Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

CTI connection issue after CPM upgrade



We can connect and successfully login. Phone calls, screenpops, and other events  through the softphone cause the ctilink engine to go into a connecting state. Subsequent events are not received by the CTI Engine. 

Error Messages

Not applicable

Steps to Reproduce

Login to CTI and try to perform any softphone functions. Sporadically the ctilink engine will go into a connecting state. 

Root Cause

User not using latest Avaya SDK. 

The Avaya 6.3 SDK has a bug that affects passing of application data.  This was causing the old call id not to be passeding during blind transfer. 


Upgraded to Avaya 6.3 SDK
Applied hfix-24743 to address the Avaya bug related to passing of application data(old call id)


Published January 31, 2016 - Updated December 2, 2021

Was this useful?

0% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us