weird CUE + UCM integration issue

Unanswered Question
Sep 2nd, 2010

Hi,

All i am  having issues getting the jtapi to register with UCM all my config  looks ok and i have the correct license however it refuses to register.

If i do a show ccn status ccm manager i get the below:

cue# sh ccn status ccm-manager

JTAPI Subsystem is not registered with any Call Manager

I have configured the following on UCM:

ctiport - 3601
ctiport - 3602

rp-aa - 3100
rp-vm - 3600

jtapi application user - enabled standard cti enabled role.

CUE config below:

cue# sh run
Generating configuration:

clock timezone Europe/Madrid

hostname cue

ip domain-name ipexpert.com

line console
exit

system language preferred "en_GB"

ntp server 10.10.200.2 prefer

software  download server url "ftp://127.0.0.1/ftp" credentials hidden  "6u/dKTN/hsEuSAEfw40XlF2eFHnZfyUTSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmP"

privilege vm-imap create
privilege ViewPrivateList create
privilege ManagePrompts create
privilege broadcast create
privilege ManagePublicList create
privilege ViewHistoricalReports create
privilege ViewRealTimeReports create
privilege manage-passwords create
privilege local-broadcast create
privilege manage-users create

groupname Broadcasters create

username administrator create

privilege vm-imap description "Privilege to manage personal voicemail via IMAP client"
privilege ViewPrivateList description "Privilege to view private list"
privilege ManagePrompts description "Privilege to create, modify, or delete system prompts"
privilege broadcast description "Privilege to send local or remote broadcast messages"
privilege ManagePublicList description "Privilege to manage public lists"
privilege ViewHistoricalReports description "Privilege to view historical reports"
privilege ViewRealTimeReports description "Privilege to view realtime reports"
privilege manage-passwords description "Privilege to reset user passwords"
privilege local-broadcast description "Privilege to send local broadcast messages"
privilege manage-users description "Privilege to create, modify, and delete users and groups"
privilege vm-imap operation voicemail.imap.user
privilege ViewPrivateList operation voicemail.lists.private.view
privilege ManagePrompts operation prompt.modify
privilege ManagePrompts operation system.debug
privilege broadcast operation broadcast.local
privilege broadcast operation broadcast.remote
privilege broadcast operation system.debug
privilege ManagePublicList operation voicemail.lists.public
privilege ManagePublicList operation system.debug
privilege ViewHistoricalReports operation report.historical.view
privilege ViewRealTimeReports operation report.realtime
privilege manage-passwords operation user.password
privilege manage-passwords operation user.pin
privilege manage-passwords operation system.debug
privilege local-broadcast operation broadcast.local
privilege local-broadcast operation system.debug
privilege manage-users operation user.password
privilege manage-users operation group.configuration
privilege manage-users operation user.pin
privilege manage-users operation user.mailbox
privilege manage-users operation user.configuration
privilege manage-users operation user.remote
privilege manage-users operation system.debug
privilege manage-users operation user.notification

groupname Administrators member administrator
groupname Broadcasters privilege broadcast

restriction msg-notification create
restriction msg-notification min-digits 1
restriction msg-notification max-digits 30
restriction msg-notification dial-string preference 1 pattern * allowed

backup  server url "ftp://127.0.0.1/ftp" credentials hidden  "EWlTygcMhYmjazXhE/VNXHCkplVV4KjescbDaLa4fl4WLSPFvv1rWUnfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmP"

calendar biz-schedule systemschedule
open day 1 from 00:00 to 24:00
open day 2 from 00:00 to 24:00
open day 3 from 00:00 to 24:00
open day 4 from 00:00 to 24:00
open day 5 from 00:00 to 24:00
open day 6 from 00:00 to 24:00
open day 7 from 00:00 to 24:00
end schedule

ccn application autoattendant aa
description "autoattendant"
enabled
maxsessions 6
script "aa.aef"
parameter "busClosedPrompt" "AABusinessClosed.wav"
parameter "holidayPrompt" "AAHolidayPrompt.wav"
parameter "welcomePrompt" "AAWelcome.wav"
parameter "disconnectAfterMenu" "false"
parameter "dialByFirstName" "false"
parameter "allowExternalTransfers" "false"
parameter "MaxRetry" "3"
parameter "dialByExtnAnytime" "false"
parameter "busOpenPrompt" "AABusinessOpen.wav"
parameter "businessSchedule" "systemschedule"
parameter "dialByExtnAnytimeInputLength" "4"
parameter "operExtn" "0"
end application

ccn application ciscomwiapplication aa
description "ciscomwiapplication"
enabled
maxsessions 6
script "setmwi.aef"
parameter "CallControlGroupID" "0"
parameter "strMWI_OFF_DN" "8001"
parameter "strMWI_ON_DN" "8000"
end application

ccn application msgnotification aa
description "msgnotification"
enabled
maxsessions 6
script "msgnotify.aef"
parameter "logoutUri" "http://localhost/voicemail/vxmlscripts/mbxLogout.jsp"
parameter "DelayBeforeSendDTMF" "1"
end application

ccn application promptmgmt aa
description "promptmgmt"
enabled
maxsessions 1
script "promptmgmt.aef"
end application

ccn application voicemail aa
description "voicemail"
enabled
maxsessions 6
script "voicebrowser.aef"
parameter "logoutUri" "http://localhost/voicemail/vxmlscripts/mbxLogout.jsp"
parameter "uri" "http://localhost/voicemail/vxmlscripts/login.vxml"
end application

ccn engine
end engine

ccn reporting historical
database local
description "se-10-10-202-10"
end reporting

ccn subsystem jtapi
ctiport 3601 3602
ccm-manager address 10.10.210.11 10.10.210.10
ccm-manager credentials hidden  "D+OHUOv7ks+yl8qJ88bs44fexIiowGxESd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmP"
end subsystem

ccn subsystem sip
gateway address "10.10.202.4"
mwi sip unsolicited
end subsystem

ccn trigger http urlname msgnotifytrg
application "msgnotification"
enabled
maxsessions 2
end trigger

ccn trigger http urlname mwiapp
application "ciscomwiapplication"
enabled
maxsessions 1
end trigger

ccn trigger jtapi phonenumber 3100
application "autoattendant"
enabled
locale "en_GB"
maxsessions 4
end trigger

ccn trigger jtapi phonenumber 3600
application "voicemail"
enabled
locale "en_GB"
maxsessions 4
end trigger

service voiceview
enable
end voiceview

voicemail broadcast recording time 300
voicemail default messagesize 240
voicemail notification restriction msg-notification

Jtapi subsystem:

cue# sh ccn subsystem jtapi
Cisco Call Manager:                     10.10.210.11,10.10.210.10
CCM JTAPI Username:                     jtapi
CCM JTAPI Password:                     *****
Call Control Group 1 CTI ports:         3601,3602
Call Control Group 1 MWI port:         
CSS for redirects from route points:    ccm-default
CSS for redirects from CTI ports:       redirecting-party

Jtapi Triggers:

cue# sh ccn trigger jtapi

Name:                         3600
Type:                         JTAPI
Application:                  voicemail
Locale:                       en_GB
Idle Timeout:                 10000
Enabled:                      yes
Maximum number of sessions:   4
Call Control Group:           1

Name:                         3100
Type:                         JTAPI
Application:                  autoattendant
Locale:                       en_GB
Idle Timeout:                 10000
Enabled:                      yes
Maximum number of sessions:   4
Call Control Group:           1

License info:

cue# sh software licenses
Installed license files:
- voicemail_lic.sig : 12 MAILBOX LICENSE

Core:
- Application mode: CCM
- Total usable system ports: 6

Voicemail/Auto Attendant:
- Max system mailbox capacity time: 840
- Default # of general delivery mailboxes: 5
- Default # of personal mailboxes: 12

- Max # of configurable mailboxes: 17

Interactive Voice Response:
- Max # of IVR sessions: Not Available

Languages:
- Max installed languages: 2
- Max enabled languages: 2

Software version:

cue# sh software versions
Cisco Unity Express version (7.0.1)
Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2008 by Cisco Systems, Inc.

Components:

- CUE Voicemail Language Support version  7.0.1.0

Trace subsytem Jtapi:

cue# trace ccn SubsystemJtapi  all
cue# show trace buffer tail
Press <CTRL-C> to exit...
4709 06/29 10:44:59.014 ACCN TELS 0 GET_NEW_PROVIDER:Attempt to get JTAPI provider
17090 06/29 10:45:13.567 ACCN TELS 0 TAPIPortGroup: Enter getActiveCCM()
17090 06/29 10:45:13.567 ACCN TELS 0 TAPIPortGroup: getActiveCCM() subsystemstate:3
17090 06/29 10:45:13.567 ACCN TELS 0 TAPIPortGroup: getActiveCCM() subsystemJTAPI is not inservice or partial service
17090 06/29 10:45:13.567 ACCN TELS 0 TAPIPortGroup: Leaving getActiveCCM(), retval:null

Also if i open the Gui and click next on the initialization wizrd i get the error message below:

Jtapi Login failed.  Error while determining CCM Version - 1.

I see the jtapi connection come in if i do a capture on the UCM sub.

I see the JTAPI connections coming in so i had a look in the cti manager log and am getting the following,.

07/02/2010  07:38:41.949 CTI|kCtiIncompatibleProtocolVersion - Incompatible  protocol version. Message Version:0 UNKNOWN_PARAMTYPE:Compatible  Versions:1 Current Version:a0000 CallManager Version:  IPAddress:10.10.202.10 App ID:Cisco CTIManager Cluster  ID:StandAloneCluster Node ID:UCM-SUB Process ID:7469 Process  Name:CtiHandler|<CLID::StandAloneCluster><NID::10.10.210.11><CT::Alarm><LVL::All><MASK::ffff>
07/02/2010  07:38:42.011 CTI|CTIManager: ready_CtiLoginsThrottlingTimer(): login  initiated for IPv4 TCP Handle=[2,200,9,2] connection Id=1

and also:


07/05/2010  08:41:38.620 CTI|kCtiProviderOpenInvalidUserNameSize - Invalid userName  size in ProviderOpen request. login user Name size:13 App ID:Cisco  CTIManager Cluster ID:StandAloneCluster Node  ID:UCM-SUB|<CLID::StandAloneCluster><NID::10.10.210.11><CT::Alarm><LVL::All><MASK::ffff>

I have tried making it smaller and longer and still get this message in the cti log.

Ive also done a factory restore and configured it again to no avail.


Im completely stumped on this.

Cheers

Kev

I have this problem too.
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rob.huffman Thu, 09/02/2010 - 06:11

Hi Kev,

I may be blind here, but i didn't see what CUCM version you are running? It

almost looks like a compatibility issue;

CTI|kCtiIncompatibleProtocolVersion - Incompatible  protocol version. Message Version:0 UNKNOWN_PARAMTYPE:Compatible  Versions:1 Current Version:a0000 CallManager Version:  IPAddress:10.10.202.10


Cisco Unity Express Compatibility Matrix

http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/compatibility/cuecomp.htm

Cheers!

Rob

gmatroni Thu, 09/02/2010 - 08:46

Have you confirmed that the Application user  jtapi is associated to the

CUE CTI RP and CTI ports under controlled devices

and make sure this user is associated to the Correct Groups

Standard CTI Allow control of all Devices

Standard CTI Allowe Calling Party Number Modifications

Standard CTI enabled

kevinhobson2000 Fri, 09/03/2010 - 03:34

Hi All,

Gmatroni it should only need cti enabled but i have tried it with the control groups as well to no avail.he

Also tried deleting and recreating the application user.

Rob,

Yes this was also my thinking.

I forgot to add i have tried upgrading the UCM to 7.0.3 and CUE to 7.0.3 to try and erradicate the problem.

The UCM is now back at 7.0.1 and the CUE at 7.03.

The compatiblity matrix said they should be compatible.

I still believe this is some kind of application/software incompatibility issue.

Maybe you could recommend a sugested patch?

Cheers

Kev

gmatroni Fri, 09/03/2010 - 03:45

Then if you can ping both ways and you sure no FW or anything then I would suggest you bounce CTI Manaqger

on ALL nodes and if this does  not do it then I would suggest you enable detailed CTI Manager Traces on CUCM so

we can confirm your seeing the provider open requests.

At that point its best to open a TAC case so we can review them, I am going on vacation so I will not be able to look at

them,

you sure all the devices are associated correctly? Has this ever worked?

Wilson Gonzalez Sat, 11/24/2012 - 09:20

Hi, just wanted to shed some light on this topic.

I tried different versions of CUE 7.1.7, 8.6.1, 8.6.4 and all gave me the same jtapi error until it came to me that try pinging from the cue to the CUCM and i couldn't, so I started troubleshooting that and realized that I had "ip nat inside" on the ISM 0/0 interface.

So just wanted to let you know when troubleshooting jtapi login try pinging the CUCM server from cue module.

If it works, you are good on that end. But if you can't ping troubleshoot that first!

it just took me 6 hours to figure it out

Good luck!

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