This document describes the procedure required to troubleshoot Cisco Intelligent Contact Management (ICM) Peripheral Gateway (PG) Agent login issues.
There are no specific requirements for this document.
The information in this document is based on the Cisco Intelligent Contact Management (ICM) version 7.x.
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Refer to Cisco Technical Tips Conventions for information on document conventions.
With Cisco ICM Peripheral Gateway (PG), agents are unable to log in.
Complete these steps in order to resolve the issue:
Verify that one side of the PG4A/PG4B is idle and that the other side is active.
Open a command prompt, type procmon exp PGXX jgw1, and then type JLI.
The results should appear similar to this example:
Addr: ActiveLines RegistrationState DeviceStatus
1600 0 OUT_OF_SERVICE UnmonitoredDevice
4183 0 IN_SERVICE UnmonitoredDevice
Open the Java Control Panel, and make sure that the Java Plug-in is disabled.