Manuel d'utilisation / d'entretien du produit 5.0(1) du fabricant Cisco Systems
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THE SPECIFICATIONS AND INFORMATION REGARDING T HE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOU T NOTICE. ALL STATEMEN TS, INFORMATION, AND RECO MMENDATIONS IN THIS MANU AL ARE BELIEVED TO BE ACCURAT E BUT ARE PRESENTED WITHO UT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED .
i Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) CONTENTS Preface i Purpose i Audience i Organization i Related Documents ii Conventi ons ii Obtaining Documentation iii Cisco.
Contents ii Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) SNMP Agent and Subagents 2-2 SNMP Management Information Base (MIB) 2-2 SYSAPPL-MIB 2-2 CISCO-VOICE-A.
Contents iii Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Writing to the Thread Dump Trace file 4-9 Displaying the Thread Dump Trace File 4-9 The CRS Log Fi.
Contents iv Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Restore failed on a two-node system that had run before the Restore 8-6 Restore failed on a two-node .
Contents v Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) CRS Administration Problems 8-18 The CRS Administration Authentication web page is not available 8-1.
Contents vi Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Changing the time on CRS machines results in agents getting logged off 8-32 An error message plays when calling a CTI route point 8-33 Changes to applications do not register 8-33 Call drops during transfer over gateway 8-34 H.
Contents vii Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) The Historical Reports client computer cannot connect to the CRS server 8-47 A Database Connection.
Contents viii Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Provider becomes IN_SERVICE immediately 8-61 A TTS Prompt will not play 8-61 A TTS prompt is not re.
Contents ix Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Cluster time synch fails 8-76 CRS Servers respond slo wly in HA environment 8-76 Multilple failover.
Contents x Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1).
i Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Preface Purpose The Cisco CRS Servicing an d T roubleshooting Gu ide provides instru ctions for us ing the CRS Serviceability tool s and helps you resolv e any probl ems you might ex perience with the CRS system.
ii Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Preface Related Documents Y ou might also need the foll owing documen ts: • Cisco CRS Administrati on Guide .
iii Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Preface Obtaining Documentation Cisco documentation and additi onal literature are a v ailable on Cisco.com. This section e xplains the product documentation r esources that Cisco of fers.
iv Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Preface Ordering Documentation Y ou must be a registered Cisco.com user to access Cisco Marketplace. Registered users may order Cisco documentation at the Product Docu mentation Store at this URL: http://www .
v Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Preface • 1 408 525-6532 Ti p W e encourage you to use Pretty Good Pri v acy (PGP) or a compatible product (for example, GnuPG) to encrypt any sensitiv e information that you send to Ci s c o .
vi Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Preface Note Before you submit a request for service online or b y phone, use the Cisco Product Identif ication T ool to locate your product serial number .
vii Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Preface Definitions of Service Request Severity T o ens ure that all servi ce requests ar e reported in a standard format, Cisco has establis hed sev erity definitions.
viii Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Preface • Networking Prof essionals Connection is an inte ract iv e website where netw orking professional.
P ART I S er viceability.
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CH A P T E R 1-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 1 About Serviceability Cisco Customer Response Solutions (CRS) Servic eabi lity enables remote network management suppo rt for the Cisco CRS system.
1-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 1 About Ser viceability CiscoWorks Support • Alarms—Use Alarms to obtain the run-t ime status and state of the Cisco CRS system and to tak e correcti ve action to f ix detected problems.
1-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 1 About Serviceability Syslog Support For more information about CiscoW orks, refer to the document ation a vai lable at this URL: http://www .cisco.com/en/US/products/sw /csco work/ps3996/t sd_products_support_ series_home.
1-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 1 About Ser viceability Unified CCX Call Statistics , Recording, and Monitoring Server Serviceability.
CH A P T E R 2-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 2 Simple Network Management Protocol Support This section contains the following topics: • Ab.
2-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port SNMP Agent and Su bagents • Management stations—Computer s on which the NMS is installed and from wh ich system administrators can retrie v e and ev aluate information from managed de vices.
2-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Ma nagement Protocol Su pport SYSAPPL-MIB The SYSAPPL-MIB allo ws you to use CiscoW.
2-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port SYSAPPL-MIB including b ut not limited to : – Manager.
2-5 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Ma nagement Protocol Su pport SYSAPPL-MIB • Cisco Desktop IP Phone Agent Service .
2-6 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port CISCO-VOICE-APPS-MIB For more information about the SYSAPPL-MIB, refer to this URL: ftp://ftp.cisco.com/pub/mi bs/v2/SYSAPPL-MIB.
2-7 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Ma nagement Protocol Su pport Setting up SNMP Traps When an SNMP agent detect s an alarm condition, it generates a trap (also called a not ification ) that is sent to conf igured IP addresse s.
2-8 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port Setting up SNMP Traps Y ou must conf igure at least o ne community string or SNMP will not respond to requests.
2-9 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Ma nagement Protocol Su pport Setting up SNMP Traps Step 12 Click OK to apply your changes and exit the SNMP Service Properties window .
2-10 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 2 Simple Network Management Protocol Sup port Setting up SNMP Traps Figur e 2-1 T raps Dur ing Startup Snapshot of Traps During Shutdown The follo wing e xample sho ws a snapshot oftraps generated b y CRS during shutdo wn.
CH A P T E R 3-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 3 Alarm Service This section contains the following topics : • About Alarms, page 3-1 • Cis.
3-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Cisco CRS Alarm Service • SNMP Tr ap Subagent—Processes alarms and sends them as traps to a configured trap receive r , such as the V o ice Health Monitor (VHM) in CiscoW orks.
3-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Viewing Alarm Messages Configuring the Alarm Service When you configure the Alarm Serv i ce, you prov ide the Cisco CRS system with infor mation about ho w to handle alarms.
3-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Viewing Alarm Me ssages Sent to a Syslog Serv er T o vie w alarm messages that were sent to a third-party Syslog server , refer to the documentation for that system.
3-5 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Viewing Alarm Messages Sen t to an SNMP Trap Receiver Viewing Alarm Messages Sent to.
3-6 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 3 Alarm Service Alarm Definitions • For a list of alarm message names that relate to a specific facility and subf ac ility , click the Catalog drop-down arro w , choose the de sired item, and then c lick Search .
CH A P T E R 4-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 4 Trace This section contains the following topics : • About T race Files, page 4-1 • The C.
4-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace The Component Trace File The Component Trace File Y ou can create a trace file for an y of th.
4-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Options Step 4 Click Update . Trace Level Options A trace file is a log file that records acti vity from the Cisco CRS component subsystems and steps.
4-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Op tions All applications that use the CRS T race library use a Syslog F acility Code. Ta b l e 4-2 lists the Facilities and Descriptions for the T race Files .
4-5 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Options EDT CRS Editor general ENG CRS Engine EXECUTOR _MGR Executor Manager EXP.
4-6 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Op tions MGR_MGR Manager Man ager NODE_MGR Node Manager P ALETTE Editor Palette P.
4-7 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Trace Level Options When the Unif ied CCX product i s running on a 7845 mach ine and tracin g is ON (the default ), limit the Busy Hour Call Co mpletions (BHCC) to 4 500 calls per hour .
4-8 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace Viewing and Interpre ting the Trace Files Viewing and Interpreting the Trace Files The Cisco CRS server stores th e trace files in the Log directory under the directory i n which you installed the Cisco CRS component.
4-9 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace The CRS Log Files Note There is also a Memory Dump f ile. It is located in CRS Administration in the same place as the Thread Dump fil e. It creates a memory dump f ile of the type memory<timest amp>.
Ta b l e 4-4 CRS Log Files Component Path File/Extension MSI Installer (root) • CRSMsiInstallLog.txt • CalInsta ll.log • CRSMsdeInsta llLog.txt • CRSAutorun.log • CRS-B ARSJVMinstallLog.txt • SQLInstallLog.txt • CRSMsiUnregister .log • UpdateT ool.
4-11 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace The CRS Log Files Cisco Desktop Product Suite Installation Logs If you need to locate the Cisco Desktop Product Suite, V ersion 6.4, log files, thi s section helps you to locate th em.
4-12 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 4 Trace The CRS Log Files The CRS Log Collection T ool dialog box appears. Step 3 Ent er the path and name of the zi p file you w ant to create and click Sa ve .
CH A P T E R 5-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 5 Cisco Discovery Protocol Support This section contains the following topics : • About the C.
5-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 5 Cisc o Di scovery Protocol Support Using the CDP Driver Using the CDP Driver Starting a system on which Cisco CRS is installed enables the CDP dri ver .
5-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 5 Cisco Discovery Protocol Su pport Updating an IP Address for the CDP Protocol Driver Enabling the CDP Protocol Driver T oenable the CDP protocol dri ver , follow t hese steps .
5-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 5 Cisc o Di scovery Protocol Support Locating Up dated CDP Driver and Inte rface Files Locating Updated CDP Driver and Interface Files Installing Cisco CRS updat es these components: • The CDP dri ver (cdp.
CH A P T E R 6-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 6 Cisco Support Tools This section contains the following topics : • About Cisco Support T oo.
6-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 6 Cisco Su pport Tools Accessing Cisco Support T ools.
P ART II T r oubleshooting.
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CH A P T E R 7-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 7 Diagnosing and Correcting Cisco CRS Problems The troubleshooting section describ es problems that you might encounter when using the Cisco Customer Response Solutions (CRS ) system.
7-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 7 Diagnosing and Correcting Cisco CRS Problems General Troubleshooting Steps The error output will be in t he follo wing f ile: c:program fileswfavvidlogMADMjvm.
CH A P T E R 8-1 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) 8 Troubleshooting Tips The follo wing sections pro vide help in corr ecting problems with Cisco CRS softw are.
8-2 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Installation Problems • Serviceability Prob lems, page 8-64 • CRS Interna.
8-3 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Backup, Restore, and Upd ate Problems • Page Not Found message is di splay.
8-4 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Backup, Restore, and Up date Problems Backup failed for a One or Two-Node system Symptom Backup failed f or a one or two-node system.
8-5 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Backup, Restore, and Upd ate Problems If Restore still fails, please conta ct T A C. Restore fails due to a file not being found Symptom Restore fails due to "<file-name> file is not f ound.
8-6 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Backup, Restore, and Up date Problems Step 5 Redo the restore. If you don't ha v e a copy of original Cl usterData folder: Step 1 Rei nstall the CRS server usi ng W in2K3 OS.
8-7 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Backup, Restore, and Upd ate Problems Restore failed on a two-node system that was re-imaged Symptom Restore failed on a tw o-node system.
8-8 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CME Telephony subsystem proble ms Some RmCm configuration is missing after Upgrade Symptom After the 4.
8-9 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified Communications Mana ger Automated Attendant proble ms Cisco Un.
8-10 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Cisco Unified Communications Manager Express P roblems Cisco Unified Communi.
8-11 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified CCX Problems • Agents, Supervisors, or T eams are out of sy.
8-12 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Cisco Unified CCX Problems Step 1 Check the RM JT API provider conf iguration and then stop and restart the CRS engine. Step 2 Check to be sure the w orkflo w sc ripts CM.
8-13 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified CCX Problems Agents do not appear in the Resources area in the Unified CCX Configuration web page Symptom No agents a ppear in the Re sources area in th e Unified CCX Conf iguration web page.
8-14 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Cisco Unified CCX Problems A media step causes a Could not create PlayPromptDialog Object exception Symptom Any media step except SendDigitStrin g causes the follo wing e xception in the CRS trace f iles.
8-15 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified CCX Problems Unable to record an agent Symptom A supervisor is unable to record an agen t's call . Clicking on Record pops up a message dialog box.
8-16 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Cisco Unified CCX Problems Agents do not show in a CSQ Symptom A CSQ is conf igured with a g roup of agents for Ski ll A and a group of agents for Sk ill B; howe ver , the ag ents do not s ho w up in the C SQ.
8-17 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Cisco Unified IP IVR Problems Cisco Unified IP IVR Problems This section co.
8-18 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Administration P roblems Some prompts do not play Symptom A prompt in a script d oes not play . The script may or may n ot continue ex ecuting.
8-19 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Administration Problems • Unif ied Communications Manager user s disp.
8-20 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Administration P roblems Uploading a license file can result in a warning message Symptom The user gets a warning message wh en uplo ading license f iles using CRS Admin istration.
8-21 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Administration Problems CRS Supervisor web page cannot be viewed from CRS Server Symptom The Cisco CRS Superv isor web page canno t be viewed from the Cisco CRS Server .
8-22 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Administration P roblems • T o acti vate the Repository Datastore component, from CRS Administr ation select Cont rol Center > Component Activation page.
8-23 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Admin Utility Problems A Component Manager goes into partial service wh.
8-24 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Admin Utility Problems The cluster is not in synchronization Symptom The cluster is not in sy nchronization. Error Message Rerun the CRS Admin Utility again to bring the clus ter back into synchronization.
8-25 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Database Problems The CRS Admin Utility will no t run on a none bootstrap node Symptom The CRS Admin Utilit y will not run on a none b ootstrap node.
8-26 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Database Problems Cannot configure Application or System parameters from their pages in CRS Administration Symptom Cannot configure Applic ation or System parameters fro m their pages in CRS Administra tion.
8-27 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Database Problems • Y ou ha ve altered th e size of the CRS databases.
8-28 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Editor Problems Syslog or SNMP trap notification of database purging activities is not sent Symptom The CRS system does not send Sy slog notif ication or SNMP trap notifi cation of pur ging activ ities.
8-29 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems Error occurs with Reactive Debugging Tool Symptom An error occurs when u sing the Reacti ve Deb ugging tool.
8-30 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems Agent cannot go Ready after logging in Symptom Agent cannot go Ready after logging i n.
8-31 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems Attempting to start the Cisco CRS N ode Manager service.
8-32 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems CRS Engine is running but calls are not answered Symptom The CRS Engine is running b u t the CRS system does not answer calls.
8-33 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems An error message plays when calling a CTI route point Symptom Callers hear a message when calling a C TI route point.
8-34 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems Call drops during transfer over gateway Symptom When the CRS system receiv es a call made over a gate way , the C RS system drops the call if the call is transfer red.
8-35 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems The CRS server runs out of disk space Possible symptoms are: • An out of memory error o c curs on the CRS se rver .
8-36 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems • T race settings include debugging. • Cisco Unif ied Communications Manager polling is en abled. (Polling is enable d by def ault, b ut it can consume server resources.
8-37 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems JTAPI subsystem is in partial service Symptom The Engine Status area in the Engine web page sho ws that the JT API subsystem is in partial service.
8-38 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Engine Problems The Simple Recognition step takes the unsuccessful branc.
8-39 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Engine Problems Prompt Exception in CRS Engine log file Symptom A prompt e xception appears in the Cisco CRS Engine log f ile.
8-40 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Real-Time Reporting Problems CRS Server and Active Directory integration.
8-41 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Historical Reporting Problems After installing JRE, the user receives a.
8-42 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems • Attempt to log in to the CRS Serv er f.
8-43 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Historical Reporting Problems Client and Server security policies do no.
8-44 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems Agent names overwritten on charts Symptom .
8-45 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Historical Reporting Problems Search dialog box and Preview tab appear .
8-46 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems Truncated report description in Historical.
8-47 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Historical Reporting Problems Some information appears in English on a .
8-48 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems Step 2 Creat e a DSN to the db_cra database on the CRS serv er to which the client computer i s attempting to connect.
8-49 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Historical Reporting Problems Attempt to log in to the CRS Server from .
8-50 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems Discrepancy in number of ACD calls shown o.
8-51 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips CRS Historical Reporting Problems Step 5 Click Advanced .
8-52 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Historical Reporting Problems Step 3 If after successfully connecti ng to the CRS Administration web page th e client error persists, modify your clie nt hrcConfig.
8-53 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Automatic Speech Recognition (ASR) Prob lems Error message appears indicati.
8-54 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Automatic Speech Recogn ition (ASR) Problems Recognition never times out Symptom While waiting for speech input, sp eech recognition waits indef initely .
8-55 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Automatic Speech Recognition (ASR) Prob lems Step 1 Select Subsyst ems > MRCP ASR > MRCP ASR Pro vider Confi guration .
8-56 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Outbound Problems Step 1 If you want to relo ad th e data associated with a .
8-57 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Outbound Problems • Agent is not getting call backs, page 8-57 • Agent .
8-58 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Outbound Problems Errors placing Outbound calls Symptom Errors placing Outbound calls. Error Message The error message depends on the error.
8-59 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Outbound Problems Outbound buttons show up but are disabled on CAD Symptom Outbound b uttons sho w up b ut are disabled on CAD.
8-60 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Text-to-Speech (TTS) Pr oblems Outbound System Service is not in service Symptom The Outbound System Serv ice is not in service.
8-61 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Text-to-Speech (TTS) Proble ms Provider becomes IN_SERVICE immediately Symptom When crea ting as ASR/TTS p rovide r , its statu s becomes IN_SER VICE immediate ly .
8-62 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Text-to-Speech (TTS) Pr oblems A TTS prompt is not recognizable Symptom A TTS Prompt cannot be reco gnized by cal lers. Error Message None.
8-63 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Text-to-Speech (TTS) Proble ms Non-UTF-8 characters needed for some languages Symptom When using TTS for some lang uages, such as Fr ench or Spanish, charac ters are needed that are not in the UTF-8 character set.
8-64 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Serviceability Problems Error Message None. Possible Cause Nuance TTS may be con figur ed as the syste m default TTS provider , in which case, the wa ve f ile prompt is pl ayed out b y Nuance TTS .
8-65 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Serviceability Problems SNMP-based network management tools cannot monitor CRS components Symptom Y ou are unable to moni tor CRS components wi th SNMP-b ased network management too ls, such as CiscoW orks.
8-66 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips Serviceability Problems Step 2 Doub le-click SNMP Services in the N ame field.
8-67 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips Serviceability Problems The Alarm Service does not start Symptom The Cisco CRS Alarm service does not start. Error Message None.
8-68 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips CRS Internationalization Problems Virus Scan software slows Call Completion Rate Symptom When the CRS system i s under load, the system updates and wr ites to the log f iles more oft en.
8-69 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips VXML Problems Language specified is not accepted or played Symptom A user specif ies a language, b ut the softwa re does not accept it or play the language entered by the user .
8-70 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips VXML Problems Step 5 Mak e sure that VXML, grammar , and audio f iles are correct by v alidating each piece separately before connecting them all together .
8-71 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips High Availability and Bootstrap <menu id="aa" dtmf="true"> <prompt> Welcome to the automated attendant.
8-72 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips High Availability and Failover Symptom #3: or if you see an error message that mentions the f ile "Tx.per". Error Message See the previous symptoms topic for the message.
8-73 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips High Availability and Failover Conflicts in Datastore Control Center history Symptom W ith high av ailability , messages appear in the comment column in the subscript ion agent history .
8-74 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips High Availability and Failover Y ou can download DTCPing.e xe from Microsoft to troubleshoot the MS DTC issue. Go to: http://support .
8-75 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips High Availability and Failover Server is in partial service Symptom The CRS server show s P AR TIAL_SER VICE from the CRS Administration Control Center .
8-76 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips VoIP Monitor Problems Cluster time synch fails Symptom The cluster time on the CRS m achines (on the same cluster) is no t synchron ized with t he Unif ied Communications Manager .
8-77 Cisco Customer Response So lutions Servicin g and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshooting T ips VoIP Monitor Problems VoIP monitor does does not work correctly Symptom V oIP Monitor doe s does not work correctly Error Message None Possible Cause The V oIP Monito r is not on the agents' phones V oice VLAN.
8-78 Cisco Customer Response Solutions Servici ng and Troubleshooting Guide, Release 5.0(1) Chapter 8 Troubleshoo ting Tips VoIP Monitor Problems.
IN-1 Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) INDEX A alarms Alarm Service 3-1 alarm severi ty levels 3-2 Cisco CRS Alarm Service 3-1 configuring the Al.
Index IN-2 Cisco Customer Response Solu tions Servicin g and Troublesh ooting Guide, Release 5.0(1) CRS Administratio n problems A component manager goes into par tial service when uploading a fil e 8.
Index IN-3 Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) D diagnosing problems 7-1 E examples traps during shutdown 2-10 traps during startup 2-9 H High Avai.
Index IN-4 Cisco Customer Response Solu tions Servicin g and Troublesh ooting Guide, Release 5.0(1) User login missing in Windows XP af ter installing HR client 8-42 I Internationalizatio n problems L.
Index IN-5 Cisco Customer Response Solutions Se rvicing an d Troubleshooting Guide, Re lease 5.0(1) Management Information Base (M IB) 2-2 setting community names 2-8 setting the trap receiver 2-7 set.
Index IN-6 Cisco Customer Response Solu tions Servicin g and Troublesh ooting Guide, Release 5.0(1) Prompt plays phrases in the wrong o rder 8-18 Prompts play in an incorrect language 8-17 Some prompt.
Un point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Cisco Systems 5.0(1) c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Cisco Systems 5.0(1) - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Cisco Systems 5.0(1), vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Cisco Systems 5.0(1) va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Cisco Systems 5.0(1), mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Cisco Systems 5.0(1).
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Cisco Systems 5.0(1). Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Cisco Systems 5.0(1) ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.