Unable to view the CIM/WIM Login Page

[eric.neoh]

Hi, all.

we are trying to setup the CIM/WIM 4.3.1 (with ES 1) for UCCE 7.5.9. However, after installing the software and setting up the system based on the Cisco Unified Web and E-Mail Interaction Manager Installation Guide and Cisco Unified Web and E-Mail Interaction Manager Deployment and Maintenance Guide. We were unable to view the login page. Have attached the screen shot of the error message here as well.

Appreciate any advice and help on this. Thanks in advance.

Regards,
Eric

[Christos Georgiadis]

Hi,

I suspect the Cisco Service does not start properly. I would start by checking the troubleshooting guide

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/troubleshooting/guide/cisco_im431_cce_troubleshooting.pdf

Page 24 has some potential solutions to this problem.

One way to see at which point exactly the service fails, is to start the service and monitor the logs folder. Once the service starts log files of the respective processes will be created. The last one to be created is most likely where the issue lies.

Hope this helps,

Christos

[eric.neoh]

Hi, Christos.

I managed to fix and login page issues after re-installing the JBoss, JDK/JRE & the CIM yesterday. I was able to see the page and login as Partition & System Administrator.

However, I have faced another problem whereby I couldn’t login as agent, the error shown was something like "ICM Login Timed Out..."

Then I realized that it could be due to the fact that I have not started the MR PG at the ICM end. However, when I try to start the MR PG pim service, it said that the "MDS failed to register with process...", and after a short while, the process window closed by itself. A critical window "shut down" error dialog window appeared and stated that the server will shut down in 5 min time. I could use the "stopshut" command to stop this.

Have I missed out anything to be configured in the ICM or CIM? Appreciate it if you could provide me with some advices and steps to rectify this issue.

Thanks & Regards,
Eric

[Christos Georgiadis]

Hi Eric,

Can you check this document

https://supportforums.cisco.com/docs/DOC-9222

The TCP/IP offload setting might be the reason mds is not coming up. MDS is the 'heart' of the PG. If that does not come up the MR PIM will not come active

Regards,

Christos

[mmendezv]

Hi Eric,

Can you check if the following TCP ports are opened between the webserver and the application server?

15006 TCP
15007 TCP
15008 TCP

You can review the ports that need to be open for accessibility and interactions between servers on the "Port Number Configuration Between Components" chapter of CIM SRND:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/design/guide/im431srnd.pdf

[eric.neoh]

Hi, Maria.

Both the Web Server and the Application Server are in the same vlan and network subnet. There also isn't any firewall in between. Hence, those ports that you have mentioned should have already been accessible by default.

Thanks & Regards,
Eric

[lohjintiam]

I sometimes get this when i dont restart the services (some java program still running in the background) correctly. Try stopping the CIM service, reboot server and start CIM service (if it does start automatically)

Thanks!

-JT-

[eric.neoh]

Hi, JT.

Thanks for your reply and advice. I do agree with you sometimes we got to restart the server if we encountered problem viewing or logging into the CIM page. I personally encountered this in CIM 4.2.5, but it was integrated with UCCX 7.01. This time round, we are integrating CIM 4.3.1 with UCCE 7.5.9.

However, i tried restarting the server but it didnt help much. As I mentioned to Christos in this post, now the system is working after I did a re-installation. However, I have encountered problem of logging into the CIM Agent Desktop as it stated "ICM Login Timed Out..." error.

Thanks & Regards,
Eric

[geoff]

 As I mentioned to Christos in this post, now the system is working after I did a re-installation. However, I have encountered problem of logging into the CIM Agent Desktop as it stated "ICM Login Timed Out..." error.

This means that the ARM (Agent Reporting and Monitoring) link between the Listener process in CIM and the CTI server is down.

Check on CIM that the Listener process is running - first check that the parent Listener process is running and set to automatic. Then check that the child Listener (in the partition) is running and set to automatic. If not, fix it.

If you watch the CTI process (enable trace display to screen) when you start the Listener you will see it connect. If you don't see this, check the log file of the Listener process.

There are three interfaces between CIM and ICM:

1. ConAPI (configuration API) that enables config information in ICM to be sucked into CIM

2. ARM, as outlined above

3. EAAS (Agent Selection) between the EAAS process in CIM and the MR PG. If the MR PIM is active, you have this correct.

Regards,

Geoff