Cisco Cisco Unified Customer Voice Portal 10.5(1)

A-37

Cisco Customer Voice Portal (CVP) Release 3.0(0) Configuration and Administration Guide

Appendix A Troubleshooting

IP Phone

Table A-9

describes how to resolve problems you might encounter with the IP Phone interface.

Content Switch Server

Table A-11

describes how to resolve problems you might encounter with the optional external CVP

VoiceXML Server component.

Table A-9

IP Phone Troubleshooting

Symptom

Possible Cause and Solution

One-way audio after IP
Transfer.

Possible Cause:

Configuration information is missing in IOS Gateways.

Possible Solution:

Please refer the following document from CCO:

http://www.cisco.com/en/US/tech/tk652/tk698/technologies_tech_note

09186a008009484b.shtml

Table A-10 Content Switch Sever L Server Troubleshooting

Symptom

Possible Cause and Solution

CSS shows app server out of
service but app server is up.

Possible Cause:

The keepalive retryperiod is set too low.

Possible Solution:

The CSS polls the CVP app server with a special CVP script that is
manually placed on the CSS (ap-kal-httpvxml). The keepalive
retryperiod must be greater than the retryperiod specified in that script
(4 seconds). Make sure the CSS keepalive retryperiod is set to 6 (see
example below). Also do a ‘show script ap-kal-httpvxml’ on the CSS to
verify that the script exists.

service vxml1

keepalive maxfailure 1

keepalive retryperiod 6

Note

Make sure this value is set to 6. Values less than 6 causes the
CCS to treat the CVP machine as out of service.

ip address 10.86.129.22

keepalive type script ap-kal-httpvxml "10.86.129.31"

Note

This special CVP keepalive script must be copied from the CVP
ApplicationServer\Downloads folder to the CSS via a tftp
server. CSS command is ‘copy tftp 10.86.142.224
askeepalive.txt script ap-kal-httpvxml’

active