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CTIOS Silent Monitoring Is Not Working - Ethernet Card Driver

Document ID: 52558

Updated: Aug 31, 2006

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Introduction

This document describes one reason why the Computer Telephony Integration Object Server (CTIOS) supervisor desktop fails to establish a session with the CTIOS agent desktop.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • CTIOS Silent Monitor

  • Microsoft Networking

Components Used

The information in this document is based on these software and hardware versions:

  • CTIOS Silent Monitor

  • Microsoft Windows NT 4.0, Windows 2000, and Windows XP

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to the Cisco Technical Tips Conventions for more information on document conventions.

CTIOS Client Log File

You can find the trace log name and location for client processes under this registry key:

HKEY_LOCAL_MACHINE\Software\Cisco Systems\CTI OS\Logging\TraceFileName

The default filename is CTI OSClientLog. The convention <TraceFileName>.mmdd.hhmmss.log is used to create log files. The files are created in the current directory of the executing program, for example the directory into which you have installed the AgentDesktop. You can provide a fully qualified path for the TraceFileName if you want to store the files in a different location. For example, set the value to "c:\temp\CTI OSClientLog" to place the log files in the directory "c:\temp" with the naming convention of CTI OSClientLog.mmdd.hhmmss.log. Client trace files are simple ASCII text, and you can open them with a conventional text editor such as Notepad.

Problem 1

The CTIOS supervisor desktop fails to establish a session with the CTIOS agent desktop through UDP port 8500. From the CTIOS supervisor desktop log, the CTIOS agent desktop responds to the request and accepts to engage in the session, as shown in this log:

05/18/04 11:09:47.652  3444  SupervisorSoftphone  CCtiOsSession::OnEvent,
(UniqueObjectID:SilentMonitorManagerObject
       MessageID:eSilentMonitorStatusReportEvent
       MonitoredUniqueObjectID:agent.5000.65436 DriverID:2
       OriginatingClientID:LT-MARY-S-776-660 OriginatingServerID:ammvicpg01:42028
       SMSessionKey:101 StatusCode:3 TargetCILClientID:KADEMADAPS2-3444-500)

However, there is no established session between the CTIOS supervisor desktop and the CTIOS agent desktop. The supervisor desktop attempts to establish the session but is unable to connect.

05/18/04 11:10:03.143  3444  SupervisorSoftphone CUDPPort(03DAACD0)::SendData,
 WARNING No default destination
05/18/04 11:10:03.143  3444  SupervisorSoftphone 
CSMDecoderHeartbeatTimer::SendHeartbeat() WARNING Unable to send all bytes inpacket

Examine the corresponding CTIOS client log. Record the failing sequence as shown here:

  1. The CTIOS agent desktop receives the invitation:

    05/19/04 16:32:08.372  2120  CTIOSSoftphone 
    CSilentMonitorManager::OnSilentMonitorStartRequestedEvent, (PeripheralID:5000
          AgentID:65436 UniqueObjectID:SilentMonitorManagerObject
          MessageID:eSilentMonitorStartRequestedEvent HeartBeatInterval:5
          MonitoringHostName:(null) HeartbeatTimeout:15
          MonitoringIPAddress:10.82.32.242 MonitoringIPPort:8500
          OriginatingClientID:KADEMADAPS2-3980-900 SMSessionKey:101)
  2. The CTIOS agent desktop accepts and starts the silent monitor session:

    05/19/04 16:32:08.382  2120  CTIOSSoftphone 
    CSilentMonitorManager::AcceptSilentMonitoring, (PeripheralID:5000
          AgentID:65436 UniqueObjectID:SilentMonitorManagerObject
          MessageID:eSilentMonitorStartRequestedEvent HeartBeatInterval:5
          MonitoringHostName:(null) HeartbeatTimeout:15
          MonitoringIPAddress:10.82.32.242 MonitoringIPPort:8500
          OriginatingClientID:KADEMADAPS2-3980-900 SMSessionKey:101)
  3. The CTIOS agent desktop sends the audio to the CTIOS supervisor desktop over UDP port 8500:

    05/19/04 16:32:08.382  2120  CTIOSSoftphone
      CSMSniffer::StartAudioSending
    (10.82.32.242,8500,101,5,15)
  4. UDP session starts, heartbeat initiates:

    05/19/04 16:32:08.382  2120  CTIOSSoftphone
      CSMSnifferHeartbeatTimer::StartSession
    (101,5,15)
  5. CTIOS agent desktop sends an acknowledgment to the CTIOS supervisor desktop:

    05/19/04 16:32:08.412  2120  CTIOSSoftphone 
    CSilentMonitorManager::ReportSilentMonitorStatus, Session Key(101), 
    Silent monitor started
    05/19/04 16:32:08.412  2120  CTIOSSoftphone 
    CCtiOsSession::MakeRequest(eReportSilentMonitorStatusRequest)
    05/19/04 16:32:08.412  2120  CTIOSSoftphone  CCtiOsSession::MakeRequest:
    (UniqueObjectID:agent.5000.65436 SMSessionKey:101 StatusCode:3)
  6. The CTIOS agent desktop checks whether the IP Phone still receives VoIP traffic:

    05/19/04 16:32:14.181  2120  CTIOSSoftphone
      CSMSniffer::CheckForRTPStreamTimeout(101)
    05/19/04 16:32:20.209  2120  CTIOSSoftphone
      CSMSniffer::CheckForRTPStreamTimeout(101)
  7. The session terminates because there is no connection established for the supervisor decoder object over the UDP session:

    05/19/04 16:32:24.235  2120  CTIOSSoftphone
      CSMSnifferHeartbeatTimer::NotifySessionDisconnected (5)
    05/19/04 16:32:24.235  2120  CTIOSSoftphone
      CSMSniffer::OnSessionDisconnected(101,5)
    05/19/04 16:32:24.235  2120  CTIOSSoftphone
      CSMSniffer::StopAudioSending (101)
    05/19/04 16:32:24.235  2120  CTIOSSoftphone
      CSMSnifferHeartbeatTimer::StopSession (101)

Use Packet Analyzer to trace the traffic between CTIOS supervisor desktop and agent desktop. In this instance, there is no traffic between the CTIOS supervisor and the agent desktop through UDP port 8500.

Solution 1

Here are some possible reasons for this problem:

  • Access list on the router or the switch blocks the UDP port 8500.

  • Firewall filters the UDP port 8500.

  • Ethernet (NIC) card is defective.

  • Ethernet (NIC) driver has problems.

There is a known driver issue for Intel Network Drivers to support silent monitoring. By default, Intel adapters strip the VLAN tag, and then pass the tag up the stack. If you need to see the tag, use one of these driver versions (or later):

  • PRO/100 6.x or 7.x base driver

  • PRO/1000 7.2.17.803 (plain 7.2.17 does not have this feature)

Problem 2

This application error appears when you try to upgrade the Cisco driver for Siebel (CTIOS client) from v6.0 to v7.0(0).

ctios-silent-monitor-01.gif

Solution 2

This issue raises due to default install directory location is wrong.

Ensure that this is the default install directory: C:\Program Files\Cisco Systems\CTIOS Client\Siebel Driver

Related Information

Updated: Aug 31, 2006
Document ID: 52558