Troubleshooting Guide

8-14
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Problems
Step 3 Ensure that the information in the RM JTAPI User ID and Password fields matches the information for
the RM JTAPI user in Cisco Unified CM.
RmCm subsystem remains INITIALIZING
Symptom The RmCm subsystem remains in INITIALIZING state.
Error Message None.
Possible Cause Could not load the default scripts CM.aef and RM.aef.
Recommended Action Complete the following steps:
Step 1 Check the RM JTAPI provider configuration and then stop and restart the Cisco Unified CCX engine.
Step 2 Ensure that the workflow scripts CM.aef and RM.aef are present on the Script Management page on
Cisco Unified CCX Administration. They are needed for the RmCm subsystem to be in service. If either
of these scripts are deleted, missing, or corrupted, the RmCm subsystem will not go IN SERVICE. To
recover, upload new copies of these scripts from C:\Program Files\wfavvid\scripts\system\default\rmcm,
and restart the Cisco Unified CCX Engine.
RmCm remains in Initializing state
Symptom The RmCm subsystem remains in the Initializing state after the Cisco Unified CCX Engine
starts.
Error Message None.
Possible Cause The RmCm subsystem is unable to read any configuration information.
Recommended Action Make sure there is at least one "Cisco Unified CCX SQL Server - Config" service
running in the cluster. If the service is stopped, start it.
Agents, Supervisors, or Teams are out of synch
Symptom Agents, Supervisors, or Teams are out of synch between Cisco Unified CCX and the Cisco
Desktop Administrator (CDA).
Error Message None.
Possible Cause The automatic synchronization between Cisco Unified CCX and the CDA failed.
Recommended Action Launch a manual synch from the CDA by selecting the Logical Call Center (usually
the Cisco Unified CCX profile name) and clicking Setup > Synchronize Directory Services.