Cisco Unified Contact Center Express

Document ID: 98607

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
JTAPI CCN Exceptions
      CTIERR_UNSPECIFIED
      CTIERR_TIMEOUT
      CTIERR_ILLEGAL_HANDLE
      CTIERR_ILLEGAL_CALLSTATE
      CTIERR_TRANSFERFAILED_DESTINATION_UNALLOCATED
      CTIERR_TRANSFERFAILED_DESTINATION_BUSY
      CTIERR_TRANSFERFAILED
      CTIERR_HOLDFAILED
      CTIERR_RETRIEVEFAILED
      CTIERR_ASSOCIATED_LINE_NOT_OPEN
      CTIERR_REDIRECT_CALL_DOES_NOT_EXIST
      CTIERR_REDIRECT_ERR
      CTIERR_REDIRECT_CALL_UNKNOWN_DESTINATION
      CTIERR_REDIRECT_CALL_DIGIT_ANALYSIS_TIMEOUT
      CTIERR_REDIRECT_CALL_MEDIA_CONNECTION_FAILED
      CTIERR_REDIRECT_CALL_ORIGINATOR_ABANDONED
      CTIERR_REDIRECT_CALL_UNKNOWN_PARTY
      CTIERR_REDIRECT_CALL_INCOMPATIBLE_STATE
      CTIERR_REDIRECT_CALL_UNKNOWN_ERROR
      CTIERR_REDIRECT_CALL_DESTINATION_BUSY
      CTIERR_REDIRECT_CALL_DESTINATION_OUT_OF_ORDER
      CTIERR_TRANSFERFAILED_OUTSTANDING_TRANSFER
      CTIERR_TRANSFERFAILED_CALLCONTROL_TIMEOUT
      CTIERR_CALLHANDLE_UNKNOWN_TO_LINECONTROL
      CTIERR_INCOMPATIBLE_PROTOCOL_VERSION
      CTIERR_PROVIDER_NOT_OPEN
      CTIERR_CFWDALL_DESTN_INVALID
      CTIERR_DEVICE_OUT_OF_SERVICE
      CTIERR_ILLEGAL_DEVICE_TYPE
      CTIERR_CALL_REQUEST_ALREADY_OUTSTANDING
      CTIERR_CONSULT_CALL_FAILURE
      CTIERR_DEVICE_SHUTTING_DOWN
      CTIERR_UNKNOWN_EXCEPTION
      CTIERR_INVALID_LINE_HANDLE
      CTIERR_OPERATION_NOT_ALLOWED
      CTIERR_MEDIA_CAPABILITY_MISMATCH
      CTIERR_LINE_OUT_OF_SERVICE
      CTIERR_MAXCALL_LIMIT_REACHED
      CTIERR_PROVIDER_ALREADY_OPEN
Appendix
      Collect Traces
      CTI Error Codes
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Introduction

This document provides information about how to troubleshoot Java Telephony API (JTAPI) CCN Exceptions. You can use these error messages in order to troubleshoot problems in a Unified Contact Contact Center Express environment. A brief description, causes, and resolutions are provided with each error message. An indication of which process generates the error is also provided.

The Appendix provides instructions on how to collect traces for the Unified Contact Center Express (UCCX) product and contains a list of Computer Telephony Integration (CTI) error codes.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Knowledge of how to troubleshoot and support the UCCX

Components Used

The information in this document is based on UCCX version 3.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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

JTAPI CCN Exceptions

This section describes the different CCN exceptions, contains information about their potential causes, and offers steps to resolve them.

CTIERR_UNSPECIFIED

Description

An unspecified error occurs.

Causes

This specifies any CTI error code that is not handled by the JTAPI client. It can be a new CTI error of which the JTAPI client is unaware. It can also be that the JTAPI client is out of date.

Resolution

Collect the MIVR logs, JTAPI trace and CTI Manager trace. This helps to detect what error code is received by JTAPI from CTI. Contact the Customer Contact Business Unit (CCBU) for further help if the logs do not lead to the root cause.

CTIERR_TIMEOUT

Description

The CTI request times out.

Causes

This indicates that a timeout occurs on one of these:

• JTAPI sends a request to CTI

• CTI sends a request to JTAPI

This can also be due to timing or performance issues on the client side.

Resolution

Collect the MIVR logs, JTAPI trace and CTI Manager trace. Contact CCBU for further help if the logs do not lead to the root cause.

CTIERR_ILLEGAL_HANDLE

Description

The handle is unknown to the system.

Causes

These are the possible causes:

• A call handle is no longer available.

• A required feature is turned off by Cisco CallManager.

• There are performance issues on the client side.

Resolution

Collect the MIVR logs, JTAPI trace and CTI Manager trace. Contact CCBU for more help if the logs do not lead to the root cause.

CTIERR_ILLEGAL_CALLSTATE

Description

The line is not in a legal state to invoke the command.

Causes

An operation is performed on a call, and the call is not in the correct state to handle it.

Resolution

Collect the MIVR logs, JTAPI trace and CTI Manager trace. Contact CCBU for more help if the logs do not lead to the root cause.

CTIERR_TRANSFERFAILED_DESTINATION_UNALLOCATED

Description

An attempt is made to transfer to a directory number that is not registered.

Causes

An attempt is made to set up a transfer, but the transfer destination is not specified for a blind transfer.

Resolution

Verify that the destination is valid.

CTIERR_TRANSFERFAILED_DESTINATION_BUSY

Description

An attempt is made to transfer to a busy destination.

Causes

An attempt is made to transfer to a busy destination.

Resolution

Check to see if the destination is busy, and try the transfer again.

CTIERR_TRANSFERFAILED

Description

A transfer fails.

Causes

The probable cause is that one of the call legs is hung up or disconnected from the far end. It is likely that either the calling party hangs up or the media establishment fails.

Resolution

Collect the JTAPI trace and CTI Manager trace. Contact the IP Communications Business Unit (IPCBU) for more help if the logs do not lead to the root cause.

CTIERR_HOLDFAILED

Description

A hold is rejected by line control or call control.

Causes

This indicates some problem on the Cisco CallManager side. It can be related to timing or shared lines.

Resolution

Collect the JTAPI trace, CTI Manager trace, and Cisco CallManager logs. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_RETRIEVEFAILED

Description

A retrieve is rejected by line control or call control.

Causes

This indicates some problem on the Cisco CallManager side. It can be related to timing, shared lines, or the media establishment.

Resolution

Collect the JTAPI trace, CTI Manager trace, and Cisco CallManager logs. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_ASSOCIATED_LINE_NOT_OPEN

Description

A command is issued on a line that must be open.

Causes

This is caused by a mismatch between CTI Manager and JTAPI. JTAPI thinks the line is open when it is not. Normally, this does not happen.

Resolution

Collect the JTAPI trace and the CTI Manager trace. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_REDIRECT_CALL_DOES_NOT_EXIST

Description

An attempt is made to redirect a call that does not exist or is no longer active.

Causes

Cisco CallManager loses the call. This can happen because of a timing issue, a performance issue or a configuration issue. This can also occur when there are two JTAPI clients. If one of them redirects, the other receives this error.

Resolution

Check the configuration to see if there is more than one JTAPI client. Collect the JTAPI trace and the CTI Manager trace. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_REDIRECT_ERR

Description

An internal error is returned from call control.

Causes

A redirect fails from Cisco CallManager. This can occur due to a media mismatch or a location mismatch.

Resolution

Collect the JTAPI trace, the CTI Manager trace, and the Cisco CallManager logs. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_REDIRECT_CALL_UNKNOWN_DESTINATION

Description

An attempt is made to redirect to an unknown destination.

Causes

It is possible that the destination is not valid.

Resolution

Determine whether the destination is valid.

CTIERR_REDIRECT_CALL_DIGIT_ANALYSIS_TIMEOUT

Description

An internal error is returned from call control.

Causes

This indicates a problem on the Cisco CallManager side.

Resolution

Collect Cisco CallManager logs, and contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_REDIRECT_CALL_MEDIA_CONNECTION_FAILED

Description

An internal error is returned from call control.

Causes

The media cannot be established.

Resolution

Collect the JTAPI trace, CTI Manager trace, and Cisco CallManager logs. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_REDIRECT_CALL_ORIGINATOR_ABANDONED

Description

The far end hangs up when the call is redirected.

Causes

The far end hangs up when the call is redirected.

Resolution

There is no resolution for this error.

CTIERR_REDIRECT_CALL_UNKNOWN_PARTY

Description

An internal error is returned from call control.

Causes

The call is redirected to an unknown destination.

Resolution

Verify that the destination is valid.

CTIERR_REDIRECT_CALL_INCOMPATIBLE_STATE

Description

An internal error is returned from call control.

Causes

This can potentially be a problem on the Cisco CallManager side.

Resolution

Collect Cisco CallManager logs, and contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_REDIRECT_CALL_UNKNOWN_ERROR

Description

An internal error is returned from call control.

Causes

This can potentially be a problem on the Cisco CallManager side.

Resolution

Collect Cisco CallManager logs, and contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_REDIRECT_CALL_DESTINATION_BUSY

Description

The redirect destination is busy.

Causes

The redirect destination is busy.

Resolution

Check to see if the destination is busy, and try again.

CTIERR_REDIRECT_CALL_DESTINATION_OUT_OF_ORDER

Description

The redirect destination is out of order.

Causes

The redirect destination is out of order.

Resolution

Check to see if the destination is out of order.

CTIERR_TRANSFERFAILED_OUTSTANDING_TRANSFER

Description

An existing transfer is still in progress.

Causes

Two applications issue a transfer at the same time. This does not happen normally.

Resolution

Collect the JTAPI trace, CTI Manager trace, and Cisco CallManager logs. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_TRANSFERFAILED_CALLCONTROL_TIMEOUT

Description

The expected response from call control is not received during a transfer.

Causes

A timeout occurs. A success or failure message is not received. This is a CTI error.

Resolution

Collect the CTI Manager trace and Cisco CallManager logs. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_CALLHANDLE_UNKNOWN_TO_LINECONTROL

Description

An attempt is made to redirect a call that is unknown to line control.

Causes

The line/device is not registered.

Resolution

Determine whether the line/device is registered.

CTIERR_INCOMPATIBLE_PROTOCOL_VERSION

Description

The JTAPI and CTI versions are not compatible. The CtiError Protocol version is not supported.

Causes

It is possible that the JTAPI client and CTI are incompatible.

Resolution

Check for compatibility between the JTAPI client and CTI.

CTIERR_PROVIDER_NOT_OPEN

Description

The Device List is incomplete, or the Device List query times out or aborts.

Causes

This can be a CTI Manager issue.

Resolution

Restart the client and the CTI Manager.

CTIERR_CFWDALL_DESTN_INVALID

Description

An attempt is made to Call Forword All to an invalid destination.

Causes

The Call Forward All destination can potentially be invalid.

Resolution

Check the configuration to see if the Call Forward All destination is valid.

CTIERR_DEVICE_OUT_OF_SERVICE

Description

The device is out of service.

Causes

The phone or line is out of service.

Resolution

Determine whether the device is out of service.

CTIERR_ILLEGAL_DEVICE_TYPE

Description

An attempt is made to perform an operation on an illegal Device Type.

Causes

Certain special operations can only be performed on certain devices.

Resolution

There is no resolution for this error.

CTIERR_CALL_REQUEST_ALREADY_OUTSTANDING

Description

A Call Request is already outstanding.

Causes

An attempt is made to redirect when another redirect is already in progress or an attempt is made to record/monitor while a recording or monitoring session is already requested by an application.

Resolution

Wait and try again.

CTIERR_CONSULT_CALL_FAILURE

Description

A consult call failure occurs.

Causes

A consult fails during a transfer/conference scenario.

Resolution

Collect the JTAPI trace, CTI Manager trace, and Cisco CallManager logs in order to determine why it fails. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_DEVICE_SHUTTING_DOWN

Description

The device shuts down.

Causes

This can be a phone issue.

Resolution

There is no resolution to this error.

CTIERR_UNKNOWN_EXCEPTION

Description

A CTI unknown exception occurs.

Causes

This can be an issue with CTI.

Resolution

Collect the JTAPI trace, CTI Manager trace, and Cisco CallManager logs in order to determine why it fails. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_INVALID_LINE_HANDLE

Description

An attempt is made to do a line operation on an invalid line handle.

Causes

This can be due to a mismatch in JTAPI and CTI.

Resolution

Collect the JTAPI trace, CTI Manager trace, and Cisco CallManager logs in order to determine why it fails. Contact IPCBU for more help if the logs do not lead to the root cause.

CTIERR_OPERATION_NOT_ALLOWED

Description

The operation is not allowed.

Causes

The operation is not allowed on the line or the call. For example, no features are allowed for Intercom calls. You cannot conference, transfer or redirect an Intercom call..

Resolution

Do not issue the unsupported request.

CTIERR_MEDIA_CAPABILITY_MISMATCH

Description

The device registration fails because the device capability does not match with the current device registration.

Causes

This typically happens for dynamic media termination when a second application tries to register a device with a different media capability.

Resolution

Provide the same capability for the second application that was provided with the first application.

CTIERR_LINE_OUT_OF_SERVICE

Description

The line is out of service.

Causes

This can be due to a device reset.

Resolution

Wait for the device/line to come into service.

CTIERR_MAXCALL_LIMIT_REACHED

Description

The line reaches the configured maximum number of allowed calls.

Causes

An attempt is made to place a call when the maximum calls available on the line are already in use.

Resolution

Wait until the number of calls reduces.

CTIERR_PROVIDER_ALREADY_OPEN

Description

An attempt is made to reopen a provider.

Causes

The provider is already open.

Resolution

Do not reopen the same provider.

Appendix

Collect Traces

Turn Up the MIVR Traces on the Customer Response Solutions (CRS) Server

From CRS AppAdmin > System > Tracing > CRS Engine > Trace Configuration, choose the debug option for SS_TEL, SS_CM, SS_RM, SS_RMCM, ICD_CTI and update.

If there is enough free space on the C drive, the number of traces can be increased. In order to do this, set files to 100 and the size of the trace files to 2048000. The log files can be found in C:\Program Files\wfavvid\log\MIVR, by default. For example, CiscoMIVR01.log.

Turn Up the JTAPI Client Traces on the CRS Server

In order to collect the JTAPI logs, complete these steps:

1. Choose Start > Programs > Cisco Jtapi > Jtapi Preferences.

2. On the Trace Levels tab, check all the boxes except MISC_DEBUGGING.

3. On the Log Destination tab, choose the Use Rotating Log Files option, and increase the number of files to 100.

4. If there is space on the server, increase the Maximum Log File Size to 2 MB.

5. Click OK.

   The log files can be found in C:\Program Files\wfavvid\log\JTAPI, by default. For example, CiscoJtapi01.log.

Turn Up Cisco CallManager Traces to Detailed on the Cisco CallManager Server

Complete these steps:

1. Inside CCMAdmin, click Application > Cisco CallManager Serviceability.

2. On the Cisco CallManager Serviceability page, click Trace > Configuration.

3. Choose the CallManager node, then the Cisco CallManager Service.

4. Verify Trace On is selected and that the Debug Trace Level is set to Detailed.

5. Click Apply to All Nodes. Then, click Update.

6. Click SDL Configuration, and click Trace On and Apply to All Nodes, then Update.

   The log files can be found in these locations:

   • C:\Program Files\Cisco\Trace\CCM

   • C:\Program Files\Cisco\Trace\SDL\CCM

Turn Up Cisco CallManager CTIManager Traces to Detailed on the Cisco CallManager Server

Complete these steps:

1. On the Cisco CallManager Serviceability page, click Trace > Configuration.

2. Choose the CallManger node, then the Cisco CTI Manager Service.

3. Verify Trace On is selected and that the Debug Trace Level is set to Detailed.

4. Click Apply to All Nodes. Then, click Update.

5. Click SDL Configuration, and click Trace On and Apply to All Nodes, then Update.

   The log files can be found in these locations:

   • C:\Program Files\Cisco\Trace\CTI

   • C:\Program Files\Cisco\Trace\SDL\CTI

CTI Error Codes

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