Troubleshooting Guide

8-84
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
VoIP Monitor Problems
• Manually set the clock on each Cisco Unified CCX machine in the cluster. The Time on the Cisco
Unified CCX machines should be approximately the same as the time on the Cisco Unified CM
machine.
• Restart the Network Time Protocol service on the Cisco Unified CCX machines, using the Service
Control Manager.
Cisco Unified CCX Servers respond slowly in a High Availability environment
Symptom Cisco Unified CCX servers in a high availability (HA) environment respond slowly. Because
of the slow response time, the Cisco Unified CCX system is unusable. No calls can get to agents.
Error Message LDAP error 51 in MADM logs. SDL and SQL errors on the Subscriber.
Possible Cause Publisher and Subscriber databases are no synchronized.
Recommended Action Synchronize the Publisher and Subscriber databases.
Multiple failovers with high CPU usage
Symptom Multiple failovers occur in a high availability environment and there is high CPU usage on both
servers. When the Cisco Unified CCX server boots up, the primary server begins to spike the CPU usage
causing the primary server to be unusable, and it fails over to the secondary server. The secondary server
then starts the same behavior and eventually fails back over to the primary server.
Error Message None.
Possible Cause The problem can be caused by errors in the customer Java steps.
Recommended Action Check for custom Java steps in the scripting and remove them.
VoIP Monitor Problems
This section contains the following troubleshooting tips on VoIP Monitor Problems
• VoIP monitor does not work correctly, page 8-84
• Cisco Unified CCX fails to start, page 8-85
• VoIP Monitor tab of the CDA gives an error, page 8-85
VoIP monitor does not work correctly
Symptom VoIP Monitor does not work correctly.
Error Message None.
Possible Cause The VoIP Monitor is not on the Voice VLAN of the agents’ phones.
Recommended Action If the VoIP Monitor is installed on Cisco Unified CCX, see the Appendix on using
multiple NICs with VoIP in the Cisco CAD Installation Guide at
Cisco Unified Contact Center Express
Install and Upgrade Guides web site. CRS 5.0 supports only an on-board VoIP Monitor.