Cisco Unified Intelligent Contact Management Enterprise

Revised November 4, 2009

September 7, 2007

NOTICE:

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Revision History

Products Affected

Problem Description

Running under heavy load, the CTI OS Server generates exceptions due to synchronization problems in its internal threads.

1. CTI OS Server not processing some events due to exceptions being thrown while executing them; therefore these events are not sent to CTI OS Client.

2. CTI OS Server not processing some requests due to exceptions being thrown while executing them; therefore these requests are not sent to CTI Server.

3. CTI OS Server process crash.

4. CTI OS internal queue build up that make CTI OS Process not responsive.

Background

The synchronization problem which causes the CTI OS to generate exceptions was introduced in 7.1(2) during CTI OS Server performance enhancements.

Problem Symptoms

There are multiple symptoms for this issue:

1. Generation of many exceptions will corrupt the memory and eventually will lead to CTI OS Server crash.

2. Throwing exceptions when processing events such as eCallEndEvent and eCallConnectionClearedEvent leave call objects alive which lead to memory leak in CTI OS Server.

3. CTI server will not receive requests sent by CTI OS client(s); therefore CTI OS clients will not receive any confirmation and this might lead to wrong button enablement.

4. CTI OS client will not receive events sent by CTI server; this will lead to missing data such "call variables", "ECC", "agent state", "call state", etc..., wrong button enablement, and CTI OS client hanging.

The following is an example of a CTI OS server log showing multiple exceptions:

20:55:05 CTIOS1-ctios Trace: [SYSTEM] CRITICAL: Exception in [ServiceBrokerQ-PostThread:1] 
ServiceBroker::ProcessEvent(eCallConnectionClearedEvent) : 
pBaseObject->OnEvent(). Object [call.5003.117441203] ptr [0x06967DE0]. : 
(PeripheralID:5003 PeripheralType:17 ConnectionCallID:117441203 
ConnectionDeviceIDType:0 LocalConnectionState:65535 EventCause:65535 
ReleasingDeviceType:0 MonitorID:0 ConnectionDeviceID:1527 
ReleasingDeviceID:1527 UniqueObjectID:call.5003.117441203 
MessageID:eCallConnectionClearedEvent DriverKey:call.5003.117441203) 

20:57:46 CTIOS1-ctios Trace: [SYSTEM] CRITICAL: Exception in [ServiceBrokerQ-PostThread:1] 
ServiceBroker::ProcessEvent(eCallEndEvent) : pBaseObject->OnEvent(). Object 
[call.5003.117442406] ptr [0x06872850]. : (PeripheralID:5003 
PeripheralType:17 ConnectionCallID:117442406 ConnectionDeviceIDType:0 
ConnectionDeviceID:1783 UniqueObjectID:call.5003.117442406 
MessageID:eCallEndEvent DriverKey:call.5003.117442406) 

20:57:46 CTIOS1-ctios Trace: [SYSTEM] CRITICAL: Exception in [ServiceBrokerQ-PostThread:1] 
ServiceBroker::ProcessEvent(eCallEstablishedEvent) : pBaseObject->OnEvent(). 
Object [call.5003.117442455] ptr [0x06B06738]. : (PeripheralID:5003 
PeripheralType:17 ConnectionCallID:117442455 ConnectionDeviceIDType:0 
ServiceNumber:-1 ServiceID:-1 CallingDeviceType:0 CalledDeviceType:0 
LastRedirectDeviceType:0 LocalConnectionState:3 EventCause:65535 
SkillGroupNumber:6140 SkillGroupID:7501 AnsweringDeviceType:0 LineHandle:0 LineType:0 SkillGroupPriority:1 MonitorID:0 ConnectionDeviceID:2421 
CallingDeviceID:9789361794 CalledDeviceID:10100 LastRedirectDeviceID:10100 AnsweringDeviceID:2421 UniqueObjectID:call.5003.117442455 MessageID:eCallEstablishedEvent DriverKey:call.5003.117442455 TrunkNumber:0 TrunkGroupNumber:0) 

23:01:41 CTIOS1-ctios Trace: CRITICAL: Exception in ServiceBroker::ProcessRequest(eClearConnectionRequest). 
Object [call.5003.117442155.1386] ptr [0x072A73A0]

The following is an example of a CTI OS server log showing an AgentTeamconfig exception:

CTIOS1-ctios Trace: [SYSTEM] CRITICAL: Exception in [ServiceBrokerQ-PostThread:4] 
ServiceBroker::ProcessEvent(eAgentTeamConfigEvent) : pBaseObject->OnEvent(). 
Object [team.1000.5026] ptr [0x00C2BE60]. : (PeripheralID:1000 TeamID:5026 
NumberOfAgents:23 ConfigOperation:1 UniqueObjectID:team.1000.5026 
MessageID:eAgwAgTetTeamfember DriverKey:team.1000.5026 
Agent[10]:(AgentState:eLogout StateDuration:22529 AgentID:475597950 
AgentFlags:4) Agent[11]:(AgentState:eLogout StateDuration:146526 
AgentID:1493322346 AgentFlags:4) Agent[12]:(AgentState:eLogout 
StateDuration:146526 AgentID:485609388 AgentFlags:4) 
Agent[13]:(AgentState:eLogout StateDuration:146526 AgentID:1173699807 
AgentFlags:4) Agent[14]:(AgentState:eLogout StateDuration:146526 
AgentID:291746669 AgentFlags:4) Agent[15]:(AgentState:eLogout 
StateDuration:146526 AgentID:1612055068 AgentFlags:4) 
Agent[16]:(AgentState:eLogout StateDuration:146526 AgentID:1930203452 
AgentFlags:4) Agent[17]:(AgentState:eLogout StateDuration:146526 
AgentID:358228533 AgentFlags:4) Agent[18]:(AgentState:eLogout 
StateDuration:146526 AgentID:1617447508 AgentFlags:4) 
Agent[19]:(AgentState:eLogout StateDuration:146526 AgentID:578624313

Workaround/Solution

This issue will be resolved in CTI OS Release 7.2(4). The solution to this issue for earlier releases of CTI OS is to install the appropriate software engineering special (ES).

On systems that are running CTI OS Servers Release 7.1(3), install CTI OS 7.1(3)ES10.

CTI OS 7.1(3) ES10 can be downloaded from http://www.cisco.com/pcgi-bin/tblbld/tablebuild.pl?swpath=9e85cb94aa9a9c4a82f081fd22e7252d (registered customers only).

On systems that are running CTI OS Servers Release 7.1(4), install CTI OS 7.1(4) ES5.

CTI OS 7.1(4) ES5 can be downloaded from http://www.cisco.com/pcgi-bin/tblbld/tablebuild.pl?swpath=8b5dcabdbdeadf7d91fd4c67ef1fda46 (registered customers only).

On systems that are running CTI OS Servers Release 7.1(5), install CTI OS 7.1(5) ES18.

CTI OS 7.1(5) ES18 can be downloaded from http://www.cisco.com/pcgi-bin/tblbld/tablebuild.pl?swpath=6c7f9bac415922b27e7af119801f7d0a (registered customers only).

On systems that are running CTI OS Servers Release 7.2(2), install CTI OS 7.2(2) ES4.

CTI OS 7.2(2)ES4 can be downloaded from http://www.cisco.com/pcgi-bin/tblbld/tablebuild.pl?swpath=7255197c1eaf81b2350ffa2fd6d9ac47 (registered customers only).

On systems that are running CTI OS Servers Release 7.2(3), install CTI OS 7.2(3) ES3.

CTI OS 7.2(3)ES3 can be downloaded from http://www.cisco.com/pcgi-bin/tblbld/tablebuild.pl?swpath=5b17105e1d6fd40accca98f41b9e34c0 (registered customers only).

The following table provides information of the testing of Cisco products for this issue.

* Testing Disposition

I - In Progress (indicating that testing is in progress and will be updated when complete)

Y - Yes (tested)

NA - Not Applicable (none of the security updates are being tested because of a "Not Applicable" or "Deferred" assessment) .

• * Testing Dispositon I = In Progress (indicating that testing is in progress and will be updated when complete)

• Y = Yes (tested)

• NA = Not Applicable (none of the security updates are being tested because of a "Not Applicable" or "Deferred" assessment).

DDTS

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For More Information

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