Troubleshooting Guide

Contents
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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Application subsystem is in partial service 8-37
Cisco Unified CCX Engine is running but calls are not answered 8-37
Changing the time in Cisco Unified CCX machines results in agents getting logged off 8-38
An error message plays when calling a CTI route point 8-38
Changes to applications do not register 8-39
Call drops during transfer over gateway 8-39
H.323 client DTMF digits not detected 8-39
Redirected call is disconnected 8-40
The Cisco Unified CCX server runs out of disk space 8-40
Cisco Unified CCX Server runs at 100% capacity or is slow 8-41
Database Subsystem goes into partial service 8-42
JTAPI subsystem is in partial service 8-42
Unable to connect to JTAPI provider 8-43
The Simple Recognition step takes the unsuccessful branch 8-43
Calling party and Cisco Unified CCX do not have common codec 8-44
Prompts with incorrect codec being played out 8-44
Prompt Exception in Cisco Unified CCX Engine log file 8-44
Cisco Unified CCX Engine does not start 8-44
Application subsystem in partial service and application running for an unexpectedly long time 8-45
Cisco Unified CCX Server and Active Directory integration results in some services being
unregistered
8-45
Cisco Unified CCX Real-Time Reporting Problems 8-46
Attempting to run a real-time report causes an error 8-46
After installing JRE, the user receives a message from real-time reporting saying to install JRE 8-46
Contact entry is stuck in real-time reporting 8-47
Cisco Unified CCX Historical Reporting Problems 8-48
Exported PDF report does not print in landscape orientation 8-49
User login missing in Windows XP after installing HR client 8-49
Client and Server security policies do not match 8-49
Charts do not appear properly in MS Excel format 8-50
Columns of data missing in report in MS Excel format 8-50
Records truncated in report in MS Excel format 8-50
Agent names overwritten on charts 8-50
RTF Report containing charts has tabular report headings 8-51
Scheduler icon does not appear on Terminal Services client 8-51
Scheduler stops working with an error in logs 8-51
Reports do not execute at scheduled times 8-51
Search dialog box and Preview tab appear in English on Windows system with locale set to
German
8-52
Dialog box does not appear as expected when report is exported 8-52