Cisco Cisco Customer Response Solution Downloads Troubleshooting Guide

C H A P T E R

7-1

Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)

Diagnosing and Correcting Cisco Unified CCX
Problems

The troubleshooting section describes problems that you might encounter when using the Cisco Unified
CCX system. For each problem, this manual lists symptoms, possible causes, and corrective actions that
you can take.

This section assumes that you are familiar with the Cisco Unified CCX Administration web interface,
Cisco Unified CCX trace and log files, and various Windows administrative tasks. For more
information, refer to the Cisco Unified Contact Center Express Administration Guide and your Windows
documentation.

This chapter contains the following topic:

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General Troubleshooting Steps, page 7-1

General Troubleshooting Steps

The following troubleshooting steps can help you diagnose most problems with your Cisco Unified CCX
products:

Step 1

Verify that Cisco Unified Communications Manager (Cisco Unified CM) is running.

Step 2

Verify that the Cisco Unified CCX Node Manager service is registered.

Step 3

Verify that you uploaded the application.aef files to the repository using the Script Management page
and that you refreshed the Cisco Unified CCX Engine after making a change to an application.

Step 4

Refer to the Release Notes for known problems.

Step 5

Verify that the Cisco Unified CCX Node Manager service is running under a user account with
Administrator privileges.

Step 6

Stop and start the Internet Information Server (IIS).

Step 7

Save log files to prevent them from being overwritten.

Step 8

Save the application (.aef) file.

Step 9

Before debugging Cisco Unified CCX Administration problems, turn on the Debugging trace level
option for the ADM subfacility.

Step 10

Verify that there is network connectivity to the CRA server.