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Cisco Unified Communications Manager Express

Field Notice: CallManager Express Sites May Experience One Way or No Way Audio With AIM-VOICE-30 or AIM-ATM-VOICE-30 and CME Release 3.0 or Later May See Router Reloads


August 26, 2004


Products Affected

Products Affected

Comments

2600XM - AIM-VOICE-30,AIM-ATM-VOICE-30

Version: 3.1 - 12.3(7)T or later; Problem - One way voice audio

2600XM - CCME 3.0 or higher

Router reloads unexpectedly after 10+ Days of heavy voice traffic

2691 - AIM-VOICE-30,AIM-ATM-VOICE-30

Version: 3.1 - 12.3(7)T or later; Problem - One way voice audio

2691 - CCME 3.0 or higher

Router reloads unexpectedly after 10+ Days of heavy voice traffic

3600 Series - CCME 3.0 or higher

Router reloads unexpectedly after 10+ Days of heavy voice traffic

3700 Series - AIM-VOICE-30,AIM-ATM-VOICE-30

Version: 3.1 - 12.3(7)T or later; Problem - One way voice audio

3700 Series - CCME 3.0 or higher

Router reloads unexpectedly after 10+ Days of heavy voice traffic

IAD2400 Series - CCME 3.0 or higher

Router reloads unexpectedly after 10+ Days of heavy voice traffic

1751 Series - CCME 3.0 or higher

Router reloads unexpectedly after 10+ Days of heavy voice traffic

1760 Series - CCME 3.0 or higher

Router reloads unexpectedly after 10+ Days of heavy voice traffic

Problem Description

Cisco has discovered some software defects that can affect customers deploying Cisco CallManager Express solutions on the 1751/1760, 2600XM, 2691, 3600 or 3700 platforms. Two major issues affecting customers are documented in this notice.

One Way Audio when placing calls though AIM-VOICE-30 module:

When placing calls to or from a digital voice interface using DSPs on the AIM-VOICE-30 or the AIM-ATM-VOICE-30 module, customers report one way audio or very low volume where callers can not hear each other after the call is connected. Once the problem is reported, many callers will report the one way or no audio problem until the router is restarted.

This problem has only been reported to affect customers who have the AIM-VOICE-30 or AIM-ATM-VOICE-30 module with Cisco CallManager Express 3.1 or later, Cisco IOS® Software version 12.3(7)T or later, with high call traffic. Customers who are using CME 3.0, Cisco IOS Software version 12.3(4)T or 12.2(15)ZJ with these cards have not reported this problem. Customers who use other digital voice interface modules, such as NM-HDV, NM-HDV2, and NM-HD-2VE with appropriate VWIC-xMFT-T1/E1 on the 2600XM/2691/3660/3700, and PVDM-256K-* DSP cards and VWIC-xMFT-T1/E1 on the 1751/1760 have not reported this problem.

Cisco CallManager Express router hangs or re-loads unexpectedly:

Customers using Cisco CallManager Express routers may experience a router reload or lockup during very high call traffic after 10-15 days of use. Cisco has replicated a memory usage defect reported by a small number of customers resulting in a router re-load during the business day. This defect is not related to the one way audio discussed above. When a router runs very low of available memory it can result in no audio being heard on calls before a router hang or reload. This defect effects version CME 3.0, Cisco IOS Software version 12.2(15)ZJ or 12.3(4)T and later. This defect only affects sites that have extremely high call traffic where calls are being transferred to another device or being placed into a call park slot and the calling party hangs up before the call is answered. These call flows result in a memory allocation error. Router platforms without significant spare DRAM memory will see this error more quickly.

Background

One Way Audio:

Cisco has been working with a few customers for several weeks to duplicate and find the root cause of one way audio or no audio reports associated with the AIM-VOICE-30 and AIM-ATM-VOICE-30 modules. To date, the root cause has not been found. It has been determined that not using the AIM-VOICE-30 or AIM-ATM-VOICE-30 module for DSP Resources (voice trunk termination) in the 2600XM, 2691, 3660 or 3700 series platforms resolves the issue. In addition this problem has only been reported using CME 3.1, Cisco IOS Software version 12.3(7)T) and later.

Any customers seeing one way audio or no audio should check Cisco DDTS CSCee27522 for current status on finding root cause and recommended actions.

Note:?Many customers reporting the way one audio issue also have Cisco Unity Express installed, but it has not been determined that Unity Express is in part causing this defect.

Note:? Cisco CallManager Express voice bundles CISCO2651XM-V-CCME, CISCO3725-V-CCME, and CISCO3745-V-CCME contain the AIM-ATM-VOICE-30 module and are susceptible to this defect. These bundles ship with Cisco IOS Software version 12.3(4)T which does not experience the reported one way audio or no audio problem. Customers who update these bundles to Cisco IOS Software version 12.3(7)T or 12.3(8)T may experience this defect.

To determine if your Cisco access router has the AIM-VOICE-30 module, within IOS use the show diagnostic command.

The resulting command if it shows ATM-AIM, then the system has the effected module.

ATM AIM: 1
        Voice AIM with 4 DSPsAIM Module in slot: 1
        Hardware Revision        : 1.0
        Top Assy. Part Number    : 800-13259-03
        Board Revision           : A0
        Deviation Number         : 0-0
        Fab Version              : 02
        PCB Serial Number        : xxxxxxxxxxxx
        RMA Test History         : 00
        RMA Number               : 0-0-0-0
        RMA History              : 00

To check a customers configuration to see if the AIM-VOICE-30 or AIM-ATM-VOICE-30 module is installed, use the IOS command show voice dsp. If the effected AIM module is installed, you will see a read out like this using the C5421 DSP chip.

ms-3660-9a#sh voice dsp
 
DSP  DSP             DSPWARE CURR  BOOT                         PAK     TX/RX
TYPE NUM CH CODEC    VERSION STATE STATE   RST AI VOICEPORT TS ABORT  PACK COUNT
==== === == ======== ======= ===== ======= === == ========= == ===== ============
C5421  1 01 {medium}  3.6.20 IDLE  idle      0  0 1/0:15     1     0          0/0
C5421  1 02 {medium}  3.6.20 IDLE  idle         0 1/0:15     2     0          0/0
C5421  1 03 {medium}  3.6.20 IDLE  idle         0 1/0:15     3     0          0/0
C5421  1 04 {medium}  3.6.20 IDLE  idle         0 1/0:15     4     0          0/0
C5421  2 01 {medium}  3.6.20 IDLE  idle      0  0 1/0:15     5     0          0/0
C5421  2 02 {medium}  3.6.20 IDLE  idle         0 1/0:15     6     0          0/0
C5421  2 03 {medium}  3.6.20 IDLE  idle         0 1/0:15     7     0          0/0
C5421  2 04 {medium}  3.6.20 IDLE  idle         0 1/0:15     8     0          0/0
C5421  3 01 {medium}  3.6.20 IDLE  idle      0  0 1/0:15     9     0          0/0
C5421  3 02 {medium}  3.6.20 IDLE  idle         0 1/0:15    10     0          0/0
C5421  3 03 {medium}  3.6.20 IDLE  idle         0 1/0:15    11     0          0/0
C5421  3 04 {medium}  3.6.20 IDLE  idle         0 1/0:15    12     0          0/0
C5421  4 01 {medium}  3.6.20 IDLE  idle      0  0 1/0:15    13     0          0/0
C5421  4 02 {medium}  3.6.20 IDLE  idle         0 1/0:15    14     0          0/0
C5421  4 03 {medium}  3.6.20 IDLE  idle         0 1/0:15    15     0          0/0
C5421  4 04 {medium}  3.6.20 IDLE  idle         0 1/0:15    17     0          0/0
C5421  5 01 {medium}  3.6.20 IDLE  idle      0  0 1/0:15    18     0          0/0
C5421  5 02 {medium}  3.6.20 IDLE  idle         0 1/0:15    19     0          0/0
C5421  5 03 {medium}  3.6.20 IDLE  idle         0 1/0:15    20     0          0/0
C5421  5 04 {medium}  3.6.20 IDLE  idle         0 1/0:15    21     0          0/0
C5421  6 01 {medium}  3.6.20 IDLE  idle      0  0 1/0:15    22     0          0/0
C5421  6 02 {medium}  3.6.20 IDLE  idle         0 1/0:15    23     0          0/0
C5421  6 03 {medium}  3.6.20 IDLE  idle         0 1/0:15    24     0          0/0
C5421  6 04 {medium}  3.6.20 IDLE  idle         0 1/0:15    25     0          0/0
C5421  7 01 {medium}  3.6.20 IDLE  idle      0  0 1/0:15    26     0          0/0
C5421  7 02 {medium}  3.6.20 IDLE  idle         0 1/0:15    27     0          0/0
C5421  7 03 {medium}  3.6.20 IDLE  idle         0 1/0:15    28     0          0/0
C5421  7 04 {medium}  3.6.20 IDLE  idle         0 1/0:15    29     0          0/0
C5421  8 01 {medium}  3.6.20 IDLE  idle      0  0 1/0:15    30     0          0/0
C5421  8 02 {medium}  3.6.20 IDLE  idle         0 1/0:15    31     0          0/0

Note:? Cisco Systems has applied extra resources to find the root cause of this defect as quickly as possible. This advisory and the DDTS assigned will be updated once the problem is root caused and a solution is available.

Router Hangs or Reloads:

Cisco has discovered a memory allocation error related to high call traffic that causes a Cisco CallManager Express enabled router to hang or reload unexpectedly. This defect is being tracked via Cisco DDTS CSCef34099. This problem is reported where calls being transferred to another IP phone or to a call park slot and the original caller hangs up before connect, creates a memory allocation error. After many days of high volume traffic with these types of calls, the router will run out of operating memory and can experience a hang or reload.

This memory allocation error is related to the AFSapp application which watches for calls in progress. In normal situations only one or two AFSapp should be in use for support of phones with CME. Using the show processes memory Cisco IOS command will show current processes in use. If more than two AFSapp are displayed, the router may experience a system hang or reload once available memory reaches a low point.

Problem Symptoms

One Way Audio when placing calls though AIM-VOICE-30 module:

When placing calls to or from a digital voice interface using DSPs on the AIM-VOICE-30 or the AIM-ATM-VOICE-30 module customers report one way audio or very low volume where callers can not hear each other after the call is connected. Once the problem is reported, many callers will report the one way or no audio problem until the router is restarted.

Cisco CallManager Express router hangs or re-loads unexpectedly :

Customers using Cisco CallManager Express routers may experience a router reload or lockup during very high call traffic after 10-15 days of use. Cisco has replicated a memory usage defect reported by a small number of customers resulting in a router re-load during the business day. This defect is not related to the one way audio discussed above, but when a router runs very low of available memory can result in no audio being heard on calls before a router hang or reload.

Workaround/Solution

Until the root cause of this defect is found and this advisory is updated with additional information, the following is recommended for customers to avoid one way audio or no audio issues associated with this defect:

  • Use CME Version 3.0, Cisco IOS Software version 12.3(4)T if the customer does not require CME 3.1 features.

  • If CME Version 3.1 is required use an alternative voice module like NM-HD-2VE, NM-HDV, or NM-HDV2 instead of the Cisco AIM-VOICE-30 or AIM-ATM-VOICE-30 module.

  • Customers who cannot change modules and are using Cisco IOS Software version 12.3(7)T or later are advised to move to Cisco IOS Software version 12.3(8)T3 and disable VAD for all interfaces.

Once Cisco IOS Software version 12.3(8)T4 is posted to Cisco.com, customers will be advised to update to this version. This version contains updated DSP code plus debugs to help located the root cause of this defect. Additionally, customers experiencing this one way or no audio defect should open a TAC case to stay current with available options.

Router Hangs or Reloads:

  • If it is a standalone site without use of WAN for voice calls, configure the system under Telephony-Services for transfer-system local-consult.

  • Update solution to Cisco IOS version 12.3(8)T4 or later for resolution of this defect.

Posting of Cisco IOS Software version 12.3(8)T4 is expected in mid September 2004.

Rebuilds of 12.3(4)T and 12.3(7)T with a fix for this defect will be posted in the next 60 days.

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

CSCee27522 (registered customers only)

No Audio on ISDN PRI Channels using AIM Module

CSCef34099 (registered customers only)

Many AFSapp processes spawned during load run

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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