Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Troubleshooting Guide

An error occurs when using the Reactive Debugging tool.

Error Message   Not defined.

Using the Cisco Unified CCX Editor Reactive Debugging tool on a translation routed call 

can cause an error.

From the ICM Configuration Manager, choose Tools > List Tools > Network VRU 

Script List and temporarily increase the value in the Timeout field for the script.

In the Select Resource Step, if the RNA timeout in the script is longer than 1 minute, the 

associated agent is automatically put into Ready state and cannot answer further calls through CAD.

None.

When agents get an inbound ICD call, they are put in Reserved state and RNA timeout 

controls when the call has to be pulled back to the queue owing to no answer from the agent. Once RNA 
is hit, the corresponding agent is put to Not Ready.

If the RNA timeout value is more than 1 minute, increase the following registry 

value for Reserved threshold to the same value as the RNA timeout:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco systems, 
Inc.\CRS\Properties\SubsystemRmCm.properties\com.cisco.wf.subsystems.rmcm.reservedDurationTh
reshold

Agent has invalid state transition from Reservedto Available to Talking.

None

.

The script flow includes a script with Call Redirect step which redirects the call to a 

translation pattern, which maps back to another Cisco Unified CCX route point. The Cisco Unified CCX 
route point queues and routes the call to the agent. 

Modify the script to redirect the call directly to a Cisco Unified CCX route point 

rather than a translation pattern or any other device which forwards the call to a Cisco Unified CCX route 
point.

It is normal for the following CRS subsystems to be in Partial service or Out of Service if the subsystems 
are not configured. They will only be in service if you have configured the server to use them.

Database subsystem—In service only if you have configured an external database, such as a 
database dip when a call comes in.