使用PG進程的ProcMon實用程式命令排除ICM故障

簡介

本檔案介紹如何透過Process Monitor Console(ProcMon)針對JTAPI閘道(JGW)、周邊介面管理員(PIM)和電腦電話整合伺服器(CTISVR)流程，對思科整合智慧客服管理(ICM)產品的指令進行疑難排解。

必要條件

需求

思科建議您瞭解UCCE外圍裝置網關。

採用元件

本檔案中的資訊是根據UCCE版本11.x。

使用

您可以從Telnet會話或DOS命令提示符運行ProcMon實用程式。本節提供了供以下進程使用的基本ProcMon進程特定命令清單： 

• JGW
• 代理PIM
• CTISVR

Java閘道程式 

通過procmon實用程式連線到JGW進程。

C:\icm\lab1\PG1A\logfiles>procmon lab1 pg1a jgw1
14:32:40 Trace: EMT Creating Mutex Global\IMTConnect_DisconnectLock

Jtapiver命令用於檢查JTAPI版本。

>>>> jtapiver
>>>>Cisco Jtapi version 11.0(1.10000)-2 Release

Jrever命令提供JRE的版本。

>>>>jrever
>>>>Java Runtime Environment Version = <1.7.0_51>

Jli命令提供Jtapi GW中所有監控儀器的資訊。此命令有助於確認特定儀器是否處於使用中或停止使用狀態。在此示例中，註冊了兩個座席電話(IN_SERVICE)，並且分別登入了各自的座席。其中提供統一通訊管理器(UCM)、CTI路由點(ICM 1110、IP IVR 1360)和CTI埠(1351)的相關資訊。

注意：對於生產系統，建議將輸出寫入txt檔案，而不是在螢幕上顯示，以避免效能問題。您可以參考CSCti18587

>>>> 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>命令轉儲指定儀器的內容。它類似於PIM中的di命令。為簡潔起見，省略了部分輸出。

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

Jgetci <instrument>命令提供座席電話上存在的呼叫的資訊。在本示例中，座席有一個活動呼叫。

>>>> jgetci 1012
Address: 1012 - NumActiveLines: 1 NumConnectedLines: 1 NumHeldLines: 0 NumAlertingLines: 0
SEP005056996F7E - MaxActiveCallls: 1 MaxCalllsOnHold: 4 NumActiveCallls: 1 NumCalllsOnHold: 0

Jlc命令提供JGW進程中的所有呼叫的清單。

>>>> jlc
Call CID: MyCID: State Duration
16802259 6 ACTIVE 18

Jdc <call id>命令提供該特定呼叫的詳細資訊。除持續時間欄位外，還有一個UCM呼叫控制代碼可在CTIManager日誌中查詢同一呼叫。它可以使用給定的字串找到。

CH=1|26015161

>>>> jdc 16802259
Call CID: MyCID: State Duration
16802259 6 ACTIVE 37
Connections associated with this call:
ConnAddr: State: CCState: GenID: ConnIDVal: ConnDev: DevTgDevStrDevExt: DevExt:
 1012 CONNECTED ESTABLISHED 9 26015150 1012/0 1012 1012 loggedIn: Y,
 5035 CONNECTED ESTABLISHED 10 0 5035/1 1012 5035 loggedIn: N,
 
 transferredPrimaryMyCall == null
 processedConferencedEvent = N
 deliveredInitiateReported = Y
 serviceInitiatedReported = N
 serviceInitiated = N
 originatedReported = Y
 callClearedToOPC = N
 callInitializedToOPC = Y
 m_TransferOrConferenceInProgress = N
 lastRedirectedAddressString =
 callRequestedMillis = 1479908148485
 m_callCreatedSeconds = 1479908148
 queuedRouteMessageMillis = 0

 sourceMyConnection:
 ConnAddr: State: CCState: GenID: ConnIDVal: ConnDev: DevTgDevStrDevExt: DevExt:
 5035 CONNECTED ESTABLISHED 10 0 5035/1 1012 5035 loggedIn: N,

 callingAddressMyConnection:
 ConnAddr: State: CCState: GenID: ConnIDVal: ConnDev: DevTgDevStrDevExt: DevExt:
 5035 CONNECTED ESTABLISHED 10 0 5035/1 1012 5035 loggedIn: N,

 m_TransferOrConferenceInProgress: N
 singleStepTransferViaRedirectInProgress: N
 tpRequestInProgress: N
 reverseConnectionCreation: Y

 processedNetworkReachedEvent = N
 superviseCallType = 0
 monitorTargetAddr =
 monitorInitiatorAddr =

座席外圍裝置介面管理器

通過procmon實用程式連線到代理PIM進程。

C:\icm\lab1\PG1A\logfiles>procmon lab1 pg1a pim1
14:37:37 Trace: EMT Creating Mutex Global\IMTConnect_DisconnectLock
>>>>

Dperiph命令提供PIM狀態資訊。它提供了PIM處於此狀態的時間。

>>>> dperiph
ProcessName=pim1 ShutdownType=1 Duplex=1 Side=1
 GeoTelBaseDir=C:\icm\lab1\pg1a RegistryBase=ICM\lab1\PG1A DMPSystemID=1
 MDSConnections=1 MDSPIMHandle=33 MDSOPCHandle=1 PIMHeartBeatTime=-1
 CTIRestarts=0
 RoutingClientState=ACTIVE
 State=ACTIVE StateInitTime=11/17 09:53:47 (6.1 day)

La命令列出為特定PIM配置的所有代理及其當前狀態。ID為1011的座席以電話分機1011登入。為簡潔起見，省略了部分輸出。

>>>> la
HashIndex SkillTargetID Periph# C Ext# Inst# ActGroups Attributes
 195     5003    1011   Y   1011(1011)   1011(1011 )   (0x168c6), ..., (0x65),   true
 196     5004    1012   Y   1012(1012)   1012(1012 )   (0x168c6), ..., (0x66),   true
 197     5007    1013   Y   -1(-1 )      -1(-1 )                                 true

Dagent <agent ID>命令顯示有關代理配置的詳細資訊。

>>>> dagent 1011
HashIndex=195 SkillTargetID=5003 PeripheralNumber=1011 ExtensionNumber=1011(1011) 
 ConfigExtension=-1(-1) InstrumentNumber=1011(1011)
 AgentDeskSettingsID=5000 ConfigSkillGroupIDSize=6 AgentPassword={enc:1}3+rxA5Rcy6U+BE7Q==
 EnterpriseName=UCM143.Levicheva_Ekaterina Description= UserDeletable=T
 FirstName=Ekaterina LastName=Levicheva LoginName=kalevich
 ConfigSkillGroupID[0] - 5000 (SkillGroup=92358 SkillPriority=0)
 ConfigSkillGroupID[1] - 5001 (SkillGroup=101 SkillPriority=0)
 ConfigSkillGroupID[2] - 5002 (SkillGroup=102 SkillPriority=0)
 ConfigSkillGroupID[3] - 5008 (SkillGroup= 0 SkillPriority=0)
 ConfigSkillGroupID[4] - 5009 (SkillGroup=1475603 SkillPriority=0)
 ConfigSkillGroupID[5] - 5010 (SkillGroup=15176698 SkillPriority=0)
 ActiveGroupAssignmentSize=6 StateSize=6 DurationCurrentStateSize=6
 ActiveGroupAssignment[0] - 92358 (0x168c6) Priority=0 State=AS_NOT_READY DurationState=0
 ActiveGroupAssignment[1] - 101 (0x65) Priority=0 State=AS_NOT_READY DurationState=0
 ActiveGroupAssignment[2] - 102 (0x66) Priority=0 State=AS_NOT_READY DurationState=0
 ActiveGroupAssignment[3] - 0 (0x0) Priority=0 State=AS_NOT_READY DurationState=0
 ActiveGroupAssignment[4] - 1475603 (0x168413) Priority=0 State=AS_NOT_READY DurationState=0
 ActiveGroupAssignment[5] - 15176698 (0xe793fa) Priority=0 State=AS_NOT_READY DurationState=0
 Attributes=true ConfigParam= SupervisorAgent=N
 ConfigParam= AgentLoginDisabled=N
 OnACall: F PrevState: AS_NOT_READY PendPrevState: AS_AVAILABLE
 CurrSkillIdx: 3 DefSkillIdx: 3 NTID: 100000 UnavailReqID: -1
 NumActACDCalls: 0 NumActCalls: 0 WrapupData: SubState: (0x3): LOGIN READY
 AgentCache: deviceNetworkTargetID = -1,agentSkillTargetID = -1,agentState = AS_UNKNOWN

Di /ext <agent extension>命令提供EA PIM在內部維護的所有10行的輸出。它類似於JGW中的jdi命令。

>>>> di /ext 1011
HashIdx= 3 InstNumber= 1011 AgentID= 1011 InstType= TELE_SET_TYPE Monitored=-1 CurLine#= -1
Extn:1011/0 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 
Extn:1011/1 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 
Extn:1011/2 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 
Extn:1011/3 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 
Extn:1011/4 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 
Extn:1011/5 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 
Extn:1011/6 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 
Extn:1011/7 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 
Extn:1011/8 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 
Extn:1011/9 LT=LT_UNKNOWN LS=LS_IDLE SkGrp:0xFFFFFFFF CID=-1 LineWeight=10010 DeviceID=1011 

Lc命令列出PIM上的活動呼叫。

>>>> lc
CallID   State   Called Device Calling Device TrkGrp TrkPrt DNIS Owner Request End NumParties
16802259 Connected 1012         5035           -1      -1        PIM   0       0      0

Dcall <call ID>命令顯示特定呼叫的詳細資訊。

>>>> dcall 16802259
 CallID=16802259 State=Connected HashIndex=211 Owner=PIM
 CallingDev=5035 CalledDev=1012 ANIInfo=
 TrkGrp=-1 TrkPrt=-1 DNIS= PeripheralTarget=-1
 CrossRefID=-1 RtRequest=0 RtResponse=0 RtState=RTUnknown
 Destination Connection(CallID=16802259 DeviceID=1012 DevIDType=Static
 Source Connection(CallID=16802259 DeviceID=5035 DevIDType=Dynamic
 Parties:

Extn:1012/0 LT=LT_INBOUND_ACD LS=LS_TALKING SkGrp:0x168413 CID=16802259 
LineWeight=40090 DeviceID=1012 DeviceIDType=DEVICE_IDENTIFIER(0)

電腦電話整合伺服器

通過procmon實用程式連線到CTISVR進程。

C:\icm\lab1\PG1A\logfiles>procmon lab1 cg1a ctisvr
15:04:52 Trace: EMT Creating Mutex Global\IMTConnect_DisconnectLock
>>>>

Clients命令列出連線到伺服器的所有CTI客戶端。

>>>> clients
 Session Time   Ver Flags ClientID   AgentID AgentExt Signature    Host
 1       6 days 15  AUX   CTIOSServer                 CTIOSServer (10.48.47.145:58244)
 7       6 days 16  AUX R Finesse                     Finesse (10.48.47.140:49712)
 8       6 days 16  AUX R Finesse                     Finesse (10.48.46.218:42339)
 9       6 days 14  AUX   BA_PGA                 CISCOBlendedAgen (10.48.47.145:58439)

Dclient命令顯示連線狀態、客戶端IP地址、埠和其他詳細資訊。

>>>> dclient 7
 ClientCB:
 SessionID=7 Version=16 State=OPEN(6) Services=0x1140196(AUXR) ClientID="Finesse" Signature="Finesse"
 HostName= HostAddress=10.48.47.140 HostPort=49712
 AgentExtension= AgentID= AgentInstrument=

 Associated Agents:
 AccociateAgentID=1012 AssociatePeriph=5000

 SessionProtocol:
 m_State=sessionOpen sm_SessionsNow=4
 m_ClientVersion=16 m_IdleTimeout=120 m_InvokeID=0xc2f10(798480)
 m_ServiceMask=0x1140196 m_CallMSGMask=0x85efff m_AgentStateMask=0x3ff
 m_PeripheralID=5000 m_ClientID="Finesse" m_ClientSignature="Finesse"
 m_AgentID="" m_AgentExtension="" m_AgentInstrumentID=""
 m_RegisteredCallVars=0x3ff
 m_RegisteredVariables: NULL (all ECC variables)
 m_DeviceID= m_WasOpened=True m_ApplicationCloseSent=False
 m_CloseStatus=0(E_CTI_NO_ERROR) m_LastHeardFrom=15:05:00

TransportProtocol:
 m_State=connectionOpen
 m_HostName= m_HostAddress=10.48.47.140 m_HostPort=49712
 m_BytesSent=227298714 m_BytesReceived=9238165
 m_ConnectionID=10 m_ConnectionSocket=808

La命令提供由CTisvr進程控制的代理清單。

>>>> la
 AgentID Periph SkillTgtID TeamID Extension Instrument Current State Signature
 1011    5000   5003       5000   1011      1011       AS_NOT_READY
 1012    5000   5004       5000   1012      1012       AS_TALKING    Finesse
 1013    5000   5007       5000   ( )       ( )        AS_LOG_OUT
 1014    5000   5013       5001   ( )       ( )        AS_LOG_OUT

Dagent <agent ID>命令提供特定代理的詳細資訊。

>>>> dagent 1012
AgentID=1012 PeripheralID=5000 PeriphType=30(EnterpriseAgt) SkillTargetID=5004 AgtTeamID=5000
 ExtensionNumber= 1012 InstrumentNumber= 1012 Signature=Finesse
 OverallState=AS_TALKING OverallDuration=1788 CurLine=0 CurGroup=4
 SkillGroup[0]: State=AS_BUSY_OTHER Number=0x168c6 (No 92358 Pri 0) ID=5000 Duration=1793
 SkillGroup[1]: State=AS_BUSY_OTHER Number=0x66 (No 102 Pri 0) ID=5002 Duration=1793
 SkillGroup[2]: State=AS_BUSY_OTHER Number=0x0 (No 0 Pri 0) ID=5008 Duration=1793
 SkillGroup[3]: State=AS_BUSY_OTHER Number=0xc9 (No 201 Pri 0) ID=5012 Duration=1793
 *SkillGroup[4]: State=AS_TALKING Number=0x168413 (No 1475603 Pri 0) ID=5009 Duration=1788
 *Line[0]: Type=LINETYPE_INBOUND_ACD CallID=16802259

MonitorList:
CTICSTADevice: PeripheralID=5000 DeviceType=0(Device) DeviceID=1012 
Extension= AgentID=1012 Origin=SetAgentStateRequest
Connection: CallID=16802259 State=CS_CONNECT Flags= OPCid=DEST 1012(s) 
Hint=Estab:answeringDev SubjectDevice=1012
AssociateClientCB:
SessionID=7  AccociateAgentID=1012 AssociatePeriph=5000

Ld命令提供Ctisvr進程所見的裝置清單。

>>>> ld
 Periph DeviceID DeviceType Extension AgentID Connections Monitors Origin
 5000   1011     Device     1011      1011    0           0        AgentEvent
 5000   1012     Device               1012    1           0    SetAgentStateRequest
 5000   5035     Device                       1           0   CallCreated->callingDevice
 5001   65537    Trunk                        0           0   delivered->callingDevice

Dd <device ID>命令用於檢查特定裝置的詳細資訊。

>>>> dd 1012
PeripheralID=5000 DeviceType=0(Device) DeviceID=1012 
Extension= AgentID=1012 Origin=SetAgentStateRequest

Connection: CallID=16802259 State=CS_CONNECT Flags= 
OPCid=DEST 1012(s) Hint=Estab:answeringDev SubjectDevice=1012

後面的命令列出系統中配置的所有組。

>>>> lat
Periph TeamID PriSuper dialedNumberID NumMembers TeamName
 5000  5000   5004     5009           3          T1_Team
 5000  5001   -1       -1             1          T2_Team

Lats命令提供主管及其控制的團隊的清單。

>>>> lats
TeamID   SupervisorSkillTargetID
 5000    5004

相關連結

使用Procmon

使用OPCTest

使用RTtest