Cisco Unified TAPI Developers Guide for Cisco Unified Communications Manager Release 7.0(1)
Troubleshooting Cisco Unified TAPI
Downloads: This chapterpdf (PDF - 116.0KB) The complete bookPDF (PDF - 8.21MB) | Feedback

Troubleshooting Cisco Unified TAPI

Table Of Contents

Troubleshooting Cisco Unified TAPI

Cisco TSP 3.1 Installation Issues

Cisco TSP Configuration in Windows

Wave Driver Installation in Windows

Wave Driver Uninstallation in Windows

TSP Trace of Internal Messages

CTI Ports and Cisco Communications Manager Administration

Route Points and Cisco Communications Manager Administration

TSP Operation Verification

Version Compatibility

Cisco TSP Readme

Common Issues


Troubleshooting Cisco Unified TAPI


This appendix contains information about troubleshooting Cisco TSP. It contains the following sections:

Cisco TSP 3.1 Installation Issues

Cisco TSP Configuration in Windows

Wave Driver Installation in Windows

Wave Driver Uninstallation in Windows

TSP Trace of Internal Messages

CTI Ports and Cisco Communications Manager Administration

Route Points and Cisco Communications Manager Administration

TSP Operation Verification

Version Compatibility

Cisco TSP Readme

Common Issues

Cisco TSP 3.1 Installation Issues

When upgrading a system to CiscoTSP 3.1 in which CiscoTSP 3.0 is installed, run the CiscoTSP 3.1 Install on that system to perform the upgrade. If installing CiscoTSP 3.0 on a system in which CiscoTSP 3.1 is installed, you must first uninstall CiscoTSP 3.1 using the CiscoTSP 3.1 Install and then run the CiscoTSP 3.0 Install. If you try to run the CiscoTSP 3.0 install on a system in which CiscoTSP 3.1 is already installed, then you will run into major problems.

If you accidently install CiscoTSP 3.0 on top of CiscoTSP 3.1 then you will have to follow the following steps to clean up the install for both CiscoTSP 3.0 and CiscoTSP 3.1.

Windows NT/95/98


Step 1 Remove all CiscoTSP entries in the providerlist by going to ControlPanel\Telephony.

Step 2 Go to Telephony Drivers tab and select all the CiscoTSP entries and remove them from provider list.


Windows 2000


Step 1 Go to ControlPanel\Phone & Modem Options

Step 2 Go to Advanced tab and select all CiscoTSP entries and remove them from provider list.


Common to All Platforms


Step 1 Go to registry HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc. and delete CiscoTSP registry key with its subkeys.

Step 2 Delete all the CiscoTSP*.tsp & CiscoTUISP*.dll from winnt\system32 directory. You may have to reboot the system so that it will allow you to remove these files.

Step 3 Go to registry key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall and Delete sub keys {AF198881-AF5B-11D4-9DA2-000039ED6324} and CiscoTSP.


Note Do not delete the entire Uinstall key, just delete the {AF198881-AF5B-11D4-9DA2-000039ED6324} & CiscoTSP key.


You have successfully removed all of the CiscoTSP from the system. It is now safe to install either CiscoTSP 3.0 or CiscoTSP 3.1 onto the system.


Cisco TSP Configuration in Windows

With Cisco TSP3.1, you will have to configure all the installed TSPs in the following steps.

Windows 95/98/NT


Step 1 From Control Panel, execute the "Telephony" utility.

Step 2 Select the "Telephony Drivers" tab and look in the list of service providers for "CiscoTSP0xx".

Step 3 Highlight this entry and click the "Configure" button. The Cisco TSP configuration window should be displayed.


Windows 2000


Step 1 From Control Panel execute the "Phone and Modem Options" utility.

Step 2 Select the "Advanced" tab and look in the list of service providers for "CiscoTSP0XX".

Step 3 Highlight this entry and click the "Configure" button. The Cisco TSP configuration window should be displayed.


Windows NT/95/98


Step 1 Go to "User" Tab. The security fields are the User Name and Password. To change the user name stored in the registry, overwrite the name in the user name edit box.

Step 2 Type in the new password and confirm the password in the "verify password" edit box. The passwords must match. This user and password must be configured in the Call Manager user administration pages in order for authentication to pass. There can only be one user name and password active at a time.

Step 3 Go to "CTI Manager" tab. The Call Manager location information is entered in this dialog box. If the TSP is on the same machine as the Call Manager click the Local Machine radio button. If the Call Manager is on a different machine then click the Call Manager IP Address radio button and enter the IP address or click the Call Manager Name radio button and enter the host name.

Step 4 Go to "Wave" tab. Select the desired number of wave devices this TSP wants to use. There is a limit on the max no of wave devices that can be installed on a system. User will have to choose the no of wave devices thru the available no.

Step 5 Go to "Trace" tab. Refer to section below named "Turning on tracing for the TAPI Service Provider" for details on this.

Step 6 Go to "Advanced" tab The Synchronous Message Timeout is the time the TSP should wait to receive a response to a CTI synchronous message. The value is expressed in milliseconds and the default is 15000 ms.


Note The rest of the fields in the TSP configuration dialog box are described in the "TAPI User's Guide".


Step 7 Restart the telephony service after configuring the TSP, so that an application can run and get the devices.


Note To Add/delete voice lines from the TSP config, first you have to uninstall (using instructions in section "Uninstalling Wave Driver") and then add/delete the voice lines and then install wave driver (using instructions in section "Installing the Wave Drivers") if wave driver has been already installed on the system. If there is no wave driver installed on the system then add the devices and then install the wave driver using instructions in the section "Installing the Wave Drivers".


Wave Driver Installation in Windows

Windows NT


Step 1 From Control Panel, execute the "Multimedia" utility.

Step 2 Select the "Devices" tab. Highlight "Audio Devices" and click Add.

Step 3 Select "Unlisted or Updated Driver" and Click OK.

Step 4 On the "Install Driver" window click "Browse" and Browse to the C:\Program Files\Cisco\Wave Drivers directory and click OK.

Step 5 Click OK again in the "Install Driver" window.

Step 6 Select "Cisco TAPI Wave Driver" in the Add Unlisted or Updated Driver window and click OK. When prompted to reboot your machine, do so.

Step 7 For Windows 2000

Step 8 From Control Panel execute the "Add/Remove Hardware" utility.

Step 9 Select "Add/Troubleshoot" when the prompt "Choose a Hardware Task" is displayed.

Step 10 Click the "Next" button.

Step 11 Select "Add a New Device" when the prompt "Choose a Hardware Device" is displayed.

Step 12 Click the "Next" button.

Step 13 Select "no" when the question "Do you want to search for new hardware devices" is displayed.

Step 14 Click the "Next" button. Select "Sound, video and game controller" when prompted for hardware type.

Step 15 Click the "Next" button. Click the "Have Disk" button when prompted to "Select a Device Driver".

Step 16 Click the "Browse" button on the "Install from Disk" window. Browse to C:\Program Files\Cisco\Wave Drivers and select the file "OEMSETUP".

Step 17 Click "Open" to install the Cisco Wave Driver. When prompted for "Install from disk 1" for file avaudio32.dll, choose Browse button and select path "C:\Program Files\Cisco\Wave Drivers" and click Open to install the avaudio32.dll. When prompted to reboot your machine, do so.


Note The Cisco Wave Driver is not supported on Windows 95 or Windows 98.



Wave Driver Uninstallation in Windows

Windows NT


Step 1 From Control Panel, execute the "Multimedia" utility.

Step 2 Select the "Devices" tab.

Step 3 From "Audio Devices" highlight "Audio for Cisco TAPI Wave Driver" and select Remove. It will prompt to "Are you sure, you want to remove Cisco TAPI Wave Driver?" choose Yes.

Step 4 Windows 2000

Step 5 From Control Panel execute the "Add/Remove Hardware" utility.

Step 6 Select "Uninstall" when the prompt "Choose a Hardware Task" is displayed.

Step 7 Click "Next" button.

Step 8 From "Add/Remove Hardware Wizard" choose the device to be removed from the list displayed.

Step 9 Select "Cisco TAPI Wave Driver" device. When prompted to uninstall select "Yes, want to uninstall". Device is uninstalled. Click on "Finish" button to complete uninstall. Restart Windows.


TSP Trace of Internal Messages

Procedure


Step 1 Go to "Start", "Settings", "Control Panel" and select "Phone and Modem Options".

Step 2 Go to "Advanced" tab. Select the "CiscoTSP0XX" and click "Configure" button.

Step 3 Go to "Trace" tab. Select "Trace On" check box and select 1. "TSP Trace" to trace the TSP internal messages. Select Error to just log erros in the TSP Select Detailed to log internal messages for debugging purposes. Select 2. "CTI Trace" to trace the messages sent between CTI and TSP. Select 3. "TSPI Trace" to trace the requests and events sent between TSP and TAPI.

Step 4 Set up a Directory which is the path for the trace log. For example, c:\Temp No. of Files: Set this to a value greater than or equal to 1 enables rolling log files. For example, a value of 10 will cause up to 10 log files to be used in a cyclic fashion. Max lines/file: specifies the maximum number of trace statements that will be written to each log file. For example, a value of 1000 will cause up to 1000 trace statements to be written to each log file.


CTI Ports and Cisco Communications Manager Administration

To add a CTI port, use the Cisco Communications Manager Administration web pages and follow the steps below.

Procedure


Step 1 Select Device > Phone. A web page with the title "Find and List Phones" will be displayed.

Step 2 On the right click on the link "Add a New Phone". This will display a page titled "Add a Phone".

Step 3 Select "CTI Port" from the pull down list of devices and click the "Next" button. Enter the device name of the CTI port and tab to the next "Description" box. The name will be displayed in the description field automatically. You can edit this to be something else or leave it as is.

Step 4 Click the "Insert" button. To add a line to this CTI port, click the line number on the left and enter a directory number.


Route Points and Cisco Communications Manager Administration

To add a route point, use the Cisco Communications Manager Administration web page and follow the steps below.

Procedure


Step 1 Select Device -> CTI Route Point. A web page with the title "Find and List CTI Route Points" will be displayed.

Step 2 On the right click on the link "Add a New CTI Route Point". This will display a page titled "CTI Route Point Configuration".

Step 3 Enter the device name of the CTI route point and tab to the "Description" edit box. The name will be displayed in the description field automatically.You can edit this to be something else or leave it as is. Click the "Insert" button.


TSP Operation Verification

To verify the TSP operation on the machine where the TSP is installed use the Microsoft Windows Phone Dialer Application. This application can be found in the C:\Program Files\Windows NT directory under the name dialer.exe. When the program is run a dialog box will appear asking which line and address the user wants to connect using. If there are no lines in the Line pulldown, then there may be a problem between the TSP and the Cisco Unified Communications Manager. If there are lines available, choose one of the lines, keep the Address set to zero (0) and click OK. Type in a Number to dial and a call should be placed to that number. If call is successful, then the TSP is operational on the machine where the TSP is installed. If problems are encountered with installation and setup of Remote TSP, this test would be a good way to verify that the TSP is operating properly and that the problem is with the configuration and setup of Remote TSP.

Version Compatibility

It recommended that the TSP client should always use the plugin downloaded from corresponding Cisco Unified Communications Manager server.

Cisco TSP Readme

Cisco Unified Communications Manager TSP readme file is copied to client PC when TSP plugin is installed.

Common Issues

Table C-1 describes common issues and the workarounds.

Table C-1 Common Issues and Solutions

Issue
Symptom
TSP
Version
UCM Release
Solution
Reason

Cannot configure TSP.

TSP configuration button grayed out.

5.1(1.6)

5.1(3)

Copy Cisco version of libeay32.dll and ssleay32.dll.

Cisco version of libeay32.dll and ssleay32.dll was overwritten or old dlls were locked by Windows during TSP installation.

TSP upgrade issue.

TSP auto install is not working. Cannot run TSP auto upgrade from 4.1 to 6.x.

4.1

4.1

1) Manually run silent upgrade from Client PC CiscoTsp.exe /s /v" /qn".

2) Modify TspAutoInstall.exe to support silent upgrade from 4.1 to 6.x.

Silent install parameter in 6.x TSP has been changed due to IS 12 upgrade. Coresponding pre-6.x release also needs to be changed in order to support auto upgrade.

TSP crash with EM operation.

Cisco TSP announced an error code of 0x80000050 (LINEERR_UNINITIALIZED). When EM user logs in, TSP sends line create to appilcation. Appilcation sends LineOpen and PhoneOpen at the same time.

5.1

5.1.2

Apply ES that contains fix.

The buffer overflow on qbehelper caused the TSP crash.

No EM device reported.

When EM logs in, applicaiton does not see the device information about the EM device

5.1(1.6)

5.1(3)

Apply ES that has fix.

The problem is caused by race condition in CiscoTSP. Where Line is being initialized because of lineOpen and in the same time application sends LineClose immediately.

During LineOpen process, TSP will send request to CTIManager to query Line info, and wait for the synchronized response.

However, at CTIManager, while processing the line info request, it also almost at the same time receives subsequent LineClose request. Due to LineClose request, CTIManager cancels/ignores the processing of the line info request. But TSP side is still waiting for the response. This is the reason that the TSP worker thread got stuck.