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PegaCALL 7.1.3 [CTI] Call disconnections hangs



CTI Links lock and causes the system to hang when the CSR tries to log out of the softphone. The issue can only be replicated with Avaya JTAPI SDK is a 5.x version.

Error Messages

"pool-4-thread-13" Id=3505 in BLOCKED on [email protected]
     owned by WebContainer : 11 Id=557
BlockedCount : 3, BlockedTime : -1, WaitedCount : 17, WaitedTime : -1
    at com.pega.pegacti.jtapi.JtapiDevice14.connectionDisconnected(
    at com.avaya.jtapi.tsapi.impl.monitor.TsapiCallMonitor.deliverEventToCallback(
    at com.avaya.jtapi.tsapi.impl.monitor.TsapiCallMonitor.deliverListenerEvents(
      - locked [email protected]
    at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(
    at java.util.concurrent.ThreadPoolExecutor$

    Locked synchronizers: count = 1
      - [email protected]

"WebContainer : 11" Id=557 in BLOCKED on [email protected]5
     owned by DistributeCSTAEvent Id=345
BlockedCount : 447, BlockedTime : -1, WaitedCount : 9551, WaitedTime : -1
    at com.avaya.jtapi.tsapi.impl.monitor.TsapiCallMonitor.deleteReference(
    at com.avaya.jtapi.tsapi.impl.core.TSDevice.removeAddressCallMonitor(

"DistributeCSTAEvent" Id=345 in BLOCKED on [email protected]
     owned by pool-4-thread-13 Id=3505
BlockedCount : 779, BlockedTime : -1, WaitedCount : 691, WaitedTime : -1
    at com.avaya.jtapi.tsapi.impl.monitor.TsapiCallMonitor.deleteReferenceInternal(
      - locked [email protected]
    at com.avaya.jtapi.tsapi.impl.monitor.TsapiCallMonitor.deleteReference(
    at com.avaya.jtapi.tsapi.impl.core.TSCall.staleObsCleanup(
      - locked [email protected]
    at com.avaya.jtapi.tsapi.impl.core.TSEventHandler.doCallMonitors(
    at com.avaya.jtapi.tsapi.impl.core.TSEventHandler.finishConnEvents(
    at com.avaya.jtapi.tsapi.impl.core.TSEventHandler.doConnEvents(
    at com.avaya.jtapi.tsapi.impl.core.TSEventHandler.cstaUnsolicited(
    at com.avaya.jtapi.tsapi.tsapiInterface.TsapiEventDistributor.handleEvent(

Steps to Reproduce

The issue can be replicated in the below scenarios: 

Scenario 1: 
1.    Agent was logged in AIC and Available 
2.    Login through softphone on Pega 
3.    Call comes in and line turns red then green and then interaction starts 
4.    Finish Interaction in CPM 
5.    Click on Hangup in softphone. Phone hangs up in Avaya AIC and handset but line stays green in softphone. 
6.    Wait for 2-3 minutes then line goes to grey (Disconnected event from Avaya seen in tracer). 
7.    Softphone displays a unavailable icon. 

Scenario 2 (follow-up on Scenario 1): 
1.    Next call invoked, goes to queue 
2.    Set Pega Softphone to available 
3.    Call received, line icon flashes red and interaction starts in Pega 
4.    Finish Interaction in CPM 
5.    Line icon still flashes red, no hangup option available 
6.    Wait for 2-3 minutes 
7.    Hangup from Avaya AIC 
8.    Clicking on line icon has no effect 
9.    Select logoff. Requestor and CTILink are now unresponsive.

Root Cause

This is a defect which only occurs when using Avaya JTAPI SDK is a 5.x version.


If using Avaya JTAPI SDK is a 5.x version with PegaCALL 7.1.3, install HFix-23054.
Suggest Edit

Published July 24, 2015 - Updated October 8, 2020

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