Cisco Cisco IPCC Web Option Guida All'Installazione
7-3
Remote Silent Monitoring Installation and Administration Guide
Chapter 7 Troubleshooting
General Call Flow Issues
JTAPI Timeout on Monitoring Attempt
Symptom
JTAPI latency may cause a timeout on the monitoring attempt in
certain system environments. Thus, the VLEngine cannot locate an active
conversation for the agent who is known to be on a call. This is a rare event,
occurring less than 1% of the time for all monitoring attempts.
conversation for the agent who is known to be on a call. This is a rare event,
occurring less than 1% of the time for all monitoring attempts.
Possible Cause
Review the VLEngine logs (located in the
C:\CiscoRSM\vlengine\logs directory) and search for the following message:
Error Message
INFO | jvm 1 | 2008/04/03 04:35:28 | - CanMonitorAgentID:
MONITOR ATTEMPT BEGIN
MONITOR ATTEMPT BEGIN
INFO | jvm 1 | 2008/04/03 04:35:28 | - CanMonitorAgentID:
Result: "MAY_MONITOR"
Result: "MAY_MONITOR"
INFO | jvm 1 | 2008/04/03 04:35:34 | - DetermineAgentCluster:
AgentID: 42441; Result: "RSM_Cluster1"
AgentID: 42441; Result: "RSM_Cluster1"
INFO | jvm 1 | 2008/04/03 04:35:34 | - InitiateMonitorAgent
invoked for AgentID: 42441; PhoneID: SEP00005E000050; LineID: 42080
invoked for AgentID: 42441; PhoneID: SEP00005E000050; LineID: 42080
INFO | jvm 1 | 2008/04/03 04:35:34 | - Waiting for call TALKING
event on call observer for initiator terminal "SEP00005E000050",
line ID "42080"; target terminal of "SEP00005E000429", target line
ID "42441" (i.e. Can’t find an active call on any line for the
targeted agent’s phone yet.)
event on call observer for initiator terminal "SEP00005E000050",
line ID "42080"; target terminal of "SEP00005E000429", target line
ID "42441" (i.e. Can’t find an active call on any line for the
targeted agent’s phone yet.)
INFO | jvm 1 | 2008/04/03 04:35:35 | - JTAPI-CLI-1/0:
startMonitoring(): No active target terminal connections (none
present) for address "42441" on terminal "SEP00005E000429" (i.e.
Couldn’t find an active call on any line for the targeted agent’s
phone in the time allowed, so we gave up.)
startMonitoring(): No active target terminal connections (none
present) for address "42441" on terminal "SEP00005E000429" (i.e.
Couldn’t find an active call on any line for the targeted agent’s
phone in the time allowed, so we gave up.)
INFO | jvm 1 | 2008/04/03 04:35:35 | - InitiateMonitorAgent:
MONITOR ATTEMPT END -- Result: "GENERAL_ERROR; AgentID: 42441;
PhoneID: SEP00005E000050; LineID: 42080; RESCLUSTERID: 0;
TARGETCALLID: 17406159; targetPhoneDeviceID: SEP00005E000429;
targetDN: 42441
MONITOR ATTEMPT END -- Result: "GENERAL_ERROR; AgentID: 42441;
PhoneID: SEP00005E000050; LineID: 42080; RESCLUSTERID: 0;
TARGETCALLID: 17406159; targetPhoneDeviceID: SEP00005E000429;
targetDN: 42441
Recommended Action
Retry the monitoring request.