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Participant

UCCX 8.5 - Unified CM Telephony Subsystem - out of service

Hello,

i have one issue with UCCX 8.5.1.10000-11 and CUCM 8.5.1.10000-11.

I had done the installation wizard of uccx 8.5. The users for CTI and RmCm are created but the service "Unified CM Telephony Subsystem" is OUT OF SERVICE.

I rebooted the server, but the service is still "OUT OF SERVICE".

How can i resolve the issue or who can explain me to troubleshoot this via RTMT or other Logs?

Thanks,

Marcel

1 ACCEPTED SOLUTION

Accepted Solutions
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VIP Collaborator

Cisco CUCM Version : 10.5

Cisco CUCM Version : 10.5

Cisco UCCX Version : 10.5

 

Issue:

The UCCX agents were not receiving incoming calls.

 

Troubleshooting Steps:

  1. Verified the registration status of UCCX CTI Ports and CTI Route Points – registration status was “Unregistered”
  2. Verified the status of Cisco UCCX services under UCCX Serviceability and found out that the Unified CM Telephony Subsystem is OUT_OF_SERVICE.
  3. Verified JTAPI Application user for CTI Ports and CTI Route Point association.
  4. Verified RMCM Application user for Agent Phones Associated.
  5. Restarted Cisco UCCX Engine Service – did not resolve the issue
  6. Restarted Cisco UCCX Server – did not resolve the issue
  7. Restarted CTI service on CUCM Publisher and Subscriber-1 – did not resolve the issue
  8. Changed the CTI Service Providers under UCCX and CUCM integration – did not resolve the issue
  9. Deleted Cisco UCCX Call Control Group and Recreated – did not resolve the issue
  10. Restarted the Cisco UCCX Engine Service again– did not resolve the issue
  11. Restarted Cisco UCCX Server again – did not resolve the issue
  12. Enabled the debug logs on the UCCX server
  13. Restarted Cisco UCCX Engine Service to generate fresh debug logs
  14. Collected Cisco UCCX Engine MIVR logs
  15. Found the below error message in the logs:

 

3028: Feb 02 16:31:17.972 EST %MIVR-SS_TEL-7-UNK:Sleeping 5 secs to re-register for CTI Port: 2471, payload[2]: 0=G711ALAW64K, 1=G711ULAW64K, max frame: 30 ms, after getting error CTIERR_IPADDRMODE_MISMATCH[0x8ccc00f3]=Device registration failed because of unsupported device IP Addressing capabilitycom.cisco.jtapi.CiscoRegistrationExceptionImpl: Device registration failed because of unsupported device IP Addressing capability

3029: Feb 02 16:31:17.972 EST %MIVR-SS_TEL-7-EXCEPTION:com.cisco.jtapi.CiscoRegistrationExceptionImpl: Device registration failed because of unsupported device IP Addressing capability

 

This error message indicates that the UCCX CTI Ports, CTI Route Points and Agent Phones supports only IPv4 Addressing Mode. This configuration parameter is under “Common Device Configuration” in Cisco Unified CM.

 

Solution:

  1. Configured a separate “Common Device Configuration” with IP Addressing Mode as IPv4 only.
  2. Updated UCCX CTI Ports, CTI Route Points and Agent Phones in CUCM with new common device configuration profile.
  3. Restarted Cisco UCCX Engine Service
  4. Verified the registration status of UCCX CTI Ports and CTI Route Points – registration status “ Registered”
  5. Verified the status of Cisco UCCX services under UCCX Serviceability and Unified CM Telephony Subsystem is now IN_SERVICE

I hope this will help someone who is facing the similar issue.

Thanks,

Vaijanath Sonvane

Please rate helpful posts and if applicable mark "Accept as a Solution".
Thanks, Vaijanath S.

View solution in original post

5 REPLIES 5
Highlighted
Cisco Employee

Re: UCCX 8.5 - Unified CM Telephony Subsystem - out of service

The reason the "Unified CM Telephony Subsystem" is "OUT OF SERVICE" because CTI ports are not being registered with CUCM.

Check if CTI / AXL services are running on the CUCM subcriber to which the ports should register. Else for troubleshooting through UCCX CUCM telephony integration page change the IP address of CUCM for CTI / RMCM service to publisher and reboot the UCCX box

Regards

Anuj

Highlighted
Participant

Re: UCCX 8.5 - Unified CM Telephony Subsystem - out of service

Hello,

thank you for your reply.

The problem was that i didn't create a call control group in uccx.

Regards,

Marcel

Highlighted
Enthusiast

UCCX 8.5 - Unified CM Telephony Subsystem - out of service

I discovered today that this can also be caused by setting a Trigger to No under Active after you press show more details. 

Highlighted
VIP Collaborator

Cisco CUCM Version : 10.5

Cisco CUCM Version : 10.5

Cisco UCCX Version : 10.5

 

Issue:

The UCCX agents were not receiving incoming calls.

 

Troubleshooting Steps:

  1. Verified the registration status of UCCX CTI Ports and CTI Route Points – registration status was “Unregistered”
  2. Verified the status of Cisco UCCX services under UCCX Serviceability and found out that the Unified CM Telephony Subsystem is OUT_OF_SERVICE.
  3. Verified JTAPI Application user for CTI Ports and CTI Route Point association.
  4. Verified RMCM Application user for Agent Phones Associated.
  5. Restarted Cisco UCCX Engine Service – did not resolve the issue
  6. Restarted Cisco UCCX Server – did not resolve the issue
  7. Restarted CTI service on CUCM Publisher and Subscriber-1 – did not resolve the issue
  8. Changed the CTI Service Providers under UCCX and CUCM integration – did not resolve the issue
  9. Deleted Cisco UCCX Call Control Group and Recreated – did not resolve the issue
  10. Restarted the Cisco UCCX Engine Service again– did not resolve the issue
  11. Restarted Cisco UCCX Server again – did not resolve the issue
  12. Enabled the debug logs on the UCCX server
  13. Restarted Cisco UCCX Engine Service to generate fresh debug logs
  14. Collected Cisco UCCX Engine MIVR logs
  15. Found the below error message in the logs:

 

3028: Feb 02 16:31:17.972 EST %MIVR-SS_TEL-7-UNK:Sleeping 5 secs to re-register for CTI Port: 2471, payload[2]: 0=G711ALAW64K, 1=G711ULAW64K, max frame: 30 ms, after getting error CTIERR_IPADDRMODE_MISMATCH[0x8ccc00f3]=Device registration failed because of unsupported device IP Addressing capabilitycom.cisco.jtapi.CiscoRegistrationExceptionImpl: Device registration failed because of unsupported device IP Addressing capability

3029: Feb 02 16:31:17.972 EST %MIVR-SS_TEL-7-EXCEPTION:com.cisco.jtapi.CiscoRegistrationExceptionImpl: Device registration failed because of unsupported device IP Addressing capability

 

This error message indicates that the UCCX CTI Ports, CTI Route Points and Agent Phones supports only IPv4 Addressing Mode. This configuration parameter is under “Common Device Configuration” in Cisco Unified CM.

 

Solution:

  1. Configured a separate “Common Device Configuration” with IP Addressing Mode as IPv4 only.
  2. Updated UCCX CTI Ports, CTI Route Points and Agent Phones in CUCM with new common device configuration profile.
  3. Restarted Cisco UCCX Engine Service
  4. Verified the registration status of UCCX CTI Ports and CTI Route Points – registration status “ Registered”
  5. Verified the status of Cisco UCCX services under UCCX Serviceability and Unified CM Telephony Subsystem is now IN_SERVICE

I hope this will help someone who is facing the similar issue.

Thanks,

Vaijanath Sonvane

Please rate helpful posts and if applicable mark "Accept as a Solution".
Thanks, Vaijanath S.

View solution in original post

Highlighted
Cisco Employee

Worked like a charm..

Worked like a charm..

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