Hi,

We are facing some issue when answering "Single Step Transfer" call at agent 2.

Sequence of call is as below -

-Agent1 receives inbound call from customer after IVR
-Agent1 does "Single Step Transfer" to Agent2
-Agent2 receives ALERTING/RINGING notification
-Agent2 clicks on Answer button (JTAPI Answer Method called on RINGING Terminal Connection Object)
- Application receives "answerCall failure" exception. but in AES CSTA trace we can see InvalidObjectState error.

If we wait for around 20 secs and then try we are able to answer call from soft phone. Can you please suggest what could be the reason? This happens with few number of calls not with all calls.

Thanks & Regards,
Umesh

Here are the logs from our application, AES CSTA Trace and AES gTrace -


Connector Log . SST Answer Fail CallId = 4931
[2021-05-11 12:52:50,990][INFO ][WebSocketEndPoint::onMessage][{"dialogId":"4931","msgtype":"ANSWER","sessionId":"20210511123745731"}]
[2021-05-11 12:52:50,990][INFO ][WebSocketEndPoint::processMessage][SocketId=b][data = {"dialogId":"4931","msgtype":"ANSWER","sessionId":"20210511123745731"}]
[2021-05-11 12:52:50,990][INFO ][WebSocketEndPoint::processMessage][ANSWER Case][sessionId : 20210511123745731][CallId : 4931]
[2021-05-11 12:52:50,990][DEBUG][WebSocketEndPoint::processAnswerRequest][Session : 20210511123745731][4931]
[2021-05-11 12:52:50,990][INFO ][JTAPIController][checkIfCallExist][CallId :4931][AgExt:267921]
[2021-05-11 12:52:51,004][DEBUG][AvayaCallCenterAgent::getAgentStateInfo][AgId=149812][4][1][0
[2021-05-11 12:52:51,206][DEBUG][WebSocketEndPoint::processAnswerRequest][Session Found : 20210511123745731][AgentId=149811]
[2021-05-11 12:52:51,206][INFO ][JTAPIController][answerCallNewMethod][CallId :4931][AgExt:267921]
[2021-05-11 12:52:51,308][DEBUG][JTAPIController][answerCallNewMethod][Requested CallId :4931][AgExt:267921][No. Of Connections : 1]
[2021-05-11 12:52:51,409][DEBUG][JTAPIController][answerCallNewMethod][0][0][CallId :4931][AgExt:267921][Term State : 65][65 RINGING, 69 UNKNOWN]
[2021-05-11 12:52:51,409][DEBUG][JTAPIController][answerCallNewMethod][0][0][CALLING ANSWER Method][CallId :4931][AgExt:267921][Term State : 65][Term Name : 267921]
[2021-05-11 12:52:51,511][WARN ][JTAPIController][answerCallNewMethod][0][CallId :4931][AgExt:267921][Inner Loop][answerCall failure]



Request in AES CSTA Trace (Call Id = 4931)
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 InvokeID: 3764
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 Driver: AVAYA#CMSAAAAAAAA-------
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 Message:
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 value CSTAAnswerCall ::=
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 {
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 alertingCall
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 {
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 callID 4931,
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 deviceID "267921",
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 devIDType staticId
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 }
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 721 1 com.avaya.aes | csta_trace:Thread 0xd296bb40 }

Result in AES Trace (Call Id = 4931)
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 807 1 com.avaya.aes | csta_trace:Thread 0xd5170b40 InvokeID: 3764
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 807 1 com.avaya.aes | csta_trace:Thread 0xd5170b40 Driver: AVAYA#CMYYY#CSTA#RZIX-AES-01
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 807 1 com.avaya.aes | csta_trace:Thread 0xd5170b40 Message:
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 807 1 com.avaya.aes | csta_trace:Thread 0xd5170b40 value UniversalFailureConfEvent ::=
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 807 1 com.avaya.aes | csta_trace:Thread 0xd5170b40 {
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 807 1 com.avaya.aes | csta_trace:Thread 0xd5170b40 error invalidObjectState
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 807 1 com.avaya.aes | csta_trace:Thread 0xd5170b40 }

Communication Between AES & CM gTrace. (Call Id = 4931)

<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 608 1 com.avaya.aes | g3trace-cmYYY:cmYYY invokeID(15102)monXref(0)sessionID(157)clsOfServ(0)
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 608 1 com.avaya.aes | g3trace-cmYYY:cmYYY alertingCall.callID(4931) .devID(267921) .devIDType(STATIC)
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 608 1 com.avaya.aes | g3trace-cmYYY:cmYYY Sent ASAI Message A3PDCInfo
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 608 1 com.avaya.aes | g3trace-cmYYY:cmYYY cap,prim,sao_id C_3PDC_REQ,C_REQUEST,16679268
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 608 1 com.avaya.aes | g3trace-cmYYY:cmYYY extension 267921
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 608 1 com.avaya.aes | g3trace-cmYYY:cmYYY domain_type 3
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 653 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 Received ASAI Message A3PDCAck
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 653 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 cap,prim,sao_id C_3PDC_CONF,C_POS_ACK,16679268
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 653 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 num_call 1
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 653 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 stn_info[call_id,party_id,pty_state] 4931,2,0x0
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 653 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 Sent ASAI Message A3PANSInfo
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 653 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 cap,prim,sao_id C_3PANS,C_REQUEST,16679268
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 653 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 callID 4931
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 653 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 video_call 0
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 704 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 Received ASAI Message A3PANSNak
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 704 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 cap,prim,sao_id C_3PANS_CONF,C_NEG_ACK,16679268
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 704 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 cause_value CS0/98
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 704 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 Sent CSTA Msg (CSTACONFIRMATION)(5) (CSTA_UNIVERSAL_FAILURE_CONF)(53)
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 704 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 msgoff(24)msglen(4)privoff(0)privlen(0)
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 704 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 invokeID(15102)monXref(2989)sessionID(157)clsOfServ(0)
<135>May 11 12:52:41 rzix-aes-01 TSAPI[8272]: +02:00 2021 704 1 com.avaya.aes | g3trace-cmYYY:LinkThread01 error(INVALID_OBJECT_STATE)(22)

You may find that "list trace station NNN" for one of the phones (Agent 1 or Agent 2's phone) would give more information about what's happening in the call.

martin