Troubleshooting Guide

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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Engine Problems
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, complete the following steps:
Step 1 Save the application script.
Step 2 From the Cisco Unified CCX Administration web page, choose Applications > Script Management
and upload the application script to the repository.
Step 3 When prompted, click Yes to refresh both script and applications.
Call drops during transfer over gateway
Symptom When the Cisco Unified CCX system receives a call made over a gateway, the Cisco Unified
CCX system drops 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 CM is not configured to use a Media Termination Point (MTP).
Recommended Action Update the configuration of the Cisco Unified CM 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 CM cannot detect
in-band DTMF signals.
Recommended Action None.