Cisco Cisco IP Contact Center Release 4.6.1 Technical References

 

Troubleshooting 

 

 

37 

For gateway startup issues, review the logs using ICM dumplog tool. PIM 

messages can be found in pim1 ems file, ARS Gateway output in arsgw1 

ems file. Refer to the ICM product documentation for directions on using 

the ICM dumplog tool. 
 

 Gateway stays in IDLE state after startup. 

 The ARS Gateway waits for the PIM to open up a connection and 

send an OPEN_REQ message. Note that in a duplexed system side B 

gateway is only connected from PIM when side A goes down. 
Action:

 Verify PIM configuration in registry. TelephonyServerHostName 

and TelephonyServerServiceName setting must match the gateway IP 

address and IcmPort configuration. These registry keys are configured in 

..\PG\CurrentVersion\PIMS\pim1\ARSDATA\Config\ and 

..\PG\CurrentVersion\ARS\ARSgw1\ARSData\Config\. 
 
Symptom:

 Gateway goes to state ACTIVATING and then back to IDLE. 

Error message in gateway log ―Driver is down‖. Response to PIM 

OPEN_REQ message is a 

FAILURE_CONF(E_CTI_CTI_SERVER_OFFLINE, ―Driver is down‖) 
Cause:

 Gateway cannot open up a connection to the OAI channel because 

the configured channel is not started. 
Action:

 

1) Verify OAI client driver ‗OAI_ICM‘ is configured as described in 

section 2.1. Installing and configuring the OAI Toolkit. 

2) Verify gateway registry setting DriverName is set to ‗OAI_ICM‘. This 

key is in ..\PG\CurrentVersion\ARS\ARSgw1\ARSDATA\Config\ 

3) Start the OAI client driver ‗OAI_ICM‘ using DCP.exe. 

4) Restart the ARS Gateway 
 
Symptom:

 Gateway goes to state ACTIVATING and then back to IDLE. 

Error message in gateway log ―Invalid version or password‖. Response to 

PIM OPEN_REQ message is a 

FAILURE_CONF(E_CTI_CTI_SERVER_OFFLINE, ―Invalid version or 

password‖)