HotFix KB404909 - Ports becoming stuck in Dialing or Ringing states

Article ID: 52563 - Last Review: April 11, 2018

PROBLEM

IVR Ports were becoming stuck in Dialing or Ringing states intermittently. 

SYMPTOMS

The port logs will show warnings/errors like the following:

Warning: 2017-Apr-27 17:01:06.137   Mitel.Routing.Mitel.Implementation.PlayPromptImplementation - Phone is NOT ready to play prompt - TX is closed, we will wait a max of 2500 ms for TX to open. (8601 - 192.168.1.23)
Error: 2017-Apr-27 17:01:09.230   Mitel.Routing.Mitel.Implementation.PlayPromptImplementation - TX is still NOT open after 2500ms. Playing Prompt anyway. (8601 - 192.168.1.23) 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.2.0. 

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.2.0 and HotFixes.
6. Download the MiCC HotFix KB404909.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB404909.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.
9. Wait for the repackager and client updates to complete.
10. Install the KB418119 Hotfix.  NOTE: Any site that installs 404909 must also install 418119 after.

NOTE: Installing this HotFix will restart the Mitel services.  To avoid service interruption we recommend applying this patch outside business hours or during a scheduled maintenance window.

APPLIES TO

MICC 8.1.2.0 

Keywords: 404909 KB404909 HotFix IVR port ports stuck ringing dialing