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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
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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
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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 Documentation 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 Definit
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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
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Contents 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 CHAPTER 5 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
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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 Attend
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Contents CRS Administration Problems 8-18 The CRS Administration Authentication web page is not available 8-19 Uploading a license file can result in a 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 milliseco
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Contents 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 J
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Contents 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 Discrep
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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 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 8-6
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Contents 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 INDEX Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) ix
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Contents Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1) x
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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 Serviceability Provides an overview
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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 mi
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Preface Convention Description window font Window font, such as Courier, is used for the following: Text as it appears in code or that the window displays. Example:
Cisco Systems,Inc. < > Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output. A character string that the user enters but that does not appear on the window such as a password. Obtaining Documentation Cisco documentati
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Preface Ordering Documentation You must be a registered Cisco.com user to access 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 com
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Preface 1 408 525-6532 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 Polic
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Preface 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 & 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 past
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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 negativ
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Preface 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 “What’s New in Cisco Documentation” is an online publication that provides information about the latest documentation releases for Cisco products. Updated monthly, this onli
