Unified CM Telephony Subsystem [ out of serice]

[eran moyal]

Hello ,

I have problem with uccx .

sometines service Unified CM Telephony Subsystem change state to out of serice.

after we perform reset ,the service change to "in service".

my version uccx: System version: 8.0.2.11005-20

log from uccx

5: Nov 19 08:33:11.977 IST %MIVR-SS_TEL-1-SS_OUT_OF_SERVICE:JTAPI subsystem in out of service: Failure reason=A number of route points are OOS

Nov 19 08:33:11.977 IST %MIVR-SS_TEL-3-ModuleRunTimeFailure:Run-time Failure: Module Name=Unified CM Telephony Subsystem,Module Run-time Failure Cause=1,Module Failure Name=JTAPI Subsystem,Module Failure Message=null
440357: Nov 19 08:33:11.977 IST %MIVR-GENERIC-3-ModuleRunTimeFailure:Run-time Failure: Module Name=Unified CM Telephony Subsystem,Module Run-time Failure Cause=1,Module Failure Name=JTAPI Subsystem,Module Failure Message=null

nov 19 08:33:11.982 IST %MIVR-SS_RTR-5-SS_SHUTDOWN:RTR subsystem is SHUTDOWN
440359: Nov 19 08:33:11.990 IST %MIVR-SS_RTR-1-ModuleStop:Module has stopped: Module Name=Core RTR Subsystem,Module Failure Cause=null
440360: Nov 19 08:33:11.990 IST %MIVR-GENERIC-1-ModuleStop:Module has stopped: Module Name=Core RTR Subsystem,Module Failure Cause=null

any idea?

[Deepak Rawat · Accepted solution]

The Jtapi subsystem on UCCX is the one that is responsible for the CTI Route Points and Ports. If it is going out of service without any reason and the reset is then fixing it, this means UCCX is losing connection with CUCM that is responsible to maintain healthy registration status for these ports and route points that in turns keep CM Telephony in full service on UCCX. A proper log analysis both on CM and UCCX side will be required to understand the reason for this. Next time when ever the issue happens that the CM Telephony goes Partial or Out of Service, capture the MIVR and Jtapi logs from UCCX after enabling the logging as mentioned below along with CM, CTI and AXL logs from CM at detailed level and post them here.

For MIVR:

Check LIB_AXL, CFG_MGR, ENG, ICD_CTI, SS_CM, SS_RTR and SS_TEL to debugging, Xdebugging1 and XDebugging2 level

For Jtapi:

Check everything under Cisco Unified CM Telephony Client except MISC_debugging

Please note this particular version is EOS from TAC perspective so it will be good if you can upgrade this to 8.5(1) SU4 or something later as well.

Regards

Deepak

- Rate Helpful Posts -

[Aaron Harrison]

Just an additional note - typically this happens (as noted by Deepak +5) when one or more CTI Ports/RPs go OOS.

You can determine which by running the RealTime MOnitoring Tool (RTMT) - in the CCX section is a status tool that can poll all the CTI ports/triggers and show whether they are registered/live.

You'll still need to dive in to the logs to get the cause most likely.

Aaron

[Deepak Rawat]

Thanks for the stars Aaron. That feature you are talking in RTMT is indeed there but only starting version 8.5 and not prior to that unfortunately. Anyways thanks for adding to the thread, it will definitely help someone who is on 8.5 and later for sure if they will come to this thread at any point of time.

Regards

Deepak