Hi team

we need help to troubleshoot an issue where we receive CSTA events for a call conference from AES but when our call-controller application queries the jtapi library we don't receive the information of all the connections.

Details of our solution: Solution allows credit card information to be collected without agents or call recorders (WFO extensions) hearing DTMF digits being entered by customers, to be compliant with PCI (Payment Card Industry) regulation.

AES version: Version: 8.1.3.0.0.25-0
The jtapi version used for this build is: 8.1.0.0.0.9


One of the scenarios of failure:
1. A call is created between a customer and an agent
2. our call-controller application then starts monitoring this call
3. a 1st recording is added to this call (WFO)
4. our call-controller puts the call in hold, and creates a new consult call to an IVR (on AEP)
5. the 1st recording extension is removed from the main call
6. the 2nd recording entension is added to the consult call
7. call-controller merges the consult and main call

After this merge, our call-controller application gets the call and its connections from the Jtapi library. In the good scenarios we receive information about the 4 parties: agent + customer + IVR + WFO 2nd recording extension.

In the bad scenarios, we only receive information about 3 parties: agent + customer + IVR. The new WFO extension is missing from the call object.

We are in the process of updating the jtapi library. I have the logs of tsapi/jatpi logs. Please let me know if I can send this information directly to you.

Thanks

Smart Caller ID snap-in is a custom development and it is supported by the Advanced Applications Support team. Open a Service Request with Avaya and we will be able to assist.

No, there are no errors and that's also the problem. For the good ones and the bad ones, on the POM server side, logs are the same. We think there is an issue with the POM PDC but we cannot reach the dev team for it. Should I put this issue in the POM forum directly? Are they the ones responsible for the PDC?

One member of our team took a look inside the PDC code, below his comments:

"Today I looked inside the PDC code and based on available logs I know that a NullPointerException (NPE) comes from an AgentAPIClient class inside AgentAPI.jar (used by POM PDC), but I can’t say exactly where and why this is being thrown.

The reason for that is because this AgentAPIClient class receives a NPE and before throwing it upwards, it creates a new Exception object and sets only the error message from the original NPE, losing the stack trace in the process.

JAR AgentAPI.jar - Class AgentAPIClient - Method GetContactDataFromList
catch (Exception e2) // catching the NPE
{
GetContactDataFromListFault obj = new GetContactDataFromListFault(); // creating the new Exception object
VP_POMAgentAPIServiceStub.GetContactDataFromListFaultInfo objInfo = new VP_POMAgentAPIServiceStub.GetContactDataFromListFaultInfo();

Log(e2.getMessage()); // logging only the exception message: NullPointerException
objInfo.setFaultMsg(e2.getMessage());// setting only the exception message into the new Exception, losing the stack trace
objInfo.setRetCode(-7);

obj.setFaultMessage(objInfo);

throw obj; // throwing the new Exception upwards
}


** The PDC class then receives an exception and prints the stack trace (which is empty):

JAR pomDataConnector.jar - Class GetContactInfoImpl – Method execute
catch (Exception e) {
if ((mySession != null) && (mySession.isTraceEnabled()))
{
ITraceInfo tr = mySession.getTraceOutput();
tr.writeln(4, "Error While Getting Contact Info: " + e.getMessage());// this I can see in the logs, it’s ‘null’
}
e.printStackTrace(); //there’s no stack trace in this new Exception, so I can’t see anything here
}



Do you know who from the POM team can assist us with the PDC and AgentAPI libraries?

The way things are now we don’t have the stack trace of the error to identify where in the code it’s throwing a NullPointerException.

We need a fix on these libs so we have more information in the logs and also to classify the good and the bad calls.

Hi team

we have a customer running pom application with OD 07.22.10.04 and POM PDC 3.01.03.017. Several times during the day we are seeing an error "Error While Getting Contact Info"

02/03/2021 08:32:34:716 DEBUG - FE97820CA1C1A8F62F228142D4A353A1:/pomprompt_app : Invoking WebService Method GetContactInfo with ContactID: 20210302-01-101323840-PP3SMBAL and Primary Pom Server: XX.XX.XX.XX
02/03/2021 08:32:34:716 DEBUG - FE97820CA1C1A8F62F228142D4A353A1:/pomprompt_app : Start - GetContactDataFromList - Client. Time is 02 Mar 21 8:32:34:716
02/03/2021 08:32:34:845 ERROR - FE97820CA1C1A8F62F228142D4A353A1:/pomprompt_app : Error While Getting Contact Info: null
02/03/2021 08:32:34:845 INFO - FE97820CA1C1A8F62F228142D4A353A1:/pomprompt_app : Completed IPluggableExecutable com.avaya.sce.pdc.pim.ui.DataConnector


We have checked the MPP logs and POM Logs and everything looks good. POM logs show that the information is sent after it is required by our application.


02 Mar 2021 08:32:34,731 [ajp-nio-127.0.0.1-3009-exec-141] FINEST - ContactBO.getContactObject:1654 - Entering getContactObject
02 Mar 2021 08:32:34,731 [ajp-nio-127.0.0.1-3009-exec-141] FINER - ContactBO.getContactObject:1655 - User contactId.ATTR=20210302-01-101323840-PP3SMBAL, contact list=RCPS_EO_BLAST
.....
02 Mar 2021 08:32:34,843 [ajp-nio-127.0.0.1-3009-exec-141] FINEST - AgentAPIImpl.getContactD
ataFromList:1536 - value of attribute GWRKPH_tz_int.ATTR=-21600000
02 Mar 2021 08:32:34,843 [ajp-nio-127.0.0.1-3009-exec-141] FINEST - AgentAPIImpl.getContactD
ataFromList:1537 - atttribute type=INTEGER
02 Mar 2021 08:32:34,843 [ajp-nio-127.0.0.1-3009-exec-141] FINEST - AgentAPIImpl.getContactD
ataFromList:1550 - End - Time is 02 Mar 21 8:32:34:843


Is there any way to enable debug mode the same as we do with the aesconnector for example? Any ideas how to troubleshoot it inside the pdc?

Thank you

Can you please confirm that these actions should only be taken if the customers are using CSTA-S (secured links) t-links?

Hi

I am troubleshooting an issue on AAEP 6.1, Orchestration Designer and Vocalizer for Network as the TTS server.

Same OD application enables you to choose between English or Mexican Spanish TTS. English works successfully, Spanish does not.

The difference between a good call and a bad call is the way the request to the TTS is being made. The requests use different content-type (good call uses plain-text, bad call uses application/synthesis+ssml).

I want to know if this is the way that it should be developed or it may be an issue with Nuance not accepting ssml:

GOOD CALL:

@2012-12-03 12:28:50,905||FINEST|MRCP|29999|FileName=mrcpv1/RtspConnection.cpp,LineNumber=419|~Msg: Sending: ANNOUNCE rtsp://10.60.188.19/media/speechsynthesizer RTSP/1.0
CSeq: 6
Session: FALMOCLCAAAGPEDNAAAAAAAA
Content-type: application/mrcp
Content-length: 213

SPEAK 1 MRCP/1.0
content-type: text/plain
kill-on-barge-in: true
speech-language: en-US
voice-gender: female
voice-name: Samantha
Content-length: 56
En un lugar de la mancha cuyo nombre no quiero acordarme|DSSVMPP102####


BAD CALL:

@2012-12-03 11:04:51,005||FINEST|MRCP|16172|FileName=mrcpv1/RtspConnection.cpp,LineNumber=419|~Msg: Sending: ANNOUNCE rtsp://10.60.188.19/media/speechsynthesizer RTSP/1.0
CSeq: 2
Session: FALMMPABAAAMOBCAAAAAAAAA
Content-type: application/mrcp
Content-length: 344

SPEAK 1 MRCP/1.0
content-type: application/synthesis+ssml
kill-on-barge-in: true
speech-language: es-MX
voice-gender: female
voice-name: Paulina
Content-length: 171

Thanks!

I have received the below question from one of our customers. Can you please help to answer it?

Thanks
Magdalena - lcenteno@avaya.com
--------------------
"When using java servlets within Orchestration Designer, it will create comments such as Last generated by Orchestration Designer at: 2012-OCT-18 When code is under source control, I may never touch A.java, for example, but the build will modify that comment and then our source control thinks that file is out of synch with the repository.

Is there a way to turn off those "Last generated by Orchestration Designer at:2012-OCT-18" type messages in the Java servlets within OD? "

Thank you Wilson for your help.

Magdalena

Conclusion for this thread - Findings from Wilson Yu:

"The deployment model we support dictates that you have the scertcommon jar in the shared lib directory (it's lib/ext in case of Websphere) along with other supporting libary files. In the app's WEB-INF/lib directory, you should only have <appname>.jar and scert jar plus your custom library of course. What I see in your test environment is you do have the necessary files in the lib/ext directory but your also have the same files in the app's WEB-INF/lib, which the app would load from first. Since the app is loading the local session class, that session is not sharable among other DD apps."

I have sent them by email. Thanks

It is DD 5.1 also.

I found this in the log from the RDM application, at the very begining:

23/09/2010 15:54:45:302 DEBUG - 9_LzM5b7kW1QiAdXns0wSpF:/Butler : PlatformParams: get global parameters from VPMS...
23/09/2010 15:54:45:302 DEBUG - 9_LzM5b7kW1QiAdXns0wSpF:/Butler : PlatformParams: AppRuntimeVarsResponse.getGlobalAppRuntimeVars returns status - Failure, either user id or password is invalid

do you know to which user and password it is referring to?

thanks
Magdalena

yes, it is. RDM is DD 5.1

** Main DD application:
INFO - 2010-09-22 13:16:54,138 [WebContainer : 0] Dialog.Designer.TraceWriter.Butler: ZNQTb82e23O1Nq-m2ikLmsr:/Butler : Storing :session___ani to complex: session:ani as [9054746000]
INFO - 2010-09-22 13:16:54,139 [WebContainer : 0] Dialog.Designer.TraceWriter.Butler: ZNQTb82e23O1Nq-m2ikLmsr:/Butler : Storing :session___dnis to complex: session:dnis as [8120010012]

** RDM application:
22/09/2010 13:16:56:491 DEBUG - ZNQTb82e23O1Nq-m2ikLmsr:/Butler : channel:unknown | TraceAniDnis:TraceData | ANI | session:ani :
22/09/2010 13:16:56:491 DEBUG - ZNQTb82e23O1Nq-m2ikLmsr:/Butler : channel:unknown | TraceAniDnis:TraceData | DNIS | session:dnis :

Hi all
Avaya developed main DD application for a customer and it is able to get session variables (SIP extensions in VP). The main DD app then calls RDM appl and this one is not getting the session vars.
In lab environment the issue does not happen. In customer's environment the session variables are blank for RDM application.

The only difference is the Operating system of the application servers. Is there any special consideration we need to take when working with Windows or AIX? Check these environments please:

- Working environment - Avaya Internal environment:
Websphere 6.1 on Windows
VP 5.1
ICR 1.2.12
DD runtime 5.1
DD application and RDMs installed in the same application server (same IP and port)

- Non-working environment - Customer environment
Websphere 6.1 in AIX
VP 5.1
ICR 1.2.12
DD runtime 5.1
DD application and RDMs installed in the same application server (same IP and port)

any thoughts?

Thanks
Magdalena

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