Finesse 10.5 couldn't get call variables

Jirayu Kaewprateep · ‎09-12-2017

Using Finesse 10.5 in this scenario

Customer --------------> IVR ------------> Agent ----transfer------> IVR hand-off*

*Once customer done PIN verification in IVR hand-off then the agent presses "Retreive" button on Finesse CTI call control to retreive call back but in this step our Finesse gadget error that it cannot retreive Call variables.

Here below is log from Finesse

Finesse Web Service Log (callID 72087587) 0912159679: 10.138.64.11: Sep 05 2017 12:20:22.992 +0700: %CCBU_http-8080-174-4-RUNTIME_ERROR: %[ERROR_DESCRIPTION=com.cisco.ccbu.finesse.cti.service.dialog.CCEDialogCtiService][exception=RuntimeException][noname=com.cisco.ccbu.finesse.api.exception.NotFoundException]: Runtime error 0912159680: 10.138.64.11: Sep 05 2017 12:20:22.992 +0700: %CCBU_http-8080-174-4-EXCEPTION_INFO: %[build_date=Jan 01, 1970 7:00 AM][build_type=rel][exception=com.cisco.ccbu.finesse.api.exception.NotFoundException at com.cisco.ccbu.finesse.cti.service.dialog.DialogValidator.validateCallIdIsValid(DialogValidator.java:931) at com.cisco.ccbu.finesse.cti.service.dialog.DialogValidator.validatePUTRequest(DialogValidator.java:141) at com.cisco.ccbu.finesse.cti.service.dialog.DialogValidator.validateDialogObject(DialogValidator.java:98) at com.cisco.ccbu.finesse.cti.service.dialog.DialogCtiService.validate(DialogCtiService.java:213) at com.cisco.ccbu.finesse.cti.service.AbstractCtiService.validate(AbstractCtiService.java:80) at com.cisco.ccbu.finesse.api.queuemanager.QueueManager.handleRequestImpl(QueueManager.java:224) at com.cisco.ccbu.finesse.api.queuemanager.QueueManager.handleRequest(QueueManager.java:77) at com.cisco.ccbu.finesse.api.dialog.DialogService.update(DialogService.java:126) at sun.reflect.GeneratedMethodAccessor446.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25) at java.lang.reflect.Method.invoke(Method.java:597) at com.sun.jersey.server.impl.model.method.dispatch.AbstractResourceMethodDispatchProvider$ResponseOutInvoker._dispatch(AbstractResourceMethodDispatchProvider.java:184) at com.sun.jersey.server.impl.model.method.dispatch.ResourceJavaMethodDispatcher.dispatch(ResourceJavaMethodDispatcher.java:67) at com.sun.jersey.server.impl.uri.rules.HttpMethodRule.accept(HttpMethodRule.java:276) at com.sun.jersey.server.impl.uri.rules.RightHandPathRule.accept(RightHandPathRule.java:133) at com.sun.jersey.server.impl.uri.rules.ResourceClassRule.accept(ResourceClassRule.java:83) at com.sun.jersey.server.impl.uri.rules.RightHandPathRule.accept(RightHandPathRule.java:133) at com.sun.jersey.server.impl.uri.rules.RootResourceClassesRule.accept(RootResourceClassesRule.java:71) at com.sun.jersey.server.impl.application.WebApplicationImpl._handleRequest(WebApplicationImpl.java:1171) at com.sun.jersey.server.impl.application.WebApplicationImpl._handleRequest(WebApplicationImpl.java:1103) at com.sun.jersey.server.impl.application.WebApplicationImpl.handleRequest(WebApplicationImpl.java:1053) at com.sun.jersey.server.impl.application.WebApplicationImpl.handleRequest(WebApplicationImpl.java:1043) at com.sun.jersey.spi.container.servlet.WebComponent.service(WebComponent.java:406) at com.sun.jersey.spi.container.servlet.ServletContainer.service(ServletContainer.java:477) at com.sun.jersey.spi.container.servlet.ServletContainer.service(ServletContainer.java:662) at javax.servlet.http.HttpServlet.service(HttpServlet.java:717) at sun.reflect.GeneratedMethodAccessor288.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25) at java.lang.reflect.Method.invoke(Method.java:597) at org.apache.catalina.security.SecurityUtil$1.run(SecurityUtil.java:269) at java.security.AccessController.doPrivileged(Native Method) at javax.security.auth.Subject.doAsPrivileged(Subject.java:517) at org.apache.catalina.security.SecurityUtil.execute(SecurityUtil.java:301) at org.apache.catalina.security.SecurityUtil.doAsPrivilege(SecurityUtil.java:162) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:283) at org.apache.catalina.core.ApplicationFilterChain.access$000(ApplicationFilterChain.java:56) at org.apache.catalina.core.ApplicationFilterChain$1.run(ApplicationFilterChain.java:189) at java.security.AccessController.doPrivileged(Native Method) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:185) at com.cisco.ccbu.finesse.servlet.ElapsedTimeFilter.doFilter(ElapsedTimeFilter.java:117) at com.cisco.ccbu.finesse.servlet.ElapsedTimeFilter.doFilter(ElapsedTimeFilter.java:82) at sun.reflect.GeneratedMethodAccessor341.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25) at java.lang.reflect.Method.invoke(Method.java:597) at org.apache.catalina.security.SecurityUtil$1.run(SecurityUtil.java:269) at java.security.AccessController.doPrivileged(Native Method) at javax.security.auth.Subject.doAsPrivileged(Subject.java:517) at org.apache.catalina.security.SecurityUtil.execute(SecurityUtil.java:301) at org.apache.catalina.security.SecurityUtil.doAsPrivilege(SecurityUtil.java:243) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:230) at org.apache.catalina.core.ApplicationFilterChain.access$000(ApplicationFilterChain.java:56) at org.apache.catalina.core.ApplicationFilterChain$1.run(ApplicationFilterChain.java:189) at java.security.AccessController.doPrivileged(Native Method) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:185) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191) at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:563) at com.cisco.ccbu.finesse.valves.FinesseLoginValve.invoke(FinesseLoginValve.java:87) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102) at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:555) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:298) at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:857) at org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.process(Http11Protocol.java:588) at org.apache.tomcat.util.net.JIoEndpoint$Worker.run(JIoEndpoint.java:489) at java.lang.Thread.run(Thread.java:662) ][product_name=Unknown product][subsystem_exception_info=][tid=http-8080-174][version_number=Unknown product_-1_-1_-1_-1_-1_-1_-1]: Information associated with the following logged exception 0912159681: 10.138.64.11: Sep 05 2017 12:20:22.993 +0700: %CCBU_http-8080-174-6-REQUEST_END: %[elapsed_time=1]: Request complete

dekwan · ‎09-13-2017

Hi,

I don't believe it is, but I have to ask, is this a custom gadget? If not, please open a TAC case as it seems to be a product issue.

Thanx,

Denise

Jirayu Kaewprateep · ‎09-13-2017

This is custom gadget but the log provided is from Finesse web service log, I cannot open case to Cisco TAC because it is custom gadget and IVR handoff script using.

dekwan · ‎09-13-2017

When you transfer the call to the IVR, the callId changes. So when you retrieve it using the old CallId, it probably no longer exists. If you want a deep debug of your logs and logic, please open a Developer Support ticket here: https://developer.cisco.com/site/devnet/support/

Thanx,

Denise

Jirayu Kaewprateep · ‎09-13-2017

But for other call it's working fine, I filter call that do IVR hand-off then search for ICMID in Finesse web service log result is as below.

0108737189: 10.150.64.11: Sep 05 2017 11:03:39.780 +0700: %CCBU_pool-6-thread-98-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/453010/Dialogs][Payload=<Update><data><dialogs><Dialog><associatedDialogUri></associatedDialogUri><fromAddress>anonymous</fromAddress><id>86754512</id><mediaProperties><DNIS>453010</DNIS><callType>PREROUTE_ACD_IN</callType><dialedNumber>6455404</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value>6455404|152188-4453</value></CallVariable><CallVariable><name>callVariable2</name><value>THA</value></CallVariable><CallVariable><name>callVariable3</name><value>NA</value></Call

...

1. If I want to prove that this issue is happen because we retreive call variables from the hung up callID then please also provide suggestion step.

2. If we actually need to do retreive call variables from the transferred IVR call what should we do as the callid is changed as you mentioned.

Thank you in advance.

dekwan · ‎09-13-2017

I don't know what you mean when you say "the other call is working fine".

#1

What is the response when you call the REST API when you see the first stack trace you pasted in the original question. Is it a 404 Dialog Not Found? According to the stack trace, that is what it is saying: NotFoundException

Like I said before, once you transfer the call to the IVR, the call is dropped from the agent's list of dialogs. Therefore, a retrieve of the same call is not possible.

#2

Once the call is transferred, the agent has no access to the call. The IVR hand-off needs to route the call back to the agent so that it gets the call again.

Again, if you would like a deep dive of your gadget and debug logs, please open a developer support ticket.

Thanx,

Denise

Jirayu Kaewprateep · ‎09-13-2017

If this case is happen when the call is dropped then why some call is work some call is not work because these call going to same script and same scenario.

- Is this possible reason is when call dropped? or any scenario that we can got same error?

- Why other call with same scenario is working? we found these error for some time while other calls are working.

- In case if we need to retreive new dialogue list from agent then how do we know that it's same call from IVR hand-off in case of agent handled multiple calls?

Thank you in advance.

dekwan · ‎09-14-2017

I cannot answer your questions until I know exactly what is going on with your system. In order to do so, you will need to open a developer support ticket: https://developer.cisco.com/site/devnet/support/

Thanx,

Denise