Cisco CAD 7.0 Service Information · For P1 or P2 cases (your production network is down or...

Cisco CAD Service InformationIP Contact Center Enterprise and Hosted Edition Release 7.031-Mar-06

Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706 USAhttp://www.cisco.comTel: 408 526-4000

800 553-NETS (6387)Fax: 408 526-4100

http://www.cisco.com

CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StrataView Plus, TeleRouter, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0502R)

Cisco CAD Service InformationCopyright © 2002–2006 Cisco Systems, Inc. All rights reserved.

Revision History

Revision Date Description

31-Mar-06 First Customer Ship (FCS)

21-Mar-07 Added a troubleshooting item for SYN Flood/CSA

16-May-07 Added a troubleshooting item for desktop monitoring

Revision History

Contents

1 Introduction

■ CAD Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

■ Obtaining Current Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Obtaining Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Cisco.com. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Documentation CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Ordering Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Obtaining Technical Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Cisco TAC Website . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Opening a TAC Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

TAC Case Priority Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Obtaining Additional Publications and Information . . . . . . . . . . . . . . . 4

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

■ CAD 7.0 Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

■ Version Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

2 Capacity and Performance Guidelines

■ Product Limitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Desktop Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Supervisor Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Agent Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Cisco Desktop Monitoring Console . . . . . . . . . . . . . . . . . . . . . . . . . .10

Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Chat Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Enterprise Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

IP Phone Agent (IPPA) Service . . . . . . . . . . . . . . . . . . . . . . . . . . .11

LDAP Monitor Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Licensing & Resource Manager (LRM) Service . . . . . . . . . . . . . .11

Recording & Playback Service . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Recording & Statistics Service . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

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Contents

Sync Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Tomcat Webserver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Voice-Over IP Monitor Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

■ Service Autorecovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Fault Tolerance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Agent Desktop and Supervisor Desktop . . . . . . . . . . . . . . . . . . . . . . 14

IP Phone Agent Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

VoIP Monitor Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

■ Guidelines for Sizing Deployments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Component Sizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Voice-Over IP Monitor Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Desktop Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Recording & Playback Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

3 Technical Package Information

■ Port Utilization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

■ Registry Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Site Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Agent Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Enterprise Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

IP Phone Agent Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Recording & Playback Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Recording & Playback Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Recording & Statistics Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Supervisor Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Sync Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Voice-Over IP Monitor Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Voice-Over IP Monitor Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Voice-Over IP Monitor Record Client (Optional). . . . . . . . . . . . . . . . 29

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Contents

4 Logs and Debugging

■ Event/Error Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

■ Debugging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Debugging Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Debugging Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Debugging for Cisco Desktop Monitoring Console . . . . . . . . . . .34

Configuration Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

5 Error Codes

■ Error Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

6 Troubleshooting

■ Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Restarting Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Service Names/Executables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

■ Recovering the Directory Services Database . . . . . . . . . . . . . . . . . . . 173

Directory Services Database Becomes Corrupted . . . . . . . . . . . . 173

Primary and Secondary Directory Services Databases are Out of Sync174

■ Directory Services Replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

■ Agent Desktop Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

■ Desktop Administrator Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

■ Desktop Monitoring Console Problems . . . . . . . . . . . . . . . . . . . . . . . . 192

■ Supervisor Desktop Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

■ CAD Service Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

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Contents

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31-Mar-06

Introduction

CAD Documentation

The following documents contain additional information about CAD 6.1(1)

■ Cisco CAD Installation Guide

■ Cisco Desktop Administrator User’s Guide

■ Cisco Agent Desktop User’s Guide

■ Cisco IP Phone Agent User’s Guide

■ Cisco Supervisor Desktop User’s Guide

1

Cisco CAD Service Information 7.0(2)

Obtaining Current Documentation

Obtaining Documentation

Cisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain the most current technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation on the World Wide Web at this URL:

www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

www.cisco.com

International Cisco websites can be accessed from this URL:

www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.

Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:

www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html

All users can order annual or quarterly subscriptions through the online Subscription Store:

www.cisco.com/go/subscription

Ordering Documentation

You can find instructions for ordering documentation at this URL:

www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

■ Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

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http://www.cisco.com/univercd/home/home.htm

http://www.cisco.com

http://www.cisco.com/public/countries_languages.shtml

http://www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html

http://www.cisco.com/go/subscription

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm


www.cisco.com/en/US/partner/ordering/index.shtml

■ Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

You can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.

You can send your comments in e-mail to [email protected].

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco SystemsAttn: Customer Document Ordering170 West Tasman DriveSan Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, the Cisco Technical Assistance Center (TAC) provides 24-hour, award-winning technical support services, online and over the phone. Cisco.com features the Cisco TAC website as an online starting point for technical assistance.

Cisco TAC Website

The Cisco TAC website (www.cisco.com/tac) provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco TAC website is available 24 hours a day, 365 days a year.

Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a login ID or password, register at this URL:

http://tools.cisco.com/RPF/register/register.do

Opening a TAC Case

The online TAC Case Open Tool (www.cisco.com/tac/caseopen) is the fastest way to open P3 and P4 cases. (Your network is minimally impaired or you require product information). After you describe your situation, the TAC Case Open Tool

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http://www.cisco.com/en/US/partner/ordering/index.shtml

http://www.cisco.com/tac

http://tools.cisco.com/RPF/register/register.do

http://www.cisco.com/tac/caseopen


automatically recommends resources for an immediate solution. If your issue is not resolved using these recommendations, your case will be assigned to a Cisco TAC engineer.

For P1 or P2 cases (your production network is down or severely degraded) or if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned immediately to P1 and P2 cases to help keep your business operations running smoothly.

To open a case by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227) EMEA: +32 2 704 55 55 USA: 1 800 553-2447

For a complete listing of Cisco TAC contacts, go to this URL:

www.cisco.com/warp/public/687/Directory/DirTAC.shtml

TAC Case Priority Definitions

To ensure that all cases are reported in a standard format, Cisco has established case priority definitions.

■ Priority 1 (P1)—Your network is “down” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

■ Priority 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

■ Priority 3 (P3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

■ Priority 4 (P4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

■ The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

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http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml


www.cisco.com/en/US/products/products_catalog_links_launch.html

■ Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

www.ciscopress.com

■ Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

www.cisco.com/go/packet

■ iQ Magazine is the Cisco bimonthly publication that delivers the latest information about Internet business strategies for executives. You can access iQ Magazine at this URL:

www.cisco.com/go/iqmagazine

■ Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

■ Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL:

www.cisco.com/en/US/learning/index.html

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http://www.cisco.com/en/US/products/products_catalog_links_launch.html

http://www.ciscopress.com

http://www.cisco.com/go/packet

http://www.cisco.com/go/iqmagazine

http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

http://www.cisco.com/en/US/learning/index.html


CAD 7.0 Applications

CAD 7.0 includes the following applications:

User Applications

■ Cisco Desktop Administrator

■ Cisco Agent Desktop

■ Cisco Supervisor Desktop

■ Cisco IP Phone Agent

■ Cisco Desktop Monitoring Console

Services

■ Chat Service

■ Directory Services

■ Enterprise Service

■ IP Phone Agent Service

■ LDAP Monitor Service

■ Licensing & Resource Manager Service

■ Recording & Playback Service

■ Recording & Statistics Service

■ Sync Service

■ Voice-Over IP Monitor Service

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Version Information

Version Information

All CAD applications include version information. This may be obtained by:

■ Checking the About dialog box (clicking Help > About on desktop application menu bars)

■ Right-clicking the application executable and selecting Properties from the resulting menu

Version information is a series of 4 numbers separated by periods (for example, 7.0.0.10). From left to right, these represent:

■ The major feature version number

■ The minor feature version number

■ The service level (maintenance) number

■ The build number

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Capacity and Performance Guidelines

Product Limitations

General

Cisco IPCC Enterprise and IPCC Hosted support multiple sites. CAD 7.0 can be installed at each site, however, for the most part each site operates independently of the other. Administration must be done separately at each site, and agents at one site are not visible to a supervisor at another.

Exceptions are ECC variables and ICM call variables, which are able to follow a call between sites depending on how the call is routed.

Desktop Administrator

Maximum Number of Rules for an EventThere is no physical limitation on the number of rules that can be applied to an event. However, long lists of complex rules take longer to process than shorter lists.

Rules and Action NamesRule and action names are limited to 64 characters.

Number of Rule List ItemsThe number of items in a rules list is limited to 64K. For instance, if each data item in the list is 4 characters, the number of items in the list should not exceed 16K.

Maximum Number of Actions on a RuleThere is no physical limitation on the number of actions that can be applied to a rule. However, long lists of actions or actions that take a long time to run will affect performance. If an action takes a long time to run, Agent Desktop may not respond quickly to telephony events such as incoming calls and disconnects.

9


Macro RecorderYou cannot click Start, or press Ctrl + Break, Ctrl + Esc, or Ctrl + Alt + Delete when recording a macro. The Windows operating system disables macro recording when any of these are pressed.

The macro recorder does not record mouse movements.

Desktop Administrator Work Flow Group LimitsThe number of work flow groups allowed in Desktop Administrator is limited by the number of directories allowed by the operating system. Although it is possible to create a large number of work flow groups, the maximum recommended number of work flow groups is 10.

Enterprise DataDesktop Administrator supports 256 data fields and 16 data layouts with 16 data fields per layout. An enterprise data field entry can be up to 255 characters long.

Supervisor Desktop

With some older sound cards, you will not be able to run other audio-capable applications such as Windows Media Player while running Supervisor Desktop. This is because the card and/or drivers do not support simultaneous use of it. Most new sound cards do not have this limitation.

Agent Desktop

Deflected CallsAgent Desktop does not support deflected calls—calls that are forwarded automatically from one phone to another.

Phone BookYou may have 1 employee phone book. The number of global phone books is limited only by the PC’s memory.

Recent Call ListThe Recent Call List may contain a maximum of 100 entries. When the maximum is reached, the oldest entry is deleted.

Cisco Desktop Monitoring Console

The Cisco Desktop Monitoring Console is a Java application that monitors the status of the CAD services and Directory Services. It must reside on the same computer as the Tomcat webserver; if the Tomcat webserver stops, so does the Monitoring Console.

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Any computer running a CAD service must have the Windows Management and Monitoring Tool component installed in order for the Desktop Monitoring Console to be able to monitor that service’s status.

Services

Chat Service

There can be two instances of the Chat service per logical contact center, with one instance per server.

The Chat service can support 1000 agents and 80 supervisors per site. Team Messages (TMs) are limited to 200 characters.

Enterprise Service

There can be two instances of the Enterprise service per logical contact center, with one instance per server.

IP Phone Agent (IPPA) Service

There can be two instances of the IP Phone Agent service per logical contact center, with one instance per server.

LDAP Monitor Service

There can be two instances of the LDAP Monitor service per logical contact center, with one instance per server.

Licensing & Resource Manager (LRM) Service

There can be two instances of the LRM service per logical contact center, with one instance per server.

Recording & Playback Service

There can be two instances of the Recording & Playback service per logical contact center, with one instance per server.

Recording & Statistics Service

There can be two instances of the Recording & Statistics service per logical contact center, with one instance per server.

Sync Service

There can be two instances of the Sync service per logical contact center, with one instance per server.

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Synchronization takes place every 10 minutes by default. This time period can be altered in the configuration file—the minimum allowable synchronization period is 1 minute.

Tomcat Webserver

The Tomcat webserver must reside on the same computer as the IP Phone Agent service.

Voice-Over IP Monitor Service

There can be five instances of the VoIP Monitor service per logical contact center, with one instance per server. There can be multiple Voice-Over IP Monitor services per CallManager cluster.

The Voice-Over IP Monitor service can monitor hard IP phones (e.g., Cisco 7905, 7910, 7940, 7960 or 7970 phones) connected to a Cisco CallManager. It can also monitor the soft phone available in Agent Desktop if Cisco IP Communicator is installed.

CodecsThe Voice-Over IP Monitor service supports G.711 u-law and a-law and G.729. Conversations using any codec other than G.711 and G.729 will not be available for monitoring. The codec that an IP phone uses is configurable in the Cisco CallManager.

Packet Sniffing and Network Configuration (SPAN-Based Monitoring)The monitor service is H.323- and SIP (Standard Interface Protocol)- independent. Both of these protocols use the Real Time Transport Protocol (RTP) to transport voice. The monitor service looks specifically for RTP version 2 packets.

NOTE: The RTP packets must be carried over UDP (User Datagram Protocol), IPv4, and Ethernet II.

As a network switch will not normally deliver packets to Ethernet ports other than the destination (an IP phone, in this case), the switch must be configured to do so. The Ethernet port for the monitor service must be configured to monitor the Ethernet ports for all of the agent IP phones. If the voice packets to and from an agent’s IP phone are not sent to the monitor service’s port for any reason, that conversation will not be available to the supervisor.

When a request is made to monitor or record an agent, the monitor service looks up the MAC address of the agent’s IP phone in the CallManager database. The monitor service then looks for packets to and from this MAC address, and if it is an RTP packet, it is forwarded to Supervisor Desktop (for monitoring) or to the Recording & Playback service (for recording).

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It is not enough for the monitor service to monitor a port that all voice traffic goes through, such as the Ethernet port to which a gateway to the PSTN is connected. The monitor service must monitor the Ethernet ports that the IP phones are directly connected to. This is because MAC addresses change as packets pass through OSI Layer 3 devices (e.g. routers).

The monitor service sniffs packets on a single NIC (network interface card), and therefore a single Ethernet port. This port needs to be configured to monitor the Ethernet ports of all agent IP phones. This does not necessarily require that the monitor service and all agent IP phones be connected to the same network switch. That depends on the monitoring capabilities of the network switch.

NOTE: The VoIP Monitor service does not support hubs.

Cisco Catalyst switches use SPAN (switched port analyzer) to monitor ports. Some of the capabilities and restrictions of Catalyst switches are:

Catalyst 2900XL and 3500XL Switches

■ A monitor port cannot be in a Fast EtherChannel or Gigabit EtherChannel port group.

■ A monitor port cannot be enabled for port security.

■ A monitor port cannot be a multi-VLAN port.

■ A monitor port must be a member of the same VLAN as the port monitored. VLAN membership changes are disallowed on monitor ports and ports being monitored.

■ A monitor port cannot be a dynamic-access port or a trunk port. However, a static-access port can monitor a VLAN on a trunk, a multi-VLAN, or a dynamic-access port. The VLAN monitored is the one associated with the static-access port.

■ Port monitoring does not work if both the monitor and monitored ports are protected ports.

Catalyst 4000, 5000, and 6000 Series Switches

■ You can monitor ports belonging to multiple VLANS on these switches.

■ The Catalyst 6000 with CatOS 5.3 or higher has a feature called Remote SPAN (RSPAN) which allows you to monitor ports spread over a switched network. With RSPAN on a Catalyst 6000, the monitor service and IP phones can be on separate switches.

For more information on SPAN limitations, see the web document “Configuring the Catalyst Switched Port Analyzer (SPAN) Feature” at:

www.cisco.com/warp/public/473/41.html

31-Mar-06 13


Service Autorecovery

Fault Tolerance

CAD 7.0 uses the “warm standby” approach to fault tolerance and autorecovery. No manual intervention is required to recover a failed service.

Data and features may be lost at the time of the failure. For instance:

■ Active monitoring and recording is stopped. They can be restarted manually after the failover.

■ Enterprise data for the call in progress is lost at the time of the failure.

All CAD features are fault-tolerant to a single point of failure with several exceptions. They are:

■ Playback. Recordings are tied to a specific service, and thus are not replicated.

■ SPAN-based monitoring and recording. Desktop monitoring can be used for CAD agents if fault tolerance is required. SPAN-based monitoring can be used as a backup to desktop monitoring.

CAD uses LDAP replication to provide fault tolerance for configuration information, such as work flows, agent hot seat settings, and so on. It uses MSDE merge replication to provide fault tolerance for Recording & Statistics service-related data, such as call logs, agent state logs, recording logs, and so on.

A subset of the base services fail over together. These services will either all be active or all be inactive on the same box:

■ Chat service

■ Enterprise service

■ LRM service

■ Recording & Statistics service

■ IP Phone Agent service

The LRM service controls the failover logic for this subset. Two failures of the same service within five minutes causes failover of the subset. One LRM failure causes failover of the subset.

Agent Desktop and Supervisor Desktop

The service autorecovery feature enables Agent Desktop and Supervisor Desktop to automatically recover their connections to the Cisco Desktop services in the case of a service restart or a network outage.

14 31-Mar-06

Service Autorecovery

When Agent Desktop or Supervisor Desktop detects that it is unable to communicate with a service (generally within one minute of the service failure), the application status bar displays “Partial Service” or “No Service” to indicate some or all of the services have failed.

When Agent Desktop or Supervisor Desktop detects that the service is again available (usually within one minute of service recovery), the status bar displays “In Service” to indicate the services have recovered.

To learn more about what is affected by the service failure, double-click the status message on the status bar. The application displays a popup box that lists the application features and indicates if that feature is available or not due to the service outage.

IP Phone Agent Service

The IP Phone Agent service pushes an error screen to all the logged in IP phone agents when it detects a failover in ICM. During the time it is unable to communicate with ICM, any attempt to change agent state or perform other IP Phone Agent functionality returns the service error screen.

VoIP Monitor Service

VoIP Monitor service recovery is a special case, since more than one VoIP Monitor service can be installed in a single logical contact center. Supervisor Desktop is notified when one VoIP Monitor service in a multiple VoIP Monitor service configuration goes down. However, agent monitoring is not disabled because some agents may still be monitored by one of the VoIP Monitor services. The only indication a supervisor receives that a particular agent is assigned to the downed VoIP Monitor service is an error message when attempting to monitor that agent.

NOTE: This does not apply to desktops with desktop monitoring enabled.

31-Mar-06 15


Guidelines for Sizing Deployments

Service capacities vary based on the total number of agents in a contact center and whether or not silent monitoring and recording are required.

NOTE: The following guidelines are based on testing with a combination of real and simulated agents.

Component Sizing

The Cisco Desktop base services consist of a set of services that run as NT services. The base services include:

■ Chat service

■ Directory Services

■ Enterprise service

■ IP Phone Agent service

■ LDAP Monitor service

■ Licensing and Resource Manager service

■ Recording & Statistics service

■ Sync service

■ Tomcat webserver

The Enterprise service interfaces with the CTI service, typically running on a peripheral gateway (PG).

There are other services that can be placed on the same or separate computer as the base services. These include:

■ Voice-Over IP Monitor service

■ Recording & Playback service

A set of the base services plus the additional services is a logical contact center, or LCC. The maximum number of agents that can be supported by a single LCC is 1,000 (approximately 15,000 Busy Hour Call Completion [BHCC] with a call volume of 20 calls per agent per hour).


Agent desktops can be monitored at the desktop (“desktop monitoring”) as well as by a VoIP Monitor service (“server monitoring”). The following information applies to installations where VoIP Monitor services are used to monitor one or more agents.

16 31-Mar-06


The Voice-Over IP (VoIP) Monitor service monitors the RTP streams spanned on the local switch. It uses a SPAN port to sniff each RTP stream that might potentially be monitored by a supervisor. All streams are monitored all the time. The maximum number of simultaneously monitored sessions (the total number of supervisors actively monitoring agents plus the number of concurrent recording sessions) is 40. Note that this is 80 RTP streams.

The VoIP Monitor service application must be at the same physical location as the agents it monitors. A physical location is defined as a set of interconnected switches with no intervening routers.

The VoIP Monitor service application is certified for both uni-processor and multi-processor machines.

The VoIP Monitor service application is sized based on a combination of active calls and total streams being monitored by the service. For example, if the percentage of time that agents are actually talking is low, more streams may be monitored. If agents are on the phone most of the time, fewer streams may be monitored.

The number of sessions monitored by supervisors is fixed at 40 total simultaneous sessions.

Desktop Monitoring

Desktop monitoring requires more bandwidth than does server monitoring (using a VoIP Monitor service). Please refer to the best practices document, Cisco Agent Desktop Bandwidth Requirements, for more information.

Recording & Playback Service

The Recording and Playback Service stores recorded conversations and makes them available to the Supervisor Record Viewer application.

Table 1. VoIP Monitor Service Application 7.0 Sizing*

* These limitations apply only if no desktop monitoring is used. When sizing for VoIP Monitor services, count only the number of agents configured to use a VoIP Monitor service for silent monitoring and recording.

Max. No. Agents

Peak Time Agents Are On-Call (%)

Max. Simultaneous Calls

Max. Simultaneous Sessions Monitored

400 100 400 40

444 90 400 40

500 80 400 40

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A co-resident Recording & Playback service can support up to 32 simultaneous recordings. A dedicated Recording & Playback service can support up to 80 simultaneous recordings (this option is available in the Premium version only). The capacity of the Recording & Playback service is not dependent on the CODEC used.

ExampleAssumptions:

■ 10-hour working day

■ 20 calls per agent per hour (average handle time [AHT] 180 seconds: 120 seconds per call with a 60-second wrapup)

■ 8% of calls, or 16 call per agent per day, are recorded

■ service level of 90% of calls answered in 10 seconds

■ Agent:supervisor ratio is 10:1

Agent resources are calculated using an Erlang C computation.

Recording resources are calculated using the above assumptions and an Erlang B computation, assuming 0.001 blockage. In the case of recording, there will not be actual blockage, instead, an additional recording resource will be used.

A formula for simultaneous recording resources needed in the busy hour based on percentage of calls monitored can be calculated as follows:

(BHCC = busy hour call completion)

In a contact center with 1000 calls per hour and an 8% call recording rate, the recording Erlang is:

Using an Erlang B calculator with 0.001 blocking, this contact center requires no more than 10 simultaneous recording resources.

BHCChour

----------------⎝ ⎠⎛ ⎞ % Recorded( ) 2 min

call-------------⎝ ⎠

⎛ ⎞ 1 hour60 min----------------⎝ ⎠

⎛ ⎞××× req sim recording resources=

BHCC % Recorded×30

----------------------------------------------------- required simultaneous recording resources=

1000 0.08×30

----------------------------- 2.667=

18 31-Mar-06


The following table summarizes the number of agents and simultaneous recording resources required for BHCC values from 1,000–20,000 with an 8% call recording rate.

Table 2.

BHCC No. Agents No. Supervisors Simultaneous Recording

Resources Required

1,000 59 6 10

2,000 112 11 14

4,000 215 22 22

6,000 317 32 30

8,000 419 42 37

10,000 520 52 43

12,000 621 62 50

14,000 722 72 56

16,000 822 82 63

18,000 923 92 69

20,000 1,023 102 75

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20 31-Mar-06

31-Mar-06

Technical Package Information

Port Utilization

Consult the Cisco Contact Center Product Port Utilization Guide for a complete listing of ports and connection types used in CAD 7.0.

21


Registry Entries

Site Setup

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\

Table 3. Site setup registry entries

Key Value Type Description

Site Setup

Install Directory string Base install directory for Cisco software

IOR Hostname string Hostname or IP address of Cisco services

LDAP Bind DN string User ID used to log in to the LDAP service

LDAP Connection Timeout

dword Maximum time, in seconds, before a connection attempt times out.

LDAP Heartbeat Enabled

dword Is heartbeat enabled? 1=yes, 0=no

LDAP Heartbeat Retry Time

dword Heartbeat time, in milliseconds

LDAP Host 1 string LDAP service hostname/IP address. There can be multiple LDAP hosts.

LDAP LCC string Default logical contact center

LDAP Port 1 dword LDAP service port. There can be multiple LDAP ports.

LDAP Pwd string User password

LDAP Recovery Retry Time

dword Recovery retry time, in milliseconds

LDAP Request Timeout

dword Maximum time, in seconds, before an LDAP request times out.

LDAP Root string Root of the LDAP data

22 31-Mar-06

Registry Entries

Agent Desktop

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Agent\

Table 4. Agent Desktop registry entries


Config App Version string Used by installation scripts to identify the version of the service software. The service itself does not use this entry

Update Version string Future use: tracks any hot fixes installed

Desktop Monitoring

IOR Hostname string Host name or IP address of the agent’s desktop. Reserved for future use.

Monitor Device string NIC adaptor used by the WinPcap software to sniff VoIP traffic for monitoring and recording agent calls. It is set automatically at installation to the first available adaptor found that can be used by the WinPcap driver.

OmniOrbUsePort unsigned long

Port that the desktop monitor process listens on for CORBA calls from clients. Default = 59002.

VpnUsePort unsigned long

Port used to communicate with a VPN server located on the same machine as a VoIP Monitor service. If none found, uses the default value defined in fcvmsTypes.h.

31-Mar-06 23


Enterprise Service

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Enterprise Server\

IP Phone Agent Service

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\IPPA\

Table 5. Enterprise Service registry entries


Setup Max Wait Time*

* These registry keys need to be created only if there are timing issues when an agent requests data from the Enterprise service and the Enterprise service does not have the data yet.

dword Maximum time, in milliseconds, to wait for enterprise data. Default = 100.

Initial Time* dword Number of milliseconds to wait after the first request for enterprise data, if data is not guaranteed. Default = 10.

Increment* dword Number of milliseconds to add to the retry time at each interval, if data is not guaranteed. Default = 20.

Retry Sleep Interval*

dword Number of milliseconds used to calculate the interval for retry attempts, if call is not known to enterprise. The interval is calculated by (retry sleep interval × retry attempt). Default = 150.

Table 6. IP Phone Agent service registry entries


Config Tomcat Home string Location of the Tomcat webserver files

24 31-Mar-06

Registry Entries

Recording & Playback Client

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Recording & Playback Client\

Recording & Playback Server

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Recording & Playback Server\

Table 7. Recording & Playback Client registry entries


Setup Jitter Buffer dword The amount of voice data to buffer before playing. Default value = 1000 ms. On a typical internal network, this value can be set as low as 50 ms. The default is set higher so that the sound quality is good even on a congested network.

Table 8. Recording & Playback Client registry entries


Config App Version string Used by installation scripts to identify the version of the service software. The service itself does not use this entry.


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Recording & Statistics Service

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\RASCAL Server\

Supervisor Desktop

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Supervisor\

Table 9. Recording & Statistics service registry entries




DB Script Message

string

DB Script Result string

Table 10. Supervisor Desktop registry entries




Shortcut Icon Path

string Location of the start shortcut under StartMenu > Programs

26 31-Mar-06

Registry Entries

Sync Service

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Sync Server\

Table 11. Sync service registry entries




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Voice-Over IP Monitor Client

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\VoIP Monitor Client\

Table 12. Voice-Over IP Monitor Client registry entries


Config From Agent Port dword IP port for RTP stream being sent from IP agent. Default value = 59012. Port must be an even number. The next port is reserved for RTCP stream.

Jitter Buffer dword The amount of voice data to buffer before playing. Default value = 400 ms. On a typical internal network this value can be set as low as 50 ms. The default is set higher so the sound quality is good even on a congested network.

Server Host string Host name of the VoIP service.

Sound Buffers dword Number of sound card buffers. Default = 30; minimum is 3. If the monitor sound quality is choppy, stuttering, or like a motorboat you may be able to make it sound better by adjusting this value higher. Setting the value higher increases the sound lag, and may cause a slight stutter at the beginning of a monitor session.

Config To Agent Port dword IP port for RTP stream being sent to Agent IP Phone. Default value = 59010. The port must be an even number. The next port is reserved for RTCP stream.

28 31-Mar-06

Registry Entries


HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\VoIP Monitor Server\

Voice-Over IP Monitor Record Client (Optional)

These registry entries should not be needed because the Voice-Over IP Monitor Record API has built-in defaults. They can be used to override the defaults.

HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\VoIP Monitor Client

Table 13. Voice-Over IP Monitor Service registry entries




Monitor Device string Network card on which to sniff packets

Table 14. Voice-Over IP Monitor Record Client registry entries


Setup Recording Jitter Buffer

dword The number of milliseconds that a packet expires for recording.

Recording Port Range Start

dword The starting port number for receiving UDP packets for recording.

Recording Port Range End

dword The end port number for receiving UDP packets for recording.

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30 31-Mar-06

31-Mar-06

Logs and Debugging

Event/Error Logs

Logs are listings of CAD events and errors.

Events may represent the following:

■ Actions taken by a Desktop application

■ Implications of user-defined configuration settings

Limitations of the hardware

Error codes are brief descriptions of system events.

Error and event logging is always enabled. The log files are limited to a default of 3 MB. (You may change the limit in the application’s configuration file (see Chapter 3, “Technical Package Information,” for more details on configuration files). When a log file reaches that size, it is closed and a new file is started.

The files are numbered, up to the total number of files set in the configuration file (the default number is 2). For example:

■ agent0001.log

■ agent0002.log

When agent0001.log reaches its size limit, it is closed and agent0002.log is created. When the total number of log files have been created, the first log file is overwritten.

CAD generates the following error and event logs:

Table 15. CAD Event/error logs

Log Name Records Events and Errors In:

administrator.log Desktop Administrator—Desktop Configuration module

agent.log Agent Desktop

31


CTI Storage Server.log Enterprise service

DirAccessSynSvr.log Sync service

FCCServer.log Chat service

FCRasSvr.log Recording & Statistics service

fcuninstall.log CAD uninstall process

FCVoIPMonSvr.log Voice-Over IP Monitor service

IPCCAdm.log Desktop Administrator—IPCC Configuration module

IPPASvr.log IP Phone Agent service

LDAPMonSvr.log LDAP Monitor service

LRMServer.log LRM service

personnel.log Desktop Administrator—Personnel Configuration module

RPServer.log Recording & Playback service

slapd.log Directory Services service

slurpd.log Directory Services replication service

SMC.log Cisco Desktop Monitoring Console

SMCGetServerList.log Cisco Desktop Monitoring Console

Splkview.log Desktop Administrator—framework

supervisor.log Supervisor Desktop and Supervisor Record Viewer

SWFAdmin.log Supervisor Workflow Administrator

TIAJ.log IP Phone Agent service JSP client

TSSPAdm.log Desktop Administrator—Enterprise Data Configuration module

Table 15. CAD Event/error logs — Continued

Log Name Records Events and Errors In:

32 31-Mar-06

Debugging

Debugging

Debugging Logs

CAD can create debugging logs, although by default this capability is disabled. If you want debugging turned on, you must edit the appropriate configuration file.

Debugging information is written to the various debug files, all of which have a *.dbg suffix. These files are located in the …\Cisco\Desktop\log directory.

The debug files are numbered, up to the total number of files set in the configuration file (the default number is 2). For example:

■ agent0001.dbg

■ agent0002.dbg

When agent0001.dbg reaches its size limit, it is closed and agent0002.dbg is created. When the total number of debug files have been created, the first debug file is overwritten.

To turn on debugging:

1. Open the appropriate configuration file.

2. Under the section headed [Debug Log], set the debugging threshold to an appropriate value. For example:

THRESHOLD=DEBUG

3. Save the configuration file with the new setting.

Debugging Thresholds

When setting the debugging threshold, keep in mind that the more detail the threshold provides, the slower the performance of your PC and increases the size of the debug file.

The available debugging thresholds are:

Table 16. Debugging Thresholds

Threshold Records:

Debug • Minor and frequently-occurring normal events. This level is usually sufficient for debugging a problem, and will not affect the computer’s performance.

Call • Minor and frequently-occurring normal events• Entering and exiting functions

31-Mar-06 33


Debugging for Cisco Desktop Monitoring Console

The Cisco Desktop Monitoring Console is a Java application with its own debug methods. The configuration file that controls debugging does not follow the CAD standard debugging thresholds.

The configuration file is located on the computer where the CAD services are installed, at:

C:\Program Files\Cisco\Desktop\Tomcat\webapps\smc\WEB-INF\log4j.lcf

To turn on debugging:

1. Open the log4j.lcf file in a text editor.

2. Locate the line:

log4j.rootLoger=INFO, R

3. Replace INFO with one of the options displayed in Table 17.

4. Save the configuration file with the new setting.

The available debugging options are:

Trace • Minor and frequently-occurring normal events• Entering and exiting functions• Detail debugging (for instance, loops)

Dump • Minor and frequently-occurring normal events• Entering and exiting functions• Detail debugging (for instance, loops)• Byte dumps

Off Turns off debugging. This is the default setting.

Table 17. Cisco Desktop Monitoring Console debugging options

Option Records:

DEBUG Debug messages.

INFO Debug and informational messages

WARN Debug, informational, and warning messages.

ERROR Debug, informational, warning, and error messages

FATAL Debug, informational, warning, error, and fatal messages

Table 16. Debugging Thresholds — Continued

Threshold Records:

34 31-Mar-06

Debugging

Configuration Files

The following configuration files can be edited to turn on threshold debugging:

ALL All messages.

OFF Debugging is turned off.

Table 17. Cisco Desktop Monitoring Console debugging options — Continued

Option Records:

Table 18. CAD configuration files

Application/Service Configuration File

Agent Desktop agent.ini

CAD Configuration Setup PostInstall.cfg

Chat Service FCCServer.cfg

Cisco Desktop Monitoring Console

These files are located under C:\Program Files\Cisco\Desktop\Tomcat\webapps\smc\

SMCGetServerList.cfglog4j.lcf

Desktop Administrator

Framework module

Enterprise Data Configuration module

IPCC Configuration module

Personnel Configuration module

admin.ini

SplkView.cfg

TSSPAdm.cfg

IPCCAdm.cfg

personnel.cfg

Directory Services slapd.cfg

Directory Services Replication slurpd.cfg

Enterprise Service ssCTIConfig.cfg

IP Phone Agent Service IPPASvr.cfg

LDAP Monitor Service LDAPMonSvr.cfg

LRM Service LRMServer.cfg

Recording & Playback Service RPServer.cfg

Recording & Statistics Service FCRasSvr.cfg

Supervisor Desktop supervisor.ini

Supervisor Record Viewer supervisorlogviewer.ini

31-Mar-06 35


Supervisor Workflow Administrator SWFAdmin.cfg

Sync Service DirAccessSynSvr.cfg

VoIP Monitor Service FCVoIPMonSvr.cfg

Table 18. CAD configuration files — Continued

Application/Service Configuration File

36 31-Mar-06

31-Mar-06

Error Codes

Error Messages

Error messages are classified by the level of severity of the error. These levels are:

■ Fatal. The program cannot continue.

■ Major. The program has suffered a loss of functionality, but it continues to run.

■ Minor. There is a malfunction that is a nuisance but that does not interfere with the program’s operation.

■ Informational. Not an error, this is related information that may be useful for troubleshooting.

Table 19. Error codes and descriptions

Error No. Description

Type:

ACMI0000 Text: [Informational text]

Type: Informational

Description: This error code covers all informational messages.

Action: No action is required.

ACMI1000 Text: Unable to create thread (%s). Error(%s).

Type: Fatal

Description: The program was not able to create the specified thread.

Action: Check system resource availability (CPU and memory).

37


ACMI1000 Text: Unable to create thread [thread].

Type: Fatal

Description: The program was not able to create the specified thread.


ACMI2000 Text: An unexpected exception occurred.

Type: Major

Description:

Action: Action: Check system resource availability (CPU and memory).

ACMI2000 Text: An unexpected exception occurred.

Type: Major

Description:


ACMI2001 Text: Error occurred when decoding message: %S Msg (%S) Error (%D:%S) Element (%S:%d).

Type: Major

Description: An error occurred when decoding a message received from the CTI server.

Action: See error text for further details. Verify that the CTI server being used by CAD is compatible with the CAD configuration.

ACMI2001 Text: Error occurred when decoding message: %S Msg(%S) Error (%d:%S) Element(%S:%d).

Type: Major

Description: Error occurred when decoding message received from the CTI server.

Action: See error text for further details. Verify that the CTI server being used by CAD is compatible.

Table 19. Error codes and descriptions — Continued


38 31-Mar-06

ACMI2002 Text: Error occurred when validating message: %S Msg(%S) Error (%d:%s).

Type: Major

Description: An error occurred when validating a message sent from the CTI server.

Action: See the error text for further details. Consult technical support if the error persists.

ACMI2002 Text: Error occurred when validating message: %S Msg(%S) Error (%d:%S) Element(%S:%d).

Type: Major

Description: An error occurred while validating a message sent from the CTI server.

Action: See error text for further details. Were any errors reported during CAD installation? Consult tech support if error persists.

ACMI2003 Text: Error occurred when encoding message: %S Msg(%S).

Type: Major

Description: An error occurred when encoding a message sent from the CTI server.

Action: See the error text for further details. Consult technical support if the error persists.

ACMI2003 Text: Error occurred when encoding message: %S Msg(%S).

Type: Major

Description: An error occurred while encoding a message sent from the CTI server.

Action: See error text for further details. Were any errors reported during CAD installation? Consult tech support if error persists.



31-Mar-06 39


ACMI2004 Text: Error occurred when receiving message from cti server. Error(%d:%S).

Type: Major

Description: An error occurred while receiving a message sent from the CTI server. The client will attempt to recover the connection.

Action: See error text for further details. Check network connectivity if error persists.

ACMI2004 Text: Error occurred when receiving message from CTI server. Error (%d:%s).

Type: Major

Description: An error occurred when receiving a message from the CTI server.

Action: See the error text for further details. The client will attempt to recover the connection. Check network connectivity if the error persists.

CSD0000 Text: [Informational text]

Type: Informational



CSD2021 Text: No reserved reason codes returned.

Type: Minor

Description:

Action: Set up reason codes in Cisco Desktop Administrator.

CSD2022 Text: Error: get reason codes returned: <%s>.

Type: Minor

Description: LDAP Monitor service is not running.

Action: Restart LDAP Monitor service.



40 31-Mar-06

CSD2023 Text: Empty CallID passed in - returning.

Type: Minor

Description: No call ID in the agent call.

Action: Check if the call has a valid call ID.

CSD2024 Text: Unable to get enterprise data for callID %d.

Type: Minor

Description: The Enterprise service is down.

Action: Restart the Enterprise service.

CSD2025 Text: Unable to get a layout name for callID %d.

Type: Minor



CSD2026 Text: Unable to update field %d with data %s for callID %d.

Type: Minor



CSD2027 Text: Unable to get call history for callID %d.

Type: Minor



CSD2028 Text: Unable to get enterprise field titles.

Type: Minor



CSD2029 Text: Failed to get update flag!

Type: Minor

Description: No True Update flag in the registry.

Action: None.



31-Mar-06 41


CSD2030 Text: Unable to retrieve license after LRM failure. Desktop will still function as normal.

Type: Minor

Description: The LRM service is not running after failover.

Action: Restart the LRM service.

CSD2031 Text: LRM Server Inactive message received.

Type: Minor

Description: The LRM service is in inactive mode.


CSD2032 Text: Unable to Logout of RASCAL Server.

Type: Minor

Description: The Recording and Statistics service is down.

Action: Restart the Recording and Statistics service.

CSD2033 Text: Unable to close connection to Enterprise Server.

Type: Minor



CSD2034 Text: Error: unable to update supervisor password.

Type: Minor

Description: The LDAP Monitor service is down.

Action: Restart the LDAP Monitor service.

CSD2035 Text: Failed to load reason codes.

Type: Minor

Description: The LDAP Monitor service is down.


CSD2036 Text: Reference to Agent map has not been initialized.

Type: Minor

Description: The Agent map is not initialized or is corrupted.

Action: Restart Cisco Supervisor Desktop.



42 31-Mar-06

CSD3001 Text: Found callID %d, but call was NULL.

Type: Major

Description: Call node object is invalid.

Action: Restart Cisco Supervisor Desktop.

CSD3002 Text: Chat server error while barging in on deviceID %s on callID %d.

Type: Major

Description: Internal error in the Chat service.

Action: Restart the Chat service.

CSD3003 Text: Chat server error while intercepting in on deviceID %s on callID %d.

Type: Major


Action: Action: Restart the Chat service.

CSD3004 Text: Unable to monitor extension %s.

Type: Major

Description: The VoIP Monitor service is not running; a SPAN port is not set up for the device; the phone is not connected to the CallManager.

Action: Restart the VoIP Monitor service.

CSD3005 Text: Chat Login failed.

Type: Major



CSD3006 Text: Chat AddUser failed.

Type: Major





31-Mar-06 43


CSD3007 Text: Chat DropUser failed.

Type: Major



CSD3008 Text: Get Team Snapshot failed.

Type: Major



CSD3009 Text: GenericMessage failed.

Type: Major



CSD3010 Text: Chat SendMsg failed

Type: Major



CSD3011 Text: Chat ChangeCallStatus failed.

Type: Major



CSD3012 Text: Chat ChangeOtherPartyCallStatus failed.

Type: Major



CSD3013 Text: Chat ChangeCallID failed.

Type: Major





44 31-Mar-06

CSD3014 Text: Chat SetAgentAcdState failed.

Type: Major



CSD3015 Text: Chat BargeIn failed.

Type: Major



CSD3016 Text: Intercept failed.

Type: Major



CSD3017 Text: Chat SetGenericAgentState failed.

Type: Major



CSD3018 Text: SendSpecialServerCommand failed.

Type: Major



CSD3019 Text: Unable to retrieve team names.

Type: Major



CSD3020 Text: Error received while attempting to read from Directory Services.

Type: Major

Description: The LDAP Monitor service is not running.




31-Mar-06 45


CSD3021 Text: Error: get supervisor returned.

Type: Major



CSD3022 Text: Error: agentexists returned.

Type: Major



CSD3023 Text: Could not read Offering out of LDAP.

Type: Major

Description: Offering flag is not in LDAP.

Action: Cisco Supervisor Desktop will run in Standard offering.

CSD3024 Text: Chat server error.

Type: Major

Description: Unknown Chat service error.


CSD3025 Text: InitCallChatClient failed.

Type: Major

Description: Chat service error.


CSD3026 Text: Initialize failed with error.

Type: Major


Action: Restart the Chat service. See the error description for more details.



46 31-Mar-06

CSD3027 Text: Unable to Login to RASCAL Server.

Type: Major

Description: The Recording and Statistics service is not running.


CSD3028 Text: Chat server error while adding user.

Type: Major



CSD3029 Text: Chat server error while logging in.

Type: Major



CSD3030 Text: Unable to connect to Enterprise.

Type: Major

Description: Enterprise service error.


CSD4001 Text: Unable to log into the Voice over IP Monitor server.

Type: Fatal

Description: The VoIP Monitor service is not running.

Action: Restart the VoIP Monitor service.

DADM2000 Text: Unable to load macro [%s] from LDAP: %s.

Type: Major

Description: A work flow action contained the name of a keystroke macro but the macro does not exist.

Action: If the macro has been deleted on purpose, delete the name of the macro from the Action lists.



31-Mar-06 47


DADM2001 Text: Unable to write macro binary into %s: %s.

Type: Major

Description: Communication with directory services was lost.

Action: Reestablish communication.

Text:

DADM2002 Text: Directory Services unable to write macro binary to %s.

Type: Major

Description: Communication with Directory Services was lost. File folder not available. Not enough rights.

Action: Reestablish communication. Confirm file folder exists. Procure read/write rights to the folder.

DADM2003 Text: Unable to %s macro [%s], Directory Services returned an error.

Type: Major


Action: Reestablish communication and try again.

DADM2004 Text: Error, %s not found. Directory Services data is corrupt.

Type: Major

Description: The data from Directory services is not correct.

Action: Restore directory services from backup files.

DADM2005 Text: Error, Action:name missing for %s %s. Data from Directory Services is incorrect.

Type: Major

Description: Data in Directory Services database is not correct and possibly is corrupted.

Action: Use restore utility to restore data.



48 31-Mar-06

DADM2006 Text: Failed to reset IPPA service.

Type: Major

Description: An attempt to notify the IPPA server that it must reload its data has failed.

Action: Restart the IPPA server.

DADM2007 Text: Error connecting to LDAP.

Type: Major

Description: Communication problem

Action: Reestablish communication with Directory Services.

DADM2008 Text: Program exiting...

Type: Major

Description: All attempts to communicate with Directory services have failed.

Action: Restart after communication with Directory Services is restored.

DADM2009 Text: Unable to retrieve the Data Fields from Directory Services.

Type: Major

Description: Data received from Directory Services is incorrect or corrupt.

Action: Use utility to restore Directory Services data from backup.

DADM2010 Text: Failed to connect to Enterprise Database server.

Type: Major

Description: Communication with the Enterprise service could not be established.

Action: Restart Enterprise service.



31-Mar-06 49


DADM2011 Text: Unable to save to Enterprise Database.

Type: Major

Description: Possible communication problem with the Enterprise service, or call data no longer exists.

Action: Restart Enterprise service, or ignore.

DADM2012 Text: Unable to convert macro [%s] to binary from %s: %s.

Type: Major

DADM3000 Text: Unable to delete macro [%s] from LDAP: %s.

Type: Minor

Description: Cannot communicate with Directory Services or the macro does not exist.

Action: Restart Directory Services or ignore.

DADM3001 Text: Error Obtaining License, %s.

Type: Minor

Description: Server down or all licenses in use.

Action: Restart server or wait for a license to become available.

DADM3002 Text: Directory services could not retrieve icon data in %s from %s.

Type: Minor

Description: Not enough rights to the directory. Misformatted data. Internal error.

Action:

DADM3004 Text: Unable to retrieve data from Directory Services.

Type: Minor

Description: Communication problems with directory services. Possible data corruption.

Action: Reestablish communication with directory services. Restore directory services database from backup.



50 31-Mar-06

DADM3005 Text: Directory services was unable to write icon binary into %s.

Type: Minor

Description: Not enough rights to the directory.

Action: Procure rights to the directory through your administrator.

DADM3007 Text: Unable to retrieve data from Enterprise Database.

Type: Minor

Description: Possible communication problem with Enterprise service, or requested data does not exist.

Action: Restart Enterprise service or ignore.

DADM3008 Text: Unable to get a layout name from Enterprise Database for device <%s>.

Type: Minor

Description: Possible communication problem with Enterprise service or layout has not been defined.

Action:

DAGT0000 Text: [Informational text]

Type: Informational



DAGT2000 Text: Unable to load macro [%s] from LDAP: %s.

Type: Major

Description: A work flow action contained the name of a keystroke macro but the macro does not exist.

Action: If the macro has been deleted on purpose, delete the name of the macro from the Action lists.



31-Mar-06 51


DAGT2001 Text: Unable to write macro binary into %s: %s.

Type: Major


Action: Reestablish communication.

DAGT2002 Text: Directory Services unable to write macro binary to %s.

Type: Major

Description: Communication with Directory Services was lost. File folder not available. Not enough rights.

Action: Reestablish communication. Confirm file folder exists. Procure read/write rights to the folder.

DAGT2003 Text: Unable to %s macro [%s], Directory Services returned an error.

Type: Major


Action: Reestablish communication and try again.

DAGT2004 Text: Error, %s not found. Directory Services data is corrupt.

Type: Major

Description: The data from Directory services is not correct.

Action: Restore directory services from backup files.

DAGT2005 Text: Error, Action:name missing for %s %s. Data from Directory Services is incorrect.

Type: Major

Description: Data in Directory Services database is not correct and possibly is corrupted.

Action: Use restore utility to restore data.

DAGT2006 Text: Failed to reset IPPA service.

Type: Major

Description: An attempt to notify the IPPA server that it must reload its data has failed.

Action: Restart the IPPA server.



52 31-Mar-06

DAGT2007 Text: Error connecting to LDAP.

Type: Major

Description: Communication problem

Action: Reestablish communication with Directory Services.

DAGT2008 Text: Program exiting...

Type: Major

Description: All attempts to communicate with Directory Services have failed.

Action: Restart after communication with Directory Services is restored.

DAGT2009 Text: Unable to retrieve the Data Fields from Directory Services.

Type: Major

Description: Data received from Directory Services is incorrect or corrupt.

Action: Use utility to restore Directory Services data from backup.

DAGT2010 Text: Failed to connect to Enterprise Database server.

Type: Major

Description: Communication with the Enterprise service could not be established.

Action: Restart Enterprise service.

DAGT2011 Text: Unable to save to Enterprise Database.

Type: Major

Description: Possible communication problem with the Enterprise service, or call data no longer exists.

Action: Restart Enterprise service, or ignore.



31-Mar-06 53


DAGT2012 Text: Unable to Logout of RASCAL Server. Error Message = %s.

Type: Minor

Description: Can't log out of Recording and Statistics service. Action:

Action: See Recording and Statistics service error message for more details.

DAGT2013 Text: Unable to Logout of Desktop Monitoring. Error = %d.

Type: Minor

Description: Can't log out of Desktop Monitoring service.

Action: See Desktop Monitoring service error message for more details.

DAGT2014 Text: Unable to Stop of Desktop Monitoring. Error = %d.

Type: Minor

Description: Can't stop desktop monitoring.

Action: See desktop monitoring error for more details.

DAGT2015 Text: Failed to launch update.

Type: Minor

Description: Failed to launch True Update.

Action: Ensure that True Update is installed.

DAGT2016 Text: Last try to get RASCAL Global ID to update wrapup data. Error = %s.

Type: Minor

Description: Error getting Recording and Statistics service Global ID.




54 31-Mar-06

DAGT2017 Text: Unable to update wrapup data to RASCAL: no global ID.

Type: Minor

Description: Unable to update data to Recording and Statistics service.

Action: Check if there is a call with call ID present.

DAGT2018 Text: Unable to update wrapup data to RASCAL: GID=%u Error=%s.

Type: Minor

Description: Can't update data to Recording and Statistics service.


DAGT2019 Text: Unable to get RASCAL Global ID for agent state change. Error=%s.

Type: Minor

Description: Can't get Recording and Statistics service global ID.


DAGT2020 Text: Last try was still unable to get RASCAL Global ID for agent state change. Error=%d.

Type: Minor

Description: Fail to get Recording and Statistics service global ID.


DAGT2021 Text: Unable to write agent state change to RASCAL: GID=%u Error=%s.

Type: Minor

Description: Can't write agent state change to Recording and Statistics service.

Action: See Recording and Statistics service error for more details.



31-Mar-06 55


DAGT2022 Text: DAGT2022Unable to get RASCAL Global ID for logout agent state change. Error=%s.

Type: Minor

Description: Can't get Recording and Statistics service global ID for logout.


DAGT2023 Text: Unable to get RASCAL Global ID for new appearance. Error: %s.

Type: Minor

Description: Can't get Recording and Statistics service global ID.


DAGT2024 Text: Corrupt ActionList.

Type: Minor

Description: The action list is corrupted.

Action: Check the action list in LDAP.

DAGT2025 Text: Action Index Corrupt.

Type: Minor

DAGT2026 Text: Unable to write call data to RASCAL: GID= %u Error=%s.

Type: Minor

Description: Action index is corrupted.

Action: Check the action index in LDAP.

DAGT2027 Text: Unable to get call layout for callID %d, callID was not found.

Type: Minor

Description: Can't write data to the Recording and Statistics service.

Action: See the Recording and Statistics service error message for more detail.



56 31-Mar-06

DAGT2028 Text: Unable to get call history for callID %d, callID was not found.

Type: Minor

Description: Can't get call layout for the specified call ID because the call ID was not found.

Action: Check if the call returns a valid call ID.

DAGT2029 Text: Unable to update field number %d with data %s for callID %d, field number is invalid.

Type: Minor

Description: Can't get call history because the call ID is not found.

Action: Check if the call returns a valid call ID.

DAGT2030 Text: Unable to update field number %d with data %s for callID %d, callID was not found.

Type: Minor

Description: Field number is invalid.

DAGT2032 Text: Answer Call Control Action - Answer Failed.

Type: Minor

Description: Call ID is not found.


DAGT2033 Text: Drop Call Control Action - Empty Call ID.

Type: Minor

Description: Call ID is empty.


DAGT2034 Text: Drop Call Control Action - Drop Failed.

Type: Minor

Description: Invalid call ID.




31-Mar-06 57


DAGT2035 Text: Touch TonesCall Control Action - Empty Call ID.

Type: Minor

Description: Empty call ID.

Action: Check if the call ID is valid.

DAGT2036 Text: Touch Tones Call Control Action - Send DTMF Failed.

Type: Minor

Description: Invalid call ID or releasing device ID.

Action: Check if the call ID or releasing device ID is valid.

DAGT2037 Text: Make Call Control Action - Place Call Failed.

Type: Minor



DAGT2038 Text: Redirect Call Control Action - Empty Call ID.

Type: Minor

Description: Invalid call ID


DAGT2039 Text: Redirect Call Control Action - Call State not Offering.

Type: Minor

Description: Call state is not the OFFERING state.

Action: Check if the delivered event call state is OFFERING.

DAGT2040 Text: Conference Call Control Action - Empty Call ID.

Type: Minor


Action: Check if the call ID in the conference event is empty.



58 31-Mar-06

DAGT2041 Text: Super Transfer Call Control Action - Empty Call ID.

Type: Minor


Action: Check if the call ID in the conference event is empty.

DAGT2042 Text: Super Transfer Call Control Action - Calls in invalid state.

Type: Minor

Description: The call being transferred is in an invalid state.

Action: Check if the call is in the Hold state pending transfer for the old call ID.

DAGT2043 Text: Blind Transfer Call Control Action - Empty Call ID.

Type: Minor


Action: Check if call ID is not empty in transfer event.

DAGT2044 Text: Blind Transfer Call Control Action - Calls in invalid state.

Type: Minor

Description: Calls are in an invalid state.

Action: Check if the call is held pending transfer for the old call ID.

DAGT2045 Text: Blind Transfer Call Control Action - Setup Transfer Failed.

Type: Minor

Description: Invalid call ID or call state.

Action: Check in transfer event if call ID or call state are invalid.



31-Mar-06 59


DAGT2046 Text: Blind Transfer Call Control Action - Destination Call ID is Empty Call ID.

Type: Minor


Action: Check if the call ID of the transferred device ID is empty.

DAGT2047 Text: Blind Transfer Call Control Action - Complete Transfer Failed.

Type: Minor

Description: Invalid call ID.

Action: Check that the CTI service is running correctly.

DAGT2048 Text: LRM Inactive Message received.

Type: Minor

Description: Exception in the LRM service.


DAGT2049 Text: Unable to read Agent ACD State Log report settings.

Type: Minor


Action: Restart LDAP Monitor service server

DAGT2050 Text: Unable to read Skill Statistics report settings.

Type: Minor



DAGT2051 Text: Unable to read Agent Detail report settings.

Type: Minor





60 31-Mar-06

DAGT2052 Text: Unable to start recording callID %d with error %s.

Type: Minor

Description: The Recording and Statistics service is not running correctly.


DAGT2053 Text: Attempted to start recording the callID %d, but couldn't find the appearance.

Type: Minor

Description: There is no call to record.

Action: Check to see if the agent has a valid call ID.

DAGT2054 Text: Already recording a call at this agent.

Type: Minor

Description: Duplicate agent ID.

Action: Log the supervisor out and then in again.

DAGT2055 Text: Unable to stop recording callID %d with error %s.

Type: Minor

Description: The Recording and Statistics service is not running correctly.

Action: Restart the Recording and Statistics service

DAGT2056 Text: Attempted to stop recording the callID %d, but couldn't find the appearance.

Type: Minor

Description: There is no call to record.

Action: Check to see if the agent has a valid call ID.

DAGT2057 Text: Error getting skill stats. PhoneDev Error: %d.

Type: Minor

Description: Exception in skill stat events.

Action: Use CTI test to check if skill stat events run correctly.



31-Mar-06 61


DAGT2058 Text: Waiting for time of day events failed with error - %s.

Type: Minor

Description: Time of day events exception.

Action: Collect the relevant logs and send them to TAC for assistance.

DAGT3000 Text: Unable to delete macro [%s] from LDAP: %s.

Type: Minor

Description: Cannot communicate with Directory Services or the macro does not exist.

Action: Restart Directory Services or ignore.

DAGT3001 Text: Error Obtaining License, %s.

Type: Minor

Description: Server down or all licenses in use.

Action: Restart server or wait for a license to become available.

DAGT3002 Text: Directory services could not retrieve icon data in %s from %s.

Type: Minor

Description: Not enough rights to the directory. Misformatted data. Internal error.

Action:

DAGT3004 Text: Unable to retrieve data from Directory Services.

Type: Minor

Description: Communication problems with directory services. Possible data corruption.

Action: Reestablish communication with directory services. Restore directory services database from backup.



62 31-Mar-06

DAGT3005 Text: Directory services was unable to write icon binary into %s.

Type: Minor

Description: Not enough rights to the directory.

Action: Procure rights to the directory through your administrator.

DAGT3007 Text: Unable to retrieve data from Enterprise Database.

Type: Minor

Description: Possible communication problem with Enterprise service, or requested data does not exist.

Action: Restart Enterprise service or ignore.

DAGT3008 Text: Unable to get a layout name from Enterprise Database for device <%s>.

Type: Minor

Description: Possible communication problem with Enterprise service or layout has not been defined.

DAGT3009 Text: Could not obtain license from LRM.

Type: Major

Description: The LRM service is not running.

Action: Check if the LRM service is running. Check if CAD was correctly licensed during installation.

DAGT3010 Text: Error: get agent returned: <%s>,.

Type: Major

Description: LDAP Monitor serviceing is not running

Action: Check that the LDAP Monitor service is running.

DAGT3011 Text: Error: get team returned: <%s>.

Type: Major





31-Mar-06 63


DAGT3012 Text: Unknown exception while retrieving a license.

Type: Major

Description: LRM service is not running.


DAGT3013 Text: Unknown exception while releasing the license(s)

Type: Major

Description: LRM service is not running.


DAGT3014 Text: Unable to log into the RASCAL Server. Error %s.

Type: Major

Description: Recording and Statistics service is not running.


DAGT3015 Text: Unable to Login Desktop Monitoring: %d

Type: Major

Description: Desktop Monitoring is not running.

Action: Restart Desktop Monitoring.

DAGT3016 Text: Unable to Start Desktop Monitoring: %d

Type: Major

Description: Desktop Monitoring is not running.

Action: Restart Desktop Monitoring.

DAGT3017 Text: Failed to write data to the Enterprise Server.

Type: Major

Description: Enterprise service is not running.


DAGT3023 Text: Could not read Offering out of LDAP.

Type: Fatal

Description: Failed to communicate with Directory Services.

Action: Restart Directory Services server.



64 31-Mar-06

DAGT3031 Text: Answer Call Control Action - Empty Call ID.

Type: Minor

DAGT4007 Text: Unable to verify licence. License error.

Type: Fatal


Action: Restart the LRM service. Check if the LCC is incorrect. Check if the LDAP host is incorrect.

FCCC0000 Text: [Informational text]

Type: Informational



FCCC2002 Text: Unable to create thread (%s).

Type: Major

Description:


FCCC2003 Text: Unexpected error. WaitForSingleObject failed.

Type: Major

Description:


FCCC2004 Text: Unexpected error. WaitForMultipleObjects failed.

Type: Major

Description:




31-Mar-06 65


FCCC2005 Text: Network communication error (%S).

Type: Major

Description:

Action: Check network connectivity. Verify that the Chat Service is running.

FCCC2009 Text: Unexpected exception (%s).

Type: Major

Description:


FCCC2010 Text: Unable to open registry key: %s.

Type: Major

Description:

Action: The specified registry key should exist, but the program will continue to function without it. The installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).

FCCC2011 Text: Unable to read registry value: %s.

Type: Major

Description:

Action: The specified registry value should exist, but the program will continue to function without it. The installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).



66 31-Mar-06

FCCC2014 Text: Unable to determine the local IP address. The program will continue to function, but VPN desktops will not be supported. Error code: %d.

Type: Major

Description:

Action: Restart the program if this is a VPN desktop (CAD/CSD). If the condition continues to occur, check the network configuration and make sure the system has a valid IP address. If the network settings are valid, then check system resource availability (CPU and memory).

FCCC2015 Text: The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

Type: Major

Description:

Action: Check network connectivity. Verify that the Chat Service is running.

FCCC3000 Text: Unable to close thread handle (%s).

Type: Minor

Description:

Action: The program should continue to function normally. Check system resource availability (CPU and memory). Monitor handle usage by this service.

FCCS0000 Text: [Informational text]

Type: Informational





31-Mar-06 67


FCCS1000 Text: Unable to open registry: HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Site Setup

Type: Fatal

Description: The Chat service was unable to read the value from the registry. The entry should have been created on install.

Action: Reinstall if the entry is not in the registry.

FCCS1001 Text: Unable to create thread (%s).

Type: Fatal

Description:

Text: Check system resource availability (CPU and memory).

FCCS1002 Text: Unable to start any working threads.

Type: Fatal

Description:


FCCS1003 Text: Error handling command line arguments.

Type: Fatal

Description:

Action: If you are attempting to run this program from the command line, check the command line usage. Normally this program should only be run as a service, but TAC or DE may advise you to run it as a console application.

FCCS1007 Text: Unexpected error. WaitForMultipleObjects failed (%s).

Type: Fatal

Description:




68 31-Mar-06

FCCS1008 Text: Unexpected network communication error (omniORB fatalException). File: %S, line: %d, msg: %S.

Type: Fatal

Description:

Action: Check system resource availability (CPU and memory). Check network settings.

FCCS1009 Text: Unable to open registry key: %s.

Type: Fatal

Description: The specified registry key is required for the service to function properly. The installation may have failed or become corrupted.

Action: If the registry entry does exist, check system resource availability (CPU and memory).

FCCS1010 Text: Unable to read registry value: %s.

Type: Fatal

Description: Action: The specified registry value is required for the service to function properly. The installation may have failed or become corrupted.

Action: If the registry entry does exist, check system resource availability (CPU and memory).

FCCS1011 Text: Unable to initialize log files.

Type: Fatal

Description: The service was unable to set up its logging files.

Action: Check the INSTALLATION DIRECTORY registry value under HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Site Setup and verify that it is valid. Check the settings for the service in the service control panel and verify that it is running under the Local System account. Check system resource availability (CPU and memory).



31-Mar-06 69


FCCS1012 Text: Unexpected exception during network communication initialization (omniORB).

Type: Fatal

Description:

Action: Action: Verify that the HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Site Setup\IOR HOSTNAME registry value specifies a valid local hostname or IP address. Check system resource availability (CPU and memory).

FCCS1013 Text: Unexpected exception in the main network communication thread (fcCorbaServer).

Type: Fatal

Description:


FCCS2000 Text: Registry error (DetectRegistryChg::Open). Unable to open path <%s> key <%s>: <%d>.

Type: Major

Description:

Action: The service will automatically retry the operation. The specified registry key is required for the service to function properly. If the condition continues to occur, the installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).

FCCS2001 Text: Unable to connect to the LDAP service.

Type: Major

Description:

Action: Verify that the LDAP Monitor Service is running. Check the LDAP Monitor Service logs for errors.



70 31-Mar-06

FCCS2002 Text: Unable to create a new working thread.

Type: Major

Description:


FCCS2003 Text: Unexpected exception in a working thread.

Type: Major

Description:


FCCS2004 Text: Unexpected exception in the manager thread.

Type: Major

Description:


FCCS2008 Text: Network communication error <%s> sending message to application <%s>. The application will be logged out.

Type: Major

Description:

Text: Check network connectivity between the Chat service and the indicated application (typically an agent or supervisor) in both directions. The remote application may have terminated abnormally, check its logs for errors. Check any firewall settings to make sure that the proper ports are open.

FCCS2009 Text: Unexpected exception (%s).

Type: Major

Description:




31-Mar-06 71


FCCS2010 Text: Unable to open registry key: %s.

Type: Major

Description:

Action: The specified registry key should exist, but the service will continue to function without it. The installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).

FCCS2011 Text: Unable to read registry value: %s.

Type: Major

Description:

Action: The specified registry value should exist, but the service will continue to function without it. The installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).

FCCS2012 Text: Unable to set the process priority for this service to high. The service will run at normal priority.

Type: Major

Description:

Action: The service will continue to run, and should run normally. However, in some cases under heavy server load it is possible that by running at normal priority the service will not get the needed CPU time to keep up with its tasks. The symptom for this would be sluggish behavior in CAD and CSD.

FCCS2013 Text: Unable to initialize the network communication library (%s). The service will continue to function, but VPN desktops will not be supported. Error code: %d.

Type: Major

Description:

Action: Restart the service if you have any VPN desktops (CAD/CSD). If the condition continues to occur, check system resource availability (CPU and memory).



72 31-Mar-06

FCCS2014 Text: Unable to determine the local IP address. The service will continue to function, but VPN desktops will not be supported. Error code: %d.

Type: Major

Description:

Action: Restart the service if you have any VPN desktops (CAD/CSD). If the condition continues to occur, check the network configuration and make sure the system has a valid IP address. If the network settings are valid, then check system resource availability (CPU and memory).

FCCS2015 Text: Unexpected network communication error in the VPN-support thread (%s). The service will continue to function, but VPN desktops will not be supported. Error code: %d.

Type: Major

Description:

Action: Restart the service if you have any VPN desktops (CAD/CSD). If the condition continues to occur, check the network configuration and make sure the system has a valid IP address. If the network settings are valid, then check system resource availability (CPU and memory).

FCCS3000 Text: Unable to close thread handle (%s).

Type: Minor

Description:

Action: The service should continue to function normally. Check system resource availability (CPU and memory). Monitor handle usage by this service.

FCMC220 Text: [string] not found for recording handle: [handle]

Type: Major

Description: A request was made to stop a recording that was never started.

Action: None.



31-Mar-06 73


FCMC221 Text: IDL function startSimultaneousMonitoring threw an exception. Host: [host], handle: [handle].

Type: Major

Description: The client was unable to communicate with a VoIP Monitor service.

Action: Check the specified VoIP Monitor service for errors. Make sure the service is running.

FCMC222 Text: [string] not found for recording handle [handle]

Type: Major

Description: A request was made to stop a recording that was never started.

Action: None.

FCSS1 Text: [error description].

Type: Major

Description: ICM database-related errors.

Action: Handle according to the error description.

Check the ODBC connection and database.

FCSS-1 Text: Failed to synchronize [LCC], [function], [problem], [error code]

Type: Major

Description: Failed to synchronize the logical contact center

Action: Make sure the logical contact center exists.

Make sure LDAP is running.

Make sure ODBC connectivity is in place.

FCSS10 Text: [error description]

Type: Major

Description: ICM database-related error.





74 31-Mar-06


Type: Major





Type: Major




FCSS-12 Text: sync_server_exception: [description]

Type: Major

Description: Synchronization-related exception occurred (null pointer).



Type: Major





Type: Major





Type: Major






31-Mar-06 75



Type: Major

Description: Synchronization-related exception occurred (LDAP call).


FCSS-18 Text: Standard exception.

Type: Major

Description: The program caught an unexpected standard library exception.

Action: Retry the action.

Restart the Sync service.

FCSS-19 Text: FAiled to initialize [LCC], [function], [problem], [error code].

Type: Major

Description: Failed to synchronize the logical contact center.

Action: Make sure the logical contact center exists and that it has a peripheral ID.

Make sure LDAP is running.

Make sure ODBC connectivity is in place.


Type: Major





Type: Major

Description: LDAP-related error.


Check the LDAP connection and registry settings.



76 31-Mar-06


Type: Major

Description: Synchronization-related exception occurred (SQL call).


FCSS4504 Text: A CORBA error with minor error of [error number] and completed flag of [flag] was caught.

Type: Major

Description: CORBA error.

Action: Restart the Sync service.

FCSS4512 Text: The initialization of the Windows NT service was unsuccessful.

Type: Fatal

Description: Synchronization service initialization failed.

Action: Restart the service.

Check the LDAP connection.

Persistence of the problem points to an installation or OS-related problem.

FCSS4513 Text: The Windows NT service is not able to register itself with the Windows NT service manager.

Type: Fatal

Description: The service could not register with the service manager.

Action: Restart the service.

Persistence of the problem points to an installation or OS-related problem.

FCSS4532 Text: Failed to create synchronization thread.

Type: Major

Description: Thread creation failed.

Action: Restart service. Persistence of problem points to an installation or OS-related issue.



31-Mar-06 77


FCSS4533 Text: Changes with respect to the error location.

Type: Major

Description: Synchronization-related unexpected error.


FCSS4534 Text: Failed to [add/update/delete] agent OR at least one error occurred during synchronization of agents.

Type: Minor

Description: Agent synchronization failed.

Action: Check the ODBC connection.


FCSS4535 Text: Failed to [add/update/delete] Team OR failed to [get/set] TeamCQueues OR at least one error occurred during synchronization of teams

Type: Minor

Description: Team synchronization failed



FCSS4536 Text: Failed to [add/update/delete] CQueue OR failed to get CQueues OR at least one error occurred during synchronization of queues.

Type: Minor

Description: Contact queue synchronization failed.



FCSS5 Text: An unexpected error occurred.

Type: Major

Description: The program caught an unexpected exception.





78 31-Mar-06


Type: Major





Type: Major





Type: Major


Action: Handle according to the error description



Type: Major

Description: A synchronization-related exception occurred (memory allocation).



Type: Major




FCSS-9 Text: Unexpected exception.

Type: Major

Description: The program caught an unexpected exception.





31-Mar-06 79


FCVMC1000 Text: Unable to monitor agent. Cannot connect to the VoIP Monitor Service [Host] configured to monitor extension [Agent extension].

Type: Major

Description: The LRM service does not know about the indicated VoIP service.

Action: Check the indicated VOIP monitor service to make sure it is running. Cycle the indicated VoIP service. Verify that the indicated extension should be assigned to the indicated VoIP service. Retry the action.

FCVMC1001 Text: Unable to monitor agent. Host [Host] is under recovery.

Type: Major

Description: The indicated VoIP service is currently not running or the client has lost connectivity to the host system.

Action: Wait for the connectivity to be restored. Check network connectivity. Cycle the VoIP service. Retry the action.

FCVMC1002 Text: Unable to monitor agent with VoIP Monitor service [Host]. Corba exception [error string] returned.

Type: Major

Description: The VoIP service has gone down or is in a corrupted state.

Action: Cycle the indicated VoIP service and retry the action.

FCVMC1003 Text: Unable to monitor agent with VoIP Monitor service [Host]. Unknown Corba exception returned.

Type: Major





80 31-Mar-06

FCVMC1004 Text: Unable to refresh the monitoring session with the agent on extension [extension]. Host [Host] is under recovery.

Type: Major

Description: The indicated VoIP service has gone down.

Action: Cycle the service and retry the action.

FCVMC1005 Text: Unable to refresh the monitoring session with the agent on extension [extension] with the VoIP Monitor service [Host]. Corba exception [error string] returned.

Type: Major



FCVMC1006 Text: Unable to refresh the monitoring session with the agent on extension [extension] with the VoIP Monitor service [Host]. Unknown Corba exception returned.

Type: Major



FCVMC1007 Text: Unable to stop the monitoring session. The VoIP Monitor service [Host] was not found.

Type: Major

Description: The VoIP Monitor service that was used to start a monitoring session was removed in the Cisco Desktop Administrator application.

Action: Cycle the indicated VoIP service. CSD may need to be cycled to remove the indication of the monitoring session from its display.



31-Mar-06 81


FCVMC1008 Text: Unable to stop the monitoring session. The VoIP Monitor service [Host] is under recovery.

Type: Minor

Description: The VoIP Monitor service that was used to start a monitoring session has gone down. The monitoring session was stopped when the service went down.

Action: No further action is required, but the indicated VoIP service should be checked to verify that it comes back up. Also, CSD may need to be cycled to remove the indication of the monitoring session from its display.

FCVMC1009 Text: Unable to stop the monitoring session for supervisor [ID] on VoIP service [Host]. Corba exception [error string] returned.

Type: Major

Description: The VoIP Monitor service that was used to start a monitoring session has either gone down or is in a corrupted state. The monitoring session will be stopped if the service went down.

Action: The indicated VoIP service should be cycled (this will stop the monitoring session). Also, CSD may need to be cycled to remove the indication of the monitoring session from its display.

FCVMC1010 Text: Unable to stop the monitoring session for supervisor [ID] on VoIP service [Host]. Unknown Corba exception returned.

Type: Major

Description: The VoIP Monitor service that was used to start a monitoring session has either gone down or is in a corrupted state. The monitoring session will be stopped if the service went down.

Action: The indicated VoIP service should be cycled (this will stop the monitoring session). Also, CSD may need to be cycled to remove the indication of the monitoring session from its display.



82 31-Mar-06

FCVMC1013 Text: Caught a Corba exception while testing the connection to the VoIP service [Host].

Type: Major

Description: While testing or recovering the connection to the indicated VoIP Monitor service, a Corba error was returned.

Action: The indicated VoIP service may be down or in a corrupt state. It should be cycled.

FCVMC1016 Text: Unable to record agent. Cannot connect to the VoIP Monitor Service [Host] configured to monitor extension [Agent extension].

Type: Major

Description: The LRM service does not know about the indicated VoIP service.

Action: Check the indicated VOIP monitor service to make sure it is running. Cycle the indicated VoIP service. Verify that the indicated extension should be assigned to the indicated VoIP service. Retry the action.

FCVMC1017 Text: Unable to record the agent with extension [extension]. Host [Host] is under recovery.

Type: Major

Description: The indicated VoIP service is currently not running.

Action: Cycle the service and retry the action.

FCVMC1018 Text: Unable to record the agent with extension [extension] using the VoIP Monitor service [Host]. Corba exception [error string] returned.

Type: Major





31-Mar-06 83


FCVMC1019 Text: Unable to record the agent with extension [extension] using the VoIP Monitor service [Host]. Unknown Corba exception returned.

Type: Major



FCVMC1020 Text: Unable to stop the recording session. The VoIP Monitor service [Host] was not found.

Type: Major


Action: Cycle the indicated VoIP service.

FCVMC1021 Text: Unable to stop the recording session. The VoIP Monitor service [Host] is under recovery.

Type: Major

Description: The VoIP service has gone down.


FCVMC1022 Text: Unable to stop the recording session on the VoIP service [Host]. Corba exception [error string] returned.

Type: Major



FCVMC1023 Text: Unable to stop the recording session on VoIP service [Host]. Unknown Corba exception returned.

Type: Major





84 31-Mar-06

FCVMC1028 Text: Invalid connection information for the VoIP service [host].

Type: Major

Description: The VoIP service's published IOR connection string is corrupted.

Action: The indicated VoIP service should be cycled.

FCVMC1028 Text: Unable to get connection information for the VoIP service [Host].

Type: Major

Description:

Action: The indicated VoIP service should be cycled.

FCVMC1030 Text: Unable to initialize the Corba connection for VoIP service [host].

Type: Major

Description: The indicated VoIP service's connection information is corrupted or out of date.

Action: The VoIP service should be cycled.

FCVMC1031 Text: Unable to get the VPN IP address from a VoIP service.

Type: Major

Description: Either no VoIP services are active at this time or one of more VoIP services are corrupted in some way.

Action: Make sure all the VoIP services are running; cycle if necessary. Retry the action.



31-Mar-06 85


FCVMC1032 Text: Unable to get the MAC address for extension [extension] from the VoIP service [host]. Corba exception [error string] returned.

Type: Major

Description: The indicated VoIP service is corrupted, the extension used is not an actual agent phone extension, or the VoIP service cannot communicate with the CallManager.

Action: Cycling the indicated VoIP service may cause this error to go away. If there is more than one VoIP service running, another VoIP service will be used to get the MAC address from the CallManager.

FCVMC1033 Text: Unable to get the MAC address for extension [extension] from the VoIP service [host]. Unknown Corba exception returned.

Type: Major



FCVMC1034 Text: Unable to get the MAC address for extension [extension] from the VoIP service [host]. VoIP service error returned.

Type: Major





86 31-Mar-06

FCVMC1035 Text: Unable to get MAC address for extension [extension] from any VoIP service.

Type: Major

Description: There are no active VoIP services or none of the active VoIP services is able to communicate with the CallManager.

Action: Start or cycle the existing VoIP services and retry action. The VoIP service logs may indicate the exact nature of the problem.

FCVMC1036 Text: Could not create the LDAP recovery thread.

Type: Minor

Description: The application will be unaware if the LDAP connection goes down or comes back up.

Action: If LDAP connection errors are seen, the application should be cycled.

FCVMC1038 Text: Unable to initialize Corba connection for desktop monitoring of extension [extension].

Type: Major

Description: The desktop monitoring module is not initialized properly or is down. If a VoIP service is configured as a backup for monitoring/recording, the application will attempt to use it.

Action: The monitored agent's desktop application should be cycled. Retry the action.

FCVMC1039 Text: Unable to initialize Corba connection for recording extension [extension].

Type: Major

Description: The VoIP service or desktop configured to provide the monitoring/recording voice streams is down or corrupted.

Action: The service or agent desktop should be cycled.



31-Mar-06 87


FCVMC200 Text: GetServerList returned: [list].

Type: Major

Description: The client was unable to retrieve the list of VoIP Monitor services from LDAP.

Action: Check LDAP for errors.

FCVMC201 Text: No VoIP servers.

Type: Major

Description: No VoIP Monitor services are installed.

Action: Install a VoIP Monitor service if you need silent monitoring and recording functionality.

FCVMC202 Text: GetServer () returned: [service] for host: [host].

Type: Major

Description: The client was unable to retrieve information on a VoIP Monitor service from LDAP.

Action: Check LDAP for errors.

FCVMC203 Text: Unable to parse Monitor server host name from: $s.

Type: Major

Description: The client was unable to determine the host name from the CORBA IOR.

Action: Check the VoIP Monitor service and LDAP for errors.

FCVMC204 Text: Got an exception calling string_to_object(). Host: [host].

Type: Major

Description: A CORBA call failed.




88 31-Mar-06

FCVMC205 Text: Got an exception calling_narrow(). Host: [host].

Type: Major

Description: A CORBA call failed.


FCVMC206 Text: No VoIP server installed or running.

Type: Major

Description: The client wasn’t able to connect to any VoIP Monitor services.

Action: If you need monitoring and recording functionality, make sure that you have a VoIP Monitor service installed and running.

FCVMC207 Text: Unable to connect to VoIP Monitor service: [service] for extensions: [extensions]

Type: Major

Description: The client was unable to connect to a VoIP Monitor service.

Action: Check the specified VoIP Monitor service for errors. Make sure that the service is running.

FCVMC208 Text: IDL function startMonitoring threw an exception. Host: [host], extension: [extension].

Type: Major


Action: Check the specified VoIP Monitor service for errors. Make sure that the service is running.

FCVMC209 Text: Unable to find host: [host] in the monitor server map.

Type: Major

Description: An internal error occurred.

Action: None.



31-Mar-06 89


FCVMC210 Text: IDL function stopMonitoring threw an exception. Host: [host], supervisorID: [ID]

Type: Major



FCVMC211 Text: IDL function getPhoneMacAddress threw an exception. Host: [host], extension: [extension].

Type: Major



FCVMC212 Text: Unable to find the VoIP Monitor service for MAC address: [MAC address].

Type: Major

Description: There are multiple VoIP Monitor services and this device has not been assigned to one.

Action: Use Desktop Administrator to assign the phone to a VoIP Monitor service.

FCVMC213 Text: Unable to connect to VoIP Monitor server: [service] for MAC address: [MAC address]

Type: Major

Description: The client is unable to connect to a VoIP Monitor service.




90 31-Mar-06

FCVMC214 Text: Unable to connect to VoIP Monitor service: [service] for extension: [extension]

Type: Major

Description: The client is unable to connect to a VoIP Monitor service.


FCVMC215 Text: IDL function SetSoftPhoneFilter threw an exception. Host: [host], extensions: [extensions], destinationIpAddr: [IP address], destination RtpPort: [port], source RtpPort: [port].

Type: Major



FCVMC216 Text: IDL function stopMonitoring threw an exception. Host: [host], supervisorId [supervisor ID]

Type: Major



FCVMC217 Text: IDS function special threw an exception. Host: [host], message: [message]

Type: Major





31-Mar-06 91


FCVMC218 Text: Unable to connect to VoIP Monitor server: [service] for extension: [extension]

Type: Major



FCVMC219 Text: IDL function startSimultaneousMonitoring threw an exception. Host: [host], agent extension: [extension], applicationId: [application], localAddress: [IP address], toAgentPort: [port], fromAgentPort: [port].

Type: Major



FCVMC223 Text: IDL function refreshSimultaneousMonitoring threw an exception. Host: [host], recordingHandle: [handle].

Type: Major



FCVMC224 Text: Host [host] is under recovery.

Type: Major

Description: The client is attempting to recover a connection to the specified VoIP Monitor service.




92 31-Mar-06

FCVMD2002 Text: Could not find the Desktop Monitor adapter name in the Registry.

Type: Major

Action: The post installation configuration tool must be run and a NIC adapter must be chosen and saved to the registry. Until a valid adapter name is written to the registry, desktop monitoring will not work for this agent installation.

FCVMD2004 Text: Could not find the IOR Hostname entry in the Registry.

Type: Major

Action: The post installation configuration tool must be run. Desktop monitoring will not work for this agent until the application is properly installed. If this doesn't work, reinstall the Cisco Agent Desktop application.

FCVMD2005 Text: Could not create a necessary process [process name].

Type: Major

Action: A necessary thread could not be started. This is usually due to a lack of system resources on the machine. Remove or stop any unnecessary applications in order to free up resources and cycle the application. If this does not solve the issue, open a TAC case.

FCVMD2007 Text: Could not create a necessary object [object name].

Type: Major

Action: A necessary object could not be created. This is usually due to a lack of system resources on the machine. Remove or stop any unnecessary applications in order to free up resources and cycle the application. If this does not solve the issue, open a TAC case.



31-Mar-06 93


FCVMD2011 Text: Process ended prematurely [Process].

Type: Major

Description: The indicated process/thread exited before completing its tasks.

Action: Cycle the application. If this error persists, open a TAC case.

FCVMD2014 Text: The LDAP connection has gone down.

Type: Minor

Description: If the Desktop Monitoring module has not yet initialized, this will prevent it from fully initializing, which will prevent Desktop Monitoring from working correctly for this agent. The LDAP connection should reestablish itself automatically.

Action: If it does not, cycle the application. Verify that the LDAP server(s) is up and running.

FCVMD2017 Text: Unable to open the NIC adapter for sniffing. Please reconfigure the installation.

Type: Major

Description: The adapter name found in the “Monitor Device” key in the registry could not be opened.

Action: Run the post installation configuration tool to set the correct device in the registry.

FCVMD2019 Text: Unable to get network information for the adapter.

Type: Major

Description: Could not read the adapter's IP address and network mask information from the registry. Either the adapter name found in the “Monitor Device” key is incorrect or the user does not have permissions to read from the registry.

Action: Run the post installation configuration tool and set the correct NIC card to use for sniffing.



94 31-Mar-06

FCVMD2020 Text: Unable to set the sniffing filter.

Type: Major

Description: Internal error.

Action: Open a TAC case.

FCVMD2027 Text: No packets captured for [seconds] seconds.

Type: Major

Description: This message will be seen every ten seconds during a monitoring/recording session if the Desktop Monitor is unable to capture any traffic from the NIC adapter.

Action: If you see these messages, it indicates that the NIC is unable to capture traffic, no traffic is being presented to the NIC, there is no phone attached inline with the agent's PC, or the IP phone is not configured correctly to send its network traffic over the network connection to the PC.

FCVMS0000 Text: Failed to create socket. Error: [error string]. Another attempt will be made shortly.

Type: Major

Description: If the socket cannot be created, this VoIP service will not be able to monitor or record any agent calls.

Action: If you see this message multiple times, the VoIP service should be cycled to see if the problem goes away. If it doesn't, a TAC case should be opened.

FCVMS0001 Text: Could not get the MAC address for extension [extension] from the CallManager database.

Type: Major

Description: The VoIP service could not communicate with the CallManager via the AXL interface to query the database.

Action: The status of the CallManager processes should be checked. There also must be at least one CallManager in the cluster that has an active AXL database service.



31-Mar-06 95


FCVMS0004 Text: Corba connection IP address not found in Registry. Initialization halted until software fully configured.

Type: Major

Description: The IOR Hostname registry entry was not found.

Action: The installation configuration tool must be run to populate this value before the VoIP service will initialize correctly. The VoIP service will wait for this value to populated before continuing.

FCVMS0005 Text: NIC monitoring adapter name not found in Registry. Initialization halted until software fully configured.

Type: Major

Description: The Monitor Device registry entry was not found.

Action: The installation configuration tool must be run to populate this value before the VoIP service will initialize correctly. The VoIP service will wait for this value to populated before continuing.

FCVMS0006 Text: Unable to start a necessary process.

Type: Major

Description: A necessary thread or process could not be started or initialized properly. The VoIP service will not function correctly.

Action: The VoIP service should be cycled. In this error is seen again, a TAC case should be opened.

FCVMS0007 Text: Unable to open the configured NIC adapter for sniffing.

Type: Major

Description: The Monitor Device entry in the registry is not a valid NIC adapter for packet sniffing.

Action: The service configuration application should be run to set the correct adapter name in the registry and the VoIP service cycled.



96 31-Mar-06

FCVMS0008 Text: The configured NIC adapter used for sniffing is not configured correctly.

Type: Major

Description: The NIC adapter used for sniffing is not configured correctly for networking.

Action: Make sure the IP address is not a Class D address or any reserved IP address (like local loopback). If network traffic cannot be sent out or read from the NIC then the VoIP service will not be able to capture voice streams on it. The administrator should correctly configure the NIC. If the problem persists, open a TAC case.

FCVMS0009 Text: The filter used for capturing voice streams could not be set.

Type: Major

Description: The internal packet filter could not be set to limit the number of packets parsed by the VoIP service. This is an internal error.

Action: Open a TAC case.

FCVMS0012 Text: Corba interface could not be created. Retrying operation.

Type: Major

Description: The VoIP service could not create the interface used by clients to request monitoring and recording sessions. It will continue to retry until it succeeds or the service is stopped.

Action: Cycling the VoIP service may fix this problem. If not, open a TAC case.

FCVMS0013 Text: Error parsing service arguments.

Type: Major

Description: Internal error.

Action: Cycle the VoIP service. If this message continues to appear, open a TAC case.



31-Mar-06 97


FCVMS0017 Text: Could not determine the local IP address. Error: [Error string].

Type: Major

Description: The OmniOrbUseHostName entry in the registry is missing or invalid.

Action: The installation configuration application should be run and the VoIP service cycled.

FCVMS0018 Text: Could not initialize the connection to the CallManager database. AXL error: [error number: error string].

Type: Major

Description: The VoIP service could not communicate with the CallManager via the AXL interface to query the database.

Action: The status of the CallManager processes should be checked. There also must be at least one CallManager in the cluster that has an active AXL database service.

FCVMS0019 Text: Query sent to the CallManager database failed. AXL error: [error number: error string].

Type: Major

Description:

Action: The status of the CallManager processes should be checked. There also must be at least one CallManager in the cluster that has an active AXL database service. Retry the action. If it continues to fail, cycle the VoIP service. It the error persists, open a TAC case.

FCVMS0020 Text: An exception occurred while attempting to Query the CallManager database.

Type: Major

Description:

Action: Cycle the VoIP service. If the error persists, open a TAC case.



98 31-Mar-06

FCVMS111 Text: Unable to detach Corba Server Thread Handle. Exiting…

Type: Fatal

Description: The monitor service was unable to release the CORBA service thread.

Action: restart.

FCVMS112 Text: splk_pcap_open_live() failed. [description]

Type: Fatal

Description: The monitor service was unable to open the specific device.

Action: Restart

FCVMS200 Text: WSAStartup() failed. [description]

Type: Major

Description: The monitor service was unable to initialize the Windows sockets library.

Action: The monitor service will retry the operation. See [description] to determine the cause of the failure.

FCVMS201 Text: Socket () failed. [description]

Type: Major

Description: The monitor service was unable to create the socket to send RTP streams to the supervisors.


FCVMS203 Text: splk_pcap_lookupnet() failed. errorBuf: [description]

Type: Major

Description: A sniffing function failed.




31-Mar-06 99


FCVMS204 Text: splk_pcap_compile() failed.

Type: Major

Description: The monitor service was unable to create a low level filter for incoming packets.

Action: The monitor service will retry the operation.

FCVMS205 Text: splk_pcap_setfilter() failed.

Type: Major

Description: The monitor service was unable to set a low level filter for incoming packets.


FCVMS206 Text: splk_pcap_lookupdev() failed. errorBuf = [description]

Type: The monitor service was unable to get a list of available network cards.

Description: The monitor service will retry the operation. See [description] to determine the cause of the failure.

FCVMS207 Text: Error: in retrieving mac address for agent [extension]

Type: Major

Description: A request was made to monitor an agent, and the monitor service was unable to retrieve the MAC address for the specified extension from the CallManager’s SQL server database.

Action: Check if anything has changed regarding the CallManager database.

Check the FCVoIP ODBC DSN for correctness.

Verify that the CallManager database is running.

Verify that a record exists in the CallManager database for the extension.

Reinstall the monitor service if it needs to use a new username or password.



100 31-Mar-06

FCVMS208 Text: Host lookup unsuccessful. Invalid host name [hostname]. End.

Type: Major

Description: The monitor service was unable to look up the IP address of [hostname].

Action: Verify that the monitor service can resolve the IP address of the supervisor’s PC by hostname.

FCVMS209 Text: Failed to update the LDAP server; [description].

Type: Major

Description: The monitor service was unable to update LDAP with the CORBA IOR, which is used by clients to connect to the monitor service.


Verify that LDAP is running.

Reinstall the monitor service if LDAP has moved.

FCVMS210 Text: impl_is_ready() returned. Shutting down the server thread.

Type: Major

Description: A request was made to shut down the service.

Action: Restart.

FCVMS211 Text: Caught a CORBA exception.

Type: Major

Description: An exception occurred in the CORBA service thread.


FCVMS213 Text: We are unable to connect or reconnect to the current CM. Try subscribers.

Type: Major

Description: An error occurred while trying to connect to the CallManager database.

Action: Verify that the CallManager database is running.



31-Mar-06 101


FCVMS214 Text: All DSNs have been unsuccessful.

Type: Major

Description: An error occurred while trying to connect to the CallManager database.

Action: Verify that the CallManager database is running.

FCVMS215 Text: Could not create VPN Thread (handle).

Type: Major

Description: An error occurred while trying to create the VPN server thread.

Action: restart.

FCVMS216 Text: Could not detach thread(handle).

Type: Major

Description: An error occurred while trying to free memory associated with the VPN server thread.

Action: None.

FCVMS217 Text: Creating the listening socket failed. Exit the VPN thread.

Type: Major

Description: An error occurred while trying to create the VPN server socket.

Action: Restart.

FCVMS218 Text: Couldn’t find the local IP address. Exit the VPN thread.

Type: Major

Description: An error occurred while trying to obtain the local IP address.

Action: Restart.



102 31-Mar-06

FCVMS219 Text: The VPN thread failed to bind to the local address. Exit the VPN thread.

Type: Major

Description: An error occurred setting up the VPN server socket.

Action: Restart.

FCVMS220 Text: VPN thread failed to listen to the local address. Exit the VPN thread.

Type: Major

Description: An error occurred with the VPN server socket.

Action: Restart.

FCVMS225 Text: Unable to install transient exception handler.

Type: Major

Description: An error occurred setting up an exception handler.

Action: Restart.

FCVRS0000 Text: [Informational text]

Type: Informational



FCVRS1001 Text: Unable to create thread (%s).

Type: Fatal

Description:


FCVRS1003 Text: Error handling command line arguments.

Type: Fatal

Description:

Action: Check the command line usage.



31-Mar-06 103


FCVRS1007 Text: Unexpected error. WaitForMultipleObjects failed (%s).

Type: Fatal

Description:


FCVRS1008 Text: Unexpected network communication error (omniORB fatalException). File: %S, line: %d, msg: %S.

Type: Fatal

Description:


FCVRS1009 Text: Unable to open registry key: %s.

Type: Fatal

Description:

Action: The specified registry key is required for the service to function properly. The installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).

FCVRS1010 Text: Unable to read registry value: %s.

Type: Fatal

Description:

Action: The specified registry value is required for the service to function properly. The installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).



104 31-Mar-06

FCVRS1011 Text: Unable to initialize log files.

Type: Fatal

Description: The service was unable to set up its logging files.

Action: Check the INSTALLATION DIRECTORY registry value under HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Site Setup and verify that it is valid. Check the settings for the service in the service control panel and verify that it is running under the Local System account. Check system resource availability (CPU and memory).

FCVRS1012 Text: Unexpected exception during network communication initialization (%s).

Type: Fatal

Description:

Action: Verify that the HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Site Setup\IOR HOSTNAME registry value specifies a valid local hostname or IP address. Check system resource availability (CPU and memory).

FCVRS1013 Text: Unexpected exception in the main network communication thread (%s).

Type: Fatal

Description:

Text: Check system resource availability (CPU and memory). If the problem continues to occur, gather debug logs for the service and open a TAC case.



31-Mar-06 105


FCVRS2000 Text: Registry error. DetectRegistryChg::Open failed for path <%s> key <%s>: <%d>.

Type: Major

Description:

Action: The service will automatically retry the operation. The specified registry key is required for the service to function properly. If the condition continues to occur, the installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).

FCVRS2001 Text: Unable to connect to the LDAP service.

Type: Major

Description:

Action: Verify that the LDAP Monitor Service is running. Check the LDAP Monitor Service logs for errors.

FCVRS2002 Text: The ADS query queue is full. Some agent data will be lost.

Type: Major

Description: ADS database queries are backing up and being discarded as needed to control the size of the queue.

Action: Verify that the ADS is running. Check system resource availability (CPU) on the servers that run this service and the ADS.

FCVRS2008 Text: Network communication error <%s>.

Type: Major

Description:

Action: Check network connectivity to the Recording and Statistics server. The remote application may have terminated abnormally, check its logs for errors. Check any firewall settings to make sure that the proper ports are open.



106 31-Mar-06

FCVRS2009 Text: Unexpected exception (%s).

Type: Major

Description:

Action: Check system resource availability (CPU and memory). If system resources are fine and the condition continues to occur, recreate the problem with debug logging turned on to further isolate.

FCVRS2010 Text: Unable to open registry key: %s.

Type: Major

Description:

Action: The specified registry key should exist, but the service will continue to function without it. The installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).

FCVRS2011 Text: Unable to read registry value: %s.

Type: Major

Description:

Action: The specified registry value should exist, but the service will continue to function without it. The installation may have failed or become corrupted. If the registry entry does exist, check system resource availability (CPU and memory).

FCVRS2012 Text: Unable to set the process priority for this service to high. The service will run at normal priority.

Type: Major

Description:

Action: The service will continue to run, and should run normally. However, in some cases under heavy server load it is possible that by running at normal priority the service will not get the needed CPU time to keep up with its tasks. The symptom for this would be sluggish behavior in CAD and CSD. If this occurs, open a TAC case.



31-Mar-06 107


FCVRS2013 Text: Unable to initialize the network communication library (%s). The service will continue to function, but VPN desktops will not be supported. Error code: %d.

Type: Major

Description:

Action: Restart the service if you have any VPN desktops (CAD/CSD). If the condition continues to occur, check system resource availability (CPU and memory).

FCVRS2015 Text: Unable to write registry value: %s.

Type: Major

Description:


FCVRS2016 Text: The name of the ADS SQL named instance was not found in LDAP. Will retry.

Type: Major

Description:

Action: The service will retry the operation. If the problem continues to occur, open a TAC case.

FCVRS2017 Text: An error occurred trying to populate the cache from the ADS database. Will retry.

Type: Major

Description:

Action: The service will retry the operation. If the problem continues to occur, check for other more specific errors related to the database access. Verify that the ADS database is running.



108 31-Mar-06

FCVRS2018 Text: An error occurred while attempting to register this service in LDAP (%s).

Type: Major

Description:

Action: The service will retry the operation. If the problem continues to occur, check the LDAP service logs for more information.

FCVRS2019 Text: SQL Query failed with SQL error%s for query %s.

Type: Major

Description:

Action: The service will continue to run and recover it's connection to the database as needed. Verify that the SQL statement is valid. Verify that the ADS is running.

FCVRS2020 Text: The Admin Workstation Database connection has not been configured. ASA statistics will be unavailable.

Type: Major

Description:

Action: Configure the connection to the Admin Workstation Database in Cisco Agent Desktop Configuration Setup, then restart the Recording and Statistics Service.

FCVRS3000 Text: Unable to close thread handle (%s).

Type: Minor

Description:

Text: The service should continue to function normally. Check system resource availability (CPU and memory). Monitor handle usage by this service.



31-Mar-06 109


FCVRS3001 Text: Unable to retrieve the list of skill groups from LDAP. Will retry.

Type: Minor

Description:

Action: The service will retry the operation. If the problem continues to occur, check the contents of LDAP for skill group information. If skill group data is missing, check the Sync Service logs for any problems.

IP0000 Text: [Informational text]

Type: Informational



IP0001 Text: INternal error: an unexpected error occurred while <action>.

Type: Major

Description: An error occurred that compromised the service’s integrity.

Action: Restart the IPPA service. IF hte problem persists, open a TAC case.



110 31-Mar-06

IP0006 Text: CTI server not available.

Type: Major

Description: The CTI server is currently down.

Action: Do the following:

■ Wait a short time and retry the action.

■ Verify that the CTI server is up and active. Restart if necessary.

■ Verify via CAD Configuration Setup Tool (postinstall) that the CTI server IP address or hostname and port are correct.

■ If the problem persists, restart the IPPA service.

■ Check whether there are any problems connecting to CTI service or its computer. (See Network Check section)

■ If the problem still persists, open a TAC case.

IP0014 Text: Internal error. One of the wait events is null.

Type: Major

Description: One of the events used by the IPPA service to wait on for activity has not been created.


■ Restart the IPPA service.

■ See the Memory Check section for possible memory checks.

■ If the problem persists, open a TAC case.



31-Mar-06 111


IP0019 Text: Could not get <type> data from LDAP: <error description>.

Type: Minor

Description: The IPPA service cannot communicate with the Directory SErvices server or the data was not found in Directory Services.


■ Verify that the Directory Services server is running. If not, start it.

■ Verify that Directory Services has been populated using CAD Configuration Setup Tool (postinstall).

■ Restart Directory Services.

■ Restart IPPA service.

■ Verify the data exists in LDAP. (See Get LDAP Information section for details) If the data does not exist, it might need to be added using Sync service (for agent and team information), CDA (for workgroup and other settings available via CDA), from previous backups/upgrades, or reinstall CAD.


IP0020 Text: Internal error: Could not create <type> object because is out of memory.

Type: Major

Description: The machine running the IPPA service ran out of available memory.


■ Stop unnecessary processes on the machine.

■ Restart the IPPA service.

■ See the Memory Check section for possible memory checks.

■ Add more memory to the machine.



112 31-Mar-06

IP0031 Text: Unable to send CTI action <action> for agent <agent ID>: <error description>.

Type: Minor

Description: The request could not be successfully sent to the CTI service.


■ Verify the agent id and extension is correct.

■ Retry the action.

■ If it fails again, log the agent out and then back in, and then try again.

■ Check whether the CTI service is running and active.

■ If it continues to occur, restart the CTI and IPPA services and try again.

■ If it persists, open a TAC case.

IP0033 Text: Internal error: CTI request ID <request ID> and response ID <response ID> do not match for agent <agent ID>.

Type: Minor

Description: The response from teh CTI server did not match the request sent. This is an internal error.

Action: Retry the action. If it fails again, restart the IPPA service. If the error persists, open a TAC case.



31-Mar-06 113


IP0035 Text: CTI action <action> failed for agent <agent ID>; <error code> <error description>.

Type: Minor

Description: The CTI server rejected an action request due to some error.


■ Verify the agent id and extension is correct.

■ Retry the action.

■ If it fails again, log the agent out and then back in, and then try again.

■ Restart the IPPA service




114 31-Mar-06

IP0038 Text: Could not open web service configuration file <file name>.

Type: Major

Description: Could not open the web service configuration file used by the IPPA client to communicate with the IPPA service.


■ "Check using regedit whether /HKLM/SOFTWARE/Spanlink/CAD/IPPA/Config/TOMCAT HOME registry value is the location of the Tomcat directory. By default, it is C:\Program Files\Cisco\Desktop\Tomcat\. Ensure the directory exists.

■ Check using regedit whether /HKLM/SOFTWARE/Spanlink/CAD/Site Setup/Install Directory registry value is the location of CAD software. By default, it is C:\Program Files\Cisco\Desktop\. Ensure the directory exists.

■ IPPA service does not have sufficient permissions to create a file in the Tomcat folder. Login as the user that the IPPA service is running as and attempt to create a file in that directory to verify.

■ The file is read only. Make it writable.

■ The disk is full. Remove unnecessary files.

■ If this does not correct the problem, open a TAC case.

IP0040 Text: The CORBA connection information for the IPPA service obtained from the LRM service is invalid.

Type: Major

Description: The CORBA connection information (IOR) for the IPPA service that the IPPA client obtrained from the LRM service does not belong to the IPPA service.

Action: Restart the LRM and IPPA services. If the error persists, open a TAC case



31-Mar-06 115


IP0042 Text: LRM service error: <error description>

Type: Major

Description: An error occurred while communicating with teh LRM service.

Action: Restart the IPPA and LRM services, wait until they are both active, and try the action again. If the problem persists, open a TAC case.

IP1 Text: [IPPA_ERR_UNEXPECTED_EXCEPTION]

Type: Major

Description: An unexpected failure has occurred. The integrity of the IPPA service is now suspect.

Action: Restart the IPPA service. If the problem persists, open a TAC case.

IP2 Text: [IPPA_ERR_NT_SERVICE]

Type: Fatal

Description: The IPPA service could not be started.

Action: OPen a TAC case.

IP20 Text: [IPPA_ERR_MEMORY_ALLOCATION]

Type: Major

Description: The machine running the IPPA service ran out of available memory.

Action: Restart the IPPA service. Add more memory to the machine. Stop unnecessary processes on the machine.



116 31-Mar-06

IP38 Text: [IPPA_ERR_OPEN_FILE]

Type: Major

Description: Could not open the web server configuration file. This error could be seen for these reasons:

• /HKLM/SOFTWARE/Spanlink/IPPA/Config/TOMCAT HOME or /HKLM/SOFTWARE/Spanlink/Site Setup/Install Directory are missing from the registry, are blank strings, or contain a directory path the does not exist

• The user does not have sufficient permissions to create a file in the Tomcat folder under the Install folder

• The disk is full.

Action: Reinstall the CAD software. If this does not correct the problem, open a TAC case.

IP42 Text: [IPPA_ERR_LRM_ERROR]

Type: Major

Description: An error occurred while communicating with the LRM service.

Action: Restart the IPPA and LRM services and try the action again. If the problem persists, reinstall the CAD services. If the problem still persists, open a TAC case.

IP47 Text: [IPPA_ERR_CREATE_THREAD]

Type: Minor

Description: A necessary processing thread could not be started.




31-Mar-06 117


IP48 Text: [IPPA_ERR_INITIALIZE]

Type: Minor

Description: An internal object could not be initialized properly.


IP59 Text: Unable to set process priority to high: [error].

Type: Major

Description: The IP Phone Agent service was unable to change its process priority to high because of the specified Windows error.

Action: Check the Windows error. Ensure that the user that the IP Phone Agent service is running as has permission to change its process priority to High.

IPCA1000 Text: Unknown Exception...

Type: Fatal

Description:


IPCA1001 Text: Exception. Description = <%s>.

Type: Fatal

Description:

Action: Check Description.

IPCA2000 Text: LDAP initialization failed.

Type: Major

Description:

Action: Check that the LDAP server is running. Check the Site Setup registry values.



118 31-Mar-06

IPCA2001 Text: LDAP connection failed. Description = <%s>.

Type: Major

Description:


IPCA2002 Text: LDAPClient API <%s> failed. Description = <%s>.

Type: Major

Description:


IPCA2003 Text: Error Obtaining License.

Type: Major

Description:

Action: Check LRM Server is running. Check the Site Setup registry values.

IPCA2004 Text: Unknown Exception.

Type: Major

Description:


IPCA2005 Text: Exception. Description = <%s>

Type: Major

Action: Check error description.

IPCA2006 Text: Error deleting agent profile. Description = <%s>.

Type: Major

Action: Check that the Enterprise service is running.



31-Mar-06 119


IPCA2007 Text: Error loading data.

Type: Major

Action: Check that the LDAP Service is running, and is populated with the correct values. Check the Site Setup registry values.

IPCA2008 Text: Error writing data to ldap.

Type: Major

Action: Check that the LDAP Service is running, and is populated with the correct values. Check the Site Setup registry values.

IPCA2009 Text: Error notifying IPPA Server.

Type: Major

Action: Check that the IPPA service is running.

LC0047 Text: Parent does not exist.

Type: Debug

Description: Failed to add entry because the parent of the entry does not exist.

Action: Ensure that the parent entry exists.

LC0048 Text: Cannot open file.

Type: Debug

Description: Cannot open the specified file.

Action: Verify that the file exists.

Verify that the user has permission to read/write to the file/directory.

LC0049 Text: Could not get file size.

Type: Debug

Description: Cannot get the specified file size.

Action: Verify that the file exists.

Verify that the user has permission to read/write to the file/directory.



120 31-Mar-06

LC0050 Text: Object indicator cannot be delete for add operation.

Type: Debug

Description: The object indicator type was set to delete for an add operation, which is not allowed.

Action: Provide log/debug files with steps to reproduce the error to technical support.

LC0051 Text: The supervisor is still referenced in at least one team.

Type: Debug

Description: Attempted to delete a supervisor who is still primary/secondary supervisor of at least one team.

Action: REmove the supervisor from all teams before deleting the supervisor.

LC0052 Text: The skill is still referenced in at least one team.

Type: Debug

Description: Attempted to delete a skill that is part of at least one team.

Action: Remove skill from all teams before deleting the skill.

LC0053 Text: The team is still referenced by at least one agent.

Type: Debug

Description: Attempted to delete a team with at least one agent.

Action: Remove all agents from the team before deleting the team.

LC0054 Text: The work group is still referenced by at least one agent.

Type: Debug

Description: Attempted to delete a work group that at least one agent is using.

Action: Make sure no agents are using the work group before deleting the work group.



31-Mar-06 121


LC0055 Text: Agent is still a supervisor.

Type: Debug

Description: Attempted to delete an agent who is also a supervisor.

Action: Delete the supervisor, and then delete the agent.

LC0057 Text: Failed to create [name] event [error].

Type: Debug

Description: Could not create an event used for signaling.

Action: Check the error. Check the amount of memory used by the program and available on the PC.

LC0060 Text: Failed to [operation]; [error].

Type: Debug

Description: Failed to complete the named LDAP operation because the client does not have sufficient access rights.

Action: Ensure that LDAP Bind DN and LDAP Pwd in the registry are correct.

LC0061 Text: Invalid LDAP server type.

Type: Debug

Description: The LDAP server type specified in the operation is not valid for that LDAP operation.

Action: Provide log/debug files, with steps to reproduce the error, to technical support.

LC0062 Text: Timeout.

Type: Debug

Description: There was a timeout waiting for CAD Configuration Setup tool to populate LDAP with initial data.

Action: Run Configuration Setup to complete the installation.



122 31-Mar-06

LC0064 Text: Got stop event.

Type: Debug

Description: Notification that the post install is done with populating LDAP database.

Action: None.

LM0004 Text: Service could not be installed as a Windows NT service. The Windows NT service error code is [code].

Type: Fatal

Description: The NT service could not be installed.

Action: Check the error code.

LM0006 Text: The [service] Windows NT service could not be uninstalled. The Windows NT service error code is [code].

Type: Fatal

Description: The NT service could not be uninstalled.


LM0007 Text: The argument passed to the program is invalid and the program will exit.

Type: Fatal

Description: An invalid argument was passed.

Action: Check the argument passed to the program.

LM0009 Text: The Windows NT service is not able to register itself with the Windows NT service manager.

Type: Fatal

Description: The Windows NT service is not able to register itself with the Windows NT service manager.

Action: Check if the Windows NT service exists.



31-Mar-06 123


LM0010 Text: The initialization of the Windows NT service was unsuccessful.

Type: Fatal

Description: The Windows NT service was unable to initialize.

Action: Check if the NT service still exists.

LM0011 Text: An invalid request was received by the Windows NT service from the Windows NT service manager.

Type: Major

Description: The Windows NT service manager sent an invalid request to the NT service.

Action: None

LM0015 Text: Failed to create process [process type] params [parameter error].

Type: Major

Description: Failed to start the specified process with the specified parameters.


Check the process log/debug files for more information.

Verify that the process and slapd.conf files exist.

Verify that the database directory has all seven .dat files.

Try running the process from a command line with specified parameters.

LM0017 Text: Error creating [type] event. [error].

Type: Major

Description: An error occurred in creating the specified event.




124 31-Mar-06

LM0018 Text: Could not set console event handler.

Type: Major

Description: Could not set the console event handler used to handle console input.

Action: Provide log/debug files with steps to reproduce the error to technical support.

LM0023 Text: Failed to create pipe: [error]

Type: Major

Description: Failed to create a pipe to slapd or slurpd that it is starting.

Action: Check the number of threads and memory used by the program. Restart the LDAP Monitor service. If the problem persists, open a TAC case.

LM0024 Text: Unable to set process priority to high: [error]

Type: Major

Description: LDAP Monitor service was unable to change its process priority to high because of the specified Windows error.

Action: Check the Windows error. Ensure that the user that the LDAP Monitor service is running as has permission to change its process priority to High.

LM0025 Text: [blank]

Type: Major

Description: Failed to communicate with other server.

Action: Ensure that the other server is reachable from this server. Try to ping the other server from the command line.


Type: Major

Description: Failed to create file.

Action: Make sure there is enough space on the disk. Make sure that the process has sufficient permission to write to that location.



31-Mar-06 125


LM0033 Text: Copy [file type] file: [file] failed.

Type: Major

Description: Failed to copy the specified file.

Action: Make sure the file exists. Make sure there is enough space on the disk. Make sure the process has sufficient permission to write to that location.

LM0034 Text: Failed to register to LDAP, retrying.

Type: Major

Description: The server failed to register itself with the Directory Services (LDAP) service.

Action: Check if Directory Services is running.


Type: Major

Description: This server failed to communicate with another server.

Action: Make sure the other server is reachable from this server. Try to ping the other server from the command line.

LM0036 Text: FILE: [file]

Type: Major

Description: Failed to send the specified file to another server.

Action: Make sure the other server is reachable from this server. Try to ping the other server from the command line.


Type: Major

Description: This server failed to update the other server.

Action: Restart the LDAP Monitor service. If the problem persists, open a TAC case.



126 31-Mar-06

LRMC1000 Text: Unable to create thread (%s).

Type: Fatal

Description:


LRMC1001 Text: Unexpected error. WaitForMultipleObjects failed.

Type: Fatal

Description:


LRMC2000 Text: An unexpected exception occurred.

Type: Major

Description:


LRMC2001 Text: Error setting socket to non-blocking.

Type: Major

Description:


LRMC2002 Text: Error setting socket back to blocking.

Type: Major

Description:




31-Mar-06 127


LRMC2003 Text: Error sending the header of the message. Error: (%d:%s).

Type: Major

Description: An error occurred when the program was sending the header for the sockets message. This normally occurs if the connection between the LRM service and the client is broken.

Action: The client will attempt to establish connection with the LRM service. If the error persists on the client, check if the LRM service is running. Check network connectivity. See the text in the error for more details.

LRMC2004 Text: Error sending the body of the message. Error: (%d:%s).

Type: Major

Description: An error occurred when the program was sending the body for the sockets message. This normally occurs if the connection between the LRM service and the client is broken.

Action: The client will attempt to establish connection with the LRM service. If the error persists on the client, check if the LRM service is running. Check network connectivity. See the text in the error for more details.

LRMC2005 Text: Error in creating body buffer.

Type: Major

Description:




128 31-Mar-06

LRMC2006 Text: A socket error occurred. Error: (%d:%s).

Type: Major

Description: An error occurred in the LRM client to LRM service communication. This normally occurs if the connection between the LRM service and the client is broken.

Action: The client will attempt to establish connection with the LRM service. If error persists on the client, check if the LRM service is running. Check network connectivity. See the text in the error for more details.

LRMC2007 Text: Error receiving sockets message.

Type: Major

Description: An error occurred when the client received a message from the LRM service or the LRM service received a message from the client. This normally occurs if the connection between the LRM service and the client is broken.

Action: The client will attempt to establish connection with the LRM service. If the error persists on the client, check if the LRM service is running. CHeck network connectivity.

LRMC2008 Text: Failed to connect to LDAP.

Type: Major

Description: The LRM client was not able to connect to LDAP.

Action: The LRM client will attempt to connect periodically until it succeeds. If the error persists, verify that the LDAP server is running. Check network connectivity.



31-Mar-06 129


LRMC2009 Text: Un able to retrieve list of LRM services from LDAP. Error (%d:%s).

Type: Major

Description: The LRM client was not able to retrieve the list of LRM servers from LDAP.

Action: The LRM client will attempt to retrieve this information from LDAP until it succeeds. If the error persists, verify that the LDAP server is running. Check network connectivity.

LRMC2010 Text: Unable to retrieve server profile from LDAP for server (%s). Error (%d:%s).

Type: Major

Description: The LRM client was not able to retrieve the profile for the specified LRM server from LDAP.


LRMC2011 Text: Unable to retrieve server type profile from LDAP for LRM. Error (%d:%s).

Type: Major

Description: The LRM client was not able to retrieve the server type profile for the LRM server from LDAP.


LRMC2012 Text: Event from LRM Server (%s:%s) was not OPEN_CONF Event (%d).

Type: Major

Description: The server sent an unexpected event.

Action: The LRM client will try to reconnect. Verify that the CAD services and client have been completely installed. If the error persists, contact technical support.



130 31-Mar-06

LRMC2013 Text: Unable to set linger on socket. WSAGetLastError (%d).

Type: Major

Description:

Action: Check the system resource availability (CPU and memory). Check network settings.

LRMC2014 Type: Not connected to server. Cannot process requests.

Description: Major

Action: A request might have come in while the LRM client was recovering its connection to the LRM server.

Action: If the error persists, check if the LRM server is running. Set Threshold=DEBUG in this program’s configuration file and attempt to recreate the problem.

LRMC4000 Text: [Informational text]

Type: Informational



LRMS1000 Text: Could not get this server host name, quit.

Type: Fatal

Description: The service could not obtain its own host name.

Action: The service will exit and restart. If the problem continues to occur, check the computer for other problems such as running out of virtual memory.

LRMS1002 Text: Could not create [thread].

Type: Fatal

Description: The service could not create a thread.

Action: The service will exit and restart. If the problem continues to occur, check the computer for other problems such as running out of virtual member.



31-Mar-06 131


LRMS1003 Text: Initializing listener socket failed.

Type: Fatal

Description: The LRM service was unable to set up its server socket properly.


LRMS1004 Text: Cannot add listener descriptor.

Type: Fatal

Description: The LRM service was unable to set up its server socket properly.


LRMS1005 Text: SServerDispatch return with [error]. Exiting.

Type: Fatal

Description: The LRM service received an unexpected error.


LRMS1006 Text: Could not start a single working thread, can’t continue.

Type: Fatal

Description: The service could not create a thread.


LRMS1007 Text: MSL thread fails on waiting for objects, quit.

Type: Fatal

Description: The LRM service received an unexpected error.




132 31-Mar-06

LRMS2000 Text: Could not connect with LDAP, using default one.

Type: Major

Description: The LRM service attempted to read server parameters from LDAP. It could not, and so default parameters will be used.

Action: Restart the service if default parameters are not acceptable.

LRMS2002 Text: INvalid CTI type. Use MSL as default.

Type: Major

Description: The LRM service read the CTI type from LDAP, and the type was invalid. The default CTI type is IPCC Enterprise.

Action: None

LRMS2003 Text: Unexpected exception in Manager Thread.

Type: Major

Description: An unexpected error occurred in the thread manager.

Action: None

LRMS2004 Text: Unexpected exception in Working Thread.

Type: Major

Description: An unexpected error occurred in a working thread.

Action: None

LRMS2005 Text: Could not create working thread [thread].

Type: The LRM service could not create a working thread.

Description: None

PHDV0000 Text: [Informational text]

Type: Informational





31-Mar-06 133


PHDV2000 Text: Request to change agent state failed.

Type: Minor

Description: CTI OS error or ICM error.

Action: Restart CTI OS to give a second try. Look into CTI OS error for more details

PHDV2001 Text: Request to log the agent in failed.

Type: Minor

Description: CTI OS error or ICM error.

Action: Restart CTI OS to give a second try. Look into CTI OS error for more details.

PHDV3000 Text: General exception occurred.

Type: Major

Description: An unknown exception occurred.

Action: Send the Dr Watson log, dump files, and agent logs to developer.

PHDV3001 Text: CTIOS exception occurred. Description %s.

Type: Major

Description: An unknown exception occurred.

Action: Send the Dr Watson log, dump files, and agent logs developer.

PHDV3002 Text: FailedServer = %s - ReasonCode = %d.

Type: Major

Description: The CTI OS service is not running.

Action: Restart the CTI OS service. Look into reason code for more details,

PHDV4000 Text: Initialization failed, could not create message window.

Type: Fatal

Description: Windows system error

Action: Try to restart Cisco Agent Desktop to log in.



134 31-Mar-06

PHDV4001 Text: At least one component of the Cisco ICM server is offline.

Type: Fatal

Description: An ICM component is down.

Action: Restart the component that is down.

PHDV4002 Text: Unable to set the agent mode.

Type: Fatal

Description: Send agent mode request failed.

Action: Restart CTI OS server; send CTI OS logs and agent logs to developers.

PHDV4003 Text: Connect to CTIOS server failed.

Type: Fatal

Description: No OPEN_CONF received, or CONTROL_FAILURE_CONF received.

Action: Send CTI OS logs to developers.

PHDV4004 Text: Client has tried to make connection using incompatible versions of the Cisco CTIOS server and Cisco CTI OS CIL.

Type: Fatal

Description: Wrong version number of CTI OS.

Action: Use the correct CTI OS library version number.

PHDV4005 Text: Unable to login - Query Confirmation returned logout or unknown agent state.

Type: Fatal

Description: CTI OS service error.

Action: Restart the CTI OS service.

PHDV4006 Text: Wait for connection to Cisco CTIOS server failed [%d].

Type: Fatal

Description: No OPEN_CONF received.

Action: Restart the CTI OS service or ICM components.



31-Mar-06 135


PHDV4007 Text: Wait for agent mode event failed [%d].

Type: Fatal

Description: The CTI OS API waitforsingleobject failed.

Action: Look into error code for more details.

PSNA1000 Text: Unknown Exception...

Type: Fatal


PSNA1001 Text: Exception. Description = <%s>.

Type: Fatal

Text: Check description.

PSNA2000 Text: Ldap Initialization failed.

Type: Major


PSNA2001 Text: Ldap connection failed. Description = <%s>.

Type: Major


PSNA2002 Text: LdapClient API <%s> failed. Description = <%s>.

Type: Major


PSNA2003 Text: Error Obtaining License.

Type: Major

Action: Check that the LRM service is running. Check the Site Setup registry values.

PSNA2004 Text: Unknown Exception.

Type: Major




136 31-Mar-06

PSNA2005 Text: Exception. Description = <%s>

Type: Major

Action: Check description.

PSNA2006 Text: Error deleting agent profile. Description = <%s>.

Type: Major


PSNA2007 Text: Error loading data.

Type: Major

Action: Check that the LDAP service is running, and that LDAP is populated with the correct data. Check the Site Setup registry values.

PSNA2008 Text: Error writing data to ldap.

Type: Major

Text: Check that the LDAP service is running, and that LDAP is populated with the correct data. Check the Site Setup registry values.

PSNA2009 Text: Error notifying IPPA Server.

Type: Major

Action: Check that the IPPA service is running.

RPS001 Text: An exception occurred calling ORB_init()

Type: Major

Description: Unable to start the CORBA service.

Action: Restart the Recording & Playback service.

RPS002 Text: An exception occurred calling BOA_init().

Type: Major





31-Mar-06 137


RPS004 Text: An exception occurred calling initializing the CORBA playback interface.

Type: Major



RPS006 Text: An exception occurred calling initializing the CORBA recording interface.

Type: Major



RPS100 Text: No audio path.

Type: Fatal

Description: The service was unable to determine the Audio Files path.

Action: The Audio Files path is taken from LDAP. Check to see if LDAP is up and running.

RPS1001 Text: Error opening registry: HKEY_LOCAL_MACHINE\\%s. Exiting.

Type: Fatal

Description: The installation may have failed or registry become corrupted.

Action: Reinstall CAD.

RPS1002 Text: Error reading registry entry: HKEY_LOCAL_MACHINE\\%s\\%s. Exiting.

Type: Fatal

Description: The installation may have failed or registry become corrupted.

Action: Reinstall CAD.

RPS1005 Text: Unable to start LDAP Update Thread. Exiting.

Type: Fatal




138 31-Mar-06

RPS1006 Text: Unable to start VPN Thread. Exiting.

Type: Fatal


RPS1007 Text: Unable to start LRM Thread. Exiting.

Type: Fatal


RPS1008 Text: Unable to start Refresh Thread. Exiting.

Type: Fatal


RPS1009 Text: Caught a CORBA exception changing CORBA server to ready. Exiting.

Type: Fatal

Action: Check network settings.

RPS101 Text: Error opening registry: HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Site Setup.

Type: Fatal

Description: The service was unable to read the value from the registry. The entry should have been created on install.

Action: Reinstall the service if the entry is not in the registry.

RPS1010 Text: No audio path. Exiting.

Type: Fatal

Description: The audio directory not found and could not be created.

Action: Check the security settings.



31-Mar-06 139


RPS1013 Text: An exception occurred calling ORB_init(). Exiting.

Type: Fatal


RPS1014 Text: An exception occurred calling BOA_init(). Exiting.

Type: Fatal


RPS1015 Text: Unable to create a Logout event. Exiting.

Type: Fatal


RPS1016 Text: An exception occurred calling initializing the CORBA playback interface. Exiting.

Type: Fatal


RPS1017 Text: An exception occurred calling initializing the CORBA recording interface. Exiting.

Type: Fatal


RPS2006 Text: The disk subsystem is overloaded. Recording quality negatively impacted.

Type: Major

Action: Check system resource availability (CPU, memory and disk).

RPS2007 Text: The free disk space limit has been reached.

Type: Major

Text: Check system resource availability (disk).

RPS202 Text: Initializing the Winsock library failed.

Type: Major

Description: Sockets library error.




140 31-Mar-06

RPS203 Text: Creating the listening socket failed.

Type: Major



RPS204 Text: Unable to retrieve local IP address for host name.

Type: Major

Description: DNS could not resolve the local host name.

Action: See the network administrator.

RPS205 Text: The VPN thread failed to bind to the local address.

Type: Major



RPS206 Text: VPN thread failed to listen to the local address.

Type: Major

Description: The service failed to listen on a configured socket.

Action: Do a netstat -a to see what process is holding up the port.



31-Mar-06 141


RPS207 Text: Create directory [directory], returned an error code [error code], string [error string].

Type: Major

Description: The server received an error trying to create the [directory] directory.

Action: Verify:

• if the directory listed is correct. It should be C:\Program files\Cisco\Desktop\...\Desktop_Audio or C:\Program files\Cisco\Desktop_Audio. If it is neither of these, contact TAC.

• if the Cisco Desktop Recording Service user has permissions to create directories. By default, the service is running as a LOCAL_SYSTEM account. If this is not correct, see your system administrator to verify the permissions and change them as needed.

RPS401 Text: Unable to start LDAP Update Thread. Exiting…

Type: Fatal

Description:

Action: Restart the Recording & Statistics service.

RPS402 Text: Unable to start VPN Thread. Exiting…

Type: Fatal

Description:


RPS403 Text: Unable to start LRM Thread. Exiting…

Type: Fatal

Description:


RPS404 Text: Unable to start Refresh Thread. Exiting…

Type: Fatal

Description:




142 31-Mar-06

RPS405 Text: impl_is_ready() returned. Shutting down the server thread.

Type: Major

Description:

Action: None

RPS406 Text: Caught a CORBA exception changing CORBA server to ready.

Type: Major



SL0000 Text: [Informational text]

Type: Informational



SL1000 Text: Failed to install service (%s). Error (%d:%s).

Type: Fatal

Description: Error installing the named service.

Action: See text in error message for more details. Contact TAC if problem persists.

SL1000 Text: [application] Server failed to install. Error [reason].

Type: Fatal

Description: The service was not successfully installed.

Action: Check to see if the service has already been installed.

SL1001 Text: Could not remove [application] Server. Error [reason].

Type: Fatal

Description: The service was not successfully removed.

Action: Check to see if the service was not installed.



31-Mar-06 143


SL1001 Text: Could not uninstall the service (%s). Error (%d:%s).

Type: Fatal

Description: Error uninstalling the named service.


SL1002 Text: Invalid arguments were passed to the service.

Type: Fatal

Description: Invalid arguments were passed in.

Action: If running from the command line, verify that the arguments passed in to the service are valid. Contact TAC if problem persists.

SL1002 Text: Invalid arguments. Exiting.

Type: Fatal

Description: Invalid command line arguments were passed to the service.

Action: Ensure the arguments passing to the program are valid. Valid arguments are:

–i: install service–f: run service as a foreground program–u: uninstall service–v: display version informationnone: run service

SL1003 Text: The control handler could not be installed. Error (%d:%s).

Type: Fatal

Description: Error registering with the Windows Service Control Manager.




144 31-Mar-06

SL1003 Text: The Control Handler could not be installed.

Type: Fatal

Description: Error in registering the NT service control request handler.

Action: This is a system error that requires development support. Contact technical support.

SL1004 Text: The initialization process failed. Error (%d:%s).

Type: Fatal

Description: Error initializing the service.


SL1004 Text: The initialization process failed.

Type: Fatal

Description: There was an error in starting the service.

Action: This is program-specific. The Chat service does nothing that can cause this error.

SL2000 Text: An invalid request(%d) was received from the SCM.

Type: Major

Description: An invalid request was received from the Windows Service Control Manager.

Action: The service will ignore this request. Contact TAC if problem persists.

SL2000 Text: Invalid request.

Type: Major

Description: An invalid command was sent to the service.

Action: The program needs to send valid messages to the service.



31-Mar-06 145


SL2017 Text: Could not detach thread [thread name].

Type: Major

Description: The thread could not be detached. System problem.

Action: This is a system error that requires development support. Contact technical support.

SLGV2000 Text: Error occurred attempting resume operation. %s.

Type: Minor

Description: Recording and Statistics service is not running


SLGV2001 Text: Error occurred attempting play operation. %s.

Type: Minor

Description: Recording and Statistics service is not running


SLGV2002 Text: Error occurred attempting pause operation. %s.

Type: Minor

Description: The Recording and Statistics service is not running


SLGV2003 Text: Error occurred attempting stop operation. %s.

Type: Minor



SLGV2004 Text: Error retrieving recording entries from RASCAL. %s.

Type: Minor





146 31-Mar-06

SLGV2006 Text: Error trying to flag recorded file as saved. %s.

Type: Minor



SLGV2007 Text: Error trying to flag recorded file as deleted. %s.

Type: Minor



SLGV2008 Text: Error occurred attempting stop operation. %s.

Type: Minor


Text: Restart the Recording and Statistics service

SLGV2009 Text: Error logging out of Recording/Playback server. %s.

Type: Minor



SLGV2010 Text: Error trying to mark a recording and associated call data as unsaved(0). %s.

Type: Minor



SLGV2011 Text: Error trying to delete recording file. %s.

Type: Minor





31-Mar-06 147


SLGV2012 Text: Error occurred attempting play and save operation. %s.

Type: Minor



SLGV2013 Text: Error setting volume level. %s.

Type: Minor

Description: Microsoft windows system error

Action: Try to set volume using Windows volume control.

SLGV3000 Text: Unable to retrieve team names: %s

Type: Major

Description: LDAP monitor error.


SLGV3001 Text: Error occurred when setting the playback position. %s.

Type: Major

Description: Microsoft Windows system error.

Action: Try to set the volume using the Windows volume control.

SLGV3002 Text: Error getting volume level from the Recording/Playback server. %s.

Type: Major

Description: Recording and Playback service error.

Action: Restart the Recording and Playback service.

SLGV3003 Text: Could not read Offering out of LDAP. Error %s.

Type: Major

Description: LDAP monitor error.




148 31-Mar-06

SLGV3004 Text: Error: get supervisor returned: <%s>.

Type: Major

Description: LDAP Monitor service error.


SLGV3005 Text: Error received while attempting to read from Directory Services: <%s>.

Type: Major

Description: LDAP Monitor service error.


SLGV4000 Text: Unable to verify license. License error: %s [%d].

Type: Fatal



SLGV4001 Text: Error logging into Recording/Playback server. %s.

Type: Fatal

Description: The Recording and Playback service is not running.

Action: Restart the Recording and Playback service.

SLGV4002 Text: Error logging into Rascal server. %s.

Type: Fatal



SLGV4003 Text: Error getting formatted GUID from COM Library. %d.

Type: Fatal

Description: Microsoft Windows system error.

Action: See COM library error for more details.



31-Mar-06 149


SLGV4004 Text: Error logging out of Rascal server. %s.

Type: Fatal



SPLKAXL0000 Text: [Informational text]

Type: Informational



SPLKAXL2000 Text: An unexpected exception occurred.

Type: Major

Description:


SPLKAXL2001 Text: An error was returned by the CallManager SOAP interface. SOAP-ENV:Fault (%s) axl:error (%s).

Type: Major

Description:

Action: An error occurred initializing the WinHttp interface. Check system resource availability (CPU and memory). See text in error message for more details.

SPLKAXL2002 Text: An error occurred initializing the WinHttp interface. WinHttpOpen Error(%s).

Type: Major

Description: An error occurred initializing the WinHttp interface.

Action: Check system resource availability (CPU and memory). See text in error message for more details.



150 31-Mar-06

SPLKAXL2003 Text: An invalid port number(%d) was specified for connect.

Type: Major

Description:

Action: Internal error. Contact technical support.

SPLKAXL2004 Text: WinHttpSetOption failed to set the option(%s) for host(%s). Error(%s).

Type: Major

Description: An error occurred when trying to set the specified WinHttp option.

Action: Check system resource availability (CPU and memory). See the text in error message for more details.

SPLKAXL2005 Text: Failed to connect to CallManager host (%s) AXL interface. WinHttpConnect error (%s).

Type: Major

Description: An error occurred while trying to connect to the specified CallManager AXL interface.

Action: Check system resource availability (CPU and memory). Verify that the CallManager IP address or host is correct. See text in error message for more details.

SPLKAXL2006 Text: Failed to create an HTTP request to CallManager Host(%s). WinHttpOpenRequest Error(%s).

Type: Major

Description: An error occurred when trying to create an HTTP request to the specified CallManager AXL interface.




31-Mar-06 151


SPLKAXL2007 Text: Failed to pass login credentials to CallManager Host(%s). WinHttpSetCredentials error(%s).

Type: Major

Description: An error occurred when passing login credentials to the specified CallManager AXL interface.


SPLKAXL2008 Text: Failed to send the HTTP request to CallManager Host(%s). WinHttpSendRequest Error(%s).

Type: Major

Description: An error occurred while sending an HTTP request to the specified CallManager AXL interface.

Action: Check system resource availability (CPU and memory). Verify that the CallManager IP address or host is correct. Check the system resource availability (CPU and memory) on the CallManager. See text in error message for more details.

SPLKAXL2009 Text: Failed to receive a response to an HTTP request to CallManager Host(%s). WinHttpReceiveResponse Error(%s).

Type: Major

Description: An error occurred while receiving a response to an HTTP request to the specified CallManager AXL interface.

Description: Check system resource availability (CPU and memory). Verify that the CallManager IP address or host is correct. Check the system resource availability (CPU and memory) on the CallManager. See text in error message for more details.



152 31-Mar-06

SPLKAXL2010 Text: Failed to authenticate user.

Type: Major

Description: HTTP response code 401 was received for the second time from the web server, and authentication failed.

Action: Verify that the login and password specified for the CallManager AXL Interface are correct.

SPLKAXL2011 Text: Failed to receive a response to an HTTP request to CallManager Host(%s). StatusCode(%d). WinHttpReceiveResponse Error(%s).

Type: Major

Description: An error occurred while receiving a response to an HTTP request to the specified CallManager AXL interface.

Action: Check system resource availability (CPU and memory). Verify that the CallManager IP address or host is correct. Check the system resource availability (CPU and memory) on the CallManager. See text in error message for more details.

SPLKAXL2012 Text: Failed to read amount of data available in the response from an HTTP request to CallManager Host(%s). WinHttpQueryDataAvailable Error(%s).

Type: Major

Description: An error occurred when reading the amount of data response from an HTTP request to the specified CallManager AXL interface.

Description: Check system resource availability (CPU and memory). See text in error message for more details. Check for network connectivity issues.



31-Mar-06 153


SPLKAXL2013 Text: Failed to data in the response from an HTTP request to CallManager Host(%s). WinHttpReadData Error(%s).

Type: Major

Description: An error occurred when reading a data response from an HTTP request to the specified CallManager AXL interface.

Description: Check system resource availability (CPU and memory). See text in error message for more details. Check network connectivity.

SPLKAXL2014 Text: At least one required argument is missing. Host(%s) Port(%d) Query(%s).

Type: Major

Description:

Action: Internal error. contact technical support.

SPLKAXL2015 Text: Failed to connect to LDAP.

Type: Major

Description: SplkAXL was not able to connect to LDAP. It will attempt to connect periodically until it succeeds.

Action: If error persists, verify that LDAP Server is running. Check network connectivity.

SPLKAXL2016 Text: Failed to get (%s) from LDAP. Error(%d:%s).

Type: Major

Description: SplkAXL was unable to get the specified information from LDAP. It will attempt to retrieve this information from LDAP until it succeeds.

Action: If error persists, verify that the LDAP server is running. Check network connectivity.

SPLKAXL2017 Text: SplkAXL has not been initialized.

Type: Major

Description:

Action: Internal error. Contact technical support.



154 31-Mar-06

SPLKAXL2018 Text: Failed to query from CallMgr(%s) Port(%d) Error(%d:%s).

Type: Major

Description: An error occurred querying the specified CallManager.

Action: See text in error for more details. Check system resource availability (CPU and memory). Check network connectivity.

SPLKAXL3000 Text: Time-out occurred making WinHttp call(%s). Host(%s).

Type: Minor

Description: The specified WinHttp call timed out. The program retries the request when this error occurs.

Action: If problems persists, check the CallManager system resource availability (CPU and memory). Check network connectivity.

SS0000 Text: [Informational text]

Type: Informational



SS1000 Text: Could not create thread (%s).

Type: Fatal


SS1001 Text: Unexpected error. WaitForSingleObject failed.

Type: Fatal




31-Mar-06 155


SS1002 Text: Failed to create a CompletionIOPort. Error(%d:%s).

Type: Fatal.

Action: This message is displayed with another error that contains the reason for the problem. Consult that error for more details.

SS1003 Text: Failed to initialize the Workflow Engine.

Type: Fatal

Action: The log file will contain MAJOR errors logged prior to this message indicating why this error occurred.

SS1004 Text: Unexpected exception during network communication initialization (omniORB).

Type: Fatal

Action: Verify that the HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\Site Setup\IOR HOSTNAME registry value specifies a valid local hostname or IP address. Check system resource availability (CPU and memory).

SS2016 Text: Failed to perform LDAP operation(%s) for Device(%s) LDAP Error(%s).

Type: Major

Action: The Service will retry this operation until it succeeds. See text in error for more details. If error persists, verify that the LDAP Monitor Service is running. Check the LDAP Monitor Service logs for errors.

SS2017 Type: Unable to open archive file (%s).

Description: Major

Action: Check system resource availability (CPU and memory). Check the settings for the service in the service control panel and verify that it is running under the Local System account.



156 31-Mar-06

SS2018 Text: Failed to send Config Request Event to the cti server.

Type: Major

Action: Check system resource availability (CPU and memory). Check log file for any ACMI related errors prior to this error. Set Threshold=DEBUG in this program's configuration file and attempt to recreate the problem.

SS2019 Text: Failed to send Config Key Request to the cti server.

Type: Major

Action: Check system resource availability (CPU and memory). Check log file for any ACMI related errors prior to this error. Set Threshold=DEBUG in this program's configuration file and attempt to recreate the problem.

SS2020 Text: An unexpected exception occurred.

Type: Major

Action: Check system resource availability (CPU and memory). Set Threshold=DEBUG in this program's configuration file and attempt to recreate the problem.

SS2021 Text: Failed to encrypt/decrypt data.

Type: Major


SS2022 Text: Error registering windows class for communicating with the Chat Server. Error(%s).

Type: Major

Action: The Supervisor Workflow feature will be unavailable. Check system resource availability (CPU and memory). See error description for further details.



31-Mar-06 157


SS2023 Text: Error creating window for Chat Server messages. Error(%s).

Type: Major

Action: The Supervisor Workflow feature will be unavailable. Check system resource availability (CPU and memory). See error description for further details.

SS2024 Text: Failed to login to the Chat Server. Ret(%d:%s).

Type: Major

Action: The Enterprise service should attempt to log in when the Chat service comes up. This error could happen if the Chat service goes down right after it comes up. Check if the Chat service is running. See the error description for further details. If the problem persists, set Threshold=DEBUG in this program's configuration file and attempt to recreate the problem.

SS2025 Text: Failed to add user to the Chat Server. Ret(%d:%s).

Type: Major

Action: Enterprise service should attempt to log in when the Chat service comes up. This error could happen if the Chat service goes down right after it comes up. Check if the Chat service running. See error description for further details. If problem persists, set Threshold=DEBUG in this program's configuration file and attempt to recreate the problem.

SS2026 Text: Error getting the List of Supervisor Workflows from LDAP for Supervisor(%d). Error(%d:%s).

Type: Major

Action: Check if LDAP is running. Verify that the Supervisor exists in CDA. See error description for further details.



158 31-Mar-06

SS2027 Text: Error getting the Supervisor Workflow Profile for Supervisor(%s) Error(%d:%s).

Type: Major

Action: Check if LDAP is running. Verify that the Supervisor Workflow exists in Supervisor Workflow Administration. See error description for further details.

SS2028 Text: The CTI Server returned a Failure Confirmation Error Status(%d:%s) for InvokeID(%d).

Type: Major

Action: See the error text for further details. See the CTI service logs for more information.

SS2029 Text: An unexpected exception occured. Error calling method(%s).

Type: Major


SS2030 Text: Error calling PostQueuedCompletionStatus for SkillStatsThread. Error(%s).

Type: Major

Action: Check system resource availability (CPU and memory). See error text for more info on the error.

SS2031 Text: Error calling GetQueuedCompletionStatus for SkillStatsThread. Error(%s).

Type: Major

Action: Check system resource availability (CPU and memory). See error description for further details.



31-Mar-06 159


SS2032 Text: Error calling Supervisor Workflow method (%s).

Type: Major

Action: The specified method returned an error. Check system resource availability (CPU and memory). Set Threshold=DEBUG in this program's configuration file and attempt to recreate the problem.

SS2033 Text: Timed out waiting for thread(%s) to start.

Type: Major

Action: The specified thread failed to respond within expected time. Check system resource availability (CPU and memory). Set Threshold=DEBUG in this program's configuration file and attempt to recreate the problem.

SS2034 Text: Failed to query skill group(%s) invokeid(%d).

Type: Major

Description: The CTI service returned an error in response to the query for the specified skill group.

Action: Verify that the skill group is valid. Set Threshold=DEBUG in this program's configuration file and attempt to recreate the problem.

SS2035 Text: Failed to perform LDAP operation(%s) LDAP Error(%s).

Type: Major

Description: The Service was not able to update data in LDAP.

Action: The service will retry this operation until it succeeds. See text in error for more details. If error persists, check if LDAP is running.



160 31-Mar-06

SS2036 Text: Failed to create monitor for the CTI server.

Type: Major

Description: The service was not able to create a monitor for the CTI server.

Action: Check system resource availability (CPU and memory). Look for error messages prior to this error for specific details. Set Threshold=DEBUG in this program’s configuration file and attempt to recreate the problem.

SS2037 Text: Failed to initialize Enterprise Server client.

Type: Major

Action: Check system resource availability (CPU and memory). Look for error messages prior to this error for specific details. Set Threshold=DEBUG in this program's configuration file and attempt to recreate the problem.

SS2038 Text: Failed to setting Enterprise Server process pid(%d) to HIGH_PRIORITY_CLASS.

Type: Major


SS2039 Text: CTI Server information not provided in ldap. Retry.

Type: Major

Action: CTI Server has not been configured in LDAP. Verify that the LDAP Server is running. Verify that the CTI Server information has been configured.

SS2040 Text: CreateEvent failed.

Type: Major




31-Mar-06 161


SS2041 Text: An unexpected exception occured in Supervisor Workflow. Error(%s).

Type: Major

Action: Check if LDAP is running. See error description for further details.

SS2042 Text: Failed to get the jvm.dll path. Java may not be installed on this box.

Type: Major

Action: Verify that Java Runtime Environment had been loaded on this computer.

SS2043 Text: Failed to load the jvm.dll.

Type: Major

Action: Check system resource availability (CPU and memory). Verify that Java Runtime Environment had been loaded on this computer

SS2044 Text: The jvm.dll is not valid. Unable to find the JVM create function.

Type: Major

Action: Verify that the correct version of the Java Runtime Environment had been loaded on this computer. See installation docs for version compatibility.

SS2045 Text: Could not find the service start class: (%s).

Type: Major

Description: This error occurs if there are incompatible files installed.

Action: CAD may not be completely installed, or there were errors during CAD installation. Set Threshold=DEBUG in this program’s configuration file and attempt to recreate the problem. Contact technical support if the problem persists.



162 31-Mar-06

SS2046 Text: Could not initialize the Java Virtual Machine.

Type: Major

Action: Check system resource availability (CPU and memory). Verify that Java Runtime Environment had been loaded on this computer

SS2046 Text: Could not initialize the Java Virtual Machine.

Type: Major

Action: Check system resource availability (CPU and memory). Verify that Java Runtime Environment had been loaded on this computer.

SS2047 Text: Could not map the method (%s).

Type: Major



SS2048 Text: Could not create the (%s) object.

Type: Major





31-Mar-06 163


SS2049 Text: Could not create the (%s) object reference.

Type: Major



SS3000 Text: Could not detach thread (%s).

Type: Minor

Description:


SS3000 Text: Could not detach thread (%s).

Type: Minor


SWFA1000 Text: Unknown Exception.

Type: Fatal


SWFA1001 Text: Exception. Description= <%s>

Type: Fata;


SWFA2000 Text: Ldap Initialization failed.

Type: Major

Action: Check that the LDAP service is running. Check the Site Setup registry values.



164 31-Mar-06

SWFA2001 Text: Ldap connection failed. Description= <%s>

Type: Major


SWFA2002 Text: LdapClient API <%s> failed. Description= <%s>.

Type: Major


SWFA2003 Text: SPLK XML Parser failed to parse SWF <%s>.

Type: Major

SWFA2004 Text: Unknown Exception...

Type: Major


SWFA2005 Text: Exception. Description= <%s>.

Type: Major


SWFA2006 Text: Enterprise Server Client API <%s> failed. Description= <%s>.

Type: Major


SWFA2007 Text: Enterprise Server is not active.

Type: Major


SWFA2008 Text: SWF <%s> might be corrupted.

Type: Major

SWFA2009 Text: SPLK XML Parser failed encode SWF <%s> to XML.

Type: Major



31-Mar-06 165


SWFA3000 Text: Another instance of SWFAdmin is already running.

Type: Minor

Action: None.

TSSP2000 Text: CORBA::TRANSIENT is raised minor:<%d>, completion_status:<%d>, retries<%d>.

Type: Minor

TSSP3000 Text: Error = <%s>.

Type: Major

TSSP3001 Text: Unexpected error reported.

Type: Major

TSSP3002 Text: ould not set the default LCC in LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3003 Text: Failed getting Switch/CTI. ErrMsg = <%s>.

Type: Major

TSSP3004 Text: Create EAdminEData COM Interface failed. Error = <%d>.

Type: Major

TSSP3005 Text: Create EAdminVoip COM Interface failed. Error = <%d>.

Type: Major

TSSP3006 Text: Could not read product offering from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3007 Text: Could not read desktop monitor enable flag from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3008 Text: Could not ger get server IOR for Sync Server.

Type: Major



166 31-Mar-06

TSSP3009 Text: Corba Error. CORBA::is_nil(vDAS).

Type: Major

TSSP3010 Text: Corba GetMACList error. Error code = <%d>.

Type: Major

TSSP3011 Text: Corba GetMACList() returned error message <%s>.

Type: Major

TSSP3012 Text: Could not read VOIP monitor device profile from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3013 Text: Corba exception: message = <%s>.

Type: Major

TSSP3014 Text: Could not read server list from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3015 Text: Could not delete server profile from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3016 Text: Could not save DMVoIP Monitor.

Type: Major

TSSP3017 Text: Could not read VoIPMonitor device profile list from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3018 Text: Could not delete VoIP Monitor device profile from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3019 Text: Could not add VoIP monitor device profile to LDAP. Error code = <%d>, <%s>.

Type: Major



31-Mar-06 167


TSSP3020 Text: Could not read VoIP Monitor device profile from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3021 Text: Could not update VoIP Monitor device profile on LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3022 Text: Could not add VoIP monitor device profile to LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3023 Text: Could not read key value for default VoIP monitor server from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3024 Text: Could not set key value default VoIP server in LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3025 Text: Could not read server type profile from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3026 Text: Could not read server profile from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3027 Text: Could not read key value for Blended Agent Setup in LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3028 Text: Could not read the key value for CTI Type from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3029 Text: Could not save default LCC to LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3030 Text: Enterprise server connection auto-recovery failed with <%d>.

Type: Major



168 31-Mar-06

TSSP3031 Text: LDAP Server connection auto-recovery failed. Error code = <%d>, <%s>.

Type: Major

TSSP3032 Text: Fail to connect to LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3033 Text: Create Instance failed with error <%d>.

Type: Major

TSSP3034 Text: COM Interface node Set Server Id failed with error <%d>.

Type: Major

TSSP3035 Text: Query COM interface failed with error <%d>.

Type: Major

TSSP3036 Text: Couldn't save the document workspace. Error = <%d>.

Type: Major

TSSP3037 Text: LDAP ResetLog failed. Error = <%d>.

Type: Major

TSSP3038 Text: StringFromCLSID failed. Error = <%d>.

Type: Major

TSSP3039 Text: SetCLSID failed. Error = <%d>.

Type: Major

TSSP3040 Text: Error saving Monitor Server.

Type: Major

TSSP3041 Text: Error getting all VoIP Monitor Server list.

Type: Major

TSSP3042 Text: IPPA notification to reload failed. Error code = <%d>, <%s>

Type: Major



31-Mar-06 169


TSSP3043 Text: Could delete server profile from LDAP. Error code = <%d>, <%s>.

Type: Major

TSSP3044 Text: Error getting all Recording Server list.

Type: Major

TSSP3045 Text: Error getting all VoIP Monitor Server list.

Type: Major

TSSP3046 Text: Error LRM_Api all unregisterCorbaServer. Error code = <%d>.

Type: Major

TSSP3047 Text: Error unregister Voip Server

Type: Major

TSSP3048 Text: Error unregister Recording/Playback Server

Type: Major



170 31-Mar-06

31-Mar-06

Troubleshooting

Services

Restarting Services

If you have to stop the services, you can restart them in any order.

Service Names/Executables

If you need to check if a service is running, use the following table to match what is shown in the Services window (accessed through the Windows Control Panel) with a particular executable.

Table 20. Service names and executables

Service Name Executable Service Name

Cisco Desktop Call Chat Server

FCCServer.exe Chat Service

Cisco Desktop Enterprise Server

CTI Storage Server.exe

Enterprise Service

Cisco Desktop IPPA Server

IPPASvr.exe IP Phone Agent Service

Cisco Desktop LDAP Monitor

LDAPmonSvr.exeslapd.exeslurpd.exe

LDAP Monitor service Directory ServicesLDAP Replication service

Cisco Desktop LRM Server

LRMServer.exe LRM Service

Cisco Desktop RASCAL Server

FCRasSvr.exe Recording & Statistics Service

171


Cisco Desktop Recording & Playback Server

RPServer.exe Recording & Playback Service

Cisco Desktop Sync Server

DirAccessSynSvr.exe Sync Service

Cisco Desktop VoIP Monitor Server

FCVoIPMonSvr.exe Voice-Over IP Monitor Service

Table 20. Service names and executables — Continued

Service Name Executable Service Name

172 31-Mar-06

Recovering the Directory Services Database


Directory Services Database Becomes Corrupted

If the Directory Services database becomes corrupted, follow these steps.

To recover the Directory Services database (Method 1):

1. On the PC hosting the database, stop the Cisco LDAP Monitor service.

2. Open a command window.

3. Change directories to …Cisco\Desktop\bin (the drive and exact location of this directory depends on where the services were installed).

4. In the …Cisco\Desktop\bin directory, type the command:

db_recover -h ../database -v

and press Enter.

5. Type exit and press Enter to close the DOS window.

6. Restart the Cisco LDAP Monitor service.

If this procedure does not work, follow these steps.

To recover the Directory Services database (Method 2):

1. On the PC hosting the database, stop the Cisco LDAP Monitor service.




slapcat -f slapd.conf -l backup.ldif -c

and press Enter.

5. Rename the existing folder …Cisco\Desktop\database to …Cisco\Desktop\old_database.

6. Create a new folder called …Cisco\Desktop\database.

7. Copy DB_CONFIG and all files with a .dat extension from the old_database folder to the database folder.

8. In the database folder, create an empty file called rep.log.


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slapadd -f slapd.conf -l backup.ldif -c

and press Enter.


13. Restart the Cisco LDAP Monitor service.

Primary and Secondary Directory Services Databases are Out of Sync

The secondary Directory Services database can become out of sync with the primary Directory Services database. A possible reason for this to occur is that the secondary database was reinstalled.

Follow these steps to sync up the two databases:

1. On the PC hosting the primary database, stop the Cisco Desktop LDAP Monitor.

2. Remove all contents from the files repl.log and repl.log.lock from the …\Cisco\Desktop\ directory.

3. Delete all files in the …\Cisco\Desktop\run\logs\replica directory.

4. Open a command window on the primary database computer.

5. Change directories to …Cisco\Desktop\bin (the drive and exact location of this folder depends on where the service was installed).


slapcat -f slapd.conf -l backup.ldif -c

and press Enter.

A file called backup.ldif is generated.

7. Copy the backup.ldif file to the computer on which the secondary LDAP service is installed, into the …Cisco\Desktop\bin folder.

8. On the PC hosting the secondary database, stop the Cisco Desktop LDAP Monitor.

9. Rename the existing folder …Cisco\Desktop\database to …Cisco\Desktop\old_database.

10. Create a new folder called …Cisco\Desktop\database.

11. Copy DB_CONFIG and all files with a *.dat extension from the old_database folder to the database folder.

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12. In the database folder, create an empty file called rep.log.

13. Open a command window on the secondary database computer.

14. Change directories to …Cisco\Desktop\bin (the drive and exact location of this folder depends on where the service was installed).


slapadd -f slapd.conf -l backup.ldif -c

and press Enter.


17. Restart the Cisco Desktop LDAP Monitor on the secondary computer.

18. Restart the Cisco Desktop LDAP Monitor on the primary computer.

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Directory Services Replication

If you have configured your system with Directory Services replication, and one of the Directory Services servers is shut down for an extended period (two days or more) then it can cause the remaining Directory Services server to experience high resource usage (memory and disk space). The longer the Directory Services server is down, the higher the resource usage on the remaining server.

In this situation, replication should be shut down on the operational server to prevent the high resource usage.

To shut down Directory Services replication:

1. Open a command window and at the prompt, type

cd C:\Program Files\Cisco\Desktop\bin

to change folders to the bin directory.

2. At the prompt, type

LDAPUtil /C <IP address>

where <IP address> is the IP address of this server.

Directory Services replication is shut down.

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Agent Desktop Problems


Problem The agent logs into Agent Desktop and can receive direct calls and change agent state, but cannot receive ACD calls.

Solution The agent’s extension is configured in CallManager, but is not in the ICM Device Target list. Configure the extension’s device target and label for full functionality.

Problem The agent receives an ACD call, but the route point did not show up in the call history.

Solution ICM Configuration Manager must be configured to enable route points to appear in call history.

In ICM Configuration Manager, select Tools > List Tools > Dialed Number/Script Selector List, and on the Dialed Numbers tab, check the Permit application routing check box.

Problem The agent cannot log back into Agent Desktop after failover. The agent’s PC is connected to the agent’s IP phone, which is connected to the LAN. The PC and the phone are on the same subnet.

Solution Due to this specific configuration, Agent Desktop is missing queryagentstateconf and agentstateevent after failover. An attempt to log back into Agent Desktop by clicking the Login button will fail. The agent must restart Agent Desktop and then log in.

Problem The agent receives the error message, “Request Operation Failed.” However, the agent has made no call control requests.

Solution This message is displayed when a supervisor is attempting to barge in or intercept an agent’s call, and the attempt fails. The barge-in or intercept action is actually made on the agent’s desktop, and so the agent receives the resulting error message.

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The agent can ignore the error message, close the message dialog box, and continue as before.

Problem The CPU usage on the agent’s PC has gone to 99%, and the PC has locked up.

Solution This can happen when you disable the sniffing adapter through the Windows Network and Dialup Connections window while Agent Desktop is running and is being monitored and/or recorded by the supervisor or recorded by the agent, using Desktop MOnitoring. Re-enabling the sniffer adapter while Agent Desktop is running will not solve the problem. You must stop Agent Desktop, re-enable the sniffer adapter, and then restart Agent Desktop to restore normal functionality.

Problem An agent using Windows XP was able to start CAD, but was not able to enter an active state.

Solution Windows XP may be configured so that the Internet Connection Firewall (ICF) is active. ICF acts by keeping track of all traffic to and from the computer; it will only allow information through that has originated from that particular computer. If a message originates from outside the computer, it will be discarded.

To solve this problem, either turn off ICF (requires someone with administrator rights to the computer) or override the defaults to include known “good” connections like the CAD servers.

Problem Agents can’t log in to Agent Desktop.

Solution During ICM installation, an “Agent Login Required for Client Events” check box is displayed. By default this check box is unchecked. It must remain unchecked for agents to be able to log in. If the check box was checked during ICM installation, you must reinstall ICM and make sure the check box remains unchecked.

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Problem Every time the agent hangs up the telephone, Agent Desktop disappears.

Solution In Normal mode, Agent Desktop automatically minimizes when there are no active calls. Set up this behavior in Desktop Administrator. To prevent the Agent Desktop window from minimizing, click the Preferences button on the toolbar and select Always Open or Always on Top.

Problem The administrator has made changes in Desktop Administrator, but they are not showing up in Agent Desktop.

Solution Agent Desktop must be restarted in order for the changes to take effect.

Problem The agent has changed Agent Desktop’s window behavior (from the File menu), but when Agent Desktop is restarted, the setting has not been saved.

Solution Changes made to local settings via Agent Desktop are only temporary overrides of the global settings. Permanent changes must be made via Desktop Administrator.

Problem Sometimes during a conference call, a conference member shows up as <Unavailable>.

Solution <Unavailable> represents a party outside the switch. The switch sends the trunk number of the external party to the desktop, where it has no meaning. Agent Desktop replaces the trunk number with <Unavailable>.

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Problem The agent sent the supervisor an emergency chat message but the supervisor never received it.

Solution Supervisors receive emergency chat messages only if they are monitoring the team to which the agent who sent the message belongs.

Problem While running Agent Desktop, the error message, “Macro file failed to open,” keeps appearing.

Solution Turn off any virus scanning applications on the desktop. Virus scanning applications attempt to intercept calls to open a file to do their own processing first. This may cause the file to be opened in such a way that restricts other applications from opening the file.

Problem The agent can’t view any skills statistics in Agent Desktop.

Solution If an agent is not assigned to a skill group, no skills statistics are available.

Problem When the agent starts Agent Desktop, a call appearance is displayed showing that the agent is on a call, even though there is no active call on the agent’s phone.

Solution On startup, Agent Desktop asks the CTI server for a snapshot of any existing phone calls to display to the user. Occasionally the CTI server returns invalid data. To dismiss the invalid data, click the Drop button on the toolbar. If the call appearance persists, the agent may have to close Agent Desktop, pick up the phone receiver to get a dial tone, hang up, and then restart Agent Desktop.

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Problem Sometimes after placing a call on hold, the agent is unable to retrieve the call. Once the call is hung up, the agent state still reflects On Hold. Exiting and restarting Agent Desktop doesn’t help.

Solution A task in CallManager administration is associating devices with JTAPI users. The peripheral gateway JTAPI user should be associated with agent telephones. The IP IVR JTAPI user should be associated with the CTI ports corresponding to the virtual ports on the IP IVR.

Each of these device categories is distinct. A device cannot belong to more than one category. Failure to assign a device to exactly one category can cause problems.

Problem Sometimes while talking on a call, the agent is unable to change the agent state to Not Ready. As a result the agent keeps receiving calls from the ACD, even after closing the application.

Solution A task in CallManager administration is associating devices with JTAPI users. The peripheral gateway JTAPI user should be associated with agent telephones. The IP IVR JTAPI user should be associated with the CTI ports corresponding to the virtual ports on the IP IVR.

Each of these device categories is distinct. A device cannot belong to more than one category. Failure to assign a device to exactly one category can cause problems.

Problem An agent is on a call and presses the Not Ready button, but when the call ended, the agent is placed in a Work Not Ready state.

Solution If the Work Mode defined in the ICM database is set to Required or Required with Data, transitions to Ready or Not Ready while you are on a call will actually transition to Work Ready or Work Not Ready respectively once the call ends.

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Problem An agent is on a call and presses the Work Ready button, but Agent Desktop keeps displaying the message, “Unable to change agent state.”

Solution If the Work Mode defined in the ICM database is set to Not Allowed, transitions to Work Ready and Work Not Ready will fail.

Problem The agent is logged out unexpectedly.

Solution Possible reasons are:

■ Another agent with the same ID or extension has logged in, causing the first agent to be logged out.

■ A supervisor has logged the agent out.

■ The telephony service has failed.

■ The network has failed.

Problem The agent can make and receive internal calls but gets errors when trying to make an external call.

Solution The dial string properties must be configured properly for outgoing calls. Some switches are set up to automatically dial a 9 to get an outside line, while others require you to dial a 9. The dial string must take into account how the switch is set up.

Problem The agent’s call control action does not work properly.

Solution Try performing the same action manually using the dial pad. Telephone numbers are formatted the same way when used in call control actions as they are when making calls manually. Make sure that the dial string is configured properly for outgoing calls.

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Problem There are four actions assigned to an event, but only the first two run.

Solution When executing a set of actions, execution is halted if any of the actions fail. This is because some actions may depend on previous actions executing correctly. Find out why the third action is failing and correct it.

Problem The only phone book appearing on the dial pad dialog box is the recent call list.

Solution The administrator disabled the phone books.

Problem Global phone books appear but there is no personal phone book.

Solution The administrator disabled personal phone books.

Problem When editing a phone book, the agent can’t add an entry after editing the first name, last name, or notes.

Solution The agent must enter a phone number before the Add button is enabled.

Problem The agent can edit the personal phone book, but not other phone books.

Solution The personal phone book is not shared by other agents. The other phone books are shared, and may be edited only by the administrator.

Problem The agent can’t find the Log Viewer executable.

Solution Log Viewer is part of Agent Desktop, not a separate executable, and can be accessed by choosing the option File—View Logs from the Agent Desktop menu bar.

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Problem When opening the Log Viewer, <N/A> is displayed in the first row.

Solution If there is no data for the selected day, the first row of the log viewer is filled with <N/A>.

Problem The agent changed the viewing options but pressed cancel. Why weren’t the changes to the filters canceled?

Solution There is a cancel button for each of the filter dialog boxes. Once a filter has been accepted, it is saved. The cancel button on the options dialog box only cancels changes made to the columns.

Problem The keystroke macros do not play back correctly on dropped events.

Solution If Agent Desktop is running in normal mode (maximized when a call is received, and minimized when there are no call appearances), keystroke macros may play back to the wrong window. When Agent Desktop minimizes after a call is dropped, it steals focus from the target keystroke macro window. To fix this, place a [Delay]<milliseconds command at the beginning of the keystroke macro. This allows time for Agent Desktop to minimize before playing back the keystroke macro. For example:

[DELAY] 1000[APPLICATION:NOTEPAD=UNTITLED - NOTEPAD]

Problem Macros are not playing back correctly.

Solution When playing keystrokes to a window, Agent Desktop must first find the window. When recording the macro, Agent Desktop saves the window’s title and class name (an internal Windows variable associated with a window). On playback, Agent Desktop searches in this order:

1. Find a window with the saved title and class name.

2. Find a window with the saved class name.

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3. Find a window with the saved title.

If Agent Desktop does not find a window matching one or more of these criteria, it displays an error message.

If there are two windows with the same name and class, Agent Desktop may play back the macro to the incorrect window.

If there are several windows with the same class name, and the title of the target window has changed, Agent Desktop may play back the macro to the incorrect window.

Some compilers/class libraries use the same class name for all windows. If you have developed an in-house application, you may need to change the class name in your application.

Problem A keystroke macro will not play back even though the target application is running.

Solution Agent Desktop uses the application’s class name and title to find the target application. Some applications change title and class name when changing screens. If this happens, Agent Desktop may not be able to locate the target application. Try using just the window title or class name to find the target application.

Example 1: Find both the title (NOTEPAD) and class (UNTITLED - NOTEPAD).

[APPLICATION:NOTEPAD=UNTITLED - NOTEPAD][SHIFT] Det cetera.

Example 2: Find just the class (NOTEPAD):

[APPLICATION:NOTEPAD=][SHIFT] Det cetera.

Example 3: Find just the title (UNTITLED - NOTEPAD):

[APPLICATION:=UNTITLED - NOTEPAD][SHIFT] Det cetera.

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Problem The administrator created a macro and put in some delays. Now the PC appears to lock up while the macro runs.

Solution When a macro runs, the operating system takes over the PC and locks out all user input. This is a characteristic of the operating system. Try to minimize the length of time your macro runs.

Problem A keystroke macro plays the wrong keys to the wrong window.

Solution Make sure macro playback starts from the same place every time it runs. Have the macro start from the same starting window with the cursor in the same starting position as when the macro was recorded.

Problem When a macro is played back, it seems to be missing keystrokes, or the PC locks up.

Solution Due to the wide variety of systems and configurations, macro playback speed can vary. To slow down the rate at which a macro plays back keystrokes, add this section to the fastcalllocal.ini file:

[MacrosMisc]DelayTime=n milliseconds

where n milliseconds is some value in milliseconds to delay between each macro event.

Problem After a macro runs, focus remains on the application to which it played. How can the macro be written to make it change focus to Agent Desktop (or some other application)?

Solution To change focus to Agent Desktop, edit the macro and insert this line at the end:

[APPLICATION:AGENT_DESKTOP=AGENT_DESKTOP]

You can also change focus to an application other than Agent Desktop. To determine the line to insert, create a dummy macro and play a few keystrokes to the application. When you finish recording, cut and paste

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the application’s text identifier from the dummy macro to the macro you wish to edit.

Problem Sometimes when a macro is running, the PC appears to lock up for short periods of time.

Solution A [DELAY] statement in a macro causes the system user-input hook to keep control of the system. The PC runs but rejects all user input until the macro finishes playing. To limit this problem, use the shortest delays possible.

Problem The agent pressed Ctrl-Alt-Del while a macro was running, and now the Agent Desktop window is locked up.

Solution You cannot click Start or press Ctrl-Break, Ctrl-Esc, or Ctrl-Alt-Del when recording a macro. The Windows operating system unhooks the system keyboard hook when Start is pressed.

Problem The agent is participating in a blind conference call, but cannot see all parties on the call.

Solution In CAD, a blind conference is defined as adding an alerting party to a conference. All parties on a blind conference call may not show up in either Supervisor Desktop or Agent Desktop. This is a limitation of the Cisco CTI server software.

Problem The administrator made some changes in Work Flow Setup, and then decided to cancel them. However, they were already saved.

Solution When a new action is created, any changes are automatically saved before returning to the Select Action dialog box.

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Problem The administrator cannot get a rule to work based on an internal extension number.

Solution When Agent Desktop compares the telephone numbers, if the dial string number format includes a leading x, then the telephone numbers in the list must also include a leading x.

Problem An action that launches an external application is not working correctly.

Solution Sometimes the operating system can be confused by spaces in directories and file names. If you have an application such as C:\Program Files\Acme\Search Database.exe /t/x. you may need to add quotes around the directory and executable. For example, the above would be “C:\Program Files\Acme\Search Database.exe” /t/x

Problem When Agent Desktop attempts to launch an external application, the following error message appears: “Error Launching Application…The system cannot find the file specified.”

Solution When creating a launch external application action, you must include the extension of the application you wish to launch. For example, to launch Windows Notepad, C:\Windows\Notepad.exe is correct, while C:\Windows\Notepad is incorrect.

If the path to the executable or an argument contains spaces, it must be enclosed in quotes, for instance, “C:\Program Files\MyFile.doc”.

Problem The administrator configured a task button to send an email message, and changed the hint to Send Email (Ctrl + S). The shortcut keys do not work.

Solution For any task button, you may only change the hint text. You cannot change the shortcut key.

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Problem The DNIS shown in the agent’s Enterprise Data is incorrect for a Cisco Outbound Option call.

Solution The dialer port has not been set up as a monitored device. The administrator must add the dialer port to the list of monitored devices in the Enterprise Configuration dialog box in Cisco Desktop Administrator.

Problem Enterprise Data displays data after a call has been dismissed.

Solution Enterprise Data displays data from the last call until a new call is received. This allows agents to use the enterprise data for after-call work.

Problem When agents start Agent Desktop, they see the following error: “A licensing error has occurred. Please try again in five minutes. If the problem persists, please see your log file or the System Administrator for details”

Conditions: Telnet tests from the agent PC to the LRM service on the CAD server (port 65432) fail. The LRM service is running and agents are able to connect some of the time. Cisco Security Agent (CSA) is installed and running on the CAD server.

CSA log reports the following: “Event: Possible SYN Flood detected. Source addresses include 10.X.X.X. TCP ports, including port 59004, SYN Flood protection has been enabled.”

Cause: CSA is in SYN Flood detection mode. Agent PCs have the firewall enabled and are blocking packets, and CSA thinks the PC is non-responsive.

Solution Short-term solution: Restart CSA on the CAD servers.

Long term solution options include:

■ Option 1: Leave the systems as is. Risk: SYN Flood detection mode might become enabled, which can prevent agents from logging in. If not discovered immediately, the problem can persist until SYN Florrd turns off by itself (approximately 2 hours).

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■ Option 2: Turn off SYN Flood detection mode. Risk: Leaves the server open to SYN Flood.

■ Option 3: Turn off Agent PC firewall. Risk: Could leave agent PCs vulnerable to viruses.

Recommendation: Option 2. SYN Flood is generally not effective against modern networks.

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Desktop Administrator Problems

Desktop Administrator Problems

Problem The administrator cannot create a new work flow group.

Solution The work flow group name is already used for another group, and/or the work flow group name is not a valid Windows directory name.

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Desktop Monitoring Console Problems

Problem The Desktop Monitoring Console displays “…snmp TimeoutError” in the Status field in the right pane’s Summary Status Information.

Solution Make sure that the SNMP Service is installed and correctly configured. See the section “Cisco Desktop Monitoring Console” in the Cisco CAD Installation Guide for more information.

Problem The Desktop Monitoring Console displays “Remote LDAP Status” in the Host field and “Failed to connect to server.host:…” in the Status field in the right pane’s Summary Status Information.

Solution Click the Refresh Server List button on the bottom left of the window. If the error message persists, make sure that the LDAP Monitor service and Directory Services are running without problems.

Problem The Desktop Monitoring Console does not display the correct service list in the left pane.

Solution Click the Refresh Server List button on the bottom left of the window to update the service list.

Problem The Desktop Monitoring Console displays a black screen, the information is hard to read, or the browser window automatically cloese when trying to access the Monitoring Console.

Solution Make sure that your display settings are set for at least 256 colors.

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Supervisor Desktop Problems


Problem The ASA (average speed of answer) statistic is not being updated in the real-time displays in Supervisor Desktop.

Solution The data for this statistics comes from the ICM Admin Workstation HDS database. If any entries on the following windows in the Cisco Agent Desktop Configuration Setup tool were changed, Supervisor Desktop will not be able to retrieve current statistics:

■ ICM Admin Workstation Distributor window

■ ICM Admin Workstation Database window

If these windows were updated, you must stop and restart each Recording & Statistics service in the system in order for the new information to register properly in Directory Services.

Problem A supervisor using Windows XP was able to start Supervisor Desktop, but was not able to load a team or display any agent information.

Solution Windows XP may be configured so that the Internet Connection Firewall (ICF) is active. ICF acts by keeping track of all traffic to and from the computer; it will only allow information through that has originated from that particular computer. If a message originates from outside the computer, it will be discarded.

To solve this problem, either turn off ICF (requires someone with administrator rights to the computer) or override the defaults to include known “good” connections like the CAD servers.

WIndows 2000: In the Control Panel, double-click System. In the System Properties dialog, select the Advanced tab. Click the Environment Variable button and then Add to add OMNIORB_USERHOSTNAME and the IP address to the System Variable list.

Windows 98: Open the autoexec.bat file. Add the command:

SET OMNIORB_USEHOSTNAME=(IP address)

where (IP address) is the IP address you wish to use. Save the autoexec.bat file and reboot the computer.

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Problem When the supervisor clicks on an agent to start monitoring, Supervisor Desktop displays the speaker icon next to the call but there is no sound.

Solution Check these things:

■ Move the volume slider all the way to the right.

■ Verify that the sound card in the PC is working properly.

■ Check to see if another application is using the sound card. Some combinations of operating system, sounds card, and drivers do not support multiple users.

■ Verify that the agent is on a call, and is talking.

■ Verify that the SPAN port on the switch has been configured correctly. IF the monitor service has been moved, or new agent IP phones have been added, then you may need to reconfigure the SPAN port.

■ Check the Windows NT/2000 application log on the Voice-Over IP Monitor service for errors.

Problem The supervisor cannot log into the Voice-Over IP Monitor service, and receives the error “Could not access sound card”.

Solution The Voice-Over IP Monitor service was unable to find or access the system sound card. Make sure the sound card is working properly:

■ Click Settings > Control Panel > Sounds and try to play a sound .wav.

■ Click Settings > Control Panel > Multimedia > Audio > Playback > Preferred Device to make sure the correct device is selected.

Problem The sound quality is poor, and sounds choppy like a motorboat.

Solution Try this:

■ Adjust the Sound Buffers registry entry. Set it higher; and if that doesn’t work set it down to 3 and work your way up.

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■ Adjust the Jitter Buffer registry entry. It should be at least 400; try setting it higher. If that doesn’t work you may have to use a different sound card.

Problem The sound is lagged. There is a noticeable delay between when the agent speaks and when I hear the sound on the PC sound card.

Solution A little lag time is normal. Since the voice is being sent in discrete packets across the network, which may have some delay variance. The software buffers up a few seconds before playback. Try adjusting the Jitter Buffer registry entry. You may be able to set it as low as 50 ms, however, if the network gets congested this may cause the monitor to sound choppy.

Problem The supervisor scrolled the Data View (or Message View) pane sideways to view more information, and the toolbar icons disabled.

Solution Click anywhere in the Team View pane to enable the toolbar again.

Problem The supervisor clicked the Record button to record an agent conversation and nothing happened.

Solution There is no visible message displayed if a recording fails. If nothing happens, assume that the request failed. You will know that a recording succeeds if the icon next to the agent’s conversation in the Team View pane changes to the recording icon.

Problem The supervisor tried to change an agent’s state and nothing happened.

Solution There is no visible message displayed if an agent state change request fails. If nothing happens, assume that the request failed. You will know that an agent state change succeeds if the icon next to the agent’s name in the Team View pane changes to the current agent state icon.

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Problem Supervisor Desktop is no longer displaying any skills statistics.

Solution The supervisor is also an agent logged into the ACD. If the supervisor is inactive (in the Not Ready state) long enough he or she is logged out of the ACD (the length of Not Ready time before logout is set up in the Agent Desk Settings in ICM.)

The supervisor should log back in to see skills statistics again. A workaround to the logout situation is to create a skill group that has only supervisors in it and that does not receive ACD calls. The supervisors can then place themselves in the Ready state and remain logged in as long as necessary.

Problem Supervisor Desktop does not display skills statistics, and Agent Desktop does not display any enterprise data.

Solution The host name or IP address of the ICM CTI Server must be entered identically in ICM and in CAD Configuration Setup. If a host name is entered in ICM, a host name must be entered in Configuration Setup. If a host name is used in one place and an IP address in the other, then enterprise data and skills statistics are not communicated to CAD.

To correct the problem, find out how the CTI Server is entered in ICM and change how the CTI Server is entered in Configuration Setup.

Problem The supervisor clicks a recording, but it does not play.

Solution Check the following:






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Problem After completing a conference call, Chat and Supervisor Desktop show an extra party on the call.

Solution Occasionally, each agent receives different data from the CTI server. For example, a customer (555-5555) calls Agent A. The CTI server reports 555-5555 as the calling number to Agent A. Agent A then conferences in Agent B. However, in this case the CTI server reports <Unavailable> as the customer number to Agent B. When the time comes to merge the data from the two agents (Agent A, Agent B, customer number, and <Unavailable>. an extra party is added because the customer number and <Unavailable> cannot be distinguished.

Problem If the supervisor’s hook state changes during Chat service failure and recovery, the Barge-In and Intercept buttons get out of sync in Supervisor Desktop.

Solution Once the supervisor takes another call after the Chat service recovers, the Barge-In and Intercept buttons will display correctly. The problem can also be corrected by restarting Desktop Supervisor.

Problem Supervisors are getting randomly logged out of the Chat service.

Solution If a supervisor attempts to log into the Chat service with the same ID as another supervisor, the Chat service logs the first supervisor out. To avoid this problem, make sure that each supervisor has a unique ID. The ID is the extension stored in Phonedev.ini (located in the config folder). Phonedev.ini is populated with the extension field from the Login dialog box when Agent Desktop is started.

Problem The supervisor starts recording an agent’s conversation, but after a short time the recording stops by itself.

Solution Check to make sure that no other supervisors are currently viewing the same team of agents. Any supervisor using Supervisor Desktop can see all conversations being recorded, and can stop a recording of an agent conversation even if that supervisor did not initiate the recording.

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Problem The supervisor is viewing a blind conference call, but cannot see all parties on the call.

Solution In CAD, a blind conference is defined as adding an alerting party to a conference. All parties on a blind conference call may not show up in either Supervisor Desktop or Agent Desktop. This is a limitation of the Cisco CTI server software.

Problem When the supervisor clicks on an agent to start monitoring, Supervisor Desktop displays the speaker icon next to the call but there is no sound.

Solution Check these things:



■ Check to see if another application is using the sound card. Some combinations of operating system, sound card, and drivers do not support multiple users.

■ Verify that the agent is on a call, and is talking.

If using SPAN port (server-based) monitoring:

■ Verify that the SPAN port on the switch has been configured correctly. If the monitor service has been moved, or new agent IP phones have been added, then you may need to reconfigure the SPAN port.


If using desktop (agent-based) monitoring:

■ Verify that the PC is connected to the phone in the 10/100 SW port.

■ Verify that the agent’s PC is connected to the same IP phone that the agent is logged into.

■ Verify that the agent’s PC uses a NIC card that is fully NDIS-compliant (for a procedure to test if a NIC card is NDIS-compliant, see www.cisco.com/en/US/customer/products/sw/custcosw/ps427/prod_tech_notes_list.html).

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■ Desktop monitoring does not function with some NIC cards. The Intel PRO/100 and PRO/1000 NIC card series are unable to detect both voice packets and data packets in a multiple VLAN environment, which prevents desktop monitoring from functioning properly. These NIC cards do not fully support NDIS Promiscuous Mode settings.

A workaround solution is available from the Intel Technical Support website (Solution ID: CS-005897). Other solutions include:

■ Using another type of NIC card that is fully NDIS-compliant.

■ Monitoring agents via a VoIP Monitor service.

Problem The supervisor clicks a recording in Supervisor Log Viewer, but it does not play.







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CAD Service Problems

Problem How can I tell if a CAD service is running?

Solution To view the status of all the services in the CAD system, access the Cisco Desktop Monitoring Console either through Cisco Desktop Administrator (hyperlinked under the IPCC Configuration node) or directly from this URL in your browser:

http://<CAD services IP address>:8088/smc/monitor.jsp

Problem How can I check if the CTI ICM service is running?

Solution On the ICM computer, check if the status of all processes in the ICM Server Control are running.

Problem When the user attempts to start Enterprise Service, the following error displays:

“Could not start the Cisco Enterprise Service on \\Computer

Error 2140: An internal Windows NT error occurred.”

Solution Look at the Windows NT event log to see why the Service failed to start.

1. Click Start > Programs > Administrative Tools > Event Viewer.

2. On the Log menu, click Application.

3. Select a message that displays Enterprise Server as the source. This should provide more information on the cause of the failure.

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Problem No screen pops appear when the user makes calls to and from devices.

Solution Try the following:

■ Check to see if CTI Server is running.

■ Check to see if an agent is logged in to the device.

■ Check if the device is configured on ICM.

Problem Incomplete or no enterprise data is displayed when an agent received a call.

Solution Set the debug threshold to DEBUG. Stop and restart Agent Desktop. Repeat the call scenario, and then check ssctihandler.dbg for warnings about non-monitored devices. Search for “monitoring” in the debug file.

Problem Enterprise data does not pop on the IP phone when the phone rings or when it is answered.

Solution Verify that:

■ the phone is associated with the IPPA authentication user in CallManager.

■ the authentication URL set up in CallManager uses an IP address instead of a hostname.

■ the agent is logged into the phone.

■ if the agent logs into Cisco Agent Desktop using the same phone and user ID, enterprise data does pops correctly.

■ the IPPA authentication user login ID and password specified in CAD Configuration Setup exists in CallManager.

■ the enterprise data field labels do not contain the following symbols:

< > . . . . . . left and right angle brackets

& . . . . . . . . ampersand

‘ . . . . . . . . . apostrophe

“ . . . . . . . . . double quote

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(space) . . . spacebar

These symbols prevent enterprise data from being displayed on the IP phone.

■ Log the agent out, unplug the phone, and then plug it back in. This ensures there is a hard reset. This might be necessary if the phone previously pointed to a different CallManager.

Problem The Recording & Statistics service is returning an error when retrieving the Global ID or it is returning zero (0).


■ Verify that the FCRasSvr database has been created in the SQL server. This will require the SQL server tool Enterprise Manager. Or, you can try creating an ODBC connection to the SQL server and try to select FCRasSvr as the database. It will not appear in the list if it does not exist.

■ Make sure that the server is connected to the database by checking the log file …\log\FCRasSvr.log for the error string FCRVS306.

If the database does not exist, run CAD Configuration Setup from Desktop Administrator. Using this tool, create the database. See the Installation Guide or the Cisco Desktop Administrator User’s Guide for information on using CAD Configuration Setup.

Problem When trying to view agent state or call logs, no data is presented.

Solution The agent may not have received a call, or logged in for that particular day. The agent’s or supervisor’s PC’s clock may not be in the correct time zone.

NOTE: All state and call times are based on server time.

Problem The Recording & Playback service is not recording the audio file.


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■ Make sure that a SPAN port has been created on the switch for the PC’s network port where the VoIP monitor service is connected.

■ Make sure that the Recording & Playback service has permission to write to the AudioFiles directory.

■ If the audio files are saved on a drive using the FAT32 file system, there is a limitation of 21,844 objects in the folder. If the folder has reached this limit, delete unused audio files, or convert the drive to the NTSF file system.

To check the user of the service, open the Control Panel. Double-click Administrative Tools and then Services.

Search for the service named Cisco Desktop Recording & Playback Server and click the Startup button. Account should be selected and a domain account given along with the password.

Problem The CPU usage on the VoIP Monitor service PC has gone to 99%, and the PC has locked up.

Solution This can happen when you disable the sniffing adapter through the Windows Network and Dialup Connections window while the VoIP Monitor service is running. Re-enabling the sniffer adapter while the VoIP Monitor service is running will not solve the problem. You must stop the VoIP Monitor service, re-enable the sniffer adapter, and then restart the VoIP Monitor service to restore normal functionality.

Problem The message, “At least one or more errors occurred during synchronization” appeared when the administrator performed synchronization in Desktop Administrator.

Solution Check the Sync service log file.

If the logged error points to ICM database ODBC connection failure, then make sure that:

the user account that the Sync service is running has privileges to open a Name Pipe connection/

the manual connection through the Sync service DSN works.

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If the logged error was “…could not prepare SQL statement” then make sure that the ICM peripheral ID key that is under LCC\Application Data\Site Setup in LDAP has a value.

If the logged error points to LDAP connection failure, then make sure that the LDAP service is running and that the LDAP_HOSTA registry setting in HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\Site Setup has the correct value.

Problem How can I tell if the Tomcat webserver is installed correctly?

Solution Perform the following tests:

■ On the PC where the IP Phone Agent service is installed, check Services in the Control Panel to see if the Tomcat service and the IP Phone Agent service are running.

■ Verify you can see Tomcat’s html index page. In your web browser, enter the URL http://IP address of the machine where Tomcat is installed:8088/.

■ Attempt to display the following page in your web browser without an error: http://IP address of the machine where Tomcat is installed:8088/ipphone/jsp/sciphonexml/IPAgentInitial.jsp

If these tests fail, check the following:

■ JRE is installed on your PC.

■ Ensure these two entries are set in the …\IP Phone Agent\Tomcat\conf\wrapper.properties file:

wrapper.tomcat_home=…\IPPhon~1\Tomcat

wrapper.java_home=…\JavaSoft\JRE\1.3 or 1.3.1

NOTE: DOS may truncate any long file names to conform to the 8.3 filename format. These entries must use the short DOS file names your machine has created for the file.

■ The file that maps URLs with JSP pages to the correct java servlets, web.xml, must be in the …\Tomcat\webapps\ipphone\web-inf directory.

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■ This entry must be set in the registry: HKEY_LOCAL_MACHINE\SOFTWARE\Spanlink\CAD\IPPA\Config\TOMCAT HOME = C:\Program Files\Cisco\Desktop\Tomcat\

Problem The status bar in Agent Desktop displays “Partial Service” and the Status popup window shows that the following two functionalities are inactive:

■ Call and Agent State Log Viewing

■ Agent Statistics Viewing

Solution The name of the computer where the Recording & Statistics MSDE database has been changed. See Microsoft Knowledge Base Article ID 302223 for information on solving this problem.

Problem When monitoring an agent’s customer contact, nothing can be heard, and after 15 seconds, an error message is received that no packets are being received. Attempting to record an agent’s customer contact results in an empty recording. The agent’s desktop is monitored using desktop monitoring.

Solution The following device settings are required for desktop monitoring to function correctly with CAD. The settings are configured with the Cisco Unified CallManager Administration application.

NOTE: Not all devices or CallManager versions use all these settings. Configure those that do appear for your device and CallManager version.

In the Product Specific Configuration section of the Device Configuration screen, configure these settings as follows:

■ PC Port—Enabled. If the PC Port is not enabled, the agent PC that is connected to the port will not have network access. No voice streams will be seen by the desktop monitor module.

■ PC Voice VLAN Access—Enabled. If the PC Voice VLAN Access is not enabled, no voice streams will be seen by the desktop if the desktop is not a member of the same VLAN as the phone.

■ Span to PC Port—Enabled. If the Span to PC Port is not enabled, the voice streams seen by the phone will not be seen by the desktop monitor module.

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In the Device Information section of the Device Configuration screen, configure this setting as follows:

■ Device Security Mode—Non-Secure or Authenticated. If the Device Security Mode is set to Encrypted, the voice streams can be seen but will not be converted correctly, causing the speech to be garbled.

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