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Troubleshooting Cisco Customer Response Applications
OL-3051-01
Diagnosing and Correcting Cisco CRA Problems
Cisco IP ICD Problems
Changes are not saved when you modify a resource group, skill,
resource, or CSQ
resource, or CSQ
Symptom
You click Update in CRA Administration after modifying a resource
group, skill, resource, or CSQ, but your changes are not saved.
Possible Cause
The CRA database was not configured properly during the
installation process.
Recommended Action
Perform the following steps on the CRA server:
1.
Verify that the following settings are correct in the wfengine.properties file,
which is located by default in the C:\Program Files\wfavvid directory:
which is located by default in the C:\Program Files\wfavvid directory:
•
HISTORICAL_REPORTING_SERVER should specify the IP address or
host name of the CRA server.
host name of the CRA server.
•
HISTORICAL_REPORTING_URL should be jdbc\:odbc\dsn_cra.
2.
Choose Start > Settings > Control Panel > Administrative Tools >
Data Sources (ODBC). Choose the System DSN tab and make sure that
dsn_cra appears in the list of system data sources. If dsn_cra does not appear,
re-run the CRA installation program.
Data Sources (ODBC). Choose the System DSN tab and make sure that
dsn_cra appears in the list of system data sources. If dsn_cra does not appear,
re-run the CRA installation program.
An agent does not go to Work state after handling a call
Symptom
An agent does not go to Work State after handling a call, even though
the CSQ is configured with Auto Work turned on.
Possible Cause
An agent will not go to Work State after handling a call if the agent
presses the Ready button while in Talk state. In addition, if the agent services
multiple CSQs, Auto Work may not be configured for each CSQ. The agent will
only go to Work State if the call comes from a CSQ where Auto Work is enabled.
multiple CSQs, Auto Work may not be configured for each CSQ. The agent will
only go to Work State if the call comes from a CSQ where Auto Work is enabled.
Recommended Action
None.