TAPI Issue When Running Chronicall On Mitel MiVoice Connect

Issue

Several Xima Software customers running Chronicall on the Mitel MiVoice Connect platform have experienced a serious issue where the Mitel TAPI stops sending data to Chronicall. Chronicall no longer receives data but is still properly connected to the TAPI. Chronicall has no way of identifying that any error occurred and can’t alert the user that there is an issue.

Mitel is aware of the issue and with the help of their partner-facing article "How to Determine Whether the Microsoft TAPI Defect has Occurred", they have created a patch to help mitigate the problem. 

Steps to move forward

• The patch was only offered on R19.1-SP2, 22.11.9300.0, and R19.2, 22.13.4800.0, with the code changes being permanently added into R19.2-SP1, 22.18.4600.0
• If you need this build please reach out to Mitel or your partner to get updated

Remaining Issues

• Due to the nature of the patch being a restart of the TAPI service, Chronicall and other applications that rely on a steady TAPI connection will still be affected
  • As it stands, the TAPI service can still fail, but it will be restarted within 5 minutes automatically
    • When this happens, Chronicall and other applications are unable to automatically reconnect and receive data, which will result in further data loss
• Our developers here at Xima are hard at work trying to find the best possible solution to getting us logging again when this happens and this article will be updated with those results.

Currently, we recommend that customers who are affected by this issue reach out to Mitel to receive the patch and to consider a nightly restart of Chronicall services to help mitigate data loss in the event of a TAPI restart.