Critical Avaya Patch: Bridge Appearance Calls Dropping Issue (PSN020670)

A recent PSN (PSN020670), released by Avaya in March 2026, identifies an issue in which calls from a Bridge Appearance on a SIP phone with Direct Media enabled are dropped by Communication Manager when answered. This issue impacts Avaya Aura Communication Manager versions 10.2.1.2.0, 10.2.1.2.1, and 10.2.1.3.0.

In the world of Session Initiation Protocol (SIP), Direct Media (also known as “shuffling” or “re-inviting”) is a configuration that allows the media stream (the actual voice traffic) to travel directly between two endpoints rather than being routed through a central server or PBX. While the SIP server handles the initial handshake and signaling to set up the call, Direct Media enables devices—such as Avaya SIP phones—to pass media directly between endpoints instead of proxying it through a media gateway or server.

Chances are that you aren’t using Direct Media. From our experience, most clients keep shuffling disabled, instead anchoring media streams to their media resources. However, if you are on any of the aforementioned releases and are either experiencing this issue or are concerned that you might be, Avaya has temporarily released a custom patch that can be applied to your system. A long-term fix is targeted for Avaya Communication Manager 10.2.1.4.

If you’re running Avaya Communication Manager 10.2.1.2.0, 10.2.1.2.1, or 10.2.1.3.0, and are concerned about the impact of this PSN, contact intlx Solutions today for a fast audit and patch deployment.