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Cisco Unified Intelligent Contact Management Enterprise

Using Remote Process Monitor Console (Procmon)

Document ID: 20422

Updated: Nov 02, 2006

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Introduction

The Process Monitor Console (procmon) is the main interface console process. You can use procmon to query information indirectly from the Automatic Call Distributor (ACD) of your site. The Cisco Intelligent Contact Management (ICM) processes that reside on the Peripheral Gateway (PG) allow you to:

  • List agents, skills, services, and call data

  • Increase tracing on an ICM process

  • Query for ACD-specific information

Prerequisites

Requirements

Cisco recommends that you have knowledge of this topic:

  • The troubleshooting and support of ICM PG

Components Used

The information in this document is based on ICM version 4.6.2 and later.

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Usage

You can run procmon from a Telnet session or a DOS command prompt. The procmon process supports both local and remote commands. Local commands are defined within procmon, while you need to program remote commands into the monitored process. This section provides a list of basic procmon commands and process-specific commands for use with processes such as:

  • Peripheral Interface Manager (PIM)

  • Computer Telephony Integration (CTI) Server (CTISVR)

  • Open Peripheral Controller (OPC)

Here is an example:

Syntax: c:\>procmon /? 
Version: Release 4.6.2, Build 08799 
Usage: PROCMon CustomerName NodeName ProcessName [SystemName] [/f InputFile] 
  [/wait] [/stop] [/help] [/?]

Note: The final line of this output displays over two lines due to space limitations.

In order to display a basic list of commands, issue help. A list like this displays:

Command Definition
echo Controls echo of command lines
emsmon Controls remote EMS1 monitor process (start, stop, pause, resume)
error_stop Controls setting of stop on error flag
help, ? Displays help
monitor_help, mhelp Displays Monitor Server help
monitor_sleep, msleep Sleeps for specified seconds or milliseconds
quit, q Ends the program
read_file, read Directs command input to another input file

1 EMS = Event Management System

This table provides a list of commands that you can use when you troubleshoot:

Command Definition
pim_list_agents, la Lists agents that are currently configured by PIM
pim_list_services, ls Lists services that are currently configured by PIM
pim_list_skill_groups, lsg Lists skill groups that are currently configured by PIM
acd_debug, debug Turns on/off the debug trace
pim_list_trace, ltrace Lists the current PIM trace bit settings
pim_trace, trace Sets or resets PIM trace bits
pim_dump_periph, acdperiph Dumps the contents of the peripheral object
Quit Ends procmon

Each command has separate syntax. In order to determine the syntax, issue the command and follow it with /?.

Note: Each peripheral type contains a different set of commands. For a list of commands that are associated with each peripheral, issue mhelp.

Here is sample output:

>>>>la  
SkillTarget ID    Periph#    C        Ext#        Inst#        ActGroups 
    5000           6000     Y Yes   3000(3000)  <1/ 1> [BO] [265436],<2/ 2> [BO][866278] 
    5001           6001     Y Yes   3001(3001)  <1/ 1> [AV] [59704], <2/ 2> [AV] [59704] 
    5002           6002     Y No       -1(-1) 
    5003           6003     Y No       -1(-1) 
    5028           6030     Y No       -1(-1) 
>>>>ls 
SkillTarget ID    Periph#    C    SerMem    Pri    SerTH    SLType    PSLType    Ext# 
        5017        6500    Y        1        2        30        1        4 
        5018        6501    Y        2        1        30        1        4 
        5019        6502    Y        3        1        30        1        4

In this output, SLType indicates the default value for the ServiceLevelType field for each service that is associated with the peripheral. This value indicates how ICM calculates the service level. You can override the default for individual services.

PSLType indicates the default value for the PeripheralServiceLevelType for each service that is associated with the peripheral. You can override the default for individual services.

>>>>lsg 
    Periph#    Pri    C    SkillTarget ID    Ext# 
        1        0    Y            5007        6900 
        1        1    Y            5008        6900 
        1        2    Y            5009        6900 
        2        0    Y            5010        6901 
        2        1    Y            5011        6901 
        2        2    Y            5012        6901 
        3        0    Y            5013        6902 
        3        1    Y            5014        6902 
        3        2    Y            5015        6902 
        3        3    Y            5016        6902 

>>>>debug /? 
Usage: acd_debug [/noagent] [/agent] [/agent+] [/agent++] [/nobri] [/bri] [/bri+] 
                 [/nocall] [/call] [/call+] [/nocms] [/cms] [/cms+] [/csc] 
                 [/csc+] [/nocsc] [/noconfig] [/config] [/nocv] [/cv] [/noerror] 
                 [/error][/nohb] [/hb] [/noopc] [/opc] [/nopost] [/post] [/nosim] 
                 [/sim] [/notg] [/tg] [/notimer] [/timer] [/notp] [/tp] [/tp+] 
                 [/trace] [/novq] [/vq] [/warning] [/nowarning] [/all] [/noall] 
                 [/set UserSetBit] [/help] [/?] 
>>>>debug /call+ /post /agent 
Trace: AGENT CALL+ POST 
UserTraceLevel=0xE848200003FFFFFF800E00000000000000000000000040 
Time stamp: 09/13/02

Note: The debug feature only remains active while the process remains active. When the process exits, the debug utility no longer functions. In order to make the trace permanent, add the hexidecimal number that you find in the UserTraceLevel line to the EMS trace in the registry.

>>>>acdperiph 
BuildNum: 08799 (Rel 4.6.2) Time: 06/11/02 16:27:40 
    SwitchTime=08/26/02 13:56:22, DefRoute=CTIVarMap-NNNNNNNNNN (y=PIM access)CTIString= 
    CVBridge=[G3MsgRecvCnt=169239 (0x29517) Min/AllBrisUp=1/1 NumMonitored=1 
        PhysBris=0x1 RtBris=0x0 BadBris=0x0] 
Bri[0] State=ACTIVE GoIdle=0 
    [NtwrkCngstn[Forced=F Switch=F] 
    Window=10000 MsgDlyTime=500 
    BriCfgParams(Exp.) = [*CvHost[0]=taclab1g3 CvHost[1]= ] 
    Msgs [Sent=157095 (0x265a7) Recv=169239 (0x29517) ] [SA0id=314182 LastSA0IdRecvd=31482 
    Msgs [SendQ=0x0 SentQ=0x0 RecvQ=0x0 ] 
    Msgs [PriSendQ=0x0 RecvQ=0x0 ] 
         [ActiveAssoc[Avail=2033 Locked=11] OutstandingSent=0x0 Reg{MaxAllowed=4 ChkMtrs=1 
         ChkMsgRates=1 
         [Meters/Sec (Enabled: Min 0.00 Avg 0.17 Max 2.45 (Tot 28840.16 Samples 229013 
          SumAvg 0.13)] 
    [NotEnabled] 
        Timers=[3PMC=4 ACDSplt=61 AgntCls=30 AgntSt=240 BriHB=60 
            CfgRtry=900 StlBriMsg=10 SwtchTm=30 TG=60 StatMntr=28800 StatMntrInit=120] 
        SwitchTime=08/26/02 13:56:22 
        NumActiveCalls=0 NumAgentsSeen=2 
ProcessName=pim1 ShutdownType=1 Dumplex=1 Side=0 
    GeoTelBaseDir=C:\icr\lab1\PG1B RegistryBase=ICR\lab1\PG1B DMPSystemID=1 
    MDSConnections=1 MDSPIMHandle=33 MDSOPCHandle=1 PIMHeartBeatTime=-1 
    CTIRestarts-0 
    RoutingClientState=SHUTDOWN 
    State=ACTIVE StateInitTime=08/27 10:06:55 (16.9 day) 
Time stamp: 09/13/02 10:32:36 
>>>>

Note: For more information on acdperiph, refer to Troubleshooting Avaya Definity G3 using Procmon.

Procmon Tracing

Procmon Earlier Than ICM 4.0

  • You can use procmon to turn up tracing on the PIM, MIS, and CTISVR processes.

    Syntax—procmon custid nodeid processname .

    Example usage is procmon bt pg1a pim1.

  • Type mhelp at the >> prompt to access help for Procmon. For example, >> mhelp.

  • Add Tracing—In order to add tracing, use the sxtrace, scrtrace, and satrace commands; use with /all. Example usage for sxtrace is >>sxtrace /all. You must also save the trace by issuing the svxtrace, svcrtrace, and svatrace commands. It is recommended that you add and save all three trace levels when you troubleshoot Spectrum issues.

  • Remove Tracing—In order to remove tracing, use the cxtrace, ccrttrace, and catrace commands; use with /all. Example cxtrace usage is >>cxtrace /all. It is always better to remove tracing upon completion of troubleshooting.

  • Ems logs—With all tracing, you should increase the EmsLogFileMax and EmsAllLogFilesMax settings in regedt32. The path to these values is:

    HkeyLocalMachine\Software\Geotel\ICM\custid\PGxx\EMS\CurrentVersion\
      Library\Processes\processid

    Note: This value is displayed over two lines due to space limitations.

Procmon in ICM 4.0 and Later

  • You can use procmon to turn up tracing on the PIM, MIS, and CTISVR processes.

    Syntax—procmon custid nodeid processname. Example usage is procmon bt pg1a pim1.

  • In order to access help for Procmon, type mhelp at the >> prompt; for example, >> mhelp.

  • Tracing—The ltrace command displays all the available tracing options. Apply Transaction Link tracing (sxtrace) by typing trace xact* at the >> prompt. Apply Agent tracing with the trace spectrum* command.

Related Information

Updated: Nov 02, 2006
Document ID: 20422