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
- There is also a fix on the Chronicall side you can try, see the section below for Chronicall Workaround
- If you need this build please reach out to Mitel or your partner to get updated
- 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 as of builds 3.12.5cf and up
- When this happens, Chronicall and other applications are unable to automatically reconnect and receive data, which will result in further data loss
To enable this fix, navigate to SH Tapi Recovery Monitor the hidden advanced settings in Chronicall
NOTE: Reach out to our support team to get access to hidden Advanced Settings to have them make the change as there are some very sensitive settings on this page
- Update the following settings below after clicking on the (...)
- Tapi Recovery Enabled = True
- Path of Log to Monitor = default value or C:\Shoreline Data\Logs
- Prefix of Log to Monitor = Vmail
- Triggering String = default value or MS: TapiStatusCheck isTapiThreadStruck%1d 1
Seconds Between Trigger and Restart = 240
- NOTE: Reach out to our support team to get access to hidden Advanced Settings to have them make the change as there are some very sensitive settings on this page
Currently, we recommend that customers who are affected by this issue reach out to Mitel to receive the patch to the builds mentioned above, and another step you can consider is a nightly restart of Chronicall services via task manager to help mitigate data loss in the event of a TAPI restart.