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Beginner

11.5 Finesse Variables Don't Show up on 1st Call

Anytime an agent logs in, the Call variables do not populate on their first call until it is answered. Any calls after that, the variables will show up when the agent extension is ringing

On a side note, Call Header Layout is used for both inbound and transferred calls on the Agent. So what do people usually assign this variable since it is the same?

7 REPLIES 7
Beginner

Re: 11.5 Finesse Variables Don't Show up on 1st Call

Same CSQ - Same Call Control Group.

When Agent Initially Logs in (1st Call)

When Agent Takes 2nd Call.

The Variables will populate when the call is answered. But the display above is when the call is ringing.

I also noticed that it swaps the Numbers between the 1st call and the 2nd? Not sure why. I am calling the exact same trigger with the same Call Control Group Pool

Cisco Employee

Re: 11.5 Finesse Variables Don't Show up on 1st Call

Hi Blake,

Hm, that shouldn't be the case that the agent's 1st call shows that blank box. I would suggest clicking the "Send Error Logs" after reproducing the not working and working scenario and looking at the client logs. Compare the two and see if there is anything obvious. Also, take a look at the browser's console logs in the developer tools to see if there is an error. I haven't experienced this issue before.

What version and browser are you using?

Thanx,

Denise

Beginner

Re: 11.5 Finesse Variables Don't Show up on 1st Call

Denise,

Thank you for the response. I ran the error logs. When the calls goes into RESERVED state both calls are exactly the same. The Call Variable data populates. But when the Call goes into an ALERTING state the call variables are not sent. I have tried Chrome and Firefox. IE11 is buggy.


Here is the Call that shows no data (Everything else in the log is the same

2017-06-16T07:36:39.539 -04:00: : uccx-test: Jun 16 2017 07:36:39.435 -0400: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

2017-06-16T07:36:39.563 -04:00: : uccx-test: Jun 16 2017 07:36:39.459 -0400: CallControl : [ClientServices] PhoneBooks: requestId='undefined', Making REST request: method=GET, url='https://uccx-test:8445/finesse/api/User/user/PhoneBooks?nocache=1497612999563'

2017-06-16T07:36:39.626 -04:00: : uccx-test: Jun 16 2017 07:36:39.522 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:36:39.577 -04:00: : uccx-test: Jun 16 2017 07:36:39.473 -0400: CallControl : [ClientServices] PhoneBooks: requestId='undefined', Returned with status=200, content='<PhoneBooks><PhoneBook><name>Global Phone Book</name><type>GLOBAL</type><uri>/finesse/api/PhoneBook/1</uri><contacts></contacts></PhoneBook></PhoneBooks>'

2017-06-16T07:36:45.020 -04:00: : uccx-test: Jun 16 2017 07:36:44.945 -0400: Header : Client: 2017-06-16T11:36:45.013Z, Server: 2017-06-16T11:36:44.938Z, Drift: -75ms, Network Latency (round trip): 9ms

2017-06-16T07:36:54.074 -04:00: : uccx-test: Jun 16 2017 07:36:53.999 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user': <Update>

Here is the call that shows data

2017-06-16T07:37:27.814 -04:00: : uccx-test: Jun 16 2017 07:37:27.739 -0400: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

2017-06-16T07:37:27.834 -04:00: : uccx-test: Jun 16 2017 07:37:27.759 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:37:40.832 -04:00: : uccx-test: Jun 16 2017 07:37:40.757 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user/Dialogs': <Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>65200</fromAddress><id>16777430</id><mediaProperties><DNIS>65370</DNIS><callType>ACD_IN</callType><dialedNumber>12828</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></value></CallVariable><CallVariable><name>callVariable3</name><value></value></CallVariable><CallVariable><name>callVariable4</name><value></value></CallVariable><CallVariable><name>callVariable5</name><value></value></CallVariable><CallVariable><name>callVariable6</name><value>2nd Trigger</value></CallVariable><CallVariable><name>callVariable7</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>callVariable8</name><value>65200</value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CSQ</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>user.CallingNumber</name><value>65200</value></CallVariable><CallVariable><name>user.layout</name><value>LayoutCCX</value></CallVariable><CallVariable><name>user.TimeCalled</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CallLocation</name><value>2nd Trigger</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>ANSWER</action></actions><mediaAddress>65370</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2017-06-16T11:37:27.647Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:37:27.647Z</stateChangeTime></Participant><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>65200</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:37:24.283Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:37:27.647Z</stateChangeTime></Participant><Participant><actions></actions><mediaAddress>14746</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:37:24.283Z</startTime><state>DROPPED</state><stateCause>OTHER</stateCause><stateChangeTime>2017-06-16T11:37:40.696Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>12828</toAddress><uri>/finesse/api/Dialog/16777430</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16777430</source></Update>

2017-06-16T07:37:40.833 -04:00: : uccx-test: Jun 16 2017 07:37:40.758 -0400: Header : [WorkflowEngine] Received dialog event.

2017-06-16T07:37:40.834 -04:00: : uccx-test: Jun 16 2017 07:37:40.759 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/16777430 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"65200","id":"16777430","mediaProperties":{"DNIS":"65370","callType":"ACD_IN","dialedNumber":"12828","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":"2nd Trigger"},{"name":"callVariable7","value":"TEST_CSQ"},{"name":"callVariable8","value":"65200"},{"name":"callVariable9","value":null},{"name":"callVariable10","value":"Less than a minute"},{"name":"user.CSQ","value":"TEST_CSQ"},{"name":"user.CallingNumber","value":"65200"},{"name":"user.layout","value":"LayoutCCX"},{"name":"user.TimeCalled","value":"Less than a minute"},{"name":"user.CallLocation","value":"2nd Trigger"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":"ANSWER"},"mediaAddress":"65370","mediaAddressType":"AGENT_DEVICE","startTime":"2017-06-16T11:37:27.647Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2017-06-16T11:37:27.647Z"},{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"65200","mediaAddressType":null,"startTime":"2017-06-16T11:37:24.283Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2017-06-16T11:37:27.647Z"},{"actions":null,"mediaAddress":"14746","mediaAddressType":null,"startTime":"2017-06-16T11:37:24.283Z","state":"DROPPED","stateCause":"OTHER","stateChangeTime":"2017-06-16T11:37:40.696Z"}]},"state":"ALERTING","toAddress":"12828","uri":"/finesse/api/Dialog/16777430"}}

2017-06-16T07:37:40.835 -04:00: : uccx-test: Jun 16 2017 07:37:40.760 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16777430 (action: change)

2017-06-16T07:37:40.835 -04:00: : uccx-test: Jun 16 2017 07:37:40.760 -0400: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2017-06-16T07:37:40.859 -04:00: : uccx-test: Jun 16 2017 07:37:40.784 -0400: Header : [WorkflowEngine] Starting queued event processing...

2017-06-16T07:37:40.859 -04:00: : uccx-test: Jun 16 2017 07:37:40.784 -0400: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: change URI: /finesse/api/Dialog/16777430 ------

2017-06-16T07:37:40.859 -04:00: : uccx-test: Jun 16 2017 07:37:40.784 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:37:40.841 -04:00: : uccx-test: Jun 16 2017 07:37:40.766 -0400: CallControl : _processCall(): Process the dialog with id: 16777430, to extension: 12828, from extension: 65200, call state: ALERTING, callType: ACD_IN

2017-06-16T07:37:40.854 -04:00: : uccx-test: Jun 16 2017 07:37:40.779 -0400: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

Cisco Employee

Re: 11.5 Finesse Variables Don't Show up on 1st Call

Hi,

So is the blank call variable layout only during the agent's first call and not the subsequent calls? Can you attach the full logs?

Thanx,

Denise

Beginner

Re: 11.5 Finesse Variables Don't Show up on 1st Call

That is exactly what is happening

Here are the logs:

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110 Safari/537.36

2017-06-16T07:36:39.113 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.009 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user': <Update>

  <data>

    <user>

      <dialogs>/finesse/api/User/user/Dialogs</dialogs>

      <extension>65370</extension>

      <firstName>username</firstName>

      <lastName>userlast</lastName>

      <loginId>user</loginId>

      <loginName>user</loginName>

      <mediaType>1</mediaType>

      <pendingState></pendingState>

      <roles>

        <role>Agent</role>

        <role>Supervisor</role>

      </roles>

      <settings>

        <wrapUpOnIncoming></wrapUpOnIncoming>

      </settings>

      <state>RESERVED</state>

      <stateChangeTime>2017-06-16T11:36:39.017Z</stateChangeTime>

      <teamId>6</teamId>

      <teamName>Test</teamName>

      <teams/>

      <uri>/finesse/api/User/user</uri>

    </user>

  </data>

  <event>PUT</event>

  <requestId></requestId>

  <source>/finesse/api/User/user</source>

</Update>

2017-06-16T07:36:39.119 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.015 -0400: Header : _displayUserData(): User's current state is: RESERVED

2017-06-16T07:36:39.127 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.023 -0400: Header : [WorkflowEngine] Received user event.

2017-06-16T07:36:39.127 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.023 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/user Event: {"User":{"dialogs":"/finesse/api/User/user/Dialogs","extension":"65370","firstName":"username","lastName":"userlast","loginId":"user","loginName":"user","mediaType":"1","pendingState":null,"roles":{"role":["Agent","Supervisor"]},"settings":{"wrapUpOnIncoming":null},"state":"RESERVED","stateChangeTime":"2017-06-16T11:36:39.017Z","teamId":"6","teamName":"Test","teams":null,"uri":"/finesse/api/User/user"}}

2017-06-16T07:36:39.128 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.024 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/user (action: change)

2017-06-16T07:36:39.128 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.024 -0400: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2017-06-16T07:36:39.134 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.030 -0400: Header : [WorkflowEngine] Starting queued event processing...

2017-06-16T07:36:39.134 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.030 -0400: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/user ------

2017-06-16T07:36:39.134 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.030 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:36:39.131 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.027 -0400: CallControl : _handleUserChange(): User state is RESERVED and mobile agent call by call is: false

2017-06-16T07:36:39.137 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.033 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:36:39.464 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.360 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user/Dialogs': <Update><data><dialogs><Dialog><associatedDialogUri></associatedDialogUri><fromAddress>65200</fromAddress><id>16777428</id><mediaProperties><DNIS>65370</DNIS><callType>ACD_IN</callType><dialedNumber>12828</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></value></CallVariable><CallVariable><name>callVariable3</name><value></value></CallVariable><CallVariable><name>callVariable4</name><value></value></CallVariable><CallVariable><name>callVariable5</name><value></value></CallVariable><CallVariable><name>callVariable6</name><value>2nd Trigger</value></CallVariable><CallVariable><name>callVariable7</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>callVariable8</name><value>65200</value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CSQ</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>user.CallingNumber</name><value>65200</value></CallVariable><CallVariable><name>user.layout</name><value>LayoutCCX</value></CallVariable><CallVariable><name>user.TimeCalled</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CallLocation</name><value>2nd Trigger</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>ANSWER</action></actions><mediaAddress>65370</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2017-06-16T11:36:39.368Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:36:39.368Z</stateChangeTime></Participant><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>65200</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:36:36.003Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:36:39.368Z</stateChangeTime></Participant><Participant><actions><action>CONSULT_CALL</action><action>HOLD</action><action>UPDATE_CALL_DATA</action><action>SEND_DTMF</action><action>START_RECORDING</action><action>DROP</action></actions><mediaAddress>14704</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:36:36.003Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:36:36.003Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>12828</toAddress><uri>/finesse/api/Dialog/16777428</uri></Dialog></dialogs></data><event>POST</event><requestId></requestId><source>/finesse/api/User/user/Dialogs</source></Update>

2017-06-16T07:36:39.470 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.366 -0400: Header : [WorkflowEngine] Received dialog collection event. Action: add

2017-06-16T07:36:39.471 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.367 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: add Uri: /finesse/api/Dialog/16777428 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"65200","id":"16777428","mediaProperties":{"DNIS":"65370","callType":"ACD_IN","dialedNumber":"12828","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":"2nd Trigger"},{"name":"callVariable7","value":"TEST_CSQ"},{"name":"callVariable8","value":"65200"},{"name":"callVariable9","value":null},{"name":"callVariable10","value":"Less than a minute"},{"name":"user.CSQ","value":"TEST_CSQ"},{"name":"user.CallingNumber","value":"65200"},{"name":"user.layout","value":"LayoutCCX"},{"name":"user.TimeCalled","value":"Less than a minute"},{"name":"user.CallLocation","value":"2nd Trigger"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":"ANSWER"},"mediaAddress":"65370","mediaAddressType":"AGENT_DEVICE","startTime":"2017-06-16T11:36:39.368Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2017-06-16T11:36:39.368Z"},{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"65200","mediaAddressType":null,"startTime":"2017-06-16T11:36:36.003Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2017-06-16T11:36:39.368Z"},{"actions":{"action":["CONSULT_CALL","HOLD","UPDATE_CALL_DATA","SEND_DTMF","START_RECORDING","DROP"]},"mediaAddress":"14704","mediaAddressType":null,"startTime":"2017-06-16T11:36:36.003Z","state":"ACTIVE","stateCause":null,"stateChangeTime":"2017-06-16T11:36:36.003Z"}]},"state":"ALERTING","toAddress":"12828","uri":"/finesse/api/Dialog/16777428"}}

2017-06-16T07:36:39.472 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.368 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16777428 (action: add)

2017-06-16T07:36:39.473 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.369 -0400: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2017-06-16T07:36:39.554 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.450 -0400: Header : FinesseToaster supressed : Page is visible and  FineeseToaster.options.showWhenVisible is false

2017-06-16T07:36:39.574 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.470 -0400: Header : [WorkflowEngine] Starting queued event processing...

2017-06-16T07:36:39.574 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.470 -0400: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: add URI: /finesse/api/Dialog/16777428 ------

2017-06-16T07:36:39.574 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.470 -0400: Header : [WorkflowEngine] Event URI (/finesse/api/Dialog/16777428) not found in evaluation cache.

2017-06-16T07:36:39.574 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.470 -0400: Header : [WorkflowEngine] Can we execute workflows for this event (uri='/finesse/api/Dialog/16777428')? ... Yes. We are not evaluating workflows for any other non-User event URI.

2017-06-16T07:36:39.574 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.470 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:36:39.491 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.387 -0400: CallControl : _processCall(): Process the dialog with id: 16777428, to extension: 12828, from extension: 65200, call state: ALERTING, callType: ACD_IN

2017-06-16T07:36:39.539 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.435 -0400: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

2017-06-16T07:36:39.563 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.459 -0400: CallControl : [ClientServices] PhoneBooks: requestId='undefined', Making REST request: method=GET, url='https://uccx-testuserlast:8445/finesse/api/User/user/PhoneBooks?nocache=1497612999563'

2017-06-16T07:36:39.626 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.522 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:36:39.577 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:39.473 -0400: CallControl : [ClientServices] PhoneBooks: requestId='undefined', Returned with status=200, content='<PhoneBooks><PhoneBook><name>Global Phone Book</name><type>GLOBAL</type><uri>/finesse/api/PhoneBook/1</uri><contacts></contacts></PhoneBook></PhoneBooks>'

2017-06-16T07:36:45.020 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:44.945 -0400: Header : Client: 2017-06-16T11:36:45.013Z, Server: 2017-06-16T11:36:44.938Z, Drift: -75ms, Network Latency (round trip): 9ms

2017-06-16T07:36:54.074 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:53.999 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user': <Update>

  <data>

    <user>

      <dialogs>/finesse/api/User/user/Dialogs</dialogs>

      <extension>65370</extension>

      <firstName>username</firstName>

      <lastName>userlast</lastName>

      <loginId>user</loginId>

      <loginName>user</loginName>

      <mediaType>1</mediaType>

      <pendingState></pendingState>

      <roles>

        <role>Agent</role>

        <role>Supervisor</role>

      </roles>

      <settings>

        <wrapUpOnIncoming></wrapUpOnIncoming>

      </settings>

      <state>READY</state>

      <stateChangeTime>2017-06-16T11:36:53.978Z</stateChangeTime>

      <teamId>6</teamId>

      <teamName>Test</teamName>

      <teams/>

      <uri>/finesse/api/User/user</uri>

    </user>

  </data>

  <event>PUT</event>

  <requestId></requestId>

  <source>/finesse/api/User/user</source>

</Update>

2017-06-16T07:36:54.076 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.001 -0400: Header : _displayUserData(): User's current state is: READY

2017-06-16T07:36:54.082 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.007 -0400: Header : Agent selected or went READY -- Linda flag set.

2017-06-16T07:36:54.083 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.008 -0400: Header : [WorkflowEngine] Received user event.

2017-06-16T07:36:54.083 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.008 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/user Event: {"User":{"dialogs":"/finesse/api/User/user/Dialogs","extension":"65370","firstName":"username","lastName":"userlast","loginId":"user","loginName":"user","mediaType":"1","pendingState":null,"roles":{"role":["Agent","Supervisor"]},"settings":{"wrapUpOnIncoming":null},"state":"READY","stateChangeTime":"2017-06-16T11:36:53.978Z","teamId":"6","teamName":"Test","teams":null,"uri":"/finesse/api/User/user"}}

2017-06-16T07:36:54.084 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.009 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/user (action: change)

2017-06-16T07:36:54.084 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.009 -0400: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2017-06-16T07:36:54.092 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.017 -0400: Header : [WorkflowEngine] Starting queued event processing...

2017-06-16T07:36:54.093 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.018 -0400: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/user ------

2017-06-16T07:36:54.093 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.018 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:36:54.089 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.014 -0400: CallControl : _handleUserChange(): User state is READY and mobile agent call by call is: false

2017-06-16T07:36:54.098 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.023 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user/Dialogs': <Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>65200</fromAddress><id>16777428</id><mediaProperties><DNIS>65370</DNIS><callType>ACD_IN</callType><dialedNumber>12828</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></value></CallVariable><CallVariable><name>callVariable3</name><value></value></CallVariable><CallVariable><name>callVariable4</name><value></value></CallVariable><CallVariable><name>callVariable5</name><value></value></CallVariable><CallVariable><name>callVariable6</name><value>2nd Trigger</value></CallVariable><CallVariable><name>callVariable7</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>callVariable8</name><value>65200</value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CSQ</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>user.CallingNumber</name><value>65200</value></CallVariable><CallVariable><name>user.layout</name><value>LayoutCCX</value></CallVariable><CallVariable><name>user.TimeCalled</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CallLocation</name><value>2nd Trigger</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>ANSWER</action></actions><mediaAddress>65370</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2017-06-16T11:36:39.368Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:36:39.368Z</stateChangeTime></Participant><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>65200</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:36:36.003Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:36:39.368Z</stateChangeTime></Participant><Participant><actions></actions><mediaAddress>14704</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:36:36.003Z</startTime><state>DROPPED</state><stateCause>OTHER</stateCause><stateChangeTime>2017-06-16T11:36:53.992Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>12828</toAddress><uri>/finesse/api/Dialog/16777428</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16777428</source></Update>

2017-06-16T07:36:54.100 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.025 -0400: Header : [WorkflowEngine] Received dialog event.

2017-06-16T07:36:54.100 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.025 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/16777428 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"65200","id":"16777428","mediaProperties":{"DNIS":"65370","callType":"ACD_IN","dialedNumber":"12828","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":"2nd Trigger"},{"name":"callVariable7","value":"TEST_CSQ"},{"name":"callVariable8","value":"65200"},{"name":"callVariable9","value":null},{"name":"callVariable10","value":"Less than a minute"},{"name":"user.CSQ","value":"TEST_CSQ"},{"name":"user.CallingNumber","value":"65200"},{"name":"user.layout","value":"LayoutCCX"},{"name":"user.TimeCalled","value":"Less than a minute"},{"name":"user.CallLocation","value":"2nd Trigger"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":"ANSWER"},"mediaAddress":"65370","mediaAddressType":"AGENT_DEVICE","startTime":"2017-06-16T11:36:39.368Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2017-06-16T11:36:39.368Z"},{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"65200","mediaAddressType":null,"startTime":"2017-06-16T11:36:36.003Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2017-06-16T11:36:39.368Z"},{"actions":null,"mediaAddress":"14704","mediaAddressType":null,"startTime":"2017-06-16T11:36:36.003Z","state":"DROPPED","stateCause":"OTHER","stateChangeTime":"2017-06-16T11:36:53.992Z"}]},"state":"ALERTING","toAddress":"12828","uri":"/finesse/api/Dialog/16777428"}}

2017-06-16T07:36:54.101 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.026 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16777428 (action: change)

2017-06-16T07:36:54.101 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.026 -0400: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: change URI: /finesse/api/Dialog/16777428 ------

2017-06-16T07:36:54.102 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.027 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:36:54.121 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.046 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:36:54.109 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.034 -0400: CallControl : _processCall(): Process the dialog with id: 16777428, to extension: 12828, from extension: 65200, call state: ALERTING, callType: ACD_IN

2017-06-16T07:36:54.117 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.042 -0400: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

2017-06-16T07:36:54.131 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.056 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user/Dialogs': <Update><data><dialogs><Dialog><associatedDialogUri></associatedDialogUri><fromAddress>65200</fromAddress><id>16777428</id><mediaProperties><DNIS>65370</DNIS><callType>ACD_IN</callType><dialedNumber>12828</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></value></CallVariable><CallVariable><name>callVariable3</name><value></value></CallVariable><CallVariable><name>callVariable4</name><value></value></CallVariable><CallVariable><name>callVariable5</name><value></value></CallVariable><CallVariable><name>callVariable6</name><value>2nd Trigger</value></CallVariable><CallVariable><name>callVariable7</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>callVariable8</name><value>65200</value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CSQ</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>user.CallingNumber</name><value>65200</value></CallVariable><CallVariable><name>user.layout</name><value>LayoutCCX</value></CallVariable><CallVariable><name>user.TimeCalled</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CallLocation</name><value>2nd Trigger</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>65200</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:36:36.003Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:36:39.368Z</stateChangeTime></Participant><Participant><actions></actions><mediaAddress>65370</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2017-06-16T11:36:39.368Z</startTime><state>DROPPED</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:36:53.998Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>12828</toAddress><uri>/finesse/api/Dialog/16777428</uri></Dialog></dialogs></data><event>DELETE</event><requestId></requestId><source>/finesse/api/User/user/Dialogs</source></Update>

2017-06-16T07:36:54.132 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.057 -0400: Header : [WorkflowEngine] User's dialog collection triggered collectionDelete event.

2017-06-16T07:36:54.132 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.057 -0400: Header : [WorkflowEngine] Received dialog collection event to delete dialog (/finesse/api/Dialog/16777428).

2017-06-16T07:36:54.133 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.058 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: delete Uri: /finesse/api/Dialog/16777428 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"65200","id":"16777428","mediaProperties":{"DNIS":"65370","callType":"ACD_IN","dialedNumber":"12828","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":"2nd Trigger"},{"name":"callVariable7","value":"TEST_CSQ"},{"name":"callVariable8","value":"65200"},{"name":"callVariable9","value":null},{"name":"callVariable10","value":"Less than a minute"},{"name":"user.CSQ","value":"TEST_CSQ"},{"name":"user.CallingNumber","value":"65200"},{"name":"user.layout","value":"LayoutCCX"},{"name":"user.TimeCalled","value":"Less than a minute"},{"name":"user.CallLocation","value":"2nd Trigger"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"65200","mediaAddressType":null,"startTime":"2017-06-16T11:36:36.003Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2017-06-16T11:36:39.368Z"},{"actions":null,"mediaAddress":"65370","mediaAddressType":"AGENT_DEVICE","startTime":"2017-06-16T11:36:39.368Z","state":"DROPPED","stateCause":null,"stateChangeTime":"2017-06-16T11:36:53.998Z"}]},"state":"ALERTING","toAddress":"12828","uri":"/finesse/api/Dialog/16777428"}}

2017-06-16T07:36:54.133 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.058 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16777428 (action: delete)

2017-06-16T07:36:54.133 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.058 -0400: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2017-06-16T07:36:54.139 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.064 -0400: Header : [WorkflowEngine] Starting queued event processing...

2017-06-16T07:36:54.140 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.065 -0400: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: delete URI: /finesse/api/Dialog/16777428 ------

2017-06-16T07:36:54.140 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.065 -0400: Header : [WorkflowEngine] Delete action found. Removing event uri (/finesse/api/Dialog/16777428) from evaluation cache.

2017-06-16T07:36:54.140 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.065 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:36:54.142 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:54.067 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:36:56.061 -04:00: : uccx-testuserlast: Jun 16 2017 07:36:55.986 -0400: Header : Time Information - UTC: 'Fri, 16 Jun 2017 11:36:56 GMT'; Local Time: 'Fri Jun 16 2017 07:36:56 GMT-0400 (Eastern Daylight Time)'

LOG 2

Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/58.0.3029.110 Safari/537.36

2017-06-16T07:37:27.420 -04:00: : uccx-test: Jun 16 2017 07:37:27.345 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user': <Update>

  <data>

    <user>

      <dialogs>/finesse/api/User/user/Dialogs</dialogs>

      <extension>65370</extension>

      <firstName>username</firstName>

      <lastName>userlast</lastName>

      <loginId>user</loginId>

      <loginName>user</loginName>

      <mediaType>1</mediaType>

      <pendingState></pendingState>

      <roles>

        <role>Agent</role>

        <role>Supervisor</role>

      </roles>

      <settings>

        <wrapUpOnIncoming></wrapUpOnIncoming>

      </settings>

      <state>RESERVED</state>

      <stateChangeTime>2017-06-16T11:37:27.293Z</stateChangeTime>

      <teamId>6</teamId>

      <teamName>Test</teamName>

      <teams/>

      <uri>/finesse/api/User/user</uri>

    </user>

  </data>

  <event>PUT</event>

  <requestId></requestId>

  <source>/finesse/api/User/user</source>

</Update>

2017-06-16T07:37:27.423 -04:00: : uccx-test: Jun 16 2017 07:37:27.348 -0400: Header : _displayUserData(): User's current state is: RESERVED

2017-06-16T07:37:27.428 -04:00: : uccx-test: Jun 16 2017 07:37:27.353 -0400: Header : [WorkflowEngine] Received user event.

2017-06-16T07:37:27.429 -04:00: : uccx-test: Jun 16 2017 07:37:27.354 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/user Event: {"User":{"dialogs":"/finesse/api/User/user/Dialogs","extension":"65370","firstName":"username","lastName":"userlast","loginId":"user","loginName":"user","mediaType":"1","pendingState":null,"roles":{"role":["Agent","Supervisor"]},"settings":{"wrapUpOnIncoming":null},"state":"RESERVED","stateChangeTime":"2017-06-16T11:37:27.293Z","teamId":"6","teamName":"Test","teams":null,"uri":"/finesse/api/User/user"}}

2017-06-16T07:37:27.429 -04:00: : uccx-test: Jun 16 2017 07:37:27.354 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/user (action: change)

2017-06-16T07:37:27.429 -04:00: : uccx-test: Jun 16 2017 07:37:27.354 -0400: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2017-06-16T07:37:27.434 -04:00: : uccx-test: Jun 16 2017 07:37:27.359 -0400: Header : [WorkflowEngine] Starting queued event processing...

2017-06-16T07:37:27.434 -04:00: : uccx-test: Jun 16 2017 07:37:27.359 -0400: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/user ------

2017-06-16T07:37:27.434 -04:00: : uccx-test: Jun 16 2017 07:37:27.359 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:37:27.432 -04:00: : uccx-test: Jun 16 2017 07:37:27.357 -0400: CallControl : _handleUserChange(): User state is RESERVED and mobile agent call by call is: false

2017-06-16T07:37:27.436 -04:00: : uccx-test: Jun 16 2017 07:37:27.361 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:37:27.786 -04:00: : uccx-test: Jun 16 2017 07:37:27.711 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user/Dialogs': <Update><data><dialogs><Dialog><associatedDialogUri></associatedDialogUri><fromAddress>65200</fromAddress><id>16777430</id><mediaProperties><DNIS>65370</DNIS><callType>ACD_IN</callType><dialedNumber>12828</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></value></CallVariable><CallVariable><name>callVariable3</name><value></value></CallVariable><CallVariable><name>callVariable4</name><value></value></CallVariable><CallVariable><name>callVariable5</name><value></value></CallVariable><CallVariable><name>callVariable6</name><value>2nd Trigger</value></CallVariable><CallVariable><name>callVariable7</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>callVariable8</name><value>65200</value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CSQ</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>user.CallingNumber</name><value>65200</value></CallVariable><CallVariable><name>user.layout</name><value>LayoutCCX</value></CallVariable><CallVariable><name>user.TimeCalled</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CallLocation</name><value>2nd Trigger</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>ANSWER</action></actions><mediaAddress>65370</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2017-06-16T11:37:27.647Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:37:27.647Z</stateChangeTime></Participant><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>65200</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:37:24.283Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:37:27.647Z</stateChangeTime></Participant><Participant><actions><action>CONSULT_CALL</action><action>HOLD</action><action>UPDATE_CALL_DATA</action><action>SEND_DTMF</action><action>START_RECORDING</action><action>DROP</action></actions><mediaAddress>14746</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:37:24.283Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:37:24.283Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>12828</toAddress><uri>/finesse/api/Dialog/16777430</uri></Dialog></dialogs></data><event>POST</event><requestId></requestId><source>/finesse/api/User/user/Dialogs</source></Update>

2017-06-16T07:37:27.787 -04:00: : uccx-test: Jun 16 2017 07:37:27.712 -0400: Header : [WorkflowEngine] Received dialog collection event. Action: add

2017-06-16T07:37:27.788 -04:00: : uccx-test: Jun 16 2017 07:37:27.713 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: add Uri: /finesse/api/Dialog/16777430 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"65200","id":"16777430","mediaProperties":{"DNIS":"65370","callType":"ACD_IN","dialedNumber":"12828","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":"2nd Trigger"},{"name":"callVariable7","value":"TEST_CSQ"},{"name":"callVariable8","value":"65200"},{"name":"callVariable9","value":null},{"name":"callVariable10","value":"Less than a minute"},{"name":"user.CSQ","value":"TEST_CSQ"},{"name":"user.CallingNumber","value":"65200"},{"name":"user.layout","value":"LayoutCCX"},{"name":"user.TimeCalled","value":"Less than a minute"},{"name":"user.CallLocation","value":"2nd Trigger"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":"ANSWER"},"mediaAddress":"65370","mediaAddressType":"AGENT_DEVICE","startTime":"2017-06-16T11:37:27.647Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2017-06-16T11:37:27.647Z"},{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"65200","mediaAddressType":null,"startTime":"2017-06-16T11:37:24.283Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2017-06-16T11:37:27.647Z"},{"actions":{"action":["CONSULT_CALL","HOLD","UPDATE_CALL_DATA","SEND_DTMF","START_RECORDING","DROP"]},"mediaAddress":"14746","mediaAddressType":null,"startTime":"2017-06-16T11:37:24.283Z","state":"ACTIVE","stateCause":null,"stateChangeTime":"2017-06-16T11:37:24.283Z"}]},"state":"ALERTING","toAddress":"12828","uri":"/finesse/api/Dialog/16777430"}}

2017-06-16T07:37:27.790 -04:00: : uccx-test: Jun 16 2017 07:37:27.715 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16777430 (action: add)

2017-06-16T07:37:27.790 -04:00: : uccx-test: Jun 16 2017 07:37:27.715 -0400: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2017-06-16T07:37:27.824 -04:00: : uccx-test: Jun 16 2017 07:37:27.749 -0400: Header : FinesseToaster supressed : Page is visible and  FineeseToaster.options.showWhenVisible is false

2017-06-16T07:37:27.832 -04:00: : uccx-test: Jun 16 2017 07:37:27.757 -0400: Header : [WorkflowEngine] Starting queued event processing...

2017-06-16T07:37:27.832 -04:00: : uccx-test: Jun 16 2017 07:37:27.757 -0400: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: add URI: /finesse/api/Dialog/16777430 ------

2017-06-16T07:37:27.832 -04:00: : uccx-test: Jun 16 2017 07:37:27.757 -0400: Header : [WorkflowEngine] Event URI (/finesse/api/Dialog/16777430) not found in evaluation cache.

2017-06-16T07:37:27.832 -04:00: : uccx-test: Jun 16 2017 07:37:27.757 -0400: Header : [WorkflowEngine] Can we execute workflows for this event (uri='/finesse/api/Dialog/16777430')? ... Yes. We are not evaluating workflows for any other non-User event URI.

2017-06-16T07:37:27.832 -04:00: : uccx-test: Jun 16 2017 07:37:27.757 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:37:27.795 -04:00: : uccx-test: Jun 16 2017 07:37:27.720 -0400: CallControl : _processCall(): Process the dialog with id: 16777430, to extension: 12828, from extension: 65200, call state: ALERTING, callType: ACD_IN

2017-06-16T07:37:27.814 -04:00: : uccx-test: Jun 16 2017 07:37:27.739 -0400: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

2017-06-16T07:37:27.834 -04:00: : uccx-test: Jun 16 2017 07:37:27.759 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:37:40.832 -04:00: : uccx-test: Jun 16 2017 07:37:40.757 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user/Dialogs': <Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>65200</fromAddress><id>16777430</id><mediaProperties><DNIS>65370</DNIS><callType>ACD_IN</callType><dialedNumber>12828</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></value></CallVariable><CallVariable><name>callVariable3</name><value></value></CallVariable><CallVariable><name>callVariable4</name><value></value></CallVariable><CallVariable><name>callVariable5</name><value></value></CallVariable><CallVariable><name>callVariable6</name><value>2nd Trigger</value></CallVariable><CallVariable><name>callVariable7</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>callVariable8</name><value>65200</value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CSQ</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>user.CallingNumber</name><value>65200</value></CallVariable><CallVariable><name>user.layout</name><value>LayoutCCX</value></CallVariable><CallVariable><name>user.TimeCalled</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CallLocation</name><value>2nd Trigger</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>ANSWER</action></actions><mediaAddress>65370</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2017-06-16T11:37:27.647Z</startTime><state>ALERTING</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:37:27.647Z</stateChangeTime></Participant><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>65200</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:37:24.283Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:37:27.647Z</stateChangeTime></Participant><Participant><actions></actions><mediaAddress>14746</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:37:24.283Z</startTime><state>DROPPED</state><stateCause>OTHER</stateCause><stateChangeTime>2017-06-16T11:37:40.696Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>12828</toAddress><uri>/finesse/api/Dialog/16777430</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16777430</source></Update>

2017-06-16T07:37:40.833 -04:00: : uccx-test: Jun 16 2017 07:37:40.758 -0400: Header : [WorkflowEngine] Received dialog event.

2017-06-16T07:37:40.834 -04:00: : uccx-test: Jun 16 2017 07:37:40.759 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/16777430 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"65200","id":"16777430","mediaProperties":{"DNIS":"65370","callType":"ACD_IN","dialedNumber":"12828","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":"2nd Trigger"},{"name":"callVariable7","value":"TEST_CSQ"},{"name":"callVariable8","value":"65200"},{"name":"callVariable9","value":null},{"name":"callVariable10","value":"Less than a minute"},{"name":"user.CSQ","value":"TEST_CSQ"},{"name":"user.CallingNumber","value":"65200"},{"name":"user.layout","value":"LayoutCCX"},{"name":"user.TimeCalled","value":"Less than a minute"},{"name":"user.CallLocation","value":"2nd Trigger"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":"ANSWER"},"mediaAddress":"65370","mediaAddressType":"AGENT_DEVICE","startTime":"2017-06-16T11:37:27.647Z","state":"ALERTING","stateCause":null,"stateChangeTime":"2017-06-16T11:37:27.647Z"},{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"65200","mediaAddressType":null,"startTime":"2017-06-16T11:37:24.283Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2017-06-16T11:37:27.647Z"},{"actions":null,"mediaAddress":"14746","mediaAddressType":null,"startTime":"2017-06-16T11:37:24.283Z","state":"DROPPED","stateCause":"OTHER","stateChangeTime":"2017-06-16T11:37:40.696Z"}]},"state":"ALERTING","toAddress":"12828","uri":"/finesse/api/Dialog/16777430"}}

2017-06-16T07:37:40.835 -04:00: : uccx-test: Jun 16 2017 07:37:40.760 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16777430 (action: change)

2017-06-16T07:37:40.835 -04:00: : uccx-test: Jun 16 2017 07:37:40.760 -0400: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2017-06-16T07:37:40.859 -04:00: : uccx-test: Jun 16 2017 07:37:40.784 -0400: Header : [WorkflowEngine] Starting queued event processing...

2017-06-16T07:37:40.859 -04:00: : uccx-test: Jun 16 2017 07:37:40.784 -0400: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: change URI: /finesse/api/Dialog/16777430 ------

2017-06-16T07:37:40.859 -04:00: : uccx-test: Jun 16 2017 07:37:40.784 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:37:40.841 -04:00: : uccx-test: Jun 16 2017 07:37:40.766 -0400: CallControl : _processCall(): Process the dialog with id: 16777430, to extension: 12828, from extension: 65200, call state: ALERTING, callType: ACD_IN

2017-06-16T07:37:40.854 -04:00: : uccx-test: Jun 16 2017 07:37:40.779 -0400: CallControl : _processCall(): User's call state is: ALERTING, user's state cause is: null

2017-06-16T07:37:40.863 -04:00: : uccx-test: Jun 16 2017 07:37:40.788 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:37:40.865 -04:00: : uccx-test: Jun 16 2017 07:37:40.790 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user/Dialogs': <Update><data><dialogs><Dialog><associatedDialogUri></associatedDialogUri><fromAddress>65200</fromAddress><id>16777430</id><mediaProperties><DNIS>65370</DNIS><callType>ACD_IN</callType><dialedNumber>12828</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value></value></CallVariable><CallVariable><name>callVariable2</name><value></value></CallVariable><CallVariable><name>callVariable3</name><value></value></CallVariable><CallVariable><name>callVariable4</name><value></value></CallVariable><CallVariable><name>callVariable5</name><value></value></CallVariable><CallVariable><name>callVariable6</name><value>2nd Trigger</value></CallVariable><CallVariable><name>callVariable7</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>callVariable8</name><value>65200</value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CSQ</name><value>TEST_CSQ</value></CallVariable><CallVariable><name>user.CallingNumber</name><value>65200</value></CallVariable><CallVariable><name>user.layout</name><value>LayoutCCX</value></CallVariable><CallVariable><name>user.TimeCalled</name><value>Less than a minute</value></CallVariable><CallVariable><name>user.CallLocation</name><value>2nd Trigger</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>65200</mediaAddress><mediaAddressType></mediaAddressType><startTime>2017-06-16T11:37:24.283Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:37:27.647Z</stateChangeTime></Participant><Participant><actions></actions><mediaAddress>65370</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2017-06-16T11:37:27.647Z</startTime><state>DROPPED</state><stateCause></stateCause><stateChangeTime>2017-06-16T11:37:40.707Z</stateChangeTime></Participant></participants><state>ALERTING</state><toAddress>12828</toAddress><uri>/finesse/api/Dialog/16777430</uri></Dialog></dialogs></data><event>DELETE</event><requestId></requestId><source>/finesse/api/User/user/Dialogs</source></Update>

2017-06-16T07:37:40.865 -04:00: : uccx-test: Jun 16 2017 07:37:40.790 -0400: Header : [WorkflowEngine] User's dialog collection triggered collectionDelete event.

2017-06-16T07:37:40.865 -04:00: : uccx-test: Jun 16 2017 07:37:40.790 -0400: Header : [WorkflowEngine] Received dialog collection event to delete dialog (/finesse/api/Dialog/16777430).

2017-06-16T07:37:40.865 -04:00: : uccx-test: Jun 16 2017 07:37:40.790 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: delete Uri: /finesse/api/Dialog/16777430 Event: {"Dialog":{"associatedDialogUri":null,"fromAddress":"65200","id":"16777430","mediaProperties":{"DNIS":"65370","callType":"ACD_IN","dialedNumber":"12828","outboundClassification":null,"callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":"2nd Trigger"},{"name":"callVariable7","value":"TEST_CSQ"},{"name":"callVariable8","value":"65200"},{"name":"callVariable9","value":null},{"name":"callVariable10","value":"Less than a minute"},{"name":"user.CSQ","value":"TEST_CSQ"},{"name":"user.CallingNumber","value":"65200"},{"name":"user.layout","value":"LayoutCCX"},{"name":"user.TimeCalled","value":"Less than a minute"},{"name":"user.CallLocation","value":"2nd Trigger"}]}},"mediaType":"Voice","participants":{"Participant":[{"actions":{"action":["UPDATE_CALL_DATA","DROP"]},"mediaAddress":"65200","mediaAddressType":null,"startTime":"2017-06-16T11:37:24.283Z","state":"INITIATED","stateCause":null,"stateChangeTime":"2017-06-16T11:37:27.647Z"},{"actions":null,"mediaAddress":"65370","mediaAddressType":"AGENT_DEVICE","startTime":"2017-06-16T11:37:27.647Z","state":"DROPPED","stateCause":null,"stateChangeTime":"2017-06-16T11:37:40.707Z"}]},"state":"ALERTING","toAddress":"12828","uri":"/finesse/api/Dialog/16777430"}}

2017-06-16T07:37:40.866 -04:00: : uccx-test: Jun 16 2017 07:37:40.791 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/16777430 (action: delete)

2017-06-16T07:37:40.866 -04:00: : uccx-test: Jun 16 2017 07:37:40.791 -0400: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.

2017-06-16T07:37:40.867 -04:00: : uccx-test: Jun 16 2017 07:37:40.792 -0400: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/user': <Update>

  <data>

    <user>

      <dialogs>/finesse/api/User/user/Dialogs</dialogs>

      <extension>65370</extension>

      <firstName>username</firstName>

      <lastName>userlast</lastName>

      <loginId>user</loginId>

      <loginName>user</loginName>

      <mediaType>1</mediaType>

      <pendingState></pendingState>

      <roles>

        <role>Agent</role>

        <role>Supervisor</role>

      </roles>

      <settings>

        <wrapUpOnIncoming></wrapUpOnIncoming>

      </settings>

      <state>READY</state>

      <stateChangeTime>2017-06-16T11:37:40.708Z</stateChangeTime>

      <teamId>6</teamId>

      <teamName>Test</teamName>

      <teams/>

      <uri>/finesse/api/User/user</uri>

    </user>

  </data>

  <event>PUT</event>

  <requestId></requestId>

  <source>/finesse/api/User/user</source>

</Update>

2017-06-16T07:37:40.868 -04:00: : uccx-test: Jun 16 2017 07:37:40.793 -0400: Header : _displayUserData(): User's current state is: READY

2017-06-16T07:37:40.872 -04:00: : uccx-test: Jun 16 2017 07:37:40.797 -0400: Header : Agent selected or went READY -- Linda flag set.

2017-06-16T07:37:40.872 -04:00: : uccx-test: Jun 16 2017 07:37:40.797 -0400: Header : [WorkflowEngine] Received user event.

2017-06-16T07:37:40.872 -04:00: : uccx-test: Jun 16 2017 07:37:40.797 -0400: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/user Event: {"User":{"dialogs":"/finesse/api/User/user/Dialogs","extension":"65370","firstName":"username","lastName":"userlast","loginId":"user","loginName":"user","mediaType":"1","pendingState":null,"roles":{"role":["Agent","Supervisor"]},"settings":{"wrapUpOnIncoming":null},"state":"READY","stateChangeTime":"2017-06-16T11:37:40.708Z","teamId":"6","teamName":"Test","teams":null,"uri":"/finesse/api/User/user"}}

2017-06-16T07:37:40.872 -04:00: : uccx-test: Jun 16 2017 07:37:40.797 -0400: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/user (action: change)

2017-06-16T07:37:40.879 -04:00: : uccx-test: Jun 16 2017 07:37:40.804 -0400: Header : [WorkflowEngine] Starting queued event processing...

2017-06-16T07:37:40.879 -04:00: : uccx-test: Jun 16 2017 07:37:40.804 -0400: Header : [WorkflowEngine] ------ Got Dialog event from queue: Action: delete URI: /finesse/api/Dialog/16777430 ------

2017-06-16T07:37:40.880 -04:00: : uccx-test: Jun 16 2017 07:37:40.805 -0400: Header : [WorkflowEngine] Delete action found. Removing event uri (/finesse/api/Dialog/16777430) from evaluation cache.

2017-06-16T07:37:40.880 -04:00: : uccx-test: Jun 16 2017 07:37:40.805 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:37:40.881 -04:00: : uccx-test: Jun 16 2017 07:37:40.806 -0400: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/user ------

2017-06-16T07:37:40.881 -04:00: : uccx-test: Jun 16 2017 07:37:40.806 -0400: Header : [WorkflowEngine] Triggering processing of the next event in the queue.

2017-06-16T07:37:40.880 -04:00: : uccx-test: Jun 16 2017 07:37:40.805 -0400: CallControl : _handleUserChange(): User state is READY and mobile agent call by call is: false

2017-06-16T07:37:40.888 -04:00: : uccx-test: Jun 16 2017 07:37:40.813 -0400: Header : [WorkflowEngine] ------ Event queue is empty. ------

2017-06-16T07:37:42.334 -04:00: : uccx-test: Jun 16 2017 07:37:42.259 -0400: Header : Time Information - UTC: 'Fri, 16 Jun 2017 11:37:42 GMT'; Local Time: 'Fri Jun 16 2017 07:37:42 GMT-0400 (Eastern Daylight Time)'

Cisco Employee

Re: 11.5 Finesse Variables Don't Show up on 1st Call

Hi Blake,

From the logs provided, I don't see anything wrong. Since the screenshot of the first call shows the extensions and such, it is obviously getting a Dialog event. Even though the call variable values are not populated, the layout should still show the display name. My only suspicion was the fact that the user.layout value changed during the working and non working call, but from the logs you attached, I see that it is always uccxLayout. I am a bit puzzled.

It would require further deep debugging so I would suggest opening a TAC case for this as it is a product issue.

Thanx,

Denise

Highlighted
Beginner

Re: 11.5 Finesse Variables Don't Show up on 1st Call

Thank you. I will open a TAC case and let everyone know what happens. Thanks again for your help

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