Cisco Cisco Unified Customer Voice Portal 10.0(1)
A-5
Cisco Internet Service Node (ISN) Configuration and Administration Guide
OL-1251-03
Appendix A Troubleshooting
Application Server
After changing the IP
Address of the Application
Server machine, the
Application Server will not
start correctly.
Address of the Application
Server machine, the
Application Server will not
start correctly.
Possible Cause:
Information is not registered with Windows 2000 Services.
Possible Solution:
Do the following:
1.
Select Start > Programs > Administrative Tools > Services.
2.
Stop and start the DC Directory Service.
3.
Stop and start the IIS service.
Callers hear critical error
media and “Dialogue Failure
Event” errors appear in the
Application Server log files.
media and “Dialogue Failure
Event” errors appear in the
Application Server log files.
Possible Cause:
If a call reaches the end of ICM script processing without being queued
or released, the ICM sends a “Dialogue Failure Event” message to the
Application Server. The Application Server, in turn, sends an error
message to the Voice Browser.
or released, the ICM sends a “Dialogue Failure Event” message to the
Application Server. The Application Server, in turn, sends an error
message to the Voice Browser.
Possible Solution:
The author of the script must ensure that each path in the script should
end with one of the following Script Editor nodes: Release, Label, Skill
Group, or Queue to Skill Group.
end with one of the following Script Editor nodes: Release, Label, Skill
Group, or Queue to Skill Group.
“ISN-SS_TEL-3_ERROR:
ISN does not support transfer
to audio file” error appears in
the Application Server log
file.
ISN does not support transfer
to audio file” error appears in
the Application Server log
file.
Possible Cause:
The ISN script on the NAM/ICM includes a Busy or Ring node.
Possible Solution:
ISN Version 2.1 does not support the Busy or Ring nodes; remove them
from the script.
from the script.
Cannot start Application
Server with error message
“5:May 30 11:46:30.403
EDT %ISN-ENG-3-Error in
initializing RMI Manager:
com.cisco.wfapi.WFExcep-
tion:Failed to start RMI
Server:java.rmi.server.
ExportException:Port
already in use:1099; nested
exception is: java.net.Bind-
Exception:Address in use”
Server with error message
“5:May 30 11:46:30.403
EDT %ISN-ENG-3-Error in
initializing RMI Manager:
com.cisco.wfapi.WFExcep-
tion:Failed to start RMI
Server:java.rmi.server.
ExportException:Port
already in use:1099; nested
exception is: java.net.Bind-
Exception:Address in use”
Possible Cause:
ISN uses 1099 as the default RMI port for the communication between
Application Administration and the Application Server Engine. If this
port is used by other application, ISN will not be able to start up.
Possible reasons include:
Application Administration and the Application Server Engine. If this
port is used by other application, ISN will not be able to start up.
Possible reasons include:
•
The port is used by the operating system for other purposes, such as
a Mapped Network Drive to another machine.
a Mapped Network Drive to another machine.
•
The port is used by another application, such as the Voice Browser
or Messenger, which is given the port to use by the Windows 2000
operating system from the ephemeral port range (ports which are
not designated as “well known” and, thus, available for use).
or Messenger, which is given the port to use by the Windows 2000
operating system from the ephemeral port range (ports which are
not designated as “well known” and, thus, available for use).
Possible Solution:
If the application using ISN default RMI port 1009 is not necessary, such
as Messenger, you need to shut down the application and restart it after
starting ISN.
as Messenger, you need to shut down the application and restart it after
starting ISN.
If the application must be run on the same server as the Application
Server, and if it cannot be configured to avoid the use of port 1099,
change the RMI port number configured at the Application Server. If the
Cisco ISN Application Server Service is running, shut it down. Then
change the RMI port in Application Administration to another available
TCP port in the range 1024-64000 and restart the service.
Server, and if it cannot be configured to avoid the use of port 1099,
change the RMI port number configured at the Application Server. If the
Cisco ISN Application Server Service is running, shut it down. Then
change the RMI port in Application Administration to another available
TCP port in the range 1024-64000 and restart the service.
Note
You can enter netstat -a in a DOS command window to view the
list of currently in-use TCP ports; choose a port number not in that
list.
list of currently in-use TCP ports; choose a port number not in that
list.
By changing the RMI port, on the Application Administration Engine
Status page, you will see the yellow traffic light appear with the
UNAVAILABLE state temporarily before all subsystems states change
to the RUNNING state.
Status page, you will see the yellow traffic light appear with the
UNAVAILABLE state temporarily before all subsystems states change
to the RUNNING state.
Table A-2
Application Server Troubleshooting (continued)
Symptom
Possible Cause and Solution