Product Support Notice

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1 Product Support Notice 2009 Avaya Inc. All Rights Reserved. PSN # PSN002461u Original publication date: 6-Jul-09. This is Issue # 01, published date: 6- Severity/risk level Medium Urgency When convenient Jul-09. Name of problem Application Enablement Services (AES) Patch 3. Products affected Application Enablement Services (AES) Problem description The following issues have been resolved for the DMCC Service: Issue AES299374: Previously, if two applications were invoking GetCalInformation at the same time, with the same invoke ID; it was possible to experience a race condition whereby one of the applications would not receive a response to their request. This could happen in the case of a duplicated application with two instances, each of which is always invoking the same requests as a result of receiving the same events. Issue AES298356: Previously, in certain cases with calls involving more than two parties, DMCC would incorrectly process a snapshot call response and throw an Exception. This Exception was not handled cleanly, and all Call Control monitors would be lost as a result of this error. The application would also never see the Snapshot Call response and would timeout. Issue AES283813: Previously, when an Active/LDAP directory contained invalid UTF-8 for a number of phone numbers, the DMCC service CstaPacketFormat.decode would throw a PacketDecodeException. Since DMCC did not know the type of the message sent by the client, DMCC would not send a response and the request is timed out. Issue AES : Previously, AE Services 4.x did not support SIP UPDATE message. Beginning with AE Services Patch 2, AE Services will support SIP UPDATE message with Microsoft OCS 2007 R2 integrations. Microsoft OCS 2007 R2 uses the SIP UPDATE message rather than RE-INVITE to refresh its session resulting in sessions expiring within 30 minutes. The following issues have been resolved for the TSAPI Service: Issue AES231669: Within the TSAPI Service, an audit occurs at regular intervals. If this audit determines that there is a problem processing requests for one of the TSAPI CTI links, it will reject any outstanding requests for that CTI link. Previously, these outstanding requests were rejected with CSTA Universal Failure error RESOURCE OUT OF SERVICE. Now these outstanding requests are rejected with CSTA Universal Failure error RESOURCE LIMITATION REJECTION. Issue AES236163: Previously, in some scenarios, the TSAPI Service could generate a segmentation fault when releasing a license. Issue AES242446: Previously, in some scenarios, TSAPI Snapshot Call service would indicate that the local connection state of an alerting bridged appearance was CS_NULL when it should have indicated that its connection state was CS_ALERTING. Issue AES110702: Previously, in some predictive call scenarios, the TSAPI Snapshot Call service would not return all of the parties on the call.

2 Issue AES230554: Previously, in some single-step transfer call scenarios involving stations with bridged appearances, the TSAPI Service would provide the wrong calling device in TSAPI events. The Single-step transfer call service is used by Microsoft Office Communicator with Live Communications Server or Office Communicator Server integration Issue AES231659: Within the TSAPI Service, CRITICAL error message "cannot get memory from msg heap" was changed to a WARNING error message and the text was updated to be: "there is not enough space available in the message buffer for event <event-classname>(<event-class>) <event-type-name>(<event-type>). Issue AES109060: Previously, in some scenarios involving stations with bridged appearances, it was only possible to perform a "single" single-step transfer operation; subsequent single-step transfer operations would fail. The Single-step transfer call service is used by Microsoft Office Communicator with Live Communications Server or Office Communicator Server integration. Issue AES243144: Previously, in some scenarios, the TSAPI Snapshot Call service would indicate that the local connection state of a party on the call was CS_NONE when it should have indicated that its connection state was CS_CONNECTED. Issue AES125209: Previously, the TSAPI Service would indicate that the reason for Original Call Information in an event was OR_NEW_CALL when there was no Original Call Information in the event. Now the TSAPI Service indicates reason OR_NONE when there is no Original Call Information in an event. Issue AES086503: Within the TSAPI Service, sometimes Conference events generated for a single-step conference operation with a predictive call did not contain all of the connections participating on the call. Issue AES123929: When message tracing is enabled for the TSAPI Service, the TSAPI Service now includes the private data associated with an ACS Open Stream or ACS Open Stream Confirmation event in the trace output. Issue AES231646: The TSAPI Service no longer generates the following WARNING messages: Undocumented ASAI cause (0,29) for C_DENIAL(6). Undocumented ASAI cause (0,29) for C_DROP(4). Undocumented ASAI cause (0,41) for C_VQ_CONF(33). Issue AES247122/AES251090: Previously, the TSAPI Service would not always provide the correct Universal Call ID (UCID) in TSAPI events after a call had been conferenced or transferred. Issue AES112059: Performance of the TSAPI Service has been improved for service requests that do not require a license Avaya Inc. All Rights Reserved. Page 2

3 Issue AES278968: Previously, in some call scenarios, the TSAPI Service would incorrectly report the Local Connection State of some call parties as CS_ALERTING (Alerting) instead of CS_NULL (bridged). Issue AES282714: Previously, in some transfer and conference call scenarios, the TSAPI Service did not correctly indicate the existence of some bridged parties on the call. Issue AES251465: Previously, the Universal Call ID provided in the TSAPI Delivered event resulting from a Single Step Transfer service request was incorrect. Issue AES276937: The TSAPI Services uses a new mechanism to control how its threads are scheduled to run. Issue AES283359: Previously, the TSAPI Service would log the warning message "sendtolink:asai_send() failed, asai_errno= -4" when this warning was not appropriate. Issue AES294489: Within the TSAPI Service, trace messages related to the delivery of private data PDUs have been improved. Issue AES300135: Previously, under some scenarios, the TSAPI Service would generate a segmentation fault during shutdown. Issue AES300137: The TSAPI Service has been enhanced to allow a pool of TSAPI user licenses to be reserved during startup. Reserving user licenses at startup can significantly improve the performance of the TSAPI Service in some customer environments. Issue AES285436: Previously, on SIP trunk, far-end redirection caused Communication Manager to change trunk party IDs that caused G3PD to send the Delivered event to the wrong party. Issue AES342234: Previously, a duplicate key database insertion error sometimes occurred when processing a "User Status" request from the TSAPI Service Details OAM page. Issue AES304235: Previously, the agent event filters for a cstamonitordevice() request were not always set correctly. Issue AES302436: Within the TSAPI Service, trace messages related to the delivery of private data PDUs has been improved. Issue AES304237: Previously, when message tracing was enabled for the TSAPI Service, it was possible for the TSAPI Service to crash when tracing the confirmation message for an extension status value query. The following issues have been resolved for the CVLAN Service: Issue AES245228: Previously, OAM CVLAN test did not display results for a specific link Avaya Inc. All Rights Reserved. Page 3

4 Issue AES123884: Previously, the CVLAN Service would generate a segmentation fault when the "ntpd" daemon reset the time on the AE Server backward by 1 hour. Issue AES : Previously, if the CVLAN Service was not able to contact WebLM after a reboot of the AE Server, the CVLAN Service would go offline. The following issue has been resolved for the DLG Service: Issue AES87966: Previously, if the DLG Service was not able to contact WebLM after a reboot of the AE Server, the DLG Service could default to a 30 Day Temporary license. The following issue has been resolved for the ASAI Link Service: Issue AES286997: Previously, the ASAI Link Service was aging Call Reference Values too quickly. This caused the ASAI Link Service to generate a segmentation fault when it received a message from Communication Manager associated with a Call Reference Value that had been marked as 'stale'. Resolution Install Patch 3 for AES Workaround or alternative remediation n/a Remarks 1. Which AE Services rpm/s is updated by AE Services Patch 3? mvap-platform noarch.rpm mvap-callcontrol i386.rpm mvap-services noarch.rpm (only for Bundled Server) tzdata-2008i-1.el4.noarch.rpm (only for Bundled Server) 2. Are there new features or enhancements included in AE Services Patch 3? Beginning with AE Services Patch 2, AE Services will support Microsoft Office Communication Server 2007 R2 integration. 3. What must application suppliers do to be compatible with AE Services Patch 3? (Recompile, re-link and so on.) Patch 3 is fully compatible with AE Services 4.x.x Clients and SDKs. 4. Is applying this patch service affecting? The Application Enablement Server will be out of service for 20 to 30 minutes while the patch is being applied. 5. With which Application Enablement Services release(s) is Patch 3 compatible? AE Services and AE Services Patch Is AE Services Patch 3 cumulative? AE Services Patch 3 contains all the fixes delivered with Patch 1 and Patch Can AE Services Patch 3 be installed on Application Enablement Services 3.x, 4.0, 4.01, and 4.2 servers? No. AE Services 3.0, 3.1, 3.1.x, 4.0, 4.1 and 4.2 must first be upgraded to AE Services 4.2.1, only then can Patch 3 be applied Avaya Inc. All Rights Reserved. Page 4

5 8. What are the CM requirements for Application Enablement Services Patch 3? AE Services Patch 1 supports CM 3.x.x or higher. Certain functionality on AES requires CM versions later than CM 3.x Patch Notes The information in this section concerns the patch, if any, recommended in the Resolution above. Backup before applying the patch Please take a backup of AE Services database before applying AE Services Patch 3. Follow these steps to back up the AE Services database: 1. From your browser, log in to AE Services OAM. 2. From the main menu, select CTI OAM Administration to access the CTI OAM home page. 3. From the CTI OAM home page, click Maintenance > Backup Database. AE Services backs up the database, and displays the Database Backup page, that displays the following message: "The backup file can be downloaded from here." 4. Click "here" link. A file download dialog box is displayed, that allows you to either open or save the backup file (Named as: mvapdbddmmyyyy.tar.gz, where ddmmyyyy is a date stamp). 5. Click Save, and download the backup file to a safe location that the upgrade will not affect. For example, save the file to your local computer or another computer used for storing backups. Download To download the patch, go to and navigate to AE Services File name 20.5patch3.zip 20.5patch3SoftOnly.zip File size 70.0 MB (73,491,799 Bytes) 68.9 MB (72,281,714 Bytes) MD5 Sum 6cb488c4edc5e4fddc11c99c206aaddf fab4dcbe7ab30196da2a5492d7918a7d The only difference between patch 20.5patch3.zip and patch 20.5patch3SoftOnly.zip is that the bundled version includes tzdata- 2008i-1.el4.noarch.rpm and mvap-services noarch.rpm, whereas the SWONLY version does not for those customers that manage their own OS libraries. Before you start with the installation of the Patch, check the md5 checksum of the file. Run the following from the command line: md5sum 20.5patch3.zip (for Bundled Server) md5sum 20.5patch3SoftOnly.zip (for SWOnly) If the MD5 checksum does not match what is stated above, do not proceed with the installation of the patch. Download the patch and check the MD5 checksum again. Patch install instructions Patch Installation Instructions (Bundled Server): 1. Login as sroot. 2. Copy 20.5patch3.zip to /tmp directory on the Application Enablement Server. 3. Run the following from the command line: cd /tmp update -u --force 20.5patch3.zip 4. Follow the on-screen instructions. Service-interrupting? Yes 2009 Avaya Inc. All Rights Reserved. Page 5

6 After applying Patch 3, reboot the AE Server. The patch 20.5patch3.zip was specifically built for AE Services Bundled Servers; however it can be safely utilized by AE Services SWOnly as well, unless they have already been updated with tzdata-2008i- 1.el4-noarch.rpm, in that case they require the specific SWONLY Patch version 20.5patch3SoftOnly.zip instead. Patch Installation Instructions (SW Only): 1. Login as root. 2. Copy 20.5patch3SoftOnly.zip to /tmp directory on the Application Enablement Server 3. Run the following from the command line: cd /tmp update -u 20.5patch3SoftOnly.zip 4. Follow the on-screen instructions After applying Patch 3, reboot the AE Server. Post Patch Installation verification: 1. Login as sroot or root (bundled / swonly). 2. Run the following command to verify the installation of Patch 3: swversion The swversion command should return one of the following ************* Patch Numbers Installed in this system are ************* *********************************************************************** or ************* Patch Numbers Installed in this system are ************* 1 3 *********************************************************************** or ************* Patch Numbers Installed in this system are ************* 2 3 *********************************************************************** or ************* Patch Numbers Installed in this system are ************* 3 *********************************************************************** The patches listed are the ones which were actually installed on the system, although the resulting system is the same, since both Patch 2 and Patch 3 are cumulative. 3. Log into AE Services OAM. 4. On the OAM home page, click CTI OAM Administration. 5. On the CTI OAM home page, verify that all previously licensed services are running. 6. Validate the server configuration data, as follows: From the CTI OAM home page, click Administration/. Next, click Network Configuration> Under Local IP, verify that the settings are correct. Under NIC Configuration, verify that the settings are correct. Under Ports, verify that the settings are correct. 7. Check all of the remaining OAM pages listed under Administration. Verify that the information is complete and correct. This completes the installation of Patch 3. Follow the procedure only if the AE Server configuration data has changed. Follow this procedure to restore the database: 2009 Avaya Inc. All Rights Reserved. Page 6

7 1. From the CTI OAM main menu, select Maintenance > Restore Database. OAM displays the Restore Database Configuration page. The initial state of the Restore Database page provides you with two basic functions: Text box with the Browse button, which provides the means to select a backup file to use for the Restore process. Alternatively, you can type a fully qualified name of the backup file in the text box. Restore button, that starts the Restore process 2. Click Browse and locate the AE Services database backup file that you intend to use (For example: mvapdb tar.gz). 3. Click Restore. OAM redisplays the Restore Database Configuration page, with the following message. "A database restore is pending. You must restart the Database Service and the AE Server for the restore to take effect. To restart these services now, click the Restart Services button below." 4. Click Restart Services. AE Services restarts the Database Service and the AE Server, thereby completing the Restore process. Verification The verification procedure is described within the "Patch Install Instructions" section. Please make sure the patch was successfully applied before considering the Database Restore Failure n/a Patch uninstall instructions Follow the Patch Uninstall Instructions: 1. Login as sroot or root (bundled / swonly). 2. Run the following from the command line: update -e 3 3. Follow the on-screen instructions. Do I have to perform any additional steps if I am uninstalling the patch? Yes, if you are uninstalling the patch you must re-link the old libldap libraries by doing the following: cd /usr/lib rm libldap-2.2.so.7 ln -s libldap-2.2.so libldap-2.2.so.7 If you have used the bundled version of the patch on a SWOnly system, the un-install does not get rid of the tzdata rpm, so any later reinstall requires the swonly version of the patch. Security Notes The information in this section concerns the security risk, if any, represented by the topic of this PSN. Security risks n/a Avaya Security Vulnerability Classification Not Susceptible Mitigation n/a 2009 Avaya Inc. All Rights Reserved. Page 7

8 For additional support, contact your Authorized Service Provider. Depending on your coverage entitlements, additional support may incur charges. Support is provided per your warranty or service contract terms unless otherwise specified. Avaya Support Contact Telephone U.S. Remote Technical Services Enterprise U.S. Remote Technical Services Small Medium Enterprise U.S. Remote Technical Services BusinessPartners for Enterprise Product BusinessPartners for Small Medium Product Please contact your distributor. Canada Caribbean and Latin America Europe, Middle East, and Africa Asia Pacific Disclaimer: ALL INFORMATION IS BELIEVED TO BE CORRECT AT THE TIME OF PUBLICATION AND IS PROVIDED AS IS. AVAYA INC., ON BEHALF OF ITSELF AND ITS SUBSIDIARIES AND AFFILIATES (HEREINAFTER COLLECTIVELY REFERRED TO AS AVAYA ), DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND FURTHERMORE, AVAYA MAKES NO REPRESENTATIONS OR WARRANTIES THAT THE STEPS RECOMMENDED WILL ELIMINATE SECURITY OR VIRUS THREATS TO CUSTOMERS SYSTEMS. IN NO EVENT SHALL AVAYA BE LIABLE FOR ANY DAMAGES WHATSOEVER ARISING OUT OF OR IN CONNECTION WITH THE INFORMATION OR RECOMMENDED ACTIONS PROVIDED HEREIN, INCLUDING DIRECT, INDIRECT, CONSEQUENTIAL DAMAGES, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE INFORMATION PROVIDED HERE DOES NOT AFFECT THE SUPPORT AGREEMENTS IN PLACE FOR AVAYA PRODUCTS. SUPPORT FOR AVAYA PRODUCTS CONTINUES TO BE EXECUTED AS PER EXISTING AGREEMENTS WITH AVAYA. All trademarks identified by or TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners Avaya Inc. All Rights Reserved. Page 8