During a season where I worked for a Cisco partner, the support guys affectionately referred to JTAPI as “J-crappy.” While that assessment still holds true, Cisco has come a long way in developing that nuisance of a plugin for integrating CUCM with IP-IVRs, UCCE, and (our favorite…gag me with a wooden spoon) UCCX. Oh joy, could it be? UCCX is on the blueprint for the exam.
Rant: I have no idea why they chose UCCX and not UCCE. If we’re pushing the limits of advanced features, why not use the enterprise-class contact center solution? I digress…
When you check the MIVR logs in UCCX for JTAPI subsystem problems, there are relatively few errors you will find. Here are some of those errors and easy solutions for fixing them. Please note, these errors are described in terms of CRS, which is Cisco IP-IVR solution. However, if you have ever touched a CRS server, you will understand that a UCCX box is essentially a CRS server with contact center capabilities. The software architecture is the same.
Unable to create provider — bad login or password
%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI
Subsystem,Failure Cause=7,Failure
Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — bad login or password.
%MIVR-SS_TEL-7-
EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — bad login or password.
The user name or password entered in the JTAPI configuration is incorrect. Verify that the user name and password are correct. Try to log into the CCMuser page (http://servername/ccmuser) on the Cisco CallManager in order to ensure that the Cisco CallManager is able to authenticate correctly.
Unable to create provider — Connection refused
%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl: Unable
to create provider — Connection refused
%MIVR-SS_TEL-7-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — Connection refused
The JTAPI connection to the Cisco CallManager is refused by the Cisco CallManager. Make sure you can successfully log in to CCMUser on Cisco CallManager with the JTAPI user name and the password. Verify that the CTI Manager service runs in the Cisco CallManager Control Center
Unable to create provider — login=
%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — login=
%MIVR-SS_TEL-7-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — login=
Nothing is configured in the JTAPI configuration page. Configure a JTAPI provider in the JTAPI configuration page on the CRA server.
Unable to create provider — hostname
%M%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — dgrant-mcs7835.cisco.com
%MIVR-SS_TEL-7-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — dgrant-mcs7835.cisco.com
The CRA engine is not able to resolve the host name of the Cisco CallManager. Verify that DNS resolution works correctly from the CRA engine. Try to use an IP address instead of the DNS name.
Unable to create provider — Operation timed out
101: Mar 24 11:37:42.153 PST
%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — Operation timed out
102: Mar 24 11:37:42.168 PST %MIVR-SS_TEL-7-EXCEPTION:
com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — Operation timed out
The CRA engine does not have IP connectivity with the Cisco CallManager. Check the IP address that is configured for the JTAPI provider on the CRA server. Check the default gateway configuration on the CRA server and the Cisco CallManager. Make sure there are no IP routing problems. Ping the Cisco CallManager from the CRA server in order to test connectivity.
Unable to create provider — null
%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider — null
There is no JTAPI provider IP address or host name configured, or when the JTAPI client does not use the correct version. Verify that a host name or IP address is configured in the JTAPI configuration. If the JTAPI version is incorrect, download the JTAPI client from the Cisco CallManager Plugins page and install it on the CRA server.
MIVR-SS_TEL-1-ModuleRunTimeFailure
255: Mar 23 10:05:35.271 PST %MIVR-SS_TEL-1-ModuleRunTimeFailure:
Real-time failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_SS,Exception=null
The CRA server can communicate with the Cisco CallManager, but is unable to initialize any CTI ports or CTI route points through JTAPI. This error occurs if the CTI ports and CTI route points are not associated with the JTAPI user. Check the JTAPI user on the Cisco CallManager, and verify that CTI ports and CTI route points that are configured on the CRA server are associated with the user.
MIVR-SS_TEL-7-UNK
JTAPI-JTAPI-7-UNK:[XXX_1393]CiscoRegistrationExceptionImpl
caught: At least one media capability must be specified
This error message indicates a failed codec install.
- Check the registry at HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\CRS\Properties\application.MIVR.properties.com.cisco.dialog.codec = G711ULAW64K,G711ALAW64K
- If it is not there, then add the codec G711 as in the previous example.
- Restart the CRS Node Manager service from Start > Programs > Administrative Tools.
Note: If the JTAPI subsystem does not come into service after these steps are completed, the CRS needs to be uninstalled and re-installed.
MIVR-SS_TEL-3-UNABLE_REGISTER_CTIPORT
1683: Mar 24 11:27:51.716 PST
%MIVR-SS_TEL-3-UNABLE_REGISTER_CTIPORT:
Unable to register CTI Port: CTI Port=4503,
Exception=com.cisco.jtapi.InvalidArgumentExceptionImpl:
Address 4503 is not in provider’s domain.
1684: Mar 24 11:27:51.716 PST %MIVR-SS_TEL-7-EXCEPTION:
com.cisco.jtapi.InvalidArgumentExceptionImpl:
Address 4503 is not in provider’s domain.
The JTAPI subsystem is unable to initialize one or more CTI ports or route points. The error message in the trace tells you which CTI port or route point was unable to be initialized. Verify that this device exists in the Cisco CallManager configuration, and is also associated with the JTAPI user on the Cisco CallManager.
MIVR-SS_TEL-2-SS_PARTIAL_SERVICE
%MIVR-SS_TEL-2-SS_PARTIAL_SERVICE:JTAPI subsystem in partial service:
Failure reason=A number of route points are OOS – TR[num=8490], TR[num=8550],TR[num=8566]
This issue can occur when there is an issue with the CTI ports. Unassociate and reassociate all devices from JTAPI user. Then, restart the CRS Engine and the Cisco CallManager Servers.
