Cisco Cisco Customer Response Solution Downloads Troubleshooting Guide
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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Engine Problems
Agent cannot go Ready after logging in
Symptom
Agent cannot go Ready after logging in.
Error Message The Cisco Agent Desktop says that the resource's device is off and the
agent extension is out of service.
agent extension is out of service.
Possible Cause
The agent's ephone does not have a session-server configured.
Recommended Action
Make sure the session server of the agent's ephone is set to the Cisco Unified CCX
session server.
Voice Browser step throws an exception
Symptom
When the URL specified in Voice Browser step uses "ServerName" instead of IP Address, the
step throws an exception, "UnknownHostException."
Error Message
None
.
Possible Cause
The Java Virtual Machine (JVM) caches a previously resolved entry, that is no longer
correct, until the JVM is restarted.
Recommended Action
Restart the Cisco Unified CCX Engine.
Cisco Unified CCX Engine does not start and an RMI port in use error appears
Symptom
The Cisco Unified CCX Engine does not start and a Remote Method Invocation (RMI) port in
use error appears in the Cisco Unified CCX trace files.
Error Message
RMI port in use
.
Possible Cause
Another process is using the port that the Cisco Unified CCX Engine is attempting to use.
Recommended Action
From the Cisco Unified CCX Administration web page, complete the following
steps:
Step 1
Choose System > System Parameters.
Step 2
Enter a different port in the RMI Port Number field.
Step 3
Stop and then restart the Cisco Unified CCX Engine.
Step 4
If Cisco Unified CCX Engine is shown "Invalid" from Cisco Unified CCX Administration, see the
troubleshooting tip "Service constantly shows Invalid".
troubleshooting tip "Service constantly shows Invalid".