Bulk Administration Tool User Guide, Release 4.1(1)
Troubleshooting BAT and TAPS
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Troubleshooting BAT and TAPS

Table Of Contents

Troubleshooting BAT and TAPS

BAT Log Files

Viewing BAT Log Files

Troubleshooting BAT

Troubleshooting TAPS

Java TAPS Exceptions

Troubleshooting TAPS on the Cisco IP IVR/IP AA Server


Troubleshooting BAT and TAPS


These section describe problems you may encounter when using BAT or TAPS, provides the error messages, and suggests actions to help you resolve the problems.

Related Topics

BAT Log Files

Troubleshooting BAT

Troubleshooting TAPS

Troubleshooting TAPS on the Cisco IP IVR/IP AA Server

Java TAPS Exceptions

BAT Log Files

BAT generates log files for each bulk transaction and stores them on the Publisher database server in the following location: C:\CiscoWebs\BAT\logfiles\.

The log file also shows the key value of a record, so the administrator may re-examine the record. The MAC address of the phone serves as the key value when adding, updating, or modifying phones. When users are added, the User ID serves as the key value.

View Log File displays the summary view for the bulk transaction as well as the detail view for the failures.


Caution Do not click the mouse button while a transaction is processing. Doing so prevents the log file or status messages from displaying.

Viewing BAT Log Files

To view the log file for the bulk operation, select View Log File on the BAT interface or go to the following location:

C:\CiscoWebs\BAT\LogFile directory.


Note The log file names designate the operation performed and the time the operation ended.


The timestamp format for the log file name is mmddyyyyhhmmss.

Table 1 shows examples of commands and log file names.

Table 1 Log File Names

Command
Log File Name
Example

Insert

File1#TimeStamp.log

File1#05022000133431

Update

UpdatePhone#TimeStamp.log

UpdatePhone#05022000133431

Delete

DeletePhone#TimeStamp.log

DeletePhone#05022000133431


Troubleshooting BAT

The following list describes some scenarios that could occur, and provides possible resolutions.

Symptom    Failure details show on log file.

Explanation    The message shows the MAC address or dummy MAC address for phones, or the User ID for users.

Action Open the file <ModifiedDataFileName>#TimeStamp.dat in Notepad and look for an error in one of the records. Access the log files in the C:\CiscoWebs\BAT\LogFile folder on the Publisher database server.

Symptom    The page cannot be displayed.

Explanation    Message can occur because of an unexpected termination of IIS Administrative service.

Action This is a display problem only. The process continues in the background. You can refer to the log file for transaction details.

Symptom    Stop BAT does not work.

Explanation    You have tried stopping BAT using the instructions in Stopping BAT, page 1-8, but it is not working.

Action Close other applications and processes that are running on your system and try again.

Symptom    Data files (CSV) format does not match Phone Template/Sample File.

Explanation    The number of lines on the data file should exactly match the number of lines configured in the Phone Template, but do not. For example, the phone template has four lines, and, of these, Lines 1, 3, and 4 are configured. Phone data file should be used (in all the cases, there should be three fields)

1111,3333,4444 results in Line1-1111 Line2-None Line3-3333 Line4-4444

Action View the phone template files stored as a file on the server to look for a deleted record (such as location or line number).

Symptom    Errors occur when using the dummy MAC address option.

Explanation    Errors occur in the records for the dummy MAC addresses.

Action To map this to the records that actually had the problem, you can see another generated file with the name <ModifiedDataFileName>#<TimeStamp>.dat that shows the actual record with dummy MAC address. Access this file in the ...\BAT\LogFiles folder.

Symptom    The Call Pickup Group entered does not exist.

Explanation    You are attempting to add or update a record using a call pickup group that is not configured in the system.

Action Click Application > Cisco CallManager Administration and configure the call pickup group. You can then return to BAT, use the newly configured call pickup group, and proceed with the bulk transaction.

Symptom    Route partition for the call pickup group must be a member of the calling search space for that line.

Explanation    The route partition used in the call pickup group is not part of the calling search space for the line.

Action Click Application > Cisco CallManager and configure the calling search space with the appropriate route pattern. You can then return to BAT, use the updated call pickup group, and proceed with the bulk transaction.

Symptom    Load information cannot be set for CYI ports.

Explanation    CTI ports do not require load information.

Action Click Configure > Template > Phone and select the phone template you used for the transaction.

Symptom    The location entered does not exist.

Explanation    The location you are attempting to use does not exist in the system. Check your spelling and try again or add the location to Cisco CallManager.

Action Click Application > Cisco CallManager and configure the location. You can then return to BAT, use the new location, and proceed with the bulk transaction.

Symptom    The User ID already exists.

Explanation    The User ID you are attempting to add or update already has a user assigned to it, or you have added or updated using the same file as a previous transaction.

Action Click Application > Cisco CallManager and verify whether the user ID is correctly or incorrectly assigned. If incorrect, delete the user and return to BAT to start the bulk transaction again.

Symptom    .The Manager entered does not exist.

Explanation    You are trying to use a User ID for a Manager that does not exist.

Action Click Application > Cisco CallManager and verify whether the User ID of the Manager exists. If it does not exist, either use the User ID of an existing user, or insert the Manager's User ID in Cisco CallManager Administration or via BAT, and rerun the bulk transaction.

Symptom    .Couldn't create user object. Check if DC Directory is running.

Explanation    DC Directory is not running or it returned an error.

Action Click Start > Programs > Administrative Tools > Services and check whether the service "DC Directory Server" is running. If it is not, start the service and return to BAT to proceed with the bulk transaction.

Troubleshooting TAPS

The following conditions may occur while running TAPS on the Publisher database server or on the Cisco IP IVR/IP AA server. Actions provided allow TAPS to properly execute.

Java TAPS Exceptions

After starting the RMI registry and running Java TAPS using the command taps, you may encounter the following exceptions:

Symptom    Security exception

Explanation    Exception occurs because a policy file is not found for this user. The policytool.exe program, a Java application, allows you to manage policy files. A policy file contains a list of permissions that are associated with various sources of code. To allow an applet (or an application running under a security manager) to perform secured actions (such as reading or writing a file), the applet (or application) must be granted permission for that particular action. In the default policy implementation, a grant entry in a policy configuration file must grant that permission.

Action Perform the following steps to correct this problem.


Step 1 Run the policy tool by double-clicking on the file policytool.exe that can be found in the following location: C:\Program Files\JavaSoft\JRE\1.2\bin directory\.

Step 2 Grant all permissions.

Step 3 Save the file in C:\Documents and Settings\Administrator\Java.policy.


Note In Step 3, there is a dot (.) before Java.policy


Step 4 Exit the policy tool.


Symptom    Already bound exception

Explanation    Exception occurs because the TAPSCCM.txt file is trying to use a port that is already in use. TAPS runs on port number 9050 on the Cisco CallManager server.

Action Perform the following steps to change the port number in the TAPSCCM.txt file to a port that is not in use and copy the file to the Applications server.


Step 1 Open the file TAPSCCM.txt that can be found in the following location: C:\CiscoWebs\BAT\TAPS\.


Note If the default path was changed during the TAPS install, locate this file in the path where TAPS is installed.


Step 2 For portno: Enter a port number not currently in use.

Step 3 Save the file.

Step 4 Enter taps.


Note If any change is made to the TAPSCCM.txt file in the Cisco IP IVR/IP AA server, copy the C:\TAPS directory in the Cisco IP IVR/IP AA server and continue with the following steps.


Step 5 Open taps.bat installed in the folder where TAPS is installed on the server running the Publisher database for Cisco CallManager.

Step 6 Right click and choose Edit.

Step 7 Change the port number.

Step 8 Save the file.

Step 9 Enter taps.


Symptom    Class not found

Explanation    Message occurs because the class path is not located where TAPS is installed.

Action Change the CLASSPATH to point to C:\TAPS in the system environment variable.

Symptom    File not found

Explanation    Message occurs because the java.exe is not found.

Action Perform the following steps to correct this problem.


Step 1 Change the path to C:\CiscoWebs\BAT\TAPS\bin in the system "Path" variable on the Cisco CallManager server.

Step 2 Run java TAPS.


Troubleshooting TAPS on the Cisco IP IVR/IP AA Server

You may receive the following messages while running TAPS on the Cisco IP IVR/IP AA server.

Symptom    When the IP IVR/IP AA server starts, the JTAPI subsystem shows partial service or out of service

Explanation    Message occurs because of configuration problems in the Cisco CallManager.

Action Perform the following steps to correct this problem.


Step 1 Verify that Cisco CallManager started.

Step 2 Make sure JTAPI is properly configured on the Cisco IP IVR/IP AA server.

Step 3 Make sure the Route Points and CTI ports are properly configured on the Cisco CallManager.

Step 4 Verify that the directory numbers of the CTI ports are consecutive.

Step 5 Verify that the ports and the route point are associated to the user in the Cisco CallManager user configuration.

Step 6 Make sure Cisco CallManager is running properly.


Symptom    The workflow does not start properly

Explanation    Message occurs when a wrong path is set for CLASSPATH.

Action Set the CLASSPATH to C:\TAPS.

Symptom    Preprocess exception

Explanation    Cisco IP IVR/IP AA server trace file shows "Preprocess exception" for TAPS.aef.

Action Perform the following steps to correct this problem.


Step 1 Open the file TAPS.aef that can be found at the following location: C:\Program Files\wfavvid\.

Step 2 Click Tools > Validate.

Step 3 Save TAPS workflow.

Step 4 Close TAPS workflow.

Step 5 Delete TAPS.aef from the repository manager.

Step 6 Upload TAPS.aef from C:\Program Files\wfavvid\.

Step 7 Restart the IP IVR/IP AA engine.


If you have problems after restarting IP IVR/IP AA, check the CLASSPATH on the IP IVR/IP AA server and append C:\TAPS to the IP IVR/IP AA server.

Symptom    Provider exception

Explanation    Trace file of the IP IVR/IP AA server shows this error.

Action Make sure the Cisco CallManager service is running on the Cisco CallManager server.