User ManualTable of ContentsTitle1Contents3Preface13Purpose13Audience13Organization13Related Documents14Conventions14Obtaining Documentation15Cisco.com15Product Documentation DVD15Ordering Documentation16Documentation Feedback16Cisco Product Security Overview16Reporting Security Problems in Cisco Products16Product Alerts and Field Notices17Obtaining Technical Assistance17Cisco Support Website17Submitting a Service Request18Definitions of Service Request Severity19Obtaining Additional Publications and Information19Serviceability21About Serviceability23About CRS Serviceability23Serviceability Support23CiscoWorks Support24Syslog Support25Remote Serviceability25Unified CCX Call Statistics, Recording, and Monitoring Server Serviceability Support26Simple Network Management Protocol Support27About Simple Network Management Protocol (SNMP)27SNMP Basics27SNMP Agent and Subagents28SNMP Management Information Base (MIB)28SYSAPPL-MIB28CISCO-VOICE-APPS-MIB32CISCO-CDP-MIB32SNMP Traps32SNMP Trap Messages32Failover Traps33Setting up SNMP Traps33Setting the SNMP Trap Receiver33Setting the SNMP Community Names34Starting, Stopping, and Confirming the SNMP Service35Snapshot of Traps During Startup35Snapshot of Traps During Shutdown36Alarm Service37About Alarms37Cisco CRS Alarm Service37Starting and Confirming the Alarm Service38Configuring the Alarm Service39Viewing Alarm Messages39Viewing Alarm Messages Sent to a Syslog Server39Viewing Alarm Messages Sent to an SNMP Trap Receiver41Viewing Alarm Messages Sent to a Windows Event Log41Alarm Definitions41Finding Information About an Alarm41Trace43About Trace Files43The Component Trace File44Configuring the Component Trace File44Trace Level Options45Setting Trace Level Options49Viewing and Interpreting the Trace Files50Displaying a Trace File50Interpreting a Trace File50The Thread Dump Trace File50Writing to the Thread Dump Trace file51Displaying the Thread Dump Trace File51The CRS Log Files51Cisco Desktop Product Suite Installation Logs53CRS Log Collection Tool53Cisco Discovery Protocol Support55About the Cisco Discovery Protocol (CDP)55Using the CDP Driver56Accessing CDP Driver Control56Installing the CDP Protocol Driver56Starting the CDP Protocol Driver56Enabling the CDP Protocol Driver57Showing the CDP Protocol Driver Properties57Updating an IP Address for the CDP Protocol Driver57Locating Updated CDP Driver and Interface Files58Default CDP Settings58Cisco Support Tools59About Cisco Support Tools with Cisco CRS59Accessing Cisco Support Tools59Troubleshooting61Diagnosing and Correcting Cisco CRS Problems63General Troubleshooting Steps63Troubleshooting Tips65Installation Problems66One node on a CRS 5.0 two-node cluster crashes beyond repair66Backup, Restore, and Update Problems66Backup, Restore, and Upgrade cannot be started from a client desktop67During Backup, Restore, or Upgrade, an exception is seen in UI67Backup failed for a One or Two-Node system68CRS 4.5 profile name is missing68Page Not Found message is displayed during Restore or Upgrade68Restore fails due to a file not being found69Restore failed for a one-node system69Restore failed on a two-node system that had run before the Restore70Restore failed on a two-node system that was re-imaged71Some RmCm configuration is missing after Upgrade72CME Telephony subsystem problems72A functional routing point stopped working or the CME Telephony subsystem is in partial service72Cisco Unified Communications Manager Automated Attendant problems73Dial by name does not find the specified server73Automated Attendant prompt is not played73Cisco Unified Communications Manager Express Problems74Agent cannot log in on shared line74Agent cannot log in on restricted line74When agent drops from conference, all parties on conference are dropped74Cisco Unified CCX Problems74RmCm subsystem is out of service75RmCm subsystem remains INITIALIZING75RmCm remains in Initializing state76Agents, Supervisors, or Teams are out of synch76Agent or CSQ does not appear in Cisco Desktop Administrator (CDA)76Agents do not appear in the Resources area in the Unified CCX Configuration web page77You cannot select the order of agents77Agent does not go to Work state after handling a call77A media step causes a Could not create PlayPromptDialog Object exception78Unable to make any Unified CCX configuration changes78Some resource selection criteria are missing78Unable to record an agent79Sometimes the supervisor can monitor and record an agent and sometimes he cannot79Calls to Unified CCX route points are disconnected79Calls are not routed to agents79Agents do not show in a CSQ80Caller gets dropped when an attempt is made to recall a Unified CCX agent extension after the agent previously parked the call80Updating a NIC driver disables silent monitoring and recording80Cisco Unified IP IVR Problems81Cisco Unified IP IVR drops callers when transferring to an extension81Prompts play in language81Some prompts do not play82Some prompts in a script play in the language specified and other prompts play in English82A prompt plays phrases in the wrong order82CRS Administration Problems82The CRS Administration Authentication web page is not available83Uploading a license file can result in a warning message84User cannot log in to the CRS web page84Refreshing subflow script does not update parent scripts84Unified Communications Manager users display in random order84CRS Supervisor web page cannot be viewed from CRS Server85Database table fields used by wallboard store data in milliseconds85Management pages display error message when selected85Zip file does not auto unzip on Document Management page86Invalid files message displays while uploading a zip file of prompts86A Component Manager goes into partial service when uploading a zip file87High call rejection rate under heavy load87CRS Admin Utility Problems87The cluster is not in synchronization88CRS Admin Utility exits or does not come up after login.88The CRS Admin Utility fails due to data corruption88The CRS Admin Utility will not run on a none bootstrap node89The CRS Admin Utility will not run since the Node Manager hung89CRS Database Problems89Cannot configure Application or System parameters from their pages in CRS Administration90HR client login error90Cannot activate DB components on HA node90CRS Databases are not purged as expected90Historical Database db_cra is full91E-mail notification of database purging activities is not sent91Syslog or SNMP trap notification of database purging activities is not sent92CRS Editor Problems92Change a string variable to an integer92Accept step error during active debug92Error occurs with Reactive Debugging Tool93CRS Engine Problems93Agent cannot go Ready after logging in94Voice Browser step throws an exception94CRS Engine does not start and an RMI port in use error appears94Attempting to start the Cisco CRS Node Manager service causes an error 106795Attempting to start the Cisco CRS Node Manager service causes an error 106995Application subsystem is in partial service95CRS Engine is running but calls are not answered96Changing the time on CRS machines results in agents getting logged off96An error message plays when calling a CTI route point97Changes to applications do not register97Call drops during transfer over gateway98H.323 client DTMF digits not detected98Redirected call is disconnected98The CRS server runs out of disk space99CRS Server runs at 100% capacity or is very slow99Database Subsystem goes into partial service100JTAPI subsystem is in partial service101Unable to connect to JTAPI provider101The Simple Recognition step takes the unsuccessful branch102Calling party and CRS do not have common codec102Prompts with incorrect codec being played out102Prompt Exception in CRS Engine log file103CRS Engine does not start103Application subsystem in partial service and application running for an unexpectedly long time103CRS Server and Active Directory integration results in some services being unregistered104CRS Real-Time Reporting Problems104Attempting to run a real-time report causes an error104After installing JRE, the user receives a message from real-time reporting saying to install JRE105CRS Historical Reporting Problems105Exported PDF report does not print in landscape orientation106User login missing in Windows XP after installing HR client106Client and Server security policies do not match107Charts do not appear properly in MS Excel format107Columns of data missing in report in MS Excel format107Records truncated in report in MS Excel format107Agent names overwritten on charts108RTF Report containing charts has tabular report headings108Scheduler icon does not appear on Terminal Services client108Reports do not execute at scheduled times108Search dialog box and Preview tab appear in English on Windows system with locale set to German109Dialog box does not appear as expected when report is exported109Error when choosing an option from the Historical Reporting web page109Truncated report description in Historical Reports client110Scheduled Historical Reports do not run110The SQL Command Failed dialog box appears when you try to generate a historical report110Some information appears in English on a German system111The Historical Reports client computer cannot connect to the CRS server111A Database Connection Error 5051 error appears111Export file name does not appear in Export dialog box112Cannot point to local applications from the Database Server Configuration page112Attempt to log in to the CRS Server from the Historical Reporting client fails and an error message is returned113Only three report templates available for Unified CCX Standard113Discrepancy in number of ACD calls shown on custom reports114Priority Summary Activity Report chart prints only partly in color114Scheduled Historical Reports do not run and message appears in CiscoSch.log file114Historical Reporting Client window shows nothing in user drop-down menu115Historical Reporting Client stops working; attempt to log in again results in error messages115Scheduler DOS exception error received when running a custom report116Columns displaced in Excel spreadsheet when exporting a report116Scheduler icon does not appear in Windows status bar116Error message appears indicating connection with database is broken117Automatic Speech Recognition (ASR) Problems117Names are not recognized117Recognition never times out118Alternate pronunciations and nicknames are not recognized118Reduced call completion rate under heavy load while using an MRCP ASR Group118MRCP ASR subsystem is out of service119Changes, additions, or deletions to MRCP ASR Providers, MRCP Servers, or Groups do not take effect119Calling a route point with an MRCP ASR Dialog Group results in default treatment120Outbound Problems120Agent does skip or skip-close but does not stay reserved121Agent is not getting callbacks121Agent is ready but does not get an Outbound call for up to Two minutes121Errors placing Outbound calls122Not all contacts get imported122On the Campaigns Configuration web page, the available CSQs list is empty even though there are CSQs configured under the RmCm subsystem122Outbound buttons do not show up on CAD122Outbound buttons show up but are disabled on CAD123Outbound calls are not getting dialed123Outbound call volume is low123Outbound System Service is not in service124RTR Outbound reports do not show all possible reclassification124Text-to-Speech (TTS) Problems124Provider becomes IN_SERVICE immediately125A TTS Prompt will not play125A TTS prompt is not recognizable126MRCP TTS subsystem is out of service126Long TTS prompts consume significant memory on CRS Server126Non-UTF-8 characters needed for some languages127A .wav file prompt playback is garbled when played by a TTS server127Changes, additions, or deletions to MRCP TTS Providers, MRCP Servers, locales, or genders do not take effect128Serviceability Problems128SNMP-based network management tools cannot monitor CRS components129File Manager in partial service129SNMP traps do not arrive at the trap receiver129Syslog messages not received by receiver130The Alarm Service does not start131Serviceability does not uninstall completely131Updating Data with the Serviceability Tool on One Node Does Not Update Other Nodes131Virus Scan software slows Call Completion Rate132CRS Internationalization Problems132Results not as expected for first name and last name in Chinese, Japanese, and Korean132Language specified is not accepted or played133VXML Problems133Voice Browser Step troubleshooting steps133Timeout attribute for non-input does not work134Menu Choice DTMF does not work134High Availability and Bootstrap135Transaction Manager cannot start135Have an exception on startup with a message like "unable to recover transaction" or an error message related to reading or modifying the "Tx.per" file.135High Availability and Failover136Previously configured log file size is not preserved after system upgrade136Conflicts in Datastore Control Center history137Cannot make configuration changes in HA cluster137Cannot make configuration changes in RmCm Subsystem137Service constantly shows Invalid138CRS server keeps rebooting due to CRS Node Manager failure138Cluster is in partial service138Server is in partial service139CRS does not accept call or function properly139Service Master/Slave status is not shown on CRS Administration Control Center139Cluster time synch fails140CRS Servers respond slowly in HA environment140Multilple failovers with high CPU usage140VoIP Monitor Problems140VoIP monitor does does not work correctly141CRS fails to start141Index143A143B143C143D145E145H145I146L146M146O146R146S146T147U147V148Size: 4.37 MBPages: 148Language: EnglishOpen manual