Troubleshooting Guide

Contents

Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)

Cisco Unified Communications Manager Automated Attendant Problems 8-10

Dial by name does not find the specified server 8-10

Automated Attendant prompt is not played 8-11

Cisco Unified Communications Manager Express Problems 8-11

Agent cannot log in on shared line 8-11

Agent cannot log in on restricted line 8-11

When agent drops from conference, all parties on conference are dropped 8-12

Cisco Unified CME triggers with 2811/CME router are not working 8-12

Pressing '#' truncates the prompt and the prompts that follow are not played 8-12

Cisco Unified CCX Problems 8-13

RmCm subsystem is out of service 8-13

RmCm subsystem remains INITIALIZING 8-14

RmCm remains in Initializing state 8-14

Agents, Supervisors, or Teams are out of synch 8-14

Agent or CSQ does not appear in CDA 8-15

Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page 8-15

You cannot select the order of agents 8-15

Agent does not go to Work state after handling a call 8-15

A media step causes a Could not create PlayPromptDialog Object exception 8-16

Unable to make any Cisco Unified CCX configuration changes 8-16

Some resource selection criteria are missing 8-16

Unable to record an agent 8-17

Sometimes the supervisor can monitor and record an agent and sometimes he cannot 8-17

Calls to Cisco Unified CCX route points are disconnected 8-17

Calls are not routed to agents 8-17

Agents do not show in a CSQ 8-18

Updating a NIC driver disables silent monitoring and recording 8-18

Agent alternates between Reserved and Ready state 8-18

Agent in Reserved state but the consult transfer fails repeatedly 8-18

Call fails if agent doesn’t pick the call in the first two rings 8-19

Cisco Unified IP IVR Problems 8-20

Cisco Unified IP IVR drops callers when transferring to an extension 8-20

Prompts play in language 8-20

Some prompts do not play 8-21

Some prompts in a script play in the language specified and other prompts play in English 8-21

A prompt plays phrases in the wrong order 8-21

Cisco Unified CCX Administration Problems 8-21

The Cisco Unified CCX Administration Authentication web page is not available 8-22

Uploading a license file can result in a warning message 8-23