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Cisco Outbound Option

Field Notice: FN - 63510 - Cisco Unified CCE Outbound Option: SIP Dialer Instability Due to Certain Gateway Messages - Patch Recommended

Field Notice: FN - 63510 - Cisco Unified CCE Outbound Option: SIP Dialer Instability Due to Certain Gateway Messages - Patch Recommended

April 6, 2012


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
06-APR-2012
Initial Public Release

Products Affected

Products Affected
UCCE OUTBOUND OPTION - 8.0(x), 8.5(1), 8.5(2), 8.5(3) 

Problem Description

SIP Dialer crashes while processing malformed messages are received from compatible Cisco Gateways.

Background

Message 183 can sometimes contain message bodies that cannot be processed by the SIP dialer. This leads to a memory corruption within the dialer process resulting in a crash. The campaigns are resumed when the hot standby dialer starts following normal failover operation. Phone records in the crashed dialer's cache will be redialed.

Problem Symptoms

SIP Dialer crashes while processing malformed messages are received from compatible Cisco Gateways.

The probability that the problem will occur is unknown, but the problem is limited to SIP Dialer deployments. Once the error is observed it is likely to happen again.

The impact causes instability due to the crashes and possibility of customer records incorrectly being dialed multiple times.

Workaround/Solution

The only workaround, once the issue is observed, is to change all campaigns to utilize Direct Preview mode. This will circumvent the SIP Dialer from processing the malformed messages from the gateway. Note: The Direct Preview uses the Agent's handset for all Outbound calls and does not take advantage of the Call Progress Analysis offered by the gateway. Please refer to the Outbound Option guide for details on implementing Direct Preview.

The solution requires 8.5(3) ES5: http://www.cisco.com/cisco/software/special/release.html?config=928ac083e4a1f7caafd9124b8a997a8c

8.0(x), 8.5(1), and 8.5(2) UCCE customers will need to upgrade to 8.5(3) to apply the ES5 patch as their versions have reached End of Software Maintenance.

It is not essential to apply the patch if you are not observing the issue.

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
CSCty09668 (registered customers only) SIP Dialer restarts when the 183 message does not have MIME content.

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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