Connection problems CUCM 8.5 - CTI Link JTAPI - Genesys

[HoFranki123]

Have problems with JTAPI-connection to Genesys - CTI-Link gets out of sync. When stopping two other business processes with (probably) no contact to Genesys and CUCM and restart of Genesys all works fine. See no system load on Genesys server that could cause this problems.

Question:
1.) How to watch wellness of JTAPI-connection between CUCM and Genesys?
2.) Can I have a keep-alive-signal of JTAPI-connection from CUCM?
3.) How to investigate what elements are disturbing connection?

Thanks.

[forrestpascal]

Frank,

We are having this same issue.  Was it solved and how?

[islam.kamal]

Hi

Can you go to your CUCM servicabilty and do a restart for CTI manager?

Thanks

please rate all useful information

[HoFranki123]

Hi,

for what reason would you restart CTI Manager? Are there known problems? Can that problem be seen somewhere in CUCM? What do you think about three named questions "1.) How to watch", ...?

Regards,

[HoFranki123]

AIX-/Oracle-administrator changed system parameters for Genesys-host. CPU usage on average fall from about 80 percent to 60 percent. Since that time (about14 days) we had no more problems. Named questions still exist.

[Brian Meade]

You can monitor CTIConnectionActive under Performance tab in RTMT for a real-time number of JTAPI connections.

CTIManager SDL traces from CUCM and JTAPI logs from Genesys should help diagnose the exact JTAPI messaging and see what is closing the connection.  There's a keep-alive process as part of JTAPI that Genesys should be using.

Lastly, a packet capture may help if there are network interruptions causing the issue.