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Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide

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CTI OS Troubleshooting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 1      Problems and Symptoms
Silent Monitor Problems (IPCC Only)
09:47:55 pg1A-jgw1 Trace: MsgSuperviseCall:  SupervisorAction: 1 AgentCID: 16786464 
AgentConnDevID: 30002/0 SupervisorCID: -1 SupervisorConnDevID: 30001/0 SubjectDevID: 
30001/0 InvID: 107825113 
09:47:55 pg1A-jgw1 Trace: Created new Call Object MyCID: 5 
09:47:55 pg1A-jgw1 Trace: Calling 
call[16786465].startMonitor([SEP0015FAB8F3EB,30001],[SEP0019E8035BA6,30002],CiscoCall.Sile
nt_Monitor,CiscoCall.PlayTone_NoLocalOrRemote)
... 
Troubleshooting
 – 
Silent Monitor Established
JTAPI Log
The following trace statements are logged to the JTAPI Gateway log once the silent monitor call has been 
established. The following trace illustrates the message sent from Cisco CallManager when silent 
monitor starts.
09:47:55 pg1A-jgw1 Trace: CiscoTermConnMonitoringStartEv Monitored CID: 16786464 Addr: 
30002 Term: SEP0019E8035BA6 MonitorType: 1 
09:47:55 pg1A-jgw1 Trace: ------- CallChangedEvent called with 1 events. 
09:47:55 pg1A-jgw1 Trace: NEW META EVENT Cause: NORMAL MetaCode: META_CALL_PROGRESS 
________________________________________ 
09:47:55 pg1A-jgw1 Trace: CiscoTermConnMonitorInitiatorInfoEv Monitored CID: 16786464 
Addr: 30002 Term: SEP0019E8035BA6 Monitor Initiator Addr: 30001 Monitor Initiator Term: 
SEP0015FAB8F3EB Monitoring CID: 16786465 Cause: NORMAL 
09:47:55 pg1A-jgw1 Trace: handleCiscoTermConnMonitorInitiatorInfoEvent: address: 30001 
Address Type: INTERNAL 
09:47:55 pg1A-jgw1 Trace: handleCiscoTermConnMonitorInitiatorInfoEvent: address: 30002 
Address Type: MONITORING_TARGET 
09:47:55 pg1A-jgw1 Trace: handleCiscoTermConnMonitorInitiatorInfoEvent Found target 
connection: 30002 for monitoring call16786465 
09:47:55 pg1A-jgw1 Trace: MyConnection() address:30002 type:MONITORING_TARGET 
09:47:55 pg1A-jgw1 Trace: Calling findInstrumentByAddressString() since the address:  
30002 and type:MONITORING_TARGET 
09:47:55 pg1A-jgw1 Trace: findInstrumentByAddressString(): find the instrument for 
address: 30002 and its type:MONITORING_TARGET 
09:47:55 pg1A-jgw1 Trace: handleConnCreated::Created new MyConn: GenID: 11 ConnIDVal: 0 
ConnDev: 30002/0 DevExt: 30002 DevTgDevStr:  ConnAddr: 30002 State: ALERTING CCState: 
ALERTING prevCCState: UNKNOWN loggedIn: Y 
…
09:47:55 pg1A-jgw1 Trace: CallCtlConnOfferedEv CID: 16786465 Addr: 30002 Calling: 30001 
Called: 30002 LastRed: <null> Cause: Undecoded: -1 
…
09:47:55 pg1A-jgw1 Trace: ConnAlertingEv CID: 16786465 Addr: 30002 
09:47:55 pg1A-jgw1 Trace: CallCtlConnAlertingEv CID: 16786465 Addr: 30002 Calling: 30001 
…
09:47:55 pg1A-jgw1 Trace: sourceMyConnection: MyConn: GenID: 10 ConnIDVal: 21683064 
ConnDev: 30001/0 DevExt: 30001 DevTgDevStr: 30001 ConnAddr: 30001 State: CONNECTED 
CCState: ESTABLISHED prevCCState: ESTABLISHED loggedIn: Y 
09:47:55 pg1A-jgw1 Trace: ConnConnectedEv CID: 16786465 Addr: 30002 
09:47:55 pg1A-jgw1 Trace: CallCtlConnEstablishedEv CID: 16786465 Addr: 30002 Calling: 
30001 Called: 30002 LastRed: 30002 Cause: NORMAL 
09:47:55 pg1A-jgw1 Trace: MyConn: GenID: 11 ConnIDVal: 0 ConnDev: 30002/0 DevExt: 30002 
DevTgDevStr: 30002 ConnAddr: 30002 State: CONNECTED CCState: ESTABLISHED prevCCState: 
ESTABLISHED loggedIn: Y 
… 
09:47:55 pg1A-jgw1 Trace: Call to 
call[16786465].startMonitor([SEP0015FAB8F3EB,30001],[SEP0019E8035BA6,30002],CiscoCall.Sile
nt_Monitor,CiscoCall.PlayTone_NoLocalOrRemote) returned successfully after 31 milliseconds 
09:47:55 pg1A-jgw1 Trace:   MsgSuperviseCallConf:  InvID: 107825113