Finesse SSO agent fails to complete login due to CTI Server error

[erikergen]

Has anybody experienced this issue where SSO enabled agent logs in with an extension, Finesse sends API request to CTI server to set agent state, CTI server chokes on the message complaining about:

17:12:08:300 cg1A-ctisvr Invalid Enterprise CTI message received from session: 4 (client Finesse at (10.86.140.80:53613)), type: SET_AGENT_STATE_REQ, error: E_CTI_INVALID_TAG_FOR_MSG_TYPE, field: ClientID.

17:12:08:301 cg1A-ctisvr Trace: #################################################

17:12:08:301 cg1A-ctisvr Trace: ###!!!Invalid Message INGORE and CONTINUE !!!###

17:12:08:301 cg1A-ctisvr Trace: #################################################

17:12:08:301 cg1A-ctisvr Session 4: 00 00 00 2e 00 00 00 26 00 00 00 0d 00 00 13 88 | .......&........

17:12:08:301 cg1A-ctisvr Session 4: 00 00 00 00 00 00 c3 54 01 00 00 00 00 06 05 31 | .......T.......1

17:12:08:301 cg1A-ctisvr Session 4: 30 30 30 00 05 09 34 37 34 38 33 36 34 38 00 31 | 000...47483648.1

17:12:08:301 cg1A-ctisvr Session 4: 01 00 01 02 00 01                               | ......          

There seems to be a protocol mismatch.  Finesse connects with version 16:

17:11:25:742 cg1A-ctisvr Session 4: Opening from client Finesse at (10.86.140.80:53613)

17:11:25:742 cg1A-ctisvr Trace: *** Created ClientCB 4 Finesse

17:11:25:742 cg1A-ctisvr Trace: CTIApplication::ProcessOpenRequest - sessionID 4 from Finesse at (10.86.140.80:53613), version 16

17:11:25:743 cg1A-ctisvr Trace: CTIApplication::OpenValidAgent from sessionID 4 (Finesse) - ACCEPTED (1 ms)

Is this the right CTI version in 11.5?

[dekwan]

Hi Erik,

Finesse should be connecting to UCCE using version 20. I just checked my Finesse 11.5 system and it is connecting with version 20. What version of UCCE are you using? Is it also 11.5? I would suggest opening a TAC case to get this issue resolved.

Thanx,

Denise

[erikergen · Accepted solution]

Thanks Denise, I managed to figure out what went wrong after extensive debugging.  I upgraded my UCCE lab deployment to 11.5 and enabled SSO. The lab was using Generic PG with CUCM and IVR PIMs.  I believe due to this model not being supported in 11.5, the upgrade scripts did not populate the specific DB table that Finesse is checking to determine which version to put in the open_req to CTI server.  Since this check fails, it defaults to version 16.  Initially I was not sure if SSO was breaking it but like I said, extensive and tiresome troubleshooting finally led me to the solution.  I suspect other people will run into this issue since generic PG used to be very popular.  The steps I took were to configure CUCM PG and VRU PG separately.  Then I manually added the missing DB entries. 

[dekwan]

I'm glad you figured out your problem. Thank you for the details as it will probably help others who run into the same problem.

[sethumadhavan]

So SSO doesn't support Generic PG?

[Naseer Anjan]

Hi Erik,

Could you please let me know that where should i have to add the DB entries manully ?

[erikergen]

hi Mohamed, it has been a while, and I don't recall the specific entries I added.  The underlying issue is the upgrade process not working as it should for generic PGs.  If this is a show stopper for you, email me and I can trace back my steps.

[Naseer Anjan]

Hi Erik,

Thanks for the response.. I have fixed this issue by installing another agent pg and cti. Finesse has been moved to new cti server. After I done this, I am able to login with sso.

[pavelekshin]

Hi Erik,

It's possible to update it without reinstall?

Faced the same issues..