Cisco Cisco Customer Response Solution Downloads Leaflet
Diagnosing and Correcting Cisco CRA Problems
Cisco IP ICD Problems
8
Troubleshooting Cisco Customer Response Applications
OL-3051-01
RM-CM subsystem is out of service
Symptom
The Resource Manager Contact Manager (RM-CM) subsystem is out of
service.
Possible Cause
The RM JTAPI user in Cisco CallManager is not configured
properly.
Recommended Action
1.
From the CRA Administration web page, choose Subsystems > ICD, click
the RM JTAPI Provider hyperlink, and then make sure that the information
in the RM JTAPI User ID and Password fields matches the information for the
RM JTAPI user in Cisco CallManager.
the RM JTAPI Provider hyperlink, and then make sure that the information
in the RM JTAPI User ID and Password fields matches the information for the
RM JTAPI user in Cisco CallManager.
2.
In Cisco CallManager, verify that the Enable CTI Use option is enabled for
the RM JTAPI user.
the RM JTAPI user.
Agent or CSQ does not appear in Cisco Desktop Administrator
Symptom
After adding an agent or a contact service queue (CSQ) in CRA
Administration, the agent or the CSQ does not appear in the Cisco Desktop
Administrator.
Administrator.
Possible Cause
The Cisco Desktop Administrator is automatically updated
periodically to reflect configuration changes that are made in CRA
Administration. This periodic update may not have occurred yet.
Administration. This periodic update may not have occurred yet.
Recommended Action
To force an update, from the Cisco Desktop Administrator,
choose Locations > Setup and then click Synchronize Directory Services.