Cisco Cisco Unified Contact Center Enterprise 8.5(1) Troubleshooting Guide

Connect to JGW process via procmon utility.

C:\icm\lab1\PG1A\logfiles>procmon lab1 pg1a jgw1

14:32:40 Trace: EMT Creating Mutex Global\IMTConnect_DisconnectLock

Jtapiver command is used to check JTAPI version.

>>>> 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 in confirming if specific instrument is in or out of service. In the example you can see that
two agent phones are registered (IN_SERVICE) and respective agents are logged in. Also there is
an information about Unified Communications Manager (UCM) CTI route points (ICM 1110, IP IVR
1360) and CTI port (1351).

>>>> jli

Addr: ActiveLines RegistrationState DeviceStatus TermName TermIPAddressingMode

1011 0 IN_SERVICE LoggedIn-Agent SEP0050569902C1 IP_ADDR_IPV4_V6

1012 0 IN_SERVICE LoggedIn-Agent SEP005056996F7E IP_ADDR_IPV4_V6

2012 0 OUT_OF_SERVICE UnmonitoredDevice SEP000000000009 IP_ADDR_IPV4_V6

1110 0 Registered-RouteAddr Registered-RouteAddress ICM_RP_TS IPV4_V6

1360 0 UnRegistered-RouteAddress UnRegistered-RouteAddress ICM-TR-Trigger IPV4_V6

1351 0 IN_SERVICE UnmonitoredDevice CTIp_1351 IP_ADDR_IPV4_V6

Jdi <instrument> command dumps the content of the specified instrument. It is very similar to “di”
command in PIM. Some output is omited for brevity.

>>>>jdi 1012

Addr: 1012 ActiveLines: 0 RegistrationState: IN_SERVICE

m_CurrentInvokeID = 0

m_elapsedTPServicesRequestSeconds = 0

queuedDTMFDigits = null

sendingDTMFInProgress: N

sendQueuedMsgAddCallObserverResponse: Y

monitoredVirtualDialerPort: N

virtualDialerPort: N

loggedInAgent: Y

DeviceStatus : LoggedIn-Agent

addressDeviceType : GWMSG.DEVICE_TYPE_DEVICE

observeredTypeString : logged In Agent Device

isAddressRestricted: N

isPQDevice: Y

addressDeviceProtocol : PROTOCOL_SCCP

silentMonitorStatus : 0

silentMonitoredCallID : -1

TerminalName : SEP005056996F7E

IPAddressingMode : IP_ADDRESSING_MODE_IPV4_V6

CallID=-1 DeviceID=null/-1 LT=LT_UNKNOWN LCS=CS_NONE ...