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Cisco Unified Customer Voice Portal

Field Notice: FN - 63209 - Cisco Unified Presence Service Outage when deployed with Cisco Unified Customer Voice Portal - Upgrade Required

Field Notice: FN - 63209 - Cisco Unified Presence Service Outage when deployed with Cisco Unified Customer Voice Portal - Upgrade Required

February 19, 2009


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
1.0
19-FEB-2009
Initial Public Release

Products Affected

Products Affected Comments
Cisco Unified Presence - 6.0(4) and earlier 

Problem Description

In Cisco Unified Presence (CUP) version 6.0(4) and earlier, when used as a standalone SIP Proxy server with Cisco Unified Customer Voice Portal (CVP), memory corruption can occur resulting in an eventual Core Dump and loss of the SIP Proxy Service on the CUP Server.

Background

The memory corruption with the SIP Proxy Service on the CUP Server is caused by a high volume of large Inbound SIP INVITE messages from the CVP Server to the CUP Server.

This issue exists in CUP 6.0(4) and earlier, and there are no known CVP version dependencies.

Problem Symptoms

With CUP 6.0(4) and earlier versions deployed as a Standalone SIP Proxy Server with CVP, service outages occur. Since the SIP Proxy Service is the call routing engine in a CUP/CVP Deployment, service outages of the SIP Proxy Service result in a loss of service for the call center.

CUP Server Core-dumps are generated.

Spontaneous CUP Server reboots may also occur as more core-dumps are generated.

Workaround/Solution

No action is required on CVP Servers.

The permanent solution is to upgrade the CUP server to 6.0(5) or later. Cisco Systems, Inc. recommends customers consider this a MANDATORY UPGRADE for the CUP Server when deployed with CVP in order to maintain a healthy Call Center Environment.

To Download CUP Software, follow this link:

Cisco Unified Presence Version 6.X Downloads (registered customers only)

DDTS

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

DDTS Description
{CSCso07061} (registered customers only) CUPS generates core dumps under load with CVP 7.0.1.

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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