CTI server places agent Not Ready (Connection Failure) after normal CTI client disconnect?

[sbalmos8089]

We have a CTI client library for an application of ours, which to this point has always been read-only, merely processing events. We are now adding some call and agent control to it. However, once that test CTI application performs a normal CloseReq with no error (and receives the CloseConf back from the UCCE CTI server), any agent that test CTI application previously sent an agent state request for is placed into Not Ready (Connection Failure) state in Finesse. This only seems to happen if an agent state request message is sent - call control and other control operations do not cause this behavior.

Attached is a snippet of a dumplog from our PCCE PG's CTI server. The test agent is already logged in and in Ready mode, through Finesse, before our test client connects. The test CTI client connects, performs a single agent state change request to Ready (which basically is a no-op), and then sends a CloseReq. The CTI client receives back the CloseConf and properly shuts down. But in the PG CTI server, as soon as the CloseReq is received, the agent is placed by UCCE into Not Ready 50002 (Connection Failure) mode. The agent must manually return themselves to Ready in Finesse afterwards.

What is missing? Is this a CTI bug or other undocumented behavior because another CTI client has done an agent state control request?

[harendku]

Hi,

Sorry, your question is not much clear given with explanation. I assume that your question is that "After CloseReq properly from CTIserver, agent state becomes not ready in case connection failure state in finnese.

Here is your log:

10:35:10:228 cg1A-ctisvr Trace: SendSetClientStatusRequest: InvokeID=0x2ab78e2e Periph=5000 Status=0x0 AgentID=1831078 NumMRDIDs=1 Signature:

10:35:10:228 cg1A-ctisvr Trace: *** Destroyed ClientCB 7 CameoCTITest

10:35:10:228 cg1A-ctisvr Trace: AGENT_EVENT: ID=1831078 Periph=5000 Ext=3530 Inst=3530 Sig= SGSt=UNKNOWN SGDur=0 St=AVAILABLE Dur=1930 Reason=0 MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5055 STID=5055 SGID=0xffffffff SGSTID=-1 NumLines=1 CurLine=0 ClientStatus=0x0 Dir=0

10:35:10:228 cg1A-ctisvr Trace: SendSetClientStatusRequest: InvokeID=0x2ab78e2f Periph=5000 Status=0x1 AgentID=1831078 NumMRDIDs=1 Signature:Finesse

10:35:10:228 cg1A-ctisvr Trace: SET_CLIENT_STATUS_RESP: InvokeID=0x2ab78e2e ResultCode=0(OK)

10:35:10:228 cg1A-ctisvr Trace: AGENT_EVENT: ID=1831078 Periph=5000 Ext=3530 Inst=3530 Sig=Finesse SGSt=UNKNOWN SGDur=0 St=AVAILABLE Dur=1930 Reason=0 MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5055 STID=5055 SGID=0xffffffff SGSTID=-1 NumLines=1 CurLine=0 ClientStatus=0x1 Dir=0

10:35:10:228 cg1A-ctisvr Trace: SET_CLIENT_STATUS_RESP: InvokeID=0x2ab78e2f ResultCode=0(OK)

10:35:10:228 cg1A-ctisvr Trace: AGENT_EVENT: ID=1831078 Periph=5000 Ext=3530 Inst=3530 Sig=Finesse SGSt=NOT_READY SGDur=0 St=NOT_READY Dur=0 Reason=50002 MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailStatus=0 ICMAgtID=5055 STID=5055 SGID=0xb4f0 SGSTID=5000 NumLines=1 CurLine=0 ClientStatus=0x1 Dir=0

10:35:10:228 cg1A-ctisvr Trace: AGENT_EVENT: ID=1831078 Periph=5000 Ext=3530 Inst=3530 Sig=Finesse SGSt=NOT_READY SGDur=0 St=NOT_READY Dur=0 Reason=50002 MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailStatus=0 ICMAgtID=5055 STID=5055 SGID=0xb28d38 SGSTID=5060 NumLines=1 CurLine=0 ClientStatus=0x1 Dir=0

10:35:10:228 cg1A-ctisvr Trace: AGENT_EVENT: ID=1831078 Periph=5000 Ext=3530 Inst=3530 Sig=Finesse SGSt=NOT_READY SGDur=0 St=NOT_READY Dur=0 Reason=50002 MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailStatus=0 ICMAgtID=5055 STID=5055 SGID=0xcf158e SGSTID=5056 NumLines=1 CurLine=0 ClientStatus=0x1 Dir=0

I believe this may be happening:

There may be connection to finesse server temporarily went down, client fails over secondary server.

The primary finesse server receives notification unavailable from client. Because finesse is in service it sends forced Logout to CTIserver for the agent. A situation may occur where force logout is not happening before clients signs in to the another server. And this is the reason he agent is placed by UCCE into Not Ready 50002 (Connection Failure) mode.

.......................................

10:35:10:228 cg1A-ctisvr Trace: AGENT_EVENT: ID=1831078 Periph=5000 Ext=3530 Inst=3530 Sig=Finesse SGSt=NOT_READY SGDur=0 St=NOT_READY Dur=0 Reason=50002 MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailStatus=0 ICMAgtID=5055 STID=5055 SGID=0xb4f0 SGSTID=5000 NumLines=1 CurLine=0 ClientStatus=0x1 Dir=0

......................................

Regards,

Harendra

[BenCh73616803]

Hi there, 

i'm wondering where you found the CTI client library?

Was it for UCCE or CTIOS? 

I'm trying to find a non CTIOS CTI client library.