Field Notice: FN - 72565 - CTI Channel Is Not Recreated After Xsi-Events Application Revert/Upgrade Which Causes Missed Notifications - Workaround Provided

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Updated:March 20, 2023

Document ID:FN72565

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	13-Mar-23	Initial Release

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	Base Software	RI	RI.2020.07, RI.2020.08, RI.2020.10, RI.2020.11, RI.2020.12, RI.2021.01, RI.2021.02, RI.2021.03, RI.2021.04, RI.2021.05, RI.2021.06, RI.2021.07, RI.2021.08, RI.2021.09, RI.2021.10, RI.2021.11, RI.2021.12, RI.2022.01, RI.2022.02, RI.2022.03, RI.2022.04, RI.2022.05, RI.2022.06, RI.2022.07, RI.2022.08, RI.2022.09, RI.2022.10, RI.2022.11, RI.2022.12, RI.2023.01, RI.2023.02	Cisco BroadWorks Release Independent

Defect Information

Defect ID	Headline
CSCwe46076	CTI channel not recreated after Xsi-Events application revert/upgrade causing missed notifications

Problem Description

The Computer Telephony Integration (CTI) channel is not recreated after the Xsi-Events applications are reverted or upgraded, which causes missed notifications.

Background

When you upgrade or revert an Xsi-Events application (Xsi-Events-23, Xsi-Events-24 or Xsi-Events-25) on the Application Delivery Platform (ADP) without an upgrade or restart of the ADP afterwards, any previously established CTI connection stays alive without notification that the underlying System Channel is no longer valid.

This causes client applications that use the CTI connection to no longer receive notifications, which includes presence and call history used by Webex for BroadWorks. This issue affects all integrations that use CTI, not only Webex for BroadWorks.

Problem Symptom

The impact of this issue is that client applications that use CTI and expect notifications will no longer receive notifications over a CTI connection established prior to upgrading or reverting the Xsi-Events application.

Workaround/Solution

Workaround

Restart BroadWorks on the ADP after you upgrade or revert the Xsi-Events application.

As the Application Server (AS) is upgraded while locked, and unlocked after starting, the AS should be restarted while unlocked in order to ensure that the System Channels are re-established properly on the unlocked AS.

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:

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