Table Of Contents
Troubleshooting BAT and TAPS
BAT Log Files
Viewing BAT Log Files
Troubleshooting BAT
Troubleshooting TAPS on the Cisco CRA Server
Troubleshooting BAT and TAPS
This chapter describes problems that 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 on the Cisco CRA Server
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 reexamine 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.
Clicking View Latest Log File link displays the summary view for the bulk transaction as well as the detail view for the failures.
Caution Do not change screens 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, click View Latest Log File link on the BAT interface or go to the following location:
C:\CiscoWebs\BAT\LogFiles directory
Note The log file names designate the operation performed and the time that the operation ended.
The timestamp format for the log file name is mmddyyyyhhmmss.
Table 7-1 shows examples of commands and log file names.
Table 8-1 Log File Names
Command
|
Log File Name
|
Example
|
Insert
|
File1#TimeStamp.log (File1 stands for the name of the CSV file used for the insert command.)
|
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 Export to BAT Format button does not work in BAT.xlt file.
Explanation Clicking the Export to BAT Format button in the BAT.xlt file
does not appear to do anything.
Recommended Action Click a blank cell. The button can appear to be disabled
if the cursor is on the text in a cell or in the text box.
Symptom The page cannot be displayed.
Explanation Message can occur because of an unexpected termination of IIS
Administrative service.
Recommended Action This indicates a display problem only. The process
continues in the background. You can refer to the log file for transaction
details.
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 BAT phone template, but does not. For
example, the phone template has four lines, and, of these, Lines 1, 3, and 4 are
configured. You should use phone data file (in all the cases, there should be
three fields):
1111,3333,4444 results in Line1-1111 Line2-None Line3-3333 Line4-4444
Recommended Action Check the BAT phone template that you intend to use.
The number of lines specified on the CSV should exactly match the number of
lines configured in the BAT phone template. Also, the number of speed dials
specified in the CSV file should not exceed the maximum possible number of
speed dials for the BAT phone template that you plan to use.
Symptom Errors occur when the dummy MAC address option is used.
Explanation Errors occur in the records for the dummy MAC addresses.
Recommended Action To map this symptom to the records that actually had the
problem, you can see another generated file with the name <Modified +
DataFileName>#<TimeStamp>.dat that shows the actual record with dummy
MAC address. Access this file in the ...\BAT\LogFiles folder.
Symptom Null value for mandatory field <field name> is not allowed.
Explanation Error occurs for any mandatory field that has been left blank.
Recommended Action Specify a value for all mandatory fields.
Symptom Selected template does not contain DN details for directory number.
Explanation The VG200 template for FXS ports must specify a Gateway
Directory Number template when directory numbers have been specified in
the CSV file.
Recommended Action Specify a Gateway Directory Number template for FXS
endpoint identifier(s).
Symptom Partition details can be added only with corresponding directory
number.
Explanation You cannot leave the directory number field blank when a
partition has been specified.
Recommended Action Specify a directory number for each record with a
partition specified or delete the partition details from those rows that do not
have a directory number specified.
Symptom Port identifier contains invalid endpoint prefix.
Explanation The port identifier value contains an invalid endpoint prefix or has
not been configured in the BAT template. You must gunfighter port
identifier(s) in the BAT template before it can be specified in the CSV file. In
the CSV file, the first digit of the endpoint prefix can be either 0 or 1
(signifying either sub-unit 0 or sub-unit 1), followed by the port number, 01 to
24. Acceptable values include 001 through 024 (for sub-unit 0) or 101 through
124 (for sub-unit 1).
Recommended Action Correct the port identifier value in the CSV file or check
the BAT template to be sure that ports have been configured.
Symptom Port identifier contains invalid port number.
Explanation The last two digits of the port identifier represent the port number.
Port number must be between 01 and 24.
Recommended Action Correct the port number in the CSV file.
Symptom Port number not configured in the template.
Explanation Port number has been specified in the CSV file, but no
corresponding ports are configured in the BAT template.
Recommended Action In the BAT template, configure the ports that you have
specified in the CSV file.
Symptom Port data in record number n does not match the corresponding sample
file/number of lines and speed dials in chosen phone template.
Explanation The value in the specified record does not match the number of
lines or speed dials in the corresponding BAT phone template.
Recommended Action Check the BAT phone template to determine where the
mis-match between the CVS file and BAT template occurred, and then correct
the problem by adding or removing line details or speed dials in the CSV file
or configuring additional lines or speed dials in the BAT phone template.
Symptom MAC address values are not allowed in the file if dummy MAC address
values are desired.
Explanation The CSV file contains MAC addresses. You cannot provide
dummy MAC addresses when MAC addresses are present in any row in the
CSV file.
Recommended Action If you want to use dummy MAC addresses, create a new
CSV file that contains only those records for which you have not specified
MAC addresses. Alternatively, you can specify MAC addresses in the CSV file
and not check the Create Dummy MAC Address checkbox.
Symptom Directory number cannot be added without at least one MAC address.
Explanation You must provide a MAC address when a directory number has
been specified.
Recommended Action In the CSV file, specify a MAC address for each device
for which a directory number has been specified.
Symptom Same directory number cannot be assigned twice to a device in the same
partition.
Explanation On any one phone, two lines cannot share the same directory
number and partition.
Recommended Action In the CSV file, correct the record, so the same directory
number and partition combination is specified for only one line.
Symptom Couldn't create user object. Check if DC Directory is running.
Explanation DC Directory is not running, or it returned an error.
Recommended Action Choose 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 on the Cisco CRA Server
You may receive the following messages while running TAPS on the Cisco CRA server.
Symptom When the Cisco CRA server starts, the JTAPI subsystem shows partial
service or out of service
Explanation Message occurs because of configuration problems in the
Cisco CallManager.
Recommended Action Perform one or all of the following steps until the
problem has been corrected:
–Verify that Cisco CallManager started.
–Make sure JTAPI is properly configured on the Cisco CRA server.
–Make sure the Route Points and CTI ports are properly configured on the Cisco CallManager.
–Verify the Enable CTI Application Use check box is checked for the JTAPI user; you can verify this in the user page in Cisco CallManager Administration.
–Verify that the directory numbers of the CTI ports are consecutive.
–Verify that the ports and the route point are associated to the user in the Cisco CallManager user configuration.
–Make sure Cisco CallManager is running properly.
If JTAPI is still out of service after performing the preceding steps, open Cisco CallManager Administration and delete the CTI route point and CTI ports and users associated with Applications and TAPS. Then, reinstall Application and TAPS and use Cisco CallManager Administration to add the CTI route points, ports, and users again.
Symptom Installed Cisco TAPS service could not be started. For troubleshooting
refer to BAT online help. Aborting TAPS setup.
Explanation This error might occur while upgrading TAPS because TAPS
upgrade does not ask for the latest password.
Recommended Action The administrator should check whether Cisco TAPS
service can be started manually. If not, change the service log on and password
using Administrative Tools > Services > Cisco TAPS. Then try reinstalling
TAPS. If this does not help, uninstalls, then reinstall TAPS.
Symptom Preprocess exception
Explanation Cisco CRA server trace file shows "Preprocess exception" for
TAPS.aef.
Recommended Action Perform the following steps to correct this problem.
Procedure
Step 1 Open the file TAPS.aef that can be found at the following location: C:\Program Files\wfavvid\.
Step 2 Choose 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 Cisco CRA engine.
If you have problems after restarting Cisco CRA, check the CLASSPATH on the Cisco CRA server and append C:\TAPS to the Cisco CRA server.
Symptom Provider exception
Explanation Trace file of the Cisco CRA server shows this error.
Recommended Action Make sure the Cisco CallManager service is running on
the Cisco CallManager server.