This document describes one reason that the Cisco Media Blender fails
to establish a connection with the Cisco Collaboration Server and provides a
solution in a Cisco Unified Intelligent Contact Management (ICM) Enterprise
Cisco recommends that you have knowledge of these topics:
The information in this document is based on Cisco Unified ICM
Enterprise Edition version 5.x and later.
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.
Technical Tips Conventions for more information on document
The Collaboration Server is an application that provides Contact
Centers with the ability to handle web-initiated requests. The Collaboration
Server allows Contact Center agents to share information with customers over
the web. This includes web pages, forms, and applications. At the same time,
the Collaboration Server uses nothing more than a common web browser in order
to conduct a voice conversation or text chat.
The Media Blender works with the Collaboration Server in order to
provide a blended collaboration and a callback. The Media Blender provides a
firewall gateway service to allow communication between the Collaboration
Server, which resides outside the firewall, and the Unified ICM peripheral
gateway (PG), which is inside the firewall.
A descriptive Collaboration Server and Media Blender in the
Multi-Channel Contact Center is illustrated in Figure
Figure 1—Collaboration Server and Media Blender in the
Multi-Channel Contact Center
The Media Blender is configured to connect with the Collaboration
Server via Remote Method Invocation (RMI) on port 1099 (see arrow A in
Figure 1). However, the connection request fails to
establish through the firewall.
In the log from the Media Blender, this entry is identified:
06/30/2006 15:28:46.755 ERROR ERROR common.2 LegacyError
com.cisco.io.net.rmi.RmiDriver Authenticate "RmiDriver:
"java.rmi.ConnectException: Connection refused to host: 192.168.9.180;
nested exception is: java.net.ConnectException: Connection timed out:
connect" - Legacy error: null
This log entry means there is no socket connection established. These
are the possible reasons:
If the server is behind the firewall, it needs an externally known IP
address which is defined in the vmoptions file as this:
Thus, when a client connects to a server via Network Address
Translation (NAT), the RMI connection uses the externally known IP address
instead of the local address in order to identify itself to the client.
You need to change the vmoptions file on the
Collaboration Server in order to solve the problem. Complete these
Go to C:\Program Files\New Atlanta\ServletExec ISAPI\ServletExec in
order to find the vmoptions file.
Enter the java.rmi.server.hostname line (see arrow
A in Figure 2).
Restart the Internet Information Services (IIS) and the World Wide
Web (WWW) on the Collaboration Server in order for this change to take