Guest

Cisco Unified Intelligent Contact Management Enterprise

Field Notice: FN - 62509 - Computer Telephony Integration Object Server (CTIOS) - CTIOS Client Connection Manager Caches an Exception or Deadlocks - Patch Required


Revised September 11, 2006

August 23, 2006

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.


Products Affected

Cisco CTI OS - 7.0, 7.0 SR1, 7.0 SR2 and 7.1(1)

Problem Description

During high call volume peak business hours, CTIOS Agents may be unexpectedly disconnected from the system, and any attempt to re-login will fail. In order to correct the situation, the CTIOS Server Node in question needs to be recycled via the Cisco ICM Service Control.

Background

This issue was discovered in production during peak business hours.

Problem Symptoms

CTIOS Agents logged in to the call center are disconnected unexpectedly and cannot reconnect. Also, any new agent login attempts fail.

The more common symptoms of this problem are:

  • In the CTIOS Server Node Trace Logs you will find entries that indicate that the Client Connection Manger catches an unknown exception, for example:

    11:52:16 CTIOS1-ctios Trace: Client [00BDE560]: HandleAcceptComplete, caught unknown exception. 
    12:29:37 CTIOS1-ctios Trace: CRITICAL:CClientMgr::OnDistributionListEvent(): caught unknown exception. 
    
  • CTIOS Server Node stalled (server not responding and it shows no activity)

Workaround/Solution

The Engineering Special, CTI OS 7.0(0) SR2 ES13, has been developed to resolve this issue. This ES is available to registered customers at the Special File Access page. Special Access Code: ICM4762648803

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

CSCse81291 (registered customers only)

Generic CTI OS Server to CTI OS Client connection layer problem.

CSCse 58551 (registered customers only)

Client connection manager module in CTIOS server caught an exception.

Revision History

Revision

Date

Comment

1.1

11-SEP-2006

Updated ES version and access code

1.0

23-AUG-2006

Initial Public Release

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:

Receive Email Notification For New Field Notices

Product Alert Tool - Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.