Cisco Cisco Customer Response Solution Downloads Fascicule
35
Troubleshooting Cisco Customer Response Applications
OL-3051-01
Diagnosing and Correcting Cisco CRA Problems
CRA Engine Problems
The CRA Engine is running but calls are not answered
Symptom
The CRA Engine is running but the CRA system does not answer calls.
Possible Cause
The JTAPI subsystem is out of service, the trigger is disabled, the
application is disabled, the maximum number of sessions or maximum number of
tasks were exceeded, or no CTI ports or media channels are available for the
trigger.
tasks were exceeded, or no CTI ports or media channels are available for the
trigger.
Recommended Action
1.
From the CRA Administration web page, choose System > Engine and verify
that the JTAPI subsystem is in service.
that the JTAPI subsystem is in service.
–
If the JTAPI subsystem is in partial service, see the
.
–
If the JTAPI subsystem out of service, refer to the “CRA Provisioning for
Cisco CallManager” section in Chapter 4 in Getting Started with
Cisco Customer Response Applications for information about
configuration.
Cisco CallManager” section in Chapter 4 in Getting Started with
Cisco Customer Response Applications for information about
configuration.
2.
From the CRA Administration web page, choose Subsystems > JTAPI and
click the JTAPI Triggers hyperlink. If False appears in the Enabled column
for the trigger, double-click the trigger, click the Enabled Yes radio button,
and then click Update.
click the JTAPI Triggers hyperlink. If False appears in the Enabled column
for the trigger, double-click the trigger, click the Enabled Yes radio button,
and then click Update.
3.
From the CRA Administration web page, choose Applications >
Configure Applications. If No appears in the Enabled column for the
application, double-click the application, click the Enabled Yes radio button,
and then click Update.
Configure Applications. If No appears in the Enabled column for the
application, double-click the application, click the Enabled Yes radio button,
and then click Update.
4.
In the CRA trace files, verify that the calls do not exceed the maximum
number of allowed sessions.
number of allowed sessions.
5.
In the CRA trace files, verify that the calls do not exceed the maximum
number of allowed tasks.
number of allowed tasks.
6.
In the CRA trace files, make sure that there are no messages regarding
insufficient free CTI ports or media channels.
insufficient free CTI ports or media channels.