Cisco Unified TAPI Developers Guide for Cisco Unified Communications Manager Release 7.1(2)
Troubleshooting Cisco Unified TAPI
Downloads: This chapterpdf (PDF - 95.0KB) The complete bookPDF (PDF - 9.8MB) | 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 Unified Communications Manager Administration

Route Points and Cisco Unified Communications Manager Administration

TSP Operation Verification

Version Compatibility

Cisco TSP Readme

Common Issues


Troubleshooting Cisco Unified TAPI


This appendix contains information about troubleshooting Cisco Unified Communication manager. 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 Unified Communications Manager Administration

Route Points and Cisco Unified Communications Manager Administration

TSP Operation Verification

Version Compatibility

Cisco TSP Readme

Common Issues

Cisco TSP 3.1 Installation Issues

When you are upgrading a system to Cisco TSP 3.1 in which Cisco TSP 3.0 is installed, run the Cisco TSP 3.1 installation on the Cisco TSP 3.0 system to perform the upgrade. If you are installing Cisco TSP 3.0 on a system in which Cisco TSP 3.1 is installed, you must first uninstall Cisco TSP 3.1 by using the Cisco TSP 3.1 installation and then run the Cisco TSP 3.0 installation. If you try to run the Cisco TSP 3.0 install on a system in which CiscoTSP 3.1 is already installed, you will experience significant problems.

If you accidently install Cisco TSP 3.0 on top of Cisco TSP 3.1 then you must perform the following steps to clean up the install for both Cisco TSP 3.0 and Cisco TSP 3.1.

Windows NT/95/98


Step 1 Go to ControlPanel\Telephony and remove all Cisco TSP entries in the provider list.

Step 2 Click to Telephony Drivers tab and select all the Cisco TSP entries and remove them from provider list.


Windows 2000


Step 1 Go to ControlPanel\Phone & Modem Options

Step 2 Click to Advanced tab, 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 Cisco TSP registry key with its subkeys.

Step 2 Delete all CiscoTSP*.tsp and CiscoTUISP*.dll from winnt\system32 directory. You may need to reboot the system, so 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} and Cisco TSP key.


You have successfully removed all the Cisco TSP from the system. You can now safely install either Cisco TSP 3.0 or Cisco TSP 3.1 onto the system.


Cisco TSP Configuration in Windows

With Cisco TSP 3.1, you must configure all the installed TSPs in the following steps.

Windows 95/98/NT


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

Step 2 Click the Telephony Drivers tab and look in the list of service providers for CiscoTSP 0xx.

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


Windows 2000


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

Step 2 Click the Advanced tab and look in the list of service providers for Cisco TSP 0xx.

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


Windows NT/95/98


Step 1 Click User tab. The security fields comprise the Username and Password. To change the user name that is stored in the registry, overwrite the name in the user name edit box.

Step 2 Enter the new password and confirm the password in the verify password edit box. The passwords must match. This user and password must get configured in the Cisco Unified Call Manager user administration for authentication to pass. Only one user name and password can remain active at a time.

Step 3 Click CTI Manager tab. The Cisco Unified Call Manager location information gets entered in this dialog box. If the TSP is on the same machine as the Unified Call Manager, click the Local Machine radio button. If the Unified 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 Click Wave tab. Select the number of wave devices that this TSP will use. A limit exists on the maximum number of wave devices that can be installed on a system. Users must have to choose the number of wave devices through the available numbers.

Step 5 Click Trace tab. Refer to Turning on tracing for the TAPI Service Provider for details on this.

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


Note TAPI User's Guide describes the rest of the fields in the TSP configuration dialog box.


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 configuration, you must first uninstall (using instructions in "Uninstalling Wave Driver" section) and then add/delete the voice lines and then install wave driver (using instructions in "Installing the Wave Drivers" section) if wave driver has been already installed on the system. If no wave driver is installed on the system, add the devices and then install the wave driver by using instructions in the "Installing the Wave Drivers" section.



Wave Driver Installation in Windows

Windows NT


Step 1 From Control Panel, execute the Multimedia utility.

Step 2 Click 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 In the Install Driver window, click OK again

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


For Windows 2000


Step 1 From Control Panel, execute the Add/Remove Hardware utility.

Step 2 Select Add/Troubleshoot when the prompt - Choose a Hardware Task displays.

Step 3 Click the Next button.

Step 4 Select Add a New Device when the prompt - Choose a Hardware Device displays.

Step 5 Click the Next button.

Step 6 Select no when the question Do you want to search for new hardware devices? displays.

Step 7 Click the Next button. Select Sound, video and game controller when you are prompted for hardware type.

Step 8 Click the Next button. Click the Have Disk button when you are prompted to Select a Device Driver.

Step 9 Click the Browse button on the Install from Disk window. Browse to C:\Program Files\Cisco\Wave Drivers and select the - file OEMSETUP.

Step 10 To install the Cisco Wave Driver, click Open. When you 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 you are prompted to reboot your machine, do so.


Note Be aware that 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 Click the Devices tab.

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


Windows 2000


Step 1 From Control Panel, execute the Add/Remove Hardware utility.

Step 2 Select Uninstall when the prompt - Choose a Hardware Task displays.

Step 3 Click Next button.

Step 4 From Add/Remove Hardware Wizard choose the device to be removed from the list that is displayed.

Step 5 Select Cisco TAPI Wave Driver device. When prompted to uninstall, select Yes, want to uninstall. Device gets uninstalled. Click on Finish button to complete uninstall. Restart Windows.


TSP Trace of Internal Messages

Procedure


Step 1 Choose Start > Settings > Control Panel and select Phone and Modem Options.

Step 2 Click Advanced tab and select the CiscoTSP 0xx and click Configure button.

Step 3 Click Trace tab. Select Trace On check box and select 1. TSP Trace to trace the TSP internal messages. Select Error to just log errors 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 that are sent between TSP and TAPI.

Step 4 Set up a Directory that is the path for the trace log. For example, c:\Temp No. of Files: Setting 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 Unified Communications Manager Administration

To add a CTI port, use the Cisco Unified Communications Manager Administration window and follow these steps:

Procedure


Step 1 Choose Device > Phone. A window with the title Find and List Phones will display.

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

Step 3 Select CTI Port from the drop 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 display 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 Unified Communications Manager Administration

To add a route point, use the Cisco Unified Communications Manager Administration window and follow these steps:

Procedure


Step 1 Choose Device > CTI Route Point. The Find and List CTI Route Points window is displayed.

Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration window is displayed.

Step 3 Enter the device name of the CTI route point and tab to the Description edit box. The name is displayed in the description field automatically. Edit the Description field or 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. Find this application in the C:\Program Files\Windows NT directory under the name dialer.exe. When the program is run, a dialog box displays that asks which line and address the user wants to use to connect. If there are no lines in the Line drop down list, then a problem may exist between the TSP and the Cisco Unified Communications Manager. If lines are available, choose one of the lines, keep the Address set to zero (0) and click OK. Enter a Number to dial, and a call should be placed to that number. If call is successful, you know that 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 represents a good way to verify whether the TSP is operating properly and that the problem is with the configuration and setup of Remote TSP.

Version Compatibility

Cisco recommends that the TSP client should always use the plug-in that is downloaded from corresponding Cisco Unified Communications Manager server.

Cisco TSP Readme

The Cisco Unified Communications Manager TSP readme file is copied to the client PC when TSP plug-in is installed.

Common Issues

Table C-1 describes common issues and the work around.

Table C-1 Common Issues and Solutions

Issue
Symptom
TSP
Version
UCM Release
Solution
Reason

Cannot configure TSP

TSP configuration button stays 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 gets overwritten or old dlls are locked by Windows during TSP installation.

TSP upgrade issue

TSP auto install does not work. User 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 changed due to IS 12 upgrade. Corresponding pre-6.x release also needs to be changed 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 application. Application 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, application 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 explains the reason that the TSP worker thread got stuck.