| Problem Summary
| An exception was thrown by JTAPI for a call control request from Unified CCX like redirect, accept, answer, transfer etc.
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| Error Message
| CCNException printed in MIVR logs and JTAPI client traces
|
| Possible Cause
| The exception is thrown from JTAPI or CTI layer as the operation requested by Unified CCX could not be performed.
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| Recommended Action
|
- In most cases, the exception would be due to an issue in JTAPI or CTI layer.
- Find the error code for the exception from the MIVR logs and check the resolution for this cause code here: http://docwiki-dev.cisco.com/wiki/Troubleshooting_JTAPI_CCN_Exceptions.
Check if the resolution can fix the problem
- Enable and collect all the required traces as mentioned in: "Tracing" section of http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Cisco_Unified_Communications_Manager_Telephony_subsystem
- The issue can be directly escalated to IPCBU JTAPI team most of the times
For Example:
Exception during transfer completion
4682 70982379: Dec 21 10:13:42.789 CET %MIVR-SS_TEL-7-UNK:CallID:51909 MediaId:2483706/2 Task:49000069216, ConsultCallObserver RINGING
70982915: Dec 21 10:13:48.195 CET %MIVR-SS_TEL-7-UNK:CallID:51909 MediaId:2483706/2 Task:49000069216, Consult received Call TALKING, it's in correct state to transfer
70982919: Dec 21 10:13:48.195 CET %MIVR-SS_TEL-7-UNK:CallID:51909 MediaId:2483706/2 Task:49000069216, transfer(1404, consultCall)
70982921: Dec 21 10:13:48.211 CET %MIVR-SS_TEL-3-CONSULT_FAILED:Consult failed: All Call ids=CallID:51909 MediaId:2483706/2 Task:49000069216,Extension=1404,Exception=com.cisco.jtapi.PlatformExceptionImpl: Transfer failed. ,Failure reason=Transfer Violates Logical Partitioning Policy. Aborting CallCTIERR_TRANSFERFAILED=0x8ccc000e::Transfer failed (probable cause is one of the call legs was hung up or disconnected from the far end) - In this case the exception is self explanatory. If the exception or the reason is not so clear then escalate to IPCBU JTAPI team with all relevant logs
|
| Release
| Release 7.0(1) onwards
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| Associated CDETS #
| NA
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