Troubleshooting Guide

8-11
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified Communications Manager Express Problems
Automated Attendant prompt is not played
Symptom The Cisco Unified CM AA prompt is not played.
Error Message None.
Possible Cause An incorrect welcome prompt is specified in the welcomePrompt field in the Cisco Script
Application web page.
Recommended Action From the Cisco Unified CCX Administration web page, choose Applications >
Prompt Management. Click the Upload New Prompts link to upload the Welcome prompt.
Cisco Unified Communications Manager Express Problems
This section contains the following troubleshooting tips on Cisco Unified Communications Manager
Express (Cisco Unified CME) problems:
• Agent cannot log in on shared line, page 8-11
• Agent cannot log in on restricted line, page 8-11
• When agent drops from conference, all parties on conference are dropped, page 8-12
• Cisco Unified CME triggers with 2811/CME router are not working, page 8-12
• Pressing '#' truncates the prompt and the prompts that follow are not played, page 8-12
Agent cannot log in on shared line
Symptom Agent is unable to log in on the Cisco Agent Desktop (CAD).
Error Message CAD displays Unable to login agent because line is shared.
Possible Cause The extension specified during login is a shared extension.
Recommended Action Make sure the extension only exists on one device.
Agent cannot log in on restricted line
Symptom Agent is unable to log in on CAD.
Error Message CAD displays The line is restricted.
Possible Cause The extension specified during login cannot be monitored.
Recommended Action Make sure the agent's extension is configured with "allow-watch" on Cisco Unified
CME.