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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Outbound Problems
Errors placing Outbound calls
Symptom Errors placing Outbound calls.
Error Message The error message depends on the error.
Possible Cause The Dialing prefixes on the General Configuration web page could be inaccurate.
Recommended Action Check the Dialing prefixes on the General Configuration web page.
Not all contacts get imported
Symptom Not all contacts get imported.
Error Message None
Possible Cause If the contacts being imported contain the same phone number, such duplicate contacts
are overwritten, resulting in a fewer number of contacts being imported into the subsystem.
Recommended Action Make sure the imported contacts do not have duplicate numbers.
On the Campaigns Configuration web page, the available CSQs list is empty
even though there are CSQs configured under the RmCm subsystem
Symptom On the Campaigns Configuration web page, the available CSQs list is empty even though there
are CSQs configured under the RmCm subsystem.
Error Message None
Possible Cause The assigned CSQs list on the General Configuration web page is empty.
Recommended Action Ensure that the assigned CSQs list is not empty on the General Configuration web
page. Only assigned CSQs on the General Configuration web page will be on the Available CSQs list on
the Campaign web page.
Outbound buttons do not show up on CAD
Symptom Outbound buttons do not show up on the CAD.
Error Message None
Possible Cause The Direct Preview checkbox on the Cisco Desktop Administrator (CDA) is not checked.
Recommended Action Ensure that the Direct Preview checkbox is checked on the CDA.
Recommended Action To display the additional buttons for the Outbound feature on CAD, the Direct
Preview option must be enabled on CDA. See the Cisco Desktop Administrator’s User Guide and the
Cisco Agent User Guide, Release 6.4 for Unified CCX, Release 5.0(x).
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