Cisco Unified Contact Center Express User Manual

8-23
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
CRS Admin Utility Problems
A Component Manager goes into partial service when uploading a zip file
Symptom When uploading a file or zip file from Prompt Management, Grammar Management, or
Document Management in CRS Administration, the CRS Engine component Prompt Manager (or
Grammar Manager or Document Manager) is shown in PARTIAL_SERVICE state.
Error Message PARTIAL_SERVICE
Possible Cause The Prompt Manager, Grammar Manager, or Document Manager are put in
PARTIAL_SERVICE by File Manager while it synchronizes the uploaded files from the Repository
Datastore to the local disk. Once the synchronization is complete, they are put back into
INSERVICE state.
Recommended Action None.
High call rejection rate under heavy load
Symptom With a heavy load of over 200 agents a high call rejection or aborted rate occurs.
Error Message None.
Possible Cause Writing the Unified Communications Manager and CTI Manager traces to the local drive
leads to call failures due to the increased load of tracing.
Recommended Action CTI Manager and Unified Communications Manager traces need to be directed to
another hard drive. Here is an example of how to set things up. Note that you need to create the directory
structure shown in the F:\ drive:
Unified Communications Manager SDL Trace Directory Path = F:\Program
Files\Cisco\ \Trace\SDL\
Unified Communications Manager SDI Trace output setting, File Name =
F:\Program Files\Cisco\Trace\CCM\ccm.txt
CTIManager SDL Trace Directory Path = F:\Program Files\Cisco\ Trace\SDL\
CTIManager SDI Trace output setting, File Name = F:\Program
Files\Cisco\Trace\CCM\cti.txt
The AntiVirus has been set not to scan the following folders:
C:\Program Files\Cisco\Trace\ F:\Program Files\Cisco\Trace\
CRS Admin Utility Problems
This section contains the following troubleshooting tips on CRS Admin Utility problems:
• The cluster is not in synchronization, page 8-24
• CRS Admin Utility exits or does not come up after login., page 8-24
• The CRS Admin Utility fails due to data corruption, page 8-24
• The CRS Admin Utility will not run on a none bootstrap node, page 8-25
• The CRS Admin Utility will not run since the Node Manager hung, page 8-25

Cisco Unified Contact Center Express Specifications

General

Deployment Model	On-premises
Maximum Agents	400
Reporting	Real-time and historical reporting
High Availability	Yes
Multichannel	Voice, email, chat
ACD	Yes
IVR	Yes
Supported Protocols	SIP, H.323
Integration	Cisco Unified Communications Manager
Virtualization Support	Yes
Omnichannel Support	Yes
Outbound Dialing	Preview and Predictive