Dialog Designer 5.0 CTI Blind Transfer issue

Doc ID    SOLN213523
Version:    1.0
Status:    Published
Published date:    20 Nov 2012
Author:   
fgaucher
 

Details

Voice Portal 5.1 SP2

Dialog Designer 5.0.14   /    Jtapi: 4.2.1 Build 338

App server: Apache Tomcat 6.0.18

AES server: r4-0-1-bld-51-0
CM: R014x.00.1.731.2 SA8874 enabled

 

Problem Clarification

 Sometimes during one day there are about 100-200 unsuccessful CTI blind transfer, then during the next one or two weeks all transfers are successful.

The system is not overloaded and errors occur also at night when the number of calls is less then 10.

The issue is not linked to the call volume.
 
Below information are from CTI Connector log:
 
18/10/2012 10:18:11 DEBUG - Hold.doHold:7596 putting on hold ext:7596
18/10/2012 10:18:11 DEBUG - CTICallObserver.addApplicationObserver: adding an app observer to extension:7596
18/10/2012 10:18:11 DEBUG - Hold.doHold 7596: Placing terminal connection 0 on hold...
18/10/2012 10:18:11 DEBUG - Hold.doHold 7596: Waiting....  
18/10/2012 10:18:11 ERROR - Hold.doHold 7596: error:holdCall failure
18/10/2012 10:18:11 DEBUG - CTICallObserver.removeApplicationObserver: removing an app observer from extension:7596

 

Cause

We have noticed that for each failure the hold request made by Jtapi has the devIDType set to dynamicId when for successful transfer request devIDType is set to staticId.

Below information are extracted from tsapi trace.
 
Failed hold message request :
10/18/2012 10:18:12.552:TSAPI:Thread 0x945debb0: Message:
10/18/2012 10:18:12.552:TSAPI:Thread 0x945debb0: value CSTAHoldCall ::=
10/18/2012 10:18:12.552:TSAPI:Thread 0x945debb0: {
10/18/2012 10:18:12.552:TSAPI:Thread 0x945debb0:   activeCall
10/18/2012 10:18:12.552:TSAPI:Thread 0x945debb0:   {
10/18/2012 10:18:12.552:TSAPI:Thread 0x945debb0:     callID 11592,
10/18/2012 10:18:12.553:TSAPI:Thread 0x945debb0:     deviceID "7596",
10/18/2012 10:18:12.553:TSAPI:Thread 0x945debb0:     devIDType dynamicId
10/18/2012 10:18:12.553:TSAPI:Thread 0x945debb0:   },
10/18/2012 10:18:12.553:TSAPI:Thread 0x945debb0:   reservation FALSE
10/18/2012 10:18:12.553:TSAPI:Thread 0x945debb0: }
10/18/2012 10:18:12.553:TSAPI:Thread 0x945debb0:
10/18/2012 10:18:12.554:TSAPI:Thread 0x977e3bb0: TSERVER Src: DRVR
10/18/2012 10:18:12.554:TSAPI:Thread 0x977e3bb0: Login: AVPuser App Name: Jtapi Client SessionID: 1700 Transport ID: 172.16.1.125
10/18/2012 10:18:12.554:TSAPI:Thread 0x977e3bb0: InvokeID: 275079
10/18/2012 10:18:12.554:TSAPI:Thread 0x977e3bb0: Driver: AVAYA#CLAN1#CSTA#AES
10/18/2012 10:18:12.554:TSAPI:Thread 0x977e3bb0: Message:
10/18/2012 10:18:12.554:TSAPI:Thread 0x977e3bb0: value UniversalFailureConfEvent ::=
10/18/2012 10:18:12.554:TSAPI:Thread 0x977e3bb0: {
10/18/2012 10:18:12.554:TSAPI:Thread 0x977e3bb0:   error objectNotKnown
10/18/2012 10:18:12.554:TSAPI:Thread 0x977e3bb0: }       
 
Successful hold message request :
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0: Message:
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0: value CSTAHoldCall ::=
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0: {
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0:   activeCall
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0:   {
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0:     callID 14778,
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0:     deviceID "7599",
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0:     devIDType staticId
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0:   },
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0:   reservation FALSE
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0: }
10/18/2012 10:18:12.378:TSAPI:Thread 0x945debb0:
10/18/2012 10:18:12.427:TSAPI:Thread 0x977e3bb0: TSERVER Src: DRVR
10/18/2012 10:18:12.427:TSAPI:Thread 0x977e3bb0: Login: AVPuser App Name: Jtapi Client SessionID: 1700 Transport ID: 172.16.1.125
10/18/2012 10:18:12.428:TSAPI:Thread 0x977e3bb0: InvokeID: 275075
10/18/2012 10:18:12.428:TSAPI:Thread 0x977e3bb0: Driver: AVAYA#CLAN1#CSTA#AES
10/18/2012 10:18:12.428:TSAPI:Thread 0x977e3bb0: Message:
10/18/2012 10:18:12.428:TSAPI:Thread 0x977e3bb0: value CSTAHoldCallConfEvent ::=
10/18/2012 10:18:12.428:TSAPI:Thread 0x977e3bb0: {
10/18/2012 10:18:12.428:TSAPI:Thread 0x977e3bb0:   null NULL
10/18/2012 10:18:12.428:TSAPI:Thread 0x977e3bb0: }
10/18/2012 10:18:12.428:TSAPI:Thread 0x977e3bb0:
 

Solution

An upgrade of the Application and the Web Application Server (WAS) with Dialog Designer (DD)  5.1 has fixed the issue.

Jtapi client has been upgraded to 5.2.0.483 with DD upgrade.

 


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