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Cisco Unified Intelligent Contact Management Enterprise

Field Notice: FN - 62589 - Agent Login with Incorrect Extension Causes Enterprise Agent Peripheral Interface Manager (Eagt PIM) Assert


Revised November 13, 2006

November 9, 2006

NOTICE:

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Products Affected

Products Affected

Intelligent Call Manager (ICM) - 7.0 SR3, 7.0 SR4, 7.1(1), 7.1(2)

Problem Description

Enterprise Agent Peripheral Interface Manager (Eagt PIM), which is also known as Call Manager Peripheral Interface Manager (CCM PIM), asserts if an agent logs into Computer Telephony Integration Object Server (CTI OS) desktop client, or a third party client, with an incorrect number of digits for an extension.

Background

The problem may show up if an agent logs in with a certain incorrect extension (instrument). The incorrect extension can be composed by adding a prefix to the correct agent instrument. An example would be when correct extension is a 5-digit extension, such as 75844, but the agent accidentally uses a 6-digit extension, such as 775844.

Problem Symptoms

An Eagt / CCM PIM assertion due to an invalid memory address (null pointer) being used without validation may result when an incorrect number of digits for an extension are used during an agent login.

In 7.0 SR3, 7.0 SR4 and 7.1(1), the problem only shows up if IP Contact Center (IPCC) Peripheral Gateway (PG) is the system PG and has Device Targets configured.

In 7.1(2), the problem shows up with traditional IPCC PG (CCM PG or Generic PG) with Device Targets configured, as well as in the case of System PG with Device Target configuration.

For this issue, Eagt / CCM PIM crashes and a mini dump is generated. An example PIM log is shown below for a case when an agent incorrectly entered a six digit extension of 775844. The parts in the log which are key to identifying this issue are shown in bold italics .

11:29:31 pg1B-pim1 Trace: 
[ 2260]TelephonyDriver::CSTASetAgentState: DeviceTarget not found. 
NetTgtID=instString=775844
 
11:29:31 pg1B-pim1 Trace: [ 2260]Generated network target id is:100001 
11:29:31 pg1B-pim1 Trace: [ 2260]DeskLinkDeviceTarget::ValidateConfigString: Error Device Target Glob Addr=Unknown/Net tgID=-1 with duplicate ext= 75844 not configured
 - config string =/DEVTYPE CISCOPHONE /DN 775844
 
11:29:31 pg1B-pim1 Trace: [ 2260]DeskLinkPeripheral::SetAlert - () Setting CONFIG Alert 
#1 - 11:29:31 Dup Ext 
11:29:31 pg1B-pim1 Trace: [ 2260]DeskLinkPeripheral::NotifyDeviceTargetAdd: ERROR: 
Invalid config string - Glob Addr=Cisco775844/Net tgID=100001 " 
11:30:12 pg1B-pim1 Trace: [ 1792]CExceptionHandlerEx::GenerateMiniDump -- A Mini Dump File is available at logfiles\eagtpim.exe_20061016113012219.mdmp 
11:30:12 pg1B-pim1 Unhandled Exception: [ 1792]Exception code: C0000005 ACCESS_VIOLATION 

Fault address: 0044C00A 01:0004B00A C:\icm\bin\eagtpim.exe

Workaround/Solution

When running ICM 7.0SR3 and ICM 7.0SR4, the problem will only occur on System Peripheral Gateways (PG) with Device Targets configured. Most deployments of System PG use the web configuration, which does not support, nor require, Device Target configuration, so there is no issue in that case. If using traditional IPCC configuration, such as non-Web Based Configuration, and System PG, Device Targets are unnecessary and should be removed from the configuration to prevent the problem from occurring. This is done via the Configuration Manager and it is recommended this be done when the PG is down. Reference CSCsg43233.

The solution when running ICM 7.1(2), using a traditional CCM/Generic PG, whereby Device Target configuration is required, is to apply engineering special ES7. The workaround as described above will otherwise work for System PG deployments.

This issue is resolved in 7.1(3).

DDTS

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DDTS

Description

CSCsg43233 (registered customers only)

PIM asserts if agent logs in with incorrect number of digits for the extension.

Revision History

Revision

Date

Comment

1.1

13-NOV-2006

Clarifications to content in several sections

1.0

09-NOV-2006

Initial Public Release

For More Information

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