UCCX Important Links :

Following are good links for UCCX which can help a lot in troubleshooting for many problems that we face in day to day Contact Centre Administration :

 

 

A

• A .wav file prompt playback is garbled when played by a TTS server
• A Component Manager goes into partial service when uploading a zip file
• A Database Connection Error 5051 error appears
• A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service
• A media step causes a Could not create PlayPromptDialog Object exception
• Accept step error during active debug
• After creating the datasource and System DSN, it is not getting displayed in the editor step
• After installing JRE, the user receives a message from real-time reporting saying to install JRE
• After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail.
• After the replication between Primary/Secondary was created, the initial snapshot was successful but the merge agents would fail
• After the upgrade SQL Server got changed to MSDE
• Agent alternates between Reserved and Ready state
• Agent and customer start hearing UCCX recordings played over their conversation
• Agent automatically put into Ready state
• Agent cannot go Ready after logging in
• Agent cannot log in on restricted line
• Agent cannot log in on shared line
• Agent does not go to Work state after handling a call
• Agent does skip or skip-close but does not stay reserved
• Agent has invalid state transition from Reserved to Available to Talking
• Agent in Reserved state but the consult transfer fails repeatedly
• Agent is not getting callbacks
• Agent is ready but does not get an Outbound call for up to two minutes
• Agent names overwritten on charts
• Agent or CSQ does not appear in CDA
• Agent stuck in Reserved state
• Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs
• Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ CONSULT CONTACT
• Agent toggles between Reserved and Ready state
• Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's
• Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page
• Agents do not show in a CSQ
• Agents, Supervisors, or Teams are out of synch
• Alternate pronunciations and nicknames are not recognized
• An error message plays when calling a CTI route point
• Application subsystem in partial service and application running for an unexpectedly long time
• Application subsystem is in partial service
• ApplicationMaxSessionsException
• Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting client fails and an error message is returned
• Attempting to run a real-time report causes an error
• Attempting to start the Cisco Unified CCX Node Manager service causes an error 1067
• Attempting to start the Cisco Unified CCX Node Manager service causes an error 1069
• Automated Attendant prompt is not played

B

• Backup failed for a One or Two-Node system
• Backup, Restore, and Upgrade cannot be started from a client desktop

C

• CDP Protocol Driver missing in Device Manager
• CRS 4.5 profile name is missing
• Call aborted due to WFMaxExecutedStepsExceededException
• Call drops during transfer over gateway
• Call fails if agent doesn’t pick the call in the first two rings
• Call fails with CallCtlConnFailed event
• Call redirected from one RP to the other multiple times with Redirect Step
• Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)
• Callers hear a fast busy while calling the JTAPI triggers
• Calling a route point with an MRCP ASR Dialog Group results in default treatment
• Calling party and Cisco Unified CCX do not have common codec
• Calls are not routed to agents
• Calls are sometimes not delivered accordingly to Skill Competence when Resource Selection Criteria is Most Skilled
• Calls fail with CTIERR TIMEOUT=0x8ccc0001::Cti request timed out
• Calls to Cisco Unified CCX route points are disconnected
• Can't create a new Datasource from the Appadmin
• Cannot activate DB components on HA node
• Cannot activate Datastore components on HA node
• Cannot activate datastores on second node in HA deployment. On node2 DB version in Bootstrap 8.00.2187 does not match actual Database Engine version 8.00.2282
• Cannot configure Application or System parameters from the Cisco Unified CCX Administration
• Cannot configure Application or System parameters from their pages in Cisco Unified CCX Administration

C cont.

• Cannot make configuration changes in HA cluster
• Cannot make configuration changes in RmCm Subsystem
• Cannot point to local applications from the Database Server Configuration page
• Change a string variable to an integer
• Changes to applications do not register
• Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect
• Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect
• Changing the time in Cisco Unified CCX machines results in agents getting logged off
• Charts do not appear properly in MS Excel format
• Cisco Unified CCX Admin Utility exits or does not come up after login
• Cisco Unified CCX Databases are not purged as expected
• Cisco Unified CCX Engine does not start
• Cisco Unified CCX Engine does not start and an RMI port in use error appears
• Cisco Unified CCX Engine is running but calls are not answered
• Cisco Unified CCX Server and Active Directory integration results in some services being unregistered
• Cisco Unified CCX Server runs at 100% capacity or is slow
• Cisco Unified CCX Servers respond slowly in a High Availability environment
• Cisco Unified CCX Supervisor web page cannot be viewed from Cisco Unified CCX Server
• Cisco Unified CCX does not accept a call or function properly
• Cisco Unified CCX fails to start
• Cisco Unified CCX server keeps rebooting due to Cisco Unified CCX Node Manager failure
• Cisco Unified CM users display in random order
• Cisco Unified CME triggers with 2811/CME router are not working
• Client and Server security policies do not match
• Cluster is in partial service
• Cluster time synch fails
• Codec Mismatch between Caller and CTI Port
• Codec support issues
• Columns displaced in Excel spreadsheet when exporting a report
• Columns of data missing in report in MS Excel format
• Common Cause Codes and Meta Codes in JTAPI
• Common Cause Codes, Meta Codes, Failure Reasons in JTAPI
• Commonly used regular expressions
• Config datastore activation failed.java.sql.SQLException: The operation could not be performed because the OLE DB provider 'SQLOLEDB' was unable to begin a distributed transaction
• Configuration issues
• Conflicts in Datastore Control Center history
• Consult call fails with RESOURCE BUSY
• Contact entry is stuck in real-time reporting
• Could not meet post conditions of call.transfer
• Creation of Outbound trigger DN on UCCX fails

D

• DB Write is failing with Exception: java.sql.SQLException: No row count was produced ExecuteUpdate Error Occurred
• DBAccessor errors while CVD start up
• Database Subsystem fails to connect to MS SQL server
• Database Subsystem goes into partial service
• Database table fields used by wallboard store data in milliseconds
• Datastore component activations fails when trying to activate node2 components
• Dial by name does not find the specified server
• Dialog box does not appear as expected when report is exported
• Discrepancy in number of ACD calls shown on custom reports
• During Backup, Restore, or Upgrade, an exception is seen in user interface
• During the backup process, the backup window is accidentally closed

E

• E-mail notification of database purging activities is not sent
• Enabling CME Tracing
• Enterprise Database Subsystem is in out of service or in partial service
• Error in Cisco Unified CCX Administration when trying to upload a large prompt.wav file
• Error in IE (Class doesn't support Automation)
• Error message appears indicating connection with database is broken
• Error occurs with Reactive Debugging Tool
• Error when choosing an option from the Historical Reporting web page
• Errors placing Outbound calls
• Export file name does not appear in Export dialog box
• Exported PDF report does not print in landscape orientation

F

• Failure when Updating Outbound Subsystem Configuration
• File Manager in partial service
• Filter by skill/team/resourcegroup not working
• From the log: Login failed for user '(null)'. Root cause: Not associated with a trusted SQL Server connection

G

• Gets the following exception while uploading prompt, grammar, document using editor steps inside the workflow script

G cont.

• Guide to read MIVR logs for a simple ICD call
• Guide to reading MIVR logs for Telephony Issues - ICD Call Flow
• Guide to reading MIVR logs for Telephony Issues - IVR Call Flow

H

• H.323 client DTMF digits not detected
• HR client login error
• 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
• High call rejection rate under heavy load
• Historical Database db cra is full
• Historical Reporting Client stops working; attempt to log in again results in error messages
• Historical Reporting Client window shows nothing in the user drop-down menu
• Historical Reports Gives VB List Box Error on Detailed Call Reports
• How to escalate an issue to IPCBU JTAPI team

I

• In the Appadmin DB control center node 2 data store is not present in an HA setup
• IncompatibleSessionException seen in MIVR logs
• Intermittent Translation Route to VRU failure.
• Invalid Script
• Invalid files message displays while uploading a zip file of prompts
• Issues in JTAPI Port Recovery

J

• JTAPI Exception during redirect, accept, answer, transfer request
• JTAPI provider goes out of service
• JTAPI subsystem is in partial service

L

• Language specified is not accepted or played
• Log Levels for issues related to Routing and Queuing
• Logs to be enabled for IVR issues
• Long TTS prompts consume significant memory on Cisco Unified CCX Server

M

• MRCP ASR subsystem is out of service
• MRCP TTS subsystem is out of service
• Management pages display error message when selected
• Media Setup Failure
• Menu Choice DTMF does not work
• Missing AddrInService events
• Multiple failovers with high CPU usage
• Multiple transfer failures

N

• Names are not recognized
• Node Manager service will not stay up due to Bootstrap manager failing to start.
• Node2 config and historical datastore component activation fails with the error message:java.rmi.NoSuchObjectException: no such object in table
• Node2 datastore component activation is failing
• Non-UTF-8 characters needed for some languages
• Not able to activate config datastore from node2 of a CCX HA setup
• Not able to activate config datastore from node2 of a CCX HA setup.Insert Error: Column name or number of supplied values does not match table definition.
• Not able to view/edit rmcm configurations from node2 appadmin in an HA setup
• Not all contacts get imported
• Null or Default Application Task

O

• On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem
• One node on a Cisco Unified CCX 7.0(1) two-node cluster crashes beyond repair
• Only three report templates are available for Cisco Unified CCX Standard
• Outbound System Service is not in service
• Outbound agents are ready for long time with available contacts
• Outbound buttons do not show up on CAD
• Outbound buttons show up but are disabled on CAD
• Outbound call volume is low
• Outbound calls are not getting dialed

P

• Page Not Found message is displayed during Restore or Upgrade
• Possible Issues in an ICD call flow
• Pressing hash character truncates the prompt and the prompts that follow are not played
• Primary key violation exception in the MIVR logs while trying to insert a historical record to the Database table
• Priority Summary Activity Report chart prints only partly in color
• Prompt Exception in Cisco Unified CCX Engine log file
• Prompts with incorrect codec being played out
• Provider becomes IN SERVICE immediately
• Purge command did not purge data

R

• REMOTE TIMEOUT - No idle channels
• RESOURCE FORWARDING
• RESOURCE NOT ACKNOWLEDGING
• RTF Report containing charts has tabular report headings
• RTR Outbound reports do not show all possible reclassification
• Recognition never times out
  
• 
  Records truncated in report in MS Excel format
• Redirected call is disconnected
• Reduced call completion rate under heavy load while using an MRCP ASR Group
• Refreshing subflow script does not update parent scripts
• Regarding Enterprise Database driver usage
• Replication Failure seen in the DB control center Appadmin page
• Replication broken between the two nodes
• Reports do not execute at scheduled times
• Restore error in HA deployment when backup and restore is performed on different nodes
• Restore error in HA deployment when tape drive moved
• Restore failed for a one-node system
• Restore failed on a two-node system that had run before the Restore
• Restore failed on a two-node system that was re-imaged
• Restore fails due to a file not being found
• Results not as expected for first name and last name in Chinese, Japanese, and Korean
• RmCm remains in Initializing state
• RmCm subsystem is out of service
• RmCm subsystem remains INITIALIZING

S

• SETUP FAIL
• SETUP TIMEOUT
• SNMP traps do not arrive at the trap receiver
• SNMP-based network management tools cannot monitor Cisco Unified CCX components
• SQL Agent crash with Red X Mark, and the Node Manager is down
• SQL Agent crash with Red X Mark, and then NM down
• SQLException while uploading prompt, grammar, document using editor steps inside the workflow script
• SUPERVISE CALL REQ type barge in without AgentCallID
• Same call is presented to two agents
• Scheduled Historical Reports do not run
• Scheduled Historical Reports do not run and message appears in CiscoSch.log file
• Scheduler DOS exception error received when running a custom report
• Scheduler icon does not appear in Windows status bar
• Scheduler icon does not appear on Terminal Services client
• Search dialog box and Preview tab appear in English on Windows system with locale set to German

S cont.

• Server is in partial service
• Service Master/Slave status is not shown on Cisco Unified CCX Administration Control Center
• Service constantly shows Invalid
• Serviceability does not uninstall completely
• Some RmCm configuration is missing after upgrade
• Some information appears in English on a German system
• Some resource selection criteria are missing
• Sometimes the supervisor can monitor and record an agent and sometimes he cannot
• Standard CTI Enabled role for JTAPI user
• Syslog messages not received by receiver
• Syslog or SNMP trap notification of database purging activities is not sent

T

• TRIGGER FAIL
• TRIGGER MAX SESSION
• TTS Prompt does not play
• TTS prompt is not recognizable
• Telephony Subsystem in Partial Service - calculateGroupReadiness indicates groups NOT READY
• The Alarm Service does not start
• The Cisco Unified CCX Admin Utility fails due to data corruption
• The Cisco Unified CCX Admin Utility will not run on a non bootstrap node
• The Cisco Unified CCX Admin Utility will not run since the Node Manager hung
• The Cisco Unified CCX Administration Authentication web page is not available
• The Cisco Unified CCX server runs out of disk space
• The Historical Reports client computer cannot connect to the Cisco Unified CCX server
• The IPCC server is loosing the ODBC connection after running fine for some time
• The SQL Command Failed dialog box appears when you try to generate a historical report
• The Simple Recognition step takes the unsuccessful branch
• The cluster is not in synchronization
• There is an error displayed in the appadmin while trying to modify the Datasource configuration
• There is not enough space for inserting historical data in the database
• Timeout attribute for non-input does not work
• Total logged in hours for agent very high after name change
• Transaction Manager cannot start
• Transfer does not receive CiscoTransferEndEv
• Transfer success is false

T cont.

• Trigger Configuration Error
• Trigger partition change causes JTAPI subsystem to go to Partial Service
• Troubleshooting JTAPI CCN Exceptions
• Truncated report description in Historical Reports client

U

• UCM Telephony SS Out Of Service - DB ACCESS ERROR
• UCM Telephony SS Out Of Service - Unable to create provider
• UCM Telephony SS Out Of Service/Partial Service - Unable to Register CTI Port/Route Point
• UCM Telephony SS in partial service after fall back to Node1
• Unable to connect to JTAPI provider
• Unable to make any Cisco Unified CCX configuration changes
• Unable to record an agent
• Unified CCX stops working after Unified CME is rebuilt after crash
• Uninstall SQL hotfix 2282 is failing
• Updating Data with the Serviceability Tool on One Node does not Update Other Nodes
• Updating a NIC driver disables silent monitoring and recording
• Uploading Scripts to Unified CCX throws error
• Uploading a license file can result in a warning message
• User Authentication error during CUCM configuration
• User cannot log in to the Cisco Unified CCX web page
• User login missing in Windows XP after installing HR client

V

• Virus Scan software slows Call Completion Rate
• VoIP Monitor does not list some phone devices
• VoIP Monitor tab of the CDA gives an error
• VoIP monitor does not work correctly
• Voice Browser Step troubleshooting steps
• Voice Browser step throws an exception

W

• When agent drops from conference, all parties on conference are dropped
• When trying to delete and create a new Datsource from the appadmin page, there is an error stating Datasource with the same name exists
• Which reports should be used to determine BHCA and BHCC?
• While doing some configuration change from the Appadmin gets the following error: "Error updating Database"

Y

• You cannot select the order of agents

Z

• Zip file does not auto unzip on Document Management page
• 
  

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