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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Problems
A media step causes a Could not create PlayPromptDialog Object exception
Symptom
Any media step except SendDigitString causes the following exception in the Cisco Unified
CCX trace files.
Error Message
Could not create PlayPromptDialog Object:
Exception=com.cisco.channel.ChannelUnsupportedException: com.cisco.dialog.PlayPromptDialog is
not supported.
not supported.
Possible Cause
A Primary Dialog Group was not specified when a trigger was defined.
Recommended Action
After you add an application in the Cisco Unified CCX Application Configuration
web page, you must define a trigger. When you define a trigger for the application, you must define both
a Call Control Group and a Primary Dialog Group in the JTAPI Trigger Configuration window.
a Call Control Group and a Primary Dialog Group in the JTAPI Trigger Configuration window.
Unable to make any Cisco Unified CCX configuration changes
Symptom
When trying to save Cisco Unified CCX configuration changes, Cisco Unified CCX
Administration shows an error message.
Error Message
There was an error reading/updating the database. Please contact your administrator
.
Possible Cause
All "Cisco Unified CCX SQL Server - Config" services need to be IN-SERVICE in order
to make Cisco Unified CCX configuration changes. If one or more services are down, you cannot update
the Cisco Unified CCX configuration.
the Cisco Unified CCX configuration.
Recommended Action
Check the state of all "Cisco Unified CCX SQL Server - Config" services in the
cluster. If a service is stopped, start it. Make sure the "Cisco Unified CCX Config datastore" component
is activated.
is activated.
Some resource selection criteria are missing
Symptom
When trying to configure a CSQ, Cisco Unified CCX Administration does not show all the
resource selection criteria.
Error Message
None
.
Possible Cause
The CSQ is resource-group based. A resource-group based CSQ has Longest Available,
Most Handled Contact, Shortest Average Handle Time, Linear and Circular criteria. A skills-based CSQ
has Longest Available, Most Handled Contact, Shortest Average Handle Time, Most Skilled, Least
Skilled, Most Skilled by weight, Least Skilled by Weight, Most Skilled by Order, and Least Skilled by
Order criteria.
has Longest Available, Most Handled Contact, Shortest Average Handle Time, Most Skilled, Least
Skilled, Most Skilled by weight, Least Skilled by Weight, Most Skilled by Order, and Least Skilled by
Order criteria.
Recommended Action
You might want to use a skills-based CSQ in order to use a specific resource
selection criteria.