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UCCE Agents unable to login (ErrMsg:The request failed because a timeout limit was exceeded)

Hi, We have UCCE  8.5.1.11003-32 and CUCM version is 8.6.2.20000-2.

when the agents tried to login, they get 'The request failed because a timeout limit was exceeded'. Issue is not for all the agents but only for few agents.

tried reassociating the device under PIM application usergroup and tried deleting and readding the phone config but still no luck.

08/29/13 10:24:29.679  4864  CTIOSSoftphone  Thd(4668)  CCtiOsSession::OnEvent, (PrphID:5000 FailCode:78 PrphErrCode:0 AGID:447886 UniqObjID:agent.5000.447886 MsgID:eControlFailureConf MsgTyp:eSetAgentStateRequest ErrMsg:The request failed because a timeout limit was exceeded. FiltTgt:agent.5000.447886 TgtCILClntID:FRLYONWXL000844-4864-4668).

attached is the complete CTI agent client logs collected.

Please advise

//Suresh Please rate all the useful posts.
19 REPLIES

UCCE Agents unable to login (ErrMsg:The request failed because a

Do you see the request make it to the cti server?  Maybe these agents have a network issue or firewall issue blocking the connection attempt.

david

UCCE Agents unable to login (ErrMsg:The request failed because a

Hi, yes it reaches the server. also the cucm pim states that the device is not in service.

//Suresh Please rate all the useful posts.

UCCE Agents unable to login (ErrMsg:The request failed because a

Do you have the latest version of jtapi from ucm?

david

UCCE Agents unable to login (ErrMsg:The request failed because a

Yes David, we do have the latest one installed.

//Suresh Please rate all the useful posts.
New Member

UCCE Agents unable to login (ErrMsg:The request failed because a

How many PG users do you have in CUCM?

Try removing and adding this Phone Mac to to PG User.

UCCE Agents unable to login (ErrMsg:The request failed because a

Hi Vinod, yes tried it but no luck.

//Suresh Please rate all the useful posts.
New Member

UCCE Agents unable to login (ErrMsg:The request failed because a

What is the Agent Extension Length Configured in PG? I can see its 10-digits (7000100055)

New Member

UCCE Agents unable to login (ErrMsg:The request failed because a

Hi Suresh,

Since the issue is only for few agents, kindly let us know whether you are using IP Communicator or Hard Phones? Most probably the issue could be because of network connectivity.

One thing I wanted to check is whether the Extension you trying to login is UP. Can you make calls internally to that Extension. Kindly confirm that. If this works that the issue should be because of Network connectivity

Regards,

Ganapathi.S

UCCE Agents unable to login (ErrMsg:The request failed because a

Hello Ganapathi, Yes, It is cisco 7942 phone and configured with the 10 digit extn: 7000100055 and it is up and able to process the calls without any issues.

//Suresh Please rate all the useful posts.

UCCE Agents unable to login (ErrMsg:The request failed because a

collected the CTI SDI/SDL traces and found the below application error.

104045316 |2013/08/30 06:39:12.695 |200 |SdlSig    |DirDeviceChangeNotify                  |ready                          |CtiManager(2,200,21,1)           |CTIDbAccess(2,200,26,1)          |                                         |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Type=2 DevicePkid=02646bec-18e5-5646-bc23-7709e1e314c4 DeviceName=SEPC40ACB4D535C UserPkid=a6a04dfc-b7bc-7cc6-dd0f-39db204cfdf9 AppUser=VIT_CCM_IPCC_PIM EMTypes=0

104045317 |2013/08/30 06:39:12.695 |200 |SdlSig    |DirDeviceChangeNotify                  |ready                          |CTIHandler(2,200,22,186)         |CtiManager(2,200,21,1)           |                                         |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Type=2 DevicePkid=02646bec-18e5-5646-bc23-7709e1e314c4 DeviceName=SEPC40ACB4D535C UserPkid=a6a04dfc-b7bc-7cc6-dd0f-39db204cfdf9 AppUser=VIT_CCM_IPCC_PIM EMTypes=0

104045318 |2013/08/30 06:39:12.696 |200 |AppInfo   |||CTIHandler(2,200,22,186)|||[CTI-APP] [CTIHandler::OutputCtiMessage      ]     CTI   ProviderUserChangedEvent    (  deviceName=SEPC40ACB4D535C deviceType=434 deviceId=23299 registrationAllowed=0 deviceLocale=33 protocol=1 deviceRestricted=0 altScript= Rollover=0 BIB=1 DNDOption=0 IpAddrMode=0 supportsFeat=0 Visiting=0 Type Of Notification = 2 ControlFlags = 0)

104045319 |2013/08/30 06:39:12.696 |200 |SdlSig    |CtiUnSubscribeRegUnRegNotificationReq  |ready                          |CTIDeviceRegManager(2,200,24,1)  |CTIHandler(2,200,22,186)         |                                         |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] SubType=2 CTIHandlerPid=(2,200,22,186) Device=SEPC40ACB4D535C

104045320 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||  UnsubscribeDeviceInAppSubscribedList

104045321 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||     Device NOT FOUND IN App List Device=SEPC40ACB4D535C

104045322 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||     UnSubscription Initiated

104045323 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||InitiateSubscriptionToCCM

104045324 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||   Iterating Node=2

104045325 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||   Iterating Node=3

104045326 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||   Iterating Node=5

104045327 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||   Iterating Node=6

104045328 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||   Iterating Node=8

104045329 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||   Iterating Node=10

104045330 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||   Iterating Node=13

104045331 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceRegManager(2,200,24,1)|||    InitiateSubscriptionToCCM EXIT

104045332 |2013/08/30 06:39:12.696 |200 |SdlSig    |DeAcquireDeviceReq                     |ready                          |CTIDeviceLineMgr(2,200,25,1)     |CTIHandler(2,200,22,186)         |                                         |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0]  RequestId=2232 Num of Devices=1 Delay=0

104045333 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceLineMgr(2,200,25,1)|||closeLinesForApp - Devce=SEPC40ACB4D535C NOT found in DeviceNameToLineHandList

104045334 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceLineMgr(2,200,25,1)|||DeviceHandle 2|5741

104045335 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceLineMgr(2,200,25,1)|||DH NOT FOUND DH=2|5741

104045336 |2013/08/30 06:39:12.696 |200 |AppError  |||CTIDeviceLineMgr(2,200,25,1)|||closeDeviceForApp - Party object does not exist return

104045337 |2013/08/30 06:39:12.696 |200 |AppInfo   |||CTIDeviceLineMgr(2,200,25,1)|||[DeviceEventRouter::star_deAcquireDevice]  [CTI-APP]     (Signal=star_deAcquireDeviceReq DeviceName=SEPC40ACB4D535C

any advice please?

//Suresh Please rate all the useful posts.
New Member

UCCE Agents unable to login (ErrMsg:The request failed because a

Can you see this extension under jgw.
You just need run the command jdi Extension number.
This will show you association and validate this against all active CUCM JGW process, if there are multiple pguser.

UCCE Agents unable to login (ErrMsg:The request failed because a

It looks like something happens on CUCM and the Jtapi GW (on the peripheral gateway) is not receiving any more events for the device. In Jgw logs it clearly says that device is out of service

//Suresh Please rate all the useful posts.

UCCE Agents unable to login (ErrMsg:The request failed because a

Hi.

There's a workaround: try changing the DN of the phone, save it, change it back to the original one. This somehow kicks the JGW process to pay attention.

Had this problem earlier this year, Cisco TAC advised to install the latest patch on CUCM, did not help. This workaround is kind of lame, but it works.

G.

UCCE Agents unable to login (ErrMsg:The request failed because a

Hi, Tried this workaround but no change. issue still persists.

//Suresh Please rate all the useful posts.
New Member

Re: UCCE Agents unable to login (ErrMsg:The request failed becau

Hi Suresh,

Could you please cross verify once below steps and share the status ?

1) As you told few of the agents are facing the issue, so can you please cross check the CTIOS Side A and Side B IP Address and Port number configured in registry with working system.

2) Check the Hostfile entry with working system in the system drive (\Drivers\etc\hosts.txt) where you are facing the issue. If not,    Please update the hostfile with CTIOS server Hostname and IP Address accordingly.... and try to login with CTIOS Toolkit.

3) If still facing the issue troubleshoot with register only SideA once and SideB once in registry settings. ( It means your agent will login first with SideA and second time with SideB.) and check if you have any trouble in login via any of the side.

4) Also check that for which Peripheral Gateway (PG) your agents have been created.

Hope this is useful to resolve the issue.

Thanks & Regards,

Hardik B Kansara

New Member

Re: UCCE Agents unable to login (ErrMsg:The request failed becau

Is it possible to restart the JTAPI, CUCM PIM and CTI Manager service in CUCM once to troubleshoot this issue?

UCCE Agents unable to login (ErrMsg:The request failed because a

Hello All,

We had a TAC case opened for this issue and got thefeedback from them that it looks like internal CUCM issue and there was an issue for that device between CTI Registrar and CTI Managers.

-----snip-----

It looks like no CTIManager is subscribed for this device name; normally when CTIRegistrar receives:

352379076 |2013/08/30 11:31:48.752 |100 |SdlSig    |CtiDeviceRegisterNotifyWithLineInfo    |wait                           |CTIRegistrar(3,100,215,1)        |StationD(3,100,57,583433)

It does a lookup (based on devicename) to find all subscribed CTI managers and informs them with DeviceRegisterNotify. In this scenario it does not send to any CTIManager which points to either:
  - no CTI Manager subscribed
  - issue in CTIRegistrar process itself”

>> In the mean time, we had a planned upgrade of our CUCM server from 8.6.2a to 8.6.2aSU3 and it resolved the issue.

>> Now all the agents are successfully logged into CTI.

Thanks everyone for your help on this case. It is appreciated.

Regards

Suresh

//Suresh Please rate all the useful posts.
New Member

Re: UCCE Agents unable to login (ErrMsg:The request failed becau

Hi Suresh,

Thanks for the update.

Just for my information... have you got a chance to look mentioned above troubleshooting steps in my last post?

I hope you did ......

Because i also faced this same issue earlier...... during the troubleshooting i found something mismatch in IP Address and something wrong in hostfile. & after did some correction ( As per requirement to register the phone and to login into the CTI Toolkit ) and restarted the system. Its worked fine.

Because one thing you told that the issue is not for all agents , issue with few agents....... May be because of the some software installation or configuration issue at local system (PC) side as well............ And also try to login the same agent at different location (Desk) and see the observation.

And i am not saying that Cisco TAC analysis is wrong but ,..... just for my knowledge and as i faced the same issue.............

Thanks & Regards,

Hardik B Kansara

New Member

UCCE Agents unable to login (ErrMsg:The request failed because a

For those who are unable to fix this issue.

Try removing the device's MAC from jatapi user then save. reset the phone. Add the MAC in the jatapi user save and restart the phone. Works for me eveytime using icm 7.2.4 and CUCM 8.5.

let me know if this helps anyone.

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