Revised September 11, 2006
August 23, 2006
NOTICE:
THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.
Products Affected
Cisco CTI OS - 7.0, 7.0 SR1, 7.0 SR2 and 7.1(1)
Problem Description
During high call volume peak business hours, CTIOS Agents may be unexpectedly disconnected from the system, and any attempt to re-login will fail. In order to correct the situation, the CTIOS Server Node in question needs to be recycled via the Cisco ICM Service Control.
Background
This issue was discovered in production during peak business hours.
Problem Symptoms
CTIOS Agents logged in to the call center are disconnected unexpectedly and cannot reconnect. Also, any new agent login attempts fail.
The more common symptoms of this problem are:
-
In the CTIOS Server Node Trace Logs you will find entries that indicate that the Client Connection Manger catches an unknown exception, for example:
11:52:16 CTIOS1-ctios Trace: Client [00BDE560]: HandleAcceptComplete, caught unknown exception. 12:29:37 CTIOS1-ctios Trace: CRITICAL:CClientMgr::OnDistributionListEvent(): caught unknown exception.
-
CTIOS Server Node stalled (server not responding and it shows no activity)
Workaround/Solution
The Engineering Special, CTI OS 7.0(0) SR2 ES13, has been developed to resolve this issue. This ES is available to registered customers at the Special File Access page. Special Access Code: ICM4762648803
DDTS
To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.
|
DDTS |
Description |
|---|---|
|
CSCse81291 (registered customers only) |
Generic CTI OS Server to CTI OS Client connection layer problem. |
|
CSCse 58551 (registered customers only) |
Client connection manager module in CTIOS server caught an exception. |
Revision History
|
Revision |
Date |
Comment |
|---|---|---|
|
1.1 |
11-SEP-2006 |
Updated ES version and access code |
|
1.0 |
23-AUG-2006 |
Initial Public Release |
For More Information
If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:
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