Troubleshooting Guide

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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Outbound Problems
Agent is ready but does not get an Outbound call for up to Two minutes
Symptom Agent is ready but does not get an Outbound call for up to Two minutes.
Error Message None.
Possible Cause This is as designed. It can take up to two minutes for the Outbound subsystem to detect
an available agent and get the Outbound contact from the database to present to that agent.
Recommended Action No action needed.
Errors placing Outbound calls
Symptom Errors placing Outbound calls.
Error Message The error message depends on the error.
Possible Cause The Dialing prefixes on the General Configuration web page could be inaccurate.
Recommended Action Check the Dialing prefixes on the General Configuration web page.
Not all contacts get imported
Symptom Not all contacts get imported.
Error Message None.
Possible Cause If the contacts being imported contain the same phone number, such duplicate contacts
are overwritten, resulting in a fewer number of contacts being imported into the subsystem.
Recommended Action Make sure the imported contacts do not have duplicate numbers.
On the Campaigns Configuration web page, the available CSQs list is empty
even though there are CSQs configured under the RmCm subsystem
Symptom On the Campaigns Configuration web page, the available CSQs list is empty even though there
are CSQs configured under the RmCm subsystem.
Error Message None.
Possible Cause The assigned CSQs list on the General Configuration web page is empty.
Recommended Action Ensure that the assigned CSQs list is not empty on the General Configuration web
page. Only assigned CSQs on the General Configuration web page appears on the Available CSQs list
on the Campaign web page.