CTI CommSessionMgr Crash - FATAL:Connection To Communication Server Is Lost - Avaya Driver (Doc ID 1681916.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.11 SIA [23030] and later
Information in this document applies to any platform.

Symptoms

In Siebel 8.1.1.11 it is expected that agents using Siebel CTI will be able to interact with customers over the telephone, while capturing data into, and providing data from, the Siebel application.

When using Siebel CTI in combination with Avaya 7.2.4, the action of a customer terminating a phone call results in the Avaya server, followed by the Siebel CommSessionMgr component crashing.

It is expected that normal phone interactions will not impact the successful running of Siebel.

The CommSessionMgr crash results in the following call stack:


Exception 0xc0000005 at 0x77d27090
Thread: 0x00002054, Process 0x000030e4

- CONTEXT -
EIP: 0x05ee7048, EFL: 0x00010206, FS: 0x00000053, GS: 0x0000002b
CS: 0x00000023, DS: 0x0000002b, SS: 0x0000002b, ES: 0x0000002b
EAX: 0x05830000, EBX: 0x0000fbb4, ECX: 0x007b0000, EDX: 0x00006f4a
ESI: 0x05fd63c0, EDI: 0x060f0000, EBP: 0x00000000, ESP: 0x070ff6f8

- CALL STACK -
ntdll +0x37090 = LdrUnlockLoaderLock() +0x424
ntdll +0x38c18 = RtlIntegerToUnicodeString() +0xfb
ntdll +0x32da9 = RtlInitializeCriticalSection() +0x11f
ntdll +0x334a2 = RtlImageNtHeader() +0x30e
kernel32 +0x114ad = HeapFree() +0x14
MSVCR80 +0x4c39 = free() +0xcd
mttoolkit +0x7048 = MTTToolkit::cl_thing() +0x118


In the module list can be found:

05ee0000-05f1d000: I:\Avaya\IC72\bin\mttoolkit.dll, 7.2.4.33

 

The MTTOOLKIT is an Avaya driver library.

 

Cause

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