The CRA Engine is running but the CRA system does not respond by answering calls

[TCC_2]

Core Issue

The issue is caused by one of these options:

• The Java Telephony Application Programming Interface (JTAPI) subsystem is out of service.
• The trigger is disabled.
• The application is disabled.
• The maximum number of sessions or maximum number of tasks were exceeded.
• No Computer Telephony Integration (CTI) ports or media channels are available for the trigger.

Resolution

To resolve this issue, perform these steps:

1. From the Cisco Customer Response Applications (CRA) Administration web page, choose System > Engine.    
2. Verify that the JTAPI subsystem is in service.     
   • If the JTAPI subsystem is in partial service, refer to the Database Subsystem goes into partial service section of Diagnosing and Correcting Cisco CRA Problems.            
   • If the JTAPI subsystem is out of service, refer to the CRA Provisioning for Cisco CallManager section of Configuring Cisco 3.0 Applications.
      
3. From the CRA Administration web page, choose Subsystems > JTAPI.    
4. Click the JTAPI Triggers hyperlink.    
5. If False appears in the Enabled column for the trigger, perform these steps:    
   1. Double-click the trigger.            
   2. Click the Enabled Yes radio button.            
   3. Click Update.
          
6. From the CRA Administration web page, choose Applications > Configure Applications.    
7. If No appears in the Enabled column for the application, perform these steps:    
   1. Double-click the application.            
   2. Click the Enabled Yes radio button.            
   3. Click Update.
          
8. In the CRA trace files, perform these steps:    
   1. Verify that the calls do not exceed the maximum number of allowed sessions.            
   2. Verify that the calls do not exceed the maximum number of allowed tasks.            
   3. Make sure that there are no messages regarding insufficient free CTI ports or media channels.
      

For more information about resolving Cisco CRA and Customer Response Solutions (CRS), refer to these documents:

• Diagnosing and Correcting Cisco CRA Problems    
• Cisco IPCC Error Codes

Problem Type

Call connection  (Connection quality: One-way audio, no busy tone, dropped calls, etc.)

Voice applications  (CRS, PA, CCM Plugins, CER, CCC, MeetingPlace, etc.)

Call Connection

Call answer

Failure Type

Drops out, times out, flaps, toggles, hangs, gets stuck, locks up, loops, temporary pause, stops responding, cuts short, etc.

Customer Response Solution (CRS) Version

CRS 3.x

Customer Response Solution (CRS) Applications

IP Contact Center (IPCC) Express (formerly IP ICD)

Customer Response Solutions (CRS) Components

CRA engine

Voice Applications

IP contact center (IPCC) express