No call info available for extension issue

[avc929868776276]

We are experiencing an intermittent issue with our IVR system where incoming calls are getting disconnected unexpectedly. The problem is inconsistent — out of 10 test calls made to the IVR, approximately 3 to 4 calls are getting disconnected during the call flow.

Upon investigation, we are seeing the following error message in the logs during the failed calls:
"No call info available for extension"
Key details of our setup:

• IVR Application Server: Apache Tomcat
• Tomcat Version: 9.0.107
• OD Version: 8.1.1
• JTAPI version 8.1.3.6
• JRE Version: 1.8.0_451
• AES version: 10.1.3.1
• Deployment: IVR application is deployed and running on the above Tomcat instance.

This issue is impacting user experience and service availability. We request your assistance in analyzing the root cause and guiding us with the necessary resolution steps.

[avc927298031238]

We are experiencing an intermittent issue with our IVR system where incoming calls are getting disconnected unexpectedly. The problem is inconsistent — out of 10 test calls made to the IVR, approximately 3 to 4 calls are getting disconnected during the call flow.

Upon investigation, we are seeing the following error message in the logs during the failed calls:
"No call info available for extension"
Key details of our setup:

• IVR Application Server: Apache Tomcat
• Tomcat Version: 9.0.107
• OD Version: 8.1.1
• JTAPI version 8.1.3.6
• JRE Version: 1.8.0_451
• AES version: 10.1.3.1
• Deployment: IVR application is deployed and running on the above Tomcat instance.

This issue is impacting user experience and service availability. We request your assistance in analyzing the root cause and guiding escape road with the necessary resolution steps.

It looks like the intermittent disconnections in your IVR are linked to the error: “No call info available for extension”. This usually indicates a problem in the communication between JTAPI and AES or the way the IVR application is retrieving call context.