moh off announcement board: here there be tygers

[nohuhu]

a warning to all: using moh off announcement board may give unpredictable results with any tsapi cti application. the problem is, when an agent (or an user) puts a call on hold (or transfers, conferences...), system sends a csta delivered event with announcement extension number, regardless of aes settings. this creates a situation when a call is being connected to two unmonitored endpoints, trunk and announcement, and your cti application may go crazy over that. nice cls does.
i see this problem with cm 3.0.1 and aes 3.0, don't know if it can be replicated with latest versions, we're working in our lab on that.

 

[ccombe]

Thanks for the warning.

We experienced this problem in 03/06 when we tried this new feature after upgrading to CM 3.0. Because of this issue, we chose to revert to the old CD players for system MOH.

We have since upgraded to CM 3.1.2 and are going to try to schedule within the next couple of weeks a test with Avaya to determine if the problem exists on this load, and if so, to capture the event details to see if Avaya can fix.

We aren't using AES. We are running ACT 1.3.03.0 and a home-grown CTI app.

What's your current status of testing?

Do you know if anyone @ Avaya is aware and actively addressing this issue (the Avaya engineer we spoke to this week was not aware of the issue)?

 

[nohuhu]

ccombe,

sorry i didn't posted an update to this case. the problem was solved, avaya developed a patch for us and we're using it since then without any problems. however i don't know if it gone into official patch line or not. contact your technical support and request cumulative patch 12556 if you're running cm 3.0.1 or any patch that includes 12552 for your cm version.

 

[ccombe]

Thanks. I'll check w/Avaya and post results.