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
Calling party and Cisco Unified CCX do not have common codec
Symptom The calling party hears a fast busy signal when calling into a Cisco Unified CCX application.
Error Message The Cisco Unified CCX log shows
CTIERR_REDIRECT_CALL_PROTOCOL_ERROR or
CTIERR_REDIRECT_CALL_MEDIA_CONNECTION_FAILED=0x8ccc0036
Possible Cause The calling device’s codec is possibly incompatible with Cisco Unified CCX.
Recommended Action Use the transcoding service on Cisco Unified CM or ensure that the calling device
is using G.711 or G729, depending on what is configured on the Cisco Unified CCX server.
Prompts with incorrect codec being played out
Symptom The calling party does not hear prompts.
Error Message None.
Possible Cause The prompt being played does not match the system’s codec.
Recommended Action Use the correct version of the prompt.
Prompt Exception in Cisco Unified CCX Engine log file
Symptom A prompt exception appears in the Cisco Unified CCX Engine log file.
Error Message The exception contains the words open port failed.
Possible Cause This error is generally caused when the Cisco Unified CCX Engine is incorrectly shut
down; for example, from the Windows Task Manager while there are RTP ports in use.
Recommended Action If this prompt exception appears, reboot your Cisco Unified CCX Server. To
prevent this problem, stop the Cisco Unified CCX Engine. Choose System > Engine from the Cisco
Unified CCX Administration menu bar and then click Stop Engine. Alternatively you can use the
Windows services console to stop the Cisco Unified CCX Engine.
Cisco Unified CCX Engine does not start
Symptom The Cisco Unified CCX Engine does not start and the trace file contains the following
message:
Error Message Port already in use.
Possible Cause If another process is using the Cisco Unified CCX Engine default port 1099, the Cisco
Unified CCX Engine will not start.
Recommended Action From the Cisco Unified CCX Administration web page, complete the following
steps:
Step 1 Choose System > System Parameters.