Field Notice: FN - 62435 - Cisco Customer Voice Portal (CVP) - CVP Voice Browser may Encounter a Memory Exception Resulting in Out of Service Condition - Patch Required

May 23, 2006

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

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Products Affected

CVP VOICE BROWSER - 3.0

ISN Voice Browser - 2.1.0

Problem Description

The CVP Voice Browser may encounter a memory exception, go out of service and stop taking calls. It must then be manually restarted to get it back into service.

Background

Some customers running ISN 2.1 or CVP 3.0 were reporting that their ISN/CVP Voice Browser would go out of service and need to be manually restarted.

Problem Symptoms

The ISN/CVP Voice Browser will go out of service and stop taking calls. The Voice Browser log will display the message: ERROR INTERNAL: H323CallMgr::radRun: EXCEPTION

Workaround/Solution

There were two items changed to fix the problem. First, the code causing the memory exception was corrected. Second, in the event that the Voice Browser does fault or crash, it will print complete details of the fault to file C:\Cisco\ISN\VoiceBrowser\EXCEPTION_ and then automatically restart itself after thirty minutes. Thirty minutes was chosen since it allows calls which may be transferred to agents to complete normally. This value can be changed using the VBAdmin command SetVBRestartTimer .

Product	Version	Tested (Y/I)	Components Tested (All or Specific)
Cisco Customer Voice Portal (CVP)	CVP 3.0 SR1 ES2	Y	VoiceBrowser
Cisco Internet Service Node (ISN)	ISN 2.1 Hotfix 27	Y	VoiceBrowser

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS	Description
CSCsb74722 (registered customers only)	VB Goes OOS with ERROR INTERNAL: H323CallMgr::radRun: EXCEPTION

Additional Information

If you are a registered Cisco.com user, and running CVP 3.0 SR1, you can find the latest patch for CSCsb74722 by using the Bug Toolkit.

To access Bug Toolkit, you need:

1. Internet Connection

2. Web Browser

3. Cisco.com user ID and password

To use Bug Toolkit, follow these steps:

1. Go to the Bug Toolkit (registered customers only) .

2. Log on with your Cisco.com user ID and password

3. Click the Launch Bug Toolkit hyperlink

4. Enter the ID number in the Enter known bug ID: field

5. Click Search

If you are a registered Cisco.com user and running ISN 2.1 prior to Hotfix 27, you can find the latest patch for CSCsb74722 at the Cisco Internet Service Node 2.1 Software Download Page (registered customers only)

Revision History

Revision	Date	Comment
1.0	23-May-2006	Initial Public Release

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For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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