Cisco Unified Intelligent Contact Management Enterprise

Document ID: 20466

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Additional Information
Checklist
Escalate
      Attach Files to an E-mail to Cisco Technical Support
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Related Information

Introduction

This document provides a checklist that you can use to troubleshoot issues in a Cisco Intelligent Contact Management (ICM) environment.

Use this checklist for any of these reasons:

1. Your Admin Workstation (AW) applications are sluggish or react slowly.

2. You are unable to open or use Cisco ICM processes on the AW (for example, Script Editor, Configuration Manager Tool, and Lock Administration).

3. You are unable to edit Scripts.

4. You are unable to view real time reports.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco ICM

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM version 4.6.1 and earlier

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Additional Information

If your problem is not solved after you complete this checklist, complete the Escalate section at the end of this document, and send the information to the Cisco Technical Assistance Center (TAC).

Checklist

1. What version of Cisco ICM do you use?

2. What is the current Hot Fix or Service Release that you have applied?

3. What AW Node is in question?

4. Does the AW react slowly?

5. Is there a recent Dr. Watson log?

   c:\winnt\drwtsn32.log

   Yes

   No

6. If yes, when was the Dr. Watson file written?

   findstr /i when drwtsn32.log

   Refer to How to Use the findstr Command for more information.

7. If there is a recent drwtsn32.log file, which application or process wrote to the drwtsn32.log?

   findstr /i app drwtsn32.log

   Refer to How to Use the findstr Command for more information.

8. Have you installed the latest Microsoft Windows NT Service Packs?

   Yes

   No

9. Is the local hard drive near capacity on the AW?

   Yes

   No

10. Does the problem occur when you open Script Editor?

    Yes

    No

11. Is an error message reported?

    Yes

    No

    If yes, what is the error message?

12. Does a re-boot of the PC fix the problem?

    Yes

    No

    Refer to Shutting Down and Rebooting a Cisco ICM Remote System for more information.

13. Is the IP address for the Primary Real Time Distributor (RTD) available in the host file?

    Yes

    No

14. Is there a reliable network connection to the Primary RTD?

    In order to check this, issue the tracert command. From a command window or Telnet session:

    tracert geocustAW# (AW host name or ip address)

    Yes

    No

    Refer to Using the Trace Route Utility for more information.

15. Do Cisco ICM Services run on the Primary RTD?

    Yes

    No

    Refer to How to Use the net Command for more information.

16. Does a re-boot of the Primary RTD fix the problem?

    Yes

    No

    Refer to Shutting Down and Rebooting a Cisco ICM Remote System for more information.

17. Are there any SQL errors on the Primary RTD?

    c:\mssql\log\errorlog

    In order to view the error log, use the type command.

    Yes

    No

18. If there are SQL errors, what is the exact text of the error messages in the log?

19. Is there a secondary distributor for the AW?

    Yes

    No

20. Is the IP address for the Secondary RTD in the host file?

    Yes

    No

21. Is there a reliable network connection to the Secondary Real Time Distributor?

    In order to check this, use the tracert command. From a command window or in a Telnet session:

    tracert geocustaw# (AW host name or ip address)

    Yes

    No

    Refer to Using the Trace Route Utility for more information.

22. Do the Cisco ICM Services run on the Secondary RTD?

    Yes

    No

    Refer to How to Use the net Command for more information.

23. Does a re-boot of the Secondary RTD fix the problem?

    Yes

    No

    Refer to Shutting Down and Rebooting a Cisco ICM Remote System for more information.

24. Are there any SQL errors on the Secondary RTD?

    c:\mssql\log\errorlog

    To view the error log, use the type command.

    Yes

    No

25. If there are SQL errors, what is the exact text of the error messages in the log?

26. Does the problem occur when you open the Configuration Manager Tool?

    Yes

    No

27. Is an error message reported?

    Yes

    No

28. If yes, what is the error message?

29. Does the problem occur on another Client AW?

    Yes

    No

30. Does the problem occur on the RTD?

    Yes

    No

Escalate

If the problem still persists after you complete the checklist, you can open a service request through the TAC Service Request Tool ( registered customers only) .

Please provide this information:

1. A detailed description of the problem.

2. The Drwtsn32.log, if applicable.

3. The SQL log file, if applicable.

If the problem seems to be related to either the Primary RTD or the Secondary RTD, provide these log files with log entries of approximately 30 minutes before the problem occurred:

• RPL—dumplog rpl /bt xx:xx /of HDS#rpl

• LGR—dumplog lgr /bt xx:xx /of HDS#lgr

• RCV—dumplog rcv /bt xx:xx /of LGR#rcv

• NM—dumplog nm /bt xx:xx /of HDS#nm /nobin

  Note: xx:xx represents the start time of logging.

  Note: # represents the HDS node (for example, HDS5).

  Refer to Using the Dumplog Utility for more information.

If the problem seems to be related to the client AW only, provide these log files with log entries of approximately 30 minutes before the problem occurred.

• EDT—dumplog edt /bt xx:xx of AW#

  Note: xx:xx represents the start time of logging.

  Note: # represents the HDS node (for example, HDS5).

  Refer to Using the Dumplog Utility for more information.

Attach Files to an E-mail to Cisco Technical Support

1. Click attach@cisco.com.

2. Type the Service Request number in the Subject line.

3. Attach files, and send e-mail.

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Related Information

• Using the Trace Route Utility
• Using the Dumplog Utility
• Technical Support & Documentation - Cisco Systems