We have an application already in production that uses JTAPI to listen to events in a set of extensions in order to identify the connection established event and push notification directly to the agent browser.
The listener works well but after some time fails and the agent is not able to get the popups.

Avaya JTAPI Version: Avaya JTAPI version: 8.1.0.0.0.9
AES Version: V6.3

Not sure about what is generating this issue seems to be an interruption in the communication with the AES. The workaround right now is to restart the Jtapi service every some time.

Error in logs (I also attached the log file with the stack trace for the case):

019-09-06 10:47:13.415 INFO 1845 --- [DistributeCSTAEvent] c.a.j.tsapi.impl.core.TSEventHandler : Total memory: 164102144
2019-09-06 10:47:13.415 INFO 1845 --- [DistributeCSTAEvent] c.a.j.tsapi.impl.core.TSEventHandler : Handling CSTA_CONNECTION_CLEARED for TSProvider[#1]@23202fce
2019-09-06 10:47:13.416 INFO 1845 --- [DistributeCSTAEvent] c.a.jtapi.tsapi.impl.core.TSConnection : Constructing Lucent conn TSConnection[conn:(13761,-)]@3aa6e092 for TSProvider[#1]@23202fce
2019-09-06 10:47:13.416 INFO 1845 --- [DistributeCSTAEvent] c.a.j.tsapi.impl.core.TSProviderImpl : NOTICE: connHash.put() replaced null with TSConnection[conn:(13761,-)]@3aa6e092 for TSProvider[#1]@23202fce
2019-09-06 10:47:13.416 ERROR 1845 --- [DistributeCSTAEvent] c.a.j.tsapi.impl.core.TSEventHandler : Event Distributor Exception - shutting down provider TSProvider[#1]@23202fce
2019-09-06 10:47:13.493 ERROR 1845 --- [DistributeCSTAEvent] c.a.j.tsapi.impl.core.TSEventHandler : null

java.lang.NullPointerException: null
at com.avaya.jtapi.tsapi.impl.core.TSConnection.finishConstruction(TSConnection.java:1083) ~[ecsjtapi-1.0.jar!/:8.1.0.0.0.9]
at com.avaya.jtapi.tsapi.impl.core.TSProviderImpl.createTerminalConnection(TSProviderImpl.java:2579) ~[ecsjtapi-1.0.jar!/:8.1.0.0.0.9]
at com.avaya.jtapi.tsapi.impl.core.TSEventHandler.doConnEvents(TSEventHandler.java:1123) ~[ecsjtapi-1.0.jar!/:8.1.0.0.0.9]
at com.avaya.jtapi.tsapi.impl.core.TSEventHandler.cstaUnsolicited(TSEventHandler.java:311) ~[ecsjtapi-1.0.jar!/:8.1.0.0.0.9]
at com.avaya.jtapi.tsapi.tsapiInterface.TsapiEventDistributor.handleEvent(TsapiEventDistributor.java:113) ~[ecsjtapi-1.0.jar!/:8.1.0.0.0.9]
at com.avaya.jtapi.tsapi.tsapiInterface.TsapiEventQueue.run(TsapiEventQueue.java:104) [ecsjtapi-1.0.jar!/:8.1.0.0.0.9]

Any idea will be more than welcome.

There was at least 1 known null pointer issue that was resolved by a CM patch. However, to determine if the customer is running into any known issues, it would require deeper investigation and a review of the customer's CM MST logs, which is beyond the scope of assistance provided by this forum. Given the issue is seen at a field site, it is also beyond the scope of DevConnect Technical Support.

Field and operational issues must 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.

If you are able to reproduce the issue in your own development lab and have a paid DevConnect membership, then please open a DevConnect Technical Support ticket for further investigation.

Best Regards.

Hey there

Did you manage to find a workaround?

Hi,

We are experiencing this exact same issue on JTapi 8.0.0.52
Is this a known bug that is being addressed ? if so, what is the timescale ?

Any feedback would be welcome asap - it's a showstopper for our solution.

Thanks,
Dave

Hi Guys, in our case after checking logs on the server our ops teams identify an issue with the SNTP server, our AES was not on sync with all the other nodes.

The problem still happens sporadically (biweekly) but it's wide better now.

The issue Mike Herman outlined is a known issue and has been addressed in the latest builds of AES. Any production site issue should be raised with Avaya client Services (www.avaya.com/support) or raised with the business partner holding the maintenance contract for the deployment. DevConnect is here to assist with application development related questions (API related, and product capabilities).