Troubleshooting Guide

8-18
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Problems
Agents do not show in a CSQ
Symptom A CSQ is configured with a group of agents for Skill A and a group of agents for Skill B;
however, the agents do not show up in the CSQ.
Error Message None.
Possible Cause Agents do not have all the skill levels of the CSQ or the skill level of the agents do not
have equal or higher skill levels than that of the CSQ.
Recommended Action Verify that agents have all the skill levels of the CSQ and that the agents have equal
or higher skill levels than that of the CSQ.
Updating a NIC driver disables silent monitoring and recording
Symptom After updating a network interface card (NIC) driver, the Cisco Supervisor Desktop and Cisco
Agent Desktop Silent Monitoring and Recording features do not work.
Error Message None.
Possible Cause This problem can occur if you have updated a NIC driver on a server on which you
checked the VoIP Monitor Server check box during the installation of Cisco Unified CCX.
Recommended Action Reinstall Cisco Unified CCX. Make sure to check the VoIP Monitor Server check
box in the Component Distribution pane.
Agent alternates between Reserved and Ready state
Symptom Agent alternates between Reserved and Ready state. Transfer fails with reason Busy.
Error Message None.
Possible Cause The Busy trigger flag for the device is not configured properly.
Recommended Action Check the agent's device configuration and configure Max Calls as 2 and Busy
Trigger as 1.
Agent in Reserved state but the consult transfer fails repeatedly
Symptom Agent is in Reserved state but the consult transfer fails repeatedly.
Error Message None.
Possible Cause The agent phone and the CTI ports are in different regions or the codec between Cisco
Unified CCX and Cisco Unified CM for that device is not the same.
Recommended Action Check if Agent phones and CTI ports are in the same region. Also check if the
codec associated with that region is same as the one configured in Cisco Unified CCX.