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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Engager

UCCX Unified CM Telephony Subsystem out of service

Hi Jamil,

Good to know that CM Telephony subsystem is changed from Out_Of_Service to Partial_Service.

From the snapshots the application users looks to be fine.

Can you please check if the CTI ports are created in both the CUCM's and there states, and also check the CTI Route ponits in both UCCX and CUCM Pub\sub.

I would suggest you to please restart the UCCX and CUCM boxes once (in maintainance hours), if you still see partial service than please attach the snapshots (from CUCM CTI ports\ Route Points)  and also UCCX MIVR logs one more time, we will see what is causing it to go to Partial service.

Do you have any Route points in Disabled state, if so enable it because this also causes CM Telephony to go to Partial service.

Hope it helps.

Anand

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Beginner

Re: UCCX Unified CM Telephony Subsystem out of service

Dear Anand

As per your suggestion I restarted both the machine UCCX and publisher and subscriber.Again Unified CM Telephony Subsystem is out of service,

I have attached the recent logs taken just now mivr logs.

Regards,

Jamil Hussain

Highlighted
Beginner

Re: UCCX Unified CM Telephony Subsystem out of service

Dear Anand

Also i checked the CTI Ports and CTI Route points its showing me registered.

Attached is the snapshot of cti ports and cti route point.

Engager

UCCX Unified CM Telephony Subsystem out of service

Hi Jamil,

1918: Apr 13 18:09:19.202 AST %MIVR-SS_TEL-2-SS_PARTIAL_SERVICE:JTAPI subsystem in partial service: Failure reason=A number of route points are OOS - RP[num=3320], RP[num=3330], RP[num=3340]; A number of CTI ports are OOS - TPG[id=0,state=PARTIAL_SERVICE]:Ports[3311, 3310, 3312, 3313]

I am unable to understand why you are existing Route points and CTI ports are going to OOS (Out OF Service).

As a test purpose will you be able to create another CCG (call control group) with 2-3 CTI ports and a CTI Route Point to your AA application and use this RP to trigger for it.

If it of urgent priority request you to open a TAC case paralley so that you will get some immediate resolution\workarounds if any for this sort of issue.

Hope it helps.

Anand

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Beginner

Re: UCCX Unified CM Telephony Subsystem out of service

Dear Anand

i created the new Call control group with 4 pots and DN's are 3200 , 3201 , 3202 and 3203.

But when i checked the MIVR file i found the below error message .

3284: Apr 13 19:37:57.033 AST %MIVR-SS_TEL-7-UNK:calculateSubsystemState -> subsystem partial in service, cause: A number of CTI ports are OOS - TPG[id=1,state=PARTIAL_SERVICE]:Ports[3201, 3200]

3285: Apr 13 19:37:57.033 AST %MIVR-SS_TEL-2-SS_PARTIAL_SERVICE:JTAPI subsystem in partial service: Failure reason=A number of CTI ports are OOS - TPG[id=1,state=PARTIAL_SERVICE]:Ports[3201, 3200]

i did not assigned any trigger to it.

i also attached the MIVR Log file for recent Call Control Group for you more detail.

Thanks alot for your reply.

Regards

Advocate

Re: UCCX Unified CM Telephony Subsystem out of service

That OOS might indicate a lot of things, device restart, network issue, etc.

Are you sure the JTAPI library is in sync on both the CUCM and UCCX?

G.

Sent from Cisco Technical Support iPad App

Engager

UCCX Unified CM Telephony Subsystem out of service

Hi Jamil,

Coul you please ensure that these CTI ports and Route Point DN's are unique in CUCM i.e. same DN is not used by any mutiple parameters.

and also, make sure that these CTI ports and Route points are in associated devies list for the JTAPI application user in CUCM

MIVR-SS_TEL-1-ModuleRunTimeFailure

Search for the MIVR-SS_TEL-1-ModuleRunTimeFailure string in the trace file. This exception usually occurs when the JTAPI       subsystem is unable to initialize any ports.

Cause

The CRA server can communicate with the Cisco CallManager, but is       unable to initialize any CTI ports or CTI route points through JTAPI. This       error occurs if the CTI ports and CTI route points are not associated with the       JTAPI user.

Resolution

Check the JTAPI user on the Cisco CallManager, and verify that CTI       ports and CTI route points that are configured on the CRA server are associated       with the user.

Reference:

http://www.cisco.com/warp/public/788/AVVID/jtapi-startup.html#oos

Hope it helps.

Anand

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Beginner

Re: UCCX Unified CM Telephony Subsystem out of service

Dear Anand

The problem is not resolved yet still facing same issue.

I unassociated the CTI Ports and CTI Route points and also restart the publisher and subscriber node.

Still facing the same issue. I checked the directory number configuration in CUCM there is no duplicate DN’s.

Regards,

Jamil Hussain

Engager

Re: UCCX Unified CM Telephony Subsystem out of service

Hi Jamil,

One last trial we will do,

1. please try creating a new JTAPI application user one more time and restart both UCCX and CUCM.

2. I would request you to please upgrade it to the latest available SR in this 7.x series and check once.

if it still doesnt resolve the issue, please open a TAC case for further troubleshooting.

Hope it helps.

Anand

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