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.
Cisco recommends that you have knowledge of these topics:
CTIOS Silent Monitor
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.
Refer to the Cisco Technical Tips Conventions for more information on document conventions.
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.
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:
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)
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)
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)
UDP session starts, heartbeat initiates:
05/19/04 16:32:08.382 2120 CTIOSSoftphone CSMSnifferHeartbeatTimer::StartSession (101,5,15)
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)
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)
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.
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 126.96.36.1993 (plain 7.2.17 does not have this feature)
This application error appears when you try to upgrade the Cisco driver for Siebel (CTIOS client) from v6.0 to v7.0(0).
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
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Refer to Cisco Technical Tips Conventions for information on conventions used in this document.