# Troubleshooting Unified CCX scripts and call flows Canonical: https://warmtransfer.net/knowledge/uccx-script-troubleshooting Last verified: 2026-10-02 In Unified CCX 15.0, a Cisco Script Application is assigned a script from a drop-down that lists all scripts under the default directory of the repository, and it needs one or more triggers before it can respond to Unified CM Telephony calls and HTTP requests[^5][^4]. In Unified CCX 12.0(1), if the configured script aborts on an error, the application's Default Script executes, and if no Default Script is defined, the internal system default executes[^18][^19]. ## How applications, triggers and scripts fit together In Unified CCX 15.0, uploaded scripts are stored in the Repository Datastore (RDS) and synchronized to local disk[^47]. The application Maximum Number of Sessions field sets the maximum number of simultaneous sessions (instances) that a Unified CCX application can handle[^3]. In Unified CCX 15.0, the Historical Reporting feature uses the application ID to identify the application[^2]. Configuring a Unified CM Telephony trigger in Unified CCX creates the specified CTI route point on Unified CM[^60]. The trigger's Maximum Number of Sessions is the maximum number of simultaneous calls that the trigger can handle[^59]. The trigger's Idle Timeout is expressed in milliseconds and is the time before the system rejects the Unified CM Telephony request[^58]. When a trigger session limit is used with Call Forward on the route point to overflow excess calls, Cisco directs that the Media Group Session Limit be set to the same value as the trigger Maximum Number of Sessions[^27]. In Unified CCX 15.0, HTTP triggers require a Unified IP IVR or Unified CCX Premium license package[^23]. Cisco states that CMT channels take about 200 milliseconds to reinitialize, compared with about 1 millisecond for CTI ports[^12]. Cisco advises provisioning roughly 10 percent more CMT channels than CTI ports[^12]. See also [Setting up an inbound queue in Unified Contact Center Express](https://warmtransfer.net/knowledge/uccx-inbound-queue-setup). ## Default Script and aborted calls In Unified CCX 12.0(1), the Default Script of a Cisco Script Application executes when an error with the configured script application causes it to abort[^18]. If no Default Script is defined, the internal system default is executed[^19]. The Default Script field is available only for the Cisco Script Application type[^17]. WarmTransfer's reading of the sources is that a caller who hears the default or system-default treatment instead of the designed call flow most likely indicates that the application script aborted on an unhandled error, so the MIVR log at the time of the call is the first place to look[^24]. The Unified CCX 15.0 Aborted Rejected Call Detail Report lists each call that the system aborted or rejected[^1]. Each entry includes an Abort/Reject Reason field[^1]. ## Checking triggers and call control groups first We infer that when a UCCX number does not reach the script at all, the efficient order is to check trigger and call control group state in RTMT before debugging the script, because a trigger that is out of service never invokes the application[^25]. In RTMT for Unified CCX 15.0, the CUCM Telephony Data Triggers page shows each trigger state as In Service, Out of Service or Unknown, along with a Ready for Call indicator[^45]. The Triggers page also has a Recommended Action field[^44]. That field gives the reason for an Out of Service or Unknown trigger state and the steps to correct it[^44]. The CUCM Telephony Summary page counts three groups of triggers[^43]: - Enabled Triggers[^43] - Disabled Triggers, which have invalid call control group IDs[^43] - Triggers With Config Errors[^43] A call control group state can be In Service, Partial Service or Out of Service[^42]. RTMT shows the counts of in-service and out-of-service CTI ports for each group[^42]. Cisco TAC lists the following causes and resolutions for trigger problems[^54][^52][^53]: - **Route point deleted.** A CTI route point deleted on Unified CM causes an out-of-service trigger[^54]. TAC resolves it by recreating the route point, or by running data resync and restarting services[^54]. - **Directory number removed.** A directory number deleted from or dissociated from the CTI route point causes an out-of-service trigger[^52]. TAC resolves it by re-adding the DN and running data resync[^52]. - **No call control group.** A trigger with no call control group assigned causes a trigger configuration error[^53]. TAC resolves it by selecting the call control group and restarting CTI Manager and the Unified CCX Engine[^53]. Unified CM Telephony data resynchronization does the following[^14]: - creates missing users and ports[^14] - modifies out-of-sync ports[^14] - checks that route points exist and are associated with the Unified CM Telephony user[^14] Cisco TAC runs Data Check and then Data Resync from Unified CCX Administration under Cisco Unified CM Telephony > Data Synchronization[^50]. See also [Troubleshooting CTI applications that cannot control phones in Unified CM](https://warmtransfer.net/knowledge/cucm-cti-troubleshooting). ## Application Manager partial service and script refresh Cisco TAC lists one cause of Application Manager partial service in Unified CCX as a script that is still assigned to an application but is missing from Script Management or is invalid[^49]. In Unified CCX 15.0, after you change a script, you must refresh it so that all applications and subsystems that use it reload the new version[^46]. You can refresh scripts in bulk by uploading a.zip of.aef files of at most 20 MB[^6]. The bulk refresh offers an option to refresh the referencing applications or only the scripts[^6]. When a large number of VRU scripts are configured, Upload a New Script and Refresh Scripts can take a long time to complete[^41]. ## Tracing and log collection In Unified CCX trace configuration, the facility codes are as follows[^22]: - ENG is the Engine facility[^22] - APP_MGR is the Applications Manager[^22] - ICD_CTI is the CTI server[^22] - SS_TEL is the JTAPI telephony subsystem[^22] For CM Telephony and Application Manager partial-service issues, Cisco TAC sets the Unified CCX Engine facilities APP_MGR, ENG, ICD_CTI and SS_TEL to Debug and XDebugging1 under Serviceability > Trace > Configuration[^51]. In Unified CCX 15.0 Serviceability, the Cisco Unified CCX Engine (MIVR) trace subfacility groups are Libraries, Managers, Miscellaneous, Steps and Subsystems[^57]. Unified CCX Engine trace levels run from Debugging through XDebugging1 to XDebugging5, and each level adds verbosity[^56]. Cisco advises activating Unified CCX trace logging only for debugging and deactivating it once the debugging session is complete[^55]. In Unified CCX 15.0, a Log Profile preserves trace settings for the Engine (MIVR), Administration (MADM) and Cluster View Daemon (MCVD)[^26]. System-defined profiles exist for scenarios such as Outbound, AppAdmin, Media and Database[^26]. You can also manage tracing from the CLI[^10][^11][^7][^9]: - `set uccx trace enable [component] [subcomponent] [level]` enables a logging level for a subcomponent and requires privilege level 1[^10]. - `show uccx trace levels` displays the trace levels of Unified CCX components and subcomponents[^11]. - `show uccx components` lists the components available for tracing[^11]. - `set uccx trace disable` cannot turn off Alarm tracing[^7]. - `set uccx trace defaults` restores the default trace settings for a component or subcomponent[^9]. To collect and read MIVR logs from the CLI, use these commands[^28][^29]: - Download the Unified CCX Engine (MIVR) logs with `file get activelog /uccx/log/MIVR recurs compress`[^28]. This command requires an external SFTP server that is configured and reachable[^8]. - Run `show open files regexp MIVR` to identify the MIVR log file currently being written[^29]. - Follow that file with `file tail activelog /uccx/log/MIVR/`[^29]. Cisco TAC filters the Unified CCX Engine logs for Application Manager messages with `file search activelog /uccx/log/MIVR/* "%MIVR-APP_MGR" recurs ignorecase`[^48]. ## Debugging scripts in the Editor The Cisco Unified CCX Editor Web Launcher is downloaded as a JNLP file from Unified CCX Administration Tools > Plug-ins and is launched with OpenWebStart[^20]. Both types of Unified CCX script debugging require you to log in to the Cisco Unified CCX Editor, and the script executes on the Unified CCX Engine[^15]. Cisco directs which debugging type to use[^39]: - Use reactive debugging for scripts that depend on external events, such as an incoming call[^39]. - Use active debugging for scripts that do not depend on external events[^39]. Cisco documents reactive debugging as the only way to debug VRU scripts in the Unified CCX Editor[^38]. Reactive debugging has these prerequisites[^37]: - The Unified CCX Engine must be running[^37]. - The Editor workstation must be connected to the Unified CCX server[^37]. - An edited script must be refreshed through Administration before you debug it[^37]. To run a reactive debugging session, work through these steps in order[^35]: - In the Editor, start reactive debugging from Debug > Reactive Script[^35]. - Enter the script name. It must exactly match the script expression configured on the application, for example SCRIPT[filename.aef] for user scripts or SSCRIPT[filename.aef] for system scripts[^36]. - Set the Wait Time (Secs) field, which controls how long the Unified CCX Engine waits for the triggering event or VRU Script request[^40]. - Place the triggering call[^35]. - Step through the script with Debug > Continue or Debug > Step Over[^35]. In Unified CCX, com.cisco.prompt.UndefinedPromptException and com.cisco.prompt.UnknownPromptException are child exceptions of PromptException[^31]. A script can handle both a parent and a child exception in On Exception Goto steps[^21]. In that case, the latest handler takes preference, which differs from standard Java ordering[^21]. See also [UCCX scripts and Flow Designer flows](https://warmtransfer.net/knowledge/uccx-script-to-flow-redesign). ## Prompts Unified CCX prompts live in the Repository datastore in Java-locale language folders such as en_US[^30]. A default folder holds prompts that are common to all languages[^30]. Local prompt files on the Unified CCX server are synchronized with the central repository at Engine startup and at run time whenever the Repository datastore is modified[^32]. Unified CCX 15.0 prompt files must meet these requirements[^34]: -.wav files with RIFF headers[^34] - recorded at 8 kHz, 8-bit mono[^34] - encoded in u-law or A-law to match the G.711 codec in use[^34] - at least 1 byte in size[^34] The maximum prompt upload size in Unified CCX 15.0 is 20 MB, whether you upload a single file or a zip file[^33]. ## Applicability Applies to: Cisco Unified Contact Center Express and Cisco Unified CCX Editor. Deployments: on-premises. Sources checked 2026-10-02. The Default Script behaviour is documented for Unified CCX 12.0(1)[^18][^19][^17]. The details on application configuration, Real-Time Monitoring, Serviceability, the CLI, prompts and reporting come from Cisco's Unified CCX 15.0 guides[^4][^45][^56][^10][^34][^1]. The Cisco TAC troubleshooting and CLI log collection guidance is not version-pinned in its sources[^54][^28]. ## What remains uncertain - The exact prompt wording of the Unified CCX internal system default script is not covered by the sources below. - Open caveats in the Unified CCX 15.0 release notes that affect the Editor and script execution are not covered by the sources below. - Editor-to-server version compatibility is not covered by the sources below. - Which releases use a Windows installer for the Editor and which use the Web Launcher is not covered by the sources below. - How a script behaves when Continue on Prompt Errors is disabled, and which exception is raised, is not covered by the sources below. - The effect of Refresh Scripts on calls already in progress is not covered by the sources below. - The catalogue of Abort/Reject Reason values in Unified CCX historical reports, such as Reject Trigger Max Session, is not covered by the sources below. - The default value of the application Maximum Number of Sessions field is not covered by the sources below. - Repository datastore synchronization failures that cause prompts or scripts to differ between HA nodes are not covered by the sources below. ## Sources [^1]: The Unified CCX 15.0 Aborted Rejected Call Detail Report lists each call aborted or rejected by the system with an Abort/Reject Reason field. Source: [Cisco Unified Contact Center Express Reporting User Guide, Release 15.0 - Historical Reports](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/user/guide/uccx_b_1501_reporting_user_guide/uccx_m_1501_historical_reports.html), Historical Reports > Aborted and Rejected Call Detail Report. Checked 2026-10-02. [^2]: In Unified CCX 15.0, the application ID is used by the Historical Reporting feature to identify the application. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > Add New Cisco Script Application > ID. Checked 2026-10-02. [^3]: The application Maximum Number of Sessions field sets the maximum number of simultaneous sessions (instances) that a Unified CCX application can handle. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > Add New Cisco Script Application > Maximum Number of Sessions. Checked 2026-10-02. [^4]: In Unified CCX 15.0, a newly added Cisco application needs one or more triggers before it can respond to Unified CM Telephony calls and HTTP requests. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > Add Application Triggers. Checked 2026-10-02. [^5]: In Unified CCX 15.0, the Script drop-down on a Cisco Script Application lists all scripts under the default directory of the repository. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > Add New Cisco Script Application > Script. Checked 2026-10-02. [^6]: In Unified CCX 15.0, scripts can be refreshed in bulk by uploading a .zip of .aef files of at most 20 MB, with an option to refresh referencing applications or only the scripts. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > Refresh Bulk Scripts. Checked 2026-10-02. [^7]: The Unified CCX CLI command set uccx trace disable cannot turn off Alarm tracing. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Command Line Interface](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_command-line-interface.html), Command Line Interface > set uccx trace disable. Checked 2026-10-02. [^8]: Downloading Unified CCX logs with the CLI file get command requires an external SFTP server that is configured and reachable. Source: [Use CLI to Collect Unified Contact Center Express Logs](https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/212078-Collect-Cisco-Unified-Contact-Center-Exp.html), Download logs (prerequisite note). Checked 2026-10-02. [^9]: The Unified CCX CLI command set uccx trace defaults restores default trace settings for a component or subcomponent. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Command Line Interface](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_command-line-interface.html), Command Line Interface > set uccx trace defaults. Checked 2026-10-02. [^10]: The Unified CCX 15.0 CLI command set uccx trace enable [component] [subcomponent] [level] enables a logging level for a subcomponent and requires privilege level 1. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Command Line Interface](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_command-line-interface.html), Command Line Interface > set uccx trace enable. Checked 2026-10-02. [^11]: The Unified CCX 15.0 CLI command show uccx trace levels displays the trace levels of Unified CCX components and subcomponents, and show uccx components lists the components available for tracing. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Command Line Interface](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_command-line-interface.html), Command Line Interface > show uccx trace levels; show uccx components. Checked 2026-10-02. [^12]: Cisco states that CMT channels take about 200 milliseconds to reinitialize versus about 1 millisecond for CTI ports and advises provisioning roughly 10 percent more CMT channels than CTI ports. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision > Cisco Media Termination subsystem. Checked 2026-10-02. [^13]: The Continue on Prompt Errors option lets a Unified CCX script keep executing when it receives invalid prompt input such as an invalid audio format or a file not found. Source: [Using the Continue on Prompt Errors Option - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/using-the-continue-on-prompt-errors-option/), Using the Continue on Prompt Errors Option > opening paragraph. Checked 2026-10-02. [^14]: Unified CM Telephony data resynchronization in Unified CCX creates missing users and ports, modifies out-of-sync ports and checks that route points exist and are associated with the Unified CM Telephony user. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision > Unified CM Telephony Data Synchronization. Checked 2026-10-02. [^15]: Either type of Unified CCX script debugging requires logging in to the Cisco Unified CCX Editor, and the script executes on the Unified CCX Engine. Source: [Using Reactive and Active Debugging - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/using-reactive-and-active-debugging/), Using Reactive and Active Debugging > note. Checked 2026-10-02. [^16]: The Unified CCX 15.0 Applications Configuration chapter describes the Default Script as a script chosen to route a call to a default treatment on a system error or on request by Unified ICME. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > Add New Application > field table > Default Script. Checked 2026-10-02. [^17]: In Unified CCX 12.0(1), the Default Script field is available only for the Cisco Script Application type. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0(1) - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/maintain_and_operate/guide/uccx_b_uccx-admin-and-operations-guide-120/uccx_b_uccx-admin-and-operations-guide-120_chapter_0110.html), Add New Cisco Script Application > field table > Default Script. Checked 2026-10-02. [^18]: In Unified CCX 12.0(1), the Default Script of a Cisco Script Application executes when an error occurs with the configured script application that causes it to abort. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0(1) - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/maintain_and_operate/guide/uccx_b_uccx-admin-and-operations-guide-120/uccx_b_uccx-admin-and-operations-guide-120_chapter_0110.html), Add New Cisco Script Application > field table > Default Script. Checked 2026-10-02. [^19]: In Unified CCX 12.0(1), if no Default Script is defined for a Cisco Script Application, the internal system default is executed. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0(1) - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/maintain_and_operate/guide/uccx_b_uccx-admin-and-operations-guide-120/uccx_b_uccx-admin-and-operations-guide-120_chapter_0110.html), Add New Cisco Script Application > field table > Default Script. Checked 2026-10-02. [^20]: The Cisco Unified CCX Editor Web Launcher is downloaded as a JNLP file from Unified CCX Administration Tools > Plug-ins and launched with OpenWebStart. Source: [Download Cisco Unified CCX Editor Web Launcher - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/download-cisco-unified-ccx-editor-web-launcher/), Download Cisco Unified CCX Editor Web Launcher > procedure. Checked 2026-10-02. [^21]: When both a parent and a child exception are handled in On Exception Goto steps of a Unified CCX script, the latest handler takes preference, unlike standard Java ordering. Source: [Parent Exceptions and corresponding Child Exceptions - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/parent-exceptions-and-corresponding-child-exceptions/), Parent Exceptions and corresponding Child Exceptions > introductory note. Checked 2026-10-02. [^22]: In Unified CCX trace configuration, ENG is the Engine facility, APP_MGR the Applications Manager, ICD_CTI the CTI server and SS_TEL the JTAPI telephony subsystem. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Unified CCX Serviceability](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-unified-ccx-serviceability.html), Cisco Unified CCX Serviceability > Configure Trace Parameters > facility codes. Checked 2026-10-02. [^23]: In Unified CCX 15.0, HTTP triggers require a Unified IP IVR or Unified CCX Premium license package. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > HTTP Triggers. Checked 2026-10-02. [^24]: A caller hearing the default or system-default treatment instead of the designed call flow most likely indicates the application script aborted on an unhandled error, so the MIVR log at the time of the call is the first place to look (inferred). Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0(1) - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_0/maintain_and_operate/guide/uccx_b_uccx-admin-and-operations-guide-120/uccx_b_uccx-admin-and-operations-guide-120_chapter_0110.html), Add New Cisco Script Application > Default Script (combined with MIVR log guidance in cisco-technote-212078-uccx-cli-log-collection). Checked 2026-10-02. [^25]: When a UCCX number does not reach the script at all, checking trigger and call control group state in RTMT before debugging the script is the efficient order, because a trigger that is out of service never invokes the application (inferred). Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Real-Time Monitoring](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_real-time-monitoring.html), Real-Time Monitoring > Triggers Page (combined with Add Application Triggers in cisco-uccx-1501-aog-cisco-applications-config). Checked 2026-10-02. [^26]: In Unified CCX 15.0, a Log Profile preserves trace settings for the Engine (MIVR), Administration (MADM) and Cluster View Daemon (MCVD), and system-defined profiles exist for scenarios such as Outbound, AppAdmin, Media and Database. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Unified CCX Serviceability](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-unified-ccx-serviceability.html), Cisco Unified CCX Serviceability > Log Profiles. Checked 2026-10-02. [^27]: When a trigger session limit is used with Call Forward on the route point to overflow excess calls, Cisco directs that the Media Group Session Limit be set to the same value as the trigger Maximum Number of Sessions. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision > Unified CM Telephony trigger > Maximum Number of Sessions note (example of 4 sessions with fifth call to voice mail). Checked 2026-10-02. [^28]: Unified CCX Engine (MIVR) logs can be downloaded from the CLI with file get activelog /uccx/log/MIVR recurs compress. Source: [Use CLI to Collect Unified Contact Center Express Logs](https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/212078-Collect-Cisco-Unified-Contact-Center-Exp.html), Find/View/Download Logs from the UCCX > Download logs. Checked 2026-10-02. [^29]: The CLI command show open files regexp MIVR identifies the MIVR log file currently being written, which can then be followed with file tail activelog /uccx/log/MIVR/. Source: [Use CLI to Collect Unified Contact Center Express Logs](https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/212078-Collect-Cisco-Unified-Contact-Center-Exp.html), View Realtime Logs. Checked 2026-10-02. [^30]: Unified CCX prompts live in the Repository datastore in Java-locale language folders such as en_US, with a default folder for prompts common to all languages. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Management of Prompts, Grammars, Documents, and Custom Files](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_management-prompts-grammars-documents-customfiles.html), Management of Prompts, Grammars, Documents, and Custom Files > Manage Prompts. Checked 2026-10-02. [^31]: In Unified CCX, com.cisco.prompt.UndefinedPromptException and com.cisco.prompt.UnknownPromptException are child exceptions of PromptException. Source: [Parent Exceptions and corresponding Child Exceptions - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/parent-exceptions-and-corresponding-child-exceptions/), Parent Exceptions and corresponding Child Exceptions > PromptException row. Checked 2026-10-02. [^32]: Unified CCX server local prompt files are synchronized with the central repository at Engine startup and at run time when the Repository datastore is modified. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Management of Prompts, Grammars, Documents, and Custom Files](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_management-prompts-grammars-documents-customfiles.html), Management of Prompts, Grammars, Documents, and Custom Files > repository synchronization paragraph. Checked 2026-10-02. [^33]: The maximum Unified CCX 15.0 prompt upload size is 20 MB, whether a single file or a zip file. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Management of Prompts, Grammars, Documents, and Custom Files](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_management-prompts-grammars-documents-customfiles.html), Management of Prompts, Grammars, Documents, and Custom Files > Upload Prompts. Checked 2026-10-02. [^34]: Unified CCX 15.0 prompt files must be .wav files with RIFF headers recorded at 8 kHz, 8-bit mono, using u-law or A-law to match the G.711 codec in use, and at least one byte in size. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Management of Prompts, Grammars, Documents, and Custom Files](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_management-prompts-grammars-documents-customfiles.html), Management of Prompts, Grammars, Documents, and Custom Files > prompt file format. Checked 2026-10-02. [^35]: Reactive debugging is started in the Cisco Unified CCX Editor from Debug > Reactive Script, followed by placing the triggering call and stepping with Debug > Continue or Debug > Step Over. Source: [Using Reactive Debugging - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/using-reactive-debugging/), Using Reactive Debugging > procedure steps 1 and 5-7. Checked 2026-10-02. [^36]: The script name entered for reactive debugging must exactly match the script expression configured on the application, for example SCRIPT[filename.aef] for user scripts or SSCRIPT[filename.aef] for system scripts. Source: [Using Reactive Debugging - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/using-reactive-debugging/), Using Reactive Debugging > procedure steps 2-3. Checked 2026-10-02. [^37]: Reactive debugging requires the Unified CCX Engine to be running and the Editor workstation to be connected to the Unified CCX server, and an edited script must be refreshed through Administration before debugging. Source: [Using Reactive Debugging - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/using-reactive-debugging/), Using Reactive Debugging > before you begin / notes. Checked 2026-10-02. [^38]: Cisco documents reactive debugging as the only way to debug VRU scripts in the Unified CCX Editor. Source: [Using Reactive Debugging - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/using-reactive-debugging/), Using Reactive Debugging > introductory note. Checked 2026-10-02. [^39]: Cisco directs reactive debugging for scripts that depend on external events such as an incoming call, and active debugging for scripts that do not depend on external events. Source: [Using Reactive and Active Debugging - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/using-reactive-and-active-debugging/), Using Reactive and Active Debugging > opening paragraphs. Checked 2026-10-02. [^40]: The reactive debugging Wait Time (Secs) field sets how long the Unified CCX Engine waits for the triggering event or VRU Script request. Source: [Using Reactive Debugging - Contact Center Express - Cisco DevNet](https://developer.cisco.com/docs/contact-center-express/using-reactive-debugging/), Using Reactive Debugging > procedure step 4. Checked 2026-10-02. [^41]: In Unified CCX 15.0, Upload a New Script and Refresh Scripts can take a long time to complete when a large number of VRU scripts are configured. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > Script Management (note). Checked 2026-10-02. [^42]: In RTMT for Unified CCX 15.0, a call control group state can be In Service, Partial Service or Out of Service, with counts of in-service and out-of-service CTI ports. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Real-Time Monitoring](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_real-time-monitoring.html), Real-Time Monitoring > Call Control Groups page. Checked 2026-10-02. [^43]: The RTMT CUCM Telephony Summary page for Unified CCX 15.0 counts Enabled Triggers, Disabled Triggers (invalid call control group IDs) and Triggers With Config Errors. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Real-Time Monitoring](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_real-time-monitoring.html), Real-Time Monitoring > Summary Page. Checked 2026-10-02. [^44]: The RTMT Triggers page for Unified CCX 15.0 includes a Recommended Action field that gives the reason for an Out of Service or Unknown trigger state and corrective steps. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Real-Time Monitoring](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_real-time-monitoring.html), Real-Time Monitoring > Triggers Page > Recommended Action. Checked 2026-10-02. [^45]: In RTMT for Unified CCX 15.0, the CUCM Telephony Data Triggers page shows each trigger state as In Service, Out of Service or Unknown, plus a Ready for Call indicator. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Real-Time Monitoring](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_real-time-monitoring.html), Real-Time Monitoring > Unified CM Telephony data > Triggers Page > Trigger State and Ready for Call. Checked 2026-10-02. [^46]: In Unified CCX 15.0, after a script is changed it must be refreshed so that all applications and subsystems that use it reload the new version. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > Refresh Scripts. Checked 2026-10-02. [^47]: In Unified CCX 15.0, uploaded scripts are stored in the Repository Datastore (RDS) and synchronized to local disk. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration > Upload New Scripts. Checked 2026-10-02. [^48]: Cisco TAC filters Unified CCX Engine logs for Application Manager messages with the CLI command file search activelog /uccx/log/MIVR/* "%MIVR-APP_MGR" recurs ignorecase. Source: [Troubleshoot CM Telephony Subsystem and Application Manager Service Partial Service Issue](https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/218015-troubleshoot-cm-telephony-subsystem-and.html), Troubleshoot > log filters (CLI). Checked 2026-10-02. [^49]: Cisco TAC lists a script that is missing from Script Management or invalid, while still assigned to an application, as a cause of Application Manager partial service in Unified CCX. Source: [Troubleshoot CM Telephony Subsystem and Application Manager Service Partial Service Issue](https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/218015-troubleshoot-cm-telephony-subsystem-and.html), Problem > Application Manager Service symptoms; Troubleshoot > Application Manager scenario. Checked 2026-10-02. [^50]: Cisco TAC runs Data Check and then Data Resync from Unified CCX Administration under Subsystems > Cisco Unified CM Telephony > Data Synchronization. Source: [Troubleshoot CM Telephony Subsystem and Application Manager Service Partial Service Issue](https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/218015-troubleshoot-cm-telephony-subsystem-and.html), Troubleshoot > Data Synchronization steps. Checked 2026-10-02. [^51]: For CM Telephony and Application Manager partial-service issues, Cisco TAC sets the Unified CCX Engine facilities APP_MGR, ENG, ICD_CTI and SS_TEL to Debug and XDebugging1 under Serviceability > Trace > Configuration. Source: [Troubleshoot CM Telephony Subsystem and Application Manager Service Partial Service Issue](https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/218015-troubleshoot-cm-telephony-subsystem-and.html), Troubleshoot > trace configuration step. Checked 2026-10-02. [^52]: Cisco TAC lists a directory number deleted from or dissociated from the CTI route point as a cause of an out-of-service Unified CCX trigger, resolved by re-adding the DN and running data resync. Source: [Troubleshoot CM Telephony Subsystem and Application Manager Service Partial Service Issue](https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/218015-troubleshoot-cm-telephony-subsystem-and.html), Troubleshoot > CM Telephony Subsystem scenarios > trigger out of service (directory number). Checked 2026-10-02. [^53]: Cisco TAC lists a trigger with no call control group assigned as a cause of a trigger configuration error, resolved by selecting the call control group and restarting CTI Manager and the Unified CCX Engine. Source: [Troubleshoot CM Telephony Subsystem and Application Manager Service Partial Service Issue](https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/218015-troubleshoot-cm-telephony-subsystem-and.html), Troubleshoot > CM Telephony Subsystem scenarios > trigger configuration error. Checked 2026-10-02. [^54]: Cisco TAC lists a deleted CTI route point on Unified CM as a cause of an out-of-service Unified CCX trigger, resolved by recreating the route point or running data resync and restarting services. Source: [Troubleshoot CM Telephony Subsystem and Application Manager Service Partial Service Issue](https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/218015-troubleshoot-cm-telephony-subsystem-and.html), Troubleshoot > CM Telephony Subsystem scenarios > trigger out of service (route point deleted). Checked 2026-10-02. [^55]: Cisco advises activating Unified CCX trace logging only for debugging and deactivating it once the debugging session is complete. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Unified CCX Serviceability](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-unified-ccx-serviceability.html), Cisco Unified CCX Serviceability > Configure Trace Parameters (caution). Checked 2026-10-02. [^56]: Unified CCX Engine trace levels run from Debugging through XDebugging1 to XDebugging5, each adding verbosity. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Unified CCX Serviceability](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-unified-ccx-serviceability.html), Cisco Unified CCX Serviceability > Configure Trace Parameters > trace levels. Checked 2026-10-02. [^57]: In Unified CCX 15.0 Serviceability, the Cisco Unified CCX Engine (MIVR) trace subfacility groups are Libraries, Managers, Miscellaneous, Steps and Subsystems. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Unified CCX Serviceability](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-unified-ccx-serviceability.html), Cisco Unified CCX Serviceability > Configure Trace Parameters. Checked 2026-10-02. [^58]: The Unified CM Telephony trigger Idle Timeout is expressed in milliseconds and is the time before the system rejects the Unified CM Telephony request. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision > Unified CM Telephony triggers > field table > Idle Timeout (in ms). Checked 2026-10-02. [^59]: The Unified CM Telephony trigger Maximum Number of Sessions is the maximum number of simultaneous calls that the trigger can handle. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision > Unified CM Telephony triggers > field table > Maximum Number of Sessions. Checked 2026-10-02. [^60]: Configuring a Unified CM Telephony trigger in Unified CCX creates the specified CTI route point on Unified CM. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision > Add Unified CM Telephony trigger. Checked 2026-10-02.