Customer uses Breeze with ECC to handle calls using a web interface (ECC API). Sporadically calls hang in status HELD and can only be dropped by restarting the Breeze server. Using the API call "Get connection by ID" https://{Breeze-SM100}/services/EngagementCallControl/calls/{CALLID}/connections we have two connections like this:

{
"connections": [
{
"id": "336321252_c17439e1-b8a5-4521-b026-5657a72c09dc",
"href": "https://192.168.250.132/services/EngagementCallControl/calls/336321252_e1a41b8d-469b-4306-9dc2-8d1e3002ee66/connections/336321252_c17439e1-b8a5-4521-b026-5657a72c09dc",
"ucid": "00001082201523883605",
"state": "HELD",
"callId": "336321252_e1a41b8d-469b-4306-9dc2-8d1e3002ee66",
"callHref": "https://192.168.250.132/services/EngagementCallControl/calls/336321252_e1a41b8d-469b-4306-9dc2-8d1e3002ee66",
"address": "494038999117"
},
{
"id": "336321252_1f1e1248-e668-4ef6-877f-52b71062a340",
"href": "https://192.168.250.132/services/EngagementCallControl/calls/336321252_e1a41b8d-469b-4306-9dc2-8d1e3002ee66/connections/336321252_1f1e1248-e668-4ef6-877f-52b71062a340",
"ucid": "00001082201523883605",
"state": "ACTIVE",
"isExternalConnection": "true",
"callId": "336321252_e1a41b8d-469b-4306-9dc2-8d1e3002ee66",
"callHref": "https://192.168.250.132/services/EngagementCallControl/calls/336321252_e1a41b8d-469b-4306-9dc2-8d1e3002ee66",
"address": "4057149695"
}
]
}

When I try to drop the call using "https://192.168.250.132/services/EngagementCallControl/calls/336321252_e1a41b8d-469b-4306-9dc2-8d1e3002ee66" the Breeze server returns 202 Accepted but the call is not dropped.

ECC log shows:
2018-04-17 14:08:54,540 [WebContainer : 3] EngagementCallControl INFO - EngagementCallControl-3.3.0.0.330007 - getCallConnections: 336321252_e1a41b8d-469b-4306-9dc2-8d1e3002ee66
2018-04-17 14:09:00,263 [WebContainer : 1] EngagementCallControl INFO - EngagementCallControl-3.3.0.0.330007 - dropCall: 336321252_e1a41b8d-469b-4306-9dc2-8d1e3002ee66
2018-04-17 14:09:00,336 [GS-SimplePollingEventListenerContainer-1] EngagementCallControl ERROR - EngagementCallControl-3.3.0.0.330007 - onError: requestId: 23a98f79-305c-4d13-8e36-6d6fab81e46e class com.avaya.ucm.command.response.DropResponse with error GENERIC_ERROR

Thanks for any idea!

Regards Janik

Hi, if this is happening at a customer site on a system with a "sold to" number, please open a ticket with Avaya Client Services.

Hi Joel, thanks for your response.
I opened an SR with number 1-13718321761.

Excellent. This will surely be the fastest path to resolution for the customer.

what was the resolution to this issue?

I don't have visibility to the Service Requests. We'll have to see if jwoelcke can share his (or her) resolution with us.

Upgrading the CM to 7.1.3 resolved this issue. If that is not a solution there are custom patches available fixing this before 7.1.3. You will have to open a Service Request to get the custom patches.
Regards Janik