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Cisco Unified Communications Manager (CallManager)

Field Notice: Cisco CallManager 3.3(4)SR1 Can Cause IP Contact Center (IPCC) Express Integrated Contact Distribution (ICD) Server Crash


July 23, 2004


Products Affected

  • CRS ICD - 3.1(2)

  • CM CTI - 3.3(4)SR1

Problem Description

Installation of the service release 1 on a Cisco CallManager 3.3(4) server or cluster can cause a failure to an IP Contact Center (IPCC) Express Integrated Contact Distribution (ICD) server.

Failure follows a call transfer initiated from a Cisco IPCC Express client registered to one Cisco CallManager node to a device registered to a different node.

Background

Two issues have been found in the Cisco CallManager and Cisco IPCC Express software.

The Cisco CallManager service relase issues an incorrect nodeID portion of the callID in the computer telephony integration (CTI) message when a call is transfered to a device with a different nodeID. This defect was introduced as a result of a previous fix for CSCee06213 (registered customers only) . When the originator nodeID message is returned to the Cisco IPCC Express server the application is unable to handle the exception and enters an infinete loop until available memory is exhausted.

Problem Symptoms

Log files and error messages indicate memory exhaustion on Cisco IPCC Express server after crash.

Workaround/Solution

The Cisco CallManager 3.3(4)SR1 can be removed from all of the servers in the cluster. To remove the SR1 refer to the Readme file available with the SR.

The JTAPI Version on the Cisco Customer Response Solutions (CRS) server should also be downgraded. After Cisco CallManager 3.3(4)SR1 is removed from the cluster:

  1. Log into the Cisco CRS server and go to Start -> Programs -> Cisco CRA Administration -> JTAPI Update Utility and follow the on-screen prompts to sync the JTAPI versions.

  2. Once this is done, you will need to delete the JTAPI.jar file from **all** agent desktops which is located in this directory on the agents' PC's: C:\Program Files\Cisco\Desktop\bin\CiscoJTAPIClient\Lib. When the Cisco Agent Desktop (CAD) logs in after this, it will get the current version of JTAPI installed on the CRS server.

Cisco engineering has completed a fix and is currently rebuilding the service release for posting on Cisco.com. Cisco CallManager 3.3(4)SR1a is scheduled to be available the week of July 26, 2004.

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS

Description

CSCef22098 (registered customers only)

CRS Application goes into infinite loop

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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