Presentation1

IPCC Enterprise Edition (EE) Components : 

IPCC Enterprise Edition (EE) Components Intelligent Contact Management (ICM) “Central Controller”—Call Router and Logger (DB) Peripheral Gateway (PG) JTAPI interface to CCM ICM VRU Interface to IP IVR Admin Workstation (AW) Cisco CallManager (CCM) Publisher (Database/Call Detail Records) Subscriber(s) (Call Processing, CTI Manager) IP Interactive Voice Response (IP IVR) Queuing mechanism with IVR capability Service Control Interface (SCI) to ICM PG, JTAPI to CCM

IPCC EE System Roles Overview : 

IPCC EE System Roles Overview ICM is ACD engine, “master controller” ACD configuration (Agents, Skill Groups, Teams, etc.) Management reports, call detail (different from CM CDR) CallManager is (ultimately) call control engine Endpoint controller (“virtual devices”, IP Phones, Gateways, etc.) IP IVR is “queue point” Provides prompts/music in queue Caller interactions (menus, DB transactions, etc.)

IPCC EE System Diagram : 

IPCC EE System Diagram OPI GED-125/SCI JTAPI JTAPI CCM VoiceGW MGCP/H.323 SCCP AgentIP Phones SCCP CTI Ports

Keys to the Configuration : 

Keys to the Configuration Configuration objects across the system Know the relations between individual components JTAPI users for PG and IP IVR Who gets what device associations? IP IVR max sessions Check IP IVR status before you Translation Route ICM trunk group peripheral number ICM  IP IVR script reference Interruptible IP IVR play prompt

Configuration Objects Relationships : 

Configuration Objects Relationships ICM CCM IP IVR

Key Config: CCM PG JTAPI User : 

Key Config: CCM PG JTAPI User Device associations All Agent IP phones (device targets in ICM) All CTI route points used for post-routing (dialed numbers in ICM) CCM user control lists Un-associate/re-associate devices \Dcdsvr logs ICM Supervisor/Emergency Assist and RONA dialed numbers do NOT need to be physical devices with associations on Cisco CallManager!

Key Config: ICM PG JTAPI User Setup : 

Key Config: ICM PG JTAPI User Setup In a duplexed PG configuration, the “A” and “B” sides need to talk to different CTI Managers, but connect as the same user Sneak peek at the Registry Compare Utility that can be used to quickly compare values on both sides of the PG

Key Config: ICM PG JTAPI User Setup : 

Key Config: ICM PG JTAPI User Setup ICM Setup for PG

Key Config: IP IVR JTAPI User : 

Key Config: IP IVR JTAPI User Device associations CTI ports CTI route points (those DNIS pool/temporary labels used in the Translation Routes—JTAPI triggers) CCM user control lists Un-associate/re-associate devices \Dcdsvr logs

JTAPI User List Review : 

JTAPI User List Review ICM IP IVR PG JTAPI User IP IVR JTAPI User CCM

IPCC EE Tracing and Log Files : 

IPCC EE Tracing and Log Files ICM Event Management System (EMS) Trace Files (all processes for all nodes) CLI to modify trace levels (also Support Tools, covered later) Dumplog to convert EMS to .txt CCM CCM /CTI SDL-CCM /SDL-CTI Combination of browser and text files IP IVR MIVR Log CiscoJTAPI.txt Combination of browser and text files Best Practice - When increasing trace levels, you should also be increasing trace file sizes on each system.

ICM Tracing and Log File Locations : 

ICM Tracing and Log File Locations All EMS logs for each node located in directory: %InstallDrive%\icm\[instance]\[node]\logfiles i.e. C:\icm\cisco\pg1a\logfiles Use “cdlog cisco pg1a” for shortcut “Dumplog” CLI utility used to view dumplog [process name] /[last | prev | hr {1,2,3…} | bt {hh:mm:ss} | et {hh:mm:ss} | o | of] VRU Capture files for VRU Peripherals %InstallDrive%\icm\[instance]\[node]\vrucap “VRUTrace” CLI utility similar to dumplog vrutrace [pim1, pim2…] / [options similar to dumplog]

Sample vrutrace Usage and Output : 

Sample vrutrace Usage and Output C:\icm\webb\pg1A\vrucap>vrutrace pim2 /last VRU Status (= Subtype 18); DialogueID: (4294967295) ffffffff; SendSeqNo: (4294967295)ffffffff Current Time: (1087846380) 06/21/2004 19:33:00 Time Zone Delta: (-18000) -05:00:00 Operational Status: (4) Transparent failure; still fully operational Status Variable 1: (0) 00000000 Status Variable 2: (0) 00000000 Status Variable 3: (0) 00000000 Status Variable 4: (0) 00000000 Status Variable 5: (0) 00000000 Status Variable 6: (0) 00000000 Status Variable 7: (0) 00000000 Status Variable 8: (0) 00000000 Status Variable 9: (0) 00000000 Status Variable 10: (0) 00000000 Status Variable 11: (0) 00000000 Status Variable 12: (0) 00000000 Status Variable 13: (0) 00000000 Status Variable 14: (0) 00000000 Status Variable 15: (0) 00000000 Status Variable 16: (0) 00000000

ICM Tracing and Log File Location (Cont.) : 

ICM Tracing and Log File Location (Cont.) Default trace levels will reveal most issues When it doesn’t Support tools or… rttest and opctest—“debug” command procmon—“trace” command ctitest—“set_trace” command Windows Registry for manual tracing settings IPCC Tracing Link http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a0080094b22.shtml DISCUSSED IN DETAIL LATER IN THE PRESENTATION

CCM Tracing and Log File Location : 

CCM Tracing and Log File Location CCM Trace files are stored directly on disk C:\Program Files\Cisco\Trace If more than default tracing is needed, web interface allows setup For IPCC : CCM / CTI to detailed SDL-CCM 0x8000EB15 SDL-CTI 0x0000CB15

IP IVR Tracing and Log File Location : 

IP IVR Tracing and Log File Location View through web application administration interface System -> Engine Trace files Trace level settings are similar layout to Cisco CallManager System -> Engine Trace configuration For IPCC SS_TELSS_ICMLIB_ICM

IP IVR CiscoJTapi tracing : 

IP IVR CiscoJTapi tracing Enable JTapi tracing on the IP IVR Modify trace levels using JTapi preferences application Files stored as text files For IPCC : Enable all debugging except misc_debugging

IPCC EE System Diagram: Traces/Logs : 

IPCC EE System Diagram: Traces/Logs OPI GED-125/SCI JTAPI JTAPI CCM VoiceGW MGCP/H.323 SCCP AgentIP Phones SCCP CCM PIM/JGW Logs VRU (IP IVR) PIM Logs, Capture Files CCM CTI, SDL Traces CCM CTI, SDL Traces MIVR Logs ICM RCD/TCD Tables RTTEST, Router Log Viewer… CCM CDRs CTI Ports

Ideal Information Package for TAC : 

Ideal Information Package for TAC ICM logs Router Jgw1, eagtpim, vrutrace, opc ctiserver, ctiapp logs, cti agent logs RCD, TCD queries Call Manager logs CCM, SDL CCM where devices are homed CTI, SDL CTI where JTapi connection is (Active PG, IP IVR Connection) IP IVR logs MIVR CiscoJtapi Details of the problem Timestamp ANI Agent Extension Details of the Call Flow

Now: Some Common Issues : 

Now: Some Common Issues CTI Route Points ring busy Which ones ? What are they used for ? Agent Login problems New Agent ? Did something break ? DT_Abort scenarios When did it start ? What happened ??? PG side A works fine, but PG side B doesn’t Agents stuck in ‘held’ or ‘talking’ state To Name a Few…

CTI Route Point status : 

CTI Route Point status Review CTI Route Point status on the CCM Admin pages ICM DN CTI Route Points should be registered to the Active PG IP IVR JTapi Trigger CTI Route Points should be registered to the IP IVR server Correct the problem and gather data

CTI Route Points ring busy : 

CTI Route Points ring busy Steps to fix 1) Reset the CTI Route Point2) Reassociate the device3) Clear the device: - remove association - delete DN - reset the device - add the DN back in - restart the device - associate the device 4) Reset DN on ICM side (delete & re-add) 5) Cycle applications - Active JTapi - Active CTI Manager What caused the problem ? Need logs to determine root cause

I am calling, but the script is not updating : 

I am calling, but the script is not updating This tells us the problem is with the ICM DN CTI Route Point. Review logs and look for the Route Request Review config Is the DN configured in ICM ? Is the DN linked to the script ? Is the CTI Route Point in the PGuser control list ? Is the CTI Route Point registered ? Correct the Problem and gather data

Script Editor Shows Us Where It Failed… : 

Script Editor Shows Us Where It Failed… What node is failing ??? Translation Route to VRU

Translation Route to VRU Node Fails… : 

Translation Route to VRU Node Fails… What is the Translation Route node trying to do? Move a call from Cisco CallManager to IP IVR What do we know? (What is the caller hearing?) Reorder (CCM): Call not reaching the IP IVR - Call.rejected ‘Max sessions reached’ Codec mismatches locations / bandwidth problem CSS/ Partition violation System_Problem.wav (IP IVR): Call reaches the IP IVR What else can we check? Did we fail the Consider If and Select Max/Min statement? (use rttest “expr” – mentioned later…)