Created by: Engineering Department on 30-04-2009 04:36:39 PM In trying to troubleshoot TSP issues I have enabled the trace logs. The attached trace log shows a consistent error which I think is causing the loss of control of the line. Could someone take a look at the attached log and let me know what you think? The user is able to control the line for a short period of time and then all of the sudden cannot control the cisco line through the TSP anymore.
Subject: RE: TSP Trace Error: map entry does not exists for SequenceNumber Replied by: David Staudt on 30-04-2009 06:37:00 PM The message noted is benign, it occurs when internal object cleanup occurs on separate threads and one succeeds before the other - not an issue. It does appear that the TAPI devices are all getting closed and re-opened a couple of times, but there is not enough detail to know why. Please enable all TSP log types at detailed level.
Subject: RE: TSP Trace Error: map entry does not exists for SequenceNumber Replied by: Engineering Department on 07-05-2009 08:44:01 PM David, I have attached the log files with detail as you asked. Please see the attached because we are running out of options. The CTI application is getting information from UCM from the TSP but only some information. For instance, we do not get incoming call information. We are able to end the call but the application appears to keep the call after ending it. When a call is made back to the extension, the application does not respond. windows dialer does the same thing so I know it is not the application. Thanks. Dustin
Subject: RE: TSP Trace Error: map entry does not exists for SequenceNumber Replied by: Anitha V on 08-05-2009 04:29:41 AM Hi Dustin, I looked into TSP logs and I could see you are getting the following errors: 05/07/2009 14:24:09.125 CiscoTSP001.tsp| CCtiInterface::RemoveFromSequenceNumberMap() *ERROR* Map entry does not exists for sequenceNumber(0x0000000F) 05/07/2009 14:24:09.234 CiscoTSP001.tsp| CCtiInterface::RemoveFromSequenceNumberMap() *ERROR* Map entry does not exists for sequenceNumber(0x00000010) 05/07/2009 14:24:09.312 CiscoTSP001.tsp| CCtiInterface::RemoveFromSequenceNumberMap() *ERROR* Map entry does not exists for sequenceNumber(0x00000011) As David suggested, if the above error occurs it is not an issue. But i noted that, you are also getting error 0x8CCC0004 which is due to CTI error Illegal handle. 05/07/2009 14:25:07.937 CiscoTSP001.tsp| CSelsiusTSPCall::CallAsyncFailureResponse() asyncResponseID=0x00000015 *ERROR* Reason for failure=0x8CCC0004 () dwRequestID=0x000100AB To know the reason for the same, we may need detailed CCM/ CTI SDL/SDI logs. For further analysis, you will need to create a DS Service Request. More details over here: http://www.cisco.com/go/developersupport Thanks and Regards, Anitha
Subject: RE: TSP Trace Error: map entry does not exists for SequenceNumber Replied by: David Staudt on 08-05-2009 02:07:59 PM Could this be a shared line interaction issue? For the purposes of this test, can you confirm that the DN being controlled appears on only one phone? Also I see the app appears to be attempting to drop a call that it has already dropped: 05/07/2009 14:24:54.562 CiscoTSP001.tsp| TSPI_lineDrop() dwRequestID =0x000100BC hdCall=0x01D01168 lpsUserUserInfo = =0x00000000 dwSize = 0 ...
Subject: RE: TSP Trace Error: map entry does not exists for SequenceNumber Replied by: Engineering Department on 08-05-2009 05:38:36 PM I will check for shared DN scenario. However, isnt the TSP tied down to the CTI manager by MAC address of the phone? In other words, the TSP cannot send information to two extensions (two separate MAC addresses) at one time can it? Thanks for the help. Dustin
Subject: RE: TSP Trace Error: map entry does not exists for SequenceNumber Replied by: David Staudt on 08-05-2009 06:30:00 PM Shared-line and same-DN/different-partition scenarios can be tricky to deal with. It may clarify what's going on if you can ensure that the DN is unique during your test.
Subject: RE: TSP Trace Error: map entry does not exists for SequenceNumber: GSA Replied by: Engineering Department on 14-05-2009 02:49:36 PM The telecom Admin has checked the route plan report and has only seen one instance of the line in question. Is this the appropriate procedure to check to make sure there is no shared line instance? Please see the attached screen shot. Thanks. Dustin
Subject: RE: TSP Trace Error: map entry does not exists for SequenceNumber: GSA Replied by: David Staudt on 14-05-2009 07:27:01 PM The report seems to indicate that there is no shared line or multi-partition configuration going on. Can you address the observation in my post of 5/8/09 2:07 where the app appears to be dropping the line multiple times? Can you be more specific about the 'loss of control' mentioned? I.e. specific TAPI commands/timestamps/DNs involved and the observed vs expected response data?
Subject: RE: TSP Trace Error: map entry does not exists for SequenceNumber: GSA Replied by: Engineering Department on 28-05-2009 09:58:38 PM Our application uses TAPI to control the Cisco line. Our appliation, is like windows dialer and the MS TAPI browser. For this particular user, when a call comes in, TAPI does not know about it. However, when TAPI initiates a call (using the Cisco TSP), that call can be controlled by TAPI. Do you think that another CTI port needs to be added to this CM?
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