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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
CRS Engine Problems
JTAPI subsystem is in partial service
Symptom The Engine Status area in the Engine web page shows that the JTAPI subsystem is in partial
service.
Error Message None.
Possible Cause The JTAPI client was not set up properly. At least one, but not all, of the CTI ports, route
points, or dialog channels (CMT or MRCP) could not initialize.
Complete the following steps:
Step 1 Refer to the CRS trace files to determine what did not initialize.
Step 2 Verify that all CTI ports and CTI route points are associated with the JTAPI user in Cisco Unified
Communications Manager.
Step 3 Verify that the Cisco Unified Communications Manager and JTAPI configuration IP addresses match.
Step 4 Verify that the Cisco Unified Communications Manager JTAPI user has control of all the CTI ports and
CTI route points.
Step 5 Verify that the application file was uploaded to the repository using the Repository Manager.
Unable to connect to JTAPI provider
Symptom The JTAPI provider is unavailable.
Error Message None.
Possible Cause The problem might be caused by one of the following:
• Cisco Unified Communications Manager is not running.
• Incorrect JTAPI client version is installed on the CRS server.
• JTAPI user is not configured correctly.
• JTAPI client cannot communicate with the Cisco Unified Communications Manager.
Recommended Action Depending upon the cause, do one of the following:
• Troubleshoot the Cisco Unified Communications Manager (refer to Cisco Unified Communications
Manager Administration Guide).
• Check the JTAPI version on the CRS server by selecting Start > Programs > Cisco JTAPI >
Readme.
• From the CRS Administration web page, choose Subsystems > JTAPI, click the JTAPI Provider
hyperlink, and then verify that information in the User ID field matches the name of a valid user in
Cisco Unified Communications Manager. Verify that information in the Password field is correct.
• Verify that Cisco Unified Communications Manager is running. Configure Cisco Unified
Communications Manager using the IP address instead of the DNS name.