Welcome to the Cyara Knowledge Center

**Please see attached .DOC for full article and images**

Introduction: This guide was created to advanced level troubleshoot Cyara Virtual Agents which are not able to log in. The audience of this guide will have access to Unified Collaboration Suite logging and tools.

Versions:

Unified Call Manager 12.5

Unified Contact Center 12.0

Finesse 12.0

RTMT – 12.5

Cyara – Any

After configuration in the Cyara platform an Agent must be created in the Cisco UCCE Platform. For more details on configuring agents within Cyara, please reference https://support.cyara.com/hc/en-us/articles/360003621416-Creating-New-Virtual-Agents.

A number of misconfigurations can cause an agent to log in. After validating the configuration there are tools within the Unified Collaboration to drill down into logs. These logs will give you a real-time and historical view of the sequence of events.

Real Time Monitoring Tool (RTMT)

RTMT is used for all logging on Unified Communication Manager (UCM). This will provide you with status of Cisco Phones – whether physical or virtual. RTMT can be downloaded from UCM>Tools>Real-Time Monitoring Tool.

Once installed RTMT will bring you to the main system status overview. Unless troubleshooting an outage, you will not need this screen.

From here you will want to navigate to the registered devices by selecting Voice/Video>Device>Device Search>Phone

Here you will see a list of Registered/Unregistered devices. If there are many devices, then you can use the filter buttons to find the device in question.

If you have validated your device is registered, then UCM is most likely not the culprit and you may move on to UCCE troubleshooting.

If the device is unregistered you will need to collect and review trace files. This can be accomplished by clicking Trace & Log Central then Collect files.

In a good trace you will see the phone registration take place. Errors in this log will point to the appropriate configuration to research (Device Pool, IP, Device Type, etc.).

Cisco Unified Contact Center Enterprise Portico

The UCCE Portico is a powerful tool that allows you to collect a variety of logs from the Peripheral Gateway (PG). To access the Portico you will need to log on the PG with administrative privileges.

On the server navigate to Start>All Programs> Cisco>Diagnostic Framework Portico

Once opened you will need to log into using the administrative credentials you used to access the server.

On the left-hand pane you will see ListLogFiles. Once you click this you will be presented with a filter and a list of log files.

In the component dropdown menu you will see a list of log files. For agent specific troubleshooting, you will want to use the PG Agent Logs, and the JTAPI logs.

You must select these separately as the Portico will only pull one log at a time. Choose your filters from the range when you attempted to log the agent.

The logs will be exported as a .ZIP file. Upon review you would want to see if your agent successfully logged in.

If you do not see a log in event attempt, then the Extension is not properly configured, and you will need to reference your configuration.

If you find log in attempts, then you will see the attempt and any associated errors.

In the example below, the login attempt was made; however, failed because the JTAPI agent was unable to establish communication.

0000701346: 10.10.100.31: Mar 26 2021 05:06:52.870 -0500: %CCBU_pool-1-thread-4-Infrastructure-8417016-3-LOGIN_ERROR: %[error_string=Status[name=SERVER_CREDENTIALS, category=LogIn, level=ERROR, detail=<null>, machines=JTAPI_FAILURE

Review your configuration and attempt log in again.

Reviewing logs requires a methodology of sequentially going through the log in attempts. Always start with UCM. From there go to JTAPI logs, then review PGAG logs.

If an error is uncovered within the PGAG logs then it is associated to the specific extension.

JTAPI logs will indicate an issue with the JTAPI client and will most likely resolve any subsequent log in issues.