This document provides installation instructions for Unified CCE 11.5(1) ES39. It also contains a list of Unified CCE issues resolved by this engineering special. Review all installation information before installing the product. Failure to install this engineering special as described can result in inconsistent Unified CCE behavior.
This document contains these sections:
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This section lists the Unified CCE components on which you can and cannot install this engineering special.
You can install Unified CCE 11.5(1) ES39 on these Unified CCE components:
Do not install this engineering special on any of the components other than the following components:
Installation of this patch requires that all Unified CCE services be shutdown during the entire period of installation. It
is always recommended to install this ES during a scheduled downtime.
If the Unified CCE Services are set to manual, using the Unified
CCE Service Control, start all the Unified CCE Services.
Note: Remove patches in the reverse order of their installation. For example, if you installed patches 3, then 5, then 10 for a product, you must uninstall patches 10, 5, and 3, in that order, to remove the patches from that product.
This section provides a list of significant Unified CCE defects resolved by this engineering special. It contains these subsections:
Note: You can view more information and track individual Unified CCE defects using the Cisco Bug Search tool, located at: https://bst.cloudapps.cisco.com/bugsearch/search?null.
This section lists caveats specifically resolved by Unified CCE 11.5(1) ES39.
Caveats in this section are ordered by UNIFIED CCE component, severity, and then identifier.
|
Identifier |
Severity |
Component |
Headline |
|
CSCvg70458 |
2 |
cg.ctiserver |
CTI
Server Memory Leak and High CPU usage with repeated code=10054 error trace in
logs for 20s |
|
CSCvh51896 |
2 |
cg.ctiserver |
CTIServer crash if empty string field (length 0) passed by Client
in OPEN_REQ floating field |
|
CSCvk62142 |
2 |
cg.ctiserver |
CTI
Server restarts with minidump when client sends a
message with 0 length floating string field |
Caveats are ordered by severity then defect number.
Defect Number: CSCvg70458
Component: cg.ctiserver
Severity: 2
Headline: CTI Server Memory Leak and High CPU usage with repeated code=10054 error trace in logs for 20s.
Symptom:
1. Memory leak in
CTI Server 11.6(1) version is causing it to restart (after exhausting 2GB limit
of private bytes).
2. CTI Server CPU
usage may reach up to 100%. When CTI Server high CPU usage is seen, user may
also notice repeated trace in CTI Server logs with error code=10054 for 20
seconds. This issue exists in both 11.5(1) and 11.6(1).
Conditions:
Conditions
for CTI Server memory leak:
1.
Clients connecting to CTI Server sending multiple CONFIG_REQUEST_EVENT request
to CTI Server to retrieve the UCCE configurations.
2. When
the CONFIG_REQUEST_EVENT is sent, the CTI client can request either all the
configurations (Service, SkillGroup, Agent, Device, MediaRoutingDomain and CallType)
or it can request only part of them. The memory leak is known to occur only
when the Client requests part of the configuration.
Conditions
for CTI Server high CPU usage:
1.
Forcefully stopping the client when it is connected to the CTI Server.
Workaround:
Workarounds
for CTI Server memory leak:
There
is no reason for CTI Server clients to request UCCE configuration frequently.
With no configuration change request, CTI Server will continue to send the
updated configuration messages to the Client. Clients could reduce the number
of times requesting the configuration using CONFIG_REQUEST_EVENT.
Workarounds
for CTI Server high CPU usage:
Modify the client to properly close the socket
connection with CTI Server before stopping or terminating its connection with
CTI Server.
Further Problem Description: When the Client sends CONFIG_REQUEST_EVENT to
CTI Server to receive the configuration, irrespective of the requested
configuration, CTI Server creates the configuration messages for all the
configurations BUT sends and deletes only the client requested configuration.
That leaves all the unsent configuration messages to be in the CTI Server
memory and contributes to the memory leak.
Defect Number: CSCvh51896
Component: cg.ctiserver
Severity: 2
Headline: CTIServer crash if empty string field (length 0) passed by Client in OPEN_REQ floating field.
Symptom: CTI
Server restarts without printing any Error in the CTI Server logs. Event viewer
logs shows the below error. "Node: ICM\
Conditions: Custom CTI clients sends OPEN_REQ session with an invalid empty
string (empty data field, with supplied floating field length of 0).
Workaround: Send a valid OPEN_REQ from the client. As per the CTI Developer
Guide, all message floating string fields should use a null terminating string.
E.g., if the actual string is of size 3 char ("999"), its field
length should be 4 (counting "\0" at the end of "999\0").
If there is a need to send a zero character ("") string field, send
"\0" with field length 1.
Further Problem Description: When CTI client sends an OPEN_REQ to establish
a session to the CTIServer, the process will crash if
the message passes one or more of the Floating Part fields as an empty string. Floating
Part Fields are listed in the CTI Developer guide.
https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ctios/cti_server_reference/programming/guide/CTI_Svr_Msg_Ref_Gde_Prot_15.pdf.
Defect Number: CSCvk62142
Component: cg.ctiserver
Severity: 2
Headline: CTI Server restarts with minidump when client sends a message with 0 length floating string field.
Symptom: CTIServer restarts, producing a minidump.
All active CTI client connections are lost.
Conditions: The condition occurs when a client sends a message to the CTI
Server with 0 length floating string field(s).
Workaround: Refer to the GED-188 (CTI Server Message Reference Guide) for
the correct CTI message format. As per GED-188, all floating string fields
should be terminated with a '\0' (null char), meaning there can
not be a floating string field with 0 length. The minimum length for
floating string fields should be 1. Modify the client to follow the GED-188
message format to mitigate the issue.
Further Problem Description: Improved error handling in this area is
planned for a future release of the CTI Server.
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