CSM Crash invoking Avaya GetEDUData Device Command (Doc ID 1549381.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version 8.1.1.5 [21229] and later
Information in this document applies to any platform.

Symptoms

The customer was running CTI in Siebel 8.1.1.x with the Avaya 7.2.5 driver. They were seeing the Communication Session Manager crash on both Inbound and Outbound calls.

On the "SiebelDriverEventName = OnCallConnect" an "Event Response" was invoked that looked as follows:

[EventHandler:tBoundCallFromEverwhere]
 Filter.FromEveryWhere = "YES"
 DeviceEvent = "OnCallConnect"
 Response = "OutBoundCallfromEveryWhere"
 Order = "19"

 [EventResponse:OutBoundCallfromEveryWhere]
  AddBusComp = "Action"
  AddBusObj = "Action"
  AddField.'Customer Unknown Flag' = "Y"
  AddField.Category = "Interactie"
  AddField.Status = "Gereed"
  AddField.Type = "Telefoongesprek - uitgaand"
  Command = "Get EDU Data Voice"
  Log = "NoMatchLog"

This EventResponse invoked the command "Get EDU Data Voice", which looked as follows:

[Command:Get EDU Data Voice]
 DeviceCommand = "GetEDUData"
 Hidden = "TRUE"
 CmdData = "Get EDU Data Voice"

 [CmdData:Get EDU Data Voice]
  Param.Container = ""


It appeared that the crash occurred on the GetEDUData command. The .FDR file looked as follows:

173 1362659882 19 Fdr_CSMS Communications Session Manager Server FdrSub_CSMS_CSMS Communicaitons Session Server 13447672 0 InvokeMethod
174 1362659882 19 Fdr_CSS Communications Server Service FdrSub_CSS_CMM Communications Channel Manager 40508896 0 InvokeMethod InvokeCommand
175 1362659882 19 Fdr_CSS Communications Server Service FdrSub_CSS_CMM Communications Channel Manager 40508896 0 InvokeCommand GetEDUData
176 1362659882 19 Fdr_CSS Communications Server Service FdrSub_CSS_CMM_SCAPI Interfacing With Channel Driver(SCAPI) 41404552 0 InvokeCommand GetEDUData
179 1362659882 19 Fdr_FDR Fdr Internal FdrSub_FDR_CRASH ** CRASHING THREAD ** 0 0


And the Scomm log file:

SALES009_67108886[03/07/2013 13:39:12]:FATAL:Connection to Communication Server is lost.
SALES009_67108886[03/07/2013 13:39:12]:FATAL:Failed to submit SRM request(InvokeCommand) to server, or Comm. Session Manager failed on processing request, ccfErrCode(3735613, input-args={
DataSet = 2#29#2#13#SiebelViewBmk9#Container7#2#1# 0#
DeviceCommand = GetEDUData


And the crash output:

002318c8 __1c2n6FI_pv_ (38, 140000, a4, fdd16b50, 0, 800) + 8
fef08a80 __1cQSisParamValueGet6FillnMENUMscfLevel_rnKscfDataVal_pnJsisCfgObj__i_ (1ca, 2070026a, 42, 4, f74ee5f0, 0) + 120
0020ec70 __1cNLogTaskParams6Flii_i_ (f74ee5f0, f74ee618, c, 26e4dc, fdc71564, febe2d94) + 730
0021033c __1cLSmiEndTrace6Fli_v_ (42, 0, 0, 2070026a, 6e35894, 800) + 5c
0021c15c __1cKSmiRequestLTaskCleanup6MinJ_sciState__v_ (6e72a58, 0, 7, 400, 6e72b00, 326d08) + 1c
0021b868 __1cKSmiRequestOProcessRequest6MlpnOSrmSisConnHndl_pnQCSSSISRequestMsg_LpCI_i_ (6e72a58, 0, 6c6dfc8, 0, 400, 400) + 808
00220240 __1cP_ProcessRequest6FpnNsmiMainThread_pnO_smiBatchQdDItem_l_i_ (400, 6cfa9c8, 20700010, 6e72a58, f74ef590, 3bec4) + 260

Cause

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