This document describes one reason why the Cisco Blended Agent (BA)
Dialer fails to establish a session with the Computer Telephony Integration
(CTI) server and provides a solution in a Cisco Intelligent Contact Management
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The information in this document is based on these software and
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.
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The CTI Server is an optional component that allows an external CTI
application to communicate with a Peripheral Gateway (PG). It can reside on the
same machine as the PG or on a separate machine. Microsoft Windows 2000 is the
accepted platform for ICM version 5.0 and later.
Figure 1 shows the troubled PG and CTI
Server setup. It runs on side B of a duplexed PG. It has two Network Interface
Cards (NIC). One for the visible network and the other is for the private
network. Traffic between the CTI Server and the BA Dialer travels the visible
Figure 1: CTI Server with Two NICs
BA Dialer fails to connect with the CTI Server, as
Figure 2 shows. Eventually, the session request
Figure 2: BA Dialer
Complete these steps when this problem occurs:
Configure and run the ctitest command on
both CTI Servers (A and B).
Verify the network, IP address, and port number if the test
Note: Refer to the
Test Guide for information about the ctitest
Run netstat -n -a to verify that the
correct IP address listens to the correct port on the active CTI
When you establish a session in TCP IP, an IP address and port number
are required on both the source and destination machines. According to the
dialer configuration, as Figure 3 shows, the
session request is sent to either port 42027 or port 43027 for CTI Server A
(10.1.8.102) or CTI Server B (10.1.8.103) respectively.
Figure 3: Dialer Properties
The root of the problem is the NIC binding order. In ICM, when the CTI
Server opens a session, it listens to port 42027 or 43027 on CTI Server A or B,
respectively. In a multiple NIC environment, the CTI Server listens to ports of
the first NIC's IP address in Microsoft Windows 2000 server.
Since the IP address of the first NIC is 220.127.116.11 on the CTI Server
B, as Figure 4 shows, the CTI Server listens to
port 43027 (CTI Server B) of IP address 18.104.22.168. But the BA Dialer sends
the session request to port 43027 of IP address 10.1.8.103 . Thus, the session
fails to establish between the CTI Server and the BA Dialer.
Figure 4: Binding Order
Change the binding order to fix the problem. Refer to
Engine Not Starting with Second NIC Installed for information on how to
modify the NIC binding order.