Michael Owuor Fri, 06/06/2008 - 11:21

Hi Naveen,


The Servicing and Troubleshooting Guide doc has some good examples of failures in the CRS system, and what the traces would look like in those instances. It doesn't, however specifically call out dropped calls.


http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_6_0/troubleshooting/guide/crstr.pdf


Dropped calls are often difficult to find root cause for. Because dropped calls could be the result of a failure in one of several points in the system, you might have to:

- a. Narrow down the scope of the trace analysis by gathering more data like the affected agent's extension, time of the problem, number of the party they were talking to, and problem symptom (ie. did they just hear silence, or did they get some kind of tone).

- b. With the data gathered from a above, review the CCM SDI and possibly SDL traces from the time of the incident

- c. Review gateway logs, switch logs and other network devices in the call path from the time of the incident.


Hope this helps.


Regards,

Michael.

Naveen Raj Janardhan Fri, 06/06/2008 - 12:02

Thanks Mike,

This atleast give me an idea where to begin with. The document you've provided is for CRS 6.0 can you please direct me to the 5.0 version. Thanks again.

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