CTIOS failover is not working

[Hossain Ahmed Ashfaque]

Hi,

Incase of one CTIOS failure the agents are not switching to the other CTIOS server. I am using UCCE and CTIOS Version 8.0.

Thanks and Regards,

Ashfaque

[Nick Richards]

I'm assuming this is a new install?

Can you attach the CTI Server and CTI OS logs?  Obviously, make sure EMSDisplayToScreen is set to 1 so we can see some entries.

Also, can you attach the Cisco Systems, Inc branch of the Windows Registry?

[Hossain Ahmed Ashfaque]

Hi Nicholas,

Thanks for your response. Yes it is a new installation. After enabling EMSDisplayToScreen I can see some error messege on the CTIOS server service window. I have attached registry and the screen shot of both the sides. please check and help me to solve the issue.

Thanks and Regards,

Ashfaque.

[Nick Richards]

You have two problems:

First, run your CTIOS setup again and make sure the CTIOSA and CTIOSB values are identical on either side.  Also doublecheck your values in the Peer CTIOS Server page of that installer.  Each of your CTIOS is connecting to the CG, but they're not talking to each other.

Also while you're in there, uncheck the "Enable Security" option on both servers (it's in the CTIOS installer, right after the Peer CTIOS Server page).  If you can't remove security, or if it doesn't alleviate your certificate error, use this guide (it's for 7.5, but it still holds true):

http://cisco.biz/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_5/install/guide/cti75smg.pdf

"Chapter 7, CTI OS Security"

Then let us know where that gets you.

[Nick Richards]

Did you get it working?

[Hossain Ahmed Ashfaque]

Hi Nicholas,

It solves some of the problems but still its not working on duplex mode. On the CG1A logs I am getting the below messagae.

00:00:04 cg1A-ctisvr Invalid Enterprise CTI message header (Length:0x1018100, Type:0xd1033) received from client "" at 172.21.152.31
00:00:09 cg1A-ctisvr Invalid Enterprise CTI message header (Length:0x1018100, Type:0xd1034) received from client "" at 172.21.152.31
00:00:14 cg1A-ctisvr Invalid Enterprise CTI message header (Length:0x1018100, Type:0xd1035) received from client "" at 172.21.152.31
00:00:19 cg1A-ctisvr Invalid Enterprise CTI message header (Length:0x1018100, Type:0xd1036) received from client "" at 172.21.152.31

Please check the attached CG and CTIOS logs.

Thanks and Regards,

ashfaque

[Nick Richards]

Check out this post for the invalid message header:

https://supportforums.cisco.com/thread/270670

They mention it taking 60 seconds, but I'm wondering if it doesn't occur faster in your new 8.x version...  If you failover to the peer, I bet you'll see the same message.

You're still getting a CONNECTION REFUSED error, which I've only seen related to invalid port configurations.  Make sure all your 42027/42028/43027/43028 settings are correct (it can get VERY confusing, for some reason).

Here's an excellent doc that I often refer people to: https://supportforums.cisco.com/docs/DOC-1390.  There's a graphic in the section "Install CTI Server (CG or CTI PG)" that will help you visualize what's going on.  The only problem with the graphic is that the CG1 representation is a little misleading- It should have CG1A (on your PG1A server) using ports 42027 and 42028, and CG1B (on your PG1B server) using ports 43027 and 43028.

Cheers,

[Hossain Ahmed Ashfaque]

Hi Nicholas,

I have attached the installation screenshots of both CGs and CTIOSs. Please let me know if any thing missing on the installation.

Thanks and Regards,

Ashfaque.

[Nick Richards · Accepted solution]

In screens CTIOS1A-11 and CTIOS1B-11, those values should be 43028 and 42028, respectively.  Look at the graphic on the link i posted last night (https://supportforums.cisco.com/docs/DOC-1390), where both CTI OS servers communicate on the *028 port.

Also, I mentioned using 42027 and 42028 on both CTI OS peers.  Try that if the above doesn't help.

[Hossain Ahmed Ashfaque]

Hi Nick,

Thanks a lot. The problem is resolved now.

Thanks and Regards,

Ashfaque.