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Cisco Unified Intelligent Contact Management Enterprise

FN - 62859 - Cisco Unified Intelligent Call Manager (ICM) Avaya Application Enablement Server (AES) Not Allowing Additional Connections


Revised November 4, 2009

July 26, 2007

NOTICE:

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Products Affected

Products Affected

Cisco Unified Intelligent Contact Management (ICM) Enterprise - 7.2.1

Problem Description

When a duplex Avaya Agent Routing Service (ARS) Peripheral Gateway (PG) is deployed, the Avaya Application Enablement Server (AES) will not allow additional Computer Telephony Integration (CTI) connections from other applications.

Background

The standby side of an Avaya ARS peripheral gateway periodically tries to connect to the same CTI links as the active side. A connection is established but the peripheral gateway does not close the connection when the AES Server reports another application already has control of routing on those links. Eventually, all CTI connections are used up on the AES Server and no other CTI connections are allowed.

Product

Version

Tested (Y/I*)

Components Tested

Cisco Unified Intelligent Contact Manager Enterprise

7.2(1) ES2

Y

Avaya Agent Routing Integration (ARI)

* Testing Disposition

I - In Progress (indicating that testing is in progress and will be updated when complete)

Y - Yes (tested)

NA - Not Applicable (none of the security updates are being tested because of a "Not Applicable" or "Deferred" assessment)

Problem Symptoms

CTI applications cannot connect to the Avaya AES Server.

Workaround/Solution

Solution: Install 7.2(1) ES2 on all of the Avaya ARS PGs.

This engineering special can be found at: ICM7.2.1_ES2.exe.

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS

Description

CSCsj68476 (registered customers only)

Duplex PG Causes Avaya AES Server To Not Accept CTI Clients

Revision History

Revision

Date

Comment

1.1

November 4, 2009

Added table under Background section; updated link for engineering special under Workaround/Solution; added Additional Information with link to access bug toolkit.

1.0

July 26, 2007

Initial Public Release

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

Additional Information

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Log on to: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl

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