[cisco-voip] Berbee / CM 6.1 CTI issues

[Ryan Ratliff]

CTI heartbeats serve the same purpose as SCCP keepalives.  They are  
application level keepalives that are necessary for the application  
and CTI server to know that the other is still alive and working  
properly.

If you are seeing these errors on the CTI server then it means the  
server stopped getting heartbeat events from the application and is  
closing down that provider (and thus unregistering any devices that  
provider had registered).


-Ryan

On Jun 30, 2009, at 8:07 PM, Daniel wrote:

I'm very interested in this as we receive a few of these errors  
everyday. We have attendant console, ARC, and UCCX solutions around  
the place using CTI, as yet we have no real definite reason for these  
messages, we do not notice any issues though or no users complain  
about any issues.

Below is what our support provider advised.

%CCM_CTI-CTI-2-kCtiProviderCloseHeartbeatTimeout: CTI heartbeat  
timeout; provider closing.

This errors often occurred when client TAPI/JTAPI application such as  
attendant console closed unexpectedly. Also, the following bug may as  
well relate:

CSCsl36547 Bug Details
  CTI heartbeat timeout; provider closing
Symptom:
Alarm apear on CCM box - %%CCM_CTI-CTI-2-
kCtiProviderCloseHeartbeatTimeout: CTI heartbeat timeout; provider  
closing

Conditions:
When the Provider is not closed from a client PC before the PC is  
shutdown

Workaround:
Close the applications before shutting down client PC.
On TSP client PC, disable "Remote Access Connection Manager" service  
as this service opens a provider with CTI and it can not be stopped.

Regarding the other error, it appears that heartbeat sent from TSP  
client (AC) got lost on its way to the server. Issue might be caused  
by depleted resources on the AC PC (normally with in this case
you’d see AC functioning quietly slowly) or general network  
connectivity.

Please go through the event logs for more information on any  
unregistration events. Also, please check for any network latency. In  
the past cases, when no network connectivity issue, or local AC  
computer resource (CPU, memory, etc.) issue were found, rebooting the  
server resolved the issue.





On Wed, Jul 1, 2009 at 6:48 AM, Scott Voll <svoll.voip at gmail.com> wrote:
has anyone else seen this?

At Tue Jun 30 13:33:32 PDT 2009 on node 10.200.102.21, the following  
SyslogSeverityMatchFound events generated: SeverityMatch - Critical  
CTIManager: 9: Jun 30 20:33:00.934 UTC : %CCM_CTI-CTI-2- 
kCtiProviderCloseHeartbeatTimeout: CTI heartbeat timeout; provider  
closing. App ID:Cisco CTIManager Cluster ID:CMPUB-Cluster Node ID:CM2  
Process ID:JTAPI[210]@informacast Process ID:7923 Process  
Name:CtiHandler

I'm running Berbee IC 6.1 and CM 6.1.2.1106.  Reboots of CM cluster  
and Berbee have not resolved the issue.  reloading the JTAPI plugin  
on the IC server also have not helped.  Supports next step is  
reinstall Berbee IC.

Has anyone seen this problem or know what is the underlining cause.   
I'm getting these alerts multiple times a day.

TIA

Scott


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