CTI connection clear event loss issue

Doc ID    SOLN326231
Version:    1.0
Status:    Published
Published date:    10 Jun 2018
Author:   
nhe
 

Details

Application Enablement Services (Avaya Aura)
H/W info: HP DL360
S/W info: 7.1

Customer is using a TSAPI SDK based telephony application to control One-X Communicator (H.323).
The issue is that TSAPI application can’t receive connection clear event from AES
The issue does not happen when an operator answers an incoming call from the customer.
But it 100% occurs when an operator makes an outbound call to customer
And the issue occurs on customer environment AES 7.1, but it doesn’t occur on BP’s environment AES6.2.
※No SIP extension or Equinox is involvedNo

Problem Clarification

BBE checked logs and found that AES has sent connection clear event to the client application.
It seems no problem on AES side.
Then BP found that the content of connection clear event is different between AES6.2 and AES7.1
 

AES6.2-----
releasingDevice
     　deviceID "",
     　deviceIDType implicitPublic,
    　 deviceIDStatus idNotKnown
AES7.1-----
　releasingDevice
    　 deviceID " T<callid>#2",
     　deviceIDType explicitPublicUnknown,
     　deviceIDStatus idProvided

The client application is developed based on AES6.2, but customer is using AES 7.1.
Although the connection clear event has been sent from AES , since the content of connection clear event has been changed after AES 6.3(please refer to below AES 6.3.1 Release Note ), , it can’t be identified by client application. Then issue happened.

Cause

Regarding the content of connection clear event , it is a resolved issue after AES 6.3.
So it can’t be identified by client application(based on AES6.2) due to the value change.

AES 6.3.1 Release Note

RESOLVED ISSUES IN AE SERVICES RELEASE 6.3.1
Prior to AE Services 6.3.1, if the calling party drops off a call and the calling
party number is not known, the CSTA Connection Cleared event would
indicate that the device ID status of the releasing device is ID Not Known.
Beginning with AE Services 6.3.1, the TSAPI Service sets the releasing device
to the dynamic device ID previously used to identify the calling party.

Solution

Recommend BP to modify the client application so that it can respond to the change of connection clear event.


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