Cisco Cisco Unified Contact Center Enterprise 8.0(1) Troubleshooting Guide
Cisco IPCC Troubleshooting Guide
Document ID: 23843
Contents
Introduction
Prerequisites
Requirements
Components Used
Conventions
Symptoms and Troubleshooting Actions
Cisco IPCC PIM Does Not Go Active
JGW Process Does Not Go Active
Prerequisites
Requirements
Components Used
Conventions
Symptoms and Troubleshooting Actions
Cisco IPCC PIM Does Not Go Active
JGW Process Does Not Go Active
Directory Problems (Configuration, Not Running, Directory Password)
Agent Cannot Log In
Agent Cannot Make Call
Agent Cannot Go −− Not Ready, Busy, or Other
Agent Cannot Go Ready
Agent Cannot Logout
Agent Shows Active Call or Agent Talking, But No Call At Phone
Calls Clear Soon After Alert or Established
Post Routing Does Not Work
Routing Script Does Not Dequeue Call When Agent Becomes Available
Ring No Answer Heard When All Agents and Queue Ports Are Busy
Arbitrary Transfers Get Inconsistent Results
Alternate Does Not Work
Conferenced Party Cannot Conference in Another Party
Agent Station Logged Out Unexpectedly
Agent Does Not Behave as Configured in Agent Desk Settings
Consult Transfers Fail
Translation Route to VRU Does Not Work
Route Request Does Not Get to "Translation Route to VRU Node" in the Route Script
Translation Route Time Outs in Router Log
VRU PIM Log Indicates DNIS Not Found on Trunk Group X
Check ICM Configuration
Troubleshoot the Cisco IP IVR − ICM Interface
Translation Route Fails
Script Does Not Play or Plays Error Message
JTAPI Status Shows Partial Service
ICM Status on IP IVR Shows Partial Status
Stutter Prompt Heard When a Call is Dequeued from the Router
Troubleshoot IVR Service Statistics
No Service Statistics or Termination Call Detail Records Are Generated
VRU Reports All Calls as Connected, Not Queued as Required
Calls Are Counted Against Wrong Service or do not Appear in Service Reports
Troubleshoot Cisco CallManager
Turn on the Trace for Cisco CallManager
Change Cisco CallManager IP Addresses
Debug Tools
Procmon
Agent Cannot Log In
Agent Cannot Make Call
Agent Cannot Go −− Not Ready, Busy, or Other
Agent Cannot Go Ready
Agent Cannot Logout
Agent Shows Active Call or Agent Talking, But No Call At Phone
Calls Clear Soon After Alert or Established
Post Routing Does Not Work
Routing Script Does Not Dequeue Call When Agent Becomes Available
Ring No Answer Heard When All Agents and Queue Ports Are Busy
Arbitrary Transfers Get Inconsistent Results
Alternate Does Not Work
Conferenced Party Cannot Conference in Another Party
Agent Station Logged Out Unexpectedly
Agent Does Not Behave as Configured in Agent Desk Settings
Consult Transfers Fail
Translation Route to VRU Does Not Work
Route Request Does Not Get to "Translation Route to VRU Node" in the Route Script
Translation Route Time Outs in Router Log
VRU PIM Log Indicates DNIS Not Found on Trunk Group X
Check ICM Configuration
Troubleshoot the Cisco IP IVR − ICM Interface
Translation Route Fails
Script Does Not Play or Plays Error Message
JTAPI Status Shows Partial Service
ICM Status on IP IVR Shows Partial Status
Stutter Prompt Heard When a Call is Dequeued from the Router
Troubleshoot IVR Service Statistics
No Service Statistics or Termination Call Detail Records Are Generated
VRU Reports All Calls as Connected, Not Queued as Required
Calls Are Counted Against Wrong Service or do not Appear in Service Reports
Troubleshoot Cisco CallManager
Turn on the Trace for Cisco CallManager
Change Cisco CallManager IP Addresses
Debug Tools
Procmon