A very peculiar issue is being observed, one that can not be replicated at will.
AES and JTAPI Details
AES: 8.1.3.0.0.25-0
JTAPI: ecsjtapia_8.1
AES was recently patched for a similar issue (Link Down) when invalid number dialed. (Attached screenshot)
Patch: AES_19767_813
Set-Up
1.Agents login in via out CTI application.
2.An Agent (A1) Places a call from hardphone (or softphone) to another agent's (A2) station.
3.Agent A2 does not answer the call.
4.After about 4 -5 rings the coverage path comes into play where the call is forwarded to a Voice Mail Hung- Group (7100 in this case).
Issue
On the back end (JTAPI) AES Link drops between the CTI and AES.
I have tried to replicate this by following the steps above but no luck in any of my attempts.
[size=9] Error Snippet [size=9]2020-11-18 14:02:20,637 [DistributeCSTAEvent] INFO TSEventHandler - Handling CSTA_HELD for TSProvider[#1]@388cb8aa
2020-11-18 14:02:20,638 [DistributeCSTAEvent] ERROR TSEventHandler - Event Distributor Exception - shutting down provider TSProvider[#1]@388cb8aa
2020-11-18 14:02:20,638 [DistributeCSTAEvent] ERROR TSEventHandler -
java.lang.NullPointerException
at com.avaya.jtapi.tsapi.impl.core.TSEventHandler.doConnEvents(TSEventHandler.java:1034)
at com.avaya.jtapi.tsapi.impl.core.TSEventHandler.cstaUnsolicited(TSEventHandler.java:302)
at com.avaya.jtapi.tsapi.tsapiInterface.TsapiEventDistributor.handleEvent(TsapiEventDistributor.java:113)
at com.avaya.jtapi.tsapi.tsapiInterface.TsapiEventQueue.run(TsapiEventQueue.java:104)
2020-11-18 14:02:20,644 [GetEventThread] INFO TsapiSession - Received monitorCrossRefID 45 for TSProvider[#1]@388cb8aa
2020-11-18 14:02:20,644 [DistributeCSTAEvent] INFO TSProviderImpl - TSProvider.shutdown - attempting shutdown
2020-11-18 14:02:20,644 [GetEventThread] DEBUG TsapiSession - CSTATransferredEvent ::=
2020-11-18 14:02:20,644 [DistributeCSTAEvent] INFO TSProviderImpl - TSProvider.shutdown - Starting
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Logs
Attached logs JTAPI logs for 4 such calls.
Please do let me know if any additional details are required.
Thanks,
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