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G3261
Participant

Call Transfer issues

I have a user using Cisco Finesse with Jabber as phone gets below error when he tries to Consult Transfer to a number using phone book----other users can do same thing without any issues. Can anyone help please? Thanks

 

 

CallControl : onTransferCallback(): Initiating SST to 91234567899.
2021-07-23T15:21:19.176 -06:00: : srtuccx5.mydomain.ca: Jul 23 2021 15:21:19.338 -0600: CallControl : _phonePadActionCallback(): invoking phonepad action with mode=TRANSFER number=91234567899.
2021-07-23T15:21:19.176 -06:00: : srtuccx5.mydomain.ca: Jul 23 2021 15:21:19.338 -0600: CallControl : _handleActionButtonClick(): For dialog id of 68789000, the action null was requested.
2021-07-23T15:21:19.179 -06:00: : srtuccx5.mydomain.ca: Jul 23 2021 15:21:19.341 -0600: CallControl : [ClientServices] Dialog: requestId='4ff49c39-53d1-434a-9c5b-240604e7a3fa', Making REST request: method=PUT, url='https://srtuccx5.mydomain.ca:8445/finesse/api/Dialog/68789000'
2021-07-23T15:21:19.391 -06:00: : srtuccx5.mydomain.ca: Jul 23 2021 15:21:19.553 -0600: CallControl : [ClientServices] Dialog: requestId='4ff49c39-53d1-434a-9c5b-240604e7a3fa', Returned with status=202, content='null', isUnsent = false
2021-07-23T15:21:19.406 -06:00: : srtuccx5.mydomain.ca: Jul 23 2021 15:21:19.568 -0600: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/myname/Dialogs': <Update>
<data>
<apiErrors>
<apiError>
<errorData>22</errorData>
<errorMessage>CF_INVALID_OBJECT_STATE</errorMessage>
<errorType>Invalid State</errorType>
</apiError>
</apiErrors>
</data>
<event>put</event>
<requestId>4ff49c39-53d1-434a-9c5b-240604e7a3fa</requestId>
<source>/finesse/api/Dialog/68789000</source>
</Update>
2021-07-23T15:21:19.408 -06:00: : srtuccx5.mydomain.ca: Jul 23 2021 15:21:19.570 -0600: Header : [ClientServices] Dialog failed validation! Does your JS REST class return the correct string from getRestType()?
2021-07-23T15:21:19.410 -06:00: : srtuccx5.mydomain.ca: Jul 23 2021 15:21:19.572 -0600: TeamPerformance : [ClientServices] Dialog failed validation! Does your JS REST class return the correct string from getRestType()?
2021-07-23T15:21:19.414 -06:00: : srtuccx5.mydomain.ca: Jul 23 2021 15:21:19.576 -0600: CallControl : _createActionErrHandler(): An error occured for dialog id 68789000 with errorType FAILEDOP
2021-07-23T15:21:19.415 -06:00: : srtuccx5.mydomain.ca: Jul 23 2021 15:21:19.577 -0600: CallControl : _createActionErrHandler(): An error occurred for dialog id 68789000 with a HTTP response status of 400 and an api error code of 22

12 REPLIES 12
bill.king1
VIP Collaborator

Hi, so for process of elimination:

-Other users can use Finesse phone book and the transfer works?

-Can the problem user transfer to the number in question if they do it themselves and not the phonebook?

-Are you sure all users are on the same team?

-Are they all using the same version of Jabber?

-What version of Finesse/UCCE/Jabber?

Other users can use Finesse phone book and the transfer works?-->Yes

Can the problem user transfer to the number in question if they do it themselves and not the phone book?--> No (CTI-22 error)

Are you sure all users are on the same team?-->Yes

Are they all using the same version of Jabber?-->Yes

Finesse-11.6

Jabber-11.9.3

UCCX-11.6

Can the problem user initiate a direct call to the number in question? If not then there is some kind of dial plan issue.

I will test  it out on Monday. Do you think if there is dial plan issue, it will impact all the users not one?

bill.king1
VIP Collaborator

It could be that the user/device was assigned the wrong CSS/partition for instance.

As far as the point re: the 50 MBps connection, this may sound basic, but verify with the user how they are connected at home. We've seen cases where people have 200 MBPs or more to their home, but then for the last 20 feet in their house they have a poor Wifi connection from the PC to the router and/or do not use an Ethernet cable for instance, and that's where they experienced issues.

yes...he is able to call this number directly.

bill.king1
VIP Collaborator

Right, but can the user transfer a call to that number, since that is not the same process as dialing it directly. Previously you had said they can't transfer to it, but they can dial it, is that correct?

correct....user can directly dial the number but he is unable to transfer calls to this number using Finesse and phonebook. Other users can this no problems.

bill.king1
VIP Collaborator

Do other users who can transfer to it take the exact same calls on the same phone numbers that this agent takes? In other words, call from 8005551212 to agent A can transfer it fine, and call from same 8005551212 to problem agent B can't transfer to it?

david.macias
VIP Advocate

Could the issue be caused by delay on the network? That error is saying that the source device is in the wrong state to perform that action so maybe the transfer request gets there before some needed message. If you move the user to another machine does it happen too?

 

david

Thanks David…this user has been working from home. He has decent 50Mbps connection at home.

unfortunately, users are working from home right now

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