Hi
I have a customer who has an IR 2.0 connected with AES and Dialog Designer 3.1. AES is connected to a S8700 CM3.1.
Problem Description: Customer doesn't have any problem with their application until someone does service observing on the VDN used to send the calls to the IR.
If customer doesn't do service observing, there is NO problem.
- IR receives a call and app 'Llamadas' is executed in the app server.
- 'Llamadas' has the box "use CTI" checked so the CTI information is sent to the app fields (DNI,ANI,...)
- 'Llamadas' uses cticonnector to generate the cti_configuration.xml with the AES information
When customer does service observing, he should listen the conversation between callers and IR but he can't. The customer can listen that the IR reproduces an announcement saying that they will be transferred to an agent and no CTI information is provided. At that moment they IR receives the error below:
CallInfo.doGetCallInfoInitialCall: call on extension:6329 was never established | CallInfo.doGetCallInfoInitialCall: call on extension:6329 was never established
In the application server logs we can see:
09/08/2007 10:21:00 ERROR - CallInfo.doGetCallInfoInitialCall: No call info available for extension 6365
09/08/2007 10:21:00 ERROR - In Progress | channel:31 | Llamadas:GESLLAM_INICIO_PARAMS | CallInfo.doGetCallInfoInitialCall: No call info available for extension 6365 | CallInfo.doGetCallInfoInitialCall: No call info available for extension 6365 | Exception stack trace | |
09/08/2007 10:21:00 ERROR - In Progress | channel:31 | Llamadas:GESLLAM_INICIO_PARAMS | null | CallInfo.doGetCallInfoInitialCall: No call info available for extension 6365 | Exception stack trace | EXCEPTION>
com.avaya.sce.runtimecommon.SCERuntimeException: CallInfo.doGetCallInfoInitialCall: No call info available for extension 6365
at com.avaya.sce.runtimecommon.SCESession.throwRTException(SCESession.java:1381)
Is there any issue with the service observing? We are doing the service observing calling to a trunk number (I didn't test doing this from an extension)
Doing some research with the PBX group what I'm suspecting is that CTI information is arriving but in an order not expected by the application...
Any ideas?
Thanks
Magdalena
