4 9 e Displaying the Thread Dump Trace File page 4 9 e The CRS Log Files page 4 9 e Cisco Desktop Product Suite Installation Logs page 4 11 e CRS Log Collection Tool page 4 11 About Trace Files A trace
17. Guide Release 5 0 1 CHAPTER Alarm Service This section contains the following topics e About Alarms page 3 1 e Cisco CRS Alarm Service page 3 1 e Starting and Confirming the Alarm Service page 3 2 e Configuring the Alarm Service page 3 3 e Viewing Alarm Messages page 3 3 e Viewing Alarm Messages Sent to a Syslog Server page 3 3 e Viewing Alarm Messages Sent to an SNMP Trap Receiver page 3 5 e Viewing Alarm Messages Sent to a Windows Event Log page 3 5 e Alarm Definitions page 3 5 e Finding Information About an Alarm page 3 5 About Alarms Alarms provide information about the Cisco CRS system activities You can use this information to monitor the status and the state of the system and to determine actions to take if a problem occurs By default the Cisco CRS system also writes alarm information to trace files You can use the information in a trace file for further analysis of a problem Cisco CRS Alarm Service The Cisco CRS Alarm Service is installed as part of the Cisco CRS installation process It is a Windows service that receives alarms about system events from the Cisco CRS Engine Cisco CRS Node Manager Cisco CRS Administration Cisco CRS Repository Datastore Cisco CRS Historical Datastore Cisco CRS Config Datastore Cisco CRS Agent Datastore Cisco Recording and Cisco Monitoring components These alarms are defined in XML format in files called catalogs Catalogs are set up as part of the Cisco CRS insta
18. High call rejection rate under heavy load Symptom With a heavy load of over 200 agents a high call rejection or aborted rate occurs Error Message None Possible Cause Writing the Unified Communications Manager and CTI Manager traces to the local drive leads to call failures due to the increased load of tracing Recommended Action CTI Manager and Unified Communications Manager traces need to be directed to another hard drive Here is an example of how to set things up Note that you need to create the directory structure shown in the F drive Unified Communications Manager SDL Trace Directory Path F Program Files Cisco Trace SDL Unified Communications Manager SDI Trace output setting File Name F Program Files Cisco Trace CCM ccm txt CTIManager SDL Trace Directory Path F Program Files Cisco Trace SDL CTIManager SDI Trace output setting File Name F Program Files Cisco Trace CCM cti txt The AntiVirus has been set not to scan the following folders C Program Files Cisco Trace F Program Files Cisco Trace CRS Admin Utility Problems This section contains the following troubleshooting tips on CRS Admin Utility problems e The cluster is not in synchronization page 8 24 e CRS Admin Utility exits or does not come up after login page 8 24 e The CRS Admin Utility fails due to data corruption page 8 24 e The CRS Admin Utility will not run on a none bootstrap node page 8 25 e The CRS Admin Utility will no
19. MRCP TTS Provider If you want to reload all providers go to Subsystems gt MRCP TTS to access the MRCP TTS Configuration web page and click Refresh All Serviceability Problems 8 64 This section contains the following troubleshootig tips on Serviceability problems e SNMP based network management tools cannot monitor CRS components page 8 65 e File Manager in partial service page 8 65 e SNMP traps do not arrive at the trap receiver page 8 65 e Syslog messages not received by receiver page 8 66 e The Alarm Service does not start page 8 67 e Serviceability does not uninstall completely page 8 67 e Updating Data with the Serviceability Tool on One Node Does Not Update Other Nodes page 8 67 e Virus Scan software slows Call Completion Rate page 8 68 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Serviceability Problems W SNMP based network management tools cannot monitor CRS components Step 1 Step 2 Step 3 Symptom You are unable to monitor CRS components with SNMP based network management tools such as CiscoWorks Error Message None Possible Cause The SNMP subagents that monitor CRS components are not loaded or configured properly or the SNMP service is not running Recommended Action Complete the following steps Make sure that each subagent has a key under the following SNMP service registry HKEY_LOCAL_MACHINE SYSTEM Cur
20. Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Symptom The CRS Historical Reports client computer is unable to connect to the CRS server The Historical Reports Client log file shows the following message Error Message Not associated with a trusted connection Possible Cause SQL server is not being accessed with the proper authentication Recommended Action Perform the following steps on the CRS Historical Reporting client computer Choose Start gt Programs gt Microsoft SQL Server n gt Enterprise Manager where n is a version number Double click Microsoft SQL Servers Double click SQL Server Group From the SQL Server group right click the name of the server on which the CRS databases reside Choose Properties Choose the Security tab Click the Windows only radio button Click OK A Database Connection Error 5051 error appears Step 1 Symptom When you try to log into the CRS Historical Reporting client software on the client computer a Database Connection Error 5051 is displayed Error Message Error 5051 Possible Cause Network connectivity is down or the client connection setting is incorrect Recommended Action Complete the following steps From the Windows Control Panel on the CRS Historical reports client computer choose Data Sources ODBC Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HI CRS Historical Reporting Proble
21. Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips Text to Speech TTS Problems A TTS prompt is not recognizable Symptom A TTS Prompt cannot be recognized by callers Error Message None Possible Cause The language of the text does not match the Override Language in the TTS Prompt step For example the text is in English but the Override Language is Spanish Recommended Action In the appropriate TTS Prompt step make sure that the Text Input matches the Override Language Selection MRCP TTS subsystem is out of service Symptom The Engine Status area in the Engine web page shows that the MRCP TTS Subsystem is out of service Error Message None The cause could be one of the following e The MRCP Provider and Server are not configured from the MRCP TTS Configuration web page e The MRCP TTS Server s is down or unreachable Complete the following steps Step 1 Verify that MRCP Provider and Servers are configured through the MRCP TTS Configuration web page Step2 Verify that the MRCP TTS servers are up and reachable Long TTS prompts consume significant memory on CRS Server Symptom Long TTS prompts consume significant memory on the Cisco CRS Server Error Message None Possible Cause Long text files will increase memory usage on the CRS Server For example a 5 KB text file requires a 2 5 MB audio file On a system with 40 TTS ports this scenario can consume approximately 120 MB of memory Reco
22. datasource name on the Administration Enterprise Database Subsystem Configuration web page matches the Windows ODBC datasource name Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips CRS Engine Problems W JTAPI subsystem is in partial service Symptom The Engine Status area in the Engine web page shows that the JTAPI subsystem is in partial service Error Message None Possible Cause The JTAPI client was not set up properly At least one but not all of the CTI ports route points or dialog channels CMT or MRCP could not initialize Complete the following steps Step 1 Refer to the CRS trace files to determine what did not initialize Step2 Verify that all CTI ports and CTI route points are associated with the JTAPI user in Cisco Unified Communications Manager Step3 Verify that the Cisco Unified Communications Manager and JTAPI configuration IP addresses match Step4 Verify that the Cisco Unified Communications Manager JTAPI user has control of all the CTI ports and CTI route points Step5 Verify that the application file was uploaded to the repository using the Repository Manager Unable to connect to JTAPI provider Symptom The JTAPI provider is unavailable Error Message None Possible Cause The problem might be caused by one of the following e Cisco Unified Communications Manager is not running e Incorrect JTAPI client version is installe
23. for that system Table 3 2 describes the fields found in Syslog messages Table 3 2 Syslog Message Format Field Example Description lt pri gt lt 128 gt This field is added so that syslog can read the severity level Syslogd looks for this pri value which is set to LOCALOISEVERITY by default n 100 This field mimics the Solaris syslogd which prefixes the syslog message with an internal counter szi It has no significance to the SAC The number is parsed out by the SAC MMM DD Aug 09 Abbreviated month day as known at the source hh mm ss mmm 19 20 10 209 Time at source device The UTC time is used to avoid any time zone name discrepancy TimeZone UTC Abbreviated time zone defined in the device such as GMT This field is always set to UTC to avoid any time zone name discrepancy FACILITY Allowed characters A Z 0 9 _ CDP Cisco Discovery Protocol ALIGN Memory optimization in RISC A code consisting of two or more uppercase letters that indicate the facility to which the message refers A facility can be a hardware device a protocol or a module of the system software Note that this is not the same as the UNIX Syslog server logging facility SUBFACILITY CLAW Common Link _ Subfacility Code This field is optional A Z 0 9 _ Access for Workstations SEVERITY 0 A single digit code from 0 to 7 that reflects the severity of the condition The lower the number the more serious the
24. grammars or documents at the root level in Prompts Management or Grammar Management or Document Management shows an error message in the MADM log files Error Message Invalid files Possible Cause This problem could occur for one of the following reasons e At the root level only language folders can exist e Prompt Management and Grammar Management pages except files of valid extension only Recommended Action To correct the problem do the following e Check that your zip file does not contain any files that do not belong to a folder while uploading at the root level e Check that all the files have a valid extension Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips CRS Admin Utility Problems W A Component Manager goes into partial service when uploading a zip file Symptom When uploading a file or zip file from Prompt Management Grammar Management or Document Management in CRS Administration the CRS Engine component Prompt Manager or Grammar Manager or Document Manager is shown in PARTIAL_SERVICE state Error Message PARTIAL SERVICE Possible Cause The Prompt Manager Grammar Manager or Document Manager are put in PARTIAL_SERVICE by File Manager while it synchronizes the uploaded files from the Repository Datastore to the local disk Once the synchronization is complete they are put back into INSERVICE state Recommended Action None
25. hyphen for the CRS Editor Application Administration locale customization installation and prompts the separator is an underscore _ Recommended Action Check the language installation Check the following ISO references for the correct language and region representation e ISO 639 can be viewed at e http www ics uci edu pub ietf http related iso639 txt e ISO 3166 can be viewed at e http www chemie fu berlin de diverse doc ISO_3166 html Check to be sure you have used the hyphen delimiter for VXML and have used the underscore _ delimiter everywhere else VXML Problems This section contains the following troubleshooting tips on Voice XML problems e Voice Browser Step troubleshooting steps page 8 69 e Timeout attribute for non input does not work page 8 70 e Menu Choice DTMF does not work page 8 70 Voice Browser Step troubleshooting steps Step 1 Step 2 Step 3 Step 4 Symptom Some guidelines must be followed to avoid troubles when using the Voice Browser step Error Message None Possible Cause Not applicable here Recommended Action To avoid problems use the following steps Use CRS Administration to check to be sure subsystems are in service such as CMT JTAPI MRCP ASR MRCP TTS and Voice Browser Make sure the Universal Resource Identifier URI is reachable by testing the URI in a web browser Make sure the Provider selection is set correctly If using VXML scripts specify the desired
26. icon does not appear in Windows status bar Symptom The Scheduler icon does not appear in the Windows status bar under a terminal service session Error Message None Possible Cause This system is working as designed while running under a terminal service session Recommended Action If you need to access features from the Scheduler icon you must do so from the computer on which the Scheduler is installed Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Automatic Speech Recognition ASR Problems _ Error message appears indicating connection with database is broken Symptom During generation of an Agent Detail Report or an Abandoned Call Detail Activity Report an error message might appear indicating that the connection with the database has been broken Error Message Connection with database is broken Possible Cause This message might appear if the system is under a heavy load when either of these reports is generated A heavy load can include tens of thousands of calls during the report period or the maximum number of skills configured in the system Recommended Action To work around this problem reduce the length of the report period or reconfigure CSQs so that there are more CSQs with fewer skills each Automatic Speech Recognition ASR Problems This section contains the following troubleshooting tips on Media Resource Control Protocol MRCP ASR
27. installed on CRS see the Appendx on using multiple NICs with VoIP in the Cisco CAD Installation Guide at Cisco Unified Contact Center Express Install and Upgrade Guides web site CRS 5 0 supports only an on board VoIP Monitor CRS fails to start Step 1 Step 2 Step 3 Step 4 Symptom CRS node manager fails to start Error Message None Possible Cause There are two NICs on the CRS server The second NIC is used for VoIP Monitoring To understand the situation In Windows 2003 select Start gt Settings gt Network Connection Click the Advanced drop down menu Select Advanced Settings gt Adapters and Bindings In the Connections window note that the VoIP Monitr NIC is higher in the order Recommended Action Set the VoIP Monitor NIC to have a the lower priority than the NIC used by CRS for communication Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ VoiP Monitor Problems Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 EZE l A alarms Alarm Service 3 1 alarm severity levels 3 2 Cisco CRS Alarm Service 3 1 configuring the Alarm Service 3 3 definitions 3 5 finding information about 3 5 Severity levels 3 2 starting and confirming the service 3 2 Syslog message format 3 4 viewing messages 3 5 viewing messages sent to Syslog Server 3 3 viewing messages sent to Windows event log 3 5 ASR proble
28. is running but the CRS system does not answer calls Error Message None Possible Cause The JTAPI subsystem is out of service the trigger is disabled the application is disabled the maximum number of sessions or maximum number of tasks were exceeded or no CTI ports or media channels are available for the trigger Complete the following steps From the CRS Administration web page choose System gt Control Center pick up the servers on the left panel and expand the CRS Engine to verify that the JTAPI subsystem is in service If the JTAPI subsystem is in partial service see the JTAPI subsystem is in partial service troubleshooting tip in this guide If the JTAPI subsystem out of service refer to the CRS Provisioning for Cisco Unified Communications Manager section in the Cisco Customer Response Solutions Administration Guide for information about configuration From the CRS Administration web page choose Subsystems gt JTAPI and click the JTAPI Triggers hyperlink If False appears in the Enabled column for the trigger double click the trigger click the Enabled Yes radio button and then click Update From the CRS Administration web page choose Applications gt Configure Applications If No appears in the Enabled column for the application double click the application click the Enabled Yes radio button and then click Update In the CRS trace files verify that the calls do not exceed the maximum number of allowed
29. of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CISCO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES CCVP the Cisco logo and the Cisco Square Bridge logo are trademarks of Cisco Systems Inc Changing the Way We Work Live Play and Learn is a service mark of Cisco Systems Inc and Access Registrar Aironet BPX Catalyst CCDA CCDP CCIE CCIP CCNA CCNP CCSP Cisco the Cisco Certified Internetwork Expert logo Cisco IOS Cisco Press Cisco Systems Cisco Systems Capital the Cisco Systems logo Cisco Unity Enterprise Solver EtherChannel EtherFast EtherSwitch Fast Step Follow Me Browsing FormShare GigaDrive HomeLink Internet Quotient IOS iPhone IP TV iQ Expertise the iQ logo iQ Net Readiness Scorecard iQuick Study LightStream Linksys MeetingPlace MGX Networking Academy Network Registra
30. other Tx Exception Symptom 2 when bootstrap_mgr debug log is turned on if you see Recovery recover and about to recover but did not see Recovery recover total pending tx or Recovery recover no pending tx Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips W High Availability and Failover Symptom 3 or if you see an error message that mentions the file Tx per Error Message See the previous symptoms topic for the message Possible Cause The files in BSTxState may be corrupted Recommended Action Manually clean the BSTxState directory Step 1 Shut down the Node Manager Step2 Copy everything in the wfavvid BSTxState directory to a backup directory Then delete all the files in wfavvid BSTxState Step3 Restart the Node Manager High Availability and Failover This section contains the following troubleshooting tips on CRS 5 0 high availability and failover problems Previously configured log file size is not preserved after system upgrade page 8 72 Conflicts in Datastore Control Center history page 8 73 Cannot make configuration changes in HA cluster page 8 73 Cannot make configuration changes in RmCm Subsystem page 8 73 Service constantly shows Invalid page 8 74 CRS server keeps rebooting due to CRS Node Manager failure page 8 74 Cluster is in partial service page 8 74 Server is in partial service page 8 75
31. situation Severity also maps to logging level MNEMONIC BADIPALIGN Invalid The mnemonic code uniquely identifies the error alignment in packet for IP message This code is used by CiscoWorks to associate the syslog message with the message information in the message catalog Message text Module Failure Cause Unknown A text string describing the condition Sample Format lt LOCAL7 SEVERITY gt 51 Oct 18 03 28 29 327 PDT SMIVR GENERIC 1 ModuleStop Module has stopped Module Name HTTP SubSystem Module Failure Cause Unknown Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter3 Alarm Service Viewing Alarm Messages Sent to an SNMP Trap Receiver W Viewing Alarm Messages Sent to an SNMP Trap Receiver To view alarm messages that were sent to the CiscoWorks Voice Health Monitor VHM refer to the CiscoWorks documentation available at this URL http www cisco com en US products sw cscowork ps243 1 tsd_products_support_eol_series_home ht ml To view alarm messages that were sent to a third party SNMP trap receiver refer to the documentation for that system Viewing Alarm Messages Sent to a Windows Event Log Step 1 Step 2 Step 3 Step 4 You use the Windows Event Viewer to view alarm messages that were sent to a Windows event log To use the Windows Event Viewer perform the following steps For additional information about the Window
32. subsystems and its related installed components You can also use this information to troubleshoot problems if they arise You can set up SNMP traps to automatically notify you of high severity messages and errors that are generated by the Cisco CRS system SNMP Basics A network management system NMS uses SNMP to exchange management information between devices on a network An SNMP managed network is made up of the following main components Managed devices Network nodes each containing an SNMP agent Managed devices collect and store information and make this information available using SNMP Agents Network management software that resides on a managed device An agent contains local knowledge of management information and translates the information into a form that is compatible with SNMP Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter2 Simple Network Management Protocol Support E SNMP Agent and Subagents e Management stations Computers on which the NMS is installed and from which system administrators can retrieve and evaluate information from managed devices SNMP Agent and Subagents The Microsoft Windows SNMP service referred to as the SNMP Service provides a framework for SNMP and provides the SNMP agent that interfaces with SNMP subagents SNMP Service starts automatically when the system starts You can restart or stop the SNMP Service if a problem occur
33. the data associated with a single MRCP Provider Server or Group go to Subsystems gt MRCP ASR to access the MRCP ASR Configuration page and click the refresh icon for the corresponding provider You can also use this step to load a newly created MRCP ASR Provider Step2 If you want to reload all providers go to Subsystems gt MRCP ASR to access the MRCP ASR Configuration page and click Refresh All Calling a route point with an MRCP ASR Dialog Group results in default treatment Symptom The customer gets the default treatment when calling a route point with an MRCP ASR Dialog Group Error Message None The cause might be one of the following e No server is configured for this dialog group The MRCP ASR Dialog Group refers to a specific MRCP ASR Provider Each MRCP ASR Provider must have at least one reachable server configured in order to be IN_SERVICE e None of the servers for the MRCP ASR Provider can provide all the languages required by the MRCP Dialog Group Recommended Action Depending upon the cause do one of the following e Ensure that a server is configured and reachable for the MRCP ASR Provider being used by the MRCP ASR Dialog Group e When configuring an MRCP ASR Provider more than one MRCP ASR Server can be associated with that Provider Each server can support a different set of languages For example server A supports en_US and server B supports es_ES When configuring an MRCP Dialog Group in the Provider tha
34. troubleshooting tips are also accessible from the CRS Administration user interface To access them from the Main menu select Tools gt Troubleshooting Tips The tips are divided into the following categories e Installation Problems page 8 2 e Backup Restore and Update Problems page 8 2 e CME Telephony subsystem problems page 8 8 e Cisco Unified Communications Manager Automated Attendant problems page 8 9 e Cisco Unified Communications Manager Express Problems page 8 10 e Cisco Unified CCX Problems page 8 10 e Cisco Unified IP IVR Problems page 8 17 e CRS Administration Problems page 8 18 e CRS Admin Utility Problems page 8 23 e CRS Database Problems page 8 25 e CRS Editor Problems page 8 28 e CRS Engine Problems page 8 29 e CRS Real Time Reporting Problems page 8 40 e CRS Historical Reporting Problems page 8 41 e Automatic Speech Recognition ASR Problems page 8 53 e Outbound Problems page 8 56 e Text to Speech TTS Problems page 8 60 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ installation Problems e Serviceability Problems page 8 64 e CRS Internationalization Problems page 8 68 e VXML Problems page 8 69 e High Availability and Bootstrap page 8 71 e High Availability and Failover page 8 72 e VoIP Monitor Problems page 8 76 Installation Problems This section contains the following troubleshooting tips on ins
35. user ID and password If you have a valid service contract but do not have a user ID or password you can register at this URL http tools cisco com RPF register register do Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Preface amp Note Before you submit a request for service online or by phone use the Cisco Product Identification Tool to locate your product serial number You can access this tool from the Cisco Support website by clicking the Get Tools amp Resources link clicking the All Tools A Z tab and then choosing Cisco Product Identification Tool from the alphabetical list This tool offers three search options by product ID or model name by tree view or for certain products by copying and pasting show command output Search results show an illustration of your product with the serial number label location highlighted Locate the serial number label on your product and record the information before placing a service call Tip Displaying and Searching on Cisco com If you suspect that the browser is not refreshing a web page force the browser to update the web page by holding down the Ctrl key while pressing F5 To find technical information narrow your search to look in technical documentation not the entire Cisco com website After using the Search box on the Cisco com home page click the Advanced Search link next to the Search box on the resulting page an
36. 10 Click OK amp Note Choosing Startup Type Demand keeps Start setting after a restart E Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter5 Cisco Discovery Protocol Support Updating an IP Address for the CDP Protocol Driver Mi Enabling the CDP Protocol Driver Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Toenable the CDP protocol driver follow these steps Choose Start gt Settings gt Control Panel Double click System Click the Hardware tab Click the Device Manager button The Device Manager window appears Choose View gt Devices by connection Choose View gt Show hidden devices Double click CDP Protocol Driver Click the Driver tab Choose Enable Device Click Next and then click Finish to enable the device Click Close and restart the system Showing the CDP Protocol Driver Properties Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 To show CDP protocol driver properties follow these steps Choose Start gt Run In the Run field type WINNT system32 drivers Click OK Right click cdp sys Choose Properties to show CDP driver properties Click OK Updating an IP Address for the CDP Protocol Driver The CDP protocol driver runs on top of the existing Ethernet network interface card You can restart CDP when a new IP address is configured at run time To update the CDP protocol driver
37. 18 e A prompt plays phrases in the wrong order page 8 18 Cisco Unified IP IVR drops callers when transferring to an extension Symptom After Cisco Unified IP IVR transfers a call to an extension the called party hears a busy signal when taking the call and the caller is dropped Error Message None Possible Cause If a call gets dropped one potential cause is a codec mismatch between the endpoint and the CRS Server The CRS Server supports either the G 729 or the G 711 protocol but not both simultaneously To support these protocols a transcoder is required Recommended Action Install a transcoder for Cisco Unified IP IVR Prompts play in language Symptom A script was assigned to a language at the route point but it plays prompts in another language Error Message None This problem can be caused by the following situations e The system default language is set incorrectly e The language specified in the Set Contact step is incorrect e The language specified in the Play Prompt step is incorrect Recommended Action Verify that system default language is set correctly Verify that the correct language is set in the Set Contact step or the Play Prompt step if these steps are used Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HE CRS Administration Problems Some prompts do not play Symptom A prompt in a script does not play The script may or ma
38. 3 Conr public cyaAlamisvgsitynatice cyaedulgMamp Enbecpeise Seevee Data Subayatem eap e3 Lonrpublic cyaAlamisygsitynatice cyatigdulstaie Oatabase Subayatem eap P3 Eoumr public gy hlasmisvecity aaticn cyaedulgMamp Vaice Beowace Subayatem eap P3 Conr public cyahlamisygritynatice cystigdulstaie VOIP Manitoc Subayatem eap P3 Eomrpublie cyaklanisvesikynatice cyptietulsMaie cdiail Subayabem eap e3 omir public gyahlasmisuesityraatice syptigiulsdaie ATIe Subayaten eap P3 Eom public cyaklamnisvesikynatice cyptietulsMaie ITAPI Suhayabem 1L 2005 33 52 30 SERVER NAXE cap P3 cor pudlic gyahlamnisvesity actice gystigtulstate hiin Suba yatan Snapshot of Traps During Shutdown The following example shows a snapshot oftraps generated by CRS during shutdown To view this file more clearly in Acrobat use the Zoom In icon on the Acrobat menu bar to increase the text size Figure 2 2 Traps During Shutdown TERME 162655 SERVER MAME Trop PS ARANAIS Bole So OHS EARS ME MOLES ET pC CRIT EELE A ye ner Aee am ECT Sys em ARANE ELERE NEN AARLE EREA E ARAIRE EALAN e Trep P3 oppkdueskn Trea Trea Tree Trea Tree Trea Trea Trea ANNARA ARA SERVER KAME Trop ANNISA RIR SERVER KANE Trop Tree Trea Tree Tree Tree Tree Tra Te Ta Tree Tree Trea TVEARE ASTER SERVER MAME Trp VEER 1622Se SERVER MAME Trop AVARE AZAR SERVERNAME Trap AVERMS AA ZLIK SERVER MAME Trop VEER 162255 SERVER MAME Trop ANIERE 16224 SERVER MAME T
39. 3 calls Such discrepancies happen for other days as well the difference being as many as four calls Error Message None Possible Cause If some ACD calls are transferred the result can be that two or more call legs fall in different hours of the day Therefore the call is counted once in the first report and twice in the second Recommended Action The software is working as designed If this is not acceptable you could alternatively count call legs instead of entire calls and the totals on the first report and the second report will match Then select count distinct sessionID becomes select count distinct sessionID sessionSeqNum pairs However be advised that this would change the definition of counting calls for the entire call center Priority Summary Activity Report chart prints only partly in color Symptom The outer edges of the Priority Summary Activity Report pie chart print in color but the middle of the chart does not Error Message None Possible Cause This problem occurs when you print directly from the Cisco CRS Historical Report Client Viewer and is related to the third party printing driver from Crystal Decisions Recommended Action Export the report to PDF output or any other supported file format and print from the output file Scheduled Historical Reports do not run and message appears in CiscoSch log file Step 1 Step 2 Step 3 Step 4 Symptom If you are using a proxy service in Internet Ex
40. 5 3 e Showing the CDP Protocol Driver Properties page 5 3 e Updating an IP Address for the CDP Protocol Driver page 5 3 e Locating Updated CDP Driver and Interface Files page 5 4 e Default CDP Settings page 5 4 About the Cisco Discovery Protocol CDP amp The Cisco CRS system uses the Cisco Discovery Protocol CDP to periodically send out CDP messages to a designated multicast address These messages contain information such as device identification interface name system capabilities SNMP agent address and time to live Any Cisco device with CDP support can locate a Cisco CRS server by monitoring these periodic messages Using information provided through CDP the CiscoWorks server discovers your Cisco CRS server and the Campus Manager application Topology Services builds topology maps that display the CRS server and other Cisco devices CDP is enabled on the Cisco CRS system by default You must have the CDP driver enabled at all times for CiscoWorks to discover the CRS server Note The Windows 2003 CDP Protocol Driver is designed to run with Cisco CRS on a Cisco Media Convergence Server MCS with a 10 100BaseT Ethernet network interface card under Windows 2003 Server It does not support other media such as Token Ring ATM or Windows NT platforms including Windows 98 or Windows NT 4 0 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter5 Cisco Discovery Protocol Supp
41. 6 Chapter8 Troubleshooting Tips Serviceability Problems W The Alarm Service does not start Symptom The Cisco CRS Alarm service does not start Error Message None Possible Cause AlarmNTService exe does not exist or the alarm service is not registered Recommended Action Complete the following steps Step 1 Verify that AlarmNTService exe exists in the C program files cisco AlarmService directory If it does not exist reinstall the CRS system For installation instructions see the Cisco CRS Installation Guide Step2 Make sure that the Cisco CRS Alarm Service is running If this service is not running register this service by typing the following command in a command window C Program Files Cisco AlarmService AlarmNTService Service Serviceability does not uninstall completely Symptom Uninstalling Serviceability does not completely remove all serviceability components Error Message None Possible Cause On a server on which CRS and Cisco Unified Communications Manager are both installed some Serviceability files are shared by each of these Cisco applications If you uninstall Serviceability you will be prompted for permission to delete the shared files If you do not delete these files they will remain on the system Recommended Action None Updating Data with the Serviceability Tool on One Node Does Not Update Other Nodes Symptom If you change data on one node for example the IP Address by using the Serviceabil
42. 8 15 Media step causes a Could not create PlayPromptDialog Object exception 8 14 recording and monitoring problems 8 15 RM CM subsystem is out of service 8 11 Some resource selection criteria are missing 8 14 Unable to make any Unified CCX configuration changes 8 14 unable to record an agent 8 15 Updating a NIC driver disables silent monitoring and recording 8 16 You cannot select the order of agents 8 13 Unified CM Automated Attendant problems Automated Attendant prompt is not played 8 9 Dial by name does not find the specified server 8 9 Unified CME problems Agent cannot log in on restricted line 8 10 Agent cannot log in on shared line 8 10 When agent drops from conference all parties on conference are dropped 8 10 Unified IP IVR problems Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 W index Prompt plays phrases in the wrong order 8 18 Prompts play in an incorrect language 8 17 Some prompts do not play 8 18 Some prompts in a script play in the language specified and other prompts play in English 8 18 Unified IP IVR drops callers when transferring to an extension 8 17 vV Virtual Network Computing VNC 1 3 VoIP Monitor problems 8 76 VoIP Monitor does not work correctly 8 77 VXML problems Menu Choice DTMF does not work 8 70 Timeout attribute for non input does not work 8 70 Voice Browser Step troubleshooting steps 8 69 Cisco Customer Re
43. AD supports only the G 711 and the G 729 codeces If your codex setting is different in the Cisco unified Communications Manager for example if your setting is G 722 then you can experience these problems Recommended Action Make sure you have disabled Advertise G 722 codex on the agent phone and make sure your settings in Unified CM are for the G 711 or the G 729 codex Although Unified CM 6 0 supports the G 722 codex CAD does not Calls to Unified CCX route points are disconnected Symptom Callers are disconnected when calling Unified CCX route points Error Message None Possible Cause The CSQ parameter is not correctly defined in the Cisco Script Application web page Recommended Action From the CRS Administration web page chooseApplications gt Application Management click the name of the script that corresponds to Unified CCX and then enter the name of the configured CSQ in the CSQ field Calls are not routed to agents Symptom Calls are not routed to agents even though the agents are configured with the skills of the CSQ Error Message None Possible Cause The skill levels of the agents are not equal to or higher than the skill levels of the CSQ Recommended Action Click Show Resources on the CSQ configuration page to determine that agents are part of the CSQ If agents do not appear verify that the skill levels of the agents are equal to or higher than the skill levels of the CSQ Cisco Customer Response Solutions Servi
44. Chapter6 Cisco Support Tools WE Accessing Cisco Support Tools Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Te CISCO PART II Troubleshooting CHAPTER 7 Diagnosing and Correcting Cisco CRS Problems The troubleshooting section describes problems that you might encounter when using the Cisco Customer Response Solutions CRS system For each problem this manual lists symptoms possible causes and corrective actions that you can take This section assumes that you are familiar with the CRS Administration web interface CRS trace and log files and various Windows administrative tasks For more information refer to the Cisco Customer Response Solutions Administration Guide and your Windows documentation This chapter contains the following topic e General Troubleshooting Steps page 7 1 General Troubleshooting Steps Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 The following troubleshooting steps can help you diagnose most problems with your Cisco CRS products Verify that Cisco Unified Communications Manager is running Verify that the Cisco CRS Node Manager service is registered Verify that you uploaded the application aef files to the repository using the Script Management page and that you refreshed the CRS Engine after making a change to an application Refer to the Release Notes for known problems Verify that the Cisco
45. Cisco CRS Historical Reports client under a Terminal Services session Error Message None Possible Cause By design only one instance of the Scheduler can run on a Cisco CRS Historical Reports client system Recommended Action None Reports do not execute at scheduled times Symptom Schedules for generating reports do not execute at the expected time Error Message None Possible Cause The Cisco CRS Historical Reports client system clock has been changed but the Scheduler has not been restarted Recommended Action Stop and restart the Scheduler See the Cisco CRS Historical Reports User Guide for more information Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 44 l Chapter8 Troubleshooting Tips CRS Historical Reporting Problems W Search dialog box and Preview tab appear in English on Windows system with locale set to German Symptom When running the Cisco CRS Historical Reports client on a computer with an English version of Windows for which the system locale has been set to German the Search dialog box and the Previews on the Report Viewer still appear in English Error Message None Possible Cause Limitation of the Report Viewer Recommended Action Install a German version of the operating system Dialog box does not appear as expected when report is exported Symptom The Exporting Records dialog box does not appear as expected when a scheduled report is exported
46. HE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCB s public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents
47. If failure is due to intermittent issue retry restore by doing the following Shutdown CRS Node Manager Service on both nodes If you have a copy of ClusterData folder saved on both nodes a Remove the C Program Files wfavvid ClusterData folder on both nodes b Copy the original ClusterData folder to the C Program Files wfavvid folder on both nodes c On the 2nd node use regedit and check to make sure the com cisco cluster node id is set to 1 for the following HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CRS Properties application MADM properties HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CRS Properties application MADM properties HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CRS Properties application MADM properties HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc CRS Properties application MADM properties If you do not have a copy of the ClusterData folder saved on both nodes a Reinstall both CRS servers using Win2K3 OS b Fresh install both servers using CRS installer c Rerun the Restore Restart the CRS Node Manager on both nodes Rerun the Restore again Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HI CME Telephony subsystem problems Some RmCm configuration is missing after Upgrade Step 1 Step 2 Step 3 Symptom After the 4 5 to 5 0 Upgrade is successful the system is missing so
48. JCUP JavaCup Library to parse expressions LIB_JDBC JDBC Library LIB_JINI JINI Services LIB_JMAIL Java Mail Library LIB_JLEX JLEX Library used to parse expressions LIB_LICENSE License Library LIB_MEDIA Media Library LIB_RMI Java Remote Method Invocation Library LIB_SERVLET Servlet Library LIB_TC Tomcat Library LOG_MGR Log Manager MRCP_CFG MRCP Configuration Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace E Trace Level Options Table 4 3 Trace File Subfacilities continued Subfacility Code Description MGR_MGR Manager Manager NODE_MGR Node Manager PALETTE Editor Palette PROMPT_MGR Prompt Manager PURGING Purging RPT Reporting RTPPORT_MGR RTP Manager SCRIPT_MGR Script Manager SESSION_MGR Session Manager SIP_STACK SIP Stack logging SOCKET_MGR Socket Manager SS_APP Application Subsystem SS_CM Contact Manager Subsystem SS_CMT Cisco Media Termination Subsystem SS_DB Database Subsystem SS_EMAIL E mail Subsystem SS_ENT_SRV Enterprise Server Subsystem SS_HTTP HTTP Subsystem SS_ICM Unified ICME Subsystem SS_MRCP_ASR MRCP ASR Subsystem SS_MRCP_TTS MRCP TTS Subsystem SS_OUTBOUND Preview Outbound Dialer Express Subsystem uses MIVR log file SS_RM Resource Manager Subsystem SS_RMCM Resource Manager Contact Manager Subsystem SS_RTR Real Time
49. JRE appears The user installs the required JRE version yet still gets this message when opening a real time report applet Error Message Message contains the JRE version Possible Cause The message appears when another version of JRE is installed on the machine as default and is invoked at run time Recommended Action Uninstall that version of JRE from the Control Panel and reinstall the required JRE version CRS Historical Reporting Problems This section contains the following troubleshooting tips on CRS Historical Reporting problems Exported PDF report does not print in landscape orientation page 8 42 User login missing in Windows XP after installing HR client page 8 42 Client and Server security policies do not match page 8 43 Charts do not appear properly in MS Excel format page 8 43 Columns of data missing in report in MS Excel format page 8 43 Records truncated in report in MS Excel format page 8 43 Agent names overwritten on charts page 8 44 RTF Report containing charts has tabular report headings page 8 44 Scheduler icon does not appear on Terminal Services client page 8 44 Reports do not execute at scheduled times page 8 44 Search dialog box and Preview tab appear in English on Windows system with locale set to German page 8 45 Dialog box does not appear as expected when report is exported page 8 45 Error when choosing an option from the Historical Reporting web page page 8 45 Truncated report descriptio
50. MIB W e Cisco Desktop IP Phone Agent Service e Cisco Desktop Recording and Statistics Service e Cisco Desktop VoIP Monitor Service e Cisco Desktop Recording Service e Cisco Desktop LDAP Monitor Service e CRS SQL Server Repository e CRS SQL Server Historical e CRS SQL Server Config e CRS SQL Server Agent e Microsoft SQL Agent e Microsoft Distributed Transaction Coordinator The SYSAPPL MIB also allows you to use CiscoWorks or a third party Network Management System NMS to remotely access information about these Unified CCX Standard and Unified CCX Enhanced packages e Cisco CRS Recording and Statistics RAS Server e Cisco CRS Telephony Agent Interface TAI Server amp Note The TAI Server is also called the Cisco Desktop IP Phone Agent Service e Cisco CRS Enterprise Server e Cisco CRS VoIP Monitor Server e Cisco CRS Chat Server The SYSAPPL MIB also allows you to use CiscoWorks or a third party NMS to remotely access information about these services on an Unified CCX Call Statistics Recording and Monitoring Server or on an Unified CCX Call Monitoring Server e Cisco CRS Recording and Statistics RAS Server e Cisco CRS VoIP Monitor Server The SYSAPPL MIB also allows you to use CiscoWorks or a third party NMS to remotely access information about the status of the SQL services MSSQLService and SQLServerAgent For a standalone CRS server a server on which CRS but not Cisco Unified Communications Manager is i
51. Maintenance window Unified Communications Manager users display in random order when the number of users returned during the search is greater than 75 Error Message None Possible Cause The User Maintenance window on Cisco CRS limits the display to 75 Unified Communications Manager users If that number is exceeded the Unified Communications Manager users display in a random order Instead of the usual logical order of 39001 39002 39003 39004 the list contains 39001 39003 with 39002 and 39004 not shown Recommended Action Narrow the search by adding additional characters to be matched Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips CRS Administration Problems W CRS Supervisor web page cannot be viewed from CRS Server Symptom The Cisco CRS Supervisor web page cannot be viewed from the Cisco CRS Server Error Message None Possible Cause If the Cisco CRS Supervisor is running on a computer with the language set to Simplified Chinese you cannot view the Cisco CRS Supervisor web page from the Cisco CRS Server Recommended Action Use a client computer to view the Cisco CRS Supervisor web page Database table fields used by wallboard store data in milliseconds Symptom Some database table fields used by a wallboard store data in milliseconds instead of in HH MM SS Error Message None Possible Cause The avgTalkDuration avgWaitDuration longestTal
52. Options check box and the dialog box appears with more options Enter the information to limit the collection of log files by date and time Check the check boxes of the components for which you want to collect log files and then browse to a location where you want to move the zip file by clicking the button next to the Source Drive field Select the location for the zip file it then appears in the Source Drive field Then click Save If you choose a location on the CRS system instead of on a network drive a warning message appears asking if you want to continue Click Yes to save the file to the CRS system or click No to go back and select another location on a network drive When you click Yes the tool displays a dialog box with the estimated disk space to be used by the zip file before actually writing the zip file ClickYes to continue or click No if you want to stop the collection of log files into the zip file While the tool is collecting the log files a Progress dialog box appears Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 CHAPTER 5 Cisco Discovery Protocol Support This section contains the following topics e About the Cisco Discovery Protocol CDP page 5 1 e Using the CDP Driver page 5 2 e Accessing CDP Driver Control page 5 2 e Installing the CDP Protocol Driver page 5 2 e Starting the CDP Protocol Driver page 5 2 e Enabling the CDP Protocol Driver page
53. R EELE be Er ARANA fe EA DE El PSE ELEA RP se EALAN TRPI ARANAN BO IALIA AITTE TOTA AR Sue ye Er I OMe eames Ale Merege nce RAAE AECA OTE AKARE E AAE EALEIS D Trem P3 ARINAK Bie SSSR ARI MEN AST EOT pL C ARRI TELE be ter AALE IRE e DOMEN MEE Process it ARAIA E ERICA NEN ARAALE EAEL E ARP Ne EFASE TPI ARIAT Erie SSSR ARI MEM ASAE TOT pA C ARRI TELE be Er l RP od Me LIN E e CITM T Mareger Procee stl ARANA JE RE DEE her ARIETE e ARANA JE RAFI Trem P3 ARINAJEEKN Be SSSR AAI MEM ARETE EOT pL AR TEA be ater RP aod ie ee Promp erage h aae ELC oher QRAR RAE Mae Pease sge SERVI TR PI ARANAK Eni SCIEN AIETE TTA UR EELE be BET jue EPRS H ARAMAIO EAE DLEO Per APOE EAEE RPE EAIN TAARE eat SERVERNAME Treg P3 ARANAN Bie GILITAN MEM AKT ET ise ORNS Aner ep bod fe are Cost PLR LSB DIN ASE EBC Re OPET ARIUS FARE MIT E e ARINC Je FANE Hii ee eevee MAME Treg P3 ARPOTETEEO ASI HIE AM EME LKAL CTRA I AIETE ye te 1 ORs se Beer C1900 CRS Hode MEREVET GRICE Ae EIRE SEI WAME Tep AEE cab ISENANA AOE AEE NERIA AEETI CAIA AANE PNA fe RA E DLEA DET ARIA E RAR RE e ARAA E FR Res Re gee tea 28 SERVERNAME T R ARANAIS Bi GILITAN IUB MOST Kee PUNE C RFU TI SEU A te Ber l eFC le ae a ee Breese tt PET RII EDLE ep be ALEAN TBS ACTS SERVERNAME Trap PS ARAKNE eck dscHidceAIRIMENOLaMNS TETP ORNS SUR baer apaid e amer erener Merete oek ina miazten amide rene PaCS Cisco Customer Response Solutions Servicing and Troubleshooting
54. RS Log Files W Cisco Desktop Product Suite Installation Logs If you need to locate the Cisco Desktop Product Suite Version 6 4 log files this section helps you to locate them Here are the locations of the various log files e The Install Manager log files are located at the root of the C drive The files are IM lt number gt dbg where lt number gt ranges between 0001 amp 0010 i e IM0001 dbg IM lt number gt log e The InstallShield silent install file is located at C Winnt splk_ lt project gt log where lt project gt is a Desktop installation project such as splk_base log e The InstallShield install uninstall debug files are located at lt Program Files gt Cisco Desktop IM The files are splkInstall_ lt version gt dbg where lt version gt is a Desktop software version such as splkInstall_6 4 0 20 dbg splkInstall_Obj_ lt version gt dbg where lt version gt is a Desktop software version such as splkInstall_Obj_6 4 0 20 dbg After you uninstall the Desktop the log files are located at e Install Manager files exist in the location defined above until the uninstall reboot when they are removed from the system e InstallShield silent uninstall file is at the root of the BootUp drive e InstallShield install uninstall debug files are at the root of the C drive CRS Log Collection Tool The CRS Log Collection Tool provides a way for you to collect all of the log files you want to view into o
55. Reporting Subsystem SS_SIP SIP Subsystem SS_TEL JTAPI Subsystem Telephony SS_VB Voice Browser Subsystem SS_VOIPMON_SRV Voice over IP Monitor Server Subsystem STEP_CALL_CONTROL Call Control Steps STEP_ENT_SRV Enterprise Server Steps STEP_MEDIA_CONTROL Media Control Steps STEP_SESSION Sessions Steps STEP_SESSION_MGMT Session Management Steps STEP_USER User Steps Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace Table 4 3 Subfacility Code Trace Level Options Trace File Subfacilities continued Description STEP_CALL_CONTACT Call Contact Steps STEPS_CONTACT Contact Steps STEPS_DB Database Steps STEPS_DOCUMENT Document Steps STEPS_EMAIL E mail Steps STEPS_GENERAL General Steps STEPS_GRAMMAR Grammar Steps STEPS_HTTP HTTP Steps STEPS_ICM Unified ICME Steps STEPS_IPCC_EXP Unified CCX Steps STEPS_JAVA Java Steps STEPS PROMPT Prompt Steps STEPS_SESSION Session Steps STEPS_USER ALARM User Alarm Steps USR_MGR WEB_STEPS User Manager HTTP Contact Steps When the Unified CCX product is running on a 7845 machine and tracing is ON the default limit the Busy Hour Call Completions BHCC to 4500 calls per hour If you want to run a higher BHCC turn the debug traces OFF The trace subfacilities to be turned OFF are ICD_CTI SS_TEL SS_RM SS_CM and SS_RMCM S
56. Serviceability Provides an overview of the Cisco CRS serviceability support and the support provided when an expansion server is used Chapter 2 Simple Network Describes how you can use SNMP to monitor and manage Management Protocol your CRS system Support Chapter 3 Alarm Service Describes how to configure the Cisco CRS Alarm Service and view alarm messages Chapter 4 Trace Describes how to configure the component trace file set trace level options and collect view and interpret trace log files Chapter 5 Cisco Discovery Describes how to use the CDP Driver view the CDP Protocol Support Driver properties and locate the CDP Driver and interface files Chapter 6 Cisco Support Tools Provides an overview of Cisco Support Tools that are supported by Cisco CRS Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Preface Part Chapter Title Description Part 2 Troubleshooting Chapter 7 Diagnosing and Provides steps that can help you troubleshoot most Correcting Cisco CRS problems with your Cisco CRS system Problems Chapter 8 Troubleshooting Tips Provides troubleshooting tips for the various elements of the CRS system Each tip contains the symptom of a problem the possible cause of the problem and the corrective action for the problem The tips are grouped by category Related Documents You might also need the following documents e Cisco CRS Administr
57. Support Tools This section contains the following topics e About Cisco Support Tools with Cisco CRS page 6 1 e Accessing Cisco Support Tools page 6 1 About Cisco Support Tools with Cisco CRS Cisco Support Tools can help you manage and troubleshoot the Cisco CRS servers Cisco Support Tools is a suite of utilities but not every utility in the suite is supported by Cisco CRS Cisco CRS supports two components of Cisco Support Tools e Node Agent Service The Node Agent Service is bundled with the CRS installer and is automatically installed on every CRS machine when you install the CRS software e Server The Support Tools Server must be installed separately on a different machine It provides a web server and the Support Tools Dashboard user interface Accessing Cisco Support Tools Although the Support Tools Node Agent Service is automatically installed with CRS before you can use it you also need the Support Tools Server software You must purchase the server software separately from your Cisco Representative The documentation that provides instructions on how to use Cisco Support Tools can be found on the Cisco website at http www cisco com en US products ps5905 tsd_products_support_series_home html When you purchase Support Tools from Cisco the documentation is also included on the CD with the Support Tools Server software Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1
58. Syslog Server 3 3 Viewing Alarm Messages Sent to an SNMP Trap Receiver 3 5 Viewing Alarm Messages Sent to a Windows Event Log 3 5 Alarm Definitions 3 5 Finding Information About an Alarm 3 5 cuapter 4 Trace 4 1 About Trace Files 4 1 The Component Trace File 4 2 Configuring the Component Trace File 4 2 Trace Level Options 4 3 Setting Trace Level Options 4 7 Viewing and Interpreting the Trace Files 4 8 Displaying a Trace File 4 8 Interpreting a Trace File 4 8 The Thread Dump Trace File 4 8 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 CHAPTER 5 CHAPTER 6 PART ll CHAPTER 7 CHAPTER 8 Writing to the Thread Dump Trace file 4 9 Displaying the Thread Dump Trace File 4 9 The CRS Log Files 4 9 Cisco Desktop Product Suite Installation Logs 4 11 CRS Log Collection Tool 4 11 Cisco Discovery Protocol Support 5 1 About the Cisco Discovery Protocol CDP 5 1 Using the CDP Driver 5 2 Accessing CDP Driver Control 5 2 Installing the CDP Protocol Driver 5 2 Starting the CDP Protocol Driver 5 2 Enabling the CDP Protocol Driver 5 3 Showing the CDP Protocol Driver Properties 5 3 Updating an IP Address for the CDP Protocol Driver 5 3 Locating Updated CDP Driver and Interface Files 5 4 Default CDP Settings 5 4 Cisco Support Tools 6 1 About Cisco Support Tools with Cisco CRS 6 1 Accessing Cisco Support Tools 6 1 Troubleshooting Diagnosing and Correcting Ci
59. T or MARC e Number of Trace Files Enter the number of trace files that the system will create before starting to overwrite existing files The system will create a new trace file each time the existing one reaches the size specified in the Trace File Size field The default number of trace files is 10 e Trace File Size You can configure the file size or you can enter the maximum size in bytes of the trace file The default files size is 1048576 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace Step 4 Trace Level Options W Click Update Trace Level Options A A trace file is a log file that records activity from the Cisco CRS component subsystems and steps Trace files let you obtain specific detailed information about the system that can help you troubleshoot problems The Cisco CRS system can generate trace information for every subfacility This information is stored in an engine trace file To help you control the size of an engine trace file you specify the subfacilities for which you want to collect information and the level of information that you want to collect The Cisco CRS system also generates information about all threads that are running on the system This information is stored in the thread dump trace file and is useful for troubleshooting A trace file that records all information for a component such as the Cisco CRS Engine can become la
60. TTS provider For example for Nuance Vocalizer 3 0 the configuration is as follows lt property name com cisco tts provider value Nuance Vocalizer 3 0 gt Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 69 Chapter8 Troubleshooting Tips HI VXML Problems Step 5 Step 6 Step7 Step 8 Make sure that VXML grammar and audio files are correct by validating each piece separately before connecting them all together Tracing subfacilities that are helpful in debugging the Voice Browser steps include SS_VB SS_MRCP_TTS SS_MRCP_ASR and SS_CMT See the Tracing chapter of this book for additional information Make sure the file fetching locations are reachable and correct Check the syntax of the application by including VoiceXML DTD shipped with Cisco CRS Timeout attribute for non input does not work Symptom The timeout attribute when set to 0 causes VXML script execution to wait forever when run with Nuance Nuance implements a timeout of 0 by waiting indefinitely which is not compliant with the VXML specification Error Message None Possible Cause Using timeout 0 for example lt form id forml gt lt property name timeout value 0s gt lt field name myField gt lt prompt count 1 gt No input expected Say nothing lt prompt gt Recommended Action Using a timeout of 1 ms will effectively provide the behavior expected by the VXML specification that is
61. Te CISCO Cisco Customer Response Solutions Servicing and Troubleshooting Guide Cisco Unified Contact Center Express Cisco Unified IP IVR and Cisco Unified Queue Manager Release 5 0 1 June 2007 Americas Headquarters Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCB s public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CISCO AND T
62. Unified Communications Manager Express Unified CME problemss e Agent cannot log in on shared line page 8 10 e Agent cannot log in on restricted line page 8 10 e When agent drops from conference all parties on conference are dropped page 8 10 Agent cannot log in on shared line Symptom Agent is unable to log in on the Cisco Agent Desktop CAD Error Message CAD displays Unable to login agent because line is shared Possible Cause The extension specified during login is a shared extension Recommended Action Make sure the extension only exists on one device Agent cannot log in on restricted line Symptom Agent is unable to log in on CAD Error Message CAD displays The line is restricted Possible Cause The extension specified during login cannot be monitored Recommended Action Make sure the agent s extension is configured with allow watch on Unified CME When agent drops from conference all parties on conference are dropped Symptom When an agent drops from a conference all parties on the conference are dropped as well Error Message None Possible Cause The agent device is not configured with keep conference Recommended Action Make sure the agent s device is configured with keep conference on Unified CME Cisco Unified CCX Problems This section contains the following troubleshooting tips on Cisco Unified Contact Center Express Unified CCX problems e RmCm subsystem is out of service page 8 11 e RmCm subsys
63. W CRS Administration Problems 8 18 The CRS Administration Authentication web page is not available 8 19 Uploading a license file can result ina warning message 8 20 User cannot log in to the CRS web page 8 20 Refreshing subflow script does not update parent scripts 8 20 Unified Communications Manager users display in random order 8 20 CRS Supervisor web page cannot be viewed from CRS Server 8 21 Database table fields used by wallboard store data in milliseconds 8 21 Management pages display error message when selected 8 21 Zip file does not auto unzip on Document Management page 8 22 Invalid files message displays while uploading a zip file of prompts 8 22 A Component Manager goes into partial service when uploading a zip file 8 23 High call rejection rate under heavy load 8 23 CRS Admin Utility Problems 8 23 The cluster is not in synchronization 8 24 CRS Admin Utility exits or does not come up after login 8 24 The CRS Admin Utility fails due to data corruption 8 24 The CRS Admin Utility will not run on a none bootstrap node 8 25 The CRS Admin Utility will not run since the Node Manager hung 8 25 CRS Database Problems 8 25 Cannot configure Application or System parameters from their pages in CRS Administration 8 26 HR client login error 8 26 Cannot activate DB components on HA node 8 26 CRS Databases are not purged as expected 8 26 Historical Database db_cra is full 8 27 E mail notification of database purging activities is not sent 8 27 Syslog o
64. a folder to the C Program Files wfavvid folder Start the CRS Node Manager Service Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ Backup Restore and Update Problems Step 5 Step 1 Step 2 Step 3 Redo the restore If you don t have a copy of original ClusterData folder Reinstall the CRS server using Win2K3 OS Fresh install the server using the CRS installer Rerun the Restore Restore failed on a two node system that had run before the Restore Step 1 Step 2 Step 3 Step 4 Step 5 Symptom Restore failed on a two node system The system had already been configured as a cluster and was running successfully before the restore ErrorMessage Backup and Restore displays an exception or a Page Not Found message Possible Cause When an exception is displayed by Backup and Restore please check the logs in the c program files wfavvid log MCVD folder and search for the keyword backup_fail This will show the cause of the failure If the message is not understandable please contact TAC If the Page Not Found message is displayed please contact TAC since the CRS Node Manager service has restarted for some reason Recommended Action Check failure If failure is irrecoverable please contact TAC If failure is due to intermittent issue retry restore by doing the following Shutdown the CRS Node Manager Service on both nodes
65. and Restore displays an exception or a Page Not Found message Possible Cause When an exception is displayed by Backup and Restore please check the logs in the c program files wfavvid log MCVD folder and search for the keyword backup_fail This will show the cause of the failure If the message is not understandable please contact TAC If the Page Not Found message is displayed please contact TAC since the CRS Node Manager service has restarted for some reason Recommended Action Check and make sure that the Backup Storage Location is set correctly with the right credentials CRS 4 5 profile name is missing Symptom You are prompted to select the CRS 4 5 profile name during the 4 5 to 5 0 upgrade but that name is missing from the pulldown menu list during restore Error Message None Possible Cause This can happen if an initial attempt to restore was unsuccessful due to the CRS Node Manager abruptly shutting down or restarting The CRS 4 5 profile name may have been migrated to the 5 0 cluster ID that is a long number during the restore attempt However because the CRS Node Manager service abruptly shut down the name itself remained migrated in the CCM table Recommended Action When prompted for the CRS 4 5 profile name please choose the long integer number from the menu pulldown list Page Not Found message is displayed during Restore or Upgrade Step 1 Step 2 Step 3 Step 4 Symptom During Restore or Upgrad
66. ap P3 oir public cyahlanisussityaatice sypdiodulstaie hechive anag e Erongaald LLABE ROA ARIA SERVER WAME Teap P3 conr pudlic cyvphlamniguerityraatice syaheduistage Sccipl sanagee Peansaald LLB ROA ARIA SERVER WAME Zeap 03 Sooei public syphlanigussityraatice syaNoluistaie Pcanpt sinagee Peaneaats L S 200A AZ 31s8a SERVER MAME Yeap P3 Gonar pudlic gyahlamnisvesity aotice syatietuletane Ceawnac Managee Peogsaata Yeap P3 Con pudlic gyahlasMisuscityractics syadedulgtade locumeat sanagee Peaceaald LLB AONR AR ILIRA SERVER NADE Yeap P3 GouMr public syahlasmisuerityrnctice syadieduletaie Pile danagee Eenceaald 11 8 2005 093 31 AA SERVER MAME Teap 23 Eon pudlic gyahlasmisuscityrnctics gyadiedulgtade AIe Pact Nanagee Peansaald LEC AOOR ARID AA SERVER WAME eap P3 SyabiodulgMane Channel danagee Eroesaatt LUCE BARRA STAVER NANE saan Eooiietuislae contact Kanade EranaaaJa ETEA EE TRET E lt zap Expe er Eeneeaas LEP AOOA ARID RA SERVER WAME Yeap P3 EomMr public syphlasmisvscity natice sypsotuletare Uatabase Nanagec Feonsastd TROD dRabigh SEVERE eap e3 Soumrpublic svphlannisuesityraatice syptighulsMaie Usee Managec Eenewaats LIEAMM SANALSA SENERARE Iep P3 Shmcpunlic Syoalscmiaverseenctions EONA ae Manager AARE T EITEM ETETA cap ublic gypklannisuse ARH 5 LEBER dR TRIGA SERVER AME Yeap P3 Eom public cyaklamisvesikynatice ANNIA CHT Subayatem cap e3 omr public eyaklasnisugsikynatic syatigiulsaie Coce RIR Subayatem eap P
67. apanese and Korean page 8 68 e Language specified is not accepted or played page 8 69 Results not as expected for first name and last name in Chinese Japanese and Korean Symptom First name and last name information does not produce the expected results for Chinese Japanese and Korean Error Message None Possible Cause In the Cisco CRS User Options Alternate Pronunciations web page entering information in the First Name and Last Name fields does not produce the expected results for Chinese Japanese and Korean Recommended Action To work around this problem enter the given name in the First Name field and enter the family name in the Last Name field Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 68 Chapter8 Troubleshooting Tips VXML Problems W Language specified is not accepted or played Symptom A user specifies a language but the software does not accept it or play the language entered by the user Error Message None Possible Cause If you are trying to use a prompt or recognition grammars the problem might be that the language was not successfully installed Check the language and associated region in the ISO 639 and ISO 3166 standards If the problem occurs with a Voice Browser note that the VXML standard specifies that languages be entered in the form xml lang lt ISO 639 gt lt ISO 3166 gt example en US fr CA Note that the VXML delimiter is a
68. arameters from their pages in CRS Administration 8 26 CRS Databases are not purged as expected 8 26 E mail notification of database purging activities is not sent 8 27 Historical database db_cra is full due to high availability 8 27 HR client login error 8 26 Syslog or SNMP trap notification of database purging activities is not sent 8 28 CRS Editor problems Accept step error during active debug 8 28 Change a string variable to an integer 8 28 Error occurs with Reactive Debugging Tool 8 29 CRS Engine problems An error message plays when calling a CTI route point 8 33 Application subsystem in partial service and application running for an unexpectedly long time 8 39 Application subsystem is in partial service 8 31 Attempting to start the Cisco CRS Node Manager service causes an error 1067 8 31 Attempting to start the Cisco CRS Node Manager service causes an error 1069 8 31 Call drops during transfer over gateway 8 34 Calling party and CRS do not have common codec 8 38 Changes to applications do not register 8 33 Changing time on CRS machines results in agents getting logged off 8 32 CRS Engine does not start 8 39 CRS Engine does not start and an RMI port in use error appears 8 30 CRS Engine is running but calls are not answered 8 32 CRS Server and Active Directory integration results in some services being unregistered 8 40 CRS Server runs at 100 capacity 8 35 CRS Server runs out of disk spa
69. ation Guide e Cisco CAD Service Information Guide e Cisco CRS Database Schema e Cisco CRS Getting Started with Scripts e Cisco CRS Editor Step Reference e Cisco CRS Historical Reports User Guide e Cisco IPCC Gateway Deployment Guide Conventions This manual uses the following conventions Convention Description boldface font Boldface font is used to indicate commands such as user entries keys buttons and folder and submenu names For example e Choose Edit gt Find e Click Finish italicfont Italic font is used to indicate the following e To introduce a new term Example A skill group is a collection of agents who share similar skills e For emphasis Example Do not use the numerical naming convention e A syntax value that the user must replace Example IF condition true value false value e A book title Example See the Cisco CRS Installation Guide Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Preface Convention Description window font Window font such as Courier is used for the following e Text as it appears in code or that the window displays Example lt html gt lt title gt Cisco Systems Inc lt title gt lt html gt lt gt Angle brackets are used to indicate the following e For arguments where the context does not allow italic such as ASCII output e A character string that the user enters but that d
70. ation in the Syslog Server Name field or in the Syslog Message Filtering Level field as explained in Step 3 make sure that the Alarm Service is running before following these steps See Starting and Confirming the Alarm Service page 3 2 for more information Step 1 From the Cisco CRS Administration menu choose System gt Alarm Configuration The Alarm and Tracing Configuration page appears Step2 Choose Alarm Server Tracing from the navigation bar Step3 Enter information in the fields under Alarm Service as follows Alarm Server IP address or name of the server on which the Cisco CRS Alarm Service is running By default the Alarm Server is localhost meaning that the Alarm Service is running on the Cisco CRS server You cannot change this information Alarm Server Port Port on the Alarm Server to which alarm messages are sent This information is entered as part of the installation process The default value is 1444 You cannot change this information Catalog Directory Directory in which the catalogs of alarm messages are stored The default is catalog This information is entered as part of the installation process You cannot change this information Syslog Server Name Enter the IP address or the host name of the Syslog server to which alarm messages are be sent If you are using CiscoWorks enter the IP address or the host name of the CiscoWorks server If this field is blank the system sends alarm messages t
71. blems and to help minimize Unified Communications service downtime e Resource Management Essentials RME Providestools for collecting Syslog messages from multiple sources for system level fault monitoring and analysis e Campus Manager Provides network topology services user tracking and path analysis Campus Manager Topology Services can display a map of your network and it can display a variety of information about each device on the network It provides version run time status and URLs of the applications on the devices and it provides filtering to display only specified devices User Tracking provides a tool that tracks IP telephones on a Voice over IP VoIP network Path Analysis provides a diagnostic application that traces connectivity between two specified points on a network and analyzes physical and logical paths Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter1 About Serviceability Syslog Support W For more information about CiscoWorks refer to the documentation available at this URL http www cisco com en US products sw cscowork ps3996 tsd_products_support_series_home html Syslog Support In addition to writing information to a trace file the Cisco CRS system sends standard event logging messages to a Syslog server through the Alarm Service These messages contain information about the activities of the Cisco CRS Engine and its subsystems You can use any Sys
72. bound license has not been uploaded not all Config Data Stores are running and the two MSSQL services are not running and or the RmCm subsystem is not in service Recommended Action Check that e The Outbound license is uploaded An engine restart is required after the license is uploaded e All Config Data Stores are up and the 2 MSSQL services are running e The RmCm subsystem is in service RTR Outbound reports do not show all possible reclassification Symptom RTR Outbound reports do not show all possible reclassification Error Message None Possible Cause This is by design Not all reclassification categories are displayed Recommended Action You can get the complete list of reports from the the CRS Historical Reports See the Cisco Customer Response Solutions Historical Reports User Guide and the Cisco Customer Response Solutions Administration Guide the Managing Cisco CRS Historical Reporting chapter Text to Speech TTS Problems This section contains the following troubleshooting tips on MRCP TTS problems e Provider becomes IN_SERVICE immediately page 8 61 e A TTS Prompt will not play page 8 61 e A TTS prompt is not recognizable page 8 62 e MRCP TTS subsystem is out of service page 8 62 e Long TTS prompts consume significant memory on CRS Server page 8 62 e Non UTF 8 characters needed for some languages page 8 63 e A way file prompt playback is garbled when played by a TTS server page 8 63 e Changes additions or deleti
73. bugging for specific subfacilities and click Update The trace file appears in a separate window Interpreting a Trace File The trace files contain information in standard Syslog format The file includes some or all of the following information for each event that it records e Line number e Date and time the event occurred e Facility and subfacility name e Severity level e Message name e Explanation e Parameters and values The Thread Dump Trace File The thread dump trace file is named JVM log It is stored on the Cisco CRS server in the Log directory under the directory in which you installed the Cisco CRS Engine This file contains stack trace information about all threads that are running on the Cisco CRS system You can write information to this file when you need it In addition the system writes information to this file automatically if the system detects a severe system problem When new information is generated it is appended to the existing thread dump file Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace amp The CRS Log Files W Note There is also a Memory Dump file It is located in CRS Administration in the same place as the Thread Dump file It creates a memory dump file of the typememory lt timestamp gt log Writing to the Thread Dump Trace file Step 1 Step 2 Step 3 Step 4 To manually write to the thread dump trace fi
74. ce 8 35 Database subsystem goes into partial service 8 36 H 323 client DTMF digits not detected 8 34 JTAPI subsystem is in partial service 8 37 Prompt exception in CRS Engine log file 8 39 Prompts with incorrect codec being played out 8 38 Redirected call is disconnected 8 34 The Simple Recognition step takes the unsuccessful branch 8 38 Unable to connect to JTAPI provider 8 37 Voice Browser step throws an exception 8 30 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 D diagnosing problems 7 1 E examples traps during shutdown 2 10 traps during startup 2 9 H High Availability and bootstrap problems 8 71 An exception on startup 8 71 Transaction Manager cannot start 8 71 High availability and failover problems 8 72 Cannot make configuration changes in HA cluster 8 73 Cannot make configuration changes in RnCm subsystem 8 73 Cluster is in partial service 8 74 Cluster time synch fails 8 76 Conflicts in Datastore Control Center history 8 73 CRS does not accept call or function properly 8 75 CRS server keeps rebooting due to CRS Node Manager failure 8 74 CRS servers respond slowly in HA environment 8 76 Multiple failovers with high CPU usage 8 76 Previously configured log file size is not preserved after system upgrade 8 72 Server is in partial service 8 75 Service constantly shows Invalid 8 74 Service Master Slave status is not shown on CRS Administra
75. ch the tag names defined in the grammar used by the step Such a mismatch can occur when a tag name is defined in the grammar Recommended Action Complete the following steps Verify that all tag names defined in the grammar are configured in the Simple Recognition step with matching spelling and case If the grammar contains tag names that are not configured in the Simple Recognition step either configure the same tag name in the Simple Recognition step or remove the tag names from the grammar Calling party and CRS do not have common codec Prompts with Symptom The calling party hears a fast busy signal when calling into a CRS application Error Message The CRS log showsCTIERR_REDIRECT_CALL_PROTOCOL_ERROR Possible Cause The calling device s codec is possibly incompatible with CRS Recommended Action Use the transcoding service on Cisco Unified Communications Manager or ensure that the calling device is using G 711 or G729 depending on what is configured on the CRS server incorrect codec being played out Symptom The calling party does not hear prompts Error Message None Possible Cause The prompt being played does not match the system s codec Recommended Action Use the correct version of the prompt Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 38 Chapter8 Troubleshooting Tips CRS Engine Problems W Prompt Exception in CRS Engine log file Symptom A prompt except
76. cing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips WE Cisco Unified CCX Problems Agents do not show in a CSQ Symptom A CSQ is configured with a group of agents for Skill A and a group of agents for Skill B however the agents do not show up in the CSQ Error Message None Possible Cause Agents do not have all the skill levels of the CSQ or the skill level of the agents do not have equal or higher skill levels than that of the CSQ Recommended Action Verify that agents have all the skill levels of the CSQ and that the agents have equal or higher skill levels than that of the CSQ Caller gets dropped when an attempt is made to recall a Unified CCX agent extension after the agent previously parked the call Symptom Agent A gets a Unified CCX call and parks that call After the parked call times out a recall is attempted to the Agent A extension if no other agent has picked up the call If Agent A is busy handling another call on that Unified CCX extension while the previously parked call is being routed the caller gets dropped Error Message None Possible Cause A parked call gets dropped if an attempt is made to place the call again to a busy line that is not set with forward busy Recommended Action Configure the Unified CCX extension of Agent A withForward Busy to a non Unified CCX line on the same phone Also configure this line as Forward Busy to the Unified CCX route point When an attem
77. co CRS network For more information see CiscoWorks Support page 1 2 e Microsoft Windows 2003 Performance Monitoring Allows monitoring the performance counters of the Cisco CRS system from local or from remote systems For more information refer to your Microsoft Windows documentation e Microsoft Windows 2003 Terminal Services Provides remote systems with access to Windows based applications through terminal emulation Windows 2003 Server Terminal Services are integrated with the Windows 2003 operating system e Virtual Network Computing VNC isa desktop protocol to remotely control another computer It transmits the keyboard presses and mouse clicks from one computer to another relaying the screen updates back in the other direction over a network There are many variants of freeware VNC available today Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter1 About Serviceability W Unified CCX Call Statistics Recording and Monitoring Server Serviceability Support Unified CCX Call Statistics Recording and Monitoring Server Serviceability Support You can set up a dedicated server for monitoring recording and maintaining Unified CCX statistics Such a server is called an Unified CCX Call Statistics Recording and Monitoring Server You can also set up a dedicated server or servers for monitoring These servers are called Unified CCX Call Monitoring Servers The CRS installati
78. co CRS system sends information about subfacilities toa trace file for example CiscoMIVRnn log The system replaces nn with a number starting with 01 You can configure the size of the trace file When the size you configured is reached or if a Cisco CRS component is restarted the system creates a new trace file incrementing nn by one After creating the tenth trace file by default the trace file begins overwriting existing files starting with the first trace file created Note that the examples shown here are for the Cisco CRS Engine component Follow the same procedures for the other components substituting the component s name To change any of these default trace file parameters follow these steps Step 1 From the Cisco CRS Administration menu choose System gt Tracing The Trace Configuration page appears Step2 Choose and expand a component from the navigation bar Step3 Change the following information under Trace File as needed e Trace File Output Check this check box to send information to a trace file Uncheck this box if you do not want to send information to a trace file By default this check box is checked e File Name Enter the base name and the extension of the trace file A trace file name is made up of the base facility name the file number and the extension for example CiscoMIVRO1 log The default file name is Cisco lt facility_code gt log where the lt facility_code gt could be MIVR MCVD MADM MED
79. cor public gyphlanisuscibyraotice gypNedulgMaie Miccasott Oiatcibuted Teanaaction Cooedinatoc Sor public syehlanhigussityraotice syatighigMaie Miccosott SOL Agent Suaheacsaastant BAR CAARITOASRADAANTENGLS TAREN A BONFPUDIC EYPALAEMARWSEALI Ackles GVAMAVIRNAI Cinco Application EAJn SAR SLAGIOALEHDRAMTEMELicabinns cawrpudlic gaAlamises ty notice gvadidulgtars ew Master Hiahasicalbataators cvakeocgasid 0 GAR CAAGHIOACSHDRAMTEMLTACatINA GOlMrpublic aAlamisesiby notice Gvathidulglais ew Master Conkighakestans satearseala O Graksocearshart Gik ciacmlorcehpRamabhetiticabinna Gor public guaklaciiewsity aotice guadndulslane Mew Master Pepaeitonvlataabork suakeacsagia 0 GAR GLAGHIOACSH RAMEN AcaLiAAa GolMrpublic GrahlaciisemeAty aotice Gradiidulgtais Mew Maatee Engine gyateacnartd 0 SAR GLAGUIOACSHDRAMTEMLELACAEINAA GON public gaAlamiswesiky notice GvadiidulgtalsMew Maatec Iusatliabaaborn Guakeacgaatd 0 GuPRUGVIRStAk GOL SLALOTOILRMDDAMTBMALAZICALLONA GOOM pUBLIC GyahlasMiguseALs Hot ice GyPBielnIsMale CAS SOL Seever Agent TPE aOMa aR SEE SEAVER MAME 11 8 200i ASTRA SERVER HANE LL B QOD dS Taeed SERVER WAME 11 8 2004 CIR 3Rs22 SERVERNAME LLB AOA ARATRA SERVER WAME Teap P3 Soowir public syphlasniguesity aotice gyaNiedulgMaue Ciaco Application Engine 11 8 2005 d3 3 22 SERVER WANE Teap P3 Conr public cyaklamisugribynotic syptivdulsMaie Bxecutoe anaye e LLB SODA n AZAh RA SERVER MAME Te
80. criptions that you would like to receive To visit the Cisco Online Subscription Center go to this URL http www cisco com offer subscribe The Cisco Product Quick Reference Guide is a handy compact reference tool that includes brief product overviews key features sample part numbers and abbreviated technical specifications for many Cisco products that are sold through channel partners It is updated twice a year and includes the latest Cisco channel product offerings To order and find out more about the Cisco Product Quick Reference Guide go to this URL http www cisco com go guide Cisco Marketplace provides a variety of Cisco books reference guides documentation and logo merchandise Visit Cisco Marketplace the company store at this URL http www cisco com go marketplace Cisco Press publishes a wide range of general networking training and certification titles Both new and experienced users will benefit from these publications For current Cisco Press titles and other information go to Cisco Press at this URL http www ciscopress com Internet Protocol Journal is a quarterly journal published by Cisco for engineering professionals involved in designing developing and operating public and private internets and intranets You can access the Internet Protocol Journal at this URL http www cisco com ipj Networking products offered by Cisco as well as customer support services can be obtained at this URL h
81. ct logs for example Unified CM logs to a different drive where CRS and SQL is installed Turn off Cisco Unified Communications Manager polling Polling enables JTAPI and therefore the telephony applications that use JTAPI such as CRS to detect the addition of devices to an application or user s controlled list For example polling can detect when an agent is added to a call center or a CTI port is added to the CRS Engine If you do turn off polling Cisco Unified Communications Manager does not update new devices automatically For example you must restart the CRS Server after adding a new CTI port or route point to Cisco Unified Communications Manager If you are using a smaller system with many applications running at the same time install the different telephony applications on separate servers or use an MCS 7835 Defragment the hard disk at regular interval on the CRS machine if the load is very high Database Subsystem goes into partial service Symptom The Database subsystem is in partial service when the Cisco CRS system is configured to use a Sybase database Error Message None Possible Cause If the Sybase datasource name that you enter in the Cisco CRS Administration Enterprise Database Subsystem Configuration web page does not match exactly the datasource name in the Windows ODBC DSN configuration window the database connection will fail and the database will go into partial service Recommended Action Be sure the Sybase
82. d CCX Configuration web page Error Message None Possible Cause To appear as an agent in this area a user must be configured as a Unified CCX agent in the Cisco Unified Communications Manager User Information web page Recommended Action In Cisco Unified Communications Manager verify configuration information in the User Information web pages For each user under Associated Devices verify that a phone is associated and verify that the Unified CCX extension radio button is selected You cannot select the order of agents Symptom When you configure a resource group the system does not allow you to select the order of agents Error Message None Possible Cause You order agents at the CSQ level Recommended Action When you configure the CSQ and select the desired Resource Group click Show Resources and order the agents as desired Agent does not go to Work state after handling a call Symptom An agent does not go to Work State after handling a call even though the CSQ is configured with Auto Work turned on Error Message None Possible Cause An agent will not go to Work State after handling a call if the agent presses the Ready button while in Talk state In addition if the agent services multiple CSQs Auto Work may not be configured for each CSQ The agent will only go to Work State if the call comes from a CSQ where Auto Work is enabled Recommended Action None Cisco Customer Response Solutions Servicing and Troubles
83. d on the CRS server e JTAPI user is not configured correctly e JTAPI client cannot communicate with the Cisco Unified Communications Manager Recommended Action Depending upon the cause do one of the following e Troubleshoot the Cisco Unified Communications Manager refer to Cisco Unified Communications Manager Administration Guide e Check the JTAPI version on the CRS server by selecting Start gt Programs gt Cisco JTAPI gt Readme e From the CRS Administration web page choose Subsystems gt JTAPI click the JTAPI Provider hyperlink and then verify that information in the User ID field matches the name of a valid user in Cisco Unified Communications Manager Verify that information in the Password field is correct e Verify that Cisco Unified Communications Manager is running Configure Cisco Unified Communications Manager using the IP address instead of the DNS name Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HZ CRS Engine Problems The Simple Recognition step takes the unsuccessful branch Step 1 Step 2 Symptom The Simple Recognition step in a script takes the unsuccessful branch even when the word spoken or DTMF key pressed is defined in the grammar Error Message None Possible Cause The Simple Recognition step is configured with a set of tags and output points Most likely the tag names defined in the step do not exactly mat
84. d then click the Technical Support amp Documentation radio button To provide feedback about the Cisco com website or a particular technical document click Contacts amp Feedback at the top of any Cisco com web page Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information After you describe your situation the TAC Service Request Tool provides recommended solutions If your issue is not resolved using the recommended resources your service request is assigned to a Cisco engineer The TAC Service Request Tool is located at this URL http www cisco com techsupport servicerequest For S1 or S2 service requests or if you do not have Internet access contact the Cisco TAC by telephone S1 or S2 service requests are those in which your production network is down or severely degraded Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly To open a service request by telephone use one of the following numbers Asia Pacific 61 2 8446 7411 Australia 1 800 805 227 EMEA 32 2 704 55 55 USA 1 800 553 2447 For a complete list of Cisco TAC contacts go to this URL http www cisco com techsupport contacts E Cisco Customer Response Solutions Servicing and Troubl
85. do one of the following Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ CRS Administration Problems e To activate the Repository Datastore component from CRS Administration select Control Center gt Component Activation page Check to be sure the nodes with Repository Datastore components are up and running If the nodes are up check that all the SQL Services including Microsoft SQL Server and Microsoft SQL Agent services are up and running e In the case of high availability from CRS Administration go to Datacontrol Center gt Publisher Activation page to check that the Publisher is activated If active you see the Publication Snapshot Agent in STOPPED state and the Subscription Agent in RUNNING state Zip file does not auto unzip on Document Management page Symptom On the Document Management page when a zip file is uploaded it does not get unzipped automatically as a zip file does on the Prompt Management and Grammar Management pages Error Message None Possible Cause While uploading a zip file in Document Management the user has the option of storing it as a zip file without unzipping or unzipping the file before it gets stored Recommended Action Be sure the Unzip after uploading check box is selected if that is the intention Invalid files message displays while uploading a zip file of prompts Symptom Uploading a zip file of prompts or
86. e the CRS system is unusable No calls can get to agents Error Message LDAP error 51 in MADM logs SDL and SQL errors on the Subscriber Possible Cause Publisher and Subscriber databases are no synchronized Recommended Action Synch up the Publisher and Subscriber databases Multilple failovers with high CPU usage Symptom Multiple failovers occur in a high availability environment and there is high CPU usage on both servers When the CRS server boots up the primary server begins to spike the CPU usage causing the primary server to be unusable and it fails over to the secondary server The secondary server then starts the same behavior and eventually fails back over to the primary server Error Message None Possible Cause The problem can be caused by errors in the customer Java steps Recommended Action Check for custom Java steps in the scripting and remove them VoIP Monitor Problems This section contains the following troubleshooting tips on VoIP Monitor Problems e VoIP monitor does does not work correctly page 8 77 e CRS fails to start page 8 77 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips VoIP Monitor Problems W VoIP monitor does does not work correctly Symptom VoIP Monitor does does not work correctly Error Message None Possible Cause The VoIP Monitor is not on the agents phones Voice VLAN Recommended Action If the VoIP Monitor is
87. e the message Page Not Found is displayed Error Message Check the log in c program files wfavvid log MCVD and search for keyword reboot_on for the error message Possible Cause Most likely the CRS Node Manager has restarted during Restore or Upgrade due to an abnormal shutdown This can be checked if you see a new MCVD log file in the c program files wfavvid log MCVD folder created during the time of the restore or if you see that the CRS Node Manager Service is no longer running Recommended Action Analyze the reboot_on message to see which service went down If this is intermittent issue redo the Restore by first doing the following two steps Contact TAC if condition persists Stop the CRS Node Manager Service if it is running Replace the c program files wfavvid ClusterData folder with the original ClusterData folder that was copied before the restore Remember to keep the original copy around just in case the process needs to be repeated Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Backup Restore and Update Problems W If Restore still fails please contact TAC Restore fails due to a file not being found Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Symptom Restore fails due to lt file name gt file is not found Error Message lt file name gt file is not found message is displayed in the Restore Pop up UI Po
88. e CRS server CRS Editor Problems This section contains the following troubleshooting tips on CRS Editor problems e Change a string variable to an integer page 8 28 e Accept step error during active debug page 8 28 e Error occurs with Reactive Debugging Tool page 8 29 Change a string variable to an integer Symptom You want to change a string variable to an integer Error Message None Possible Cause None Recommended Action Use the Set step which supports the conversion of a string to any numerical type Accept step error during active debug Symptom While debugging an application the following message appears where n is the task ID Error Message Task nAccept Step Trigger is not a Contact Application trigger Possible Cause The debugger encountered the Accept step in the application but there was no call to answer Recommended Action Debug the application as a Reactive Application and make the call before the Reactive Application times out Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 28 Chapter8 Troubleshooting Tips CRS Engine Problems W Error occurs with Reactive Debugging Tool Symptom An error occurs when using the Reactive Debugging tool Error Message Not defined Possible Cause Using the CRS Editor Reactive Debugging tool on a translation routed call can cause an error Recommended Action From the ICM Configuration Manager choose Tools gt L
89. e after the CRS Engine starts Error Message None Possible Cause The RmCm subsystem is unable to read any configuration information Recommended Action Make sure there is at least one CRS SQL Server Config service running in the cluster If the service is stopped start it Agents Supervisors or Teams are out of synch Symptom Agents Supervisors or Teams are out of synch between Unified CCX and the Cisco Desktop Administrator CDA Error Message None Possible Cause The automatic synchronization between Unified CCX and the CDA failed Recommended Action Launch a manual synch from the CDA by selecting the Logical Call Center usually the CRS profile name and clicking Setup gt Synchronize Directory Services Agent or CSO does not appear in Cisco Desktop Administrator CDA Symptom After adding an agent or a contact service queue CSQ in CRS Administration the agent or the CSQ does not appear in the CDA Error Message None Possible Cause The RmCm subsystem has not synchronized the agents Recommended Action Go to the Resources link under Subsystems gt RmCm This will force the RnCm subsystem to synchronize the agents Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Cisco Unified CCX Problems W Agents do not appear in the Resources area in the Unified CCX Configuration web page Symptom No agents appear in the Resources area in the Unifie
90. e gt lt choice next dial_by_name gt 2 lt choice gt lt choice dtmf 0 next operator gt 0 lt choice gt lt menu gt High Availability and Bootstrap This section contains the following troubleshooting tips on CRS 5 0 high availability and bootstrap problems e Transaction Manager cannot start page 8 71 e Have an exception on startup with a message like unable to recover transaction or an error message related to reading or modifying the Tx per file page 8 71 Transaction Manager cannot start Step 1 Step 2 Step 3 Symptom CRS cannot be started since the Transaction Manager failed to start ErrorMessage The BOOTSTRAP_START_ERROR and transaction manager is not started error messages are in the same log statement Possible Cause The third party Transaction Manager Mahalo log in wfavvid TxnMgrPersistence may be corrupted Recommended Action Manually clean TxnMgrPersistence directory Shut down the Node Manager Copy everything in the wfavvid TxnMgrPersistence directory to a backup directory Then delete all the files in the wfavvid TxnMgrPersistence directory Restart the Node Manager Have an exception on startup with a message like unable to recover transaction or an error message related to reading or modifying the Tx per file Symptom Symptom 1 in the log you see TxLoggerException TxLoggerIOException TxLoggerClassNotFoundException TxLoggerFileNotFoundException or
91. e the Use a proxy server check box is selected If so click Advanced and add the CRS server to the list of exceptions The SOL Command Failed dialog box appears when you try to generate a historical report Symptom The CRS Historical reports client computer displays the SQL Command Failed dialog box when you try to generate a historical report This dialog box specifies an error number n Error Message Error lt number gt Possible Cause This error can occur in a variety of situations Recommended Action On the computer on which you received the SQL Command Failed dialog box open the most recent Historical Reports log file Search for the error number The cause of the error will appear near the error number You can use this information to resolve the problem Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 46 Chapter8 Troubleshooting Tips CRS Historical Reporting Problems W Some information appears in English on a German system Symptom On a CRS Historical Reports client computer with an English version of Windows for which the system locale has been set to German the Search dialog box and the Preview tab on the Report Viewer still appear in English Error Message None Possible Cause Limitation of the Report Viewer Recommended Action Install a German version of the operating system The Historical Reports client computer cannot connect to the CRS server Step 1 Step 2
92. ecurity policies on the client and server do not match Error Message None Possible Cause The client and server security policies do not match To verify that the security policies match do the following Step1 Select Start gt Programs gt Control Panel gt Administrative Tools gt Local Security Policy and note the Network Security LAN Manager Authentication setting Step2 Next go to the Local Security Settings window on the Historical Reports client PC and verify that the Security LAN Manager Authentication setting is identical to that on the Cisco CRS Server Charts do not appear properly in MS Excel format Symptom Charts do not appear properly in a report that has been exported in Microsoft Excel format Error Message None Possible Cause Limitation of the export function Recommended Action Do not include charts in reports that are exported in Microsoft Excel format Columns of data missing in report in MS Excel format Symptom Columns of data are missing in a report that has been exported in Microsoft Excel format Error Message None Possible Cause Limitation of the export function Recommended Action Make sure that the Extended version of Excel 7 0 is installed on the computer on which you perform the export procedure Records truncated in report in MS Excel format Symptom Some records are truncated in a report that has been exported in Microsoft Excel format Error Message None Possible Cause Limitation of Micr
93. ed Some resource selection criteria are missing Symptom When trying to configure a CSQ CRS Administration does not show all the resource selection criteria Error Message None Possible Cause The CSQ is resource group based A resource group based CSQ has Longest Available Most Handled Contact Shortest Average Handle Time Linear and Circular criteria A skills based CSQ has Longest Available Most Handled Contact Shortest Average Handle Time Most Skilled Least Skilled Most Skilled by weight Least Skilled by Weight Most Skilled by Order and Least Skilled by Order criteria Recommended Action You might want to use a skills based CSQ in order to use a specific resource selection criteria Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 _ Chapter 8 Troubleshooting Tips Cisco Unified CCX Problems W Unable to record an agent Symptom A supervisor is unable to record an agent s call Clicking on Record pops up a message dialog box Error Message Unable to record agent Possible Cause The recording count is set to 0 Recommended Action Go to CRS Administration Select System gt System Parameters and set the number of the recording count appropriately Sometimes the supervisor can monitor and record an agent and sometimes he cannot Symptom Sometimes the supervisor can monitor and record an agent and sometimes he cannot Error Message None Possible Cause Currently C
94. ed Communications Manager user Assign privileges to the Cisco Unified Communications Manager user who needs historical reporting privileges Log in to the Historical Reporting Client with the user name of the Cisco Unified Communications Manager user A dialog box with a message asking if you want to set the privileges for that user in CRS Administration appears Click Yes The Historical Reporting Privileges page appears Assign historical reporting privileges to the user The proper logLevel 3 is required amp Note The User Maintenance and Historical Users pages use the same underlying directory API Historical Reporting Client stops working attempt to log in again results in error messages Step 1 Step 2 Symptom Although no changes were made to the server or network the CRS Historical Reporting Client suddenly stops working When attempting to log in again the user receives a series of error messages Error Message A series of messages appear Possible Cause The client authentication request timed out Complete the following steps On the CRS Server check that your web server and servlet service is running On the client check you browser Internet options for the connection setting Make sure you are able to connect to the CRS Administration web page from the client machine Refresh the page to be sure it is not cached Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1
95. ed in Excel spreadsheet when exporting a report page 8 52 e Scheduler icon does not appear in Windows status bar page 8 52 e Error message appears indicating connection with database is broken page 8 53 Exported PDF report does not print in landscape orientation Symptom A report that has been exported in Portable Document Format PDF does not print in landscape orientation Error Message None Possible Cause Limitation of PDF viewer Recommended Action Print the document in portrait orientation User login missing in Windows XP after installing HR client Symptom No user login exists in Windows XP after installing the Historical Reports client Error Message None Possible Cause The Windows XP system hides the Administrator user icon when no other user account exists in the system Recommended Action Do one of the following e Restart the machine When you see the Windows XP login screen with the user icon turned on pressCtrl Alt Del twice and then choose the Administrator User ID e Create a new user account in the XP system other than Administrator Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips CRS Historical Reporting Problems W Client and Server security policies do not match Symptom The Cisco CRS Historical Reports client does not work on Windows 2000 Professional when the Cisco CRS Server is on the Windows 2003 operating system if the s
96. eshooting Guide Release 5 0 1 Preface Definitions of Service Request Severity To ensure that all service requests are reported in a standard format Cisco has established severity definitions Severity 1 S1 An existing network is down or there is a critical impact to your business operations You and Cisco will commit all necessary resources around the clock to resolve the situation Severity 2 S2 Operation of an existing network is severely degraded or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products You and Cisco will commit full time resources during normal business hours to resolve the situation Severity 3 S3 Operational performance of the network is impaired while most business operations remain functional You and Cisco will commit resources during normal business hours to restore service to satisfactory levels Severity 4 S4 You require information or assistance with Cisco product capabilities installation or configuration There is little or no effect on your business operations Obtaining Additional Publications and Information Information about Cisco products technologies and network solutions is available from various online and printed sources The Cisco Online Subscription Center is the website where you can sign up for a variety of Cisco e mail newsletters and other communications Create a profile and then select the subs
97. eshooting Guide Release 5 0 1 _ Chapter 8 Troubleshooting Tips Backup Restore and Update Problems W e Page Not Found message is displayed during Restore or Upgrade page 8 4 e Restore fails due to a file not being found page 8 5 e Restore failed for a one node system page 8 5 e Restore failed on a two node system that had run before the Restore page 8 6 e Restore failed on a two node system that was re imaged page 8 7 e Some RmCm configuration is missing after Upgrade page 8 8 Backup Restore and Upgrade cannot be started from a client desktop Symptom Backup Restore and Upgrade cannot be started from a client desktop Error Message Backup and Restore or Upgrade displays an exception or a Page Not Found message Possible Cause When an exception is displayed by Backup and Restore or Upgrade please check the logs in the c program files wfavvid log MCVD folder and search for the keyword backup_fail This will show the cause of the failure If the message is not understandable please contact TAC If the Page Not Found message is displayed please contact TAC since the CRS Node Manager service has restarted for some reason Recommended Action Start Backup and Restore or Upgrade from the CRS server desktop During Backup Restore or Upgrade an exception is seen in Ul Symptom During Backup Restore or Upgrade an exception is seen Error Message To see the error message open the C Program Files wfa
98. essage None Possible Cause The RM JTAPI user in Cisco Unified Communications Manager is not configured properly Recommended Action Complete the following steps From the CRS Administration web page choose Subsystems gt RmCm Click the RM JTAPI Provider hyperlink 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 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips WE Cisco Unified CCX Problems Step 1 Step 2 Check the RM JTAPI provider configuration and then stop and restart the CRS engine Check to be sure the workflow scripts CM aef and RM aef are present on the Script Management page on CRS Administration They are needed for the RmCm subsystem to be in service If either of these scripts are deleted missing or corrupted the RmCm subsystem will not go IN SERVICE To recover upload new copies of these scripts from C Program Files wfavvid scripts system default rmcm and restart the CRS Engine RmCm remains in Initializing state Symptom The RmCm subsystem remains in the Initializing stat
99. eters from their pages in CRS Administration Error Message ConfigException occurred Possible Cause This can happen if CRS Config Datastore service is OOS when SQL Services or MSDTC are not running Recommended Action Check in the control center that the Microsoft Distributed Transaction coordinator Microsoft SQL Agent services are running and the CRS Config Datastore is in INSERVICE If it is an HA setup ensure that both nodes have the above services up and running HR client login error Symptom HR client login error ErrorMessage An Error ocurred while attempting to communicate to Web Server Check your userid and pwd and try again NO_HISTORICAL REPORTING_CAPABILITY Possible Cause The userid is not assigned reporting capability in the CRS Administration User Management web page Recommended Action Please give reporting capability and priveleges to the userid in the User Management web page and relogin the HR client Cannot activate DB components on HA node Symptom Cannot activate DB components on HA node ErrorMessage Error related to DB Engine Version or DB Engine Edition mimatch during activation of DB components Possible Cause HA requires both the nodes to have SQL 2K installed and the SQL 2k should be of same version on both nodes Recommended Action Ensure both nodes have the same version of SQL 2K installed CRS Databases are not purged as expected Symptom The CRS databases are not aut
100. etting Trace Level Options Step 1 Step 2 Step 3 Step 4 Step 5 To set trace level options follow these steps From the Cisco CRS Administration menu choose System gt Tracing The Trace Configuration web page appears Under a specific CRS Component choose Trace File Configuration from the navigation bar Check or uncheck the desired boxes in the Active trace level option list and in the Inactive trace level option list Click Update If you made any changes in the Inactive trace level option list stop and restart the Cisco CRS Engine to reflect your changes in the trace file Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace W Viewing and Interpreting the Trace Files Viewing and Interpreting the Trace Files The Cisco CRS server stores the trace files in the Log directory under the directory in which you installed the Cisco CRS component From the Cisco CRS Administration menu you can view a list of all trace files and display the contents of any trace file Displaying a Trace File To display a CRS component trace file follow these steps Step 1 From the Cisco CRS Administration menu choose System gt Tracing The Trace Configuration web page appears Step2 Select and expand a component from the navigation bar and select Trace Configuration A list of subfacility categories appears Step3 Expand the category of subfacility select the levels of de
101. file is a log file that records activity from the Cisco CRS components Trace files let you obtain specific detailed information about the system that can help you troubleshoot problems The Cisco CRS system can generate trace information for every component subfacility This information is stored in a trace file To help you control the size of an trace file you specify the component and subfacilities for which you want to collect information and the level of information that you want to collect The Cisco CRS system also generates information about all threads that are running on the system This information is stored in the thread dump trace file and is useful for troubleshooting Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace E The Component Trace File The Component Trace File You can create a trace file for any of the following Cisco CRS components e Cisco CRS Engine e Cisco CRS Administration e Cisco CRS Editor e Cisco CRS Node Manager e Cisco CRS SQL Server The component trace file contains information about each of the component s subfacilities To set up this trace file you perform the following general procedures e Configuring the Component Trace File page 4 2 e Trace Level Options page 4 3 For information about reading the trace file see the Viewing and Interpreting the Trace Files page 4 8 Configuring the Component Trace File By default the Cis
102. from the CRS Administration Control Center Error Message PARTIAL SERVICE on the CRS Administration Control Center web page under a specific server link Possible Cause At least one service is not IN SERVICE Recommended Action From the CRS Administration Control Center web page complete the following steps If a service is not IN_SERVICE go to the log of that service to find the reason If a service is marked Invalid refer to the tip Service constantly shows Invalid CRS does not accept call or function properly Symptom The Cisco CRS system does not accept a call or function properly Error Message From the CRS Administration Control Center under a specific server link there is neither CRS Engine nor CRS SQL Server Config Historical Repository Agent Possible Cause One possible cause could be that the component is not activated Recommended Action Go to the CRS Administration web page to activate the appropriate component Service Master Slave status is not shown on CRS Administration Control Center Symptom There is no Master or Slave status for a service on the CRS Administration Control Center web page Error Message There is no Master or Slave icon next to a service Possible Cause The problem could be caused by one of the following e The service is not started e A dependent service is not started For example the Cisco Desktop Service does not show Master Slave status unless the CRS Engine is running a
103. ful branch 8 38 Calling party and CRS do not have common codec 8 38 Prompts with incorrect codec being played out 8 38 Prompt Exception in CRS Engine log file 8 39 CRS Engine does not start 8 39 Application subsystem in partial service and application running for an unexpectedly longtime 8 39 CRS Server and Active Directory integration results in some services being unregistered 8 40 CRS Real Time Reporting Problems 8 40 Attempting to run a real time report causes an error 8 40 After installing JRE the user receives a message from real time reporting saying to install JRE 8 41 CRS Historical Reporting Problems 8 41 Exported PDF report does not print in landscape orientation 8 42 User login missing in Windows XP after installing HR client 8 42 Client and Server security policies do not match 8 43 Charts do not appear properly in MS Excel format 8 43 Columns of data missing in report in MS Excel format 8 43 Records truncated in report in MS Excel format 8 43 Agent names overwritten on charts 8 44 RTF Report containing charts has tabular report headings 8 44 Scheduler icon does not appear on Terminal Services client 8 44 Reports do not execute at scheduled times 8 44 Search dialog box and Preview tab appear in English on Windows system with locale set to German 8 45 Dialog box does not appear as expected when report is exported 8 45 Error when choosing an option from the Historical Reporting web page 8 45 Truncated report descript
104. g dialed Error Message None Possible Cause The Outbound subsystem service could be down the campaign not enabled the compaign does not have the correct start and end times the customer dialing time range is incorrect inbound calls are taking precidence and or contacts might not have been imported for the campaign Recommended Action Make sure that e Agents are available in the CSQ s assigned to the campaign e The Outbound System Service is in service If you have a two node cluster then ensure that Config Data Store is running on both nodes e The campaign is enabled e The campaign has correct start and end times e The customer dialing time range is correct e Non Cisco IP Phone Agent non IPPA agents are available Inbound calls take precedence e Contacts have been imported for the campaigns Outbound call volume is low Symptom The number of Outbound calls is low Error Message None Possible Cause The CSQ percentage allocation for Outbound calls on the General Configuration web page is low Recommended Action Check the CSQ percentage allocation on the General Configuration web page and increase it if necessary Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips E Text to Speech TTS Problems Outbound System Service is not in service Symptom The Outbound System Service is not in service Error Message None Possible Cause The Out
105. ging activities Error Message None Possible Cause The Email subsystem is not configured or e mail notification is not set up properly in CRS Administration Complete the following steps Step 1 From the CRS Administration web page choose Subsystems gt eMail and make sure that correct information is entered in the Mail Server and eMail Address fields Step2 From the CRS Administration web page choose Tools gt Historical Reporting and click the Purge Schedule Configuration hyperlink Step3 If multiple e mail addresses are specified in the Send Email Notifications To field make sure that each address is separated with a semicolon comma or space Step4 Make sure that the Send Email Notifications To field contains no more than 255 characters Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HZ CRS Editor Problems Syslog or SNMP trap notification of database purging activities is not sent Symptom The CRS system does not send Syslog notification or SNMP trap notification of purging activities Error Message None Possible Cause The Cisco CRS Alarm Service is not running Syslog is not configured or SNMP service is not configured Complete the following steps Step 1 Make sure that the Cisco CRS Alarm Service is running Step2 Make sure that Syslog is properly configured Step3 Make sure that SNMP service is properly configured on th
106. he CISCO CDP MIB provides information about device identifications CDP running status CDP transmitting frequency and the time for the receiving device to hold CDP messages time to live This MIB stores information in a table called cdpGlobalInfo For more information about the CISCO CDP MIB refer to this URL ftp ftp cisco com pub mibs v2 CISCO CDP MIB my SNMP Traps You can set up SNMP traps to automatically notify you of high severity messages and errors that come from the Cisco CRS Engine An SNMP agent can send traps that identify these important system events Traps can also come from the Alarm Service The Alarm Service forwards messages to the SNMP trap subagent which sends the messages to the SNMP trap receiver in the proper format SNMP Trap Messages Table 2 1 shows the Cisco CRS SNMP trap messages that are sent to an NMS specified as a trap receiver These trap messages can be sent for each subsystem shown in SYSAPPL MIB page 2 2 Table 2 1 SNMP Trap Message Descriptions Message Description cvaProcessStart A Windows process associated with the Cisco CRS server started The processId parameter specifies the Windows process ID cvaProcessStop A Windows process associated with the Cisco CRS server stopped or aborted The processId parameter specifies the Windows process ID cvaModuleStart A subsystem started successfully and became in service The trap includes the severity level and the module name cvaMod
107. heduler icon does not appear in Windows status bar 8 52 Scheduler icon does not appear on Terminal Services client 8 44 Search dialog box and Preview tab appear in English on Windows system with locale set to German 8 45 Some information system 8 47 The Historical Reporting client computer cannot connect to the CRS server 8 47 The SQL Command Failed dialog box appears when you try to generate a historical report 8 46 Truncated report description in Historical Reports client 8 46 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E W index User login missing in Windows XP after installing HR client 8 42 Internationalization problems Language specified is not accepted or played 8 69 Results not as expected for first name and last name in Chinese Japanese and Korean 8 68 IPCC Express problems Agent or CSQ does not appear in Cisco Agent Desktop 8 12 Agents Supervisors or Teams are out of synch 8 12 RM CM remains in Initializing state 8 12 RM CM subsystem remains INITIALIZING 8 11 L Log Collection Tool 4 11 log files CAD installation logs 4 11 collecting into a zip file 4 11 path locations 4 9 Media Resource Control Protocol MRCP 8 53 O Outbound problems 8 56 Agent does skp or skip close but does not stay reserved 8 57 Agent is not getting callbacks 8 57 Agent is ready but does not get an Outbound call for up to Two minutes 8 57 Error
108. hooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips WE Cisco Unified CCX Problems A media step causes a Could not create PlayPromptDialog Object exception Symptom Any media step except SendDigitString causes the following exception in the CRS trace files Error Message Could not create PlayPromptDialog Object Exception com cisco channel ChannelUnsupportedException com cisco dialog PlayPromptDialog is not supported Possible Cause A Primary Dialog Group was not specified when a trigger was defined Recommended Action After you add an application in the CRS Application Configuration web page you must define a trigger When you define a trigger for the application you must define both a Call Control Group and a Primary Dialog Group in the JTAPI Trigger Configuration window Unable to make any Unified CCX configuration changes Symptom When trying to save Unified CCX configuration changes CRS Administration shows an error message Error Message There was an error reading updating the database Please contact your administrator Possible Cause All CRS SQL Server Config services need to be IN SERVICE in order to make Unified CCX configuration changes If one or more services are down no Unified CCX configuration update is allowed Recommended Action Check the state of all CRS SQL Server Config services in the cluster If a service is stopped start it Make sure the CRS Config Datastore component is activat
109. ility the change will take effect when the subfacility becomes active Warning Level 7 traces are debug only and do not reflect a system issue Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace W Trace Level Options All applications that use the CRS Trace library use a Syslog Facility Code Table 4 2 lists the Facilities and Descriptions for the Trace Files Table 4 2 Trace File Facilities Facility Code Description MIVR Workflow Application Framework MCVD Cluster Framework MADM CRS Administration page MEDT Editor Table 4 3 describes the Trace file subfacilities Table 4 3 Trace File Subfacilities Subfacility Code Description AC_CLUSTER Archive Cluster Component AC_CONFIG Archive Configuration Component AC_DATABASE Archive Database Component AC_JTAPI JTAPI Archive Component AC_OS Archive Operating System Component AC_SPANLINK CAD CSD Archive Component ADM Administration Client ADM_CFG Administration Configuration APP_MGR Applications Manager ARCHIVE_MGR Archive Manager AW_CFG Restore Administration Configuration BARBI CLI Backup and Restore Client Interface BOOTSTRAP_MGR CRS Bootstrap Manager CFG_MGR Configuration Manager CHANNEL_MGR Channel Manager CLUSTER_MGR Cluster Manager CONTACT_MGR Contac
110. in use Possible Cause Another process is using the port that the CRS Engine is attempting to use From the CRS Administration web page complete the following steps Step1 Choose System gt System Parameters Step2 Enter a different port in the RMI Port Number field Step3 Stop and then restart the CRS Engine Step 4 If CRS Engine is shown Invalid from CRS Administration see the troubleshooting tip Service constantly shows Invalid Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips CRS Engine Problems W Attempting to start the Cisco CRS Node Manager service causes an error 1067 Symptom You attempt to start the Cisco CRS Node Manager service in the Windows Services window and the following message appears Error Message Could not start the Cisco CRS Node Manager service on local computer Error 1067 The process terminated unexpectedly Possible Cause There is an internal error in the Cisco CRS Node Manager Recommended Action Refer to Cisco Customer Response Solutions Administration Guide or the Administration online help for information about properly setting up the CRS Node Manager service Attempting to start the Cisco CRS Node Manager service causes an error 1069 Step 1 Step 2 Step 3 Step 4 Symptom You attempt to start the Cisco CRS Node Manager service in the Windows Services window and the following message appears ErrorMessage Cou
111. ion appears in the Cisco CRS Engine log file Error Message The exception contains the words open port failed Possible Cause This error is generally caused when the Cisco CRS Engine is incorrectly shut down for example from the Windows Task Manager while there are RTP ports in use Recommended Action If this prompt exception appears reboot your Cisco CRS Server To prevent this problem stop the Cisco CRS Engine Choose System gt Engine from the CRS Administration menu bar and then click Stop Engine Alternatively you can use the Windows services console to stop the Cisco CRS Engine CRS Engine does not start Step 1 Step 2 Step 3 Symptom The Cisco CRS Engine does not start and the trace file contains the following message Error Message Port already in use Possible Cause If another process is using the Cisco CRS Engine default port 1099 the CRS Engine will not start From the CRS Administration web page complete the following steps ChooseSystem gt System Parameters Enter a different port in the RMI Port Number field Stop and then restart the CRS Engine Application subsystem in partial service and application running for an unexpectedly long time Symptom The Application subsystem is in partial service and the Application Tasks real time report shows an application running for an unexpectedly long time Error Message None Possible Cause If an application does not receive a disconnect signal after a call and the a
112. ion in Historical Reports client 8 46 Scheduled Historical Reports do not run 8 46 The SOL Command Failed dialog box appears when you try to generate a historical report 8 46 Some information appears in English on a German system 8 47 Contents W The Historical Reports client computer cannot connect to the CRS server 8 47 A Database Connection Error 5051 error appears 8 47 Export file name does not appear in Export dialog box 8 48 Cannot point to local applications from the Database Server Configuration page 8 48 Attempt to log in to the CRS Server from the Historical Reporting client fails and an error message is returned 8 49 Only three report templates available for Unified CCX Standard 8 49 Discrepancy in number of ACD calls shown on custom reports 8 50 Priority Summary Activity Report chart prints only partly in color 8 50 Scheduled Historical Reports do not run and message appears in CiscoSch log file 8 50 Historical Reporting Client window shows nothing in user drop down menu 8 51 Historical Reporting Client stops working attempt to log in again results in error messages 8 51 Scheduler DOS exception error received when running a custom report 8 52 Columns displaced in Excel spreadsheet when exporting a report 8 52 Scheduler icon does not appear in Windows status bar 8 52 Error message appears indicating connection with database is broken 8 53 Automatic Speech Recognition ASR Problems 8 53 Names are not recognized 8 53 Recogni
113. ion only with systems in the same community e Valid sources for SNMP requests e Read write privileges Whether systems can only read SNMP information or can read and write information For additional information about SNMP security refer to your Microsoft Windows documentation To configure the SNMP trap sender see these sections e Setting the SNMP Trap Receiver page 2 7 e Setting the SNMP Community Names page 2 8 Setting the SNMP Trap Receiver Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 The trap receiver is the network management system NMS that receives the SNMP traps This NMS must have the same SNMP community string as the trap sender The Cisco CRS system sends traps that can be received by CiscoWorks and by standard third party NMSs To set the SNMP trap receiver follow these steps From the Windows desktop choose Start gt Settings gt Control Panel Double click Administrative Tools Double click Services The Services window appears Right click SNMP Services and choose Properties Click the Traps tab In the Community name field enter the community name to which this computer will send trap messages Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter2 Simple Network Management Protocol Support W Setting up SNMP Traps Step 7 Step 8 Step 9 Step 10 Step 11 Step 12 You must configure at least one community string or SNMP will not re
114. ist Tools gt Network VRU Script List and temporarily increase the value in the Timeout field for the script CRS Engine Problems This section contains the following troubleshooting tips on CRS Engine problems Agent cannot go Ready after logging in page 8 30 Voice Browser step throws an exception page 8 30 CRS Engine does not start and an RMI port in use error appears page 8 30 Attempting to start the Cisco CRS Node Manager service causes an error 1067 page 8 31 Attempting to start the Cisco CRS Node Manager service causes an error 1069 page 8 31 Application subsystem is in partial service page 8 31 CRS Engine is running but calls are not answered page 8 32 Changing the time on CRS machines results in agents getting logged off page 8 32 An error message plays when calling a CTI route point page 8 33 Changes to applications do not register page 8 33 Call drops during transfer over gateway page 8 34 H 323 client DTMF digits not detected page 8 34 Redirected call is disconnected page 8 34 The CRS server runs out of disk space page 8 35 CRS Server runs at 100 capacity or is very slow page 8 35 Database Subsystem goes into partial service page 8 36 JTAPI subsystem is in partial service page 8 37 Unable to connect to JTAPI provider page 8 37 The Simple Recognition step takes the unsuccessful branch page 8 38 Calling party and CRS do not have common codec page 8 38 Prompts with incorrect codec being played out page
115. ite privileges for the community choose READ WRITE from the Community Rights drop down list On the SNMP Service Configuration dialog box click Add Repeat Step 6 through Step 9 as needed to add other community names If you want to allow only specific NMS hosts to query the SNMP subagent follow these steps a Click the Accept SNMP packets from these hosts radio button b In the Accept SNMP packets from these hosts pane click Add c Inthe SNMP Service Configuration dialog box enter the IP address or the host name of the host that is allowed to query the SNMP subagent d In the SNMP Service Configuration dialog box click Add e Repeat Steps a through d as needed mer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Cisco Custo Chapter2 Simple Network Management Protocol Support Setting up SNMP Traps W Step12 Click OK to apply your changes and exit the SNMP Service Properties window Starting Stopping and Confirming the SNMP Service In general the SNMP Service will always be running To confirm that the SNMP Service is running and to restart it or stop it if necessary follow these steps Step1 From the Windows desktop chooseStart gt Settings gt Control Panel Step2 Double click Administrative Tools Step3 Double click Services The Services window appears Step4 Look at the Status field in the SNMP Service row If this field displays Started the SNMP Service is running If
116. ity Tool the data on all other nodes is not updated Error Message None Possible Cause The Serviceability Tool only operates on one node at a time Recommended Action To change data on more than one node by using the Serviceability Tool you must operate on them each separately with the Serviceability Tool for the update to happen across a cluster of nodes Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HZ CRS Internationalization Problems Virus Scan software slows Call Completion Rate Symptom When the CRS system is under load the system updates and writes to the log files more often Therefore Virus Scan software works more often This can affect system performance Error Message None Possible Cause Changes or updates to log files trigger the Virus Scan software to read the files Recommended Action In order to improve the Call Completion Rate of the system running under high load the virus scan software excludes some of the directories for performance reasons Exclude the following directories e C Program Files wfavvid log e C Program Files Cisco Desktop log e C Program Files Cisco Desktop_Audio e C Program Files Microsoft SOL Server WMSSQL CRSSQL CRS Internationalization Problems This section contains the following troubleshooting tips on internationalization problems e Results not as expected for first name and last name in Chinese J
117. kDuration longestWaitDuration and oldestContact database table fields in the RtCSQsSummary and the RtICDStatistics database tables store date in milliseconds If you want to include information described by these fields on your wallboard use the following fields which store the same information but use the HH MM SS format e Instead of avgTalkDuration use convAvgTalkDuration e Instead of avgWaitDuration use convAvgWaitDuration e Instead of longestTalkDuration use convLongestTalkDuration e Instead of longestWaitDuration use convLongestWaitDuration e Instead of oldestContact use convOldestContact Management pages display error message when selected Symptom The Prompt Management Grammar Management or Document Management pages show an error message when selected Error Message com cisco file FileException Unable to list files Repository Data Store not initialized Possible Cause This error occurs when there is no master selected for the Repository Datastore component This can happen due to one of the following reasons e Repository Datastore component is not activated at all in the cluster e Repository Datastore component activated node is not up or SQL Services are not running on this node e In the case of high availability the Repository Datastore component is activated but the Publisher activation has not yet completed from the Datacontrol Center page of CRS Administration Recommended Action To resolve the problem
118. larm Service error logs AlarmTracen log where n indicates the log number For example AlarmTrace11 log is the eleventh log By default the error logs are in the following folder C Program Files Cisco AlarmService AlarmServiceLog On the trap receiver the NMS system make sure that the same community names are defined in the SNMP Service properties as you used in step 4 Make sure traps are enabled by verifying that the cvaNotificationEnable table is set to true in the ciscoVoiceAppsMIB ges not received by receiver Symptom Your Network Management System NMS does not receive Syslog messages Error Message None Possible Cause There is a misconfiguration in the service properties For more information refer to the Syslog Support section in Part I Serviceability Recommended Action Perform the following actions on the CRS server Choose Start gt Settings gt Control Panel gt Administrative Tools gt Services and verify that the Cisco CRS alarm Service is running Verify that the Cisco CRS Alarm Service is receiving messages Open the AlarmService ini file and verify that the correct port number is listed The default port is 1444 Open the Alarm Service error logs AlarmTracen log where n indicates the log number For example AlarmTrace11 log is the eleventh log Verify the settings on the Syslog receiver the NMS system Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 6
119. ld not start the Cisco CRS Node Manager service on local computer Error 1069 The service did not start due to a logon failure Possible Cause When you install Cisco Unified Communications Manager or Cisco CRS the Windows 2003 administrator password that you enter overwrites the existing Windows 2003 administrator password Also if you enter a password that includes spaces it may not be recorded properly Perform the following steps to change the password for the CRS Node Manager service On the CRS Server choose Start gt Settings gt Control Panel gt Administrative Tools gt Services Double click Cisco CRS Node Manager Choose the Log On tab Enter and confirm the Windows 2003 administrator password and click Apply Do not include spaces in the password Application subsystem is in partial service Step 1 Step 2 Symptom The Engine Status area in the Engine web page shows that the Application subsystem is in partial service Error Message None Possible Cause Some applications are invalid Performs these actions Refer to the CRS trace files to identify the invalid application Validate the corresponding script using the CRS Editor Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HZ CRS Engine Problems CRS Engine is running but calls are not answered Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Symptom The CRS Engine
120. le follow these steps From the Cisco CRS Administration menu choose System gt Control Center The Control Center web page appears Click Servers and choose the server hostname from the navigation bar if it is not the selected server Click Server Traces at the top and choose the component for which you want to enable the thread dump Click Dump Threads Trace Displaying the Thread Dump Trace File Step 1 Step 2 Step 3 Step 4 Step 5 To display the thread dump trace file follow these steps From the Cisco CRS Administration menu choose System gt Control Center The Control Center web page appears Click Servers and choose the server hostname from the navigation bar if it is not the selected server Click Server Traces at the top and choose the component for which you want to enable the thread dump Click Dump Threads Trace In the File Name column click JVM log The trace file appears in a separate window The CRS Log Files The CRS log files can help you troubleshoot problems Table 4 4 provides information about the log files for the various CRS components and points you to the log file path locations Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace E The CRS Log Files Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace The C
121. llation process Based on catalogs the Cisco CRS Alarm Service forwards the alarms that it receives to one or more of the following destinations e Syslog Server Forwards alarms as standard Syslog format messages to CiscoWorks or any third party Syslog server For related information see CiscoWorks Support page 1 2 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter3 Alarm Service W Cisco CRS Alarm Service e SNMP Trap Subagent Processes alarms and sends them as traps to a configured trap receiver such as the Voice Health Monitor VHM in CiscoWorks For more information see CiscoWorks Support page 1 2 and SNMP Traps page 2 6 e Windows Event Log Sends alarms that can be viewed with the Windows Event Viewer For more information see Viewing Alarm Messages Sent to a Windows Event Log page 3 5 You can specify the severity level of the alarm that the Cisco CRS Alarm Service sends to a Syslog server Alarm severity levels are described in the following table For more information see Configuring the Alarm Service page 3 3 Table 3 1 Alarm Severity Levels Severity Level Name Explanation 0 EMERGENCY_ALARM System emergency 1 ALERT_ALARM Situation where the application will continue to run but not all functions are available 2 CRITICAL_ALARM Critical failure that prevents the application from accomplishing a task 3 ERROR_ALARM Critical failure
122. log server to analyze these messages For analyzing Syslog messages the Cisco CRS system integrates with CiscoWorks Resource Management Essentials RME The RME Cisco Syslog Analyzer controls and displays all event messages so that they can easily be read interpreted filtered and used for system maintenance and troubleshooting In the Syslog Analyzer these reports are available under WorkFlow Report You can also adapt Syslog output from the Cisco CRS system for use with other network management systems that have standard Syslog receiving capability For information about configuring a Syslog server see Configuring the Alarm Service page 3 3 For more information about CiscoWorks refer to the documentation available at this URL http www cisco com en US products sw cscowork ps3996 tsd_products_support_series_home html Remote Serviceability Many of the serviceability tools can be used by a Cisco Service Engineer CSE to assist you with the management and administration of your Cisco CRS system These tools allow CSEs to remotely gather system and debugging information if you require help with troubleshooting or system diagnostics With your permission CSEs can log on to a Cisco CRS server and obtain a desktop or shell that allows them to perform any function that could be performed locally Tools that assist with remote serviceability include e CiscoWorks Provides remote management capabilities for the Cisco CRS system and Cis
123. lt speak gt This can be provided in a file or can be specified in a TTS text expression in a Workflow step When using the Expression Editor in the Workflow Editor certain characters must be escaped in order to be evaluated properly Enter the same text as follows when specified explicitly in a text expression for TTS u lt xml version 1 0 encoding ISO 8859 1 gt lt speak gt Buonas tardes Le estoy hablando en espafiol lt speak gt Recommended Action Note the use of theu lt text string gt syntax That allows the use of the escape character within the string to escape the quote characters You do not need to escape the non UTF 8 characters such as thef A wav file prompt playback is garbled when played by a TTS server amp Symptom A wav file prompt playback is garbled when played out by a TTS server Note Prompts specified in VXML scripts or prompts created using the workflow CreateTTSPromptStep are played out using TTS Such prompts can mix text with audio files Cisco CRS supports wave file formats with RIFF headers For details on where prompts are played out see the Cisco CRS Administration Guide Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips W Serviceability Problems Error Message None Possible Cause Nuance TTS may be configured as the system default TTS provider in which case the wave file prompt i
124. m The CRS Admin Utility fails due to data corruption Symptom The CRS Administration Utility fails due to data corruption Error Message None Possible Cause The CRS Admin Utility fails when there is data corruption in the bootstrap data store Any process running on the node on which the Admin Utility is running and that has access to the bootstrap data store can cause data corruption For example the Admin Utility the CRS engine CONFINGAPI and so on many cause data corruption Recommended Action When the Admin Utility fails on one node due to data corruption try to run it from another bootstrap server node If the Admin Utility fails agin contact TAC Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips CRS Database Problems W The CRS Admin Utility will not run on a none bootstrap node Symptom The CRS Admin Utility will not run on a none bootstrap node Error Message Local system is not a Bootstrap Server Node Please run CRS Admin Utility on a Bootstrap Server Node Possible Cause An attempt was made to run the CRS Admin Utility on a none bootstrap server node ON CRS 5 0 2 node systems both nodes are bootstrap servers A none bootstrap server will be a DB node or a VOP node Recommended Action You must run the CRS Admin Utility on a bootstrap server node Only the bootstrap server has the required bootstrap data storage installed The CRS Admi
125. me RmCm configuration that is resource skills group CSQ configuration and so on Error Message None Possible Cause This can happen when an Upgrade was initially triggered but failed due to the CRS Node Manager restarting in the middle of the Restore During the successful attempt for Restore the CRS 4 5 user profile name has already been changed to a long integer by the 1st attempt to Restore Recommended Action To reset the profileID 1 for the default profilename do the following Open the SQL query analyzer and type the following a Run SELECT FROM db_cra dbo profile DMapping You should see 2 records one from 4 5 and the default for 5 0 Note the CRS4 5_profilename which is NOT the default You will need this b Run DELETE FROM db_cra dbo profile DMapping where profileName CRS4 5_profilename Make sure you see 1 row affected in the result window after executing the preceding command c Run UPDATE db_cra dbo profile DMapping SET profileID 1 Make sure you see 1 row affected after executing the preceding command SELECT FROM db_cra dbo profile DMapping You should get only one record with profilename default and profile ID 1 CME Telephony subsystem problems This section contains the following troubleshooting tips on CME Telephony problems e A functional routing point stopped working or the CME Telephony subsystem is in partial service page 8 8 A functional routing point stopped working or the CME Telephony s
126. mes 2 8 setting the trap receiver 2 7 setting up traps 2 7 starting stopping and confirming the service 2 9 trap messages 2 6 traps 2 6 Support Tools 6 1 accessing 6 1 documentation 6 1 Node Agent Service 6 1 Server 6 1 SYSAPPL MIB 2 2 T trace files 4 1 configuration 4 2 displaying 4 8 displaying thread dump file 4 9 facilities 4 4 interpreting 4 8 level options 4 3 setting trace level options 4 7 subfacilities 4 4 thread dump 4 8 viewing and interpreting 4 8 writing to thread dump file 4 9 Troubleshooting Il 1 general steps 7 1 tips 8 1 TTS problems 8 60 A TTS prompt is not recognizable 8 62 A TTS prompt will not play 8 61 Changes do not take effect 8 64 Long TTS prompts consume significant memory on CRS Server 8 62 MRCP TTS subsystem is out of service 8 62 Index W Non UTF 8 characters needed for some languages 8 63 Provider becomes IN_SERVICE immediately 8 61 Wave file prompt playback is garbled 8 63 Unified CCX Call Statistics Recording and Monitoring Server support 1 4 Unified CCX problems Agent does not go to Work state after handling a call 8 13 Agents do not appear in Resources are in Unified CCX Configuration web page 8 13 Agents do not show in CSQ 8 16 Caller gets dropped when an attempt is made to recall a Unified CCX agent s extension after the agent previously parked the call 8 16 Calls are not routed to agents 8 15 Calls to IPCC Express route points are disconnected
127. message Symptom The user gets a warning message when uploading license files using CRS Administration Error Message The license file lt filename gt if uploaded will change the package from lt existing license package gt to lt new license package gt Please click OK to continue or CANCEL to abort Possible Cause This warning is only displayed if a user tries to upload licenses which change the existing license package of the CRS cluster to a different package Recommended Action The user needs to determine if he or she really wants to change the license package as described in the warning message If yes clicking OK will change the package If it was a user error clicking CANCEL will keep the license package unchanged User cannot log in to the CRS web page Symptom A user cannot log in to the Cisco CRS web pages after the CRS Administration times out Error Message None Possible Cause If you perform no activity for 30 minutes the CRS system automatically logs you out Recommended Action Log in again to continue Refreshing subflow script does not update parent scripts Symptom Refreshing a subflow script does not update its parent scripts Error Message None Possible Cause If a script is referenced in other scripts refreshing a subflow script does not update its parent scripts Recommended Action Manually refresh all parent scripts Unified Communications Manager users display in random order Symptom On the CRS User
128. mmended Action If you are using long text files make sure to provision your system appropriately E Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Text to Speech TTS Problems W Non UTF 8 characters needed for some languages Symptom When using TTS for some languages such as French or Spanish characters are needed that are not in the UTF 8 character set For example or if not handled correctly will cause the TTS server to generate an error message and the prompt will not be heard Error Message None Possible Cause By default most TTS engines expect to receive characters only in the UTF 8 character set which are generally only those characters that are in the ASCII character set Some characters in languages like French or Spanish do not belong to that set such as or When such characters are required the script writer must specify the appropriate encoding explicitly For most languages use the ISO 8859 1 encoding unless otherwise specified TTS vendors document the different ISO encodings required by their TTS engines for different languages Recommended Action In order to specify such encoding you must use SSML markup therefore you cannot use plain text The following example shows how character coding can be specified lt xml version 1 0 encoding ISO 8859 1 gt lt speak gt Buonas tardes Le estoy hablando en espafiol
129. ms Step 2 Step 3 Step 4 Create a DSN to the db_cra database on the CRS server to which the client computer is attempting to connect Make sure the client computer and the CRS server have the same Administrator password While pointing the ODBC data source to the CRS server use lt crsServerNameOrIP gt CRSSQLwhere crsServerNameOrIP is the named instance For example if your CRS server name is CiscoCRSserver1 in the Server input box type CiscoCRSserverI CRSSQL CRS uses NT authentication so choose the Windows NT authentication radio button If the DSN cannot be created verify that network connectivity exists between the CRS Historical Reports client computer and the CRS server If you are able to connect successfully using the DSN update the hrcConfig ini file on the client computer with the appropriate network library Export file name does not appear in Export dialog box Symptom A default export file name does not appear in the Export dialog box Error Message None Possible Cause If you click the Export Report tool in the Report Viewer on a Cisco CRS Historical Reports client computer on which the language is set to Simplified Chinese the Export dialog box will not contain a default export file name Recommended Action The name of the report is shown on the header of the report in the Report Viewer In the Export dialog box specify a name for the exported report using the report name for example you can name your PDF repor
130. ms 8 53 Atlernate pronunciations and nicknames are not recognized 8 54 Calling a route point with an MRCP ASR Dialog Group results in default treatment 8 56 Changes do not take effect 8 55 MRCP ASR subsystem is out of service 8 55 Names are not recognized 8 53 Recognition never times out 8 54 Reduced call completion rate under heavy load while using an MRCP ASR Group 8 54 attempt to log in again results in error messages 8 51 Backup Restore and Update problems 8 2 Backup Restore and Upgrade cannot be started from a client desktop 8 3 Backup failed for a one or two node system 8 4 INDEX CRS 4 5 profioe name is missing 8 4 During Backup Restore or Upgrade an exception is seen in UI 8 3 Page Not Found message is displayed 8 4 Restore failed for a one node system 8 5 Restore failed on a two node system that had run before the Restore 8 6 Restore failed on a two node system that was re imaged 8 7 Some RmCm configurtion is missing after Upgrade 8 8 c CDP accessing CDP Driver Control 5 2 default settings 5 4 enabling the protocol driver 5 3 installing the protocol driver 5 2 locating files 5 4 starting the protocol driver 5 2 updating IP address of driver 5 3 using the driver 5 2 viewing driver properties 5 3 CISCO CDP MIB_ 2 6 Cisco Discovery Protocol see CDP 5 1 CISCO VOICE APPS MIB 2 6 CiscoWorks support 1 2 Campus Manager 1 2 IP Telephony Monitor 1 2 Resource Management Essentials 1 2
131. n Utility will not run since the Node Manager hung Symptom The CRS Admin Utility will not run since the Node Manager hung Error Message Failed to shut down remote bootstrap server Node Manager on lt server_name gt Please shut it down manually and try again Possible Cause Anything running on the system could potentially hang the Node Manger and make it fail to shutdown smoothy or the window could not bring the node manager down Recommended Action Manually shut down the Node Manager from the window service or reboot the system or first power down the system and then reboot it CRS Database Problems This section contains the following troubleshooting tips on CRS Database problems e Cannot configure Application or System parameters from their pages in CRS Administration page 8 26 e HR client login error page 8 26 e Cannot activate DB components on HA node page 8 26 e CRS Databases are not purged as expected page 8 26 e Historical Database db_cra is full page 8 27 e E mail notification of database purging activities is not sent page 8 27 e Syslog or SNMP trap notification of database purging activities is not sent page 8 28 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ CRS Database Problems Cannot configure Application or System parameters from their pages in CRS Administration Symptom Cannot configure Application or System param
132. n in Historical Reports client page 8 46 Scheduled Historical Reports do not run page 8 46 The SQL Command Failed dialog box appears when you try to generate a historical report page 8 46 Some information appears in English on a German system page 8 47 The Historical Reports client computer cannot connect to the CRS server page 8 47 A Database Connection Error 5051 error appears page 8 47 Export file name does not appear in Export dialog box page 8 48 Cannot point to local applications from the Database Server Configuration page page 8 48 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ CRS Historical Reporting Problems e Attempt to log in to the CRS Server from the Historical Reporting client fails and an error message is returned page 8 49 e Only three report templates available for Unified CCX Standard page 8 49 e Discrepancy in number of ACD calls shown on custom reports page 8 50 e Priority Summary Activity Report chart prints only partly in color page 8 50 e Scheduled Historical Reports do not run and message appears in CiscoSch log file page 8 50 e Historical Reporting Client window shows nothing in user drop down menu page 8 51 e Historical Reporting Client stops working attempt to log in again results in error messages page 8 51 e Scheduler DOS exception error received when running a custom report page 8 52 e Columns displac
133. nd Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips CRS Engine Problems W The CRS server runs out of disk space Step 1 Step 2 amp Possible symptoms are e An out of memory error occurs on the CRS server e Accessing purging or synchronization pages on the Administration UI returns an error e Running historical reports returns SQL error 5048 Error Message SQL error 5048 Possible Cause The CRS database log files the tempdb database or the tempdb log files have grown large Recommended Action There are two possible actions you can take To manually shrink a CRS database log file open a command window on the CRS server and type the following commands osql Usa Ppassword ddb_cra where password is the password for the sa log in to the CRS database USE database_name where database_name is db_cra GO DBCC SHRINKFILE database_name_log mdf where database_name is db_cra GO Alternatively you can shrink the log files by running the batch file ruanTruncateHistDBLogs bat installed under the wfavvid directory Depending on the arguments it shrinks the log files of db_cra or tempdb Examples e Truncate the log files for db_cra to 10MB e runTruncatedHistDBLogs sa sa_password db_cra_all 10 e Truncate the tempdb transaction log e runTruncateHistDBLogs sa sa_password tempdb Additional information can be found about truncating logs in the Managing Hi
134. nd the Cisco SQL Server Config Historical Repository Agent does not show Master Slave status unless the Microsoft Distributed Transaction Coordinator or the Microsoft SQL Agent is running Recommended Action Start the dependent service Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HZ VoiP Monitor Problems Cluster time synch fails Symptom The cluster time on the CRS machines on the same cluster is not synchronized with the Unified Communications Manager Error Message The Network Time Protocol Service on the CRS machine exits with a message in the event log stating that the time difference is greater than the threshold Possible Cause The NTP service has a built in threshold of 1000 seconds If the time difference between the NTP client CRS machines and the server Cisco Unified Communications Manager is more than this threshold the NTP service does not correct the time Recommended Action Do the following e Manually set the clock on each CRS machine in the cluster The Time on the CRS machines should be approximately the same as the time on the Unified Communications Manager machine e Restart the Network Time Protocol service on the CRS machines using the Service Control Manager CRS Servers respond slowly in HA environment Symptom CRS servers in a high availabilitly HA environment respond very slowly Because of the slow response tim
135. ne zip file The tool also provides a way for you to run it remotely and to move the zip file off of the CRS server to your own desktop or to a network drive To use the log collection tool to collect log files into a zip file complete the following steps Step1 To access the CRS Log Collection Tool go to Start gt Programs gt Cisco CRS Administrator gt Cisco CRS Log Collection Tool The following warning message appears A Warning The Log Collection Tool might impact system performance so run this tool during off peak hours Do not run this tool during a system backup or restore To save disk space on the CRS server write the zip file to a network drive otherwise remove the zip file from the CRS server once captured To limit the size of the zip file use the Log Collection Tool Advanced Options to select start and end times and any subset of components Step2 After reading and adhering to the message click OK Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace HE The CRS Log Files Step 3 Step 4 Step 5 Step 6 The CRS Log Collection Tool dialog box appears Enter the path and name of the zip file you want to create and click Save This collects all the log files on the system into the zip file If you want to limit the number of files by date time and component and if you want to select another location for the zip file check the Advanced
136. nfigured for the language being used When using multiple TTS providers each with a different set of supported languages the appropriate TTS provider the one that supports the desired language might not get used This might be because the provider is not selected as the Default TTS provider and therefore some other provider might get used Recommended Action Depending upon the cause do one of the following If the language specified is not available from the CRS Administration web page choose Subsystems gt MRCP TTS and check whether the MRCP TTS server for the Override Language is configured If it is not configure a new MRCP TTS server with the desired language and then reload the corresponding MRCP Provider Text larger than 20 KB is not allowed Make sure that you are using less than 20 KB of text If necessary obtain a license for additional MRCP TTS ports from the MRCP TTS vendor If the default TTS provider is not being used configure the Default TTS Provider field using CRS Administration Go to System gt System Parameters and select the desired TTS provider Or using the CRS Editor Create TTS Prompt step explicitly specify the desired TTS provider in the Overrride TTS Provider field If using VXML scripts specify the desired TTS provider for Nuance Vocalizer 3 0 and the configure it as follows lt property name com cisco tts provider value Nuance Vocalizer 3 0 gt Cisco Customer Response Solutions Servicing and
137. nstalled and for a Database Expansion Server this information appears as Cisco CRS Database The SYSAPPL MIB uses SNMP to organize and distribute the information that it gathers from your network The Cisco CRS system supports these SYSAPPL MIB tables e SysAppllnstallPkgTable Provides installed application information including manufacturer product name product version date installed and location which is a partial URL for accessing the associated Cisco CRS Administration web page when applicable e SysApplRunTable Describes the application starting time and run time status e SysAppllnstallElmtTable Describes the individual application elements or the associated executables that make up the applications defined in the SysApplInstallPkgTable e SysApplElmtRunTable Describes the processes that are currently running on the host system similar to the processes that the Windows Task Manager displays Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter2 Simple Network Management Protocol Support HM CISCO VOICE APPS MIB For more information about the SYSAPPL MIB refer to this URL ftp ftp cisco com pub mibs v2 S YSAPPL MIB my CISCO VOICE APPS MIB The CISCO VOICE APPS MIB provides information about supported SNMP traps For more information about the CISCO VOICE APPS MIB refer to this URL ftp ftp cisco com pub mibs v2 CISCO VOICE APPS MIB my CISCO CDP MIB T
138. nt system NMS that uses standard protocols These protocols include Syslog Simple Network Management Protocol SNMP XML and HTTP This section contains the following topics e About CRS Serviceability page 1 1 e Serviceability Support page 1 1 e CiscoWorks Support page 1 2 e Syslog Support page 1 3 e Remote Serviceability page 1 3 e Unified CCX Call Statistics Recording and Monitoring Server Serviceability Support page 1 4 Serviceability Cisco Customer Response Solutions CRS Serviceability enables remote network management support for the Cisco CRS system Serviceability enables this support through CiscoWorks and through any third party network management system NMS that uses standard protocols These protocols include Syslog Simple Network Management Protocol SNMP XML and HTTP Serviceability Support Serviceability allows you to monitor and discover the status of the installed components of your Cisco CRS system its subsystems and its services from any NMS You can use the information that you obtain through serviceability to troubleshoot system problems For additional troubleshooting information refer to Part 2 of this guide Serviceability support includes e SNMP Support Provides integration with CiscoWorks or another SNMP based network management system NMS SNMP agents provide monitoring of network devices through MIBs Management Information Bases For more information seeCiscoWorks Support page
139. o find other means of encrypting the data before sending any sensitive material Product Alerts and Field Notices Modifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field Notices You can receive these announcements by using the Product Alert Tool on Cisco com This tool enables you to create a profile and choose those products for which you want to receive information To access the Product Alert Tool you must be a registered Cisco com user Registered users can access the tool at this URL http tools cisco com Support PAT do ViewMyProfiles do local en To register as a Cisco com user go to this URL http tools cisco com RPF register register do Obtaining Technical Assistance Cisco Technical Support provides 24 hour a day award winning technical assistance The Cisco Support website on Cisco com features extensive online support resources In addition if you have a valid Cisco service contract Cisco Technical Assistance Center TAC engineers provide telephone support If you do not have a valid Cisco service contract contact your reseller Cisco Support Website The Cisco Support website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies The website is available 24 hours a day at this URL http www cisco com en US support index html Access to all tools on the Cisco Support website requires a Cisco com
140. o the Cisco CRS server Syslog Message Filtering Level Click the drop down arrow and choose the severity level of alarm messages that you want sent to the Syslog server Syslog messages range from severity 0 most severe to severity 7 least severe When you choose a severity level all messages of that severity level and higher will be sent For example if you choose ERROR_ALARM Severity 3 all messages of severity 3 severity 2 severity 1 and severity 0 will be sent The default is DEBUG_ALARM Severity 7 which will send messages of all severity levels Step4 Click Update Viewing Alarm Messages The way in which you view alarm messages depends on the destination to which messages were sent Each alarm message that you view will include an alarm name To find information about the alarm name that appears in an alarm message see Alarm Definitions page 3 5 Viewing Alarm Messages Sent to a Syslog Server To view alarm messages that were sent to a CiscoWorks Resource Management Essentials RME Syslog server refer to the CiscoWorks documentation available at this URL http www cisco com en US products sw cscowork ps2073 tsd_products_support_series_home html Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter3 Alarm Service W Viewing Alarm Messages Sent to a Syslog Server To view alarm messages that were sent to a third party Syslog server refer to the documentation
141. oblems in Cisco Products Cisco is committed to delivering secure products We test our products internally before we release them and we strive to correct all vulnerabilities quickly If you think that you have identified a vulnerability in a Cisco product contact PSIRT e For emergencies only security alert cisco com An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported All other conditions are considered nonemergencies e For nonemergencies psirt cisco com In an emergency you can also reach PSIRT by telephone e 1 877 228 7302 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Preface je e 1408 525 6532 Tip We encourage you to use Pretty Good Privacy PGP or a compatible product for example GnuPG to encrypt any sensitive information that you send to Cisco PSIRT can work with information that has been encrypted with PGP versions 2 x through 9 x Never use a revoked encryption key or an expired encryption key The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL http www cisco com en US products products_security_vulnerability_policy html The link on this page has the current PGP key ID in use If you do not have or use PGP contact PSIRT t
142. oes not appear on the window such as a password Obtaining Documentation Cisco com Cisco documentation and additional literature are available on Cisco com This section explains the product documentation resources that Cisco offers You can access the most current Cisco documentation at this URL http www cisco com techsupport You can access the Cisco website at this URL http www cisco com You can access international Cisco websites at this URL http www cisco com public countries_languages shtml Product Documentation DVD The Product Documentation DVD is a library of technical product documentation on a portable medium The DVD enables you to access installation configuration and command guides for Cisco hardware and software products With the DVD you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL http www cisco com univercd home home htm The Product Documentation DVD is created and released regularly DVDs are available singly or by subscription Registered Cisco com users can order a Product Documentation DVD product number DOC DOCDVD or DOC DOCDVD SUB from Cisco Marketplace at the Product Documentation Store at this URL http www cisco com go marketplace docstore Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Preface Ordering Documentation You must be a registered Cisco com user to acces
143. omatically purged as expected Error Message None Possible Cause The cause of this problem could be one of the following e Automatic purging is not configured properly e You have changed the system clock on the CRS server Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips CRS Database Problems W e You have altered the size of the CRS databases Recommended Action Depending upon the cause of the problem do one of the following e From the CRS Administration web page choose Tools gt Historical Reporting and configure automatic purging e If you change the size of the CRS databases make sure that the CRS database size is equal to the maxsize Historical Database db_cra is full Symptom Historical data is not getting written into the database db_cra Error Message Could not allocate space for object in database db_cra because the PRIMARY file group is full in the SQL log file MIVR log file Possible Cause The db_cra database is full Recommended Action Do one of the following Step1 Try to start purging using the CRS Administration web page Choose Tools gt Historical Reporting gt Purge Now Step2 Check the db_cra database size to make sure that it is of the proper size for the call volume generated E mail notification of database purging activities is not sent Symptom The CRS system does not send e mail notification of database pur
144. on process automatically sets up and configures serviceability on these dedicated servers Serviceability enables CiscoWorks support and third party NMS support for the servers and includes e Cisco Discover Protocol CDP support which enables the Media Convergence Server MCS to be discovered automatically by CiscoWorks e CISCO CDP MIB support e SYSAPPL MIB support which provides run time status version information and application discovery for voice recording and monitoring services e Standard third party MIB support e EMBLEM support for CiscoWorks Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 CHAPTER Simple Network Management Protocol Support This section contains the following topics About Simple Network Management Protocol SNMP page 2 1SNMP Basics page 2 1 SNMP Agent and Subagents page 2 2 SNMP Management Information Base MIB page 2 2 SYSAPPL MIB page 2 2 CISCO VOICE APPS MIB page 2 6 CISCO CDP MIB page 2 6 SNMP Traps page 2 6 SNMP Trap Messages page 2 6 Setting up SNMP Traps page 2 7 About Simple Network Management Protocol SNMP Simple Network Management Protocol SNMP isan industry standard interface for exchanging management information between network devices SNMP and its components provide you with information about your Cisco CRS system You can refer to this information to monitor and manage the status of the Cisco CRS system its
145. ons to MRCP TTS Providers MRCP Servers locales or genders do not take effect page 8 64 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 60 Chapter8 Troubleshooting Tips Text to Speech TTS Problems W Provider becomes IN_SERVICE immediately Symptom When creating as ASR TTS provider its status becomes IN_SERVICE immediately This happens even before creating any servers for it Error Message The ASR TTS provider status incorrectly showsIN_SERVICE Possible Cause After deleting a provider and all the servers along with it if a new provider is created it continues to use the previous configuration and does not get refreshed Recommended Action Click Refresh or Refresh All for that provider This will cause the status of the provider to go OUT_OF_SERVICE as expected A TTS Prompt will not play Symptom Callers do not hear a TTS prompt when a TTS prompt is expected Error Message None The cause of the problem might be one of the following The language specified in the Override Language field in the TTS Prompt step is not available The text referenced in the Text Input expression is larger than 20 KB There are not enough MRCP TTS licenses for the MRCP TTS Provider that is being used Licensing can be implemented in different ways by different MRCP TTS vendors It may happen that depending on the licensing scheme of the vendor there may not be enough MRCP TTS licenses co
146. or Message None Possible Cause The Create Generated Prompt step is using incorrect rules for the language Recommended Action If creating a new language or adapting an existing language for a new locale check the PromptGenerator properties file and make sure that it is using the correct rules for the language CRS Administration Problems This section contains the following troubleshooting tips on CRS Administration problems e The CRS Administration Authentication web page is not available page 8 19 e Uploading a license file can result in a warning message page 8 20 e User cannot log in to the CRS web page page 8 20 e Refreshing subflow script does not update parent scripts page 8 20 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 18 Chapter8 Troubleshooting Tips CRS Administration Problems W e Unified Communications Manager users display in random order page 8 20 e CRS Supervisor web page cannot be viewed from CRS Server page 8 21 e Database table fields used by wallboard store data in milliseconds page 8 21 e Management pages display error message when selected page 8 21 e Zip file does not auto unzip on Document Management page page 8 22 e Invalid files message displays while uploading a zip file of prompts page 8 22 e A Component Manager goes into partial service when uploading a zip file page 8 23 e High call rejection rate under heavy load page 8 23 The CRS
147. ort W Using the CDP Driver Using the CDP Driver Starting a system on which Cisco CRS is installed enables the CDP driver You can use CDP to allow CiscoWorks to discover and manage your Cisco CRS systems CiscoWorks uses the CDP cache MIB of the direct neighboring device to discover the Cisco CRS server You can use CiscoWorks to query other Cisco CRS supported MIBs for provisions or statistics Accessing CDP Driver Control You can control the CDP driver using the CISCO CDP MIB A Warning Alter the CDP setting only in special cases For example you might restart the CDP driver from the Control Panel at run time to pick up the latest IP configuration changes without resetting the system Installing the CDP Protocol Driver The Cisco CRS installation process installs the CDP protocol driver After completion of a successful Cisco CRS installation the CDP protocol driver resides in the list of device drivers under the Windows Control Panel Starting the CDP Protocol Driver To start the CDP protocol driver follow these steps Step 1 Choose Start gt Settings gt Control Panel Step2 Double click System Step3 Click the Hardwaretab Step4 Click Device Manager The Device Manager window appears Step5 Choose View gt Devices by connection Step6 Choose View gt Show hidden devices Step7 Double click CDP Protocol Driver Step8 Click the Driver tab Step 9 Click Start to enable the driver Default Start Step
148. osoft Excel Excel 7 0 95 is limited to reports with 16 384 records Excel 8 0 97 and Excel 2000 are limited to reports with 65 536 records Records that exceed these limits are truncated in the Excel file Recommended Action Be aware of the size of the report when exporting it in Microsoft Excel format Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HI CRS Historical Reporting Problems Agent names overwritten on charts Symptom Agent names overwrite each other on charts that appear with the Agent Detail Report the Agent Login Logout Activity Report or the Agent Summary Report Error Message None Possible Cause The report contains information for more than 70 agents Recommended Action Do not include charts with the report if you are generating information for more than 70 agents or use filter parameters to limit the report to information for no more than 70 agents RTF Report containing charts has tabular report headings Symptom A report that has been exported in Rich Text Format RTF includes tabular report headings on pages that contain charts Error Message None Possible Cause Limitation of the export function Recommended Action Be aware of this limitation when exporting reports in RTF Scheduler icon does not appear on Terminal Services client Symptom The Scheduler icon does not appear on the Terminal Services client when you run the
149. other not just by IP address because DTC also requires that you are able to resolve computer names by way of NetBIOS or DNS You can test whether or not NetBIOS can resolve the names by using ping and the server name The client computer must be able to resolve the name of the server and the server must be be able to resolve the name of the client If NetBIOS cannot resolve the names you can add entries to the LMHOSTS files on the computers Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips W High Availability and Failover You can download DTCPing exe from Microsoft to troubleshoot the MS DTC issue Go to http support microsoft com default aspx scid kb en us 250367 Service constantly shows Invalid Symptom The CRS Node Manager cannot start a service and the service is shown Invalid from CRS Administration Error Message A red X mark displays beside the service in CRS Administration Possible Cause This could possibly be caused by excessive failures of the specific service Recommended Action Refer to the Cisco CRS Installation Guide for help in doing a recovery or a restore in order to repair the failed service CRS server keeps rebooting due to CRS Node Manager failure Step 1 Step 2 Step 3 Symptom The Cisco CRS server keeps rebooting due to the Cisco CRS Node Manager service failure ErrorMessage A Microsoft Windows message shows a server
150. out Symptom While waiting for speech input speech recognition waits indefinitely Error Message None Possible Cause This problem is caused by setting the initial timeout value to 0 zero The problem will occur only if the ASR provider is Nuance Nuance defines an initial timeout value of zero to mean that it will never time out Other vendors interpret this value to mean that it must time out immediately Recommended Action If an immediate timeout is required do the following When using Nuance as the ASR software provider set the initial timeout value to the smallest value greater than 0 zero For other ASR vendors simply set the initial timeout to 0 zero Alternate pronunciations and nicknames are not recognized Step 1 Step 2 Symptom Alternate pronunciations and nicknames are not recognized in the Name to User step when used in the ASR mode Error Message None Possible Cause The Name Grammar Generator was not run after a new CRS installation or after you added or changed a nickname or pronunciation in the user administration page Recommended Action Run the Name Grammar Generator Complete the following steps Select Tools gt User Management gt Name Grammar Generation Run the Name Grammar Generator at off peak times Verify that you have select the correct Grammar Variant If you use Nuance select Nuance If you use any other vendor select Standard and in the case of a mixed environment select Both
151. p3 Open the script in the CRS Editor Step4 Validate the script and save it Step5 Choose Applications gt Script Management and upload the script to the Repository Step6 When prompted clickYes to refresh both script and applications Step7 Refer to the CRS trace files to verify that the application script was loaded successfully Step8 Ifa script has been validated saved and uploaded to the repository and still will not load verify that any other dependencies are met For example if the script references a custom class make sure that the class is available to the CRS Engine Changes to applications do not register Symptom You make changes to an application script but the changes are not apparent to callers Error Message None Possible Cause The application script was not uploaded to the repository and refreshed Recommended Action After making a change to an application script perform the following steps Step 1 Save the application script Step2 From the CRS Administration web page choose Applications gt Script Management and upload the application script to the repository Step3 When prompted click Yes to refresh both script and applications Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HZ CRS Engine Problems Call drops during transfer over gateway Symptom When the CRS system receives a call made over a gateway the CRS system drop
152. platforms SNMP Community Names authenticate access to MIB objects and serve as passwords for SNMP information A system can exchange SNMP information only with systems in the same community For more information on setting up communities see Setting the SNMP Trap Receiver page 2 7 For additional information about MIBs refer to this URL http www cisco com public sw center netmgmt cmtk mibs shtml SYSAPPL MIB The SYSAPPL MIB provides system information about installed packages including product name product version URL of the Cisco CRS Administration page run time status application start time and currently running processes Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter 2 Simple Network Management Protocol Support SYSAPPL MIB W The SYSAPPL MIB allows you to use CiscoWorks or a third party NMS browser to remotely access information about the Cisco CRS components including e Cisco CRS Administration e Cisco CRS Node Manager e Cisco CRS Engine e Cisco CRS Repository Datastore e Cisco CRS Historical Datastore e Cisco CRS Config Datastore e Cisco CRS Agent Datastore e Cisco Recording e Cisco Monitoring The SYSAPPL MIB also provides access to the Cisco CRS Services including e Cisco CRS Cluster View Daemon including but not limited to Manager Manager Log Manager Config Manager Executor Manager Cluster Manager Node Manager Socket Manage
153. plorer on the CRS Historical Reports client system scheduled historical reports might not run and you might see a message in the CiscoSch log file Error Message CRS_DATABASE entry not found in the properties file Failed to validate user or get MaxConnections of database value Possible Cause You are attempting to run the reports from a proxy service If this situation occurs but you can run the report directly from the CRS Historical Reports client system follow these steps From Internet Explorer on the Historical Reports client system choose Tools gt Internet Options Click Connections Click LAN Settings The Use a Proxy Service check box will be checked if you are using a proxy server Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Step 5 Step 6 Step 7 CRS Historical Reporting Problems W ClickAdvanced In the Do not use proxy server for addresses beginning with field enter the IP address of the Cisco CRS server to which the Historical Reports client system logs in Click OK as needed to save your changes Historical Reporting Client window shows nothing in user drop down menu Step 1 Step 2 Step 3 Symptom When selecting Tools gt Historical Reporting from the Cisco CRS Administration menu nothing appears in the user drop down menu Error Message None Possible Cause Privileges have not been assigned to the Cisco Unifi
154. pplication does not have an error handling mechanism to detect that the call has ended the Application subsystem might go into partial service In addition Application Tasks real time report might show an application running for an unexpectedly long time Recommended Action Make sure that the application script includes error handling that prevents infinite retries if a call is no longer present Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips Hi CRS Real Time Reporting Problems CRS Server and Active Directory integration results in some services being unregistered Step 1 Step 2 Step 3 Step 4 Symptom Installing Cisco CRS Server into a corporate Active Directory to take advantage of a single logon to access the DESKTOP_CFG share instead of creating local logon account and local permissions on the CRS Server results in some services not being registered For example when installing new product features such as MRCP TTS or VoIP Monitor Server some services might not register Error Message None Possible Cause Domain security policies can affect the installation and some services might not get registered The installation appears to complete without problems To correct this problem complete the following steps Remove the CRS server from Active Directory back into a local workgroup and then reboot Log on as the local Administrator and then run
155. problems e Names are not recognized page 8 53 e Recognition never times out page 8 54 e Alternate pronunciations and nicknames are not recognized page 8 54 e Reduced call completion rate under heavy load while using an MRCP ASR Group page 8 54 e MRCP ASR subsystem is out of service page 8 55 e Changes additions or deletions to MRCP ASR Providers MRCP Servers or Groups do not take effect page 8 55 e Calling a route point with an MRCP ASR Dialog Group results in default treatment page 8 56 Names are not recognized Step 1 Step 2 Symptom For calls that have been allocated a channel from a MRCP ASR Dialog Control Group names are not consistently recognized by the Name to User step Error Message None Possible Cause The Name Grammar Generator was not run after a new CRS installation or after you added or changed an existing name Recommended Action Run the Name Grammar Generator Complete the following steps Select Tools gt User Management gt Name Grammar Generation Run the Name Grammar Generator at off peak times Verify that you have select the correct Grammar Variant If you use Nuance select Nuance If you use any other vendor select Standard and in the case of a mixed environment select Both Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips W Automatic Speech Recognition ASR Problems Recognition never times
156. pt is made to recall the Unified CCX extension of Agent A the call is forwarded to the non Unified CCX line if the extension is busy If the non Unified CCX line is busy the call is forwarded to the Unified CCX route point and gets queued again instead of being dropped You can set up the workflow of the Unified CCX route point to increase the priority of the call Updating a NIC driver disables silent monitoring and recording Symptom After updating a network interface card NIC driver the Cisco Supervisor Desktop and Cisco Agent Desktop Silent Monitoring and Recording features do not work Error Message None Possible Cause This problem can occur if you have updated a NIC driver on a server on which you checked the VoIP Monitor Server check box during the installation of Cisco CRS Recommended Action Reinstall Cisco CRS Make sure to check the VoIP Monitor Server check box in the Component Distribution pane Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Cisco Unified IP IVR Problems Mi Cisco Unified IP IVR Problems This section contains the following troubleshooting tips on Unified IP IVR problems e Cisco Unified IP IVR drops callers when transferring to an extension page 8 17 e Prompts play in language page 8 17 e Some prompts do not play page 8 18 e Some prompts in a script play in the language specified and other prompts play in English page 8
157. r Packet PIX ProConnect ScriptShare SMARTnet StackWise The Fastest Way to Increase Your Internet Quotient and TransPath are registered trademarks of Cisco Systems Inc and or its affiliates in the United States and certain other countries All other trademarks mentioned in this document or Website are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any other company 0705R Any Internet Protocol IP addresses used in this document are not intended to be actual addresses Any examples command display output and figures included in the document are shown for illustrative purposes only Any use of actual IP addresses in illustrative content is unintentional and coincidental Any Internet Protocol IP addresses used in this document are not intended to be actual addresses Any examples command display output and figures included in the document are shown for illustrative purposes only Any use of actual IP addresses in illustrative content is unintentional and coincidental Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 2007 Cisco Systems Inc All rights reserved PART CHAPTER 1 CHAPTER 2 CONTENTS Preface i Purpose i Audience i Organization i Related Documents ii Conventions ii Obtaining Documentation iii Cisco com iii Product Documentation DVD iii Ordering Documentation iv Documen
158. r e Cisco CRS Administration including but not limited to Manager Manager Log Manager Config Manager Executor Manager Cluster Manager Node Manager File Manager Prompt Manager Grammar Manager Document Manager Resource Manager Script Manager Expression Manager Socket Manager e Cisco CRS Engine Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter 2 Simple Network Management Protocol Support E SYSAPPL MIB including but not limited to Manager Manager Log Manager Config Manager Executor Manager Cluster Manager Node Manager File Manager Prompt Manager Grammar Manager Document Manager Resource Manager Script Manager Expression Manager Socket Manager RTP Port Manager Contact Manager Channel Manager Session Manager ICM Subsystem JTAPI Subsystem CMT Subsystem MRCP ASR Subsystem MRCP TTS Subsystem eMail Subsystem RmCm Subsystem Voice Browser Subsystem Core Real Time Reporting Subsystem Enterprise Server Data Subsystem Database Subsystem VoIP Monitor Subsystem HTTP Subsystem Outbound Subsystem SIP Subsystem lt Other Custom Subsystem gt e Cisco Desktop License and Resource Manager e Cisco Desktop Call and Chat Service e Cisco Desktop Enterprise Service Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter2 Simple Network Management Protocol Support SYSAPPL
159. r SNMP trap notification of database purging activities is not sent 8 28 CRS Editor Problems 8 28 Change a string variable to an integer 8 28 Accept step error during active debug 8 28 Error occurs with Reactive Debugging Tool 8 29 CRS Engine Problems 8 29 Agent cannot go Ready after logging in 8 30 Voice Browser step throws an exception 8 30 CRS Engine does not start and an RMI port in use error appears 8 30 Attempting to start the Cisco CRS Node Manager service causes an error 1067 8 31 Attempting to start the Cisco CRS Node Manager service causes an error 1069 8 31 Application subsystem is in partial service 8 31 CRS Engine is running but calls are not answered 8 32 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Contents Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Changing the time on CRS machines results in agents getting logged off 8 32 An error message plays when calling a CTI route point 8 33 Changes to applications do not register 8 33 Call drops during transfer over gateway 8 34 H 323 client DTMF digits not detected 8 34 Redirected call is disconnected 8 34 The CRS server runs out of disk space 8 35 CRS Server runs at 100 capacity or is very slow 8 35 Database Subsystem goes into partial service 8 36 JTAPI subsystem is in partial service 8 37 Unable to connect to JTAPI provider 8 37 The Simple Recognition step takes the unsuccess
160. r action required Cannot make configuration changes in HA cluster Step 1 Step 2 Symptom Unable to make configuration changes in a high availability cluster when one node is down Error Message None Possible Cause If one node is down configuration changes cannot be made because the changes are written to both configuration datastores at the same time Recommended Action Do the following Make sure that the Publisher is the active node If it is not use CRS Administration to make it the active node for all datastores Deactivate CDS and HDS for the inactive node using the Component Activation link Cannot make configuration changes in RnCm Subsystem Symptom In a high availability deployment the user cannot make changes to the configuration in the RmCm subsystem such as add remove skills team and so forth Error Message There was an error reading updating the database Please contact your administrator Possible Cause Unified CCX stores configuration data in Configuration Datastore which is managed by the Microsoft SQL database The high availability databases use Microsoft Distributed Transaction Coordinator MS DTC service to communicate with each other and MS DTC service uses the NetBIOS name of its peer to talk to other MS DTC services This problem is caused by invalid name resolution of the database nodes so that MS DTC cannot communicate Recommended Action Make sure the two database nodes can communicate with each
161. reboot in 60 seconds due to the service failure Possible Cause The problem might result from a variety of reasons such as from failures of the CRS Engine CRS Administration Datastore and Desktop services Recommended Action Complete the following steps Go to the Windows Services Control Panel Under the Recovery tab change First Second Subsequent failures action toTake No Action Look at the Cisco MCVD log first to identify the failure service then go to the log of that service to find the reason After you correct the failure restore the failure recovery action back to First failure Restart the Service Second failure Reboot the Computer Subsequent failures Reboot the Computer Cluster is in partial service Symptom The CRS cluster status shows PARTIAL_SERVICE from the CRS Administration Control Center ErrorMessage PARTIAL_SERVICE on CRS Administration Control Center web page under a specific server link Possible Cause At least one of the servers show a status that is not IN_ SERVICE Recommended Action Log on to the server and see whether or not the Cisco Node Manager service is running on the server Also check the MCVD log for any additional information Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 _ Chapter 8 Troubleshooting Tips High Availability and Failover W Server is in partial service Step 1 Step 2 Symptom The CRS server shows PARTIAL_SERVICE
162. rentControlSet Services SNMP Parameters Extensio nAgents Make sure that the subagent DLL exists under the directory specified in the registry For example expect the subagent SnmpSysAppAgent to have a registry under HKEY_LOCAL_MACHINE SOFTWARE Cisco Systems Inc SnmpSysAppAgent CurrentVersion and a path name that points to the location of the SnmpSysApp subagent SnmpSysAppImpl dll Make sure that the SNMP service is running on the CRS server If it is not start the SNMP service File Manager in partial service Symptom File Manager is found to be in PARTIAL_SERVICE A message similar to the following displays in the MIVR MADM log messages Error Message Class class com cisco doc UserDocument Synchronization status 2005 8 7 14 02 05 36 Synching 1173 Aug 07 14 02 05 797 EDT MADM FILE_MGR 6 RECOVERY_DETECTED THREAD EventQueue DispatchThread 0 1 Synchronization from Repository to local disk not performed Possible Cause RECOVERY of the node is in progress File Manager does not perform the synchronization of files from RDS DB during recovery and it puts itself in PARTIAL_SERVICE until it is notified that RECOVERY is complete Recommended Action None Working as designed SNMP traps do not arrive at the trap receiver Step 1 Symptom The network management system NMS does not receive SNMP trap messages Error Message None Possible Cause There is a misconfiguration in the SNMP service properties Recommended Ac
163. restart CDP using the Windows Device Manager to update the CDP driver with the new IP address information You do not have to reset the system after updating Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter5 Cisco Discovery Protocol Support W Locating Updated CDP Driver and Interface Files Locating Updated CDP Driver and Interface Files Installing Cisco CRS updates these components e The CDP driver cdp sys updates to the Windows 2003 driver directory WINNT System32 Drivers cdp sys e The CDP Interface Library cdpintf dll updates to the Windows 2003 System32 directory AWINNT System32 cdpintf dll e A Backup Regedit export file for reinstalling CDP registries updates to the bin directory Program Files Cisco Bin cdp2k101 reg Use this file to restore the CDP registry in case it becomes corrupted This file restores the CDP registry to the HKEY_LOCAL_MACHINE SYSTEM CurrentControlSet Services CDP directory e After running the cdp2k101 reg file you must reset the system to restore the CDP registries Default CDP Settings Table 5 1 shows the default CDP settings Table 5 1 Default CDP Setting Values Description Default Value Default Transmit Frequency 60 seconds Default Time to Live 180 seconds Default State CDP advertisement enabled Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 CHAPTER Cisco
164. rge and difficult to read To help you manage the trace file the Cisco CRS system lets you specify the subfacilities for which you want to record information These subfacilities are shown in the following table For each subfacility you can select a trace level of Debugging Alarm Tracing both selections or no selections These selections specify the messages that the system sends to a trace file Table 4 1 shows the effect of each trace level settings For an explanation of message severity levels see Cisco CRS Alarm Service page 3 1 Table 4 1 Messages Sent to a Trace File Severity Level of Selection Messages Sent Explanation Debugging 0 1 2 3 7 Sends detailed verbose information To be used primarily for debugging and troubleshooting Alarm Tracing 0 1 2 3 4 5 6 Sends messages of all severity levels except detailed debugging information Debugging and Alarm 0 1 2 3 4 5 6 7 Sends messages of all severity levels Tracing No selections 0 1 2 3 Sends high priority notifications errors and alerts The Trace Configuration pane groups trace level options into these lists e Active trace level options Facilities and subfacilities that are running on your system e Inactive trace level options Facilities and subfacilities that are not running on your system If you make a change under an active facility the trace file will reflect your change immediately If you make a change under an inactive subfac
165. rop VEER AALAN SERVER MAME Trap TVERRG 16 Z2Se SERVER MAME Trop AVGRARELOZ Se SERVER MAME Tron AVEARG AGT TE SERVER MAME Trap PS CRPSAESKT Ro SocOKICRAIRSI MON AIETE EPPC ORRI Seu Ye Berl ARANEAE C RS AIMN FIKEN amiga eke Case ATAIONA EIE FMRC Mes oped Je bthrelsscoe AVATAR SERVER MAME TED PI ARPRMESE BO SSSR ANI MEM ASE Kee PUES ORV TED TERA be ier RPA Me Mane CRE Ergre AAIE ALEE ALE DORE ECT ARON FRE MARE RPE Fk Se Tren P3 CmPAESKR Ee CHICANE NOLS EOT RN Sauer he ter AL EMEC RESA L Sener AJNI AKNI REMOTE AS HL UPC EAL AASEN Trap P3 ARANAIS BO ISSIR ARIE MOL ST DUC CFU TED Seu A be ater Rp od le Mame C RES L Serer C ARIA Je Fre C DLE DOTZ Sy bow LANA E EA RATE r ep sd ie EL ees ee Trap P3 ARANAIS BO JILATA EMO STE DEC OPUS Fee A ke Se ep bod fede eC REED L ENET HE ROS ARINA OFAN BLEED A ARP ELAM MAE ARP FANS Trap P3 ARANAIS EO SSIS ANSI MEMOS BT ETL RFU au ke ater Op iodo Marner RESA L Sener Report key OR EDU a AROSE EAE THe ARPA EAS Trp P3 ARANAIS Be JILI EANA AITTE Tene Pull CURRIER SELE A he er Ce Bod te TH e Te baed Trereacicn Coodinake ARARAS EAEC ASEAZA NNA APACER ARADEA TER PI ARANAK BO SPLITA ALIETTE ETC ARRUN EELE ye aer l ARARE l Sa LAgeri DT LAEE AD P ARPA E EATE e ARAA E E EE Ee THD PF ARANAK Eri SSO IM ANA UEM APPT TDT pL C ARRI TELA bee Er ARAALE IT e e COC RE Node MET ARP ee EA FELLER GILE TAEI CA ARAALE RUTTE e ARAA Ft Mes De T PI ARANAK BO STIR ANSI MENSCH TOTA AR
166. s Cisco Marketplace Registered users may order Cisco documentation at the Product Documentation Store at this URL http www cisco com go marketplace docstore If you do not have a user ID or password you can register at this URL http tools cisco com RPF register register do Documentation Feedback You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form available in every online document Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL http www cisco com en US products products_security_vulnerability_policy html From this site you will find information about how to do the following e Report security vulnerabilities in Cisco products e Obtain assistance with security incidents that involve Cisco products e Register to receive security information from Cisco A current list of security advisories security notices and security responses for Cisco products is available at this URL http www cisco com go psirt To see security advisories security notices and security responses as they are updated in real time you can subscribe to the Product Security Incident Response Team Really Simple Syndication PSIRT RSS feed Information about how to subscribe to the PSIRT RSS feed is found at this URL http www cisco com en US products products_psirt_rss_feed html Reporting Security Pr
167. s Event Viewer refer to your Microsoft Windows documentation From the Windows desktop choose Start gt Setting gt Control Panel Double click Administrative Tools Double click Event Viewer On the Tree pane click the item for which you want to view information Alarm Definitions Cisco CRS maintains a list of alarm catalogs Each of these catalogs contains a list of alarms Each alarm contains a definition of the alarm which includes the alarm name a description an explanation recommended actions and related information An alarm name appears in an alarm message as follows e Trace file Alarm name follows the severity level e CiscoWorks RME Alarm name appears in the Mnemonic field on the Syslog WorkFlow report e Third party Syslog server Alarm name follows the reason If a reason is not shown the alarm message name follows the module name e Windows Event Viewer Alarm name follows the severity level Finding Information About an Alarm Step 1 To use the alarm catalog to find information about an alarm message name follow these steps From the Cisco CRS Administration menu choose Tools gt Alarm Definition The Alarm Definitions web page appears Locate information for the alarm message name as follows e Fora list of all alarm message names make sure that All appears in the Catalog field and then click Search Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1
168. s for the connection setting Make sure you are able to connect to the CRS Administration web page from the client machine Refresh the page to make sure it is not cached If the error persists after doing the above modify your client hrcConfig ini file by updating AuthReqTimeOut to a larger value than the current one default is 15 seconds Restart your client and attempt to log in again Only three report templates available for Unified CCX Standard Symptom When configuring Unified CCX Standard for historical reporting only three report templates are available IVR Application Performance Analysis VR Traffic Analysis and Detailed Call by Call CCDR Error Message None Possible Cause The historical reporting client might not have privileges assigned to view all the Unified CCX Standard reports Recommended Action From the Cisco CRS Administration menu select Tools gt Historical Reporting and check to be sure the license provides eight Unified CCX reports and two IVR reports Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 49 Chapter8 Troubleshooting Tips HI CRS Historical Reporting Problems Discrepancy in number of ACD calls shown on custom reports Symptom When running user created custom reports one report shows the number of calls for each hour of the day totaling 244 calls The other report shows the number of ACD calls for the entire report period totalling 24
169. s or if it did not start automatically For more information see Starting Stopping and Confirming the SNMP Service page 2 9 For information on configuring SNMP Service see SNMP Traps page 2 6 SNMP Management Information Base MIB A Management Information Base MIB designates a collection of information that is organized hierarchically You access MIBs with SNMP MIBs are made up of managed objects which are identified by object identifiers Managed objects are made up of one or more object instances which are essentially variables MIBs provide status monitoring provisioning and notification The Cisco CRS system supports these MIBs e SYSAPPL MIB Provides system information such as installed applications application components product version processes that are running and process start time For more information see SYSAPPL MIB page 2 2 e CISCO VOICE APPS MIB Contains information about supported SNMP traps For more information see CISCO VOICE APPS MIB page 2 6 e CISCO CDP MIB Provides information about device identifications CDP Cisco Discovery Protocol running status CDP transmitting frequency and the time for the receiving device to hold CDP messages time to live For more information see Cisco Discovery Protocol Support page 5 1 Standard third party MIBs including Standard Microsoft MIBs such as MIB II Compaq Insight Agent MIBS for Compaq MCS 78xx platforms IBM UM MIB for IBM 3xx MCS
170. s placing Outbound calls 8 58 Not all contacts get imported 8 58 On the Campaigns Configuration web page the available CSQs list is empty even though there are CSQs configured 8 58 Outbound buttons do not show up on CAD 8 58 Outbound buttons show up but are disabled on CAD 8 59 Outbound calls are not getting dialed 8 59 Outbound call volume is low 8 59 Outbound system service is notin service 8 60 RTR Outbound reports do not show all possible reclassification 8 60 Real Time Reporting problems After installing JRE the user receives a message from real time reporting saying to install JRE 8 41 Attempting to run a real time report causes an error 8 40 remote serviceability 1 3 CiscoWorks 1 3 MS Windows Performance Monitoring 1 3 MS Windows Terminal Services 1 3 VNC 1 3 S Serviceability remote 1 3 Serviceability problems Alarm Service does not start 8 67 File Manager in partial service 8 65 Serviceability does not uninstall completely 8 67 SNMP based network management tools cannot monitor CRS components 8 65 SNMP traps do not arrive at the trap receiver 8 65 Syslog messages not received by receiver 8 66 Virus Scan software slows Call Completion Rate 8 68 Simple Network Management Protocol see SNMP 2 1 SNMP agent and subagents 2 2 basics 2 1 E Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Management Information Base MIB 2 2 setting community na
171. s played out by Nuance TTS Nuance TTS does not support RIFF header wave files Recommended Action Translate the RIFF header wave file into a Sphere header wave file using the utility provided by Nuance The utility can be found under the Nuance installation folder lt SNuance gt V8 5 0 bin win32 wavconvert exe Changes additions or deletions to MRCP TTS Providers MRCP Servers locales or genders do not take effect Step 1 Step 2 Symptom Changes made to either MRCP TTS Providers MRCP Servers locales or genders through CRS Administration do not seem to take effect Error Message None Possible Cause When you make any configuration changes including additions or deletions to either MRCP TTS Providers MRCP Servers locales or genders through CRS Administration these changes are made in the Config datastore and do not affect the data that is already loaded by the engine If you wish to make these changes effective immediately without having to restart the engine the changes need to be explicitly reloaded by the MRCP TTS Subsystem If you want the changes to take effect immediately without having to restart the engine do the following If you want to reload the data associated with a single MRCP Provider Server or associated locales and genders go to Subsystems gt MRCP TTSto access the MRCP TTS Configuration web page and click the refresh icon for the corresponding provider You can also use this step to load a newly created
172. s the call if the call is transferred Error Message None Possible Cause The H 323 client does not support the Empty Capability Service and the H 323 port on the Cisco Unified Communications Manager is not configured to use a Media Termination Point MTP Recommended Action Update the configuration of the Cisco Communications Manager H 323 port to require an MTP and reset the H 323 port H 323 client DTMF digits not detected Symptom When a call originates from an H 323 client DTMF digits are not collected Error Message None Possible Cause The H 323 client only produces in band DTMF signals Cisco Unified Communications Manager cannot detect in band DTMF signals Recommended Action None Redirected call is disconnected Symptom A redirected call disconnects or a redirected call does not ring the IP phone to which it was directed Error Message None Possible Cause Some gateways do not support ringback Recommended Action Reconfigure the gateway and protocols so that they will support ringback Following are the gateways and the protocol for each gateway note that the protocol is in parentheses e 26XX FXO Media Gateway Control e 36XX FXO 36XX FXO Media Gateway Control e VG200 FXO Media Gateway Control e DT 24 Skinny e WS 6608 T1 Cat6K 8 port T1 PRI Skinny e WS 6608 E1 Cat6K 8 port E1 PRI Skinny e DE 30 Skinny e AT 2 4 8 AT 2 4 8 Cisco Customer Response Solutions Servicing a
173. sco CRS Problems 7 1 General Troubleshooting Steps 7 1 Troubleshooting Tips 8 1 Installation Problems 8 2 One node on a CRS 5 0 two node cluster crashes beyond repair 8 2 Backup Restore and Update Problems 8 2 Backup Restore and Upgrade cannot be started from a client desktop 8 3 During Backup Restore or Upgrade an exception is seen in UI 8 3 Backup failed for a One or Two Node system 8 4 CRS 4 5 profile name is missing 8 4 Page Not Found message is displayed during Restore or Upgrade 8 4 Restore fails due to a file not being found 8 5 Restore failed for a one node system 8 5 Contents W Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Contents Restore failed on a two node system that had run before the Restore 8 6 Restore failed on a two node system that was re imaged 8 7 Some RmCm configuration is missing after Upgrade 8 8 CME Telephony subsystem problems 8 8 A functional routing point stopped working or the CME Telephony subsystem is in partial service 8 8 Cisco Unified Communications Manager Automated Attendant problems 8 9 Dial by name does not find the specified server 8 9 Automated Attendant prompt is not played 8 9 Cisco Unified Communications Manager Express Problems 8 10 Agent cannot log in on shared line 8 10 Agent cannot log in on restricted line 8 10 When agent drops from conference all parties on conference are dropped 8 10 Cisco Unified CCX Problems 8 10 RmCm sub
174. sessions In the CRS trace files verify that the calls do not exceed the maximum number of allowed tasks In the CRS trace files make sure that there are no messages regarding insufficient free CTI ports or media channels Changing the time on CRS machines results in agents getting logged off Symptom Agents got logged off and Cisco Agent Desktop out of service and wrap up timer delay expired when the time was changed on CRS Error Message None Possible Cause If wrap up timers are being used on Cisco Agent Desktops changing the CRS time can cause erroneous firings of the timers Recommended Action Do not change the system time on CRS machines Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips CRS Engine Problems W An error message plays when calling a CTI route point Symptom Callers hear a message when calling a CTI route point The JTAPI subsystem might also be in partial service because the CTI route point cannot load the associated application script ErrorMessage I m sorry we are currently experiencing system problems Possible Cause The application script associated with the CTI route point did not load correctly Recommended Action Validate the application script in the CRS Editor as follows Step1 From the CRS Administration web page choose Applications gt Script Management Step2 Click the script and download it from the Repository Ste
175. sion assigned in Cisco Unified Communications Manager or the ccndir ini file is missing information Recommended Action Complete the following steps In the Cisco Unified Communications Manager User Information web page verify that the user has an entry in the AutoAttendant Dialing field that the User record has an associated phone and that the Primary Extension radio button is selected On the CRS server verify that the ccndir ini file contains the correct userbase and profilebase information For example Base DN for CCN APPS CCNAPPSBASE ou CCN Apps o cisco com CCN Cluster Profile name CCNCLUSTERPROFILE johndoe_test Base DN for Users USERBASE ou Users o cisco com Automated Attendant prompt is not played Symptom The Cisco Unified Communications Manager Automated Attendant prompt is not played Error Message None Possible Cause An incorrect welcome prompt is specified in the welcomePrompt field in the Cisco Script Application web page Recommended Action From the CRS Administration web page choose Applications gt Prompt Management Click the Upload New Prompts link to upload the Welcome prompt Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips W Cisco Unified Communications Manager Express Problems Cisco Unified Communications Manager Express Problems This section contains the following troubleshooting tips on Cisco
176. spond to requests Community name is case sensitive Click Add to List Under the Trap destinations field clickAdd In the SNMP Service Configuration dialog box enter the IP address or the host name of the trap destination In the SNMP Service Configuration dialog box click Add Repeat Step 7 through Step 10 for each trap destination required Click OK to apply your changes and exit the SNMP Service Properties window Setting the SNMP Community Names Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step7 Step 8 Step 9 Step 10 Step 11 You can configure security settings for the SNMP traps to ensure that only authorized system can access information that is sent to the traps SNMP community names serve as passwords for SNMP information You can set valid sources for SNMP requests and specify whether systems can only read information or both read and write information For more information about SNMP security refer to your Microsoft Windows documentation To set up community names and privileges follow these steps From the Windows desktop choose Start gt Settings gt Control Panel Double click Administrative Tools Double click Services The Services window appears Right click SNMP Services and chooseProperties Click the Security tab In the Accepted Community Names pane click Add The SNMP Service Configuration dialog box appears In the Community Name field enter the name of the community If you need wr
177. sponse Solutions Servicing and Troubleshooting Guide Release 5 0 1
178. ssible Cause The lt file name gt file cannot be found by the Restore process Recommended Action Do the following Delete the staging directory C STD Manually stop the Node Manager Service by selecting Start gt Programs gt Administrative Tools gt Services and then stopping the Cisco CRS Node Manager service Delete the C Program Files wfavvid ClusterData folder Copy C BackupClusterData ClusterData folder which was backed up before to C Program Files wfavwvid Reboot the machine Re run the restore Restore failed for a one node system Step 1 Step 2 Step 3 Step 4 Symptom ErrorMessage Backup and Restore displays an exception or a Page Not Found message Possible Cause When an exception is displayed by Backup and Restore please check the logs in the c program files wfavvid log MCVD folder and search for the keyword backup_fail This will show the cause of the failure If the message is not understandable please contact TAC If the Page Not Found message is displayed please contact TAC since the CRS Node Manager service has restarted for some reason Recommended Action Check failure If failure is irrecoverable please contact TAC If failure is due to intermittent issue retry restore by doing one of the following If you have a copy of original ClusterData folder Stop the CRS Node Manager Service Remove the C Program Files wfavvid ClusterData folder Copy the original ClusterDat
179. storical Reporting Databases section of the Cisco CRS Administration Guide Note This troubleshooting tip also applies to the CRS Database Problems section and the CRS Historical Reporting Problems section CRS Server runs at 100 capacity or is very slow Symptom The CRS server CPU works at or close to 100 percent capacity DTMF digits are delayed Error Message None One of the following configurations might be causing this problem Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips HZ CRS Engine Problems Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 e Trace settings include debugging e Cisco Unified Communications Manager polling is enabled Polling is enabled by default but it can consume server resources e You are running many applications on a smaller system simultaneously For example you are running Cisco Unified Communications Manager and Cisco CRS Server all on a low end MCS Recommended Action Complete the following steps Turn off debugging as a trace level option Debugging consumes substantial server resources Only use debugging as a trace level option when you are actively debugging Cisco CRS Turn CRS debugging off if the system is running BHCC higher then 4500 If you have a very high load with 300 agents disable all the logs and traces If you have very high load with 300 agents you should redire
180. system is out of service 8 11 RmCm subsystem remains INITIALIZING 8 11 RmCm remains in Initializing state 8 12 Agents Supervisors or Teams are out of synch 8 12 Agent or CSO does not appear in Cisco Desktop Administrator CDA 8 12 Agents do not appear in the Resources area in the Unified CCX Configuration web page 8 13 You cannot select the order of agents 8 13 Agent does not go to Work state after handling a call 8 13 A media step causes a Could not create PlayPromptDialog Object exception 8 14 Unable to make any Unified CCX configuration changes 8 14 Some resource selection criteria are missing 8 14 Unable to record an agent 8 15 Sometimes the supervisor can monitor and record an agent and sometimes he cannot 8 15 Calls to Unified CCX route points are disconnected 8 15 Calls are not routed to agents 8 15 Agents do not show inaCSO 8 16 Caller gets dropped when an attempt is made to recall a Unified CCX agent extension after the agent previously parked the call 8 16 Updating a NIC driver disables silent monitoring and recording 8 16 Cisco Unified IP IVR Problems 8 17 Cisco Unified IP IVR drops callers when transferring to an extension 8 17 Prompts play in language 8 17 Some prompts do not play 8 18 Some prompts in a script play in the language specified and other prompts play in English 8 18 A prompt plays phrases in the wrong order 8 18 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Contents
181. t Manager CONTACT_STEPS Contact Steps CRA_CMM CRS ClusterMsgMgr Component CRA_HRDM CRS Historical Reporting Data Manager CVD Cluster View Daemon DB Database DBPURGE_MGR Database Purge Manager DESKTOP CRS Editor Desktop DOC_MGR Document Manager Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter4 Trace Trace Level Options W Table 4 3 Trace File Subfacilities continued Subfacility Code Description EDT CRS Editor general ENG CRS Engine EXECUTOR_MGR Executor Manager EXPR_MGR Expression Manager FILE_MGR File Manager GENERIC Generic catalog for a facility GRAMMAR_MGR Grammar Manager GRP_CFG Group Configuration HOLIDAY_MGR Holiday Manager HR_MGR Historical Reports Manager ICD_CTI Unified CCX CTI Server ICD_HDM Unified CCX Historical Data Manager ICD_RTDM Unified CCX Real Time Data Manager IO_ICM Unified ICME Input Output JASMIN Java Signaling and Monitoring Interface LIB_APPADMININTERCEPTOR CRS Administration Interceptor Library LIB_AXL AXL Library LIB_CFG Configuration Library LIB_CRTP CRTP Library LIB_DATABASE Database Library LIB_DIRECTORY Directory Access Library LIB_EVENT Event Message Library LIB_ICM Unified ICME Library LIB_JASPER Jasper Tomcat Library LIB_
182. t contains these two servers you are provided with a list of Enabled Languages For this example the list contains both en_US and es_US because there are servers for the specified provider that support these languages e Normally the user interface will prevent you from selecting both en_US and es_ES for the group because neither server supports both languages however it is possible to create an illegal situation if at least one of the servers starts out supporting all the languages installed The UI will allow you to select all languages for the group as well because there is at least one server in the Provider that supports all languages It is possible to go back to that server and remove support for one of the languages If you do this the group is not changed and now needs a language combination that neither server can provide e To check for this access the CRS Administration page for the group in question Click Update If you see the message There are no servers to satisfy this selection of languages then you need to change the languages selected to a set that is supported by at least one of the servers in the Provider Outbound Problems This section contains the following troubleshooting tips on Outbound problems e Agent does skip or skip close but does not stay reserved page 8 57 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Outbound Problems W
183. t lt ReportName gt _ lt startdatetime gt _ lt enddatetime gt pdf Cannot point to local applications from the Database Server Configuration page Symptom With a Historical Reports Database Server installed the user cannot point to the CRS local database from the Database Server Configuration page Error Message None Possible Cause Once a Historical Reports Database Server remote database is configured from Cisco CRS the user cannot point back to CRS Recommended Action None This is working as designed To go back to a single box solution and lose the Historical Reports Database Server configuration in CRS uninstall Cisco CRS and reinstall it and accept the dropping of the CRS databases when prompted Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 EZ Chapter8 Troubleshooting Tips CRS Historical Reporting Problems W Attempt to log in to the CRS Server from the Historical Reporting client fails and an error message Is returned Step 1 Step 2 Step 3 Step 4 Symptom The CRS servlet service or web server is not reachable from the client machine Error Message Request timed out Possible Cause An authentication request timeout has occurred The client log indicates Request timed out error Recommended Action Complete the following steps On the CRS server check to be sure the web server and servlet service are running On the client check your browser Internet option
184. t run since the Node Manager hung page 8 25 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ CRS Admin Utility Problems The cluster is not in synchronization Symptom The cluster is not in synchronization Error Message Rerun the CRS Admin Utility again to bring the cluster back into synchronization Possible Cause This can happen due to a variety of reasons The password setting or synchronization failed in the middle of the process The update was done on a bootstrap data store but not on a Windows database The update was done on one node but not on the second node Recommended Action Rerun the CRS Admin Utility again to bring the cluster back into synchronization CRS Admin Utility exits or does not come up after login Symptom CRS Admin Utility exits or does not come up after login Error Message None Possible Cause The CRS Admin Utility runs on a system where CRS has been properly installed and configured Possible Cause Check the status of the configuration manager and the bootstrap manager for both nodes if you have a two node system from the CRS Admin control center Possible Cause The CRS Admin Utility needs to have the CRS configuration manager In_service for a single node system or the CRS configuration manager and bootstrap manager In_service for a multiple node system Recommended Action Properly install and configure the CRS syste
185. tallation problems e One node on a CRS 5 0 two node cluster crashes beyond repair page 8 2 One node on a CRS 5 0 two node cluster crashes beyond repair Symptom You have a CRS 5 0 two node cluster and one node crashes beyond repair Error Message None Possible Cause The cause is unknown Recommended Action For information on installation instructions see the Cisco Customer Response Solutions Installation Guide Do the following Step 1 If necessary switch the DB publisher from the crashed node to the working node Step2 Remove the crashed node from the cluster by executing the Remove option in Control Center Server Configuration page in the CRS Application Administration web interface on the non crashed node Step3 For instructions see Removing a Server in the Cisco Customer Response Solutions Administration Guide Step4 Re image the crashed node Step5 Re install CRS on the crashed node and execute the Add To Cluster selection as part of the CRS Administration configuration Backup Restore and Update Problems This section contains the following troubleshooting tips on Backup Restore and Update problems e Backup Restore and Upgrade cannot be started from a client desktop page 8 3 e During Backup Restore or Upgrade an exception is seen in UI page 8 3 e Backup failed for a One or Two Node system page 8 4 e CRS 4 5 profile name is missing page 8 4 Cisco Customer Response Solutions Servicing and Troubl
186. tation Feedback iv Cisco Product Security Overview iv Reporting Security Problems in Cisco Products iv Product Alerts and Field Notices v Obtaining Technical Assistance v Cisco Support Website v Submitting a Service Request vi Definitions of Service Request Severity vii Obtaining Additional Publications and Information vii Serviceability About Serviceability 1 1 About CRS Serviceability 1 1 Serviceability Support 1 1 CiscoWorks Support 1 2 Syslog Support 1 3 Remote Serviceability 1 3 Unified CCX Call Statistics Recording and Monitoring Server Serviceability Support 1 4 Simple Network Management Protocol Support 2 1 About Simple Network Management Protocol SNMP 2 1 SNMP Basics 2 1 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Contents SNMP Agent and Subagents 2 2 SNMP Management Information Base MIB 2 2 SYSAPPL MIB 2 2 CISCO VOICE APPS MIB 2 6 CISCO CDP MIB 2 6 SNMP Traps 2 6 SNMP Trap Messages 2 6 Failover Traps 2 7 Setting up SNMP Traps 2 7 Setting the SNMP Trap Receiver 2 7 Setting the SNMP Community Names 2 8 Starting Stopping and Confirming the SNMP Service 2 9 Snapshot of Traps During Startup 2 9 Snapshot of Traps During Shutdown 2 10 CHAPTER 3 Alarm Service 3 1 About Alarms 3 1 Cisco CRS Alarm Service 3 1 Starting and Confirming the Alarm Service 3 2 Configuring the Alarm Service 3 3 Viewing Alarm Messages 3 3 Viewing Alarm Messages Sent to a
187. tem remains INITIALIZING page 8 11 e RmCm remains in Initializing state page 8 12 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips Cisco Unified CCX Problems W e Agents Supervisors or Teams are out of synch page 8 12 e Agent or CSQ does not appear in Cisco Desktop Administrator CDA page 8 12 e Agents do not appear in the Resources area in the Unified CCX Configuration web page page 8 13 e You cannot select the order of agents page 8 13 e Agent does not go to Work state after handling a call page 8 13 e A media step causes a Could not create PlayPromptDialog Object exception page 8 14 e Unable to make any Unified CCX configuration changes page 8 14 e Some resource selection criteria are missing page 8 14 e Unable to record an agent page 8 15 e Sometimes the supervisor can monitor and record an agent and sometimes he cannot page 8 15 e Calls to Unified CCX route points are disconnected page 8 15 e Calls are not routed to agents page 8 15 e Agents do not show in a CSQ page 8 16 e 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 e Updating a NIC driver disables silent monitoring and recording page 8 16 RmCm subsystem is out of service Step 1 Step 2 Step 3 Symptom The Resource Manager Contact Manager RmCm subsystem is out of service Error M
188. that prevents the application from accomplishing a task 4 WARNING_ALARM Problem exists but it does not prevent the application from completing its tasks 5 NOTICE_ALARM Notification of a normal but significant condition 6 INFORMATIONAL_ALARM Information that does not relate to errors warnings audits or debugging 7 DEBUG_ALARM Detailed information regarding system errors and processing status Starting and Confirming the Alarm Service Step 1 Step 2 Step 3 Step 4 In general the Cisco CRS Alarm Service is always running To confirm that the Alarm Service is running and to restart it if necessary follow these steps From the Windows desktop choose Start gt Settings gt Control Panel Double click Administrative Tools Double click Services The Services window appears Look at the Status field in the Cisco CRS Alarm Service row If this field displays Started the Alarm Service is running If this field is blank start the Alarm Service by right clicking Cisco CRS Alarm Service in the Name field and then choosing Start Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter3 Alarm Service Viewing Alarm Messages Wi Configuring the Alarm Service When you configure the Alarm Service you provide the Cisco CRS system with information about how to handle alarms To configure the Alarm Service perform the following steps If you will be entering inform
189. the necessary installer CD Reboot and complete any new setup and configuration Re add the CRS server back into the Active Directory CRS Real Time Reporting Problems This section contains the following troubleshooting tips on CRS Real Time Reporting problems e Attempting to run a real time report causes an error page 8 40 e After installing JRE the user receives a message from real time reporting saying to install JRE page 8 41 Attempting to run a real time report causes an error Step 1 Step 2 Symptom The following message appears when you try to run any real time report from the CRS Administration web page Error Message Unable to connect to the server Possible Cause The proxy server setting on the Browser impedes underlying RMI communication or the RTR subsystem is not running Complete the following steps From Internet Explorer choose Tools gt Internet Options gt Connections gt LAN settings and then uncheck the Use a proxy servercheck box Make sure that the RTR subsystem is running Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 40 l Chapter8 Troubleshooting Tips CRS Historical Reporting Problems W After installing JRE the user receives a message from real time reporting saying to install JRE Symptom Upon opening a real time reporting applet a message box with information about the version of JRE that is running and the required version of
190. this field is blank the SNMP Service is not running To start the SNMP Service right click SNMP Service and choose Start To stop the SNMP Service right click SNMP Service and choose Stop Snapshot of Traps During Startup The following example shows a snapshot of traps generated by CRS during startup To view this file more clearly in Acrobat use the Zoom In icon on the Acrobat menu bar to increase the text size Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter2 Simple Network Management Protocol Support WE Setting up SNMP Traps Figure 2 1 Traps During Startup LEO v AZASLDA SERVERNAME 212A WIAA SERVER NANE SeARROSSAASE ARE GARELALITOACRDRAMTEMOELALAENIAS SOU PUbic GrahlaMioesibirnatice evadadulsas Ciaco CAS Mode Managec GYARTOSRALIA ESANTA Srpdiodulastack GAR stanoleicekpaMMakitinations comrpublic syvpklasniguesibicactice gypdieduleMaie Exccutoc Manayee keorgaatd Sratindulastack Gok Stace cehBPaMIBMALstications tom public svphlasmMigyschty notice syeicinigtaie Uatahase bange Erosta Gatindvlastack Gok shacolOsceMBPaMIBMALstications SoiM public syehlasMigyscty notice SAMIRA chive Managec Erogeaatt Svatindulastack GOk Stace ceMBPaMIBMakstications Soim public svehlasniayscAte notice syeiiginigtaie Sccipt danagec BENRA Sratindulastack GAR shacolOsceMBPAMIBMALstications SoiM public svehlasMiguscAte notice syplieinigtaie Fcanpt saagec Feamceaahd Eor p
191. tion see Cisco Support Tools page 6 1 You can obtain additional system troubleshooting information using the following tools e CiscoWorks Provides a suite of web based applications for managing Cisco devices For more information see CiscoWorks Support page 1 2 e Third Party Network Management Systems Provide Simple Network Management Protocol based browser Syslog support and other system management tools e Microsoft Windows 2003 Performance Monitoring Allows you to monitor the performance of the Cisco CRS system For more information refer to your Microsoft Windows documentation e Microsoft Windows 2003 Terminal Service Provides remote systems with access to Windows based applications through terminal emulation Windows 2003 Server Terminal Services are integrated with the Windows 2003 operating system For more information refer to your Microsoft Windows documentation CiscoWorks Support CiscoWorks available as a separate package provides a suite of web based applications for managing Cisco devices It is the network management system NMS of choice for the Cisco CRS system and for other Cisco devices The Cisco CRS system integrates with these CiscoWorks applications e Cisco Unified Operations Manager Operations Manager Operations Manager tracks the health of Cisco Unified Communications environments by proactively monitoring Cisco voice elements in the network to alert operations personnel to potential pro
192. tion Control Center 8 75 Historical Reporting problems A database connection Error 5051 error appears 8 47 Agent names overwritten on charts 8 44 Attempt to log in to CRS Server from Historical Reporting client fails 8 49 Cannot point to local applications from DB configuration page 8 48 Index W Charts do no appear properly in MS Excel format 8 43 Client and Server security policies do not match 8 43 Columns displaced in Excel spreadsheet when exporting a report 8 52 Columns of data missing in report in MS Excel format 8 43 Dialog box does not appear as expected when report is exported 8 45 Discrepancy in number of ACD calls shown on custom reports 8 50 Error when choosing an option from the Historical Reporting web page 8 45 Exported PDF report does not print in landscape orientation 8 42 Export file name does not appear in Export dialog box 8 48 Historical Reporting client stops working 8 51 Historical Reporting client window shows nothing in user drop down menu 8 51 Only two report templates available for Unified CCX Standard 8 49 Priority Summary Activity Report chart prints only partly in color 8 50 Records truncated in report in MS Excel format 8 43 Reports do not execute at acheduled times 8 44 RTF report containing charts has tabular report headings 8 44 Scheduled Historical Reports do not run 8 46 Scheduled Historical Reports do not run and message appears in CiscoSch log file 8 50 Sc
193. tion Perform the following actions On the CRS server choose Start gt Settings gt Control Panel gt Administrative Tools gt Services Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Chapter8 Troubleshooting Tips W Serviceability Problems Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Syslog messa Step 1 Step 2 Step 3 Double click SNMP Services in the Name field In the SNMP Service Properties window click the Traps tab and make sure that you use the correct case and name for the community name Also make sure that the IP address or host name of the trap destination is correct In the SNMP Service Properties window click the Security tab and make sure that at least one community name is defined and that its rights are READ ONLY or READ WRITE Do not use public community name as it might lead to security holes in your system For more information about SNMP security refer to your Microsoft Windows documentation Also make sure that you use the correct case for the community name On the CRS server choose Start gt Settings gt Control Panel gt Administrative Tools gt Services and verify that the SNMP service and Cisco CRS Alarm Service are running On the CRS server verify that the Cisco CRS Alarm Service is receiving messages Open the AlarmService ini file and verify that the correct port number is listed The default port is 1444 Open the A
194. tion never times out 8 54 Alternate pronunciations and nicknames are not recognized 8 54 Reduced call completion rate under heavy load while using an MRCP ASR Group 8 54 MRCP ASR subsystem is out of service 8 55 Changes additions or deletions to MRCP ASR Providers MRCP Servers or Groups do not take effect 8 55 Calling a route point with an MRCP ASR Dialog Group results in default treatment 8 56 Outbound Problems 8 56 Agent does skip or skip close but does not stay reserved 8 57 Agent is not getting callbacks 8 57 Agent is ready but does not get an Outbound call for up to Two minutes 8 57 Errors placing Outbound calls 8 58 Not all contacts get imported 8 58 On the Campaigns Configuration web page the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem 8 58 Outbound buttons do not show up on CAD 8 58 Outbound buttons show up but are disabled on CAD 8 59 Outbound calls are not getting dialed 8 59 Outbound call volume is low 8 59 Outbound System Service is not inservice 8 60 RTR Outbound reports do not show all possible reclassification 8 60 Text to Speech TTS Problems 8 60 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Contents Provider becomes IN_SERVICE immediately 8 61 A TTS Prompt will not play 8 61 A TTS prompt is not recognizable 8 62 MRCP TTS subsystem is out of service 8 62 Long TTS prompts consume significant memory on
195. ttp www cisco com en US products index html Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Preface e Networking Professionals Connection is an interactive website where networking professionals share questions suggestions and information about networking products and technologies with Cisco experts and other networking professionals Join a discussion at this URL http www cisco com discuss networking e What s New in Cisco Documentation is an online publication that provides information about the latest documentation releases for Cisco products Updated monthly this online publication is organized by product category to direct you quickly to the documentation for your products You can view the latest release of What s New in Cisco Documentation at this URL http www cisco com univercd cc td doc abtunicd 136957 htm e World class networking training is available from Cisco You can view current offerings at this URL http www cisco com en US learning index htm Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Te CISCO PART I Serviceability About CRS CHAPTER 1 About Serviceability Cisco Customer Response Solutions CRS Serviceability enables remote network management support for the Cisco CRS system Serviceability enables this support through CiscoWorks and through any third party network manageme
196. ublic SyaehlasMisussitirnotice SyatiotulsMaie Ceannac Nanagee ksoceaald or public syahlammisussAby notice syatieiulgtaie locumeat wanagee Feogsaats omr public syahlammisusssteaotice syatielulgvaie Pile danagec Psaceaald GO0NpUbLic CyphlanhsvsrAburAotice lt ypdigdulsMaie Socket MAagec Eeacsaald LPS OA ARAVA SEAVER LEBER DRATAGOR SERVER MIE HEPMOGUIKAEASK CORK G ARGIR DD ANTIBAC IL Katia a Gour public syphlasnisuerityractice syptiedulsMage Ciaco Desktop Call Chat Seevice Hur pudlic syphlasmigussatyraotice gyptiedulglade Ciaco Oeaktop Eatecpeiae Seevice Eusio stark SAE CLALMIAIRSADPAMTEMALATAGALLOAA SOIMI Public yehlannaaverdtynotice cyamedulgnaie Ciace Desktop IP Phone ent sevice Gor public syphlasisussityraotice syptiodulsdaie Cisco Desktop LOAP Monitoc Secvice 11 8 3004 33 3201R SERVER IIE Sour public Syehlasmiausckty aatice syetiodulstaie Ciaco Deaktop License amd Reaoucce Manager Seevice LEE RODR ARTI SERVER tha SomMI puDlic SyPALaRnIgussAkirnotion sypdietuisMane Ciaco Desktop Sync Seevice conr public syehlammisuscitiaotice gyadielulsMate Ciaco Desktop Recording Seevice Souwir public syphlamnisuschtyaatice gyptiodulsMaie Ciaca Desktop VoIP Wanitoe seevice SOOM public SyPhlasiisusriticAotice syativhweMaig CRS SOL seevee Contig or public syphlasicueribyaotice gyatiodulgdaie CAS SQL Secvee Historical cor public gyphlamisusciby aotice gyaNedulgMaie CRS SQL Seevec Repositocy
197. ubsystem is In partial service Symptom A functional routing point stopped working or the CME Telephony subsystem is in partial service Error Message None Possible Cause This can happen if some one manually deleted the route point DN on the router side Recommended Action Run the configuration validator tool and check for any warning messages A report should indicate that there is an RP DN mismatch Check on the router configuration whether or not the DN exists or not If confirmed then visit the Trigger page and click the update button to fix and recreate the DN on the router side Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 8 Chapter8 Troubleshooting Tips Cisco Unified Communications Manager Automated Attendant problems W Cisco Unified Communications Manager Automated Attendant problems This section contains the following troubleshooting tips on Cisco Unified Communications Manager Unified CM Automated Attendant AA problems e Dial by name does not find the specified server page 8 9 e Automated Attendant prompt is not played page 8 9 Dial by name does not find the specified server Step 1 Step 2 Symptom The Cisco Unified Communications Manager Automated Attendant cannot find a user that a caller specifies when dialing by name Error Message None Possible Cause The extension of the requested user is not valid because the user does not have a primary exten
198. ugh there are CSQs configured under the RmCm subsystem Error Message None Possible Cause The assigned CSQs list on the General Configuration web page is empty Recommended Action Ensure that the assigned CSQs list is not empty on the General Configuration web page Only assigned CSQs on the General Configuration web page will be on the Available CSQs list on the Campaign web page Outbound buttons do not show up on CAD Symptom Outbound buttons do not show up on the CAD Error Message None Possible Cause The Direct Preview checkbox on the Cisco Desktop Administrator CDA is not checked Recommended Action Ensure that the Direct Preview checkbox is checked on the CDA Recommended Action To display the additional buttons for the Outbound feature on CAD the Direct Preview option must be enabled on CDA See the Cisco Desktop Administrator s User Guide and the Cisco Agent User Guide Release 6 4 for Unified CCX Release 5 0 x Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 8 58 Chapter8 Troubleshooting Tips Outbound Problems W Outbound buttons show up but are disabled on CAD Symptom Outbound buttons show up but are disabled on CAD Error Message None Possible Cause The Enterprise Data Service on the server is down Recommended Action On the CRS server ensure that Enterprise Data Service is running Outbound calls are not getting dialed Symptom Outbound calls are not gettin
199. uleStop A subsystem stopped The trap includes the severity level and the module name The cvaModuleFailureCause parameter specifies the cause if available cvaModuleRunTimeFailure A run time failure occurred The trap includes the severity level and module name The cvaModuleRunTimeFailureCause parameter specifies the cause if available Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter2 Simple Network Management Protocol Support Setting up SNMP Traps W When an SNMP agent detects an alarm condition it generates a trap also called a notification that is sent to configured IP addresses To set up SNMP traps see Setting up SNMP Traps page 2 7 Failover Traps Cisco CRS failover traps are sent using CvaProcessStart trap with cvaModuleName description as New Master xxx where xxx Process name Below is a snapshot of a CRS Engine failover trap 12 8 2006 13 51 28 SERVER NAME Trap P3 cvaProcessStart ent ciscoVoiceAppsMIBNotifications comm public cvaAlarmSeverity notice cvaModuleName New Master Engine cvaProcessId 0 Setting up SNMP Traps To use SNMP traps you must designate the SNMP trap destination for the trap messages You can specify the following security options for the SNMP traps to ensure that only authorized systems have access to SNMP trap information e Community strings Serve as passwords for SNMP information A system can exchange SNMP informat
200. uncated report description in Historical Reports client Symptom Historical Report s in a localized version such as Spanish has the report description truncated in the Historical Reports client user interface Error Message None Possible Cause The report description seems to appear incomplete in the description box of the Historical Reports client user interface Recommended Action Click the description box of the Historical Reports client user interface and scroll to view the complete localized text Scheduled Historical Reports do not run Step 1 Step 2 Step 3 Symptom Historical Reports scheduled through the Historical Reports client do not run Error Message None Possible Cause The problem could be caused by an issue in the Historical Reports client schedule settings or in the Historical Reports Scheduler connectivity Complete the following steps Check whether the schedules are listed in the Historical Reports client To do this launch the Historical Reports client and go to Settings gt Scheduler In the Scheduled Reports dialog box verify that the Daily recurring schedules are listed By default the daily schedule ends after running one occurrence To keep them running forever select No end date in the Schedule Configuration dialog box Check the proxy server configuration in the web browser Open the Internet Explorer browser and go to Internet Options gt Connections gt LAN settings Check to be sur
201. vvid log MCVD MCVDXxXX log where the time of the failure occurred Search for the keyword BACKUP_FAILED RESTORE_FAILED or UPGRADE_FAILED based on type of failure An exception with stack trace will be shown next to this text From the error message go down to the last exception shown and look for the following keyword to see which component failed e com cisco archive Indicates general issue with ArchiveManager e com cisco archive impl component config Indicates issue with saving or restoring configuration such as properties files e com cisco database Indicates issue with database e com cisco wf spanlinkBackupRestore Indicates issues with Spanlink components e com cisco wf jtapi archive Indicates issue with JTAPI configuration e com cisco wf cme archive Indicates issue with CME configuration e com cisco restoreadmin jtapiresyncwizard Indicates issue with JTAPI wizard synchronization of Route Points CTI Ports e com cisco restoreadmin cmevalidate Indicates issues with CME validation wizard Recommended Action Please contact TAC based on information in Cause to find appropriate specialist Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Chapter8 Troubleshooting Tips HZ Backup Restore and Update Problems Backup failed for a One or Two Node system Symptom Backup failed for a one or two node system ErrorMessage Backup
202. y 8 73 Cannot make configuration changes in HA cluster 8 73 Cannot make configuration changes in RmCm Subsystem 8 73 Service constantly shows Invalid 8 74 CRS server keeps rebooting due to CRS Node Manager failure 8 74 Cluster is in partial service 8 74 Server is in partial service 8 75 CRS does not accept call or function properly 8 75 Service Master Slave status is not shown on CRS Administration Control Center 8 75 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Contents W Cluster time synch fails 8 76 CRS Servers respond slowly in HA environment 8 76 Multilple failovers with high CPU usage 8 76 VoIP Monitor Problems 8 76 VoIP monitor does does not work correctly 8 77 CRS fails to start 8 77 Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 E Contents Cisco Customer Response Solutions Servicing and Troubleshooting Guide Release 5 0 1 Preface Purpose The Cisco CRS Servicing and Troubleshooting Guideprovides instructions for using the CRS Serviceability tools and helps you resolve any problems you might experience with the CRS system Audience The Cisco CRS Servicing and Troubleshooting Guide is written for administrators and others who are responsible for managing and troubleshooting the Cisco CRS system Organization Part Chapter Title Description Part 1 Serviceablity Chapter 1 About
203. y not continue executing Error Message None Possible Cause A prompt is missing in the language directory for the language used by the script By default the Play Prompt step is set to continue if it encounters an error and the script will continue to play if it encounters a missing prompt If you have changed the Play Prompt step to not continue if it encounters an error the script will stop executing Recommended Action Refer to the CRS trace files to find the missing prompt Provide the missing prompt in the language folder shown in the CRS trace files Some prompts in a script play in the language specified and other prompts play in English Symptom A script is set to a language other than US English but some prompts play in US English Error Message None Possible Cause A prompt is missing in the language directory for the language used by the script If the default language for the script uses the same rules as US English the system will automatically replace the missing prompt with a US English prompt Recommended Action Refer to the CRS trace files to find the missing prompt and provide the missing prompt in the language folder shown in the CRS trace files A prompt plays phrases in the wrong order Symptom A prompt played by the Create Generated Prompt step plays the correct language but plays phrases in the wrong order For example a prompt that you expect to play as month day year plays as year month day Err

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