Revised January 12, 2010
December 16, 2009
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Revision Date Comment 1.1 12-JAN-2010 Changed link for CTI OS 7.5(5) ES2. 1.0 16-DEC-2009 Initial Public Release.
Products Affected ICM CTI/CTIos Server - 7.2(7), 7.5(4), 7.5(5), 7.5(6)Â
During high call volume in production, CTIOS may restart or assert with a minidump, failure to accept new client connections due to previous exceptions that may cause agent login failure, button enablement issues related agent state or call control. If CTIOS Server node did not restart automatically, it may need to be cycled via Cisco ICM Service Control to recover from this condition.
Note: We have observed the problem to be more frequent, exposed under load with variable degree of agent counts and call volumes depending on customer environment and call flows.
The problem which causes the CTI OS to generate exceptions and crash was introduced in 7.2(7).
Potential symptoms of the problem addressed by ES5 are:
- Generation of many exceptions will corrupt the memory and eventually will lead to CTI OS Server crash.
- During load CTIOS server crashes.
- The CTIOS Server will stop allowing any more agents to connect/login.
- CTIOS Server on other side of PG only show connection to client being lost.
- Timing issue on CTIOS server causes two call connections to be created for the same device which results in greyed out icons on the CTIOS desktops.
The following is an example of a CTI OS server log showing multiple exceptions:
08:46:11:383 CTIOS1-ctios Trace: CServiceBroker::RemoveObject() FAILED, Object(05D36008) was not found.
CSCtb47394 & CSCtb43783:
11:17:43 CTIOS1-ctios Trace: CRITICAL: ServiceQueuePostThread caught exception while processing a event[eCallDataUpdateEvent], GetLastError() returned 0.
11:17:43 CTIOS1-ctios CTI OS Server has generated an exception in ServiceBroker::ProcessEvent processing eCallDataUpdateEvent.\nDetails:\nLast Error: 0\n
11:17:45 CTIOS1-ctios Trace: CRITICAL: ServiceQueuePostThread caught exception while processing a event[eCallEstablishedEvent], GetLastError() returned 0.
11:17:45 CTIOS1-ctios CTI OS Server has generated an exception in ServiceBroker::ProcessEvent processing eCallEstablishedEvent.\nDetails:\nLast Error: 0\n
7:18:50 CTIOS1-ctios Trace: [call.5000.117661379]::HandleCallEstablishedEvent(): attempt to create Called connection for Device 11809.
17:18:50 CTIOS1-ctios Trace: [call.5000.117661379]::HandleCallDeliveredEvent(): attempt to create Alerting connection for Device 11809.
12:30:01 CTIOS1-ctios Trace: ClientMgr[00E33790]: AddAcceptingClients, caught unknown exception. client, threadid
Note: Call IDs, Device IDs, Object IDs, and Thread IDs mentioned in the above log snippets are only examples.
This issue will be resolved in CTI OS Release 7.2(7) and greater. 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 7.2(7), install CTI OS 7.2(7) ES19.
CTI OS 7.2(7) ES19 can be downloaded from: CTIOS7.2.7_ES19.exe
On systems that are running CTI OS Servers Release 7.5(4), install CTI OS 7.5(4) ES3.
CTI OS 7.5(4) ES3 can be downloaded from: CTIOS7.5.4_ES3.exe
On systems that are running CTI OS Servers Release 7.5(5), install CTI OS 7.5(5) ES2.
CTI OS 7.5(5) ES2 can be downloaded from: CTIOS7.5.5_ES2.exe
On systems that are running CTI OS Servers Release 7.5(6), install CTI OS 7.5(6) ES5.
CTI OS 7.5(6) ES5 can be downloaded from: CTIOS7.5.6_ES5.exe
The following table provides information of the testing of Cisco products for this issue.
Product Version Tested (Y/I*) Component Tested (All or Specific) CTI OS Server 7.2(7) ES19 Y All CTI OS 7.x components tested on Windows Server 2003 R2 SP2
CTI OS Server 7.5(4) ES3 Y All CTI OS Server 7.5(5) ES2 Y All CTI OS Server 7.5(6) ES5 Y All
* 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)
To follow the bug ID link below and see detailed bug information, you must be a registered customer and you must be logged in.
DDTS Description CSCsz73388 (registered customers only) CTIOS Server stops accepting new connections after "unknown exception" CSCtb98855 (registered customers only) CTIOS Server show Established before Delivered causing grayed icons CSCtb43783 (registered customers only) Multiple calls seen on CTIOS desktop during load CSCtc32117 (registered customers only) CTIOS Server assertion; CServiceBroker::RemoveObject() FAILED CSCtb47394 (registered customers only) CTIOS server reloads during outbound load creating minidump
For More Information
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