Troubleshooting Guide

8-21
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Administration Problems
Some prompts do not play
Symptom A prompt in a script does not play. The script may or may not continue executing.
Error Message None.
Possible Cause A prompt is missing in the language directory for the language used by the script. By
default, the Play Prompt step is set to continue if it encounters an error and the script will continue to
play if it encounters a missing prompt. If you have changed the Play Prompt step to not continue if it
encounters an error, the script will stop executing.
Recommended Action Refer to the Cisco Unified CCX trace files to find the missing prompt. Provide the
missing prompt in the language folder shown in the Cisco Unified CCX trace files.
Some prompts in a script play in the language specified and other prompts play
in English
Symptom A script is set to a language other than US English, but some prompts play in US English.
Error Message None.
Possible Cause A prompt is missing in the language directory for the language used by the script. If the
default language for the script uses the same rules as US English, the system will automatically replace
the missing prompt with a US English prompt.
Recommended Action Refer to the Cisco Unified CCX trace files to find the missing prompt and provide
the missing prompt in the language folder shown in the Cisco Unified CCX trace files.
A prompt plays phrases in the wrong order
Symptom A prompt played by the Create Generated Prompt step plays the correct language but plays
phrases in the wrong order. For example, a prompt that you expect to play as “month, day, year” plays
as “year, month, day.”
Error Message None.
Possible Cause The Create Generated Prompt step is using incorrect rules for the language.
Recommended Action If creating a new language or adapting an existing language for a new locale, check
the PromptGenerator.properties file and make sure that it is using the correct rules for the language.
Cisco Unified CCX Administration Problems
This section contains the following troubleshooting tips on Cisco Unified CCX Administration
problems:
• The Cisco Unified CCX Administration Authentication web page is not available, page 8-22
• Uploading a license file can result in a warning message, page 8-23
• User cannot log in to the Cisco Unified CCX web page, page 8-23