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
Outbound buttons do not show up on CAD
Symptom Outbound buttons do not show up on the CAD.
Error Message None.
Possible Cause The Direct Preview checkbox on the CDA is not checked.
Recommended Action Ensure that the Direct Preview checkbox is checked on the CDA.
Recommended Action To display the additional buttons for the Outbound feature on CAD, the Direct
Preview option must be enabled on CDA. See the Cisco Desktop Administrator’s User Guide and the
Cisco Agent User Guide, Release 6.4 for Cisco Unified CCX, Release 7.0(1).
Outbound buttons show up but are disabled on CAD
Symptom Outbound buttons show up but are disabled on CAD.
Error Message None.
Possible Cause The Enterprise Data Service on the server is down.
Recommended Action On the Cisco Unified CCX server, ensure that the Enterprise Data Service is
running.
Outbound calls are not getting dialed
Symptom Outbound calls are not getting dialed.
Error Message None.
Possible Cause The Outbound subsystem service could be down, the campaign not enabled, the campaign
does not have the correct start and end times, the customer dialing time range is incorrect, inbound calls
are taking precedence, and/or contacts might not have been imported for the campaign.
Recommended Action Ensure that:
• Agents are available in the CSQs assigned to the campaign.
• The Outbound System Service is up and running. If you have a two-node cluster, then ensure that
Config Data Store is running on both nodes.
• The campaign is enabled.
• The campaign has correct start and end times.
• The customer dialing time range is correct.
• Non-Cisco IP Phone Agent (non-IPPA) agents are available (Inbound calls take precedence).
• Contacts have been imported for the campaigns.
• The number of Outbound seats is greater than zero (0) in the System Parameters Configuration page
in Cisco Unified CCX Administration.