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Support Article

CTI link - Test connectivity failing

SA-14143

Summary



Spain ctilink engine is not able to connect to CISC hosts.


Error Messages



Pega.ChannelServicesException

PegaCTI Log:


2015-09-04 13:27:08,908 [nk-ACD-SocketHandler] (    ciscoicm.cti.SocketHandler) INFO  SocketHandlerBase.run|SessID=ctilink_CISCO|SocketHandlerBase.readMessage|SessID=ctilink_CISCO|SocketHandlerBase.createMessage|SessID=ctilink_CISCO  - Received a Generic failure message [FAILURE_EVENT].
2015-09-04 13:27:08,909 [nk-ACD-SocketHandler] (    ciscoicm.cti.SocketHandler) ERROR SocketHandlerBase.run|SessID=ctilink_CISCO|SocketHandlerBase.readMessage|SessID=ctilink_CISCO  - IOException while waiting for the next message.  Exception [null]
2015-09-04 13:27:08,909 [nk-ACD-SocketHandler] (    ciscoicm.cti.SocketHandler) INFO  SocketHandlerBase.run|SessID=ctilink_CISCO|SocketHandlerBase.readMessage|SessID=ctilink_CISCO  - The Client socket connection from [cisco.pgA.ohost.com] port [42027] has been closed while waiting for a new message
2015-09-04 13:27:08,909 [nk-ACD-SocketHandler] (  ciscoicm.cti.CiscoCTISession) INFO  SocketHandlerBase.run|SessID=ctilink_CISCO|CiscoCTISession.socketDisconnected  - Session: ctilink_CISCO The socket connection from the CTI Server has been closed.
2015-09-04 13:27:08,909 [ACD-MessageProcessor] (scoicm.cti.SessionEventHandler) ERROR SocketHandlerBase.MessageProcessor.run|SessID=ctilink_CISCO|SessionEventHandler.onEvent|SessID=ctilink_CISCO|SessionEventHandler.handleFailureEvent|SessID=ctilink_CISCO sbhoj - Failure Event Message recieved. Failure status [16]
2015-09-04 13:27:08,909 [  WebContainer : 115] (  ciscoicm.cti.CiscoCTISession) ERROR another.url.corp|another.ip.address.corp|CiscoCTISession.open|SessID=ctilink_CISCO-1567|CiscoCTISession.connect|SessID=ctilink_CISCO|CiscoCTISession.connectToCTIServer|SessID=ctilink_CISCO  - Failed to connect to the CTI server.  Failure Code [The CTI Server failed to respond to a request message within the time-out period.]
2015-09-04 13:27:08,909 [  WebContainer : 115] (  ciscoicm.cti.CiscoCTISession) ERROR another.url.corp|another.ip.address.corp|CiscoCTISession.open|SessID=ctilink_CISCO-1567|CiscoCTISession.connect|SessID=ctilink_CISCO|CiscoCTISession.connectToCTIServer|SessID=ctilink_CISCO  - Timed out waiting for the Open confirmation message.  This is a failure condition.  Shutting down the socket to the CTI Server.
2015-09-04 13:27:08,909 [  WebContainer : 115] (  ciscoicm.cti.CiscoCTISession) INFO  another.url.corp|another.ip.address.corp|CiscoCTISession.open|SessID=ctilink_CISCO-1567|CiscoCTISession.connect|SessID=ctilink_CISCO  - Failed to connect to the primary CTIServer.  Trying the backup CTIServer.
2015-09-04 13:27:09,183 [  WebContainer : 115] (  ciscoicm.cti.SocketConnector) ERROR another.url.corp|another.ip.address.corp|CiscoCTISession.open|SessID=ctilink_CISCO-1567|CiscoCTISession.connect|SessID=ctilink_CISCO|CiscoCTISession.connectToCTIServer|SessID=ctilink_CISCO|SocketConnector.run|SessID=ctilink_CISCO|SocketConnector.createSocketConnection|SessID=ctilink_CISCO  - IOException while starting up the socket to the CTI Server at host [cisco.pg.ohost.com] port [43027]
java.net.ConnectException: Connection refused

CISCO Log:

17:26:38 cg111A-ctisvr Trace: CSTA_CALL_CLEARED - callID=13353.(s)  localConnectionInfo(-1)=CS_NONE cause=-1 
17:26:39 cg111A-ctisvr Trace: SessionProtocol::ProcessInputMessage - Invalid version 14 
17:26:39 cg111A-ctisvr Invalid Enterprise CTI message received from session 443 (new client at (app.server.ip.address:port)), type OPEN_REQ, error E_CTI_UNSPECIFIED_FAILURE, field (unknown).
 

Steps to Reproduce



1. Test connectivity on new CTi link is giving failure message "Pega.ChannelServicesException".
2. Start up the ctilink engine and observe that it is unable to connect to primary and failover hosts. 

 


Root Cause



Inconsistent ICM versions in use through out the infrastructure. ICM 7x was being used for the SPAIN instance and requires protocol 10, not 14.

Resolution


Perform the local-change steps:

1. Modify the ctilink engine rule form to use the proper protocol version for ICM 7x.  
2. Change from protocol 14 to 10. 
Suggest Edit

Published November 10, 2015 - Updated October 8, 2020

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