Symposium+CTI+Tserver disconnects

[inetguru]

New to the forum with a new question...

We are currently run option 81c on succession 3.0 (fully patched), with Symposium 5.0 (fully patched?) and genysys CTI. We have been having problems with disconnects between the T-server and Symposium. All network connections have been verified, in fact the data was captured and sifted which showed that the Tserver or Symposium would stop responding... After looking at the event viewer on Symposium it shows that the MLSM service failed... sporadically it will also show the OAM service failing, the TFAR service failing... The service failures have not been consistent but the MLSM does fail repeatedly on most occasions.

Anyone have any clues or ideas as to why this keeps happening? Any help is extremely appreciated.

 

[atchuvely101]

In each of the servie you mentioned OAM, MLSM & TFA? there are various errors. Look at the detailed error in Symposium which might help you to pinpoint the cause. MLSM alone has about 40 different errors, if the errors are consistent each time you might be close to the root cause. Keep in mind MLSM uses the CLAN to communicate to your CTI.

MJ

 

[inetguru]

thanks for the prompt response...

when you say to look at the detailed error in symposium, is there somewhere else I can look besides the application and system logs off of the event viewer? The only information provided to me was from the group that handles the CTI (tserver) here is the output he sent...

.REG (queue_request) size:24, dn:4586, link:1.
.REG (reregister_timeout) re-sending req for 4306.
.REG (queue_request) size:25, dn:4306, link:1.
(tcp_except_handler) disconnected on socket [10]
.lv 1 [link-tcp]
(link_fail_actions) link 1
(link_stop) link [1] 'link-tcp' stop
(tcp_stop) closed on [10]
.c (link_mlink_close) link: 1
(ml_reset_dta_list)
.REG (registration_clear) link 1.
(send_event_link_disconnected)
[0] 7.0.205.01 send_to_all: message EventLinkDisconnected
CTI Link disconnected


FYI... the network portion has already been audited

 

[atchuvely101]

From symposium classic client you can look at the events around the time of MLSM failure and any errors around that event, below is an example of one of an MLSM event which points to the network. MLSM Event codes range from 49400-49441

Severity Major
Description MLSM failed to send data to a third-party application.
Impact The third-party application cannot communicate with the MLSM service.
Recovery Action (1) Use the ping command to make sure that the third-party application server is accessible on the network.
(2) Make sure that the third-party application is running.
(3) If the problem persists, note any error codes and messages. Contact your Customer Support Representative.

 

[inetguru]

ok guys... let me give you a little clarity... I am involved with other "groups" who have no idea how to manage or troubleshoot their own services and hardware. So I am going to have to backup a bit and ask a basic question.

Does the GVP, Tserver, Symposium need to be in the CLAN?

 

[yyrkroon]

The Symposium will be on the CLAN and ELAN, (2 NIC interface on SCCS). All other 3rd Party CTI Apps and CallPilot will communicate with the SCCS through the CLAN via the MLSM service.

 

[inetguru]

Okay well, in looking into this further it looks as though thi sis going to be isolated with either the T-server or the Genysys application. The MLSM service failing consistently whenever the T-server disconnects from Symposium is a good place to look. Question I have now is, what kind of stats will I receive...

atchuvely101 this question is for you... that output you gave earlier,

"Severity Major
Description MLSM failed to send data to a third-party application.
Impact The third-party application cannot communicate with the MLSM service.
Recovery Action (1) Use the ping command to make sure that the third-party application server is accessible on the network.
(2) Make sure that the third-party application is running.
(3) If the problem persists, note any error codes and messages. Contact your Customer Support Representative."

Is that what was cut and pasted from the Classic Client or from the defnition of the error code? Also, if it was from the third party application (i.e.CTI/Tserver) Where would be the next place (detail would be nice if possible) to pinpoint the problem or at least be able to get more information for diagnosis.

btw... I also thinking at the hardware level of the Tserver... It is on a HP AIX Server w/2NIC's... I'm trying to think if the IBM spec "etherchanneling" could be involved in this. The previous thread included the logs of the disconnect from the Tserver noting the CTI disconnect from Symposium.

one more thing... the data that is sent & received on the CLAN by the T-server's and GVP, what does it consist of besides ICMP and hearbeats? Is there a need to support Giants Frames?

 

[atchuvely101]

Sorry inetguru, if you are still having the problem..... the error code was from the SCCS classic client.

MJ

 

[mte0910]

inetguru

What version of Genesys (T-Server) are you using?
We are trying to migrate from a T-SRV 7.0 to 7.2 environment and are having VERY simular problems as you described. In our case, we could never operate more than three hours (or until heavy call volume) before we started lossing T-Server connectivity with all of the CTI driven applications.
Genesys is blaming our PBX, or Symposium, while vendor (BELL) states it's the T-Server.
Did you ever find a resolution?

 

[teekow]

Technical Bulletin number 2006006770 from Nortel details a specific issue with HP hardware when used with SCCS. It might not be exactly your problem, but the bulletin points to another bulletin from HP at:

http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?objectID=PSD_CO040408_CW01

It also says to update the NIC driver and disable APIPA. Again, this might not be exactly your problem, but it may point you in the right direction. Please post your results....

Hope this helps
Rob

 

[inetguru]

I am in need of assistance once again... Does anyone know what the MAS90 service is for? In addition the specific error we received was, The MAS Time Service terminated with service-specific error 41506