Cisco Unified Communications Manager (CallManager)

Document ID: 70226

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Related Information

Introduction

This document describes why the Cisco CallManager user receives the error message Error: kCtiProviderOpenFailure - CTI application failed to open provider after the Active Directory (AD) integration plug-in is installed on the Cisco CallManager server. This document also provides a resolution for this issue.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco CallManager Attendant Console

Components Used

The information in this document is based on Cisco CallManager 3.3 and later.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

After the AD integration plug-in is installed on the Cisco CallManager server, this error message appears in the event viewer:

Error: kCtiProviderOpenFailure - CTI application failed to open provider
  CTIconnectionId: 1
  Login User Id: ac
  UNKNOWN_PARAMNAME:ReasonCode: 2362179680
  IPAddress: 10.20.2.1
  App ID: Cisco CTIManager
  Cluster ID: ZLDNCM01-Cluster
  Node ID: 10.20.2.1
  Explanation: Application is unable to open provider.
  Recommended Action: Check the reason code and correct the problem. Restart CTIManager 
  if problem persists..

This error message occurs if you have a Computer Telephony Integration (CTI) application and ac user created, and it cannot authenticate or connect to the CTI. This indicates that the Telephony Call Dispatcher (TCD) service is not able to connect to the CTI because of a login failure. Either the user ID or password provided by TCD does not match the credentials in the directory.

Solution

Complete these steps to resolve the issue:

1. Choose Service > Cisco CM Attendant Console > Cisco CM Attendant Console User in the Cisco CallManager Administration Window to check your AD to see if there is one user named ac.

   

2. Click Find after you specify the appropriate search text (if applicable) from the drop-down list.

   

3. If you find the user named ac, make sure that the password for this ac user is 12345. If not, use the acconfig.Bat utility to reset the password.

4. Restart the CTI Manager and TCD services.

   Refer to Activating the Cisco Telephony Call Dispatcher Service and Activating the CTIManager Service for more information.

5. If you do not see any user with the name ac, you must configure one user named ac and associate the attendant phones and the pilot points with the user.

   If you do not configure this user, the Attendant Console cannot interact with CTIManager, and the attendant cannot receive calls. Refer to the Cisco CallManager Attendant Console Configuration Checklist for more information. Select User > Add a New User in the Cisco CallManager Administration window to create the ac user.

   Configure these values for the ac user:

   • First Name—Attendant

   • Last Name—Console

   • User id—ac

   • Password—12345

   • Pin—12345

   • Enable CTI Application Use—(Make sure it is checked)

   • Call Park Retrieval Allowed—(Make sure it is checked)

   

   Note: Make sure that the user ID (ac) is in lower case. The password must be 12345.

   Refer to Configuring the ac User for more information.

   Note: Another common cause in this scenario is that the ac user or the CTI Framework (CTIFW) is not configured with a valid password in the directory. Cisco WebAttendant uses a special user that is not visible from the Cisco CallManager Administration (cn=CTI Framework and mail=ctifw (Netscape) or SAMAccountName=ctifw (AD)) to authenticate with the Cisco CallManager. If you specify a user search attribute other than the default when you configure the plug-in, make sure that you set the value for the attribute for the CTIFW user to ctifw. If you specify uid as your user search attribute, edit the CTIFW user entry in your directory by setting it to uid=ctifw. If you use WebAttendant, refer to Integrating Cisco WebAttendant with the Corporate Directory Service.

   Note: If you receive the same error message with the reason code -1932787616, complete these steps in order to resolve the issue:

   1. Reset the CCMSysUser password using CCMPWDChanger. In order to do this, refer to the procedure in Enabling Cisco IP Services After Directory Integration on the Publisher Database Server.

   2. Restart the TFTP, TomCAT, and CTIManager services on the Cisco CallManager server.

   3. Make sure that the CCMSysUser account is not locked out in Active Directory. If locked out, unlock the account in order to resolve the issue.

If the reason code for the error kCtiProviderOpenFailure is -1932787613, it is recommended that you check the replication with DBLHelper. Also check if servers still exist in the CallManager database even if they are removed from the cluster. If any entry of a removed server exists, you need to remove the entry to resolve the issue.

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Related Information

• System Error Messages for Cisco Unified CallManager 4.1
• Cisco CallManager Attendant Console Configuration
• Cisco CallManager Attendant Console
• Voice Technology Support
• Voice and IP Communications Product Support
• Recommended Reading: Troubleshooting Cisco IP Telephony
• Technical Support & Documentation - Cisco Systems