After "Queue to Skill Group" call not delivered to agent

George Goglidze Berdzenishvili · ‎11-26-2013

Hi,

I am on a lab SPRAWLER system version 9.0 with IP IVR and System PG configured.

I have a very basic script, initially with Select, to chose an agent. This part works, if the agent is available the call goes straight to the agent.

If agent is not available, then I have "Translation Route to VRU", then "Queue to Skill Group", and then "Run Ext. Script(BasicQ)" then "Wait (5 sec)" which loops back to the "Run Ext. Script(BasicQ)".

The queue works fine, and when no agent is available announces: "Thank you for calling. All our representatives are busy..."

But the problem is, when the agent becomes available, the call does not get put to him.

In the Agent Desktop, I can see that the agent is being reserved though.

The problem is not Calling Search Space. I've checked that already.

Following Router logs are shown when the agent goes into ready state:

15:35:53 rtr Trace: (33 34 15 : 0 0) DeviceTargetPreCall_V11: CID=(150809,4

3839118), PerID=5000, SGSTID=5003, AGSTID=5004 NetworkCallFlags=0, InvokeID=28,

GREET=

15:35:53 rtr Trace: (33 34 15 : 0 0) Connect: CID=(150809,43839118), EventS

elect=0, ServiceType=0, RCID=5000, Label(s)=

15:35:53 rtr Trace: (33 34 15 : 0 0) Deleting Dialog.

15:36:23 rtr Trace: DEVICE_TARGET_ABORT_IND message received from Periphera

l(5000) CRSCallID(Date 150809 ,ID 43839118), NetworkTarget(-1),MRDomain(1), Agen

tSkillTargetID(-1).

It seems to me that no Labels are returned by Router.

Please let me know if you have any ideas where to look,

Thanks,

George,

villarrealed · ‎11-26-2013

Do you have your VRU script configured as "interruptible"?

Gergely Szabo · ‎11-26-2013

Hi.

Your script is a bit messed up.

All you have to do is this:

Select (LAA)

+ -> Skill Group A

- -> Queue to Skill Group A

+ ->

- -> Run External Script BasicQ.aef

And the Translation Route to VRU may go to the beginning of the script (or, rather, before the first Run External Script node.

G.

George Goglidze Berdzenishvili · ‎11-26-2013

Hi,

The VRU Script is indeed "interruptible".

Gergely, I have tried your script, but same result.

Although my script is not "messed up". It is exactly the one provided in Cisco documentation:

"Installation and Configuration Guide Cisco Unified Contact Center Enterprise 9.0(1)"

Page 97

Thanks,

George,

Gergely Szabo · ‎11-26-2013

M'kay, did you add a Device Target with Labels both for the CUCM and the VRU peripherals?

I checked the documentation, now I have an opinion on it, which is not public.

G.

George Goglidze Berdzenishvili · ‎11-27-2013

Hi Gergely,

I am not using Device Targets, I'm using Agent Translation Rules.

And I'm using System PG so I can not have two different PG's, so I cannot create/associate two different labels to the CUCM and VRU.

Regards,

Gergely Szabo · ‎11-27-2013

Hmm. Sorry. I should have known.

But this is strange, very strange. You say the call looks as "Reserved" at the agent application, but MoH music or whatever is configured in the BasicQ external script, keeps playing?

Can you do some debugging on the CTI and/or CTI OS level? I would like to see what's happening there.

Thanks.

G.

George Goglidze Berdzenishvili · ‎11-27-2013

Hi Gergely,

I will go and see how to do debug on CTI OS level. But I do not think the problem is there.

The BasicQ works as expected, it says "Thank you for calling. All our representatives are busy...", once in a while. There is no music and/or hold on this script.

The problem is that the Router is not returning the label where to route the call.

Although I do not know why it would not be able to return the label.

Here is Router output:

15:35:53 rtr Trace: (33 34 15 : 0 0) DeviceTargetPreCall_V11: CID=(150809,4

3839118), PerID=5000, SGSTID=5003, AGSTID=5004 NetworkCallFlags=0, InvokeID=28,

GREET=

15:35:53 rtr Trace: (33 34 15 : 0 0) Connect: CID=(150809,43839118), EventS

elect=0, ServiceType=0, RCID=5000, Label(s)=

15:35:53 rtr Trace: (33 34 15 : 0 0) Deleting Dialog.

15:36:23 rtr Trace: DEVICE_TARGET_ABORT_IND message received from Periphera

l(5000) CRSCallID(Date 150809 ,ID 43839118), NetworkTarget(-1),MRDomain(1), Agen

tSkillTargetID(-1).

It clearly says:

15:35:53 rtr Trace: (33 34 15 : 0 0) Connect: CID=(150809,43839118), EventS

elect=0, ServiceType=0, RCID=5000, Label(s)=

And then:

15:36:23 rtr Trace: DEVICE_TARGET_ABORT_IND message received from Periphera

l(5000) CRSCallID(Date 150809 ,ID 43839118), NetworkTarget(-1),MRDomain(1), Agen

tSkillTargetID(-1).

George Goglidze Berdzenishvili · ‎11-27-2013

I have enabled level 3 trace on the Router in hopes it reveals something interesting.

here it is:

Events from November 27, 2013:

20:45:30 rtr Trace: EMSServer connection established in node name: lab1\RouterA process: rtr for user lostchild.

20:46:00 rtr Trace: (3 x 0 : 0 0) NewCall: CID=(150810,73922101), DN=8000, ANI=2001, CED=, RCID=5000, MRDID=1, CallAtVRU=0, OpCode=0

20:46:00 rtr Trace: RCKSeqNum=1, NIC_DN=

20:46:00 rtr Trace: CallType(5000, 3): Init CT_SL_Timer: Threshold(20 + 2).

20:46:00 rtr Trace: TranRouteToVRU: 5002 1 5002

20:46:00 rtr Trace: (3 x 0 : 0 0) TranRouteToVRU: Label=6000, CorID=2, VRUID=5000

20:46:00 rtr Trace: (3 x 0 : 0 0) Connect: CID=(150810,73922101), EventSelect=0, ServiceType=0, RCID=5000, Label(s)=6000

20:46:00 rtr Trace: (3 x 0 : 0 0) Correlation id for dialog is (2).

20:46:00 rtr Trace: Dialog (4) has a PeripheralTarget correlationID (P5014) mapped to correlationID 2.

20:46:00 rtr Trace: (3 4 2 : 0 0) Dialog sending VRUQueueService to VRU (serv=5002, rt=5006)

20:46:00 rtr Trace: (3 4 2 : 0 0) RequestInstr: CID=(150810,73922101), CallState=1

20:46:00 rtr Trace: (3 4 2 : 0 0) Dialog resuming (Request Instruction received.) status (0)

20:46:00 rtr Trace: (3 4 2 : 0 0) Queuing Call CID=(150810,73922101) for SkillGroup SPG_1.Cisco_Voice.SKILL1, Pos=1

20:46:00 rtr Trace: CTSG(5000, 5003): CallsOfferedRouted=2.

20:46:00 rtr Trace: (3 4 2 : 0 0) Runscript sent. Dialog pending.

20:46:03 rtr Trace: Ignoring ClosedCallRecord_V12: RCK(150810-73922101) CallType(5000,CallType1), SLTimer ID(-1).disposition (15), CDF (5)

20:46:19 rtr Trace: Agent 5004 (1001) on peripheral 5000 (SPG_1) logged in to group 5000.

20:46:19 rtr Trace: Agent 5004 (1001) on peripheral 5000 (SPG_1) logged in to group 5003.

20:46:19 rtr Trace: Agent 5004 from PG domain 1. [off] to [nr-0:1,R]

20:46:21 rtr Trace: Agent 5004 from PG domain 1. [nr-0:1,R] to [rdy-0:1,RA]

20:46:21 rtr Trace: (3 4 2 : 0 0) Delivering queued CID=(150810,73922101) to SPG_1.Cisco_Voice.SKILL1.

20:46:21 rtr Trace: (3 4 2 : 0 0) Canceling queuing for CID=(150810,73922101)

20:46:21 rtr Trace: (3 4 2 : 0 0) Unqueuing Call CID=(150810,73922101) for SkillGroup SPG_1.Cisco_Voice.SKILL1, pos=1

20:46:21 rtr Trace: (3 4 2 : 0 0) Dialog sending VRUQueueEvent to VRU (3)

20:46:21 rtr Trace: Agent 5004 AssignedCall in domain 1. State changed from [rdy-0:1,RA] to [rdy-0:1,RA*]

20:46:21 rtr Trace: (3 4 2 : 0 0) RouteComplete:

20:46:21 rtr Trace: Route: DN=8000, ANI=2001, CED=, Label=

20:46:21 rtr Trace: Route: CID=(150810,73922101), Labels=1

20:46:21 rtr Trace: (3 4 2 : 0 0) DeviceTargetPreCall_V11: CID=(150810,73922101), PerID=5000, SGSTID=5003, AGSTID=5004 NetworkCallFlags=0, InvokeID=3, GREET=

20:46:21 rtr Trace: DN=8000, ANI=2001, CED=, CustDBProvidedDigits=, RouteID=5008, NetworkTargetID=0

20:46:21 rtr Trace: RCKSeqNum=2, DelayQTime=20, DelayRouterTime=20, SGDelayQTime=20

20:46:21 rtr Trace: CallGUID=, CustomerID=1

20:46:21 rtr Trace: LocationParamPKID=, LocationParamName=, SIPHeader=

20:46:21 rtr Trace: NIC_CalledPartyNumber=8000

20:46:21 rtr Trace: PV1= PV2= PV3= PV4= PV5=

20:46:21 rtr Trace: PV6= PV7= PV8= PV9= PV10=

20:46:21 rtr Trace: (3 4 2 : 0 0) Connect: CID=(150810,73922101), EventSelect=0, ServiceType=0, RCID=5000, Label(s)=

20:46:21 rtr Trace: (3 4 2 : 0 0) Deleting Dialog.

20:46:22 rtr Trace: Agent 5004 from PG domain 1. [rdy-0:1,RA*] to [rdy-0+1:1,R]

20:46:22 rtr Trace: Agent 5004 from PG domain 1. [rdy-0+1:1,R] to [res-1:1,R]

20:46:23 rtr Trace: CallType(5000, 3): CT_SL_Timer Timedout.

20:46:51 rtr Trace: DEVICE_TARGET_ABORT_IND message received from Peripheral(5000) CRSCallID(Date 150810 ,ID 73922101), NetworkTarget(-1),MRDomain(1), AgentSkillTargetID(-1).

20:46:52 rtr Trace: Agent 5004 from PG domain 1. [res-1:1,R] to [rdy-0:1,RA]

20:46:54 rtr Trace: CallType(5000, 3): Handling ClosedCallRecord_V12: RCK(150810-73922101), CTSG(5000,5003), ReportingIndex(CT:82, SG:82).

20:46:54 rtr Trace: CallType(5000, 3): Handling TCD: disposition (1), dispositionFlag(7), reportingIndex(82)

20:46:54 rtr Trace: CTSG(5000, 5003, 3): CountCallStatus:14(Incomplete).

20:46:54 rtr Trace: CallType(5000, 3): Deleting CT_SL_Timer.

George Goglidze Berdzenishvili · ‎11-28-2013

Anybody has any suggestions? Or at least a direction to search for?

Gergely Szabo · ‎11-28-2013

Can you please post the CTI or CTI OS logs? If it reaches the agent and then goes away, we should see what's happening there.

George Goglidze Berdzenishvili · ‎11-28-2013

Hi,

Sorry for a long post. But I could not find how to attach a file.

Here are the CTI Toolkit client logs.

From begining before agent logs in, the call is already queued.

Then when agent logs in, then goes Ready then agent is reserved.

After a timeout agent goes into ready state automatically again (without having received a call).

11/28/13 14:08:49.038 CTIOSTrace - InitInstance(), Creating window for message processing...

11/28/13 14:08:49.039 CTIOSTrace - InitInstance(), Created window.

11/28/13 14:08:49.039 CTIOSTrace - InitInstance(), Starting message pump...

11/28/13 14:08:49.040 CTIOSTrace - CConnectionMonitor::MonitorThread()

11/28/13 14:08:49.040 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 0 Connections.

11/28/13 14:08:49.056 CTIOSTrace - CConnectionMonitor::AddClient(CTIOSSoftphone.exe_7656_8028).

11/28/13 14:08:49.056 CTIOSTrace - CConnectionMonitor::AddClient, Adding Connection 0, (CTIOSSoftphone.exe_7656_8028)

11/28/13 14:08:49.056 ********* Started logging facility for CTIOSSoftphone.exe_7656_8028 *********

11/28/13 14:08:49.056 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting for list to be modified

11/28/13 14:08:49.056 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 1 Connections.

11/28/13 14:08:49.057 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, ServerMonitorThread started successfully.

11/28/13 14:08:49.057 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, Debug Output is OFF.

11/28/13 14:08:49.057 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, Screen Output is ON.

11/28/13 14:08:49.057 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, WaitThread started successfully.

11/28/13 14:08:49.057 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, WaitCurUserThread started successfully.

11/28/13 14:08:49.080 CTIOSTrace - CConnectionMonitor::AddClient(CTIOSSoftphone.exe_7656_7532).

11/28/13 14:08:49.080 CTIOSTrace - CConnectionMonitor::AddClient, Adding Connection 1, (CTIOSSoftphone.exe_7656_7532)

11/28/13 14:08:49.080 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting for list to be modified

11/28/13 14:08:49.080 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 2 Connections.

11/28/13 14:08:49.080 ********* Started logging facility for CTIOSSoftphone.exe_7656_7532 *********

11/28/13 14:08:49.080 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, ServerMonitorThread started successfully.

11/28/13 14:08:49.080 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, Debug Output is OFF.

11/28/13 14:08:49.080 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, Screen Output is ON.

11/28/13 14:08:49.081 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, WaitThread started successfully.

11/28/13 14:08:49.081 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, WaitCurUserThread started successfully.

11/28/13 14:08:49.677 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::SetSupervisorSilentMonitorMode

11/28/13 14:08:54.629 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::Connect: Missing CTIOS_MAXHEARTBEATS keyword. Using default value [3]

11/28/13 14:08:54.629 7656 CTIOSSoftphone Thd(6760) CCtiOsObject(055DB940)::ReportError( Code(-100) )

11/28/13 14:08:54.630 7656 CTIOSSoftphone Thd(6760) Attempting to resolve hostname [sprawler] to IP address (gethostbyname).

11/28/13 14:08:54.649 7656 CTIOSSoftphone Thd(6760) ** Attempting to connect to server [sprawler (192.168.50.60) port:42028] **

11/28/13 14:08:54.650 7656 CTIOSSoftphone Thd(6760) CNetPort(05635000)::InitializeSecureSockets(), security path [C:\Program Files (x86)\Cisco Systems\CTIOS Client\CTIOS Security\]

11/28/13 14:08:54.650 7656 CTIOSSoftphone Thd(6760) CNetPort(05635000)::InitializeSecureSockets(), HandshakeTime [5000]

11/28/13 14:08:55.868 7656 CTIOSSoftphone Thd(6760) CSSLCtx::ConfigCACert(), error:02001002:system library:fopen:No such file or directory

11/28/13 14:08:55.868 7656 CTIOSSoftphone Thd(6760) CSSLCtx(0562B878)::ConfigCACert(), Error loading certificates locations

11/28/13 14:08:55.868 7656 CTIOSSoftphone Thd(6760) CSSLClient(0562B878)::Init(), failed to configure CA certificate

11/28/13 14:08:55.868 7656 CTIOSSoftphone Thd(6760) CNetPort(05635000)::OpenSecure, failed to create, set, and configure Context and SSL objects

11/28/13 14:08:55.869 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eOnConnection ), EnablementMask = ffffffff

11/28/13 14:08:55.869 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (MsgID:eOnConnection EvtTime:17335869 CurSvr:sprawler CurPort:42028 SecConn:0)

11/28/13 14:08:55.870 7656 CTIOSSoftphone Thd(6824) NotifyConnectionRestored:: Adding system event eSysCTIOSServerOnline

11/28/13 14:08:55.870 7656 CTIOSSoftphone Thd(6760) CComSession::GetCurrentAgent. Invalid Agent pointer...

11/28/13 14:08:55.874 7656 CTIOSSoftphone Thd(6760) CCtiOsObject(055DB940)::ReportError( Code(-100) )

11/28/13 14:08:55.874 7656 CTIOSSoftphone Thd(6760) CComCtiosObject::GetValueArray. No value associated with property -> Login

11/28/13 14:08:55.875 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eGlobalSettingsDownloadRequest)

11/28/13 14:08:55.875 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (DsktpTyp:0 CTIOSClntVer:8.5.1)

11/28/13 14:08:55.877 7656 CTIOSSoftphone Thd(6760) CCtiOsObject(055DB940)::ReportError( Code(-100) )

11/28/13 14:08:55.877 7656 CTIOSSoftphone Thd(6760) CComCtiosObject::GetValueArray. No value associated with property -> Login

11/28/13 14:08:55.877 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eGlobalSettingsDownloadConf ), EnablementMask = ffffffff

11/28/13 14:08:55.877 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (MsgID:eGlobalSettingsDownloadConf DsktpSetngs:(ScrnPref:(MainScreen:(AgentStatisticsIntervalSec:15 BringToFrontOnCall:1 FlashOnCall:0 RecordingEnabled:0) TeamRealTime:(ColumnAutoResize:0)) Grid:(SGStats:(Col:(1:(Typ:SkillGroupNumber Hdr:QueueNumber) 10:(Typ:AgentsTalkingOther Hdr:AgentsTalkingOther) 11:(Typ:AgentsHold Hdr:AgentsHold) 12:(Typ:AgentsReserved Hdr:AgentsReserved) 13:(Typ:AgentsBusyOther Hdr:AgentsBusyOther) 14:(Typ:AgentsWorkNotReady Hdr:AgentsWorkNotReady) 15:(Typ:AgentsWorkReady Hdr:AgentsWorkReady) 16:(Typ:HandledCallsToday Hdr:HandledCallsToday) 17:(Typ:HandledCallsTalkTimeToday Hdr:HandledCallsTalkTimeToday) 2:(Typ:SkillGroupName Hdr:QueueName) 3:(Typ:RouterCallsQNow Hdr:RouterCallsQNow) 4:(Typ:LongestRouterCallQNow Hdr:LongestRouterCallQNow) 5:(Typ:AgentsLoggedOn Hdr:AgentsLoggedOn) 6:(Typ:AgentsNotReady Hdr:AgentsNotReady) 7:(Typ:AgentsReady Hdr:AgentsReady) 8:(Typ:AgentsTalkingIn Hdr:AgentsTalkingIn) 9:(Typ:AgentsTalkingOut Hdr:AgentsTalkingOut))) AGStats:(Col:(1:(Typ:CallsHandledToday Hdr:CallsHandledToday) 2:(Typ:HandledCallsTimeToday Hdr:HandledCallsTimeToday) 3:(Typ:TimeTalkingToday Hdr:TimeTalkingToday) 4:(Typ:TimeHoldingToday Hdr:TimeHoldingToday) 5:(Typ:TimeReadyToday Hdr:TimeReadyToday) 6:(Typ:TimeNotReadyToday Hdr:TimeNotReadyToday)))CallAppearance:(Col:(1:(Typ:CallID Hdr:CallID) 10:(Typ:Var2 Hdr:Var2editable:true maxchars:40) 11:(Typ:Var3 Hdr:Var3editable:true maxchars:40) 12:(Typ:Var4 Hdr:Var4editable:true maxchars:40) 13:(Typ:Var5 Hdr:Var5editable:true maxchars:40) 14:(Typ:Var6 Hdr:Var6editable:true maxchars:40) 15:(Typ:Var7 Hdr:Var7editable:true maxchars:40) 16:(Typ:Var8 Hdr:Var8editable:true maxchars:40) 17:(Typ:Var9 Hdr:Var9editable:true maxchars:40) 18:(Typ:Var10 Hdr:Var10editable:true maxchars:40) 2:(Typ:CallStatus Hdr:CallStatus) 3:(Typ:CallType Hdr:CallType) 4:(Typ:DNIS Hdr:DNIS) 5:(Typ:ANI Hdr:ANI) 6:(Typ:CED Hdr:CED) 7:(Typ:DialedNumber Hdr:DialedNumber) 8:(Typ:Wrapup Hdr:Wrapupeditable:true maxchars:39) 9:(Typ:Var1 Hdr:Var1editable:true maxchars:40)))) Login:(ConnProfs:(UCCE:(PrphID:5000 CtiOsA:sprawler CtiOsB:sprawler PortA:42028 PortB:42028 HB:5 MaxHBs:3 AutoLogin:1 WarnIfAlrdyLogdIn:0 ShowFldBitMsk:163 RejIfAlrdyLogdIn:0 IPCCSMEnbl:0 TOS:0 RasCallMode:0SwitchCapabilityBitMask:2134842367 WarnIfSilentMonitored:0)))IPCCSilentMonitor:(Settings:(HBIntv:5 MediaTermPort:4000 TOS:0 MonIPPort:39200 HBTmout:15CCMBasedSilentMonitor:0)) SoundPreferences:(DTMF:(Mute:0) DialTone:(Mute:0) OrgTone:(Mute:1) RngInTone:(Mute:1) All:(Mute:0)) Version:()) CILConnID:6)

11/28/13 14:08:55.877 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnGlobalSettingsDownloadConf()

11/28/13 14:08:55.877 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::DeskSetting(ScreenPreferences) (MainScreen:(AgentStatisticsIntervalSec:15 BringToFrontOnCall:1 FlashOnCall:0 RecordingEnabled:0) TeamRealTime:(ColumnAutoResize:0))

11/28/13 14:08:55.878 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::DeskSetting(Grid) (SGStats:(Col:(1:(Typ:SkillGroupNumber Hdr:QueueNumber) 10:(Typ:AgentsTalkingOther Hdr:AgentsTalkingOther) 11:(Typ:AgentsHold Hdr:AgentsHold) 12:(Typ:AgentsReserved Hdr:AgentsReserved) 13:(Typ:AgentsBusyOther Hdr:AgentsBusyOther) 14:(Typ:AgentsWorkNotReady Hdr:AgentsWorkNotReady) 15:(Typ:AgentsWorkReady Hdr:AgentsWorkReady) 16:(Typ:HandledCallsToday Hdr:HandledCallsToday) 17:(Typ:HandledCallsTalkTimeToday Hdr:HandledCallsTalkTimeToday) 2:(Typ:SkillGroupName Hdr:QueueName) 3:(Typ:RouterCallsQNow Hdr:RouterCallsQNow) 4:(Typ:LongestRouterCallQNow Hdr:LongestRouterCallQNow) 5:(Typ:AgentsLoggedOn Hdr:AgentsLoggedOn) 6:(Typ:AgentsNotReady Hdr:AgentsNotReady) 7:(Typ:AgentsReady Hdr:AgentsReady) 8:(Typ:AgentsTalkingIn Hdr:AgentsTalkingIn) 9:(Typ:AgentsTalkingOut Hdr:AgentsTalkingOut))) AGStats:(Col:(1:(Typ:CallsHandledToday Hdr:CallsHandledToday) 2:(Typ:HandledCallsTimeToday Hdr:HandledCallsTimeToday) 3:(Typ:TimeTalkingToday Hdr:TimeTalkingToday) 4:(Typ:TimeHoldingToday Hdr:TimeHoldingToday) 5:(Typ:TimeReadyToday Hdr:TimeReadyToday) 6:(Typ:TimeNotReadyToday Hdr:TimeNotReadyToday)))CallAppearance:(Col:(1:(Typ:CallID Hdr:CallID) 10:(Typ:Var2 Hdr:Var2editable:true maxchars:40) 11:(Typ:Var3 Hdr:Var3editable:true maxchars:40) 12:(Typ:Var4 Hdr:Var4editable:true maxchars:40) 13:(Typ:Var5 Hdr:Var5editable:true maxchars:40) 14:(Typ:Var6 Hdr:Var6editable:true maxchars:40) 15:(Typ:Var7 Hdr:Var7editable:true maxchars:40) 16:(Typ:Var8 Hdr:Var8editable:true maxchars:40) 17:(Typ:Var9 Hdr:Var9editable:true maxchars:40) 18:(Typ:Var10 Hdr:Var10editable:true maxchars:40) 2:(Typ:CallStatus Hdr:CallStatus) 3:(Typ:CallType Hdr:CallType) 4:(Typ:DNIS Hdr:DNIS) 5:(Typ:ANI Hdr:ANI) 6:(Typ:CED Hdr:CED) 7:(Typ:DialedNumber Hdr:DialedNumber) 8:(Typ:Wrapup Hdr:Wrapupeditable:true maxchars:39) 9:(Typ:Var1 Hdr:Var1editable:true maxchars:40))))

11/28/13 14:08:55.878 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::DeskSetting(Login) (ConnProfs:(UCCE:(PrphID:5000 CtiOsA:sprawler CtiOsB:sprawler PortA:42028 PortB:42028 HB:5 MaxHBs:3 AutoLogin:1 WarnIfAlrdyLogdIn:0 ShowFldBitMsk:163 RejIfAlrdyLogdIn:0 IPCCSMEnbl:0 TOS:0 RasCallMode:0SwitchCapabilityBitMask:2134842367 WarnIfSilentMonitored:0)))

11/28/13 14:08:55.878 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::DeskSetting(IPCCSilentMonitor) (Settings:(HBIntv:5 MediaTermPort:4000 TOS:0 MonIPPort:39200 HBTmout:15CCMBasedSilentMonitor:0))

11/28/13 14:08:55.878 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::DeskSetting(SoundPreferences) (DTMF:(Mute:0) DialTone:(Mute:0) OrgTone:(Mute:1) RngInTone:(Mute:1) All:(Mute:0))

11/28/13 14:08:55.878 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::DeskSetting(Version) ()

11/28/13 14:08:55.973 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eOnConnectionClosed ), EnablementMask = ffffffff

11/28/13 14:08:55.973 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (MsgID:eOnConnectionClosed)

11/28/13 14:08:55.973 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnConnectionClosed()

11/28/13 14:08:57.403 CTIOSTrace - CConnectionMonitor::AddClient(CTIOSSoftphone.exe_7656_7904).

11/28/13 14:08:57.403 CTIOSTrace - CConnectionMonitor::AddClient, Adding Connection 2, (CTIOSSoftphone.exe_7656_7904)

11/28/13 14:08:57.403 ********* Started logging facility for CTIOSSoftphone.exe_7656_7904 *********

11/28/13 14:08:57.403 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, ServerMonitorThread started successfully.

11/28/13 14:08:57.403 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, Debug Output is OFF.

11/28/13 14:08:57.403 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, Screen Output is ON.

11/28/13 14:08:57.403 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, WaitThread started successfully.

11/28/13 14:08:57.403 7656 CTIOSSoftphone Thd(6760) LogWrapper::Start, WaitCurUserThread started successfully.

11/28/13 14:08:57.449 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting for list to be modified

11/28/13 14:08:57.449 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 3 Connections.

11/28/13 14:09:00.078 7656 CTIOSSoftphone Thd(6760) CSSLClient(0562B878)::SaveClientCacheSession(), SSL object is NULL

11/28/13 14:09:00.078 7656 CTIOSSoftphone Thd(6760) Attempting to resolve hostname [sprawler] to IP address (gethostbyname).

11/28/13 14:09:00.082 7656 CTIOSSoftphone Thd(6760) ** Attempting to connect to server [sprawler (192.168.50.60) port:42028] **

11/28/13 14:09:00.084 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eOnConnection ), EnablementMask = ffffffff

11/28/13 14:09:00.084 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (MsgID:eOnConnection EvtTime:17340084 CurSvr:sprawler CurPort:42028 SecConn:0)

11/28/13 14:09:00.084 7656 CTIOSSoftphone Thd(6824) NotifyConnectionRestored:: Adding system event eSysCTIOSServerOnline

11/28/13 14:09:00.085 7656 CTIOSSoftphone Thd(6760) CComSession::GetCurrentAgent. Invalid Agent pointer...

11/28/13 14:09:00.086 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eIdentifyClientRequest)

11/28/13 14:09:00.086 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (ClntPwd:(null) CILClntID:SPRAWLER-7656-6824 CTIOSClntVer:8.5.1)

11/28/13 14:09:00.087 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eSetSessionModeRequest)

11/28/13 14:09:00.087 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (PrphID:5000 PrphTyp:0 AGState:eUnknown AvailTimeTdy:0 LogdOnTimeTdy:0 NotRdyTimeTdy:0 AGOutCallsTdy:0 AGOutCallsTlkTimeTdy:0 AGOutCallsTimeTdy:0 AGOutCallsHldTdy:0 AGOutCallsHldTimeTdy:0 HdlCallsTdy:0 HdlCallsTlkTimeTdy:0 HdlCallsTimeTdy:0 IncCallsHldTdy:0 IncCallsHldTimeTdy:0 IntCallsHldTdy:0 IntCallsHldTimeTdy:0 AvailTimeSess:0 LogdOnTimeSess:0 NotRdyTimeSess:0 AGOutCallsSess:0 AGOutCallsTlkTimeSess:0 AGOutCallsTimeSess:0 AGOutCallsHldSess:0 AGOutCallsHldTimeSess:0 HdlCallsSess:0 HdlCallsTlkTimeSess:0 HdlCallsTimeSess:0 IncCallsHldSess:0 IncCallsHldTimeSess:0 IntCallsSess:0 IntCallsTimeSess:0 IntCallsRcvdTimeSess:0 IntCallsHldSess:0 IntCallsHldTimeSess:0 IntCallsTdy:0 IntCallsTimeTdy:0 HdlCallsAftCallTimeSess:0 HdlCallsAftCallTimeTdy:0 MRDID:0 ICMAGID:0 AGMode:2 MaxTaskLim:0 NumTasks:0 AGExt:(null) AGID:1001 AGInstr:1001 SGs:() UniqObjID:(null) IntCallsRcvdTdy:0 IntCallsRcvdTimeTdy:0 IntCallsRcvdSess:0 ClntAGTempID:agent.1385647737 ClassId:1 IsSupv:0 LstErr:(6760:1) ConnMode:1 AutoLogin:1 SavAGState:9 WaitforRecvry:0 SavLoginInfo:() CurProf:UCCE LoginTime:0 IsAGTeamMbr:0 AGAvailStatus:-1 ICMAvailTimeSess:0 RoutblTimeTdy:0 ICMAvailTimeTdy:0 RoutblTimeSess:0 LoginNam:(null) AGCallMode:0 SMTgtAGUID:(null) SMCallUID:(null) SavAGGreetState:2)

11/28/13 14:09:00.093 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eIdentifyClientConf ), EnablementMask = ffffffff

11/28/13 14:09:00.093 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (ClntPwd:(null) ClntAddr:192.168.50.60 MsgID:eIdentifyClientConf CILClntID:SPRAWLER-7656-6824 ProdVer:7.1 SMMode:1 CTIOSClntVer:8.5.1)

11/28/13 14:09:00.093 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnIdentifyClientConf()

11/28/13 14:09:00.093 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSetAgentModeEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.093 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:0 AGState:eUnknown AvailTimeTdy:0 LogdOnTimeTdy:0 NotRdyTimeTdy:0 AGOutCallsTdy:0 AGOutCallsTlkTimeTdy:0 AGOutCallsTimeTdy:0 AGOutCallsHldTdy:0 AGOutCallsHldTimeTdy:0 HdlCallsTdy:0 HdlCallsTlkTimeTdy:0 HdlCallsTimeTdy:0 IncCallsHldTdy:0 IncCallsHldTimeTdy:0 IntCallsHldTdy:0 IntCallsHldTimeTdy:0 AvailTimeSess:0 LogdOnTimeSess:0 NotRdyTimeSess:0 AGOutCallsSess:0 AGOutCallsTlkTimeSess:0 AGOutCallsTimeSess:0 AGOutCallsHldSess:0 AGOutCallsHldTimeSess:0 HdlCallsSess:0 HdlCallsTlkTimeSess:0 HdlCallsTimeSess:0 IncCallsHldSess:0 IncCallsHldTimeSess:0 IntCallsSess:0 IntCallsTimeSess:0 IntCallsRcvdTimeSess:0 IntCallsHldSess:0 IntCallsHldTimeSess:0 IntCallsTdy:0 IntCallsTimeTdy:0 HdlCallsAftCallTimeSess:0 HdlCallsAftCallTimeTdy:0 MRDID:0 ICMAGID:0 AGMode:2 MaxTaskLim:0 NumTasks:0 AGExt:(null) AGID:1001 AGInstr:1001 SGs:() UniqObjID:agent.5000.1001 MsgID:eSetAgentModeEvent IntCallsRcvdTdy:0 IntCallsRcvdTimeTdy:0 IntCallsRcvdSess:0 ClntAGTempID:agent.1385647737 ClassId:1 IsSupv:0 LstErr:(6760:1) ConnMode:1 Filt:filtertarget = agent.5000.1001 CILConnID:7 AutoLogin:1 SavAGState:9 WaitforRecvry:0 SavLoginInfo:() StatusSys:(StatusCTISvr:1 StatusCtiSvrDvr:1 StatusCC:1 StatusPrphs:(5000:1)) CurProf:UCCE LoginTime:0 IsAGTeamMbr:0 AGAvailStatus:-1 ICMAvailTimeSess:0 RoutblTimeTdy:0 ICMAvailTimeTdy:0 RoutblTimeSess:0 OrgClntID:SPRAWLER-7656-6824 LoginNam:(null) BlkAllEvts:1 AGCallMode:0 SMTgtAGUID:(null) SMCallUID:(null) SavAGGreetState:2)

11/28/13 14:09:00.094 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] eSetAgentModeEvent

11/28/13 14:09:00.098 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eQueryAgentStateConf ), EnablementMask = a1b0010

11/28/13 14:09:00.098 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 AGState:eNotReady NumSGs:2 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 Msk:0xa1b0010 UniqObjID:agent.5000.1001 MsgID:eQueryAgentStateConf IncWrpupStr:(string0:Insert incoming wrapup string 0 here. string1:Insert incoming wrapup string 1 here. string2:Insert incoming wrapup string 2 here. string3:Insert incoming wrapup string 3 here.) NotRdyRsnCodes:(Insert not ready reason code 1 here.:1 Insert not ready reason code 2 here.:2 Insert not ready reason code 3 here.:3 Insert not ready reason code 4 here.:4) LogoutRsnCodes:(Insert logout reason code 1 here.:1 Insert logout reason code 2 here.:2 Insert logout reason code 3 here.:3 Insert logout reason code 4 here.:4) NotRdyRsnReq:0 LogoutRsnReq:0 AGAvailStatus:0 MskExt:1SkillGroup[1]:(SG#:18091 SGID:5000 SGPri:0 SGState:2) SkillGroup[2]:(SG#:1 SGID:5003 SGPri:0 SGState:2))

11/28/13 14:09:00.098 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001]::OnQueryAgentStateConf()

11/28/13 14:09:00.100 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::Login()

11/28/13 14:09:00.100 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::SetAgentState()

11/28/13 14:09:00.100 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eSetAgentStateRequest )

11/28/13 14:09:00.100 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (PrphID:5000 AGState:eLogin AGWorkMode:0 AGExt:1001 AGID:1001 AGInstr:1001 AGPwd:cisco UniqObjID:agent.5000.1001 ClntAGTempID:agent.1385647737 ClassId:1 RmtLogin:0)

11/28/13 14:09:00.100 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eSetAgentStateRequest)

11/28/13 14:09:00.101 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (PrphID:5000 AGState:eLogin AGWorkMode:0 AGExt:1001 AGID:1001 AGInstr:1001 AGPwd:cisco UniqObjID:agent.5000.1001 ClntAGTempID:agent.1385647737 ClassId:1 RmtLogin:0)

11/28/13 14:09:00.107 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::SetAgentGreetingAction()

11/28/13 14:09:00.107 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eAgentGreetingControlRequest )

11/28/13 14:09:00.107 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1 AGGreetActn:eGreetingEnable)

11/28/13 14:09:00.107 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eAgentGreetingControlRequest)

11/28/13 14:09:00.107 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1 AGGreetActn:eGreetingEnable)

11/28/13 14:09:00.117 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask = a1b0010

11/28/13 14:09:00.117 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:00.145 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.145 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (AGID:1001 AGLstNam:Agent1 AGFstNam:Agent1 UniqObjID:agent.5000.1001 MsgID:eAgentInfoEvent SupvKey:(null) LoginNam:agent1)

11/28/13 14:09:00.145 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] eAgentInfoEvent

11/28/13 14:09:00.159 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

11/28/13 14:09:00.159 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eSetAgentStateConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 BlkAllEvts:0)

11/28/13 14:09:00.159 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eQueryAgentStateConf ), EnablementMask = a1b0010

11/28/13 14:09:00.160 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 AGState:eNotReady NumSGs:2 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 Msk:0xa1b0010 UniqObjID:agent.5000.1001 MsgID:eQueryAgentStateConf IncWrpupStr:(string0:Insert incoming wrapup string 0 here. string1:Insert incoming wrapup string 1 here. string2:Insert incoming wrapup string 2 here. string3:Insert incoming wrapup string 3 here.) NotRdyRsnCodes:(Insert not ready reason code 1 here.:1 Insert not ready reason code 2 here.:2 Insert not ready reason code 3 here.:3 Insert not ready reason code 4 here.:4) LogoutRsnCodes:(Insert logout reason code 1 here.:1 Insert logout reason code 2 here.:2 Insert logout reason code 3 here.:3 Insert logout reason code 4 here.:4) NotRdyRsnReq:0 LogoutRsnReq:0 AGAvailStatus:0 MskExt:1SkillGroup[1]:(SG#:18091 SGID:5000 SGPri:0 SGState:2) SkillGroup[2]:(SG#:1 SGID:5003 SGPri:0 SGState:2))

11/28/13 14:09:00.160 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001]::OnQueryAgentStateConf()

11/28/13 14:09:00.160 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eEnableSkillGroupStatisticsRequest )

11/28/13 14:09:00.160 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.160 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

11/28/13 14:09:00.160 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.161 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eEnableAgentStatisticsRequest )

11/28/13 14:09:00.161 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.161 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

11/28/13 14:09:00.161 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.164 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eEnableSkillGroupStatisticsRequest )

11/28/13 14:09:00.164 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.164 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

11/28/13 14:09:00.164 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.165 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eEnableAgentStatisticsRequest )

11/28/13 14:09:00.165 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.166 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

11/28/13 14:09:00.166 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.167 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask = a1b0010

11/28/13 14:09:00.167 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:00.176 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentDeskSettingsConf ), EnablementMask = a1b0010

11/28/13 14:09:00.176 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 DeskSetngsMsk:512 WrpupDataIncMode:1 WrpupDataOutMode:1 LogoutNonActvTime:20 QualRecRate:4294967295 RngNoAnsTime:10 WorkModeTimer:7200 RngNoAnsDN:0 SMWarnMsg:0 SMAudInd:0 SupvAssistCallMthd:0 EmerCallMthd:0 AutoRecOnEmer:0 RecMode:0 AGID:1001 DefDevPortAddr:(null) Msk:0xa1b0010 UniqObjID:agent.5000.1001 MsgID:eAgentDeskSettingsConf NotRdyRsnReq:0 LogoutRsnReq:0 MskExt:1)

11/28/13 14:09:00.177 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask = a1b0010

11/28/13 14:09:00.177 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:00.180 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eButtonEnablementMaskChange ), EnablementMask = ffffffff

11/28/13 14:09:00.180 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (AGID:1001 DevID:1001 UniqObjID:agent.5000.1001 MsgID:eButtonEnablementMaskChange MskExt:1)

11/28/13 14:09:00.185 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentGreetingControlConf ), EnablementMask = ffffffff

11/28/13 14:09:00.186 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eAgentGreetingControlConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 AGGreetActn:eGreetingEnable MskExt:1)

11/28/13 14:09:00.189 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:00.193 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.194 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (SG#:18091 SGID:5000 SGPri:0 UniqObjID:skillgroup.5000.18091.0 MsgID:eSkillInfoEvent SGNam:000215549462)

11/28/13 14:09:00.196 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.196 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (SG#:1 SGID:5003 SGPri:0 UniqObjID:skillgroup.5000.1.0 MsgID:eSkillInfoEvent SGNam:SKILL1)

11/28/13 14:09:00.200 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.200 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (SG#:18091 SGID:5000 SGPri:0 UniqObjID:skillgroup.5000.18091.0 MsgID:eSkillInfoEvent SGNam:000215549462)

11/28/13 14:09:00.200 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.200 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (SG#:1 SGID:5003 SGPri:0 UniqObjID:skillgroup.5000.1.0 MsgID:eSkillInfoEvent SGNam:SKILL1)

11/28/13 14:09:01.794 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::SetAgentState()

11/28/13 14:09:01.794 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eSetAgentStateRequest )

11/28/13 14:09:01.794 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (AGState:eAvailable EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:01.794 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eSetAgentStateRequest)

11/28/13 14:09:01.794 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (AGState:eAvailable EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:01.800 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = 101b0000

11/28/13 14:09:01.802 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eAvailable SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:3 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:(null) Msk:0x101b0000 UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:1 MskExt:1)

11/28/13 14:09:01.802 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] eAgentStateEvent( eAvailable )

11/28/13 14:09:01.808 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask = 101b0000

11/28/13 14:09:01.808 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:01.816 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

11/28/13 14:09:01.816 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eSetAgentStateConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 BlkAllEvts:0)

11/28/13 14:09:02.183 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentPrecallEvent ), EnablementMask = ffffffff

11/28/13 14:09:02.183 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (SVC#:1 SVCID:5002 SG#:1 SGID:5003 SGPri:0 MonID:0 NumNamVars:0 NumNamArrs:0 MRDID:1 AGInstr:1001 ANI:2001 UsrToUsrInfo:(null) Dialed#:8000 CallrEntrDig:(null) RCallKeyDay:150811 RCallKeyCID:46598111 MsgID:eAgentPrecallEvent ICMEntUniqID:icm.150811.46598111 RCallKeySeq#:2 CallTypIDTag:5000 PreCallIIDTag:16)

11/28/13 14:09:02.184 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

11/28/13 14:09:02.184 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eReserved SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:7 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:1 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0)

11/28/13 14:09:02.184 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] eAgentStateEvent( eReserved )

11/28/13 14:09:02.529 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSnapshotDeviceConf ), EnablementMask = ffffffff

11/28/13 14:09:02.530 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (NumCalls:0 UniqObjID:device.5000.1001 MsgID:eSnapshotDeviceConf VldCalls:() NumSMTgtCalls:0)

11/28/13 14:09:02.530 7656 CTIOSSoftphone Thd(6824) [device.5000.1001] eSnapshotDeviceConf (NumCalls = 0)

11/28/13 14:09:32.278 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = 101b0000

11/28/13 14:09:32.278 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eAvailable SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:3 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer Msk:0x101b0000 UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:1 MskExt:1)

11/28/13 14:09:32.278 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] eAgentStateEvent( eAvailable )

11/28/13 14:09:32.282 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask = 101b0000

11/28/13 14:09:32.282 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:10:00.392 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::SetAgentState()

11/28/13 14:10:00.392 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eSetAgentStateRequest )

11/28/13 14:10:00.392 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (AGState:eNotReady EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:00.392 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eSetAgentStateRequest)

11/28/13 14:10:00.392 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (AGState:eNotReady EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:00.401 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = a1b0010

11/28/13 14:10:00.401 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eNotReady SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:2 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer Msk:0xa1b0010 UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0 MskExt:1)

11/28/13 14:10:00.401 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] eAgentStateEvent( eNotReady )

11/28/13 14:10:00.404 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask = a1b0010

11/28/13 14:10:00.404 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:10:00.407 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

11/28/13 14:10:00.407 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eSetAgentStateConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 BlkAllEvts:0)

11/28/13 14:10:01.075 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::Logout()

11/28/13 14:10:01.075 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::GetAgentState()

11/28/13 14:10:01.075 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::SetAgentState()

11/28/13 14:10:01.075 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eSetAgentStateRequest )

11/28/13 14:10:01.075 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (AGState:eLogout EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.075 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eSetAgentStateRequest)

11/28/13 14:10:01.075 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (AGState:eLogout EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.110 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

11/28/13 14:10:01.110 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eNotReady SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:1 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 AGAvailStatus:0)

11/28/13 14:10:01.110 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] SetAgentProperties-Marking skill group 18091 for removal

11/28/13 14:10:01.110 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001]SetAgentProperties: Removed skill group SkillGroup[1]:18091.0

11/28/13 14:10:01.110 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] SetAgentProperties-Overwriting skill group index 1

11/28/13 14:10:01.110 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] SetAgentProperties-SkillGroup[1]:1.0

11/28/13 14:10:01.110 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] eAgentStateEvent( eNotReady )

11/28/13 14:10:01.576 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eDisableSkillGroupStatisticsRequest )

11/28/13 14:10:01.576 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.576 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eDisableSkillGroupStatisticsRequest)

11/28/13 14:10:01.576 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.576 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eDisableAgentStatisticsRequest )

11/28/13 14:10:01.576 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.576 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eDisableAgentStatisticsRequest)

11/28/13 14:10:01.576 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.578 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eDisableSkillGroupStatisticsRequest )

11/28/13 14:10:01.578 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.578 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eDisableSkillGroupStatisticsRequest)

11/28/13 14:10:01.578 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.578 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eDisableAgentStatisticsRequest )

11/28/13 14:10:01.578 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.578 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eDisableAgentStatisticsRequest)

11/28/13 14:10:01.578 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.579 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eEnableSkillGroupStatisticsRequest )

11/28/13 14:10:01.579 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.579 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

11/28/13 14:10:01.579 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.579 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eEnableAgentStatisticsRequest )

11/28/13 14:10:01.579 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.579 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

11/28/13 14:10:01.579 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.582 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eEnableSkillGroupStatisticsRequest )

11/28/13 14:10:01.582 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.582 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

11/28/13 14:10:01.582 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.583 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eEnableAgentStatisticsRequest )

11/28/13 14:10:01.583 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.583 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

11/28/13 14:10:01.583 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.584 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = 1000000

11/28/13 14:10:01.584 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eLogout SG#:1 SGID:5003 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:1 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer Msk:0x1000000 UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0 MskExt:0)

11/28/13 14:10:01.584 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] SetAgentProperties-Marking skill group 1 for removal

11/28/13 14:10:01.584 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001]SetAgentProperties: Removed skill group SkillGroup[1]:1.0

11/28/13 14:10:01.584 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] eAgentStateEvent( eLogout )

11/28/13 14:10:01.584 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eDisableSkillGroupStatisticsRequest )

11/28/13 14:10:01.584 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.584 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eDisableSkillGroupStatisticsRequest)

11/28/13 14:10:01.584 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.585 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eDisableAgentStatisticsRequest )

11/28/13 14:10:01.585 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.585 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eDisableAgentStatisticsRequest)

11/28/13 14:10:01.585 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.586 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eDisableSkillGroupStatisticsRequest )

11/28/13 14:10:01.586 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.586 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eDisableSkillGroupStatisticsRequest)

11/28/13 14:10:01.586 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.586 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest( eDisableAgentStatisticsRequest )

11/28/13 14:10:01.586 7656 CTIOSSoftphone Thd(6760) [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.586 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest(eDisableAgentStatisticsRequest)

11/28/13 14:10:01.586 7656 CTIOSSoftphone Thd(6760) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.587 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask = 1000000

11/28/13 14:10:01.587 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask Extension = 0

11/28/13 14:10:01.594 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] SetAgentProperties-Marking skill group 1 for removal

11/28/13 14:10:01.594 7656 CTIOSSoftphone Thd(6824) [agent.5000.1001] ePostLogoutEvent

11/28/13 14:10:01.599 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask = 1000000

11/28/13 14:10:01.599 7656 CTIOSSoftphone Thd(6824) ObjectId = agent.5000.1001 , Enablement Mask Extension = 0

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eLogout SG#:4294967295 SGID:4294967295 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:1 SessID:0 MRDID:1 ICMAGID:5004 AGMode:0 MaxTaskLim:0 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 AGAvailStatus:0)

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(30)

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsObject(055DB940)::ReportError( Code(-109) )

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eAgentStateEvent)

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eSetAgentStateConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 BlkAllEvts:0)

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(39)

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsObject(055DB940)::ReportError( Code(-109) )

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eSetAgentStateConf)

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(536871025)

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsObject(055DB940)::ReportError( Code(-109) )

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eOnNewAgentStatisticsEvent)

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(536871025)

11/28/13 14:10:01.603 7656 CTIOSSoftphone Thd(6824) CCtiOsObject(055DB940)::ReportError( Code(-109) )

11/28/13 14:10:01.604 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eOnNewAgentStatisticsEvent)

11/28/13 14:10:01.604 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent( eOnConnectionClosed ), EnablementMask = ffffffff

11/28/13 14:10:01.604 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnEvent, (MsgID:eOnConnectionClosed)

11/28/13 14:10:01.604 7656 CTIOSSoftphone Thd(6824) CCtiOsSession::OnConnectionClosed()

11/28/13 14:10:03.707 CTIOSTrace - CConnectionMonitor::MonitorThread, Connection (CTIOSSoftphone.exe_7656_7532) Abandoned

11/28/13 14:10:03.707 CTIOSTrace - CConnectionMonitor::RemoveClient, Removing Connection (CTIOSSoftphone.exe_7656_7532)

11/28/13 14:10:03.707 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 2 Connections.

11/28/13 14:10:03.707 CTIOSTrace - CConnectionMonitor::MonitorThread, Connection (CTIOSSoftphone.exe_7656_8028) Abandoned

11/28/13 14:10:03.707 CTIOSTrace - CConnectionMonitor::RemoveClient, Removing Connection (CTIOSSoftphone.exe_7656_8028)

11/28/13 14:10:03.707 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 1 Connections.

11/28/13 14:10:03.707 CTIOSTrace - CConnectionMonitor::MonitorThread, Connection (CTIOSSoftphone.exe_7656_7904) Abandoned

11/28/13 14:10:03.707 CTIOSTrace - CConnectionMonitor::RemoveClient, Removing Connection (CTIOSSoftphone.exe_7656_7904)

11/28/13 14:10:03.707 CTIOSTrace - CConnectionMonitor::MonitorThread, Posting Quit Message

11/28/13 14:10:03.723 CTIOSTrace - WndProc(WM_DESTROY)

Gergely Szabo · ‎11-28-2013

Hi, well, client side logs are fine, but they won't reveal too much about what's going on at the server side.

Can you please post the CTI Server and the CTI OS Server logs. Use the Advanced Editor, then the Attach Files feature.

G.

George Goglidze Berdzenishvili · ‎11-28-2013

Hi Gergely,

Please find the CTISRV Logs:

Events from November 28, 2013:

18:18:12 ctisvr Trace: EMSServer connection established in node name: lab1\CG1A process: ctisvr for user lostchild.

18:18:17 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 22 (CTI_CALL_CREATED_EVENT) ...

18:18:17 ctisvr Trace:

18:18:17 ctisvr Trace: CALL_CREATED: CallID=16778277.2001(d) Dest= Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)

18:18:17 ctisvr Trace: CampaignID=-1 QueryRuleID=-1

18:18:17 ctisvr Trace: TrunkGroup=-1 DNIS:8000 ANI:2001 CED: Dialed=

18:18:17 ctisvr Trace: UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=

18:18:17 ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

18:18:17 ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

18:18:17 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 111 () ...

18:18:17 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 24 (CTI_CALL_DATA_UPDATE_EVENT) ...

18:18:17 ctisvr SESSION 1: MsgType:CALL_ATTRIBUTE_CHANGE_EVENT (MonitorID:0 PeripheralID:5000 PeripheralType:N/A

18:18:17 ctisvr SESSION 1: ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:16778277 CallTypeID:5000

18:18:17 ctisvr SESSION 1: ServiceNumber:0 ConnectionDeviceID:"2001" )

18:18:17 ctisvr Trace:

18:18:17 ctisvr Trace: CALL_DATA_UPDATE: CID=16778277.2001(d) Dest= Active=Y Periph=5000 ECCsize=0

18:18:17 ctisvr Trace: CallType=1(ACD_IN) CPDisposition=0(INVALID) TrunkGroup=-1

18:18:17 ctisvr Trace: RouterCallKey=150811 46598116 CampaignID=-1 QueryRuleID=-1

18:18:17 ctisvr Trace: DNIS:8000 ANI:2001 CED: Dialed=

18:18:17 ctisvr Trace: UserToUser= Wrapup=

18:18:17 ctisvr Trace: CustPhone#= CustAccount#=

18:18:17 ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

18:18:17 ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

18:18:17 ctisvr Trace: SrcAgentExt=(CS_NULL) DestAgentExt=(CS_NONE)

18:18:17 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:17 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 23 (CTI_CALL_TERMINATED_EVENT) ...

18:18:17 ctisvr Trace:

18:18:17 ctisvr Trace: CSTA_CALL_CLEARED - callID=16778277.(s) localConnectionInfo(-1)=CS_NONE cause=1015

18:18:17 ctisvr Trace: ProcessCallClearedEvent - peripheralID 5000 CallID 16778277

18:18:17 ctisvr Trace: Removing device: 2001

18:18:17 ctisvr Trace: TailorMessageForClient - reEncode message for version 15

18:18:17 ctisvr SESSION 1: MsgType:BEGIN_CALL_EVENT (MonitorID:0 PeripheralID:5000 PeripheralType:IPCC Simplified

18:18:17 ctisvr SESSION 1: NumCTIClients:0 NumNamedVariables:0 NumNamedArrays:0 CallType:CALLTYPE_ACD_IN

18:18:17 ctisvr SESSION 1: ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:16778277

18:18:17 ctisvr SESSION 1: CalledPartyDisposition:CD_INVALID ConnectionDeviceID:"2001" ANI:"2001" DNIS:"8000"

18:18:17 ctisvr SESSION 1: RouterCallKeyDay:150811 RouterCallKeyCallID:46598116 RouterCallKeySequenceNum:1 )

18:18:17 ctisvr Trace: TailorMessageForClient - reEncode message for version 15

18:18:17 ctisvr SESSION 1: MsgType:CALL_CLEARED_EVENT (MonitorID:0 PeripheralID:5000 PeripheralType:IPCC Simplified

18:18:17 ctisvr SESSION 1: ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:16778277

18:18:17 ctisvr SESSION 1: LocalConnectionState:LCS_NONE EventCause:CECX_REDIRECTED ConnectionDeviceID:"" )

18:18:17 ctisvr Trace:

18:18:17 ctisvr Trace: CALL TERMINATED: CallID=16778277.2001(d) Periph=5000

18:18:17 ctisvr Trace: TailorMessageForClient - reEncode message for version 15

18:18:17 ctisvr SESSION 1: MsgType:END_CALL_EVENT (MonitorID:0 PeripheralID:5000 PeripheralType:IPCC Simplified

18:18:17 ctisvr SESSION 1: ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:16778277

18:18:17 ctisvr SESSION 1: ConnectionDeviceID:"2001" )

18:18:17 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:17 ctisvr Trace:

18:18:17 ctisvr Trace: CSTA_QUEUED - callID=56.(s) queue=ID_NOT_KNOWN callingDev=2001 calledDev=ID_NOT_KNOWN lastRedirectionDevice=(DEV)6000 localConnectionInfo(5)=CS_QUEUED cause=-1

18:18:17 ctisvr Trace: service=1 numQueued=1 numGroups=1

18:18:17 ctisvr Trace: *** ProcessCallQueuedEvent - Periph 5000 CallID 56.(s) not found ***

18:18:17 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:17 ctisvr Trace:

18:18:17 ctisvr Trace: CSTA_DIVERTED - callID=56.(s) divertedDevice=ID_NOT_KNOWN newDestination=ID_NOT_KNOWN localConnectionInfo(1)=CS_INITIATE cause=-1

18:18:17 ctisvr Trace: Service=1(5002)

18:18:17 ctisvr Trace: *** ProcessCallDivertedEvent - Periph 5000 CallID 56.(s) not found ***

18:18:17 ctisvr Trace:

18:18:17 ctisvr Trace: CSTA_QUEUED - callID=56.(s) queue=ID_NOT_KNOWN callingDev=98310 calledDev=(DEV)6000 lastRedirectionDevice=ID_NOT_KNOWN localConnectionInfo(5)=CS_QUEUED cause=-1

18:18:17 ctisvr Trace: service=1 numQueued=1 numGroups=0

18:18:17 ctisvr Trace: *** ProcessCallQueuedEvent - Periph 5000 CallID 56.(s) not found ***

18:18:19 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:25 ctisvr Trace:

18:18:25 ctisvr SESSION 1: MsgType:CLIENT_EVENT_REPORT_REQ (InvokeID:0xcd4 ObjectState:Normal ObjectName:"CTIOS_NUM_CLIENTS"

18:18:25 ctisvr SESSION 1: Text:"1" )

18:18:25 ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1

18:18:25 ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1

18:18:25 ctisvr SESSION 1: MsgType:CLIENT_EVENT_REPORT_CONF (InvokeID:0xcd4 )

18:18:25 ctisvr Trace:

18:18:25 ctisvr SESSION 1: MsgType:QUERY_AGENT_STATE_REQ (InvokeID:0xcd5 PeripheralID:5000 MRDID:0 ICMAgentID:0

18:18:25 ctisvr SESSION 1: AgentExtension:"1001" AgentID:"1001" AgentInstrument:"1001" )

18:18:25 ctisvr Trace: ProcessQueryAgentStateRequest - sessionID 1

18:18:25 ctisvr Trace: GET_AGENT_STATE_REQ: InvokeID=0x2b000cbc Periph=5000 MRDomainID= 1 SkillTarID=0 Ext=1001 AGTID=1001 Inst:1001

18:18:25 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 13 (CTI_GET_AGENT_STATE_RESP) ...

18:18:25 ctisvr Trace:

18:18:25 ctisvr Trace: AGENT_STATE_RESPONSE: InvokeID=0x2b000cbc ID=1001 Periph=5000 ClientType=23 Online=Y

18:18:25 ctisvr Trace: Ext= Inst= State=LOGOUT Duration=0 Sig=

18:18:25 ctisvr Trace: SkTgtID=5004 SkGrpNo=0xffffffff SkGrpID=-1 NumGroups=2 NumLines=0 CurLine=-1

18:18:25 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=0 AgentMode=0 AgentAvailabilityStatus=0

18:18:25 ctisvr Trace: SkGroup[0]: Number=18091 ID=5000 Pri=0 State=LOGOUT

18:18:25 ctisvr Trace: SkGroup[1]: Number=1 ID=5003 Pri=0 State=LOGOUT

18:18:25 ctisvr SESSION 1: MsgType:QUERY_AGENT_STATE_CONF (InvokeID:0xcd5 AgentState:LOGOUT NumSkillGroups:2 MRDID:1

18:18:25 ctisvr SESSION 1: NumTasks:0 AgentMode:0 MaxTaskLimit:0 ICMAgentID:5004 AgentAvailabilityStatus:0

18:18:25 ctisvr SESSION 1: AgentID:"1001" AgentExtension:"1001" AgentInstrument:"1001" FltSkillGroupNumber:18091

18:18:25 ctisvr SESSION 1: FltSkillGroupID:5000 FltSkillGroupPriority:0 FltSkillGroupState:LOGOUT

18:18:25 ctisvr SESSION 1: FltSkillGroupNumber:1 FltSkillGroupID:5003 FltSkillGroupPriority:0

18:18:25 ctisvr SESSION 1: FltSkillGroupState:LOGOUT )

18:18:25 ctisvr Trace:

18:18:25 ctisvr SESSION 1: MsgType:SET_AGENT_STATE_REQ (InvokeID:0xcd6 PeripheralID:5000 AgentState:LOGIN

18:18:25 ctisvr SESSION 1: AgentWorkMode:AWM_UNSPECIFIED NumSkillGroups:0 EventReasonCode:50004 ForcedFlag:0

18:18:25 ctisvr SESSION 1: AgentServiceReq:0 AgentInstrument:"1001" AgentID:"1001" )

18:18:25 ctisvr Trace: ProcessSetAgentStateRequest - sessionID 1

18:18:25 ctisvr Trace: *** AddToAssociateAgentList(); ADDED: SessionID=1 AgentID=1001 PeripheralID=5000

18:18:25 ctisvr Trace: CSTASetAgentState: InvokeID=0x2b000cbd Dev=1001 AgentMode=LOG_IN AGID=1001 SG=-1(0xffffffff))

18:18:25 ctisvr Trace: PrivateData: EventReasonCode=50004 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

18:18:25 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:25 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:25 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=

18:18:25 ctisvr Trace: SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr Trace: SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

18:18:25 ctisvr Trace: SetAgentDevice: Agent(1001) -> Device(1001).

18:18:25 ctisvr Trace: SetAgentDevice: CSTADevice(1001) -> Agent(1001).

18:18:25 ctisvr Trace: SET_CLIENT_STATUS_REQ: InvokeID=0x2b000cbe Periph=5000 Status=0x1 AgentID=1001 Signature:CTIOSServer

18:18:25 ctisvr SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC

18:18:25 ctisvr SESSION 1: Simplified SkillGroupState:LOGIN StateDuration:0 SkillGroupNumber:18091 SkillGroupID:5000

18:18:25 ctisvr SESSION 1: SkillGroupPriority:0 AgentState:NOT_READY EventReasonCode:0 MRDID:1 NumTasks:0

18:18:25 ctisvr SESSION 1: AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0 NumFltSkillGroups:0

18:18:25 ctisvr SESSION 1: ClientSignature:"" AgentID:"1001" AgentExtension:"1001" AgentInstrument:"1001" )

18:18:25 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=

18:18:25 ctisvr Trace: SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr Trace: SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

18:18:25 ctisvr SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC

18:18:25 ctisvr SESSION 1: Simplified SkillGroupState:LOGIN StateDuration:0 SkillGroupNumber:1 SkillGroupID:5003

18:18:25 ctisvr SESSION 1: SkillGroupPriority:0 AgentState:NOT_READY EventReasonCode:0 MRDID:1 NumTasks:0

18:18:25 ctisvr SESSION 1: AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0 NumFltSkillGroups:0

18:18:25 ctisvr SESSION 1: ClientSignature:"" AgentID:"1001" AgentExtension:"1001" AgentInstrument:"1001" )

18:18:25 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=

18:18:25 ctisvr Trace: SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr Trace: SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

18:18:25 ctisvr SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC

18:18:25 ctisvr SESSION 1: Simplified SkillGroupState:NOT_READY StateDuration:0 SkillGroupNumber:18091

18:18:25 ctisvr SESSION 1: SkillGroupID:5000 SkillGroupPriority:0 AgentState:NOT_READY EventReasonCode:0 MRDID:1

18:18:25 ctisvr SESSION 1: NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0

18:18:25 ctisvr SESSION 1: NumFltSkillGroups:0 ClientSignature:"" AgentID:"1001" AgentExtension:"1001"

18:18:25 ctisvr SESSION 1: AgentInstrument:"1001" )

18:18:25 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=

18:18:25 ctisvr Trace: SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr Trace: SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

18:18:25 ctisvr Trace:

18:18:25 ctisvr Trace: CSTASetAgentStateConfEvent: InvokeID=0x2b000cbd

18:18:25 ctisvr SESSION 1: MsgType:SET_AGENT_STATE_CONF (InvokeID:0xcd6 )

18:18:25 ctisvr Trace:

18:18:25 ctisvr SESSION 1: MsgType:QUERY_AGENT_STATE_REQ (InvokeID:0xcd7 PeripheralID:5000 MRDID:1 ICMAgentID:0

18:18:25 ctisvr SESSION 1: AgentExtension:"1001" AgentID:"1001" AgentInstrument:"1001" )

18:18:25 ctisvr Trace: ProcessQueryAgentStateRequest - sessionID 1

18:18:25 ctisvr Trace: GET_AGENT_STATE_REQ: InvokeID=0x2b000cbf Periph=5000 MRDomainID= 1 SkillTarID=0 Ext=1001 AGTID=1001 Inst:1001

18:18:25 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:25 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 17 (CTI_SET_CLIENT_STATUS_RESP) ...

18:18:25 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:25 ctisvr Trace: SkgState=UNKNOWN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr Trace: SkTgtID=5004 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:25 ctisvr Trace:

18:18:25 ctisvr Trace: SET_CLIENT_STATUS_RESP: InvokeID=0x2b000cbe ResultCode=0(OK)

18:18:25 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 13 (CTI_GET_AGENT_STATE_RESP) ...

18:18:25 ctisvr Trace:

18:18:25 ctisvr Trace: AGENT_STATE_RESPONSE: InvokeID=0x2b000cbf ID=1001 Periph=5000 ClientType=23 Online=Y

18:18:25 ctisvr Trace: Ext=1001 Inst=1001 State=NOT_READY Duration=0 Sig=CTIOSServer

18:18:25 ctisvr Trace: SkTgtID=5004 SkGrpNo=0xffffffff SkGrpID=-1 NumGroups=2 NumLines=0 CurLine=0

18:18:25 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgentMode=1 AgentAvailabilityStatus=0

18:18:25 ctisvr Trace: SkGroup[0]: Number=18091 ID=5000 Pri=0 State=NOT_READY

18:18:25 ctisvr Trace: SkGroup[1]: Number=1 ID=5003 Pri=0 State=NOT_READY

18:18:25 ctisvr SESSION 1: MsgType:QUERY_AGENT_STATE_CONF (InvokeID:0xcd7 AgentState:NOT_READY NumSkillGroups:2 MRDID:1

18:18:25 ctisvr SESSION 1: NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0

18:18:25 ctisvr SESSION 1: AgentID:"1001" AgentExtension:"1001" AgentInstrument:"1001" FltSkillGroupNumber:18091

18:18:25 ctisvr SESSION 1: FltSkillGroupID:5000 FltSkillGroupPriority:0 FltSkillGroupState:NOT_READY

18:18:25 ctisvr SESSION 1: FltSkillGroupNumber:1 FltSkillGroupID:5003 FltSkillGroupPriority:0

18:18:25 ctisvr SESSION 1: FltSkillGroupState:NOT_READY )

18:18:25 ctisvr Trace:

18:18:25 ctisvr SESSION 1: MsgType:AGENT_DESK_SETTINGS_REQ (InvokeID:0xcd8 PeripheralID:5000 AgentID:"1001" )

18:18:25 ctisvr Trace: ProcessAgentDeskSettingsRequest - sessionID 1

18:18:25 ctisvr Trace:

18:18:25 ctisvr Trace: AGENT_DESK_SETTINGS_RESP: InvokeID=0xcd8 ResultCode=0 (OK) for peripheral=5000, agent=1001

18:18:25 ctisvr Trace: DeskSettingsMask=0x200 WrapupDataIncomingMode=0x1

18:18:25 ctisvr Trace: WrapupDataOutgoingMode=1, LogoutNonActivityTime=20, QualityRecordingRate=-1

18:18:25 ctisvr Trace: RingNoAnswerTime=10, SilentMonitorWarningMessage=0, SilentMonitorAudibleIndication=0

18:18:25 ctisvr Trace: SupervisorAssistCallMethod=0, EmergencyCallMethod=0

18:18:25 ctisvr Trace: AutoRecordOnEmergency=0, RecordingMode=0, WorkModeTimer=7200

18:18:25 ctisvr Trace: RingNoAnswerDialedNumberID=0, DefaultDevicePortAddress=

18:18:25 ctisvr SESSION 1: MsgType:AGENT_DESK_SETTINGS_CONF (InvokeID:0xcd8 PeripheralID:5000 DeskSettingsMask:512

18:18:25 ctisvr SESSION 1: WarpupDataIncomingMode:1 WarpupDataOutgoingMode:1 LogoutNonActivityTime:20

18:18:25 ctisvr SESSION 1: QualityRecordingRate:0xffffffff RingNoAnswerTime:10 SilentMonitorWarningMessage:0

18:18:25 ctisvr SESSION 1: SilentMonitorAudibleIndication:0 SupervisorAssistCallMethod:0 EmergencyCallMethod:0

18:18:25 ctisvr SESSION 1: AutoRecordOnEmergency:0 RecordingMode:0 WorkModeTimer:7200 RingNoAnswerDNId:0

18:18:25 ctisvr SESSION 1: DefaultDevicePortAddress:"" )

18:18:25 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 19 (CTI_GET_AGENT_STATS_RESP) ...

18:18:25 ctisvr Trace:

18:18:25 ctisvr SESSION 1: MsgType:AGENT_GREETING_CONTROL_REQ (InvokeID:0xcda PeripheralID:5000

18:18:25 ctisvr SESSION 1: AgentAction:AGENT_ACTION_ENABLE_GREETING AgentID:"1001" )

18:18:25 ctisvr Trace: ProcessAgentGreetingControlRequest - sessionID 1

18:18:25 ctisvr Trace: CSTAAgentGreetingControlReq: InvokeID=0x2b000cc1 PeripheralID=5000 AGID=1001 Action=2

18:18:25 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:25 ctisvr Trace:

18:18:25 ctisvr Trace: CSTAAgentGreetingControlConf: InvokeID=0x2b000cc1 PeripheralID=5000

18:18:25 ctisvr SESSION 1: MsgType:AGENT_GREETING_CONTROL_CONF (InvokeID:0xcda )

18:18:25 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 19 (CTI_GET_AGENT_STATS_RESP) ...

18:18:27 ctisvr Trace:

18:18:27 ctisvr SESSION 1: MsgType:SET_AGENT_STATE_REQ (InvokeID:0xcdc PeripheralID:5000 AgentState:AVAILABLE

18:18:27 ctisvr SESSION 1: AgentWorkMode:AWM_UNSPECIFIED NumSkillGroups:0 EventReasonCode:0 ForcedFlag:0

18:18:27 ctisvr SESSION 1: AgentServiceReq:0 AgentInstrument:"1001" AgentID:"1001" )

18:18:27 ctisvr Trace: ProcessSetAgentStateRequest - sessionID 1

18:18:27 ctisvr Trace: CSTASetAgentState: InvokeID=0x2b000cc3 Dev=1001 AgentMode=READY AGID=1001 SG=-1(0xffffffff))

18:18:27 ctisvr Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

18:18:27 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:27 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:27 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:27 ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

18:18:27 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5004

18:18:27 ctisvr Trace: SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:27 ctisvr SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC

18:18:27 ctisvr SESSION 1: Simplified SkillGroupState:AVAILABLE StateDuration:0 SkillGroupNumber:18091

18:18:27 ctisvr SESSION 1: SkillGroupID:5000 SkillGroupPriority:0 AgentState:AVAILABLE EventReasonCode:0 MRDID:1

18:18:27 ctisvr SESSION 1: NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:1

18:18:27 ctisvr SESSION 1: NumFltSkillGroups:0 ClientSignature:"CTIOSServer" AgentID:"1001" AgentExtension:"1001"

18:18:27 ctisvr SESSION 1: AgentInstrument:"1001" )

18:18:27 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:27 ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

18:18:27 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5004

18:18:27 ctisvr Trace: SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:27 ctisvr Trace:

18:18:27 ctisvr Trace: CSTASetAgentStateConfEvent: InvokeID=0x2b000cc3

18:18:27 ctisvr SESSION 1: MsgType:SET_AGENT_STATE_CONF (InvokeID:0xcdc )

18:18:27 ctisvr Trace:

18:18:27 ctisvr SESSION 1: MsgType:SNAPSHOT_DEVICE_REQ (InvokeID:0xcdd PeripheralID:5000

18:18:27 ctisvr SESSION 1: SnapshotDeviceType:DEVID_DEVICE_IDENTIFIER AgentInstrument:"1001" )

18:18:27 ctisvr Trace: ProcessSnapshotDeviceRequest - sessionID 1

18:18:27 ctisvr Trace: CSTASnapshotDevice: InvokeID=0x2b000cc4 SnapshotObject=1001

18:18:27 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:27 ctisvr Trace:

18:18:27 ctisvr Trace: CSTASnapshotDeviceConfEvent: InvokeID=0x2b000cc4 Count=0

18:18:27 ctisvr Trace: VerifySnapshot(Device 1001): 0 of 0 connections verified.

18:18:27 ctisvr

18:18:27 ctisvr CSTA DeviceState: PeripheralID=5000 DeviceID=1001 DeviceType=Device Extension=

18:18:27 ctisvr

18:18:27 ctisvr SESSION 1: MsgType:SNAPSHOT_DEVICE_CONF (InvokeID:0xcdd NumCalls:0 )

18:18:28 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 35 (CTI_DEVICE_TARGET_PRE_CALL_IND) ...

18:18:28 ctisvr Trace:

18:18:28 ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument=1001 RouterCallKey=150811 46598116 NetworkTargetID=0

18:18:28 ctisvr Trace: SvSkTargID=5002(1) SkGroupSkTarID=5003(1)

18:18:28 ctisvr Trace: AgSkTargID=5004 ANI=2001 CED=

18:18:28 ctisvr Trace: Var1= Var2= Var3= Var4= Var5=

18:18:28 ctisvr Trace: Var6= Var7= Var8= Var9= Var10=

18:18:28 ctisvr Trace: CallTypeID=5000 PreCallInvokeID=24

18:18:28 ctisvr Trace: TailorMessageForClient - reEncode message for version 15

18:18:28 ctisvr SESSION 1: MsgType:AGENT_PRE_CALL_EVENT (MonitorID:0 NumNamedVariables:0 NumNamedArrays:0 ServiceNumber:1

18:18:28 ctisvr SESSION 1: ServiceID:5002 SkillGroupNumber:1 SkillGroupID:5003 SkillGroupPriority:0 MRDID:1

18:18:28 ctisvr SESSION 1: AgentInstrument:"1001" RouterCallKeyDay:150811 RouterCallKeyCallID:46598116

18:18:28 ctisvr SESSION 1: RouterCallKeySequenceNum:2 ANI:"2001" DialedNumber:"8000" FltCallTypeID:5000

18:18:28 ctisvr SESSION 1: PreCallInvokeID:24 )

18:18:28 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:28 ctisvr Trace: AGENT_EVENT: ID=1001 SkgState=BUSY_OTHER Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer MRDID=1 SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 Direction=0

18:18:28 ctisvr SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC

18:18:28 ctisvr SESSION 1: Simplified SkillGroupState:BUSY_OTHER StateDuration:0 SkillGroupNumber:18091

18:18:28 ctisvr SESSION 1: SkillGroupID:5000 SkillGroupPriority:0 AgentState:RESERVED EventReasonCode:0 MRDID:1

18:18:28 ctisvr SESSION 1: NumTasks:1 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0

18:18:28 ctisvr SESSION 1: NumFltSkillGroups:0 ClientSignature:"CTIOSServer" AgentID:"1001" AgentExtension:"1001"

18:18:28 ctisvr SESSION 1: AgentInstrument:"1001" )

18:18:28 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:28 ctisvr Trace: SkgState=RESERVED SkgDuration=0 OverallState=RESERVED OverallDuration=0 Reason=0

18:18:28 ctisvr Trace: MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:28 ctisvr Trace: SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:29 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:40 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:50 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:55 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 36 (CTI_DEVICE_TARGET_ABORT_IND) ...

18:18:55 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:55 ctisvr Trace:

18:18:55 ctisvr Trace: DEVICE_TARGET_ABORT_IND - Instrument= RouterCallKey=150811 46598116 NetworkTargetID=-1

18:18:55 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:55 ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

18:18:55 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5004

18:18:55 ctisvr Trace: SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:55 ctisvr SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC

18:18:55 ctisvr SESSION 1: Simplified SkillGroupState:AVAILABLE StateDuration:0 SkillGroupNumber:18091

18:18:55 ctisvr SESSION 1: SkillGroupID:5000 SkillGroupPriority:0 AgentState:AVAILABLE EventReasonCode:0 MRDID:1

18:18:55 ctisvr SESSION 1: NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:1

18:18:55 ctisvr SESSION 1: NumFltSkillGroups:0 ClientSignature:"CTIOSServer" AgentID:"1001" AgentExtension:"1001"

18:18:55 ctisvr SESSION 1: AgentInstrument:"1001" )

18:18:55 ctisvr Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:55 ctisvr Trace: SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

18:18:55 ctisvr Trace: MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5004

18:18:55 ctisvr Trace: SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:19:01 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:19:11 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:19:12 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:19:12 ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 23 (CTI_CALL_TERMINATED_EVENT) ...

18:19:12 ctisvr Trace:

18:19:12 ctisvr Trace: CSTA_CALL_CLEARED - callID=56.(s) localConnectionInfo(-1)=CS_NONE cause=1006

18:19:12 ctisvr Trace: ProcessCallClearedEvent - peripheralID 5000 CallID 56

18:19:12 ctisvr Trace:

18:19:12 ctisvr Trace: CALL TERMINATED: CallID=450056.(s) Periph=5000

18:19:12 ctisvr Trace: *** ProcessCallTerminated - CallID 450056.(s) on periph 5000 not found ***

oabulaban · ‎11-28-2013

can you try device target instead of agent targeting rule?

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