SMS API

Issue Description:

After AES being upgraded to TLS1.2, AES could not establish connection to application server due to which TMAC wallboard is not shown.

Steps to Check:

* Check in SMSAPI logs for the below error.

SSL/TLS secured connection could not be established.

Resolution:
* We need to enable PKCS Cipher in RegEdit < REGISTRY - Hkey Local Machine / system - Current control set / control / security providers / schannel / Key Exchange Algorithms / PKCS >
* Double click on the Enable and Enter < ffffffff > and select Hexadecimal and then press 'OK'.

* Reboot the Application Server.

• Go to TSMSAPI configuration file and look for below key,

• Make sure value of ConsiderAgentIdAsSkill is configured to true.
• After any modifications done in configuration file, a restart of the TSMSAPI service is required.

Issue Description:

The issue is observed in the TSMSAPI log file when a request made to get agent details.

Resolution:

As the error message from AES web service SMS API clearly says, the agent id record is not in the CM dial plan.

This implies the agentId “469” parameter that is been passed with the GetAgent method call is invalid.

To verify this, login to CM using putty. Run command “display dialplan analysis”, below screen will be shown.

CM Screen showing dial plan analysis

Check if the dial-plan is correct. If we want to take this as an example,

• requested agentId is 469
• But in the CM dialplan we don’t see any dialplan as such. i.e. number starting with 4 and having total length 3. According to the above CM screen, Number starting with 4 must be of total length 5, else it will be considered as invalid.

To solve this issue, there are only two approaches, they are,

• Change or Add a new dialplan.
• Pass correct agentId to SMSAPI application.

Issue Description:

This error will be seen if the TSMSAPI application and AES SMS API website are trying to communicate with different protocols.

Resolution:

This occurs when TSMAPI is not configured properly.

• Open TSMSAPI configuration file and look for the below configuration key,

TSMSAPI config file

• As shown in the above screenshot, highlighted keys are to be configured as shown.
• When this issue occurs make sure that SslVersion is configured with value TLS and SoapVersion must be configured with value Soap12. This must resolve the issue.

Issue Description: 

The issue occurs due to the transport layer level configuration mismatch between two machines (TSMSAPI hosted machine and AES hosted machine).

Resolution:

The first thing to check is what transport layer security system is enabled in hosting machine.

If not sure how to check, please follow instructions as below,

• Download a tool called IIS Crypto from here https://www.nartac.com/Products/IISCrypto/Download
• Double click on the downloaded file IISCrypto.exe, it will open up a window as shown below.

IIS crypto dashboard page

• Enable or disable protocols by checking/unchecking the respective checkboxes. Then click on Apply. A restart of the machine is required in order to reflect the changes made to the system. [Note: Not adviced to perform on production systems]

The machine hosting TSMSAPI application must be at-least configured for ssl3 or Tls.

Avaya AES web services support only TSL1.0 or below.  So, please make sure you have not configured either TLS1.1 or TLS1.2 as a value for configuration key “Sslversion”  in the TSMSAPI applications configuration file (key and value shown below). Allowed values are Tls or Ssl3.

    <!--Tls,Ssl3-->
    <add key="SslVersion" value="Tls"/>

This must resolve the issue.

This issue is possible to occur when path to Avaya's SMS API web service certification file path is been configured incorrectly.

Follow below two steps to solve this issue.

• Open SMS API application configuration file and verify the path configured for the config key “CertificateFile” is a valid path.

    <add key="CertificateFile" value="D:\Products\MyBucket\TSMSAPI\smsxml.cer"/>

• Navigate to the above-configured path and confirm if the certificate file is present. If not present request for the valid file from Avaya.

Issue Description: Error message from SMS API while making API calls.

Resolution: TSMSAPI will check for secondary AES URL configured when the primary is not reachable, the application will log this error message when the AES SMS API secondary URL is not configured in the applications config file or if it is configured incorrectly.

Please check if the below config key is present in the TSMSAPI applications configuration file if not present go ahead and add this config key.

AES SMS API webservice secondary URL config key

If it is already configured, verify whether the configured AES SMSAPI service URL is up and running. To verify, copy the URL and paste it in browser address, on run below screen will appear which confirms service is running and reachable.

Browser display on running SMSAPI URL

The above configuration must resolve this issue.

Troubleshooting Steps:

• If Communication Manager was not licensed, when SMS API tries to connect it will fail and each failure may consume a license for about 30 minutes hold period.
• Try telnet to CM machine and check if you can see license related message , Try reloading the license file.
  • telnet <CM IP> <Port>
• If above step fails to give license status, try logging into CM web.
  • To login to CM web, just type CM ipaddress in the browser and login using CM username and password.
  • After login, click on Licensing under Administration tab and then click on License status.
• Wait for max 30min hold time to release license or last connection sessions.

Issue Description: General error message from Avaya’s SMSAPI while querying for certain requests.

Troubleshooting Steps: This error occurs when AES is down or there are no more connections left in CM to serve the new request from SMSAPI. Follow below guidelines as troubleshooting steps,

1. Check if AES is up and running and is reachable from SMSAPI hosting application. To check reach-ability,
   • Open windows command prompt and execute PING command. “ping <ipaddress>”
   • Try TELNET to CM command “telnet <cmipaddress> port”. Port will be usually 5022.
2. Check if CM has valid license or is expired. Usually telnet output will show message if license is invalid.
3. Check how many connections can CM take at a time.
   • Use tool putty to check number of current logins to CM.
   • CM Command to do same is “status logins”.
4. If max number of connections are utilised, then either wait for 30 minutes to free up the connections or request users to logout from CM. We can also do force logout using CM command “Reset login-Id (no)”.
5. If still not able to connect, please check AES version, recommended AES version to use is 7.1.3 since in older versions of AES, session release was not handled efficiently.

Issue Description:

This particular error occurs only when SMSAPI's  connection type is configured to "CM".

Troubleshooting steps:

• SMSAPI web-service from Avaya must be up and running. Try below method to do same,
  • Run provided SMSAPI service URL in browser and observe if output is similar to screenshot shown below,
• Both AES and CM must be up and running. Server hosting SMSAPI service should be able to reach CM and AES server.
  • To verify, Open windows command prompt and execute PING command to AES and CM machine.
    • ping <server-ip-address>

Issue Description:

This particular issue occurs when SMSAPI application tries to query a command called list.

example: list skill, list agents. Please note: error with code starting with "failed: xxx" will be generally from Avaya's SMSAPI web-service                      standard error code with message.

Resolution:

As error message implies, this issue clearly says that the user account used in SMSAPI doesn't have access to list command.

As a resolution step, Login to CM in browser and check type of user account that is being used in SMSAPI application.

If user type is "Unprivileged Administrator" then we will get this error. To eliminate this , we must use "Privileged Administrator" .

Below are some screenshots for better understanding.