I have developed an application in DD 5.x for a Voice Portal 5.x that uses Avaya CTI.

The application will try to call an external support phone. By putting the original call on Hold then Dial the external number then it will present them with a message telling them to press 1 to connect their call.

Everything work fin IF the person being called answers there phone. They don't have to press 1 or do anything they just need to answer it. If they don't answer the phone the call hangs on that port.

When I ran some traces I can see the call time out from the collect prompt but then it just stops and hangs.
Any idea would be greatly appreciated.

We need to see some logs to help figure out what's going on here.
Can you clear out these log files:
application - data/trace.log
cticonnector - data/trace.log
tsapi_trace.txt

Make sure that DD trace logging is enabled for the application, the CTI connector trace is set to 3 and the tsapi tracing debug level is set to 7 (edit this in tsapi.pro).

Then make a test call to reproduce the scenario and zip up and email the logs to ejohnson@avaya.com.
We're also a little unclear about what the app is doing -- if you can zip that up and share the some of that with us to that will help us to see what's going on.

I am facing a similar issue where CTI hangs at least once a week. Restarting CTIConnector fixes the issue temporarily.


Tsapi Trace:
------------------------------------------------------------
1/12/10 11:46:46 PM meta event BEGIN: cause (100) metaCode (136) for com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$1@22ce00
1/12/10 11:46:46 PM OBSERVATIONENDEDEVENT for com.avaya.jtapi.tsapi.TSProvider@6d2380meta event BEGIN: cause (100) metaCode (136) for com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1e16483
1/12/10 11:46:46 PM OBSERVATIONENDEDEVENT for observed: com.avaya.jtapi.tsapi.iw@1bc4ec8 for observer com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1e16483
1/12/10 11:46:46 PM meta event END for com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1e16483 eventList size=1
1/12/10 11:46:46 PM doThread allocated Thread[AvayaJTAPIThread(Threadpool#1),5,main] - in deleteReference for CallObserver com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1e16483
1/12/10 11:46:46 PM Got syncObject for callobserver - com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1e16483
1/12/10 11:46:46 PM Got this for callobserver - com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1e16483
1/12/10 11:46:46 PM calling callChangedEvent in com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1e16483
1/12/10 11:46:46 PM
Sent InvokeID 20043 for com.avaya.jtapi.tsapi.TSProvider@6d2380
1/12/10 11:46:46 PM CSTAMonitorStop ::=
1/12/10 11:46:46 PM returned from callChangedEvent in com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1e16483
1/12/10 11:46:46 PM {
1/12/10 11:46:46 PM Observer ThreadPool size: 2 for com.avaya.jtapi.tsapi.TSProvider@6d2380
1/12/10 11:46:46 PM monitorCrossRefID 12
}
1/12/10 11:46:46 PM for observer com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$1@22ce00
1/12/10 11:46:46 PM meta event END for com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$1@22ce00 eventList size=1
1/12/10 11:46:46 PM doThread allocated Thread[AvayaJTAPIThread(Threadpool#1),5,main] - in deleteReference for ProviderObserver com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$1@22ce00
1/12/10 11:46:46 PM %- about to drain the ThreadPool, has 1 threads.
1/12/10 11:46:46 PM Got syncObject for ProviderObserver - com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$1@22ce00
1/12/10 11:46:46 PM %- draining the ThreadPool.
1/12/10 11:46:46 PM Got this for ProviderObserver - com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$1@22ce00
1/12/10 11:46:46 PM %- disinviting thread Thread[AvayaJTAPIThread(Threadpool#2),5,main]
1/12/10 11:46:46 PM %- draining the ThreadPool, done.
1/12/10 11:46:46 PM %- threadPool: thread exiting after waking up - Thread[AvayaJTAPIThread(Threadpool#2),5,main]
1/12/10 11:46:46 PM calling providerChangedEvent in com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$1@22ce00
1/12/10 11:46:46 PM meta event BEGIN: cause (100) metaCode (136) for com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1d709a5
1/12/10 11:46:46 PM OBSERVATIONENDEDEVENT for observed: com.avaya.jtapi.tsapi.iw@18a9fc8 for observer com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1d709a5
1/12/10 11:46:46 PM meta event END for com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1d709a5 eventList size=1
1/12/10 11:46:46 PM AvayaJtapiThread - thread created: AvayaJTAPIThread(Threadpool#3) = Thread[AvayaJTAPIThread(Threadpool#3),5,main]
1/12/10 11:46:46 PM doThread allocated Thread[AvayaJTAPIThread(Threadpool#3),5,main] - in deleteReference for CallObserver com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1d709a5
1/12/10 11:46:46 PM Got syncObject for callobserver - com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1d709a5
1/12/10 11:46:46 PM Got this for callobserver - com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1d709a5
1/12/10 11:46:46 PM calling callChangedEvent in com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1d709a5
1/12/10 11:46:46 PM returned from callChangedEvent in com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1d709a5
1/12/10 11:46:46 PM meta event BEGIN: cause (100) metaCode (136) for com.avaya.sce.cticonnector.servlet.server.CTIConnectorManager$CTICallObserver@1762fc7
------------------------------------------------------------


AES Trace:
------------------------------------------------------------23:42:53 ERROR:FYI:asailink:hold_message:No application for message -- ABORT the maintenance crv(00, 7f) on node signal33 TSAPI NiceCti/1
23:42:57 ERROR:CRITICAL:AESvcs:TSAPIMonCmd:PID=6967 for 'tsrv' requires kill
23:42:57 ERROR:CRITICAL:AESvcs:TSAPIMonitor:server exit +=+InternalError+=+ UNHANDLED SIGKILL=9 - go offline
23:43:02 ERROR:FYI:TSAPI:TSERVER:../InitSslContext.cpp/161 10 Using the default AE Services certificate for encrypted client connections.
23:43:02 ERROR:FYI:TSAPI:MVAPLicense::init:license server:https://127.0.0.1:443/WebLM/LicenseServer
23:43:02 ERROR:WARNING:TSAPI:g3pderr:E_WARNING:L 474:C 2618:========== G3PD: Started. Elvis is ... ==========
23:43:02 ERROR:WARNING:TSAPI:g3pderr:E_WARNING:L 478:C 5016:[MAIN.CPP]: libg3pd.so 4.2.2 Build 452: built on May 19 2009 17:09:27
23:43:02 ERROR:FYI:TSAPI:G3pdHb:Starting G3pdHb for link 1
23:43:03 ERROR:WARNING:TSAPI:g3pderr:E_WARNING:L 489:C 2017:[SLO.CPP]: CTI Link 1 is UP.
------------------------------------------------------------



CTIConector Logs:
------------------------------------------------------------
12/01/2010 20:58:45 DEBUG - Ending call on extension 14059
12/01/2010 20:58:45 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 20:58:45 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from extension:14059
12/01/2010 20:58:45 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:14059
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14061 is 1
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14061: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14061: got Call Observation Ended Event
12/01/2010 23:46:46 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from extension:14050
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14050 is 1
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:14050
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14050: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14050: got Call Observation Ended Event
12/01/2010 23:46:46 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from extension:14051
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:14051
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14051 is 1
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14051: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14051: got Call Observation Ended Event
12/01/2010 23:46:46 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from extension:14052
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:14052
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14052 is 1
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14052: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14052: got Call Observation Ended Event
12/01/2010 23:46:46 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from extension:14053
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:14053
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14053 is 1
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14053: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14053: got Call Observation Ended Event
12/01/2010 23:46:46 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from extension:14054
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:14054
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14054 is 1
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14054: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14054: got Call Observation Ended Event
12/01/2010 23:46:46 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from extension:14055
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:14055
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14055 is 1
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14055: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14055: got Call Observation Ended Event
12/01/2010 23:46:46 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from extension:14056
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:14056
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14056 is 1
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14056: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14056: got Call Observation Ended Event
12/01/2010 23:46:46 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from extension:14057
12/01/2010 23:46:46 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:14057
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14057 is 1
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14057: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14057: got Call Observation Ended Event
12/01/2010 23:46:46 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14058 is 1
12/01/2010 23:46:46 ERROR - ProviderObserver.getProviderObserver: error processing Provider event: java.lang.NullPointerException
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent 14058: Event: 0 is 103 for call
12/01/2010 23:46:46 DEBUG - CTICallObserver.callChangedEvent:14058: got Call Observation Ended Event
12/01/2010 23:46:47 ERROR - send request failed
12/01/2010 23:46:47 DEBUG - CTICallObserver.disconnectFromCalls:disconnect extension from all calls if necessary.
12/01/2010 23:49:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14060 is 1
12/01/2010 23:49:46 DEBUG - CTICallObserver.callChangedEvent 14060: Event: 0 is 103 for call
12/01/2010 23:49:46 DEBUG - CTICallObserver.callChangedEvent:14060: got Call Observation Ended Event
12/01/2010 23:49:46 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 14059 is 1
12/01/2010 23:49:46 DEBUG - CTICallObserver.callChangedEvent 14059: Event: 0 is 103 for call
12/01/2010 23:49:46 DEBUG - CTICallObserver.callChangedEvent:14059: got Call Observation Ended Event
------------------------------------------------------------

It looks like the AES loses its CTI link and the CTIC is unable to recover. Is there a certain time or event each week this happens? Do you have some maintenance or anything going on each week that might cause this to occur?

there was no trend seen with regards to the time. Also, no maintenance activity on AES took place around the time of issue occurence. I see it as more of an issue at AES end than at CTIConnector. Will adding a failover link help in this regard?

Yes, a failover would resolve the issue and maintain connectivity, however ultimately it would be nice to know the cause of the primary AES outage.