Hello,

We are getting providerShutDown() event on dialing invalid number from JTAPI Application for SIP phone, Working fine with Avaya H.323 phone.

Even though if we dial invalid number from AES Administration->Diagnostics->TSAPI Test ,we are getting providerShutDown() event.

Is this know issue? Is there any fix available for this issue?

JTAPI Version - 8.0.3 & 8.1.3 (tested with both version)
AES Version - 8.0.1

Thanks & Regards,
Umesh

Connection Id in each call will be different for same address so Connection Id will be always unique.

Regards,
Umesh

Hi,

We are using ProviderListenerAdapter to get provider events like -
-providerInService
-providerOutOfService
-providerShutDown

When JTAPI application receives only providerOutOfService not providerShutDown & providerOutOfService both?

We have tested following 3 scenarios and getting both providerShutDown & providerOutOfService events -
-Stop AES TSAPI Service
- Disconnected AES Server from network
- restarted AES Server

As per my study we only need to restart monitoring on extensions when we receive providerInService after providerShutDown.

If JTAPI application only receives providerOutOfService and again providerInService then we don't need to restart monitoring on extensions.

Can you please confirm?

Thanks & Regards,
Umesh

Hi,

Here are steps to replicate issue in lab-
1- Take 2 SIP phone extension e.g. 6001 & 6002
2- Login agent on Ag1=6001 & Ag2=6002
3- Take ACD call on any of extension say 6001(Ag1). Customer call
4- Initiate consult from Ag1(6001) to other agent Ag2(6002)
5- Ag2(6002) answers call
6- Initiate conference from Ag1(6001) with consulted call
7- Disconnect call Ag1(6001). Ag1(6001) gets disconnected
8- Initiate Single Step Transfer from Ag2(6002) to Ag1(6001)

Issue - No connectionAlerting event received for Ag1(6001) for transferred(SST) call.

This can be easily reproduced.

JTAPI Version - 8.0.3
AES Version - SW Version: 8.1.0.0.1.9-1

Thanks & Regards,
Umesh

Hi,

If our CTI Application user has "Unrestricted Access" then do we need to add devices in AES Security Database if "Enable SDB TSAPI Service, JTAPI and Telephony Service" is checked.

What is use of Security Database, can we details of this in any document? Can you please give us link of that document?

Thanks & Regards,
Umesh

Hi,

Is there any JTAPI API available to get state of Terminal or Address to check if Terminal or Address in service or not?
When we kill "Avaya One-X Agent" from task manager, application doesn't receive any event event though we have added TerminalListener and AddressListerner.
Application receives event after 5 mins.
In standard JTAPI, provider observer has feature like AddressInService & AddressOutOfService , TerminalInservice & TerminalOutOfService.

I checked using JTAPI Exerciser also and result is same.

Event though addAgent method get success if phone is down.


Thanks & Regards,
Umesh

Thanks John for reply.
- Around out of 6000 calls, for 100 calls we received trunk id in place of agent device id with connectionAlerting event, when querying event.getConnection().getAddress().getName().
-AES Version is 8.1.1 and JTAPI version is 8.0.1
- Customer call comes to IVR via trunk and after IVR flow it reaches to agent through ACD.
-We asked AES trace from customer.

We posted in forum if anyone found this kind of issue is past.

Regards,
Umesh

Hello,

We analyzed out logs and found that for few calls we are getting trunk id in place of agent station id with connectionAlerting(CallControlConnectionEvent event) override function.
We are calling event.getConnection().getAddress().getName().

Can you please suggest what could be the reason? Is there any setting we need to do at Avaya CM end?

Thanks & Regards,
Umesh

Thanks Martin. Actually application starts monitoring on device when agents logs in into ACD. But somehow monitor stops in between, so we are thinking of adding listener in between which will be triggered from our softphone.
Application removes listener when it receives logout request from softphone. But in AES CSTA trace we can see hat AES received CSTAMonitorStop request from our application.

My query is -
- Does Avaya JTAPI library sends CSTAMonitorStop request to AES in any scenario without receiving from application?
- What happens if phone goes down and comes up? Does application needs to stop monitor and start again?
-Which events application will receive if phone goes down and comes up? Which listener application needs to add to receive terminal state TerminalListener?
-To monitor phone/terminal state which listener will be better, TerminalListener or AddressListener?
-If application receives providerInService without providerShutDown event, do we need to remove listerner and again add new listener?
-When application receives providerShutDown event, it removes listener from all device and adds new listener when providerInService event comes.

Can you please give your views on above point?

Thanks & Regards,
Umesh

Hi,

We are facing one issue in getting getCallingAddess() and getCalledAddress() .

Scenario is if we start monitoring extension after we receive call on extension then getCallingAddess() and getCalledAddress() returns null when we try to get from CallControlConnectionEvent object associated with connectionAlerting.

We also tried to get these parameters from Connection object (Call associated with this Connection object) of the monitored address, in this case also getCallingAddess() and getCalledAddress() returns null.

Can you please suggest if there is way to get latest parameter from Switch/AES? Is there way to refresh Call object on address??

Thanks & Regards,
Umesh

Thanks John, I will check that.

Hi,

addCallListener() on Avaya Terminal
-----------------------------------------
We are calling addCallListener() on 2 Avaya Terminal initially. And made call from terminal 1 to terminal 2. We are getting call events for both terminal So this is fine.

After some time we removed call listener from 2nd terminal. And now made call from terminal 2 to terminal 1. For this we are getting respective events for terminal 1 and terminal 2.
Is this correct behavior of call listener on terminal.

If I compare it to addCallObserver() on terminal method of standard JTAPI then following thing happens-

addCallObserver() on Terminal
------------------------------------
We are calling addCallObserver() on 2 Avaya Terminal initially. And made call from terminal 1 to terminal 2. We are getting call events for both terminal So this is fine.

After some time we removed call observer from 2nd terminal. And now made call from terminal 2 to terminal 1. For this we will get events for terminal 1 only and not for terminal 2.


Can you please help me to understand difference?

Also if I want to achieve scenario 2 which listener I need to add on terminal so that for agent to agent call we get event only for monitored event.


Thanks & Regards,
Umesh

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)

Hi David,

You need to check following setting in 46xxSettings file -

SET ENABLE_OOD_MSG_TLS_ONLY 0

Should be set 0. Default value is 1

Hope this will work for you.

Thanks & Regards,
Umesh

As per my understanding, DMCC is better if you want to build station/phone which will also handle media.

But if you want to make 3PCC application then JTAPI/TSAPI will be better option.

Say you want to monitor/control agent login activity & call activity on 96XX phone then JTAPI is sufficient. Using JTAPI API you can initiate call from 96XX phone using JTAPI and all other telephone features.

Regards,
Umesh