Support Article

CTI connectivity issue with undefined/invalid VDN in monitor

Summary

Computer telephony integration (CTI) link stays in the Connecting state and a fully connected state is not established.



On configuring the CTI link instance with undefined or invalid VDN in the list to monitor, the connection is unstable and logs off automatically. However, the agents are able to login to the CTI instance. 

Error Messages

[fault (self-tuning)'] (core.event.EventDispatcher) DEBUG AvayaJtapiSession.openDevice() |SessID=JTAPI_myAvaya-mgr|EventDispatcher.removeDevice()  - Thread: CTI-JTAPI_myAvaya-mgr-DispatchThread-1 is no longer in use for device: 9007
[fault (self-tuning)'] (ayaLinkFDT.core.SessionManager) ERROR  - Failed to get Address. Device may not exist or is not an ACD Manager Address.
com.pega.pegacti.error.InvalidDeviceException: Failed to get Address. Device may not exist or is not an ACD Manager Address.
at com.pega.pegacti.jtapi.avaya.AvayaJtapiDevice.initManagerDevice(AvayaJtapiDevice.java:1735) ~[prchannelservices.jar:?]
at com.pega.pegacti.jtapi.JtapiDevice.open(JtapiDevice.java:2361) ~[prchannelservices.jar:?]
at com.pega.pegacti.jtapi.avaya.AvayaJtapiSession.openDevice(AvayaJtapiSession.java:140) ~[prchannelservices.jar:?]
at com.pega.pegacti.jtapi.avaya.AvayaJtapiSession.monitorManagerDevices(AvayaJtapiSession.java:517) ~[prchannelservices.jar:?]
at com.pega.pegacti.core.SessionManager.createSession(SessionManager.java:1056) [prchannelservices.jar:?]
at com.pegarules.generated.activity.ra_action_createsession_1bf0aa28ee63922ef7bd18d18776844a.step6_circum0(ra_action_createsession_1bf0aa28ee63922ef7bd18d18776844a.java:624) [prgenclasses.jar:?]

Steps to Reproduce

Test the connectivity in Avaya Link  with Edit.

Root Cause

A defect in Pegasystems’ code or rules.
The PegaCALL system did not handle the exception correctly when VDN was invalid.

Resolution

Apply HFix-48883.

Published December 26, 2018 - Updated December 2, 2021