[cisco-voip] Berbee / CM 6.1 CTI issues

[Daniel]

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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>
>
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