by olivier | Mar 8, 2010 | Lab, UCCX, Written Theory
As in Call Manager, you can specify the level of traces that you want to enable but we will not cover this now. Let’s see the common issues.
Most of the times , issues are due of a mistake with the JTAPI. You can find easily the root cause with the Control Center as it will give you a status of the engine. Then with these status, you can see in which direction you have to go.
- In-Service : Indicates a full operational mode (all CTI ports, CTI route points and associated applications are successfully initialized)
- Initializing : Indicates that the subsystem is initializing the CTI route points, ports and associated applications
- Partial Service : Indicates that the JTAPI subsystem was unable to initialize one or more CTI route points or ports. Most of the time, it is due to a misconfiguration, so check that route points/ports exist , are correctly configured and associated with the JTAPI on Call Manager
- Out-Of-Service : Indicates that none of the CTI route points and ports were correctly initialized. It can occur for a number of reasons as follows:
- JTAPI Provider on Call Manager down
- No CTI ports or route points configured
- Username/password incorrect
- CRS is unable to resolve the Call Manager’s DNS name
- No connectivity between the CRS and Call Manager
by olivier | Mar 8, 2010 | UCCX, Written Theory
We have seen that IPCC is composed of a lot of elments but don’t forget that IPCC relies on other elements/subsystems as :
- Cisco Media Termination (CMT) : It is used to configure CMT dialog groups (pools of channels) that handle prompt/response -based DTMF interactions with the callers
- Core Real time Reporting (CRTR) : It provides information and statistics for contacts, sessions and applications
- Database : allows connections between the CRS server and IPCC Databases and provide ODBC support
- Email : allows the CRS engine to send mails
- Enterprise server : transfers data required fro CAD pop-up
- HTTP : allows the CRS engine to respond to http requests
- MCRP ASR : allows scripts to use voice inputs in addition to DTMF inputs
- MRCP TTS : provides text-to-speech
- Resource Manager – Contact Manager (RmCm) : allows the monitoring of agents phones , routing/queuing of calls,control of agent states and management of historical reporting
- Voice Browser : manages the voice browser available only with Nuance ASR activated
- CRS Voip : allows remote recording and monitoring
- JTAPI : ensures communication between the CRS engine and the Call Manager/ CTI Manager
by olivier | Mar 3, 2010 | CUCM, Written Theory
Computer Telephony Interface/Integration (CTI) provides a connection between telephone systems and computers and allows them to take advantage of computer processing when managing phone calls.
Telephony Application Programming Interface (TAPI) which was developped originally by Microsoft, and Java Telephony Application Programming Interface (JTAPI) can interact with Call Manager using CTI Communication via the CTI Manager.
Cisco Unity Express (CUE) also communicates with Call Manager using JTAPI and with CTI Quick Buffer Encoding (CTI-QBE) protocol.
Call Manager uses port TCP/2748 and TCP/2789 for CTI/JTAPI Communications.
CTI Manager interfaces with applications and communicates with Call Manager via SDL (System Distribution Layer) so it relies on the Cisco Database Layer Monitor Service. CTI Manager operates separately from Call Manager, and it is possible to have more than one CTI Manager active across the cluster but ONLY ONE instance on any given server !
So a JTAPI or TAPI application can connect to several CTI Manager at the same time but can use only one of those connections at a time.
