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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
CRS Engine Problems
Agent cannot go Ready after logging in
Symptom Agent cannot go Ready after logging in.
Error Message The Cisco Agent Desktop says that the resource's device is off and the
agent extension is out of service.
Possible Cause The agent's ephone does not have a session-server configured.
Recommended Action Make sure the session server of the agent's ephone is set to the the CRS session
server.
Voice Browser step throws an exception
Symptom When the URL specified in Voice Browser step uses "ServerName" instead of IPAddress, the
step throws an exception, "UnknownHostException."
Error Message None.
Possible Cause The Java Virtual Machine (JVM) caches a previously resolved entry, that is no longer
correct, until the JVM is restarted.
Recommended Action Restart the CRS Engine.
CRS Engine does not start and an RMI port in use error appears
Symptom The CRS Engine does not start and a Remote Method Invocation (RMI) port in use error
appears in the CRS trace files.
Error Message RMI port in use.
Possible Cause Another process is using the port that the CRS Engine is attempting to use.
From the CRS Administration web page, complete the following steps:
Step 1 Choose System > System Parameters.
Step 2 Enter a different port in the RMI Port Number field.
Step 3 Stop and then restart the CRS Engine.
Step 4 If CRS Engine is shown "Invalid" from CRS Administration, see the troubleshooting tip "Service
constantly shows Invalid".