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How to Determine Whether an ICM Aspect (aspevpim) PIM is Offline or Has Gone Offline

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Document ID: 42501


Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Introduction

This document addresses the Cisco Intelligent Contact Management (ICM) Peripheral Gateway (PG) with the Aspect Event Feed (aspevpim) Peripheral Interface Manager (PIM) type. This document is a follow-up to the document, How to Determine Whether a Cisco ICM PIM is Offline.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco ICM Release 4.6.2 and later

  • Aspect Event Feed ACD

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

This document helps you to determine whether the PG running aspevpim is offline or has gone offline.

Solution

The solution to theis problem described is explained in detail in this section.

This document helps to reference different tools and related documents that help you to determine whether the PG is offline.  The first thing to check is the physical status of the aspevpim process that is running on the PG.  The process window shows a status on the header. of the process window.  This statusIt looks similarlike to this:

Figure 1: PIM State

ICM-Aspect-PIMOffline-1.gif

This list defines the individual states, in reference to the image shown:

  • A—PIM is aActive and communicates with the Cisco ICM CallRouter and Aspect ACD.

  • I—PIM is idle. Services are most likely active on the other side of the duplexed PG or are trying to activate.

  • C—PIM is in the process of acquiring the active configuration from the Cisco ICM CallRouter and the Aspect ACD.

  • a/c—The PIM is either trying to activate or just entering the configuration mode.

Note: Offical state is not present unless PIM is either Active (A) or Idle (I).

Another way to check whether the PG is online or offline is to issue the OPCTest command. This tool provides real time status as to whether the PIM is active, and how long it has been in this state. If this command is issuedBy issuing the command from OPCTest, theyou get an output is similar to Figure 2.

Figure 2: OPCTest Output

ICM-Aspect-PIMOffline-2.gif

This displays what side of the PG is active and for how long. It also displays whether it is offline.

Make sure the Aspect ACD and Event Link can be pinged from the PG. There are several other ways to determine whether the PG is offline. You can runThese include running a peripheral status node in Script Editor or viewing a Peripheral_Real_Time report from Monitor ICM. Both of these methods can be performed from a Cisco ICM Administrative Workstation (AW).

Once you determine that aspevpim is offline, there are a few tools available to determine why. Here is a document that provides guidance for how to determineing the cause of this outage:

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Updated: Dec 29, 2005Document ID: 42501