Multiple calls with the same RefID resulting in stuck calls

Issue date May 17, 2016
Observed behavior In Callback integrations using more than one Avaya AES TSAPI CTI link, stuck calls are created when multiple calls with the same Avaya RefID are present in Callback at the same time.
Products and versions affected VHT Callback version 8.0.4-8.5.1
Components affected All
Applications affected All
Severity Major
Root cause In Callback integrations using more than one Avaya AES TSAPI CTI link, stuck calls are created when multiple calls are assigned the same Avaya RefID at the same time. These calls with the same RefID cause stuck calls because the call_ID/RefID association is removed from the original call leaving it to get stuck in a queue and not get removed until it times out.
Resolution Update Callback to handle multiple calls with identical RefIDs
Expected availability Callback version 8.5.2
Workarounds None.
Defects related to this issue 119310429 In Callback integrations accepting calls from multiple TIAL Avaya TSAPI connections, these calls are sometimes assigned identical RefIDs resulting in stuck calls that are not removed until they time out.