Max Holding Calls passed safeguard failure in TIAL Avaya/TIAL Avaya TSAPI integrations
| Issue date | November 18, 2015 | |
| Observed behavior | In Callback integrations using Incoming Extensions, Treatment Type 1 and TIAL Avaya or TIAL Avaya TSAPI, the Max Holding Calls Passed safeguard does not function. Holding call data remains in the system which can inflate EWT and stop the dialing of callbacks. | |
| Products and versions affected | VHT Callback version 8.0.0-8.4.0 | |
| Components affected | All | |
| Applications affected | All | |
| Severity | Major | |
| Root cause | The Max Holding Calls Passed value of holding queue calls is not being incremented when these calls are passed over. Calls are passed over when the answer or abandon event for that call is missed (link to the switch is lost, etc.). Since these values are not incremented, the Max Holding Calls Passed safeguard is not initiated. | |
| Resolution | None. | |
| Expected availability | Callback version 8.4.1 | |
| Workarounds | None. | |
| Defects related to this issue | 107754176 | In Callback integrations using Treatment Type 1 with TIAL Avaya and TIAL Avaya TSAPI, the Max Holding Calls Passed safeguard does not functions. |
