Troubleshooting Guide

8-12
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified Communications Manager Express Problems
When agent drops from conference, all parties on conference are dropped
Symptom When an agent drops from a conference, all parties on the conference are dropped as well.
Error Message None.
Possible Cause The agent device is not configured with "keep-conference."
Recommended Action Make sure the agent's device is configured with "keep-conference" on Cisco
Unified CME.
Cisco Unified CME triggers with 2811/CME router are not working
Symptom Cisco Unified CME triggers with 2811/CME router are not working. The integration of Cisco
Unified CME with Cisco Unified CCX is correct, and there are SIP messages in the Cisco Unified CCX
and Cisco Unified CME debug files. The call is offered to the Cisco Unified CCX route point but the
Cisco Unified CCX application is not triggered.
Error Message None.
Possible Cause When the caller dials the trigger directory number from the phone, the call goes through
but application does not get triggered and the call hangs. This could be due to the Cisco Unified CME
configuration, which is as follows:
voice service voip
gcid
allow-connections sip to sip
Cisco Unified CME sends Invite, but does not send OfferedEvent, so UCCX JASMIN does not report the
incoming call to the SIP subsystem. Therefore, the call hangs.
Recommended Action Modify the Cisco Unified CME configuration as follows:
voice service voip
gcid
callmonitor
allow-connections sip to sip
Pressing '#' truncates the prompt and the prompts that follow are not played
Symptom When Cisco Unified CCX is integrated with Cisco Unified CME, pressing '#' truncates the
prompt and the prompts that follow are not played. The sequence of steps that occur is as follows:
1. Caller calls into Cisco Unified CCX and the call is routed to an agent.
2. The agent presses transfer, dials the Cisco Unified CCX route point and then presses # (if '#' is the
digit terminating key on Cisco Unified CME setup).
3. The agent should hear the Cisco Unified CCX prompt but either the prompt is played partially or the
agent hears silence.
4. If the agent commits the transfer, caller will hear no further prompts.