Some day before I got an issue with ICM environment where Agents unable to log onto CTIOS services for CTI capability

Agents unable to login are very much knowing issue in ICM/IPCC scenarios, where most of the time logs will be clear and unable to find any issue. But still for isolation we require a PIM reset.

But on this case something different happened with me and my colleague (Gary)

Issue escalated and when we looked the logs and status we found; In Task manager excessive memory usage for CTIDriver service and CTIOS service on one or both peripheral gateways.

So did “Procmon” to CTI and check client heartbeats form the 2 CTIOSServer clients.  Typically one side will not have recent heartbeats (and increased memory use).

For Service restoration; memory and client checks indicate lost heartbeats between CTIOSServer and CTIServer re-start CTIOS services on the affected side.  It is sometimes necessary to do a full stop and re-start of both sides.

To do “PROCMON” test Initially do an “OPCtest” to find active side of CTI Server

Use:

PROCMON < cust custname > <cgnn> <ctisvr> (on the ACTIVE side of the CTI server pair)

In procmon use the clients command

>>>>clients /id CTIOSServer
 Session   Time  Ver Flags  ClientID         AgentID  AgentExt  Signature
 Host
     375  12 days 8   AUX   CTIOSServer                         CTIOSServer
  (10.247.98.22:4325)
    1003 41:34:38 8   AUX   CTIOSServer                         CTIOSServer
  (10.247.98.21:3592)
>>>>

Still in procmon, use the DClient command with the host ID for each CTIOS server instance, the last hear from should be within 20 seconds of the actual server time:

>>>>dclient 375

ClientCB:
    SessionID=375 Version=8 State= Services=0x16(AUX) ClientID=”CTIOSServer” Sig
nature=”CTIOSServer”
    HostName= HostAddress=10.247.98.22 HostPort=4325
    AgentExtension= AgentID= AgentInstrument=

 Associated Agents:
    AccociateAgentID=18002 AssociatePeriph=5057
    AccociateAgentID=16131 AssociatePeriph=5057
    AccociateAgentID=16140 AssociatePeriph=5057
    AccociateAgentID=16118 AssociatePeriph=5057
    AccociateAgentID=14293 AssociatePeriph=5057

SessionProtocol:
    m_State=sessionOpen   sm_SessionsNow=105
    m_ClientVersion=8   m_IdleTimeout=2147483647   m_InvokeID=0x6c26(27686)
    m_ServiceMask=0x16   m_CallMSGMask=0x1fffff   m_AgentStateMask=0x3ff
    m_PeripheralID=3080568   m_ClientID=”CTIOSServer”   m_ClientSignature=”CTIOS
Server”
    m_AgentID=””   m_AgentExtension=””   m_AgentInstrumentID=””
    m_RegisteredCallVars=0x3ff
    m_RegisteredVariables: NULL (all ECC variables)
    m_DeviceID=   m_WasOpened=True   m_ApplicationCloseSent=False
    m_CloseStatus=0(E_CTI_NO_ERROR)   m_LastHeardFrom=09:51:15

TransportProtocol:
    m_State=connectionOpen
    m_HostName=   m_HostAddress=10.247.98.22   m_HostPort=4325
    m_BytesSent=1913462143   m_BytesReceived=16035250
    m_ConnectionID=35682   m_ConnectionSocket=672
>>>>

Now might be you are thinking how to do “PROCMON” & “OPCtest” and also may want to know about the details of ICM Server Naming Conventions.

You will get those details in my NEXT POST

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