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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Outbound Problems
Outbound buttons show up but are disabled on CAD
Symptom Outbound buttons show up but are disabled on CAD.
Error Message None
Possible Cause The Enterprise Data Service on the server is down.
Recommended Action On the CRS server, ensure that Enterprise Data Service is running.
Outbound calls are not getting dialed
Symptom Outbound calls are not getting dialed
Error Message None
Possible Cause The Outbound subsystem service could be down, the campaign not enabled, the
compaign does not have the correct start and end times, the customer dialing time range is incorrect,
inbound calls are taking precidence, and/or contacts might not have been imported for the campaign.
Recommended Action Make sure that:
• Agents are available in the CSQ(s) assigned to the campaign.
• The Outbound System Service is in service. If you have a two-node cluster, then ensure that Config
Data Store is running on both nodes.
• The campaign is enabled.
• The campaign has correct start and end times.
• The customer dialing time range is correct.
• Non-Cisco IP Phone Agent (non-IPPA) agents are available (Inbound calls take precedence).
• Contacts have been imported for the campaigns.
Outbound call volume is low
Symptom The number of Outbound calls is low.
Error Message None
Possible Cause The CSQ percentage allocation for Outbound calls on the General Configuration web
page is low.
Recommended Action Check the CSQ percentage allocation on the General Configuration web page and
increase it if necessary.
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