Common Issue with Calls not showing in CT Suite Web Client

Common Issue with Calls not showing in CT Suite Web Client

The issue behaves in the following way.
  • User will get a call and it will be ringing at their hard phone but the call will not show in the CT Suite Web Client.
  • The issue seems to be on the Avaya AES side where it stops sending CT Suite events related to an agent’s telephone station.
  • If the user were to answer the phone and then refresh their web client, the client would get an accurate snap shot of the hard phone and when it came back from the refresh, it would show the line 1 active. 

 

The attached doc shows the steps to take in the customer AES in order to fix this issue. After taking these steps, the Device manager will see that the devices have been unmonitored in the AES and it will force Device Manager to refresh its monitor on stations. This doesn’t require a restart of the CTS Device Manager service but there will be a brief time ~5-10 seconds where user stations won’t be monitored. This approach works well for circumstances where you need to get it working in the middle of the day. Since no restarts of any services needed, this is the best fix for that. If you wanted to wait till after hours, a restart of the Device Manager will fix the issue as well.

Fix to resolve AES not sending events to DMCC session. (Issue seen with Wichita Email users)
First make sure that the extension in CT Suite Web Client matches the hard phone that you are sitting next too. Once that is confirmed, you can try and find the Device Manager Service that the station is associated with. Here is how to do that..

1. Log into the AES in question.
2. Select Status>Status and Control>DMCC Service Summary
3. Click on one of the session IDs for the CT Device Manager Server. If there are multiple, click on one and then search through that list of stations by doing a ctrl+F in your browser. If you don’t find it on the first page, scroll to the bottom and go to page 2 and then the next page… 
4. Once you found the Session that has the station that is problematic, go back to the DMCC Service Status page. Select the Device Manager Service row on the left as shown below.
5. Once you have checked the session associated with the DM that is problematic, select the “Terminate Sessions” button at the bottom. 
6. This will temporarily kill all the associations, but the active associations will be rebuilt within ~10 seconds.
7. Once this has been done, you can have the user try again and see if they are able to see the calls ringing into their station.
























Notes:
It is not service affecting and the DMCC registrations will get rebuilt automatically.