With some new installations of Cisco IP Contact Center (IPCC), the Java Telephony Application Programming Interface (JTAPI) Gateway (JGW1) and the Peripheral Interface Manager (PIM) become active, but calls are not routed. This document describes one reason that this issue can occur and how to identify and correct the problem.
Cisco recommends that you have knowledge of these topics:
Cisco Intelligent Contact Management (ICM)
The information in this document is based on these software and hardware versions:
Cisco CallManager version 3.1 and later
ICM version 4.6.2 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.
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No calls are routed after a new installation of IPCC, but the JGW1 and PIM are active. This issue might occur because the Cisco CallManager service is not running.
On Cisco CallManager 3.1 and later, the JGW1 on the Peripheral Gateway (PG) connects to the Computer Telephony Integration (CTI) Manager for CallManager. Be sure that the CallManager service is running. The PIM activates, even though the CallManager service is offline. In order to determine if the CallManager process is running, complete these steps:
Log in to Cisco CallManager.
Choose Cisco CallManager Serviceability.
Choose Control Center.
The Control Center web page appears:
View the service status in order to determine if Cisco CallManager is running. If the service is not running, click Start.
Few agents are logged out, and JGW logs show this error:
Thread: ThreadAddressManager has uncaught Exception The uncaught exception is java.lang.OutOfMemoryError
Open the Registry Editor, and locate this key:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance_name>\PG<side_no>A\PG\CurrentVersion\JGWS\jgw1\JGWData\Config
Change the JavaRuntimeOptions value from -Xms32m -Xmx256m -Xss512k to -Xms256m -Xmx512m -Xss512k.
Use ICM Service Control to restart the PG (Peripheral Gateway).
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