This document explains how to update the version of Java Telephony API
(JTAPI) client that is used to communicate between a Cisco CallManager,
Customer Response Solutions (CRS) Server, and Cisco Agent Desktop within Cisco
IP Contact Center (IPCC) Express. Prior to IPCC Express version 3.03a, it is
required that each agent connects to the Cisco CallManager and download the
JTAPI plug-in locally to the desktop, and then execute the upgrade. With CRS
version 3.03a and later, a JTAPI Update tool is provided that is run from the
CRS Server that updates all agent desktops.
Cisco recommends that you have knowledge of these topics:
Cisco CRS Administration
The information in this document is based on Cisco IPCC Express version
3.1 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.
Technical Tips Conventions for more information on document
In a Cisco CRS environment, if there are any changes made to the Cisco
CallManager (such as the application of any Service Pack(s) or engineering
specials), it is necessary to verify the version of the JTAPI client on both
the CRS Server and the Cisco CallManager are the same. If the JTAPI client(s)
are different, several problems can arise. Typical problems are dropped calls,
the agent state is wrong, or agents cannot log in.
Note: Run the jview command on both the Cisco
CallManager and the CRS Server to determine the JTAPI client version.
Figure 1: JTAPI Client Version
The JTAPI Client Update tool allows you to update the JTAPI client on
the Cisco Customer Response Applications (CRA) Server and Cisco Agent Desktop
to the same JTAPI client version used by Cisco CallManager.
Complete these steps in order to upgrade the agent desktop JTAPI
version for all agents at once:
On the CRA Server, select Start >
Programs > Cisco CRA Administrator >
JTAPI Update Tool.
Figure 2: Open JTAPI Update Tool
On the "Welcome to the JTAPI Client Update Wizard" window, click
Next to proceed with the Wizard (Figure
Figure 3: Welcome to the JTAPI Client Update
This window shows the versions of
JTAPI Client software that is used by the CRA Server and Cisco
Note: If the versions displayed are the same, click
Figure 4: JTAPI Update Not Required
If the versions are different, ensure that the Update JTAPI
for Agent Desktop clients option is checked.
Click Next. A window opens that indicates that
JTAPI has finished with the updates.
Restart the CRA Engine for the update to take effect by either of
Choose System > Engine from
the CRA Administration menu.
Click Stop Engine.
When the CRA Engine has stopped, click Start
Log off and then on all agents in order to have the latest JTAPI
information from the
Note: On the CRS server, if you receive the error message
The Update Utility is unable to connect to the LDAP. Please
check connection to LDAP and re-run update utility, you need to
check the binding order of the NICs on your IPCC Express server. Unless you use
SPAN-based monitoring, you should have only one NIC enabled. In Windows network
settings where you select the binding order, make sure this active NIC is
listed first. If you change the NIC binding order, after you restart the server
you must once again run the PostInstall.exe file located at