Hi There

Using the Avaya SMS one our larger clients is getting a "Read Failure. The CM connection may have been lost." This error happens at exactly the same the same time from the start of the first SMS query, eight minutes in total.

We had the customer change the OSSI_ResponseTimeout value from 5 to 30 (seconds) but that did not help. Even after rebooting the AES just to be thorough.

https://www.devconnectprogram.com/forums/posts/list/1403.page

Here's what we're doing
1) Run "list" queries on the HuntGroup model using the "count" option set to 99
2) Run "list" queries on the Agent model using the "count" option set to 200
i) After each agent "list" we do a "display" query for each agent's skills

After 8 minutes (or so) and 1400+ successful SMS requests the error is returned during the either "list" query of the Agent model. I have been unable to find a workaround from out client side application.

Is there a configuration option on the server that we can change? Something to look at?

Thanks
James



P.S. From the ossicm.log:

<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 659 1 com.avaya.aes | a#0117800ff1a#011ce2dff1a#012f8fdeff1b#0117800ff1b#011ce2dff1b#0118fdeff1c#0117800ff1c#012fce2dff1c#0118fdeff1d#0117800ff1d#011ce2dff1d#0118fdeff1e#012f7800ff1e#011ce2dff1e#0118fdeff1f#0117800ff1f#011ce2dff1f#012f8fdeff20#0117800ff20#011ce2dff20#0118fdeff21#0117800ff21#012fce2dff21#0118fdeff22#0117800ff22#011ce2dff22#0118fdeff23#012f7800ff23#011ce2dff23#0118fdeff24#0117800ff24#011ce2dff24#012f8fdeff25#0117800ff25#011ce2dff25#0118fdeff26#0117800ff26#012fce2dff26#0118fdeff27#0117800ff27#011ce2dff27#0118fdeff28#012f7800ff28#011ce2dff28#0118fdeff29#0117800ff29#011ce2dff29#012f8fdeff2a#0117800ff2a#011ce2dff2a#0118fdeff2b#0117800ff2b#012fce2dff2b#0118fdeff2c#0117800ff2c#011ce2dff2c#0118fdeff2d#012f7800ff2d#011ce2dff2d#0118fdeff2e#0117800ff2e#011ce2dff2e#012f8fdeff2f#0117800ff2f#011ce2dff2f#0118fdeff30#0117800ff30#012fce2dff30#0118fdeff31#0117800ff31#011ce2dff31#0118fdeff32#012f7800ff32#011ce2dff32#0118fdeff33#0117800ff33#011ce2dff33#012f8fdeff34#0117800ff34#011ce2dff34#0118fdeff35#0117800ff35#012fce2dff35#0118fdeff36#0117800ff36#011ce2dff36#0118fdeff37#012f7800ff37#011ce2dff37#0118fdeff38#0117800ff38#011ce2dff38#012f8fdeff39#0117800ff39#011ce2dff39#0118fdeff3a#0117800ff3a#012fce2dff3a#0118fdeff3b#0117800ff3b#011ce2dff3b#0118fdeff3c#012f7800ff3c#011ce2dff3c#012d592-5325#011Cody, Elizabeth#011
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 659 1 com.avaya.aes | 1#011106#011361#012d#011n#011n#011spe#011n#012d#011n#01125#01125#011station#012dsystem#011system#011system#011system#011system#012d#011#011#011#011#012d#011#01100000000#0111113#011skill-level#012dn#011n#0111113#011#0111#012d749#011#0116#011756#011#012d8#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 659 1 com.avaya.aes | 2/5[10.130.26.13:5022:taske]=>2921/7 outbound: Receiving Data
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 659 1 com.avaya.aes | Performing SSH_read
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 659 1 com.avaya.aes | 53 bytes received: d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#012t
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 659 1 com.avaya.aes | 2921/7[localhost.localdomain:62239:taske]=>2/5 inbound: Writing to socket
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 659 1 com.avaya.aes | 53 bytes sent: d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#011#011#011#012d#011#012t
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 701 1 com.avaya.aes | 2921/7[localhost.localdomain:62239:taske]=>2/5 inbound: Receiving Data
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 701 1 com.avaya.aes | inbound socket close detected
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 701 1 com.avaya.aes | 2921/0[:0:taske]=>2/5 inbound: Socket closed.
<143>Apr 6 11:38:30 s001-aes1 saw-cm[25267]: -05:00 2018 701 1 com.avaya.aes | 2921/0[:0:taske]=>2/5 inbound:REMOVABLE (closed and buffers flushed), deleting socket reference

Sorry, "during the either" should be "during the eighth"

Hello,

Please have the customer raise a Services Request (SR) with Avaya Client Services (ACS).

Field and operational issues should be escalated by the customer or customer representative through the normal escalation channels to Avaya Client Services or the appropriate business partner holding the maintenance contract on the system(s). This process requires the customer Sold To information and can be initiated through the http://www.avaya.com/support portal, or via a call to a regional Avaya Support number located on the http://www.avaya.com/support web page.

Those organizations are equipped with the resources and tools needed to address customer field issues, and have adequate staff to meet the service level agreements of the customer's maintenance contract.

This will require more investigation at the customer site, but I believe the customer may be hitting a known issue with one of the OS libraries. The issue is only seen when dealing with a large number of SMS requests. ACS can investigate and will be able to provide a hotfix once they confirm that is in fact the issue. The customer can reference the "libssh2" hotfix in their Service Request to help steer ACS in the right direction to determine if the issue/fix is applicable to their system.

Best Regards.