CTIOS Silent Monitor (COM CIL) : ERROR Illegal packet type (0)

We use CTIOS 10.0 and  we developed a CTI bar  based on “CTI Toolkit AgentDesktop” sample (CTI Toolkit Combo Desktop.NET)

We are now adding CTIOS Sielnt Monitor capabilities.

CTIOS based Silent monitoring is supported with the COM CIL. It is not currently supported with the .NET CIL.

We try to use the COM Cil and the Runtime Callable Wrappers (RCWs) to allow the monitoring of our CTI bar.

Currently supervisor can start a silent monitor session on an agent using our application.

But when the supervised agent picks up the call, supervisor get the folowing message :

"Silent Monitor session not started. the remote client is note responding

Verify that remote client is runing and has Silent Monitor capabilities"

In the SilentMonitor Service log of supervisor we can see the folowing message (one hundred times during 5-10 second) :

SilentMonitorService  Thd(1704)  CSMPacket::BuildFromSilentMonitorPayload() ERROR Illegal packet type (0)

and Next:

SilentMonitorService  Thd(5712)  CSMDecoderHeartbeatTimer::NotifySessionDisconnected(reason=5)

SilentMonitorService  Thd(5712)  MonitoringSession::OnNotify(monitoring:agent.5000.47483651:127.0.0.1:110): Notified of event 1342177301

SilentMonitorService  Thd(5712)  MonitoringSession(monitoring:agent.5000.47483651:127.0.0.1:110)::OnNotify(): sending event 1342177301 to client

SilentMonitorService  Thd(5712)  CSMDecoderHeartbeatTimer::RemoveSession(id=110)

In the agent log at the same time we have :

ACI.CTI.Bar  Thd(7424)  SMRemoteSniffer::HandleRTPStartedEvent(10.247.166.254)

ACI.CTI.Bar  Thd(7424)  SMRemoteSniffer::HandleRTPStartedEvent() - store IP address 10.247.166.254 for monitored device

ACI.CTI.Bar  Thd(7424)  SMRemoteSniffer::HandleRTPStartedEvent() - store IP port 18680 for monitored device

ACI.CTI.Bar  Thd(7424)  CCtiOsSession::OnEvent( eRTPStoppedEvent ), EnablementMask = ffffffff

ACI.CTI.Bar  Thd(7424)  CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:50342074 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:18680 Dir:0 AGExt:68376 AGID:47483651 AGInstr:68376 ConnDevID:68376 ClntAddr:10.247.166.254 UniqObjID:call.5000.50342074.68376 MsgID:eRTPStoppedEvent DvrKey:call.5000.50342074 ICMEntUniqID:icm.151740.106 DevUniqObjID:device.5000.68376)

ACI.CTI.Bar  Thd(7424)  CSilentMonitorManager::OnCallRTPStoppedEvent, (PrphID:5000 ConnCID:50342074 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:18680 Dir:0 AGExt:68376 AGID:47483651 AGInstr:68376 ConnDevID:68376 ClntAddr:10.247.166.254 UniqObjID:call.5000.50342074.68376 MsgID:eRTPStoppedEvent DvrKey:call.5000.50342074 EvtTyp:1 ICMEntUniqID:icm.151740.106 DevUniqObjID:device.5000.68376)

ACI.CTI.Bar  Thd(7424)  CSMSniffer::HandleRTPStoppedEvent()

ACI.CTI.Bar  Thd(7424)  CCtiOsSession::OnEvent( eRTPStoppedEvent ), EnablementMask = ffffffff

ACI.CTI.Bar  Thd(7424)  CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:50342074 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:27018 Dir:1 AGExt:68376 AGID:47483651 AGInstr:68376 ConnDevID:68376 ClntAddr:10.124.252.13 UniqObjID:call.5000.50342074.68376 MsgID:eRTPStoppedEvent DvrKey:call.5000.50342074 ICMEntUniqID:icm.151740.106 DevUniqObjID:device.5000.68376)

ACI.CTI.Bar  Thd(7424)  CSilentMonitorManager::OnCallRTPStoppedEvent, (PrphID:5000 ConnCID:50342074 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:27018 Dir:1 AGExt:68376 AGID:47483651 AGInstr:68376 ConnDevID:68376 ClntAddr:10.124.252.13 UniqObjID:call.5000.50342074.68376 MsgID:eRTPStoppedEvent DvrKey:call.5000.50342074 EvtTyp:1 ICMEntUniqID:icm.151740.106 DevUniqObjID:device.5000.68376)

ACI.CTI.Bar  Thd(7424)  CSMSniffer::HandleRTPStoppedEvent()

A very strange thing : If we do the same test using remote desktop connection between supervisor PC and Agent PC: Everything is working !

Obviously, we have no issue with the Cisco Agent Desktop

Please, could you help me to understand what is wrong ?

For information, the issue is the same with the "ctiosphone" sample (CTIOS Toolkit\Win32 CIL\Samples\ctiosphone)

Please, every suggestion could help me !

Check the installation of CTI OS Server if the Silent Monitor Type is set as "CallManager Based"/"Disable" insted "Enable".

Check the hosts, in some cases it should help.

Also, some phones do not allow for silent monitor.

Thank you for help,

I think CTI OS Server configuration is necessarily ok since it's works with official Cisco Agent Desktop with the same Phone and the same workstation.