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Beginner

CUCM RTMT CTI LineStatus Closed

Hi All,

Anyone here familiar with CUCM CTI? We've a voice recording application that used CTI for recording user's phone call. however on and off

without any reason we found that the recording will fail if the LineStatus in RTMT CTI Search is having status Closed.

Not sure what does it meant by undefined line, but upon checking the phone configuration everything is intact and working fine.

sometime we could get the status changed to Opened if we do the following:

"check and uncheck the allow CTI control" line the line configuration

log out and log in of user EM profile

reset/restart the phone

remove the phone's mac address from the application user controlled device and add back.

can anyone share what is the Closed or Opened status means? and under what circumstances could be triggering the change of the cti line status?

Any help on this is very much appreciated.

Regards,

Alex

7 REPLIES 7
Highlighted
Engager

Hi Alex,

Please check if the maximum number of devices that a Single CTI application user is crossing the below mentioned limits.

CTIManager provides two advanced, clusterwide service parameters that  are used in conjunction with the CTI Super Provider capability:

Maximum  Devices Per Provider—This parameter specifies the maximum number of  devices that a single CTI application can open. The default specifies  2000 devices.

Maximum  Devices Per Node—This parameter specifies the maximum number of devices  that all CTI applications can open on any CTIManager node in the Cisco  Unified Communications Manager system. The default specifies 800  devices.

If the configured limits are exceeded, CTI generates alarms, but the  applications continue to operate with the extra devices. For more  information on CTI Super Provider, see the "User Management and CTI Controlled Devices" section.

Reference:

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8_0_1/ccmsys/a08cti.html

Hope it helps.

Anand

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Hi Anand,

the mentioned limit of maximum devices per node does it refer to number of open device or lines? from the RTMT there is 1250 lines opened but only 750 devices which is less than default 800 limit.

any other help on this is appreciated.

Thansk

Regards,

Alex

Highlighted

Hi Alex,

CTI-Controlled Devices

The following CTI-controlled device types exist:

•Cisco Unified IP Phones (SCCP and SIP)

   Note :CTI applications support only some phones that run SIP; for example, it does not support the Cisco Unified IP    Phone 7940 and 7960.

•CTI ports

•CTI route points

The maximum number of CTI-controlled devices per node varies by server class as follows:

•MCS-7825 and MCS-7835 servers support up to 800 CTI-controlled devices per node.

•MCS-7845 servers support up to 2500 CTI-controlled devices per node.

Tip To calculate the number of CTI monitored lines in a system, use the following formula:

number of pilot point DNs + (number of clients open * number of directory numbers per phone) + (number of parked directory numbers * number of open clients) = CTI Monitored Lines

Hope it helps.

Anand

Please rate helpful posts !!

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Hi Anand,

The server hardware is 7845 which is having 2500 limit, hence it is unlikely hitting the limitation.

Thanks

Regards,

Alex

Highlighted

can anyone share what is the Closed or Opened status means? and under  what circumstances could be triggering the change of the cti line  status?

Highlighted
Enthusiast

Alex,

Open means the line is been monitored by an Open Telephony Provider object under the remote Application. It also means the remote application placed an Observer object over the line and therefore the CTI service is sending messages to the JTAPI or TAPI middleware for the different events happening on the line, therefore recording can happen.

Usually if the Phone goes unregistered, or you logout of Extension Mobility the Line will close, because you cannot longer monitor it, and RTMT will keep it in Memory and reported as closed for some time.

Beside normal causes, you might have some abnormal causes making the lines go Close. In my experience this is caused by bad programming practices on your 3rd Party application. There are some bugs on CTI Manager as well, that might be related, CUCM 8.6 and 8.6 faced a large amount of CTI issues if you ask me.

More often than not, people will untick tick the CTI Control, efectively taking the line out of the Provider domain, or restart the CTI Manager so called "fixing" the issue, will cause customer to blame the CTI Manager service, where all responsability relies on the Controlling Application.

Highlighted
Beginner

Hi Alex,

Did you manage to identify the issue? Or resolve it permanently?

I faced the identical problem as you, the client used for voice recording for certain purposes.

I suspect my client used the same product as your client.

regards,

Tay.

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