CUE - CTI Port and CTI Route Point unregistered on CUCM

ccg-collab1 · ‎04-18-2016

Hi Everyone,

May I seek your assistance. Before it's all working fine and then suddenly I have an issue on CUE (8.6.6) when I call the Call-In-Number for Auto Attendant I hear a busy tone, upon checking all the CTI Port and CTI Route Point are unregistered on CUCM (10.5).

Troubleshooting Done:

>Reload the CUE.

>Restarted the CTIManager both CUCM Pub and Sub.

>Changed the jtapi username and password.

>Recreated the CTI Route Point and CTI Port.

>Performed Factory Reset on the CUE module.

>Gather logs on the CUE using the command : "show log name CiscoJtapi1.log" below are the output:

Cisco Jtapi version 9.1(1.10000)-2 Release
0: Apr 18 17:49:12.074 CST %JTAPI-MISC-7-UNK:(P1-) started preloading classes
1: Apr 18 17:49:12.196 CST %JTAPI-MISC-7-UNK:(P1-) finished preloading classes
2: Apr 18 17:49:12.197 CST %JTAPI-CTI-7-UNK:(P1-) JVM Field Order is onetwothree
3: Apr 18 17:49:12.197 CST %JTAPI-CTI-7-UNK:(P1-) EventThread wakeups are disabled
4: Apr 18 17:49:12.198 CST %JTAPI-CTI-7-UNK:(P1-) EventThread queue statistics are disabled
5: Apr 18 17:49:12.198 CST %JTAPI-CTI-7-UNK:(P1-) EventThread queue size threshold is 25
6: Apr 18 17:49:12.198 CST %JTAPI-CTI-7-UNK:(P1-) Provider retry interval is set to 30 seconds
7: Apr 18 17:49:12.198 CST %JTAPI-CTI-7-UNK:(P1-) Client desired server heartbeat time is set to 30 seconds
8: Apr 18 17:49:12.199 CST %JTAPI-CTI-7-UNK:(P1-) CTI request timeout is set to 30 seconds
9: Apr 18 17:49:12.199 CST %JTAPI-CTI-7-UNK:(P1-) Provider open request timeout is set to 200 seconds
10: Apr 18 17:49:12.199 CST %JTAPI-CTI-7-UNK:(P1-) Provider priority is set to 2
11: Apr 18 17:49:12.199 CST %JTAPI-CTI-7-UNK:(P1-) Provider Reconnect attempts is set to 0
12: Apr 18 17:49:12.200 CST %JTAPI-CTI-7-UNK:(P1-) JAVA Socket Connect Timeout is set to 15 seconds
13: Apr 18 17:49:12.200 CST %JTAPI-CTI-7-UNK:(P1-) Hunt List is disabled
14: Apr 18 17:49:12.200 CST %JTAPI-CTI-7-UNK:(P1-) Call Redirect Response Timeout is set to 120 seconds
15: Apr 18 17:49:12.200 CST %JTAPI-CTI-7-UNK:(P1-) Java vendor Sun Microsystems Inc.
16: Apr 18 17:49:12.206 CST %JTAPI-CTIIMPL-7-UNK:(P1-) Provider.info(Entering encryptPassword)
17: Apr 18 17:49:13.305 CST %JTAPI-CTIIMPL-7-UNK:(P1-) Provider.info(Exiting encryptPassword)
18: Apr 18 17:49:13.305 CST %JTAPI-CTIIMPL-7-UNK:(P1-) application did not set appinfo, creating default
19: Apr 18 17:49:13.306 CST %JTAPI-CTIIMPL-7-UNK:(P1-) application did not set SSO ticket
20: Apr 18 17:49:13.306 CST %JTAPI-JTAPIIMPL-7-UNK:ProviderImpl(): calling jtapiProperties.getSecurityPropertyForInstance()
21: Apr 18 17:49:13.307 CST %JTAPI-JTAPIIMPL-7-UNK:(P1-jtapi_chinaCUE) TraceModule: JTAPI version Cisco Jtapi version 9.1(1.10000)-2 Release
22: Apr 18 17:49:13.307 CST %JTAPI-JTAPIIMPL-7-UNK:(P1-jtapi_chinaCUE) Route Select Timeout is 5000 msecs
23: Apr 18 17:49:13.307 CST %JTAPI-JTAPIIMPL-7-UNK:(P1-jtapi_chinaCUE) Jtapi post condition timeout is set to 15 seconds
24: Apr 18 17:49:13.308 CST %JTAPI-JTAPIIMPL-7-UNK:(P1-jtapi_chinaCUE) IgnoreFwdDestination set to false
25: Apr 18 17:49:13.384 CST %JTAPI-CTIIMPL-7-UNK:(P1-jtapi_chinaCUE) Opening server "10.24.116.25" login "jtapi_chinaCUE"
26: Apr 18 17:49:13.384 CST %JTAPI-CTIIMPL-7-UNK:(P1-jtapi_chinaCUE) ProviderID = P1-jtapi_chinaCUE
27: Apr 18 17:49:13.408 CST %JTAPI-CTIIMPL-7-UNK:(P1-jtapi_chinaCUE) Trying to create normal socket connection to 10.24.116.25
28: Apr 18 17:49:13.710 CST %JTAPI-CTIIMPL-7-UNK:(P1-jtapi_chinaCUE) connected
29: Apr 18 17:49:13.722 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) EventThread: created
30: Apr 18 17:49:13.753 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) EventThread starting up...
31: Apr 18 17:49:14.295 CST %JTAPI-PROTOCOL-7-UNK:(P1-10.24.116.25) [MIVR_SS_TEL_PROVIDER-22-0-INIT] sending: com.cisco.cti.protocol.ProviderOpenRequest {
provider = 10.24.116.25
qbeClientVersion = Cisco JTAPI 9.1(1.10000)-2 Release
login = com.cisco.cti.protocol.UnicodeString {
unicodedisplayName = jtapi_chinaCUE
count = 14
sizeofElement = 2
}
filter = com.cisco.cti.protocol.ProviderEventFilter {
deviceRegistered = true
deviceUnregistered = true
directoryChangeNotify = true
deviceConfigChangeNotify = true
deviceEMLoginStatusChangeNotify = true
}
applicationID = Cisco IP IVR
desiredServerHeartbeatTime = 30
requestTimer = 0
cmAssignedApplicationID = 0
pluginName = CiscoJTAPI
applicationPriority = 2
lightWeightOpen = false
authenticationType = 0
requestOldDeviceLineFetch = false
}
32: Apr 18 17:49:14.317 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) ReceiveThread starting up...
33: Apr 18 17:52:34.317 CST %JTAPI-CTIIMPL-7-UNK:Condition: timeout occurred time=200000
34: Apr 18 17:52:34.318 CST %JTAPI-CTIIMPL-7-UNK:(P1-10.24.116.25) receiveResponse: timed out waiting 200000 milliseconds for com.cisco.cti.protocol.ProviderOpenResponse sequenceNumber= 0
35: Apr 18 17:52:34.323 CST %JTAPI-PROTOCOL-7-UNK:(P1-10.24.116.25) received Event: com.cisco.cti.protocol.ProviderOutOfServiceEvent {
eventSequence = 0
PROVIDER_OUT_OF_SERVICE_EVENT = 200
}
36: Apr 18 17:52:34.324 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) EventThread: queuing com.cisco.cti.protocol.ProviderOutOfServiceEvent
37: Apr 18 17:52:34.324 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) ReceiveThread: shutting down
38: Apr 18 17:52:34.324 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) ReceiveThread: waiting for exit
39: Apr 18 17:52:34.325 CST %JTAPI-CTIIMPL-7-UNK:(P1-10.24.116.25) EventThread handling event com.cisco.cti.protocol.ProviderOutOfServiceEvent[0]
40: Apr 18 17:52:34.328 CST %JTAPI-CTIIMPL-7-UNK:(P1-10.24.116.25) caught java.lang.NullPointerException
java.lang.NullPointerException
at com.cisco.cti.client.implementation.Provider.EnumerateDevices(CTQF)
at com.cisco.cti.client.implementation.Provider.FeatureActivated(CTQF)
at com.cisco.cti.client.implementation.Provider.I(CTQF)
at com.cisco.cti.client.implementation.Provider$EventThread.messageReceived(CTQF)
at com.cisco.cti.util.MessageThread.append(CTQF)
at com.cisco.cti.util.MessageThread.CTQF(CTQF)
at com.cisco.cti.util.MessageThread.run(CTQF)

41: Apr 18 17:52:34.329 CST %JTAPI-CTIIMPL-7-UNK:(P1-10.24.116.25) ReceiveThread: caught java.net.SocketException: Socket closed
42: Apr 18 17:52:34.329 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) ReceiveThread: exiting
43: Apr 18 17:52:34.331 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) ReceiveThread: notifying handler of demise
44: Apr 18 17:52:34.331 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) ReceiveThread: finished shutting down
45: Apr 18 17:52:34.331 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) EventThread: shutting down
46: Apr 18 17:52:34.332 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) EventThread: waiting for exit
47: Apr 18 17:52:34.332 CST %JTAPI-MISC-7-UNK:[com.cisco.cti.util.BlockingQueue@1c6cc9c]BlockingQueue:takeAll() Threadname=(P1-10.24.116.25) EventThread Thread interrupted
48: Apr 18 17:52:34.333 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) EventThread: interrupted java.lang.InterruptedException
49: Apr 18 17:52:34.333 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) EventThread: exiting
50: Apr 18 17:52:34.333 CST %JTAPI-MISC-7-UNK:(P1-10.24.116.25) EventThread: finished shutting down

Manish Gogna · ‎04-18-2016

Hi,

This could be because of authentication issue where the CUE ports and triggers fail to register with the CUCM because the passwords configured between the CUE and the CUCM do not match.

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unity-express/60002-ccm-cue-config.html

Do check and let us know if it helps.

Manish

Rob Huffman · ‎04-18-2016

Hi there,

Just to add a note to the good tips from my friend Manish (+5)

According to your post you are running CUE 8.6.6 with CUCM 10.5, but as you can see below the minimum supported CUE version for CUCM 10.5 is CUE 8.6.9 (or CUE 8.6.10 / 8.6.11);

New Features and Enhancements in Cisco Unity Express 8.6.9

Cisco Unity Express 8.6.9 supports the following enhancement:

Support for Cisco Unified Communications Manager 10.0 and 10.5

Support for Cisco Unified Communications Manager 10.0 and 10.5

Cisco Unity Express 8.6.9 provides support for Cisco Unified Communications Manager 10.0 and 10.5 versions.

From;

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/unity_exp/rel8_6/rel_notes/rel_notes86.html#pgfId-410557

It's also shown in the CUE Compatibility Matrix;

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/unity_exp/compatibility/cuecomp.html

You can see in your error logs that the wrong Jtapi is being used and I believe you need to upgrade CUE;

JTAPI version Cisco Jtapi version 9.1(1.10000)-2 Release

Cheers!

Rob

Manish Gogna · ‎04-18-2016

Thanks for pointing that out Rob.

Manish