"com.cisco.jtapi.PlatformExceptionImpl: Start monitoring failed" / "SERVOROPTNAVAILORIMPL" when startMonitor

[oscar.barrofet]

I am trying to start a silent monitoring with jtapi:

call2.startMonitor(provider.getTerminal(supervisorMAC),// monitor phone

provider.getAddress(supervisorDN),//monitor DN

tc,//monitor target TerminalConnection

CiscoCall.SILENT_MONITOR,

CiscoCall.PLAYTONE_BOTHLOCALANDREMOTE);

with phones CP-7940G    firmware: P0030801SR02 and call manager 9.1.2.12900-11 with SCCP, also tried SCCP and SIP for the supervisor with 6945

Cliente (1001): SEP001562789025 10.2.200.135

Agente(1002) :  SEP001F6C80B959 10.2.200.145

Supervisor(1005): SEP00156228A8D6 10.2.200.177      also model 6945

and I am getting the following exception

com.cisco.jtapi.PlatformExceptionImpl: Start monitoring failed.

  at com.cisco.jtapi.CallImpl.startMonitor(CallImpl.java:2820)

  at com.cisco.jtapi.CallImpl.startMonitor(CallImpl.java:2712)

And in the phone screen of th supervisor it digit the agent numbers but then the call is not established and appears the message: “Setup failed” (model 7940)  or “Unable to setup call” (model 6945)

I have checked that I have all the requisites in my CUCM configuration according to the following URL:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/8_0_2/ccmfeat/fsgd-802-cm/fsmr.html#wp1047595

Configuring Monitoring and Recording

•Turn on IP Phone BIB to Allow Monitoring or Recording OK

•Add User for Monitoring or Recording Application OK

•Add User to Groups That Allow Monitoring and Recording OK

•Configure Tones for Monitoring or Recording OK

•Configure Monitoring Calling Search Space OK

In CiscoJtapi10.log file there is the following:

CID=19746642]} CallStateChanged [ state=CONNECTED

startMonitor (SEP00156228A8D6, 1005 , 19746642, 1002, SEP001F6C80B959, 1 2

CID=19746643]} NewCall [ state=DIALTONE

CID=19746643]} CallStateChanged [ state=DIALING

CID=19746643]} CallStateChanged [ state=PROCEEDING (it seems the call  Supervisor(1005) towards Agent(1002) is ok.

CID=19746643]} CallStateChanged [ state=DISCONNECTED cause=SERVOROPTNAVAILORIMPL  (linea 3449)

...

494: feb 20 09:31:53.494 CET %JTAPI-PROTOCOL-7-UNK:(P1-10.2.200.20) received Response:

com.cisco.cti.protocol.LineCallStartMonitoringResponse {

  sequenceNumber = 49

result            = -1932787484

lineCallManagerID = 1

lineID            = 412

callManagerID     = 1

  callLegID = 19746643

  }

I decompiled jtapi.jar and and in linea 801 there is

public void startMonitor(CCNGlobalCallID globalCallID, String callingAddress, String moniotTargetAddress, String monitorTargetDevicename, int callLegID, int monitorMode, int playToneDirection)

    throws CCNException

  {

    receiveResponse(sendRequest(new LineCallStartMonitoringRequest(this.provider.getSequenceNumber(), this.handle.callManagerID, this.handle.lineID, globalCallID.callManagerID, globalCallID.callID, callingAddress, moniotTargetAddress, monitorTargetDevicename, callLegID, monitorMode, playToneDirection)), LineCallStartMonitoringResponse.class);

  }

so i checked also with the Real Time monitoring tool the logs in CUCM side but I couldn't find anything relevant.

02620: 16:24:46.069 |LogMessage UserID : administrator ClientAddress : 10.2.200.156 Severity : 5 EventType : UserRoleMembershipUpdate ResourceAccessed: CUCMAdmin EventStatus : Success CompulsoryEvent : No AuditCategory : AdministrativeEvent ComponentID : Cisco CUCM Administration AuditDetails : Application user usuarioJtapi added to usergroup Standard CTI Allow Call Monitoring App ID: Cisco Tomcat Cluster ID: Node ID: cucmbe9

37dda55cad73</fkdevice><labelascii></labelascii><tkringsetting_activepickupalert>0</tkringsetting_activepickupalert><tkstatus_audiblemwi>2</tkstatus_audiblemwi><tkringsetting_idlepickupalert>0</tkringsetting_idlepickupalert><tkringsetting_consecutive>0</tkringsetting_consecutive><speeddial>NULL</speeddial><fkrecordingprofile>NULL</fkrecordingprofile><maxnumcalls>4</maxnumcalls><busytrigger>2</busytrigger><numplanindex>1</numplanindex><displayascii></displayascii><label></label><fkcallingsearchspace_monitoring>8912f1bd-e3c8-a2fb-806c-30ec43781a82</fkcallingsearchspace_monitoring><logmissedcalls>t</logmissedcalls></new></msg>

--- Any other ideas will be mostly appreciated. I attach log and code

[mpotluri]

Can you check if Calling search space of supervisorDN contains the Monitoring Calling Search Space of the agent if it is not already done.

Attached JTAPI log results in a zero length file after unzipping. But I don't think we will have a lot of info in JTAPI log if the request is failing in CCM. You probably need to collect CallManager service logs from all nodes to see why it is failing.

Is this working with other phones?

[oscar.barrofet]

Thanks for your kind reply!

Yes, we did that already: we added a Monitoring Calling Search Space (cssAll) that allows calling to the Partition where the agent DN belongs to 1002(internas):

•Configure Monitoring Calling Search Space OK

Before doing that, the supervisor phone after digitting the number for the agent was giving the tone of call cannot be established and the java exception was: com.cisco.jtapi.InvalidPartyExceptionImpl: Invalid monitor destination.

Yes, we used Real Time monitoring tool to get all the logs, we only have one node.

No, we don't have yet other phones to try, as soon as we can try with other models I will post it here.