Cisco Unified Intelligent Contact Management Enterprise

Document ID: 42042

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Related Information

Introduction

This document helps you determine when a Peripheral Interface Manager (PIM) is off line in a Cisco Intelligent Contact Management (ICM) environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• ICM

• How to Use the Dumplog Utility

• Using the OPCTest Command-Line Utility

Components Used

The information in this document is based on 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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

In order to identify whether a PIM has gone off line, you must use the dumplog utility in conjunction with the opctest tool. Some common symptoms that the ICM PIM has gone off line include:

• The ICM system is default routing.

• Contact center agents do not receive ICM routed calls.

• Calls flood other contact center sites.

• ICM reports and real-time monitoring tools show blank results.

• Monitoring applications show that peripheral and/or routing is off line.

Determine the PG Status with the opctest Tool

Complete these steps on a Peripheral Gateway (PG) for the PIM in question:

1. Choose Start > Run.

2. In the Run dialog box, enter cmd in order to open a command window.

3. In the command window, enter:

   c:\opctest/cust cust_inst/node cust_icm_node
   
   

   Note:  cust_inst represents the customer instance name, and cust_icm_node represents the PG number and side. An example is PG5A.

   Note: Refer to Cisco ICM Server Naming Conventions.

   The opctest command prompt displays.

4. Enter status at the prompt.

   This output displays:

   

   Note: For additional information about this output, refer to Using the OPCTest Command-Line Utility.

The PIM State shows the status of the PG. In the output, this line can display:

1 A PIM_ACTIVE PR 03/03 16:45:25 (10.6 day) 03/13 08:03:55 (2 sec)

You see this line of output if either of these lines display:

1 A PIM_IDLE 03/13 16:45:25 (10.6 day) 03/13 08:03:55 (2 sec)

or

1 A ? 03/13 16:45:25 (10.6 day) 03/13 08:03:55 (2 sec)

Note: For additional information, refer to Using the OPCTest Command-Line Utility.

This output indicates that the PIM is not in an ACTIVE state, but is OFFLINE. This status can result if the PIM has difficulty with a successful connection and registration with the designated peripheral.

Note: This status can be normal because PGs are duplexed.

Determine the PG Status with the dumplog Utility

Complete these steps on a PG for the PIM in question:

1. Choose Start > Run.

2. In the Run dialog box, enter cmd in order to open a command window.

3. In order to get to the log file directory, enter:

   c:\cdlog cust_inst node
   
   

   Note:  cust_inst refers to the naming convention that you have created for this installation. An example is -csco. node refers to the ICM machine on which you work. Examples include -pg1a, lgra, and rtra.

   This action brings you to this path:

   c:\icm\cust_inst\PG#X\logfile

4. Issue this command in order to dump the contents of the last PIM log file that the process wrote:

   dumplog pim1 /last

   Note: For more information, refer to How to Use the Dumplog Utility.

   This command displays the contents to the screen:

   dumplog pim1 /last /of

   Note: For more information, refer to How to Use the Dumplog Utility.

   The action saves the contents to a text file. The text file is written to the current directory.

After the dump of a particular log file into text format, you can search specific strings of significant meaning. Use this command in order to perform the search:

c:\findstr Initializing pim1.txt

For more information, refer to How to Use the findstr Command.

If you dump the PIM log to the screen, this command helps you search through the logs for a match before the display:

c:\dumplog pim1 /last /m "Initializing"

For example, this line is always the first line of text whenever any ICM process starts:

Initializing Event Management System (EMS) Library.

If you find this string in the PIM logs, you know that the PIM process started after a period during which the PIM was off line. This search is the easiest way to use the log files in order to determine if a PIM is off line. Usually, you can identify the reason for the PIM failure if you review the log entries that display before this string.

Solution

If you use these tools and utilities and still cannot identify the reason that the PIM is off line, contact Cisco Technical Support.

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Related Information

• How to Use the Dumplog Utility
• Using the OPCTest Command-Line Utility
• Cisco ICM Server Naming Conventions
• How to Use the findstr Command
• Technical Support & Documentation - Cisco Systems