Team,
we are using AES version 6.x and recently the start monitor request for call events are failing for the all the stations in the ACD via DMCC API. Earlier it was working fine.

Sudden fail in monitor start causing a production outage for us. Please guide us on this issue.
I tested the same in DMCC Dashbaord as well and below are the request and response xmls.

Thanks
Prabhuram.

<?xml version="1.0" encoding="utf-8"?>
<MonitorStart xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed3">
<monitorObject>
<deviceObject typeOfNumber="other" mediaClass="notKnown">3144001:swlink01:0.0.0.0:0</deviceObject>
</monitorObject>
<requestedMonitorFilter>
<callcontrol>
<conferenced>true</conferenced>
<connectionCleared>true</connectionCleared>
<delivered>true</delivered>
<diverted>true</diverted>
<established>true</established>
<failed>true</failed>
<held>true</held>
<networkReached>true</networkReached>
<originated>true</originated>
<queued>true</queued>
<retrieved>true</retrieved>
<serviceInitiated>true</serviceInitiated>
<transferred>true</transferred>
</callcontrol>
<logicalDeviceFeature>
<agentLoggedOn>true</agentLoggedOn>
<agentLoggedOff>true</agentLoggedOff>
<doNotDisturb>true</doNotDisturb>
<forwarding>true</forwarding>
</logicalDeviceFeature>
</requestedMonitorFilter>
<extensions>
<privateData>
<private>
<AvayaEvents xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="">
<invertFilter xmlns="http://www.avaya.com/csta">true</invertFilter>
<logicalDeviceFeaturePrivate xmlns="http://www.avaya.com/csta">
<agentLoginExtension>true</agentLoginExtension>
</logicalDeviceFeaturePrivate>
</AvayaEvents>
</private>
</privateData>
</extensions>
</MonitorStart>
-----------------------
Incoming XML 3 3144001:swlink01:0.0.0.0:0
<?xml version="1.0" encoding="UTF-8"?>
<CSTAErrorCode xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed3">
<operation>generic</operation>
</CSTAErrorCode>

As the problem occurs when you try to start a Call Control monitor, you should get a much better idea of the cause of the problem from the TSAPI traces on the AE Services. You can get details of this in the Product FAQ "What is the procedure for enabling and accessing the AE Services logs for TSAPI (trace, tracing, g3trace, csta_trace)?". It is in the FAQ: AE Services TSAPI -> general section.

As the problem is occuring on a production site, you should probably get your customer to open a support request with Avaya Global Services. They have the expertise to look into these kinds of problems.

Martin