JTAPI Case Opening Steps
For development issues and questions that cannot be addressed through the forum , you can open a case with Cisco’s Developer Support team.
For Solution Partner Program partners, this service is included in your Solution Partner Program memberships. You can also purchase tickets as needed basis directly from the site.
To help resolve your case quickly, please provide the following information when opening a developer support case:
- General description of the problem
- Is the problem reproducible or intermittent?
- Device Names, Directory Names (DN's)
- Observed vs. expected API behavior
- Version Number of CUCM
- Version Number of JTAPI
- JTAPI Logs ( Gathering detailed level JTAPI Logs )
- Cisco CTI/Call Manager Traces( Gathering CTI SDI/SDL Traces )
- Time Stamp of the Issue
Note : Please note that it is important to have matching CTI, CM, and JTAPI logs with the same time stamp covering the problem scenario.
Gathering detailed level JTAPI traces
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Step 1:
Go to Start > Programs > Cisco Unified JTAPI > JTAPI Preferences.
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Step 2: The JTPrefs application allows you to enable or disable various kinds of tracing.To turn on JTAPI traces run JTPrefs, and in JTAPI Tracing tab, select all the trace levels.
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Step 3: If DEBUG is enabled, JTPREFS allows you to enable/disable various debugging levels.
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JTAPI_DEBUGGING is used to trace JTAPI methods and events.
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JTAPI_IMPLDEBUGGING is for internal JTAPI implementation trace.
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CTI_DEBUGGING is to trace Unified CM events sent to JTAPI implementation.
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CTIIMPL_DEBUGGING for internal CTICLIENT implementation trace.
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PROTOCOL_DEBUGGING for full CTI protocol decoding.
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MISC_DEBUGGING-miscellaneous low-level debug trace.
Go to Start > Programs > Cisco Unified JTAPI > JTAPI Preferences.
Different Tabs of the JTAPI Preferences window are as shown below:
- JTAPI Tracing Tab
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Log Destination Tab
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Cisco Unified CM Tab
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Advanced Tab
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Security Tab