Double Call Logging In Cradle To Grave

Issue Description

A customer was seeing calls duplicated within Cradle to Grave (C2G). Even though all of the call data was the same, C2G was listing two separate phone calls.

Cause

This is caused by the settings.xml file being saved before the Call Monitor is logging from the IPO, thus creating two Call Monitors and duplicate calls.

Resolution

Restart services and wait for the Call Monitor to start before saving any settings.

Steps to diagnose

1. Navigate to the tomcat log of Chronicall/ACR
   • E.g.

     • C:\Program Files\Avaya Call Reporting\tomcat\logs

     • /var/lib/Chronicall/tomcat/logs

2. Open the most recent tomcat start log
   • It should be the most recent file with start.log at the end of it
     
     
3. During startup, you will see a message similar to this:

   • 2021-01-21 18:03:34.280 Verifying settings.xml... (ChronicallConfigurationManager.java:208) passed.
     2021-01-21 18:03:34.280 settings.xml: C:\Program Files\Avaya Call Reporting\settings.xml (ChronicallConfigurationManager.java:215)
     [SETTINGS] <?xml version="1.0" encoding="UTF-8"?>
     [SETTINGS] <configuration>

4. If someone then saves the settings.xml file, it can cause a message similar to the following

   • 2021-01-21 18:05:58.112 Received request to save settings from: [user: System Administrator, loginName: Administrator, email: null] (SettingsServiceImpl.java:287)
     2021-01-21 18:05:58.433 settings.xml: C:\Program Files\Avaya Call Reporting\settings.xml (ChronicallConfigurationManager.java:215) passed.
     [SETTINGS] <?xml version="1.0" encoding="UTF-8"?>
     [SETTINGS] <configuration>

5. And if that happens before you see the 'Logging is ready' message below, then you will end up with 2 Call Monitors and double call logging

   • 2021-01-21 18:06:28.692 Logging is ready for system 1 (RealtimeServiceImpl.java:89)
     2021-01-21 18:09:10.910 Logging is ready for system 1 (RealtimeServiceImpl.java:89)

     • Two "Logging is ready for system 1" = two Call Monitors
6. You can also verify this in the events log
   1. Navigate to the logs folder
      • E.g.

        • C:\Program Files\Avaya Call Reporting\logs

        • /var/lib/Chronicall/logs

   2. Open up the events log, not the call_center log
      
      
      
      
   3. Compare the device-call-ids and the global-call-id of your duplicated calls
      • E.g.

        • <chronicall-event device-call-id="2-5169" event="Receiving Drop" final="true" global-call-id="593073" id="-1" switch-call-id="5659" system="1" triggering-event="415770">
          <caller>915558675309</caller>
          <receiver>ASantana(4175)</receiver>
          <start>2021-01-22 10:41:15.059</start>
          <end>2021-01-22 10:41:15.059</end>
          <device-call-ids>1-33955,2-5169</device-call-ids>
          </chronicall-event>

        • <chronicall-event device-call-id="2-5169" event="Receiving Drop" final="true" global-call-id="593074" id="-1" switch-call-id="5661" system="1" triggering-event="415769">
          <caller>915558675309</caller>
          <receiver>ASantana(4175)</receiver>
          <start>2021-01-22 10:41:15.059</start>
          <end>2021-01-22 10:41:15.059</end>
          <device-call-ids>1-33955,2-5169</device-call-ids>
          </chronicall-event>

   4. If you see two drop events that have different global-call-ids but the same set of device-call-ids, then you have Call Monitor duplication

NOTE: This issue is normally only seen during service restarts, however, if you save out settings twice in a row that require a restart of the Call Monitor then it could occur as well

• E.g.
  
  • Adding a new PBX site to Chronicall/ACR or changing the IP address of the PBX within Chronicall/ACR.