JTAPI Connection Fails for Some Phones

Q.

Our software team using JTAPI for displaying customer info on ip phone screen as popup screen. The ip phones are assigned to application users on CUCM. The software team says some of the phones in the cluster fails when JTAPI connection is tried to them. They got null pointer exception on this line of code "provider.getTerminals()[j].getCallObservers()[0].toString()". When they check the logs they see this error lines below:

ERROR[23 Jan 2017 15:27:29]-terms:882 SEP00229004565D

ERROR[23 Jan 2017 15:27:29]-terms:883 SEP0021D8BB7143

ERROR[23 Jan 2017 15:27:29]-terms:884 SEP001B2A89D9B0

ERROR[23 Jan 2017 15:27:29]-observation ended hashmapsize:4

ERROR[23 Jan 2017 15:27:29]-terms:885 SEP0023EBC70FE6

ERROR[23 Jan 2017 15:27:29]-terms:886 SEP002304358F7D

ERROR[23 Jan 2017 15:27:29]-terms:887 SEP00260BD840C7

ERROR[23 Jan 2017 15:27:29]-terms:888 SEP88908D735510

ERROR[23 Jan 2017 15:27:29]-terms:889 SEP00260BD91E00 ERROR[23 Jan 2017 15:27:29]-callchangedevent hashmapsize:2 ERROR[23 Jan 2017 15:27:29]-SENDING:<CiscoIPPhoneExecute><ExecuteItem URL="HTTP_URL_TO_GET_CUSTOMER_INFO-115-100-128-7369173/6"/></CiscoIPPhoneExecute> to phone SEP0023EBC7555C

ERROR[23 Jan 2017 15:27:29]-callchangedevent hashmapsize:9

ERROR[23 Jan 2017 15:27:29]-terms:890 SEP0022555F5B5C

ERROR[23 Jan 2017 15:27:29]-com.cisco.jtapi.PlatformExceptionImpl: Terminal is restricted

ERROR[23 Jan 2017 15:27:29]-terminalsize 18:1806 ERROR[23 Jan 2017 15:27:29]-listenersize 18:37

They would like to know how to make the terminal unrestricted to solve the issue.  Can you please help on this?

A.

i'm just sharing my thoughts here on this, this might helpful for you.

Customer might used "CiscoTermRestrictedEv" on their JTAPI Application

Explanation on CiscoTermRestrictedEv: Public interface CiscoTermRestrictedEv extends CiscoRestrictedEv. Applications see this event when a device is added into restricted list from Cisco Unified Communications Manager Administration after the application launches. Applications cannot see events for restricted terminals or addresses on those terminals. If a terminal is restricted when it is in InService state, applications get this event and terminal and corresponding addresses move to the out-of-service state.

To recover from this issue they should use "CiscoTermActivatedEv" Returns the terminal that is activated and is removed from the restricted list.

Note : Please refer this JTAPI Developers guide which will help lot here http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/jtapi_dev/10_0_1/CUCM_BK_J5E7C8D4_00_jtapi-guide-100.pdf

Q.

How to check if the phone is added to restricted list from Cisco Unified Communications Manager Administration? Which config on CUCM causes this?

A

You can find one checkbox like "Allow CTI To Control.....", checked this checkbox to remove your device from restricted list. Same option you can find for DN also. Normally CUCM administrator keep this field unchecked.