We are facing some issue with CTI Service. We have a setup with 1 Publisher, 1 Subscriber, 2 PG Gateways and 1 IP IVR. All are connected on one core switch. In the morning we faced one problem that the CTI service was down and all the CTI ports and CTI route points were unregistered. From logs it is not clear that what is the root cause of this issue. But found the below event logs:
Service Control Manager
The Cisco CTIManager service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 60000 milliseconds: Restart the service.
The Cisco CTIManager service failed to start due to the following error: The service did not respond to the start or control request in a timely fashion.
Cisco Java Application
Error: WDApplicationError - WebDialer Application error
Reason: CTIProvider out of service
App ID: Cisco Java Applications
Node ID: WRKPUB
Explanation: WebDialer application error
Recommended Action: See application logs for
Error: kCtiProviderCloseHeartbeatTimeout - CTI heartbeat timeout; provider closing.
App ID: Cisco CTIManager
Cluster ID: StandAloneCluster
Node ID: 10.135.19.253
CTI Application ID: CallBackfeature
Process ID: 900
Process Name: CtiHandler
Explanation: CTI heartbeat timeout occurred. This causes CTIManager to close the application connection.
Recommended Action: CTI application will need to reconnect; contact TAC if problem persists
Also on PG we are getting the below event logs:
1. JTAPI Gateway rejected Open Req (3) message with status Invalid Version Number (1).
2. TCP connection to JTAPI Gateway has been broken
3. Error receiving data from JTAPI Gateway
4. Error acknowledgment received from Peripheral 5005 Message Type = 12 Peripheral State = 2.
I have attached the logs for Publisher and Subscriber. Does anyone faced this issue? Is there any solution?