Troubleshooting Guide

8-13

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

Chapter 8 Troubleshooting Tips

Cisco Unified CCX Problems

Error Message None.

Recommended Action To resolve this issue, in the Play Prompt step, set 'Flush Input Buffer' to 'yes' for all

prompts.

Cisco Unified CCX Problems

This section contains the following troubleshooting tips on Cisco Unified CCX problems:

• RmCm subsystem is out of service, page 8-13

• RmCm subsystem remains INITIALIZING, page 8-14

• RmCm remains in Initializing state, page 8-14

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

• Agent or CSQ does not appear in CDA, page 8-15

• Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page,

page 8-15

• You cannot select the order of agents, page 8-15

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

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

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

• Some resource selection criteria are missing, page 8-16

• Unable to record an agent, page 8-17

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

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

• Calls are not routed to agents, page 8-17

• Agents do not show in a CSQ, page 8-18

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

• Agent alternates between Reserved and Ready state, page 8-18

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

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

RmCm subsystem is out of service

Symptom The RmCm subsystem is out of service.

Error Message None.

Possible Cause The RM JTAPI user in Cisco Unified CM is not configured properly.

Recommended Action Complete the following steps:

Step 1 From the Cisco Unified CCX Administration web page, choose Subsystems > RmCm.

Step 2 Click the RM JTAPI Provider hyperlink.