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Cisco Unified Intelligent Contact Management Enterprise

Field Notice: FN - 63047 - Certain Releases of CTI OS Cause Failures When Multiple Peripherals Are Deployed


Revised November 4, 2009

February 18, 2008

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.


Revision History

Revision

Date

Comment

1.1

04-NOV-2009

Updated links for CTI OS versions under Workaround/Solution.

1.0

18-FEB-2008

Initial Public Release

Products Affected

Products Affected

CTI OS Server - 7.1(4), 7.1(5), 7.2(2), 7.2(3)

CTI Server - 7.1(4)

Problem Description

The CTI OS Server should support multiple peripherals, however code issues are not allowing this support to perform successfully in the versions identified in this notice.

The OPEN_REQ sent from CTI OS Server to CTI Server contains a N/A value for the Peripheral ID.

This causes CTI OS Server to receive messages for all configured peripherals from CTI Server.

When CTI OS Server sends the initial open connection request to CTI Server, it does not specify the configured Peripheral ID.

The result is CTI OS Server receives messages from CTI Server for all the configured peripherals.

Background

The CTI OS Server should support multiple peripherals, however code issues are not allowing this support to perform successfully in the versions identified in this notice.

It has been determined that CTI OS Server will recieve events from CTI Server for multiple configured peripherals, but will not recognize that there is more than one.

Problem Symptoms

When CTI OS Server receives messages from multiple peripherals, unexpected results may occur that could manifest as a memory leak, corrupted memory, a corrupted process, application crashes, and performance issues.

Workaround/Solution

If you have a deployment that requires multiple peripherals, use the appropriate patch listed below that resolve conditions described in this notice.

Below is a list of the CTI OS versions and links to the URL to find the fix for the issue:

  • CTI OS 7.1(4) ES6

    This must be applied in conjunction with the provided patch for ICM 7.1(4).

  • CTI OS 7.1(5) ES19

    There is no need to apply a patch for ICM 7.1(5), since the fix has been implemented.

  • CTI OS 7.2(2) ES5

    There is no need to apply a patch for ICM 7.2(2), since the fix has been implemented.

  • CTI OS 7.2(3) ES4

    There is no need to apply a patch for ICM 7.2(3), since the fix has been implemented.

Below is a list of the ICM versions and links to the URL to find the fix for the issue:

  • ICM 7.1(4) ES44

    The 7.1(4) CTI patch must be installed with this patch to provide the complete fix.

    A fix for this condition has already been implemented in ICM 7.1(5), 7.2(2), and 7.2(3) releases, therefore, only the matching CTI version patches must be applied.

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

CSCsi00989 (registered customers only)

CTI OS Server Does Not Send Peripheral ID in OPEN_REQ

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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