With some new installations of Cisco IP Contact Center (IPCC), the Java
Telephony Application Programming Interface (JTAPI) Gateway (JGW1) and the
Peripheral Interface Manager (PIM) become active, but calls are not routed.
This document describes one reason that this issue can occur and how to
identify and correct the problem.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
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.
Technical Tips Conventions for more information on document
No calls are routed after a new installation of IPCC, but the JGW1 and
PIM are active. This issue might occur because the Cisco CallManager service is
On Cisco CallManager 3.1 and later, the JGW1 on the Peripheral Gateway
(PG) connects to the Computer Telephony Integration (CTI) Manager for
CallManager. Be sure that the CallManager service is running. The PIM
activates, even though the CallManager service is offline. In order to
determine if the CallManager process is running, complete these
Log in to Cisco CallManager.
Choose Cisco CallManager
Choose Control Center.
The Control Center web page appears:
View the service status in order to determine if Cisco CallManager
is running. If the service is not running, click
Few agents are logged out, and JGW logs show this error:
Thread: ThreadAddressManager has uncaught Exception The
uncaught exception is java.lang.OutOfMemoryError
This issue is documented in Cisco Bug ID
(registered customers only)
. In order to resolve this issue, complete these steps to increase the
initial size of the Java heap memory:
Open the Registry Editor, and locate this key:
Change the JavaRuntimeOptions value from -Xms32m -Xmx256m
-Xss512k to -Xms256m -Xmx512m
Use ICM Service Control to restart the PG (Peripheral