Getting 'No call info available for extension...' in IVR logs

[avc872017789852]

We are experiencing exceptional calls while getting "No call info available for extension" in IVR. After that one error processing request called and getting 'Error loading PluggableConnectorInitialize class'. Below snap for reference:



Please help us to sort out this and how we can rectify this issue.

[avc874213218064]

Getting below errors:

event="error.runtime.com.avaya.sce.runtimecommon.S CERuntimeException" message="Error processing request, com.avaya.sce.runtimecommon.SCERuntimeException: Error loading PluggableConnectorInitialize class com.avaya.sce.runtime.connectivity.cti.pdc.CTIConn ectorInit for initialVariablesPosted com.avaya.sce.runtimecommon.SCERuntimeException: Error Executing CTI Commandcom.avaya.sce.runtimecommon.SCERuntimeExcep tion: CallInfo.doGetCallInfoInitialCall: No call info available for extension

Exception Message :: Error processing request, com.avaya.sce.runtimecommon.SCERuntimeException: Error loading PluggableConnectorInitialize class com.avaya.sce.runtime.connectivity.cti.pdc.CTIConn ectorInit for initialVariablesPosted com.avaya.sce.runtimecommon.SCERuntimeException: Error Executing CTI Commandcom.avaya.sce.runtimecommon.SCERuntimeExcep tion: CallInfo.doGetCallInfoInitialCall: No call info available for extension

[yangh]

This typically indicates an error that AESConnector didn't receive events from JTAPI client in time. If you're using latest OD and OD Runtime environment, the JTAPI client ported by default, 8.1.3.5.0.8, has known defects. https://support.avaya.com/css/public/documents/101088763

You'll need to ensure JTAPI client 8.1.3.6.0.8 is used to replace the default JTAPI client 8.1.3.5.0.8.

You may also want to add tsDevicePerformanceOptimization=true to your TSAPI.pro file to further improve the JTAPI client efficiency to avoid multiple unnecessary queries sent to AES (refer AES-28240 in the latest AES release note)

Please note: the JTAPI client 8.1.3.6.0.8 also has a defect on its logging - when the debug level log is set to 0, it writes everything to default console - that means the catalina.out of the Tomcat hosting your AESConnector, in this scenario. So we should always set log level to 1 or higher if we do want to set the log level explicitly.