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Cisco Bug: CSCta16148 - Established event not getting forwarded to EA PIM due to JGW Exception

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.2(7)

Description (partial)

Symptom:

The following exception in seen in jtapi gateway logs:

5:58:53 pg1A-jgw1 Fail: Assertion failed: ElemID.Get() Calling Device Type not present 
15:58:53 pg1A-jgw1 Trace: java.lang.Exception

15:58:53 pg1A-jgw1 Fail: EMSFail: Unable to serialize message: Calling Device Type: Required field missing.
 
15:58:53 pg1A-jgw1 Trace: java.lang.Exception 
15:58:53 pg1A-jgw1 Trace: 	at com.cisco.icr.ems.EMSFailMessage(Unknown Source) 

The above exception is fixed by CSCsl63396, but  there's a second condtion noticed that even with this defect resolved, the Established event is not being sent up to the PIM from JGW.

Condition:

IPCC 7.2.7

The call flow is as follows when the exception is seen

- CTIOS agent1 gets a CVP routed call. 
- The agent answers the call. 
- This agent then starts a consult transfer and dials CTI route point  
- ICM provides temp connect lable to CCM and the call is sent to CVP via h.323 trunk. CVP
processes the call and the call goes into the queue.
- Second agents, Agent2, goes ready and the call goes to this agent. Call is answered (auto answer) on the IP phone. But the CTIOS desktop is stuck in Reserved state the state of the call in 'Ringing.
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