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Unable to get RTP events for SIP phones from CTIOS Server.

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Unable to get RTP events for SIP phones from CTIOS Server.
Answer
12/15/08 6:31 PM
Hi, This is Santosh.

I am from Knoahsoft Technologies (development partner of Cisco).

We have few queries in the deployment environment of agents sitting on the SIP profile configured Cisco IP Phones and logged in on CTIOS Agent Desktop app.

We have a requirement of providing call recording solution for the SIP profile agent by retrieving CTIOS events from CTIOS server. We were successfull doing it with SCCP profile agents.

Want to know whether the same is a supported deployment environment or not?

If yes, Kindly answer my query,

We are not getting the RTP events from CTIOS Server for SIP profile agents but for SCCP (7940) phones we are getting it but not for SIP (7941) phones.

FYI, these are 7941 BIB and Monitoring CCS enabled SIP phones. And we have checked the SCCP with 7940 model and 7941 model, for which we are receiving all the events but not for this config model phones. In our environment we have ICM v7.2 with UCM v6.1. If any information is required to answer our query please let us know.

Do we need to check for any specific messages from the server in this case to encounter the RTP events?
How can we handle to get these events?
What is the workaround to accomplish this? Waiting for your response.

Regards,
Santosh
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Re: Unable to get RTP events for SIP phones from CTIOS Server.
Answer
12/18/08 8:59 PM as a reply to Virinchi Garimella.
Let me see if I understand correctly. You indicate you do not get RTP
events for 7941 SIP phones but you do get them for 7940 (SCCP) phones.

In a TAC SR 609371999 you opened in August, you indicated that you did
not receive this info on these same phones using CTIOS 6.0 and CM ?.

You indicated this issue was resolved by Callmanager configuration
issue.

I suggest you open a TAC case. This would again appear to be a
Callmanager Configuration issue if you are receiving call events just
not RTP events. It is not a CTIOS API issue.

David
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RE: Re: Unable to get RTP events for SIP phones from CTIOS Server.
Answer
3/5/09 11:36 AM as a reply to David Lender.
Hi David,
 
Let me explain the issue once again. When I was calling between two sip phones using agent desktop or hard phones seeing RTP event for only one agent but not for two agents. If I put any agent on hold and after resume able to get RTP for both agents. This is happening for first call by using sip phones. For sccp phones no problem in getting RTP event. Here you can see the attached log file for your clarification.

Sunitha.
Attachments:
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RE: New Message from Virinchi Garimella in Computer Telephony Integration O
Answer
3/5/09 10:01 PM as a reply to Virinchi Garimella.
Sunitha, I see from your log that you only get 1 RTP event for Agentid
40001 until you retreive, then you receive events for 40003 and 40001.

Make Call then

03/05/09 11:03:49.160 1740 CTIOSSoftphone Thd( 488)
CCtiOsSession:emoticonnEvent, (PeripheralID:5002 ConnectionCallID:17193560
ConnectionDeviceIDType:0 MonitorID:0 ClientPort:28336 Direction:1
RTPType:0
BitRate:0 EchoCancellation:1 PacketSize:20 PayloadType:11
AgentExtension:30103 AgentID:40001 AgentInstrument:30103
ConnectionDeviceID:30103 ClientAddress:10.2.85.213
UniqueObjectID:call.5002.17193560.30103 MessageID:eRTPStartedEvent
DriverKey:call.5002.17193560 DeviceUniqueObjectID:device.5002.30103)

Hold Call then

03/05/09 11:04:39.077 1740 CTIOSSoftphone Thd( 488)
CCtiOsSession:emoticonnEvent, (PeripheralID:5002 ConnectionCallID:17193560
ConnectionDeviceIDType:0 MonitorID:0 ClientPort:21654 Direction:0
AgentExtension:30103 AgentID:40001 AgentInstrument:30103
ConnectionDeviceID:30103 ClientAddress:10.2.85.192
UniqueObjectID:call.5002.17193560.30103 MessageID:eRTPStoppedEvent
DriverKey:call.5002.17193560 DeviceUniqueObjectID:device.5002.30103)

Retreive

03/05/09 11:04:40.296 1740 CTIOSSoftphone Thd( 488)
CCtiOsSession:emoticonnEvent, (PeripheralID:5002 ConnectionCallID:17193560
ConnectionDeviceIDType:0 MonitorID:0 ClientPort:21654 Direction:0
RTPType:0
BitRate:1 EchoCancellation:1 PacketSize:20 PayloadType:11
AgentExtension:30103 AgentID:40001 AgentInstrument:30103
ConnectionDeviceID:30103 ClientAddress:10.2.85.192
UniqueObjectID:call.5002.17193560.30103 MessageID:eRTPStartedEvent
DriverKey:call.5002.17193560 DeviceUniqueObjectID:device.5002.30103)

03/05/09 11:04:43.345 1740 CTIOSSoftphone Thd( 488)
CCtiOsSession:emoticonnEvent, (PeripheralID:5002 ConnectionCallID:17193560
ConnectionDeviceIDType:0 MonitorID:0 ClientPort:28336 Direction:1
RTPType:0
BitRate:0 EchoCancellation:1 PacketSize:20 PayloadType:11
AgentExtension:30103 AgentID:40001 AgentInstrument:30103
ConnectionDeviceID:30103 ClientAddress:10.2.85.213
UniqueObjectID:call.5002.17193560.30103 MessageID:eRTPStartedEvent
DriverKey:call.5002.17193560 DeviceUniqueObjectID:device.5002.30103)

03/05/09 11:04:43.345 2680 CTIOSSoftphone Thd(1184)
CCtiOsSession:emoticonnEvent, (PeripheralID:5002 ConnectionCallID:17193560
ConnectionDeviceIDType:0 MonitorID:0 ClientPort:21654 Direction:1
RTPType:0
BitRate:0 EchoCancellation:1 PacketSize:20 PayloadType:11
AgentExtension:30101 AgentID:40003 AgentInstrument:30101
ConnectionDeviceID:30101 ClientAddress:10.2.85.192
UniqueObjectID:call.5002.17193560.30101 MessageID:eRTPStartedEvent
DriverKey:call.5002.17193560 DeviceUniqueObjectID:device.5002.30101)

03/05/09 11:04:43.345 2680 CTIOSSoftphone Thd(1184)
CCtiOsSession:emoticonnEvent, (PeripheralID:5002 ConnectionCallID:17193560
ConnectionDeviceIDType:0 MonitorID:0 ClientPort:28336 Direction:0
RTPType:0
BitRate:1 EchoCancellation:1 PacketSize:20 PayloadType:11
AgentExtension:30101 AgentID:40003 AgentInstrument:30101
ConnectionDeviceID:30101 ClientAddress:10.2.85.213
UniqueObjectID:call.5002.17193560.30101 MessageID:eRTPStartedEvent
DriverKey:call.5002.17193560 DeviceUniqueObjectID:device.5002.30101)

03/05/09 11:04:43.345 1740 CTIOSSoftphone Thd( 488)
CCtiOsSession:emoticonnEvent, (PeripheralID:5002 ConnectionCallID:17193560
ConnectionDeviceIDType:0 MonitorID:0 ClientPort:21654 Direction:0
RTPType:0
BitRate:1 EchoCancellation:1 PacketSize:20 PayloadType:11
AgentExtension:30103 AgentID:40001 AgentInstrument:30103
ConnectionDeviceID:30103 ClientAddress:10.2.85.192
UniqueObjectID:call.5002.17193560.30103 MessageID:eRTPStartedEvent
DriverKey:call.5002.17193560 DeviceUniqueObjectID:device.5002.30103)


Are you able to duplicate this scenario using the out of the box CTIOS
Agent Desktop? If so, please open a TAC Service Request and provide
full set of Server and Client logs (PIM, OPC, CTIOS, CTI Server, and Cil
CLient) as well as the version(s) of UCCE and CTIOS Software you are
using.

If you are unable to duplicate this using the out of box CTIOS Agent
Desktop please open a SR using your Developer Services subscription and
provide the same logs and info.

Thanks.
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RE: New Message from Virinchi Garimella in Computer Telephony Integration O
Answer
3/10/09 9:11 AM as a reply to David Lender.
Hi David,
 
With out CTIOS Agent desktop I am able to make calls using sip phones. With CTIOS desktop only I am getting problem. And this is for first two calls only. After second call I am able to get RTP for two agents.
 
Thanks,
Sunitha.
 
 
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RE: New Message from Virinchi Garimella in Computer Telephony Integration O
Answer
3/10/09 6:28 PM as a reply to Virinchi Garimella.
Please use your DS contract to open a Service Request to report this
issue.
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