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How to Determine Whether a Cisco ICM vrupim is Offline or Has Gone Offline

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Document ID: 42505


Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
Related Information

Introduction

This document addresses the Cisco Intelligent Contact Management (ICM) Peripheral Gateway (PG) using the Interactive Voice Response Voice Response Unit (IVR/VRU) Peripheral Interface Manager (vrupim).

Note: This document is a follow-up to How to Determine Whether a Cisco ICM PIM is Offline.

Prerequisites

Requirements

Readers of this document should be knowledgeable of the following:

Components Used

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

  • Cisco ICM Release 4.5.x and later

  • IVR/VRU

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

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

Problem

How to determine whether your PG that runs vrupim is offline or has gone offline.

Solution

The solution to this problem is explained in detail below.

This document references different tools and related documents that can assist when you try to determine whether your PG is offline. First, check the physical status of the vrupim process that runs on the PG.  The process window displays the status on the header of the window.  It should look similar to this:

Figure 1: PIM State

vrupim-offline-1.gif

Here are what the individual states mean in reference to this image:

  • A -  means the pim is Active and communicates with the ICM Call Router and the Avaya ACD.

  • I -  means the pim is Idle.  Services are most likely active on the other side of the duplexed PG or trying to activate.

  • C -  means the pim is going through acquiring the active configuration from the ICM Call Router and the Avaya ACD.

  • a/c-  means the pim is between two states, the pim tried to activate or just entered the configuration mode.

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

Another way to check whether your PG is online or offline is to use the OPCTest  tool.  This tool provides real time status as to whether your pim is active, and how long it has been in this state.  When the status command is run from OPCTest , you get an output like the one below.  This shows you what side of the PG is active, for how long, and whether it is offline.

Figure 2: PIM Active

vrupim-offline-2.gif

There are several other ways to determine whether your PG is offline.  These include running a peripheral status node in Script Editor or viewing a Peripheral_Real_Time report from Monitor ICM.  These both can be done from an ICM Administrative Workstation (AW).

Once you have determined that your vrupim is offline, there are a few tools you can use to determine why.  Here are a list of suggested tools and documents that provide guidance to determine what causes this outage:

Related Information

Updated: Jan 21, 2008 Document ID: 42505