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Manuals and User Guides for Cisco Cisco Unified Queue Manager. We have
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Cisco Cisco Unified Queue Manager manual available for free PDF download: Servicing And Troubleshooting Manual
Cisco Cisco Unified Queue Manager Servicing And Troubleshooting Manual (148 pages)
Customer Response Solutions Release 5.0(1)
Brand:
Cisco
| Category:
Software
| Size: 4.58 MB
Table of Contents
Table of Contents
4
Related Documents
14
Obtaining Documentation
15
Cisco Product Security Overview
16
Documentation Feedback
16
Obtaining Technical Assistance
17
Product Alerts and Field Notices
17
Obtaining Additional Publications and Information
19
Snmp Basics
27
SNMP Agent and Subagents
28
SNMP Management Information Base (MIB)
28
Sysappl-Mib
28
Cisco-Cdp-Mib
32
Cisco-Voice-Apps-Mib
32
SNMP Trap Messages
32
Failover Traps
33
SNMP Traps
32
Setting up SNMP Traps
33
Setting the SNMP Trap Receiver
33
Setting the SNMP Community Names
34
Starting, Stopping, and Confirming the SNMP Service
35
Snapshot of Traps During Startup
35
Snapshot of Traps During Shutdown
36
About Alarms
37
Alarm Service
37
Cisco CRS Alarm Service
37
Starting and Confirming the Alarm Service
38
Chapter 3 Alarm Service
38
Configuring the Alarm Service
39
Viewing Alarm Messages
39
Viewing Alarm Messages Sent to a Syslog Server
39
Viewing Alarm Messages Sent to an SNMP Trap Receiver
41
Viewing Alarm Messages Sent to a Windows Event Log
41
Alarm Definitions
41
Finding Information about an Alarm
41
Trace
43
About Trace Files
43
Chapter 4 Trace
44
The Component Trace File
44
Configuring the Component Trace File
44
Trace Level Options
45
Setting Trace Level Options
49
Viewing and Interpreting the Trace Files
50
Displaying a Trace File
50
Interpreting a Trace File
50
The Thread Dump Trace File
50
Writing to the Thread Dump Trace File
51
Displaying the Thread Dump Trace File
51
The CRS Log Files
51
Cisco Desktop Product Suite Installation Logs
53
CRS Log Collection Tool
53
CHAPTER 5 Cisco Discovery Protocol Support
55
About the Cisco Discovery Protocol (CDP)
55
C H a P T E R 5 Cisco Discovery Protocol Support
56
Using the CDP Driver
56
Accessing CDP Driver Control
56
Installing the CDP Protocol Driver
56
Starting the CDP Protocol Driver
56
Enabling the CDP Protocol Driver
57
Showing the CDP Protocol Driver Properties
57
Updating an IP Address for the CDP Protocol Driver
57
Locating Updated CDP Driver and Interface Files
58
Default CDP Settings
58
Chapter 6 Cisco Support Tools
59
About Cisco Support Tools with Cisco CRS
59
Accessing Cisco Support Tools
59
Partii
61
Troubleshooting
61
Chapter 7 Diagnosing and Correcting Cisco CRS Problems
63
General Troubleshooting Steps
63
General Troubleshooting Steps
64
Troubleshooting Tips
65
Chapter 8 Troubleshooting Tip
66
Installation Problems
66
One Node on a CRS 5.0 Two-Node Cluster Crashes Beyond Repair
66
Backup, Restore, and Update Problems
66
Backup, Restore, and Upgrade Cannot be Started from a Client Desktop
67
During Backup, Restore, or Upgrade, an Exception Is Seen in UI
67
Backup Failed for a One or Two-Node System
68
CRS 4.5 Profile Name Is Missing
68
Page Not Found Message Is Displayed During Restore or Upgrade
68
Restore Fails Due to a File Not Being Found
69
Restore Failed for a One-Node System
69
Restore Failed on a Two-Node System that Had Run before the Restore
70
Restore Failed on a Two-Node System that was Re-Imaged
71
Some Rmcm Configuration Is Missing after Upgrade
72
CME Telephony Subsystem Problems
72
A Functional Routing Point Stopped Working or the CME Telephony Subsystem Is in Partial Service
72
Cisco Unified Communications Manager Automated Attendant Problems
73
Dial by Name Does Not Find the Specified Server
73
Automated Attendant Prompt Is Not Played
73
Cisco Unified Communications Manager Express Problems
74
Agent Cannot Log in on Shared Line
74
Agent Cannot Log in on Restricted Line
74
When Agent Drops from Conference, All Parties on Conference Are Dropped
74
Cisco Unified CCX Problems
74
Rmcm Subsystem Is out of Service
75
Rmcm Subsystem Remains INITIALIZING
75
Rmcm Remains in Initializing State
76
Agents, Supervisors, or Teams Are out of Synch
76
Agent or CSQ Does Not Appear in Cisco Desktop Administrator (CDA)
76
Agents Do Not Appear in the Resources Area in the Unified CCX Configuration Web Page
77
You Cannot Select the Order of Agents
77
Agent Does Not Go to Work State after Handling a Call
77
A Media Step Causes a Could Not Create Playpromptdialog Object Exception
78
Unable to Make any Unified CCX Configuration Changes
78
Some Resource Selection Criteria Are Missing
78
Unable to Record an Agent
79
Sometimes the Supervisor Can Monitor and Record an Agent and Sometimes He Cannot
79
Calls to Unified CCX Route Points Are Disconnected
79
Calls Are Not Routed to Agents
79
Agents Do Not Show in a CSQ
80
Caller Gets Dropped When an Attempt Is Made to Recall a Unified CCX Agent Extension after the Agent Previously Parked the Call
80
Updating a NIC Driver Disables Silent Monitoring and Recording
80
Cisco Unified IP IVR Problems
81
Cisco Unified IP IVR Drops Callers When Transferring to an Extension
81
Prompts Play in Language
81
Some Prompts Do Not Play
82
Some Prompts in a Script Play in the Language Specified and Other Prompts Play in English
82
A Prompt Plays Phrases in the Wrong Order
82
CRS Administration Problems
82
The CRS Administration Authentication Web Page Is Not Available
83
Uploading a License File Can Result in a Warning Message
84
User Cannot Log in to the CRS Web Page
84
Refreshing Subflow Script Does Not Update Parent Scripts
84
Unified Communications Manager Users Display in Random Order
84
CRS Supervisor Web Page Cannot be Viewed from CRS Server
85
Database Table Fields Used by Wallboard Store Data in Milliseconds
85
Management Pages Display Error Message When Selected
85
Zip File Does Not Auto Unzip on Document Management Page
86
Invalid Files Message Displays While Uploading a Zip File of Prompts
86
A Component Manager Goes into Partial Service When Uploading a Zip File
87
High Call Rejection Rate under Heavy Load
87
CRS Admin Utility Problems
87
The Cluster Is Not in Synchronization
88
CRS Admin Utility Exits or Does Not Come up after Login
88
The CRS Admin Utility Fails Due to Data Corruption
88
The CRS Admin Utility will Not Run on a None Bootstrap Node
89
The CRS Admin Utility will Not Run Since the Node Manager Hung
89
CRS Database Problems
89
Cannot Configure Application or System Parameters from Their Pages in CRS Administration
90
HR Client Login Error
90
Cannot Activate DB Components on HA Node
90
CRS Databases Are Not Purged as Expected
90
Historical Database Db_Cra Is Full
91
E-Mail Notification of Database Purging Activities Is Not Sent
91
Syslog or SNMP Trap Notification of Database Purging Activities Is Not Sent
92
CRS Editor Problems
92
Change a String Variable to an Integer
92
Accept Step Error During Active Debug
92
Error Occurs with Reactive Debugging Tool
93
CRS Engine Problems
93
Agent Cannot Go Ready after Logging in
94
Voice Browser Step Throws an Exception
94
CRS Engine Does Not Start and an RMI Port in Use Error Appears
94
Attempting to Start the Cisco CRS Node Manager Service Causes an Error 1067
95
Attempting to Start the Cisco CRS Node Manager Service Causes an Error 1069
95
Application Subsystem Is in Partial Service
95
CRS Engine Is Running but Calls Are Not Answered
96
Changing the Time on CRS Machines Results in Agents Getting Logged off
96
An Error Message Plays When Calling a CTI Route Point
97
Changes to Applications Do Not Register
97
Call Drops During Transfer over Gateway
98
H.323 Client DTMF Digits Not Detected
98
Redirected Call Is Disconnected
98
The CRS Server Runs out of Disk Space
99
CRS Server Runs at 100% Capacity or Is very Slow
99
Database Subsystem Goes into Partial Service
100
JTAPI Subsystem Is in Partial Service
101
Unable to Connect to JTAPI Provider
101
The Simple Recognition Step Takes the Unsuccessful Branch
102
Calling Party and CRS Do Not Have Common Codec
102
Prompts with Incorrect Codec Being Played out
102
Prompt Exception in CRS Engine Log File
103
CRS Engine Does Not Start
103
Application Subsystem in Partial Service and Application Running for an Unexpectedly Long Time
103
CRS Server and Active Directory Integration Results in some Services Being Unregistered
104
CRS Real-Time Reporting Problems
104
Attempting to Run a Real-Time Report Causes an Error
104
After Installing JRE, the User Receives a Message from Real-Time Reporting Saying to Install JRE
105
CRS Historical Reporting Problems
105
Exported PDF Report Does Not Print in Landscape Orientation
106
User Login Missing in Windows XP after Installing HR Client
106
Client and Server Security Policies Do Not Match
107
Charts Do Not Appear Properly in MS Excel Format
107
Columns of Data Missing in Report in MS Excel Format
107
Records Truncated in Report in MS Excel Format
107
Agent Names Overwritten on Charts
108
RTF Report Containing Charts Has Tabular Report Headings
108
Scheduler Icon Does Not Appear on Terminal Services Client
108
Reports Do Not Execute at Scheduled Times
108
Search Dialog Box and Preview Tab Appear in English on Windows System with Locale Set to German
109
Dialog Box Does Not Appear as Expected When Report Is Exported
109
Error When Choosing an Option from the Historical Reporting Web Page
109
Scheduled Historical Reports Do Not Run
110
The SQL Command Failed Dialog Box Appears When You Try to Generate a Historical Report
110
Truncated Report Description in Historical Reports Client
110
A Database Connection Error 5051 Error Appears
111
Some Information Appears in English on a German System
111
The Historical Reports Client Computer Cannot Connect to the CRS Server
111
Cannot Point to Local Applications from the Database Server Configuration Page
112
Export File Name Does Not Appear in Export Dialog Box
112
Attempt to Log in to the CRS Server from the Historical Reporting Client Fails and an Error Message Is Returned
113
Only Three Report Templates Available for Unified CCX Standard
113
Discrepancy in Number of ACD Calls Shown on Custom Reports
114
Priority Summary Activity Report Chart Prints Only Partly in Color
114
Scheduled Historical Reports Do Not Run and Message Appears in Ciscosch.log File
114
Historical Reporting Client Stops Working; Attempt to Log in Again Results in Error Messages
115
Historical Reporting Client Window Shows Nothing in User Drop-Down Menu
115
Columns Displaced in Excel Spreadsheet When Exporting a Report
116
Scheduler DOS Exception Error Received When Running a Custom Report
116
Scheduler Icon Does Not Appear in Windows Status Bar
116
Automatic Speech Recognition (ASR) Problems
117
Names Are Not Recognized
117
Recognition Never Times out
118
Alternate Pronunciations and Nicknames Are Not Recognized
118
Reduced Call Completion Rate under Heavy Load While Using an MRCP ASR Group
118
MRCP ASR Subsystem Is out of Service
119
Changes, Additions, or Deletions to MRCP ASR Providers, MRCP Servers, or Groups Do Not Take Effect
119
Calling a Route Point with an MRCP ASR Dialog Group Results in Default Treatment
120
Error Message Appears Indicating Connection with Database Is Broken
117
Outbound Problems
120
Agent Does Skip or Skip-Close but Does Not Stay Reserved
120
Agent Is Not Getting Callbacks
121
Agent Is Ready but Does Not Get an Outbound Call for up to Two Minutes
121
Errors Placing Outbound Calls
122
Not All Contacts Get Imported
122
Csqs Configured under the Rmcm Subsystem
122
Outbound Buttons Do Not Show up on CAD
122
Outbound Buttons Show up but Are Disabled on CAD
123
Outbound Calls Are Not Getting Dialed
123
Outbound Call Volume Is Low
123
Outbound System Service Is Not in Service
124
RTR Outbound Reports Do Not Show All Possible Reclassification
124
Text-To-Speech (TTS) Problems
124
Provider Becomes IN_SERVICE Immediately
125
A TTS Prompt will Not Play
125
A TTS Prompt Is Not Recognizable
126
MRCP TTS Subsystem Is out of Service
126
Long TTS Prompts Consume Significant Memory on CRS Server
126
Non-UTF-8 Characters Needed for some Languages
127
A .Wav File Prompt Playback Is Garbled When Played by a TTS Server
127
Changes, Additions, or Deletions to MRCP TTS Providers, MRCP Servers, Locales, or Genders Do Not Take Effect
128
Serviceability Problems
128
SNMP-Based Network Management Tools Cannot Monitor CRS Components
129
File Manager in Partial Service
129
SNMP Traps Do Not Arrive at the Trap Receiver
129
Syslog Messages Not Received by Receiver
130
The Alarm Service Does Not Start
131
Serviceability Does Not Uninstall Completely
131
Updating Data with the Serviceability Tool on One Node Does Not Update Other Nodes
131
Virus Scan Software Slows Call Completion Rate
132
CRS Internationalization Problems
132
Results Not as Expected for First Name and Last Name in Chinese, Japanese, and Korean
132
Language Specified Is Not Accepted or Played
133
VXML Problems
133
Voice Browser Step Troubleshooting Steps
133
Timeout Attribute for Non-Input Does Not Work
134
Menu Choice DTMF Does Not Work
134
High Availability and Bootstrap
135
Transaction Manager Cannot Start
135
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
135
High Availability and Failover
136
Previously Configured Log File Size Is Not Preserved after System Upgrade
136
Conflicts in Datastore Control Center History
137
Cannot Make Configuration Changes in HA Cluster
137
Cannot Make Configuration Changes in Rmcm Subsystem
137
Service Constantly Shows Invalid
138
CRS Server Keeps Rebooting Due to CRS Node Manager Failure
138
Cluster Is in Partial Service
138
Server Is in Partial Service
139
CRS Does Not Accept Call or Function Properly
139
Service Master/Slave Status Is Not Shown on CRS Administration Control Center
139
Cluster Time Synch Fails
140
CRS Servers Respond Slowly in HA Environment
140
Multilple Failovers with High CPU Usage
140
Voip Monitor Problems
140
Voip Monitor Does Does Not Work Correctly
141
CRS Fails to Start
141
I N D E X
143
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