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Cisco Fincesse Phone Failure

josiah.augenstein
Level 1
Level 1

‎11-23-2020 12:22 PM - edited ‎11-23-2020 12:27 PM

We are seeing several of our Finesse users have phone failures. The issue is solely with the users who are remote and using Cisco Meraki and Cisco Jabber to answer calls. The user status goes from Phone Failure to Phone Working very quickly. 

 

Is the best place to start troubleshooting this issue with local log? I have captured a few of these but they are impossible to read. 

This seems to be where the issue started:

2020-11-23T14:30:33.534 -05:00: 710434: default.domain: Nov 23 2020 14:30:12.551 -0500: Header : Client: 2020-11-23T19:30:33.513Z, Server: 2020-11-23T19:30:12.530Z, Drift: -20983ms, Network Latency (round trip): 42ms
2020-11-23T14:31:33.667 -05:00: 710434: default.domain: Nov 23 2020 14:31:12.742 -0500: Header : Client: 2020-11-23T19:31:33.580Z, Server: 2020-11-23T19:31:12.655Z, Drift: -20925ms, Network Latency (round trip): 172ms
2020-11-23T14:31:53.109 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.184 -0500: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/jane.doe': <Update>
  <data>
    <user>
      <dialogs>/finesse/api/User/jane.doe/Dialogs</dialogs>
      <extension>5555</extension>
      <firstName>jane</firstName>
      <lastName>doe</lastName>
      <loginId>jane.doe</loginId>
      <loginName>jane.doe</loginName>
      <mediaType>1</mediaType>
      <pendingState></pendingState>
      <reasonCode>
        <category>NOT_READY</category>
        <code>32759</code>
        <forAll>true</forAll>
        <id>34</id>
        <label>Phone Failure</label>
        <systemCode>true</systemCode>
        <uri>/finesse/api/ReasonCode/34</uri>
      </reasonCode>
      <reasonCodeId>34</reasonCodeId>
      <roles>
        <role>Agent</role>
      </roles>
      <settings>
        <wrapUpOnIncoming></wrapUpOnIncoming>
      </settings>
      <state>NOT_READY</state>
      <stateChangeTime>2020-11-23T19:31:32.061Z</stateChangeTime>
      <teamId>2</teamId>
      <teamName>Intake Team</teamName>
      <uri>/finesse/api/User/jane.doe</uri>
    </user>
  </data>
  <event>PUT</event>
  <requestId></requestId>
  <source>/finesse/api/User/jane.doe</source>
</Update>
2020-11-23T14:31:53.120 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.195 -0500: Header : _displayUserData(): User's current state is: NOT_READY, Pending state is: 
2020-11-23T14:31:53.121 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.196 -0500: Header : _displayUserData(): Unable to get specified reason code - assuming non-specific NotReady.
2020-11-23T14:31:53.163 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.238 -0500: Header : Agent selected or went NOT_READY -- Linda flag cleared.
2020-11-23T14:31:53.163 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.238 -0500: Header : No pending state for Agent -- Linda pending State flag cleared
2020-11-23T14:31:53.167 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.242 -0500: Header : [WorkflowEngine] Received user event.
2020-11-23T14:31:53.168 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.243 -0500: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/jane.doe Event: {"User":{"dialogs":"/finesse/api/User/jane.doe/Dialogs","extension":"5555","firstName":"jane","lastName":"doe","loginId":"jane.doe","loginName":"jane.doe","mediaType":"1","pendingState":null,"reasonCode":{"category":"NOT_READY","code":"32759","forAll":"true","id":"34","label":"Phone Failure","systemCode":"true","uri":"/finesse/api/ReasonCode/34"},"reasonCodeId":"34","roles":{"role":"Agent"},"settings":{"wrapUpOnIncoming":null},"state":"NOT_READY","stateChangeTime":"2020-11-23T19:31:32.061Z","teamId":"2","teamName":"Intake Team","uri":"/finesse/api/User/jane.doe"}}
2020-11-23T14:31:53.170 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.245 -0500: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/jane.doe (action: change)
2020-11-23T14:31:53.170 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.245 -0500: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.
2020-11-23T14:31:53.231 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.306 -0500: Header : [WorkflowEngine] Starting queued event processing...
2020-11-23T14:31:53.233 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.308 -0500: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/jane.doe ------
2020-11-23T14:31:53.239 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.314 -0500: Header : [WorkflowEngine] Triggering processing of the next event in the queue.
2020-11-23T14:31:53.220 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.295 -0500: CallControl : _handleUserChange(): User state is NOT_READY and mobile agent call by call is: false
2020-11-23T14:31:53.269 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.344 -0500: Header : [WorkflowEngine] ------ Event queue is empty. ------
2020-11-23T14:31:53.283 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.358 -0500: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/jane.doe': <Update>
  <data>
    <user>
      <dialogs>/finesse/api/User/jane.doe/Dialogs</dialogs>
      <extension>5555</extension>
      <firstName>jane</firstName>
      <lastName>doe</lastName>
      <loginId>jane.doe</loginId>
      <loginName>jane.doe</loginName>
      <mediaType>1</mediaType>
      <pendingState></pendingState>
      <reasonCode>
        <category>NOT_READY</category>
        <code>32756</code>
        <forAll>true</forAll>
        <id>12</id>
        <label>Phone Working</label>
        <systemCode>true</systemCode>
        <uri>/finesse/api/ReasonCode/12</uri>
      </reasonCode>
      <reasonCodeId>12</reasonCodeId>
      <roles>
        <role>Agent</role>
      </roles>
      <settings>
        <wrapUpOnIncoming></wrapUpOnIncoming>
      </settings>
      <state>NOT_READY</state>
      <stateChangeTime>2020-11-23T19:31:32.120Z</stateChangeTime>
      <teamId>2</teamId>
      <teamName>Intake Team</teamName>
      <uri>/finesse/api/User/jane.doe</uri>
    </user>
  </data>
  <event>PUT</event>
  <requestId></requestId>
  <source>/finesse/api/User/jane.doe</source>
</Update>
2020-11-23T14:31:53.291 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.366 -0500: Header : _displayUserData(): User's current state is: NOT_READY, Pending state is: 
2020-11-23T14:31:53.291 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.366 -0500: Header : _displayUserData(): Unable to get specified reason code - assuming non-specific NotReady.
2020-11-23T14:31:53.313 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.388 -0500: Header : Agent selected or went NOT_READY -- Linda flag cleared.
2020-11-23T14:31:53.313 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.388 -0500: Header : No pending state for Agent -- Linda pending State flag cleared
2020-11-23T14:31:53.315 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.390 -0500: Header : [WorkflowEngine] Received user event.
2020-11-23T14:31:53.315 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.390 -0500: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/jane.doe Event: {"User":{"dialogs":"/finesse/api/User/jane.doe/Dialogs","extension":"5555","firstName":"jane","lastName":"doe","loginId":"jane.doe","loginName":"jane.doe","mediaType":"1","pendingState":null,"reasonCode":{"category":"NOT_READY","code":"32756","forAll":"true","id":"12","label":"Phone Working","systemCode":"true","uri":"/finesse/api/ReasonCode/12"},"reasonCodeId":"12","roles":{"role":"Agent"},"settings":{"wrapUpOnIncoming":null},"state":"NOT_READY","stateChangeTime":"2020-11-23T19:31:32.120Z","teamId":"2","teamName":"Intake Team","uri":"/finesse/api/User/jane.doe"}}
2020-11-23T14:31:53.317 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.392 -0500: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/jane.doe (action: change)
2020-11-23T14:31:53.318 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.393 -0500: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.
2020-11-23T14:31:53.375 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.450 -0500: Header : [WorkflowEngine] Starting queued event processing...
2020-11-23T14:31:53.377 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.452 -0500: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/jane.doe ------
2020-11-23T14:31:53.384 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.459 -0500: Header : [WorkflowEngine] Triggering processing of the next event in the queue.
2020-11-23T14:31:53.367 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.442 -0500: CallControl : _handleUserChange(): User state is NOT_READY and mobile agent call by call is: false
2020-11-23T14:31:53.428 -05:00: 710434: default.domain: Nov 23 2020 14:31:32.503 -0500: Header : [WorkflowEngine] ------ Event queue is empty. ------
2020-11-23T14:31:56.567 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.642 -0500: Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/jane.doe': <Update>
  <data>
    <user>
      <dialogs>/finesse/api/User/jane.doe/Dialogs</dialogs>
      <extension>5555</extension>
      <firstName>jane</firstName>
      <lastName>doe</lastName>
      <loginId>jane.doe</loginId>
      <loginName>jane.doe</loginName>
      <mediaType>1</mediaType>
      <pendingState></pendingState>
      <reasonCode>
        <category>NOT_READY</category>
        <code>32759</code>
        <forAll>true</forAll>
        <id>34</id>
        <label>Phone Failure</label>
        <systemCode>true</systemCode>
        <uri>/finesse/api/ReasonCode/34</uri>
      </reasonCode>
      <reasonCodeId>34</reasonCodeId>
      <roles>
        <role>Agent</role>
      </roles>
      <settings>
        <wrapUpOnIncoming></wrapUpOnIncoming>
      </settings>
      <state>NOT_READY</state>
      <stateChangeTime>2020-11-23T19:31:35.499Z</stateChangeTime>
      <teamId>2</teamId>
      <teamName>Intake Team</teamName>
      <uri>/finesse/api/User/jane.doe</uri>
    </user>
  </data>
  <event>PUT</event>
  <requestId></requestId>
  <source>/finesse/api/User/jane.doe</source>
</Update>
2020-11-23T14:31:56.572 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.647 -0500: Header : _displayUserData(): User's current state is: NOT_READY, Pending state is: 
2020-11-23T14:31:56.573 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.648 -0500: Header : _displayUserData(): Unable to get specified reason code - assuming non-specific NotReady.
2020-11-23T14:31:56.606 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.681 -0500: Header : Agent selected or went NOT_READY -- Linda flag cleared.
2020-11-23T14:31:56.606 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.681 -0500: Header : No pending state for Agent -- Linda pending State flag cleared
2020-11-23T14:31:56.608 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.683 -0500: Header : [WorkflowEngine] Received user event.
2020-11-23T14:31:56.608 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.683 -0500: Header : [WorkflowEngine] Converting event to xml document. Type: User Action: change Uri: /finesse/api/User/jane.doe Event: {"User":{"dialogs":"/finesse/api/User/jane.doe/Dialogs","extension":"5555","firstName":"jane","lastName":"doe","loginId":"jane.doe","loginName":"jane.doe","mediaType":"1","pendingState":null,"reasonCode":{"category":"NOT_READY","code":"32759","forAll":"true","id":"34","label":"Phone Failure","systemCode":"true","uri":"/finesse/api/ReasonCode/34"},"reasonCodeId":"34","roles":{"role":"Agent"},"settings":{"wrapUpOnIncoming":null},"state":"NOT_READY","stateChangeTime":"2020-11-23T19:31:35.499Z","teamId":"2","teamName":"Intake Team","uri":"/finesse/api/User/jane.doe"}}
2020-11-23T14:31:56.610 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.685 -0500: Header : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/User/jane.doe (action: change)
2020-11-23T14:31:56.610 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.685 -0500: Header : [WorkflowEngine] Entering 'Busy' state, from: 'idle'. Triggering start of queued event processing.
2020-11-23T14:31:56.633 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.708 -0500: Header : [WorkflowEngine] Starting queued event processing...
2020-11-23T14:31:56.635 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.710 -0500: Header : [WorkflowEngine] ------ Got User event from queue: Action: change URI: /finesse/api/User/jane.doe ------
2020-11-23T14:31:56.636 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.711 -0500: Header : [WorkflowEngine] Triggering processing of the next event in the queue.
2020-11-23T14:31:56.626 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.701 -0500: CallControl : _handleUserChange(): User state is NOT_READY and mobile agent call by call is: false
2020-11-23T14:31:56.643 -05:00: 710434: default.domain: Nov 23 2020 14:31:35.718 -0500: Header : [WorkflowEngine] ------ Event queue is empty. ------

Would love some insight on this. 

3 people had this problem
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2 Replies 2

jim-j
Level 3
Level 3

‎12-01-2020 10:15 AM

So Jabber is getting unregistered?  I'd start by opening  a TAC case on that.

0 Helpful

stuart.gleaves1
Level 1
Level 1

‎12-03-2020 06:42 AM

Josiah , Did you get anywhere with this ? Is this still happening? 

0 Helpful
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