Cisco Unified Intelligent Contact Management Enterprise

Introduction

This document describes why the Enterprise Agent Peripheral Interface Manager (EAGTPIM) on a Peripheral Gateway (PG) may not go active in an IP Call Center (IPCC) environment and how to troubleshoot the problem.

Before You Begin

Conventions

For more information on document conventions, see the Cisco Technical Tips Conventions.

Prerequisites

Readers of this document should be knowledgeable of the following:

• Cisco IPCC

• Cisco CallManager

• Java Telephony Application Programming Interface (JTapi) Gateway

• Cisco Intelligent Contact Management (ICM)

Components Used

The information in this document is based on the software and hardware versions below.

• Cisco CallManager 3.1 (2c) or later

• Cisco JTapi Client 1.2 (1.12) or later

• Cisco ICM version 4.6.2 or later

The information presented in this document was created from devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If you are working in a live network, ensure that you understand the potential impact of any command before using it.

Identify the Problem

In the event the PIM does not become active, view the JTapi Gateway (JGWx) process. The status bar of the EAGTPIM displays if the PIM is Active. If the PIM does not become active, view the JTapi process window on the PG or use the Dumplog Utility to view the JTapi Gateway process log. The following is an example of the error message indicating the JTapi Gateway process cannot create an active session to the CallManager using the specified login and password.

15:30:32 pg2A-jgw1 Initializing Event Management System
  (EMS) Library. 
15:30:32 pg2A-jgw1 Trace: EMS Server pipe lab7\PG2A\jgw1EMSPipe 
  enabled for lab7\PG2A\jgw1 
15:30:32 pg2A-jgw1 Initializing Node Manager Library. 
15:30:32 pg2A-jgw1 Trace: Monitor Server pipe lab7\PG2A\jgw1CmdPipe
  enabled for lab7\PG2A\jgw1 
15:30:32 pg2A-jgw1 Trace: Successfully write  value in the key 
<SOFTWARE\GEOTEL\ICR\lab7\PG2A\PG\CurrentVersion\JGWS\jgw1\JGWData\Config>. 
15:30:32 pg2A-jgw1 Trace: Successfully write  value in the key 
<SOFTWARE\GEOTEL\ICR\lab7\PG2A\PG\CurrentVersion\JGWS\jgw1\JGWData\Dynamic>. 
15:30:32 pg2A-jgw1 Trace: Configuring JTAPI Object 
15:30:32 pg2A-jgw1 Trace: Calling getJtapiPeer for peer: com.cisco.jtapi.
CiscoJtapiPeerImpl 
15:30:33 pg2A-jgw1 Trace: getJtapiPeer returned successfully.  JTapiPeer 
class name: com.cisco.jtapi.CiscoJtapiPeerImpl 
15:30:33 pg2A-jgw1 Trace: CiscoJtapiVersion: 1.2(1.12) Release 
15:30:33 pg2A-jgw1 Trace: BuildDescription: Release BuildNumber: 12
  RevisionNumber: 
1 MajorVersion: 1 MinorVersion: 2 
15:30:33 pg2A-jgw1 Trace: Use icmJavaLiz.zip to support Bravo 
  CallManager or above. 
15:30:33 pg2A-jgw1 Trace: Using CiscoSynchronousObserver interface. 
15:30:33 pg2A-jgw1 Trace: Initializing JTAPI TraceManager. 
15:30:33 pg2A-jgw1 Trace: Calling getProvider() 
  taclab7cm;login=PGUser;passwd=
<***edited***>
15:30:34 pg2A-jgw1 Trace: JtapiPeer.getProvider(): caught 
PlatformException(com.cisco.jtapi.PlatformExceptionImpl: 
  Unable to create provider -- bad login or password.)  Provider 
  could not be created. 
15:30:34 pg2A-jgw1 Trace: Message: Unable to create 
  provider -- bad login or password. 
15:30:54 pg2A-jgw1 Trace: Configuring JTAPI Object 
15:30:54 pg2A-jgw1 Trace: Calling getJtapiPeer for peer: com.cisco.jtapi.
CiscoJtapiPeerImpl

Solution

Complete the following steps to verify the User Name and Password:

1. From the Cisco CallManager Server, open the browser to the CallManager Administration page. For example: http://<servername>/CCMadmin/Main.asp where <servername> is the name of the CallManager Server.

   Figure 1: Cisco CallManager 3.1 Administration

   

2. Select User > Global Directory.

3. In the User field, click Search.

4. Double-click the last name of the user in question to see the User Information screen, as shown in Figure 2.

   Figure 2: Cisco CallManager 3.1 Administration -- User Information

   

   Note: The UserID and User Password fields are case sensitive.

5. Enter the User Password.

6. Re-enter the password in the space provided for Confirm Password, also case sensitive.

7. From the PG where the PIM does not become active, run setup from c:\icr\bin.

8. In setup, select the PG instance and Edit.

9. Click Next.

10. In the Peripheral Gateway Component Properties window, click Edit to display the Enterprise Agent Configuration (PIM1) window.

11. In the Enterprise Agent Configuration (PIM 1) window, verify the UserID and User Password are typed correctly, remembering that both are case sensitive. Ensure both match what is in steps 4 and 5 above.

    Figure 3: Enterprise Agent Configuration (PIM 1)

    

12. Continue setup and start services on the PG.

Verify Active PIM

View the JTapi process window on the PG for a successful login return. Alternately, you can use the Dumplog Utility to view the Jtapi process log. The following is an example of an active PIM.

15:43:42 pg2A-jgw1 Trace: EMS Server pipe lab7\PG2A\jgw1EMSPipe
  enabled for lab7\PG2A\jgw1 
15:43:42 pg2A-jgw1 Initializing Node Manager Library. 
15:43:42 pg2A-jgw1 Trace: Monitor Server pipe lab7\PG2A\jgw1CmdPipe 
  enabled for lab7\PG2A\jgw1 
15:43:42 pg2A-jgw1 Trace: Successfully write  value in the key 
<SOFTWARE\GEOTEL\ICR\lab7\PG2A\PG\CurrentVersion\JGWS\jgw1\JGWData\Config>. 
15:43:42 pg2A-jgw1 Trace: Successfully write  value in the key 
<SOFTWARE\GEOTEL\ICR\lab7\PG2A\PG\CurrentVersion\JGWS\jgw1\JGWData\Dynamic>. 
15:43:42 pg2A-jgw1 Trace: Configuring JTAPI Object 
15:43:42 pg2A-jgw1 Trace: Calling getJtapiPeer for peer: com.cisco.jtapi.
CiscoJtapiPeerImpl 
15:43:43 pg2A-jgw1 Trace: getJtapiPeer returned successfully.  JTapiPeer 
class name: com.cisco.jtapi.CiscoJtapiPeerImpl 
15:43:43 pg2A-jgw1 Trace: CiscoJtapiVersion: 1.2(1.12) Release 
15:43:43 pg2A-jgw1 Trace: BuildDescription: Release BuildNumber: 12 
  RevisionNumber: 
1 MajorVersion: 1 MinorVersion: 2 
15:43:43 pg2A-jgw1 Trace: Use icmJavaLiz.zip to support Bravo 
  CallManager or above. 
15:43:43 pg2A-jgw1 Trace: Using CiscoSynchronousObserver interface. 
15:43:43 pg2A-jgw1 Trace: Initializing JTAPI TraceManager. 
15:43:43 pg2A-jgw1 Trace: Calling getProvider() 
  taclab7cm;login=PGUser;passwd=<***edited***>
15:43:43 pg2A-jgw1 Trace: Returned successfully from getProvider() 
15:43:43 pg2A-jgw1 Trace: disableAll() TraceManager for CTICLIENT 
15:43:43 pg2A-jgw1 Trace: ProvOutOfServiceEv 
15:43:43 pg2A-jgw1 Trace: Waiting for the provider to be in service 
15:43:43 pg2A-jgw1 Trace: ProvInServiceEv 
15:43:43 pg2A-jgw1 Trace: Provider is in service 
15:43:43 pg2A-jgw1 Trace: Creating Instruments for 1 addresses 
15:43:43 pg2A-jgw1 Trace: JTapiServer: Wait for adding CallObservers
  to  1 addresses 
15:43:43 pg2A-jgw1 Trace: JTapiObj: Adding CallObservers to 1 addresses 
15:43:44 pg2A-jgw1 Trace: JTapiServer: Complete waiting for 
  adding CallObservers to 1 addresses 
15:43:44 pg2A-jgw1 Trace: Successfully configured JTAPI Object. 
15:43:44 pg2A-jgw1 Trace: Creating server socket on port 40029 to 
  listen for PIM connections. 
15:44:04 pg2A-jgw1 Trace: PIMServer: Accepted connection from 
  taclab7pg1a/10.84.102.42 
15:44:05 pg2A-jgw1 Trace: MsgOpenReq:  InvID: 2388125 Ver: 2 
  IdleTimeout: 80000 
15:44:05 pg2A-jgw1 Trace: Initializing PIM Connection 
15:44:05 pg2A-jgw1 Trace: Successfully initialized PIM Connection. 
15:44:05 pg2A-jgw1 Trace: MsgOpenConf:  InvID: 2388125

Related Information

• How to Use the Dumplog Utility
• Using the OPC Test Command Line Utility
• Technical Support & Documentation - Cisco Systems