Cisco CAD Troubleshooting Guide CAD 7.6 for Cisco Unified Contact Center Enterprise Release 7.5 Revised March 2012 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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.
Contents 1 2 Introduction 7 ■ CAD Documentation 7 ■ CAD 7.
Contents ■ Configuration Files 27 Configuring the Recording and Statistics Service ■ 28 Debugging Logs 29 Turning on Debugging 29 Downloading the CadBE.properties File Debugging Thresholds 30 31 Enabling Debugging for Java Applications 31 Enabling Debugging for non-Java Applications 32 Enabling Debugging for Desktop Monitoring Console 5 Troubleshooting 35 ■ Services 35 Restarting Services 35 Service Names/Executables ■ 35 Converting Recordings From *.raw to *.
Contents ■ Agent State Problems 53 ■ CAD-BE Problems ■ CAD Service Problems 64 ■ Chat Problems 67 ■ Desktop Administrator Problems 68 ■ Desktop Monitoring Console Problems 69 ■ Desktop Presence Administrator Problems 70 ■ Enterprise Data Problems 76 ■ Enterprise Service Problems 77 ■ Install and Upgrade Problems 78 ■ IP Phone Agent Problems ■ LDAP Monitor Problems 83 ■ Login and Logout Problems 86 ■ Macro Problems 90 ■ Phone Book Problems 94 ■ Recording, Monitoring, and Playb
Contents
Introduction 1 CAD Documentation The following documents contain additional information about CAD 7.6.
Cisco CAD Troubleshooting Guide CAD 7.6 Applications CAD 7.
Version Information Version Information All CAD applications include version information. This can be obtained by: ■ Checking the About dialog box (choosing Help > About on desktop application menu bars or the Help button on the toolbar) ■ Right-clicking the application executable and selecting Properties from the resulting menu ■ Opening *.jar and *.war files with WinZip and locating the Manifest.
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Capacity and Performance Guidelines 2 Service Autorecovery Fault Tolerance CAD 7.6 uses the “warm standby” approach to fault tolerance and autorecovery. No manual intervention is required to recover a failed service. Data and features might be lost at the time of the failure. For instance: ■ Active monitoring and recording is stopped. They can be restarted manually after the failover. ■ Enterprise data for the call in progress is lost at the time of the failure.
Cisco CAD Troubleshooting Guide ■ LRM service ■ Recording and Statistics service The LRM service controls the failover logic for this subset. Two failures of the same service within five minutes causes failover of the subset. One LRM failure causes failover of the subset.
Service Autorecovery BIPPA Service The BIPPA service pushes an error screen to all of the agents logged into IP Phone Agent when it detects a failover in Unified Intelligent Contact Management (Unified ICM). During the time the BIPPA service is unable to communicate with Unified ICM, any attempt to change agent state or perform other IP Phone Agent functionality returns the service error screen.
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Technical Package Information 3 Port Utilization Consult the Cisco Contact Center Product Port Utilization Guide for a complete listing of ports and connection types used in CAD 7.6.
Cisco CAD Troubleshooting Guide Registry Entries The following tables list the configurable registry entries used by CAD services. CAUTION: Do not modify the values of any registry entries that are not listed in the tables in this chapter. Changing the values of undocumented registry entries might cause data loss and negatively impact product functionality. Site Setup HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Site Setup Table 1.
Registry Entries Table 1. Site setup registry entries(cont’d) Key Value Type Description Site Setup (cont’d) LDAP Host 1 string LDAP service hostname/IP address. There can be multiple LDAP hosts. LDAP LCC string Default logical contact center. Default = Call Center 1. LDAP Port 1 dword LDAP service port. There can be multiple LDAP ports. Default = 38983. LDAP Pwd string Encrypted user password. LDAP Recovery Retry Time dword Recovery retry time, in milliseconds. Default = 3000.
Cisco CAD Troubleshooting Guide Recording & Playback Service HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Recording & Playback Client\ Table 3. 18 Recording & Playback registry entries Key Value Type Description setup From Client Port dword The port on the supervisor’s desktop that is used to receive the “From Agent” audio stream for playback sessions. Jitter Buffer dword The amount of voice data to buffer before playing. Default value = 1000 ms.
Registry Entries Recording & Playback Service HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Recording and Playback Server\ Table 4. March 2012 Recording & Playback service registry entries Key Value Type Description config Audio Directory string The full path to the directory that will hold the audio files of recorded calls. Change this value only if the default directory cannot be used.
Cisco CAD Troubleshooting Guide Recording and Statistics Service HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\RASCAL Server\ Table 5. 20 Recording and Statistics service registry entries Key Value Type Description config DB Admin Account string Account that the SQL Server CADSQL instance runs under. DB Admin Created dword A value that indicates if the installation created the DB Admin Account. DB Admin Group string The group that the DB Admin Account belongs to.
Registry Entries VoIP Monitor Client HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\VoIP Monitor Client\ Table 6. March 2012 VoIP Monitor client registry entries Key Value Type Description config FROM AGENT PORT dword IP port for RTP stream being sent from IP agent. Default value = 59012. Port must be an even number. The next port is reserved for RTCP stream. JITTER BUFFER dword The amount of voice data to buffer before playing. Default value = 400 ms.
Cisco CAD Troubleshooting Guide VoIP Monitor Client (Optional) These registry entries should not be needed because the VoIP Monitor recording API has built-in defaults. They can be used to override the defaults. HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\VoIP Monitor Client Table 7. 22 VOIP Monitor client registry entries Key Value Type Description Setup Recording Jitter Buffer dword The number of milliseconds that a packet expires for recording.
Configuration Files, Logs, and Debugging 4 Introduction CAD events and errors are recorded in log files. CAD services and desktop applications can be configured by modifying the appropriate configuration file. This chapter contains information about the following topics.
Cisco CAD Troubleshooting Guide Event, Error, and Chat Logs Logs are listings of CAD events, errors, and chat messages. Event, error, and chat message logging is always enabled. Events may represent the following: ■ Actions taken by a Desktop application ■ Implications of user-defined configuration settings ■ Limitations of the hardware Error codes are brief descriptions of system events. The CAD Chat client logs all agent-to-agent, agent-to-supervisor and agent-to-SME chat messages.
Event, Error, and Chat Logs Table 8. March 2012 CAD event, error, and chat message logs(cont’d) Service/Application Log Name Chat client monday.txt, tuesday.txt, wednesday.txt, thursday.txt, friday.txt, saturday.txt, sunday.txt Chat service FCCServer.log Desktop Administrator: Desktop Configuration administrator.log Desktop Administrator: Enterprise Data Configuration TSSPAdm.log Desktop Administrator: framework Splkview.log Desktop Administrator: Unified CCE Configuration IPCCAdm.
Cisco CAD Troubleshooting Guide Table 8. CAD event, error, and chat message logs(cont’d) Service/Application Log Name Supervisor Workflow Administrator SWFAdmin.log Sync service DirAccessSynSvr.log VoIP Monitor service FCVoIPMonSvr.log CIsco Agent Desktop Chat Logs All Agent Desktop chat conversations are automatically archived in plain text log files and kept for one week.
Configuration Files Configuration Files Table 9 lists the configuration files used by CAD services and applications. For instructions about how to modify one of these configuration files to enable debugging, see "Debugging Logs" on page 29. Table 9. March 2012 CAD configuration files Application/Service Configuration File Agent Desktop agent.cfg Backup and Restore utility CDBRTool.cfg BIPPA service IPPASvr.cfg CAD Configuration Setup PostInstall.cfg CAD-BE CadBE.
Cisco CAD Troubleshooting Guide Table 9. CAD configuration files(cont’d) Application/Service Configuration File Supervisor Workflow Administrator SWFAdmin.cfg Sync service DirAccessSynSvr.cfg VoIP Monitor service FCVoIPMonSvr.cfg Configuring the Recording and Statistics Service You can choose to include or exclude outbound calls in call totals that are displayed in agent call logs and statistics reports.
Debugging Logs Debugging Logs CAD can create debugging logs, although by default this capability is disabled. If you want debugging turned on, you must edit the appropriate configuration file. Debugging information is written to the various debug files, all of which have a *.dbg suffix. These files are located in the …\Cisco\Desktop\log directory.
Cisco CAD Troubleshooting Guide For a complete list of services/applications and their corresponding configuration files, see Table 9 on page 27. Downloading the CadBE.properties File To download the CadBE.properties file: 1. Open your web browser and access the following URL, where is the IP address of the server on which the CAD services are installed. The Agent Desktop/Supervisor Desktop/CAD-BE Installation web page appears. http://:8088/TUP/CAD/Install.htm 2.
Debugging Logs Table 11. Properties file location and additional actions(cont’d) Operating System Browser Location of properties file/additional actions Linux Mozilla Firefox Save the properties file to your home directory. Debugging Thresholds When setting the debugging threshold, keep in mind that the more detail the threshold provides, the slower the performance of your PC and increases the size of the debug file.
Cisco CAD Troubleshooting Guide #log4j.rootLogger=INFO,LOG,DBG log4j.rootLogger=DEBUG,LOG,DBG #log4j.rootLogger=CALL#com.spanlink.util.log.SplkLevel,LOG,DBG #log4j.rootLogger=TRACE,LOG,DBG #log4j.rootLogger=DUMP#com.spanlink.util.log.SplkLevel,LOG,DBG 3. Add the ‘#’ character to the beginning of the existing debugging threshold statement. Then either add a new debugging threshold statement or remove the ‘#’ character at the beginning of the desired debugging threshold statement if it already exists.
Debugging Logs log4j.rootLogger= … Option Messages Recorded DEBUG Debug messages. INFO Debug and informational messages WARN Debug, informational, and warning messages. ERROR Debug, informational, warning, and error messages FATAL Debug, informational, warning, error, and fatal messages ALL All messages. OFF Debugging is turned off. 4. Replace with one of the debugging levels listed below. 5. Save the configuration file with the new setting.
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Troubleshooting 5 Services Restarting Services If you have to stop the services, you can restart them in any order. Service Names/Executables If you need to check if a service is running, use the following table to match what is shown in the Services window (accessed through the Windows Control Panel) with a particular executable. Table 13. March 2012 Service names and executables Service Name Executable Cisco Browser and IP Phone Agent Service IPPASvr.exe Cisco Chat Service FCCServer.
Cisco CAD Troubleshooting Guide Converting Recordings From *.raw to *.wav Format Recordings made by supervisors are archived as raw voice data packets; they can only be reviewed using the Supervisor Record Viewer. However, if you wish to permanently save selected recordings as .wav files, you can use either of two methods: ■ Using the “Play and Save” button in Supervisor Record Viewer and saving the recording to a selected folder ■ Using the raw2wav.
Converting Recordings From *.raw to *.wav Format The utility finds the location of the *.raw files from the registry. If the registry does not have this information, the utility assumes that the location is the folder C:\Program Files\Cisco\Desktop_Audio. The utility writes the converted *.wav files to a folder it creates located at C:\Program Files\Cisco\Desktop_wav. The utility syntax is: raw2wav.exe where is either the .to.raw or .from.raw file.
Cisco CAD Troubleshooting Guide If you want the batch file to run automatically on specific days at a specific time, the Windows “at” command can be used. For example, if you want convert.bat to run automatically every 13th and 23rd day of the month at 1:46 pm, do the following: 1. Put convert.bat in the C:\Program Files\Cisco\Desktop\bin folder. 2. Open a command window and enter the following DOS command: at 1:46p /every:13,23 cmd /c "c:\program files\cisco\desktop\bin\convert.bat" ^> c:\splkconvert.
ShowLicenseUsage Utility ShowLicenseUsage Utility NOTE: This utility has not been tested thoroughly; it is provided on an as-is basis only. The ShowLicenseUsage utility can be run to view the IP addresses of clients that are consuming desktop seats or are running Cisco Desktop Administrator or Cisco Workflow Administrator. For IP Phone Agent and CAD–BE seats, the IP address is the IP address of the active Browser and IP Phone Agent (BIPPA) service.
Cisco CAD Troubleshooting Guide Table 14. ShowLicenseUsage result headings(cont’d) 40 Result Heading Description admin - enterprise Lists users of Cisco Work Flow Administrator and Cisco Desktop Administrator. admin - personnel Not used in this version. admin - cti config Not used in this version. seat Lists users of Cisco Agent Desktop, Cisco Agent Desktop—Browser Edition, Cisco IP Phone Agent, and Cisco Supervisor Desktop.
Recovering the Directory Services Database Recovering the Directory Services Database Corrupted Directory Services Database If the Directory Services database becomes corrupted, complete the following steps. To recover the Directory Services database (Method 1): 1. On the PC hosting the database, stop the LDAP Monitor service. 2. Open a command window and change directories to …Cisco\Desktop\bin (the drive and exact location of this directory depends on where the services were installed). 3.
Cisco CAD Troubleshooting Guide Out of Sync Directory Services Databases The secondary Directory Services database can become out of sync with the primary Directory Services database. A possible reason for this to occur is that the secondary database was reinstalled. Follow these steps to sync up the two databases: 1. On the PC hosting the primary database, stop the LDAP Monitor service. 2. Remove all contents from the files repl.log and repl.log.lock from the …\Cisco\Desktop\database directory. 3.
Recovering the Directory Services Database 15. Type exit and press Enter to close the DOS window. 16. Type exit and press Enter to close the DOS window. 17. Restart the LDAP Monitor service on the secondary computer. 18. Restart the LDAP Monitor service on the primary computer.
Cisco CAD Troubleshooting Guide Diagnostic Procedures Basic Checks When CAD has problems, check that: ■ The computers that host CAD services, Unified CM, Unified ICM, and other system components are running. ■ The registry is correct (see "Registry Check" on page 44). ■ The network is set up correctly (see "Network Check" on page 44). ■ The CAD services are running and active (see "Active Service Check" on page 44). ■ The CAD Configuration Setup utility has run correctly.
Diagnostic Procedures ■ To view information about the NICs on the computer, open a command window and type ipconfig /all. ■ Verify that the hostname and IP address are as expected. ■ Verify that the subnet mask is correct. It is probably 255.255.255.0. ■ If there are multiple NICs enabled, verify that the public NIC comes before the private NIC: a. In the Control Panel, double-click Network and Dial-up Connections. b. From the menu bar, choose Advanced > Advanced Settings. c.
Cisco CAD Troubleshooting Guide If the values for those counters for a process are a significant part of the total memory used, it may be of concern. Note that certain processes will normally use more memory than others. ■ Try rebooting the computer and see if it fixes the problem. Check how much and how fast processes increase their memory usage. ■ Ensure that the computer’s processor is at least the minimum required for CAD and other installed software.
Agent Desktop Problems Agent Desktop Problems Problem An agent logs into Agent Desktop and can receive direct calls and change agent state, but cannot receive ACD calls. Solution The agent’s extension is configured in Unified CM, but is not in the Unified ICM Device Target list. Configure the extension’s device target and label for full functionality. Problem An agent receives an ACD call, but the route point does not show up in the call history.
Cisco CAD Troubleshooting Guide recorded by the agent, using desktop monitoring. Re-enabling the sniffer adapter while Agent Desktop is running will not solve the problem. You must stop Agent Desktop, re-enable the sniffer adapter, and then restart Agent Desktop to restore normal functionality. Problem An agent using Windows XP is able to start Agent Desktop, but cannot enter an active state. Solution Windows XP can be configured so that the Internet Connection Firewall (ICF) is active.
Agent Desktop Problems meaning. The trunk number is displayed in Agent Desktop as . Problem An agent can’t view any skills statistics in Agent Desktop. Solution If an agent is not assigned to a skill group, no skills statistics are available. Problem Sometimes after placing a call on hold, an agent is unable to retrieve the call. Once the call is hung up, the agent state still reflects On Hold. Exiting and restarting Agent Desktop doesn’t help.
Cisco CAD Troubleshooting Guide Problem When Agent Desktop attempts to launch an external application, the following error message appears: “Error Launching Application… The system cannot find the file specified.” Solution When creating a launch external application action, you must include the extension of the application you wish to launch. For example, to launch Windows Notepad, C:\Windows\Notepad.exe is correct, while C:\Windows\Notepad is incorrect.
Agent Desktop Problems another instance of Agent Desktop on another computer using the same agent ID but a different extension. A forced login does not work. Solution The agent must log out of the first instance of Agent Desktop that was started. If this does not work, reset the phone through Unified CM and the CAD services reset. Problem When agents start Agent Desktop, they see the following error: “A licensing error has occurred. Please try again in five minutes.
Cisco CAD Troubleshooting Guide Problem When trying to view agent state or call logs, no data is presented. Solution The agent may not have received a call, or logged in for that particular day. The agent’s or supervisor’s PC’s clock may not be in the correct time zone. NOTE: All state and call times are based on server time. 52 Problem When an agent receives a transferred call, the enterprise data is not correct. Solution Call waiting is not supported in CAD.
Agent State Problems Agent State Problems Problem Sometimes while talking on a call, the agent is unable to change the agent state to Not Ready. As a result the agent keeps receiving calls from the ACD, even after closing the application. Solution A task in Unified CM administration is associating devices with RmCm users. The peripheral gateway RmCm user should be associated with agent telephones.
Cisco CAD Troubleshooting Guide CAD-BE Problems Problem The browser returns HTTP Status 404 after entering the CAD-BE URL. Solution An incorrect URL for CAD-BE was used. Make sure the correct URL is used. The URL is case-sensitive. The correct URL is the following, where is the IP address for the server on which the CAD base services are installed: http://:8088/cadbe/CAD-BE.jsp 54 Problem The browser returns the error “The page cannot be displayed”.
CAD-BE Problems same as the ones used in the CAD-BE URL. If changes are made to the settings in CAD Configuration Setup, the BIPPA service(s) must be restarted for the changes to take effect. March 2012 ■ Make sure port 59012 is not blocked from the client or server computer. ■ On a nonredundant system, if the LRM service is down, then the BIPPA service will become standby. Restart the LRM service. ■ The BIPPA service will not become active until CAD Configuration Setup has run successfully.
Cisco CAD Troubleshooting Guide install if you do not have the required Java Runtime Environment version installed.” Solution The agent is running CAD-BE on a computer where the Java Runtime Environment is not installed. The browser's security settings prevent the browser from automatically installing the Java Runtime Environment. See the Cisco CAD Installation Guide for the correct Internet Explorer settings. After you correct the settings, restart CAD-BE.
CAD-BE Problems March 2012 ■ You do not have the required Java Runtime Environment version installed. You can install the Java Runtime Environment from the CAD Installation webpage. ■ You have ActiveX controls disabled in your browser. See the Cisco CAD Installation Guide for the correct browser settings. After you correct the settings, restart CAD-BE. ■ You do not have Java enabled. See the Cisco CAD Installation Guide for the correct browser settings. After you correct the settings, restart CAD-BE.
Cisco CAD Troubleshooting Guide into the mobile phone's voice mail. When voice mail did not detect any voice in the call from Unified ICM, it dropped the call, causing Unified ICM to log the agent out. 58 ■ Answer the call quickly. ■ Turn off voice mail or any similar features that could cause the call from Unified ICM to be redirected. Problem The agent receives calls in CAD-BE but has no calls on the mobile phone when logged into CAD-BE as a mobile agent.
CAD-BE Problems Problem Partial call history or partial data appears in the Enterprise Data fields for calls right after a failover. Symptom. When an agent receives a call, the Enterprise Data pane and/or the Enterprise Call History pane does not display complete data for calls that began prior to or occurred during a failover. Cause. The system might have active calls during failover. The Enterprise service tries to get call information for such calls by making a snapshot of the call.
Cisco CAD Troubleshooting Guide Problem Sometimes during a conference call, a conference member shows up as . Solution Solution represents a party outside the switch. The switch sends the trunk number of the external party to the desktop, where it has no meaning. CAD-BE replaces the trunk number with . Problem No data appears in the Enterprise Data fields. Symptom. When an agent receives a call, the Enterprise Data pane does not display the expected data. Cause.
CAD-BE Problems running CAD-BE with an IP soft phone on a laptop that can connect to the network using either an Ethernet or wireless connection.) March 2012 Solution Solution Each NIC has its own MAC address. Unified CM must be able to associate a MAC address with an extension in order for CAD-BE to function correctly. If the Unified CM knows about only one of the multiple NICs, only that one will work.
Cisco CAD Troubleshooting Guide 62 ■ The telephony service has failed. ■ The network has failed. Problem The agent is participating in a blind conference call, but cannot see all parties on the call. Solution A blind conference is defined as adding an alerting party to a conference. All parties on a blind conference call might not show up in either Supervisor Desktop, Agent Desktop or CAD-BE. This is a limitation of the CTI service software.
CAD-BE Problems March 2012 Problem The agent receives an ACD call, but the route point did not show up in the call history. Solution Unified ICM Configuration Manager must be configured to enable route points to appear in call history. In Unified ICM Configuration Manager, choose Tools > List Tools > Dialed Number/Script Selector List, and on the Dialed Numbers tab, check the Permit application routing check box.
Cisco CAD Troubleshooting Guide CAD Service Problems Problem How can I tell if a CAD service is running? Solution To view the status of all the services in the CAD system, access the Desktop Monitoring Console browser, where is the IP address of the server on which the CAD base services are installed: from this URL in your server. http://:8088/smc/monitor.
CAD Service Problems ■ Verify you can see Tomcat’s html index page. In your web browser, enter the URL http://:8088/. ■ Attempt to display the following page in your web browser without an error: http://: 8088/ipphone/jsp/sciphonexml/IPAgentInitial.jsp If these tests fail, check the following: ■ JRE is installed on the server. ■ The file that maps URLs with JSP pages to the correct java servlets, web.
Cisco CAD Troubleshooting Guide Problem The SQL replication subscription and REPL-Merge job disappear and the publisher database cannot replicate to the subscriber database. Solution If the publisher database is unable to replicate to the subscriber database for 4 days, the SQL job “Expired subscription clean up” will run and remove the replication subscription (and subsequently delete the REPL-Merge job). If the subscriber server is powered off for the duration, the jobs will not clean up.
Chat Problems Chat Problems March 2012 Problem The agent sent the supervisor an emergency chat message but the supervisor never received it. Solution Supervisors receive emergency chat messages only if they are monitoring the team to which the agent who sent the message belongs.
Cisco CAD Troubleshooting Guide Desktop Administrator Problems 68 Problem The administrator cannot create a new work flow group. Solution The work flow group name is already used for another group, and/or the work flow group name is not a valid Windows directory name. Problem When Desktop Administrator starts, it does not get automatically updated. Solution Automated updates are disabled for Windows Vista.
Desktop Monitoring Console Problems Desktop Monitoring Console Problems March 2012 Problem The Desktop Monitoring Console displays “…snmp TimeoutError” in the Status field in the right pane’s Summary Status Information. Solution Make sure that the SNMP service is installed and correctly configured. See the section “Cisco Desktop Monitoring Console” in the Cisco CAD Installation Guide for more information.
Cisco CAD Troubleshooting Guide Desktop Presence Administrator Problems Problem No names are found when searching for subject matter experts from the Contact List page. Solution This error occurs when the Unified Presence cluster login credentials are not configured correctly. The user specified on the Cisco Unified Presence Cluster Settings page must be able to perform SOAP queries and must be associated with the same profile in LDAP that agents are associated with.
Desktop Presence Administrator Problems 3. Click Add New. The Incoming Access Control List Configuration page appears. 4. If desired, type a description of the address pattern in the Description field. 5. Type "all" in the Address Pattern field, then click Save. Problem A subject matter expert using a soft IP phone is not shown as busy when viewed by an agent running Agent Desktop. Solution The Unified CM Session Initiation Protocol (SIP) publish trunk is not configured correctly.
Cisco CAD Troubleshooting Guide 2. Choose Presence > Settings. The Cisco Unified Presences Settings page appears. 3. Verify that the correct trunk is selected in the CUCM SIP Publish Trunk drop-down list. NOTE: You must select the Enable SIP Publish on CUCM check box to enable the CUCM SIP Publish Trunk parameter. For more information about SIP trunks in Unified CM, see the Cisco Unified Communications Solution Reference Network Design (SRND) for Cisco Unified Communications Manager.
Desktop Presence Administrator Problems Problem After an agent or supervisor logs into Agent Desktop or Supervisor Desktop, an error message appears, stating that the login that was entered is not valid for Unified Presence. Solution Agent Desktop and Supervisor Desktop automatically try to use the same credentials to log into Unified Presence that were used to log into the desktop application.
Cisco CAD Troubleshooting Guide 6. Click the hyperlink for the directory number that is configured for the SME's device. The Directory Number Configuration page appears. 7. In the Users Associated with Line section, click Associate End Users. The Find and List Users page appears. 8. Select the user you want to associate with the directory number that is configured for the SME's device, then click Add Selected.
Desktop Presence Administrator Problems March 2012 Problem The enterprise data portion of the Contact Management pane in Agent Desktop is completely blank and does not display any information about the current call. Solution This error can occur if one agent edits the layout name during a call and enters the name of a layout that does not exist, and then transfers the call to another agent.
Cisco CAD Troubleshooting Guide Enterprise Data Problems 76 Problem The DNIS shown in the agent’s enterprise data is incorrect for an Outbound Option call. Solution The dialer port has not been set up as a monitored device. The administrator must add the dialer port to the list of monitored devices in the Enterprise Configuration dialog box in Desktop Administrator. Problem Enterprise data displays data after a call has been dismissed.
Enterprise Service Problems Enterprise Service Problems Problem When the user attempts to start Enterprise service, the following error displays: “Could not start the Cisco Enterprise service on \\ Error 2140: An internal Windows NT error occurred.” Solution Look at the Windows NT event log to see why the service failed to start. 1. Choose Start > Programs > Administrative Tools > Event Viewer. 2. On the Log menu, choose Application. 3.
Cisco CAD Troubleshooting Guide Install and Upgrade Problems Problem The client application installations do not download when the links on the installation web page are clicked. When the install program link is clicked, a “HTTP 404—File Not Found” error is displayed. Solution CAD Configuration Setup was not completed successfully on the CAD base services server. Launch CAD Configuration Setup.
Install and Upgrade Problems 4. Restart the Sync service and the VoIP Monitor service. If CAD Configuration Setup starts in upgrade mode, complete the following steps. 1. Choose the ICM Admin Workstation Distributor window. In the Unified SCC Environment section, select Yes, and then click Apply. Exit CAD Configuration Setup. 2. Restart the Sync service and the VoIP Monitor service. Problem When upgrading from 7.1 to 7.2, wrap-up data and reason codes are not restored.
Cisco CAD Troubleshooting Guide IP Phone Agent Problems 80 Problem Agents do not see the IP Phone Agent service on their IP phones. Solution The following are some reasons why the service does not appear when the services menu is accessed: ■ The IP Phone Agent service has not been configured in Unified CM. ■ The phone is not subscribed to the IP Phone Agent service. ■ The service URL in Unified CM has a hostname and the phone cannot resolve it. Use the IP address instead.
IP Phone Agent Problems March 2012 Problem The agent sees an error message that the BIPPA service is not active. Solution Some solutions: ■ The system is set up with redundant CAD services and the agent has selected the standby IP Phone Agent service instead of the active service. For redundant CAD services, there should be two IP Phone Agent services set up in Unified CM, pointing to IP Phone Agent services on different servers, and all IPPA agent phones must be subscribed to both services.
Cisco CAD Troubleshooting Guide password (as specified in CAD Configuration Setup) exists in Unified CM and that the phone is associated with this user. 82 ■ The agent’s phone was not rebooted after changes were made in Unified CM. If a soft reboot does not work, try a hard reboot (unplug the power cord and plug it back in). ■ Verify that the agent is logged into the phone. ■ Verify that if the agent logs into CAD using the same phone and user ID, enterprise data does pop correctly.
LDAP Monitor Problems LDAP Monitor Problems Problem Slapd.exe is not running even though the LDAP Monitor service is running. Solution Do the following: ■ Check slapd.conf to ensure it is correct. ■ Make sure no other instances of slapd.exe are running. ■ Make sure the C:\Program Files\Cisco\Desktop\database folder contains 7 files with a *.dat extension and DB_CONFIG. If these are missing, copy them from another system or reinstall the CAD services.
Cisco CAD Troubleshooting Guide 84 ■ Check if slapd.exe is running. If it is not running, follow the troubleshooting steps for this problem. ■ The LDAP database is corrupted. Follow the steps outlined in "Corrupted Directory Services Database" on page 41. Problem Clients do not find the same information from LDAP after failing over from one LDAP to the other. Solution Some solutions: ■ Ensure replication is set up correctly in the CAD Configuration Setup utility.
LDAP Monitor Problems March 2012 Problem After shutting down Directory Services replication, the Secondary Location field on the CAD-BE Servers window in CAD Configuration Setup remains populated. Solution Run CAD Configuration Setup to access the CAD-BE Servers window. Ensure that the correct location is entered in the Primary Location field. Clear the Secondary Location field.
Cisco CAD Troubleshooting Guide Login and Logout Problems 86 Problem The agent is logged out unexpectedly. Solution Possible reasons are: ■ Another agent with the same ID or extension has logged in, causing the first agent to be logged out. ■ A supervisor has logged the agent out. ■ The telephony service has failed. ■ The network has failed. ■ The phone has restarted. Problem The agent cannot log back into Agent Desktop after failover.
Login and Logout Problems error messages are: “The Cisco IPCC Enterprise CTI Server is offline.” and “Cannot connect to BIPPA Service.” Conditions: The Unified ICM server’s firewall is enabled. Solution Exceptions must be made in the Unified ICM server’s firewall in order for the CAD applications to connect. This can be done through the use of a utility called ICMfwConfig, which is located on the Unified ICM installation CD.
Cisco CAD Troubleshooting Guide ■ The mobile phone number may need to include access codes, area codes, and accounting codes depending on how the dial plan on Unified ICM and/or Unified CM is configured. For mobile agent mode that does not match agent desk settings: ■ Agent is not set up in Unified ICM as a mobile agent. Change agent desk setting in Unified ICM to appropriate mobile agent setting. ■ Agent desk settings in Unified ICM may not match call mode selected in CAD-BE.
Login and Logout Problems ■ Desktop Administrator, Agent Desktop, or Supervisor Desktop was installed on the same computer as the CAD services. They clear a registry key (IOR Hostname under Site Setup) required by the BIPPA service. Set the registry to the IP address of the CAD services computer. For no more licenses: ■ Wait a few minutes and retry. ■ CAD-BE agents may have exited their browsers without logging out first.
Cisco CAD Troubleshooting Guide Macro Problems Problem While running Agent Desktop, the error message, “Macro file failed to open,” keeps appearing. Solution Turn off any virus scanning applications on the desktop. Virus scanning applications attempt to intercept calls to open a file to do their own processing first. This can cause the file to be opened in such a way that restricts other applications from opening the file.
Macro Problems 1. Find a window with the saved title and class name. 2. Find a window with the saved class name. 3. Find a window with the saved title. If Agent Desktop does not find a window matching one or more of these criteria, it displays an error message. If there are two windows with the same name and class, Agent Desktop may play back the macro to the incorrect window.
Cisco CAD Troubleshooting Guide Problem The administrator created a macro and put in some delays. Now the PC appears to lock up while the macro runs. Solution When a macro runs, the operating system takes over the PC and locks out all user input. This is a characteristic of the operating system. Try to minimize the length of time your macro runs. Problem A keystroke macro plays the wrong keys to the wrong window. Solution Make sure macro playback starts from the same place every time it runs.
Macro Problems March 2012 Problem The agent pressed Ctrl+Alt+Del while a macro was running, and now the Agent Desktop window is locked up. Solution You cannot click Start or press Ctrl+Break, Ctrl+Esc, or Ctrl+Alt+Del when running a macro. The Windows operating system unhooks the system keyboard hook when Start is pressed. Problem The administrator cannot get a rule to work based on an internal extension number.
Cisco CAD Troubleshooting Guide Phone Book Problems 94 Problem The only phone book appearing on the dial pad dialog box is the recent call list. Solution The administrator disabled the phone books. Problem Global phone books appear but there is no personal phone book. Solution The administrator disabled personal phone books. Problem When editing a phone book, the agent can’t add an entry after editing the first name, last name, or notes.
Recording, Monitoring, and Playback Problems Recording, Monitoring, and Playback Problems Problem The Recording & Playback service is not recording the audio file. Solution Check the following: ■ If SPAN-based monitoring/recording is being used, make sure that a SPAN port has been created on the switch for the PC’s network port where the VoIP Monitor service is connected. ■ Make sure that the Recording & Playback service has permission to write to the AudioFiles directory.
Cisco CAD Troubleshooting Guide ■ PC Voice VLAN Access—Enabled. If the PC Voice VLAN Access is not enabled, no voice streams will be seen by the desktop if the desktop is not a member of the same VLAN as the phone. ■ Span to PC Port—Enabled. If the Span to PC Port is not enabled, the voice streams seen by the phone will not be seen by the desktop monitor module.
Recording, Monitoring, and Playback Problems ■ If the logged error points to LDAP connection failure, then make sure that the LDAP service is running and that the LDAP_HOSTA registry setting in HKEY_LOCAL_MACHINE\SOFTWARE\ Spanlink\Site Setup has the correct value. Problem Voice traffic generated by Desktop Monitoring, the VoIP Monitor service, and the Recording & Playback service is not tagged for QoS (quality of service).
Cisco CAD Troubleshooting Guide net stop spcd net start spcd Close the command window and start CAD Configuration Setup. In the VoIP Monitor Service window, select the IP address of the new NIC and save the changes. Problem The supervisor starts recording an agent’s conversation, but after a short time the recording stops by itself. Solution Check to make sure that no other supervisors are currently viewing the same team of agents.
Recording, Monitoring, and Playback Problems If your system is using CAD-based monitoring with desktop (agent-based) monitoring: ■ Verify that the PC is connected to the phone in the 10/100 SW port. ■ Verify that the agent’s PC is connected to the same IP phone that the agent is logged into. ■ Verify that the agent’s PC uses a NIC that is fully NDIS-compliant (for a procedure to test if a NIC is NDIS-compliant, see http://www.cisco.com/en/US/customer/products/sw/custcosw/p s427/prod_tech_notes_list.
Cisco CAD Troubleshooting Guide Problem The system is configured to use Unified CM-based monitoring. The supervisor selects an agent's call, but the Start Voice Monitor button is disabled. Solution Check the following: ■ The supervisor is logged into Agent Desktop. ■ The supervisor's agent state is Not Ready. ■ The call to be monitored is not on hold. ■ The agent being monitored is not a mobile agent. ■ The Chat service is running. ■ The supervisor is not monitoring another call.
Recording, Monitoring, and Playback Problems agent's device doesn't support silent monitoring.", even if the agent's device does support Unified CM-based monitoring. Problem ■ The monitored agent’s device has security enabled. In this case, Unified CM rejects the monitoring request. ■ The PG user is not in the "Standard CTI Allow Call Monitor" user group. The system is configured to use Unified CM-based monitoring. The supervisor is monitoring an agent’s call.
Cisco CAD Troubleshooting Guide Supervisor Desktop Problems Problem The ASA (average speed of answer) statistic is not being updated in the real-time displays in Supervisor Desktop. Solution The data for this statistics comes from the ICM Admin Workstation HDS database.
Supervisor Desktop Problems March 2012 Problem When the supervisor selects an agent to begin CAD-based monitoring (or an agent phone call to begin Unified CM monitoring), Supervisor Desktop displays the speaker icon next to the call but there is no sound. Solution For troubleshooting information about VoIP monitoring and recording, see Configuring and Troubleshooting VoIP Monitoring. Problem The supervisor cannot log into the VoIP Monitor service, and receives the error “Could not access sound card”.
Cisco CAD Troubleshooting Guide Problem The supervisor clicked the Record button to record an agent conversation and nothing happened. Solution There is no visible message displayed if a recording fails. If nothing happens, assume that the request failed. You will know that a recording succeeds if the icon next to the agent’s conversation in the Team View pane changes to the recording icon.
Supervisor Desktop Problems address in the other, then enterprise data and skills statistics are not communicated to CAD. To correct the problem, find out how the CTI Server is entered in Unified ICM and change how the CTI Server is entered in Configuration Setup. March 2012 Problem The supervisor clicks a recording, but it does not play. Solution For troubleshooting information about VoIP monitoring and recording, see Configuring and Troubleshooting VoIP Monitoring.
Cisco CAD Troubleshooting Guide The ID is the extension stored in Phonedev.ini (located in the config folder). Phonedev.ini is populated with the extension field from the Login dialog box when Agent Desktop is started. 106 Problem The supervisor is viewing a blind conference call, but cannot see all parties on the call. Solution In Agent Desktop and CAD-BE, a blind conference is defined as adding an alerting party to a conference.
Supervisor Desktop Problems March 2012 Problem The system is configured to use Unified CM-based monitoring. The supervisor is monitoring a call. The Transfer and Conference buttons are disabled in the supervisor’s Agent Desktop. Solution Transfer and conference operations are not allowed on a monitoring call. Problem The Agent ACD State Log Display lists two contradictory agent states, such as Talking and Hold, at the same second and in the wrong order.
Cisco CAD Troubleshooting Guide 108 March 2012
