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This document describes how to troubleshoot commands for Cisco Unified Intelligent Contact Management (ICM) product through Process Monitor Console (ProcMon) against JTAPI Gateway (JGW), Peripheral Interface Manager (PIM), and Computer Telephony Integration Server (CTISVR) processes.
Cisco recommends that you have knowledge of UCCE Peripheral gateway.
The information in this document is based on UCCE version 11.x.
You can run ProcMon utility from a Telnet session or a DOS command prompt. This section provides the list of basic ProcMon process-specific commands for use with processes such as:
>>>> jtapiver >>>>Cisco Jtapi version 11.0(1.10000)-2 Release
Jrever command provides the version of JRE.
>>>>jrever >>>>Java Runtime Environment Version = <1.7.0_51>
Jli command provides information of all monitoring instruments in the Jtapi GW. This command helps to confirm if specific instrument is in or out of service. In the example two agent phones are registered (IN_SERVICE) and respective agents are logged in. There is an information about Unified Communications Manager (UCM), CTI route points (ICM 1110, IP IVR 1360), and CTI port (1351).
Caution: For production systems it is recommended to write the outputs on txt file instead of doing the display to screen to avoid performance issues. You can reference CSCti18587
Jlc command provides the list of all calls in JGW process.
>>>> jlc Call CID: MyCID: State Duration 16802259 6 ACTIVE 18
Jdc <call id> command provides the details of that specific call. Apart from the duration field,there is a UCM Call Handle to find the same call in CTIManager logs. It can be found with the given string.
>>>> jdc 16802259 Call CID: MyCID: State Duration 16802259 6 ACTIVE 37 Connections associated with this call: ConnAddr: State: CCState: GenID: ConnIDVal: ConnDev: DevTgDevStrDevExt: DevExt: 1012 CONNECTED ESTABLISHED 9 26015150 1012/0 1012 1012 loggedIn: Y, 5035 CONNECTED ESTABLISHED 10 0 5035/1 1012 5035 loggedIn: N,
transferredPrimaryMyCall == null processedConferencedEvent = N deliveredInitiateReported = Y serviceInitiatedReported = N serviceInitiated = N originatedReported = Y callClearedToOPC = N callInitializedToOPC = Y m_TransferOrConferenceInProgress = N lastRedirectedAddressString = callRequestedMillis = 1479908148485 m_callCreatedSeconds = 1479908148 queuedRouteMessageMillis = 0
sourceMyConnection: ConnAddr: State: CCState: GenID: ConnIDVal: ConnDev: DevTgDevStrDevExt: DevExt: 5035 CONNECTED ESTABLISHED 10 0 5035/1 1012 5035 loggedIn: N,
callingAddressMyConnection: ConnAddr: State: CCState: GenID: ConnIDVal: ConnDev: DevTgDevStrDevExt: DevExt: 5035 CONNECTED ESTABLISHED 10 0 5035/1 1012 5035 loggedIn: N,
m_TransferOrConferenceInProgress: N singleStepTransferViaRedirectInProgress: N tpRequestInProgress: N reverseConnectionCreation: Y
processedNetworkReachedEvent = N superviseCallType = 0 monitorTargetAddr = monitorInitiatorAddr =
Clients command lists all CTI clients connected to the server.
>>>> clients Session Time Ver Flags ClientID AgentID AgentExt Signature Host 1 6 days 15 AUX CTIOSServer CTIOSServer (10.48.47.145:58244) 7 6 days 16 AUX R Finesse Finesse (10.48.47.140:49712) 8 6 days 16 AUX R Finesse Finesse (10.48.46.218:42339) 9 6 days 14 AUX BA_PGA CISCOBlendedAgen (10.48.47.145:58439)
Dclient command shows the connection status, client ip address, port and other details.