Cisco Cisco Customer Response Solution Downloads Leaflet
41
Troubleshooting Cisco Customer Response Applications
OL-3051-01
Diagnosing and Correcting Cisco CRA Problems
CRA Engine Problems
2.
Turn off Cisco CallManager polling. Polling enables JTAPI (and therefore the
telephony applications that use JTAPI, such as CRA) to detect the addition of
devices to an application or user’s controlled list. For example, polling can
detect when an agent is added to a call center or a CTI port is added to the
CRA Engine. If you do turn off polling, Cisco CallManager does not update
new devices automatically. For example, you must restart the CRA Server
after adding a new CTI port or route point to Cisco CallManager.
telephony applications that use JTAPI, such as CRA) to detect the addition of
devices to an application or user’s controlled list. For example, polling can
detect when an agent is added to a call center or a CTI port is added to the
CRA Engine. If you do turn off polling, Cisco CallManager does not update
new devices automatically. For example, you must restart the CRA Server
after adding a new CTI port or route point to Cisco CallManager.
3.
If you are using a smaller system with many applications running at the same
time, install the different telephony applications on separate servers or use an
MCS-7835.
time, install the different telephony applications on separate servers or use an
MCS-7835.
JTAPI subsystem is in partial service
Symptom
The Engine Status area in the Engine web page shows that the JTAPI
subsystem is in partial service.
Possible Cause
The JTAPI client was not set up properly. At least one, but not all,
of the CTI ports, route points, or dialog channels (CMT or Nuance) could not
initialize.
initialize.
Recommended Action
1.
Refer to the CRA trace files to determine what did not initialize.
2.
Verify that all CTI ports and CTI route points are associated with the JTAPI
user in Cisco CallManager.
user in Cisco CallManager.
3.
Verify that the Cisco CallManager and JTAPI configuration IP addresses
match.
match.
4.
Verify that the Cisco CallManager JTAPI user has control of all the CTI ports
and CTI route points.
and CTI route points.
5.
Verify that the LDAP directory is running on the computer specified in the
Directory Host Name field in the Directory Setup web page Configuration
Setup area.
Directory Host Name field in the Directory Setup web page Configuration
Setup area.
6.
Verify that the application file was uploaded to the repository using the
Repository Manager.
Repository Manager.