Error on TRANSFER operation Invalid HELD connection - UCCE CTIOS Tool Kit

[Shalid Kurunnan Chalil]

guys, 

agents are using CTIOS Toolkit and ucce version 10+UCM 10

For those agents who are using ctios tool kit to transfer call via cti route point getting below error for final leg in consult transfer.

Agent A dialled CTI route point from CTIOS Tool kit and connected to Agent B

Agent A transfer original call to Agent B, but failed with below error.

eControlFailureConf ErrMsg:Error [13127]JTAPI Gateway - Error on TRANSFER operation Invalid HELD connection ICMEntUniqID:icm.151600.3310 DevUniqObjID:device.5000.61460)

do you guys have any idea about it? 

[Gergely Szabo]

Hi, I believe this must be related to permissions. Did you check whether the Agent A phones has the permission to call Agent B?

Also, is JTAPI plugin current?

Does it happen to all transferred calls?

G.

[Shalid Kurunnan Chalil]

Hi Gergely, 

Thanks for the response. but i dont think so. the agent can call another agent, and during the transfer scenario, agent is able to talk to another agent, but unable to transfer the original call to second agent and getting above error.

it occuring intermittently, some time the agent get below error;

Error [13123]JTAPI Gateway -  Error on SUPERVISE operation - Exception. 

@Siva, I send the logs to your email.,

Regards,

Shalid

[Gergely Szabo]

Is the JTAPI plugin current?

[Shalid Kurunnan Chalil]

i am sorry i didnt get your question?? 

if you are referring the jtapi in PG , then it is same version of cucm. 

[Gergely Szabo]

Can I see those logs as well? Would it be possible to attach them to this topic?

G.

[Shalid Kurunnan Chalil]

Please find agent, jtapi logs. Let me know if you required further logs. 

Ext: 61460
AgentID: 82181

transferred  agent ext: 61366.

when i checked the jgw logs, i could see multiple jtapi exception and when i checked the screen recordings of those calls, i can see that agents were trying mulitple time to transfer the calls and getting failed finally they succeed to transfer after multiple try. 

jgw1 Trace: Call to call[136066383].consult([62772,SEPXXXXXXXXX],62797) encountered exception.  com.cisco.jtapi.PlatformExceptionImpl: Could not meet post conditions of call.consult() 

I couldn't figure out why this is occurring. any idea??

Regards,

Shalid

[Shalid Kurunnan Chalil]

Experts, 

can anyone guide me further??  is there any way to troubleshoot it further.  

[Sivanesan Rathinam]

May I know the JTPAI Version which you installed 32 / 64 bit ??

[Shalid Kurunnan Chalil]

Siva, it is Cisco Jtapi 64 bit client.  UCM Version 10.0.1.10000

[Sivanesan Rathinam]

Shalid - Please send me logs to verify those.