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Cisco Bug: CSCtd88213 - CTI Ports remain outofservice after network disruption

Last Modified

Feb 06, 2017

Products (1)

  • Cisco Unified Communications Manager (CallManager)

Known Affected Releases

5.1(3)

Description (partial)

Symptom:

IPCC Mobile Agents may receive a timeout error upon attempted login to CTIOS Desktop.

Here are the key signatures for this type of failure.

From the IPCC PG CTIOS server logs it may be observed that the login will fail because of errors with the RCP or LCP even though the CUCM and IPCC systems are configured properly.
=====
13:04:25 CTIOS1-ctios Trace: CControlFailureConf::DecodeMessage Begin,  Packet length 18
13:04:25 CTIOS1-ctios Trace: >> CG: [agent.XXXXXXXXXXXX]:EVT: eControlFailureConf( 70  The request has been rejected (no specific details available)., Periph Err: 10152
13:04:25 CTIOS1-ctios Trace: Event contained UniqueObjectID agent.XXXXXXXXXXXX.
13:04:25 CTIOS1-ctios Trace: CallConnectionEA::HandleControlFailureConf:PeriphErrCode=10152,
  Symbol=PERERR_TELDRIVE_MOBILEAGENT_INCORRECT_RCP, /nErrMsg = The RCP Port on
  CCM Admin is not configured or misconfigured with invalid configuration
  parameters.Invalid or missing RCP Port
=====

And from the CUCM's CTI SDL trace we see the error "no available CallManagerNode" which prevented this CTI Port from going back InService.
=====
122260578| 2009/12/11 12:52:34.748| 007| AppError  |                                       |                               | CTIDeviceLineMgr(7,200,18,1)    |                                 |                                         | [CTI-ERROR] [Device(701)::handleDbSimpleResetDeviceCloseNotify]     deviceName=RCPXXXXXXXXXXXX  no available CallManagerNode: mState=2 :: DT1=1, DT2=0, DT3=0, DT4=1, DT5=0, DT6=1, DT7=0, DT8=0, DT9=0, DT10=1
=====

This "no available CallManagerNode" error is triggered by a null "Node id" value in the DbSimpleDeviceServerRes received back from the Db process.  This signature is found within the CTI SDL trace just previous to the above mentioned "no available CallManagerNode" error.
=====
122260576| 2009/12/11 12:52:34.748| 007| SdlSig    | DbSimpleDeviceServerRes               | ready                         | CTIDeviceLineMgr(7,200,18,1)    | Db(7,200,20,1)                  | (0,0,0,0).0-(*:*)                       | [R:NP - HP: 0, NP: 0, LP: 0, VLP: 0, LZP: 0 DBP: 0]DeviceName=RCPXXXXXXXXXXXX mDeviceType=72 DeviceTypeName=CTI Port DeviceId=2715 mDevciePkid=219248a0-57ad-b55a-2341-e83b7bd15898 mDevicePoolPKID = 9d5925b8-78f3-691c-a76b-fb381377e034 bHotelingFlag=0 LoginUserId= EnumHandle=0 DeviceGroup=6 DeviceLocale=1 Device RIS=4 Protocol=1 Alt Script= SupportsFeature=0 DeviceRestricted=0 Node id= mResult= Success
=====
Note: DbSimpleDeviceServerRes is returned from Db to CTIDeviceLineMgr without a value for parameter "Node id".

Conditions:

IPCC Enterprise with a CUCM Cluster Over the WAN design.
This problem is triggered by a network disruption between CUCM cluster nodes.
After the network is restored, the Device and/or Line for some CTI Ports used for IPCC Mobile Agent LCP and RCP devices may remain OutOfService preventing agents from being able to login.
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