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Cisco Unified Intelligent Contact Management Enterprise

The Cisco ICM rttest Utility

Cisco - The Cisco ICM rttest Utility

Document ID: 20428

Updated: Nov 08, 2004

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Introduction

This document describes the Cisco Intelligent Contact Management (ICM) rttest utility, which allows you to view and set various parameters on an ICM Call Router. You can run the rttest utility in one of three ways:

  • From a command prompt directly on one of the Cisco ICM Call Router nodes

  • From a Telnet session into one of the Cisco ICM Call Router nodes

  • From a command prompt using pcAnywhere to one of the Cisco ICM Call Router nodes

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco ICM

  • TCP/IP Telnet Utility

  • Symantec pcAnywhere

Components Used

The information in this document is based on these software and hardware versions:

  • All Cisco ICM versions

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.

How to Run and Interpret rttest

Type rttest at a command prompt followed by /help or /?. This gives you a syntax usage statement. For example:

c:\icr\cicr1\ra\logfiles>rttest /?
Version: Release 4.0, Build 04624
Usage: rttest [/f InputFile] [/system SystemName]
[/cust Customer]
[/node ICRNode] [/pipe OutputPipe] [/debug] [/stop] [/help] [/?]

The command line options required to invoke rttest are:

/cust Customer Where Customer is a three-, four-, or five-letter acronym signifying the ICM customer instance. Refer to ICM Server Naming Conventions.
/node ICRNode Where ICRNode is either routera or routerb, depending on the router rttest to run. Refer to ICM Server Naming Conventions.

  1. Once rttest is running, enter a ? or help at the rttest prompt to list all available rttest commands.

  2. If the rttest command is run, you can quickly get a real time status of the entire ICM system.

  3. At the rttest prompt, type status.

  4. Press Enter at the rttest prompt.

  5. The status directive returns the current state of each ICM central site process, ICM Peripheral Gateway (PG) server, and third-party automatic call distributor (ACD) and Voice Response Unit (VRU) peripheral.

    c:\> rttest /cust csco /node routera
    rttest:
    rttest: status
    Router Version: Release 2.5 (service pack 2), Build 03134
    Release Date:   12/23/98 13:30:08
    Current Time:   03/17 16:00:42
    Local Time:     03/17 11:00:42 (-5.0 hr)
    Router Up:      02/21 01:01:45 (24.6 day)
    Router Sync:    03/11 11:06:20 (6.2 day) (A->B)
Process LastStateChange LastHeartBeat
A agi
A cic
A csfs OK M- 03/06 11:10:20 (11.2 day)
A dba OK MH 03/06 11:10:20 (11.2 day) 03/17 16:00:12 (30 sec)
A dbw
A lgr OK MH 03/06 11:10:20 (11.2 day) 03/17 16:00:17 (25 sec)
A rcv OK M- 03/06 11:10:20 (11.2 day)
A rtr OK MH 03/06 11:10:20 (11.2 day) 03/17 16:00:15 (27 sec)
A rts OK MH 03/06 11:10:20 (11.2 day) 03/17 16:00:19 (23 sec)
A tsyr OK M- 03/06 11:10:20 (11.2 day)
B agi
B cic
B csfs OK M- 03/11 11:08:34 (6.2 day)
B dba OK MH 03/11 11:07:02 (6.2 day) 03/17 16:00:38 (4 sec)
B dbw
B lgr OK MH 03/11 11:08:36 (6.2 day) 03/17 16:00:17 (25 sec)
B rcv OK M- 03/11 11:08:35 (6.2 day)
B rtr OK MH 03/11 11:07:03 (6.2 day) 03/17 16:00:15 (27 sec)
B rts OK MH 03/11 11:07:02 (6.2 day) 03/17 16:00:29 (13 sec)
B tsyr OK M- 03/11 11:07:02 (6.2 day)

Controller LastStateChange LastHeartBeat
ATT_NIC_1,128 CFO 03/06 11:10:22 (11.2 day) 03/17 16:00:39 (3 sec)
ATT_NIC_2,129 CFO 03/11 11:07:05 (6.2 day) 03/17 16:00:34 (8 sec)
CA_PG9,9 CFO 03/17 04:42:31 (11.3 hr) 03/17 16:00:31 (11 sec)
FL_PG7,7 CFO 03/11 10:30:16 (6.2 day) 03/17 16:00:32 (10 sec)
GA_PG6,6 CFO 03/12 10:50:43 (5.2 day) 03/17 16:00:29 (13 sec)
IA_PG5,5 CFO 03/11 11:29:27 (6.1 day) 03/17 16:00:32 (10 sec)
NY_PG3,3 CFO 03/11 16:31:36 (5.9 day) 03/17 16:00:38 (4 sec)
TX_PG4,4 CFO 03/11 16:33:37 (5.9 day) 03/17 16:00:38 (4 sec)
VA_PG1,1 CFO 03/13 22:18:32 (3.7 day) 03/17 16:00:33 (9 sec)
VB_PG2,2 CFO 03/16 23:31:31 (16.4 hr) 03/17 16:00:32 (10 sec)

Peripheral LastStateChange LastHeardFrom
CA_PG9 COS 03/17 04:42:38 (11.3 hr) 03/17 16:00:40 (2 sec)
FL_PG7 COS 03/11 10:30:18 (6.2 day) 03/17 16:00:40 (2 sec)
GA_PG6 COS 03/16 06:21:18 (33.6 hr) 03/17 16:00:41 (1 sec)
IA_PG5 COS 03/11 11:29:30 (6.1 day) 03/17 16:00:40 (2 sec)
NY_PG3 COS 03/11 16:31:42 (5.9 day) 03/17 16:00:41 (1 sec)
TX_PG4 COS 03/11 16:37:53 (5.9 day) 03/17 16:00:34 (8 sec)
VA_PG1 COS 03/13 22:18:40 (3.7 day) 03/17 16:00:41 (1 sec)
VB_PG2 COS 03/16 23:31:33 (16.4 hr) 03/17 16:00:41 (1 sec)

The three main sections of the status output are Process, Controller, and Peripheral.

The first section, labeled Process in the first column of the status output, shows the status of each ICM central site process. One ICM central site consists of an ICM Call Router and an ICM database logger. In most cases, there are two ICM central sites - sideA and sideB for redundancy.

First, general information is displayed such as Router version and the build date. Then, these additional statistics are displayed:

Current Time This is Coordinated Universal Time (UTC). Most telecommunications equipment uses UTC time as a common time reference.
Local Time This is ICM local time, as determined by time zone settings on the Cisco ICM Call Router.
Router Up This is how long the Cisco ICM Call Router function has been up and running.
Router Sync This shows which side of the Cisco ICM Call Router last sent a state transfer to the other side.

Next is process status, divided into three columns: Process, LastStateChange, and LastHeartbeat. Process is the ICM central site process.

LastStateChange contains several fields:

OK Signifies the process is running fine.
M Signifies the Cisco proprietary Message Delivery Service (MDS) protocol is used to keep the process synchronized.
H Signifies the process sends and receives internal heartbeat messages using the MDS protocol.
Date Current date.
Time Current local time.
Up-Time Displayed in parenthesis, this is the length of time the process has been in the current state.
LastHeartBeat If the process sends and receives MDS heartbeats, this value is the timestamp of the last heartbeat sent or received by the process.

The second section, labeled Controller in the first column of the status output, shows the status of Cisco ICM PG servers.

Controller is the name of the controller (ICM PG) as defined in ICM Config Manager.

LastStateChange contains several fields:

C Signifies the ICM PG server has successfully downloaded a configuration from the ICM Call Router.
F Signifies the ICM PG is fully configured and the configuration is valid.
O Signifies the ICM PG is online and communicates with the ICM Call Router.
Date Current date.
Time Current local time.
Up-Time Displayed in parenthesis, this is the length of time the process has been in the current state.

The third section, labeled Peripheral in column 1, shows the status for third-party peripherals such as ACD and VRU devices.

Peripheral is the name of the peripheral (ACD or VRU) as defined in Configure ICR.

LastStateChange contains several fields:

C Signifies the peripheral is configured correctly to communicate with the ICM PG.
O Signifies the peripheral is online, for example, communications have been established with the ICM PG.
S Signifies that the peripheral is in service, for example, agent and call data are sent to the ICM PG.
Date Current date.
Time Current local time.
Up-Time Displayed in parenthesis, this is the length of time the process has been in the current state.
LastHeardFrom The date, time, and length of time since the peripheral last sent valid data to the ICM PG.

Turning up ICM Call Router Tracing with rttest

You can enable specific trace levels within rttest if the debug command is issued, followed by one or more trace options. Respective trace entries can then be viewed in router logs.

For example, if the debug /route command is issued from within rttest, tracing is turned on. This shows:

  • Dialed Number (DN)

  • Automatic Number Identification (ANI)

  • Caller Entered Digits (CED), if any

  • ICM routing label returned to the carrier network

In order to see all possibilities for rttest /debug, at the rttest prompt, issue the debug /? command as shown:

rttest: debug /?
Usage: debug_control [/realtime] [/5minute]
[/agent] [/config] [/route]
[/halfhour] [/rcmeter] [/expr] [/select] [/dupadd]
[/failpgerror] [/symbol] [/tranroute] [/datain]
[/delivery] [/cic] [/admin] [/pervarsumm] [/pervardetail]
[/expform] [/vru] [/callq] [/activepath] [/all] [/help]
[/?]

All ICM processes write some default level tracing to log files that can be viewed with the dumplog utility. For more information, refer to How to Use the Dumplog Utility.

Note:

  • When specific trace levels are enabled, corresponding details are written to router log files in the logfile directory.

  • Default individual log file size is 99k.

  • Default aggregate log file size is 600k.

  • If router tracing is turned too high, individual log files wrap quickly - potentially within a minute - if call volume is high.

    • In this case, not much data can be captured because the time span is very small.

    • In order to get around this, router log file capacities can be increased if a few Microsoft Windows NT registry settings are altered.

Note: Make sure there is enough disk space available before you increase log file capacities.

In order to enter the Windows NT registry:

  1. From a command prompt, issue the regedt32 command.

  2. After the available disk space is checked, these two registry settings can be changed to allow for larger router log files:

Note: The values are displayed in hexadecimal by default. Click the Decimal radio button to see the base 10 value.

\\.\software\geotel\icr\csco\routera\ems\currentversion\library\
  processes\rtr\EMSAllLogFilesMax 
\\.\software\geotel\icr\csco\routera\ems\currentversion\library\processes\
  rtr\EMSLogFileMax

Note: These values are displayed on multiple lines due to space limitations.

The first parameter, EMSAllLogFilesMax, specifies the maximum amount of disk space the router allocates for all log files combined.

The second parameter, EMSLogFileMax, specifies the maximum size that the router allocates to each log file. For example, if you set EMSAllLogFilesMax to 20 mg, and EMSLogFileMax to 2 mg, the router eventually creates no more than 10 files, each being no more than 2 mg in size.

Turn Off Debug Tracing in rttest

When you have viewed router logs, it is good practice to disable all tracing that was added for troubleshooting purposes.

This is accomplished with the /noall directive in the rttest command, as shown:

c:\icr\cd\ra\logfiles>rttest /cust cd /node routera
RTTEST Release 4.0 service pack 3, Build 04959

rttest: debug /noall

End an rttest Session

It is very important that you quit your rttest session when finished. If too many rttest sessions are left running in the background, system resources are drained and call routing is adversely affected.

rttest: quit

Related Information

Updated: Nov 08, 2004
Document ID: 20428