Re: From finesse making a conference call to ivr via CTI route point

Hossain Ahmed Ashfaque · ‎08-15-2016

Hi,

I have a requirement to make a conference call from finesse. The flow is as below.

1. Agent receives an Inbound call.

2. For further authentication agent need to send the customer to ivr.

3. Agent press a button in Finesse which triggers a conference call with IVR via CTI route point.

To achieve that we created a button on Finesse once the agent press this button it use Dialog—Make a Consult Call Request to call the CTI route point and then to make this call as conference call it use Dialog—Take Action on Participant with CONFERENCE as the action. But we observed that Finesse only able to make consult call and put the customer on hold and not able to complete the conference.

From the logs we can see that Dialog—Take Action on Participant with CONFERENCE executes properly. But it did not reflected on either Finesse screen or in IP phone. Also there is no error message.

Can any one help me on how to make conference call using Finesse Web service /API

Thanks

Ashfaque

dekwan · ‎08-15-2016

Hi Ashfaque,

That is the correct APIs to use to accomplish what you are trying to do.

1. When you call the Take Action on Participant API, which Dialog ID are you using for the URL? It should be the original call between the Agent and the customer.

2. Is the consult call completed where the IVR picked up? If you notice when manually trying this scenario out using the Finesse call control, the CONFERENCE button is not an option until the consult call is established (answered).

I am assuming that when you say "we created a button on Finesse", you mean you created a gadget with this button. So, to debug your issue further, you should:

1. Make sure you have sufficient logging in your gadget

2. Reproduce the scenario and click the "Send Client logs" link on the Finesse desktop

3. Grab the client log and webservices log that captures the right timeframe.

4. Debug the logs:

a. Look for the conference request. Finesse's webservices logs show whenever an API request is made

b. Follow that request and see what CCE/CCX is sending back

c. See what Finesse is publishing

Thanx,

Denise

marialourdescamba · ‎08-19-2016

Hi Denise,

I am the colleague of Ashfaque.

When calling the consult_call it was successful, also the call is established and it using the same dialog_id

0001234643: 10.182.30.106: Aug 19 2016 15:34:18.325 +0800: %CCBU_http-8443-16-6-API_REQUEST: %[REQUEST_URL=Dialog/16805896][agent_id=1002][request_identifier=null][request_method=dialog.PUT][

request_parameters= toAddress:1806 requestedAction:CONSULT_CALL targetMediaAddress:1416]: Request from client to webservice api

0001234644: 10.182.30.106: Aug 19 2016 15:34:18.325 +0800: %CCBU_pool-6-thread-48-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :380896 , connectionDevId: 1416, callID: 16805896, dialedNumber: 1806][cti_message_name=ConsultCallReq]: Message going to the backend cti server

0001234645: 10.182.30.106: Aug 19 2016 15:34:18.326 +0800: %CCBU_http-8443-16-6-REQUEST_END: %[elapsed_time=2]: Request complete

0001234646: 10.182.30.106: Aug 19 2016 15:34:18.327 +0800: %CCBU_http-8443-16-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/Dialog/16805896][usr=1002]: Request start

0001234647: 10.182.30.106: Aug 19 2016 15:34:18.328 +0800: %CCBU_http-8443-16-6-API_REQUEST: %[REQUEST_URL=Dialog/16805896][agent_id=1002][request_identifier=null][request_method=dialog.PUT][request_parameters= requestedAction:CONFERENCE targetMediaAddress:1416]: Request from client to webservice api

Also, we could see from the screen that the call was established as the conference button shows up when we initiate the CONSULT_CALL as per shown below :

However, we couldnt complete the call eventhough we follow it up with a action dialog with conference as action as shown above API request. We encounter the error below instead:

0001234688: 10.182.30.106: Aug 19 2016 15:34:18.863 +0800: %CCBU_pool-6-thread-46-6-FINESSE ALLOWED ACTIONS: %[extension=1416][finesseActions=[TRANSFER_SST, CONSULT_CALL, HOLD, UPDATE_CALL_DATA, SEND_DTMF, DROP]]: Actions allowed by Finesse

0000013555: 10.182.30.106: Aug 19 2016 15:34:18.864 +0800: %CCBU_pool-6-thread-46-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002/Dialogs][Payload=<Update>

<data>

<errorMessage>INVALID_ACTION CONFERENCE on extension 1416</errorMessage>

<errorType>Generic Error</errorType>

</apiError>

</apiErrors>

</data>

<source>/finesse/api/Dialog/16805896</source>

</Update>

It seems the finesseActions doesnt allow the CONFERENCE, but we already call the CONSULT_CALL.

I understand the API is asynchronous, may i know how to complete a consult_call using the conference API ?

Thanks.

Regards,

Maria

dekwan · ‎08-19-2016

Hi Maria,

1. Have you tried to reproduce this scenario using the Finesse out of the box desktop only? Does it work?

2. Have you tried to initiate the consult via API but use the Finesse out of the box desktop to complete the conference?

3. Can you attach the webservices logs that you grab the logs above from? I would like to see the whole flow because the allowable actions in the logs do not match the screenshot shown.

Thanx,

Denise

marialourdescamba · ‎08-21-2016

Hi Denise,

Below is the response on your query:

1. Yes, i have tried using the Finnese out of the box desktop and it works.

2. Yes, i have also tried using the consult via API and use the finesse out of the box to complete the conference and it works fine.

3. please find the attached log :

0001234642: 10.182.30.106: Aug 19 2016 15:34:18.323 +0800: %CCBU_http-8443-16-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/Dialog/16805896][usr=1002]: Request start

0001234643: 10.182.30.106: Aug 19 2016 15:34:18.325 +0800: %CCBU_http-8443-16-6-API_REQUEST: %[REQUEST_URL=Dialog/16805896][agent_id=1002][request_identifier=null][request_method=dialog.PUT][request_parameters= toAddress:1806 requestedAction:CONSULT_CALL targetMediaAddress:1416]: Request from client to webservice api

0001234644: 10.182.30.106: Aug 19 2016 15:34:18.325 +0800: %CCBU_pool-6-thread-48-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :380896 , connectionDevId: 1416, callID: 16805896, dialedNumber: 1806][cti_message_name=ConsultCallReq]: Message going to the backend cti server

0001234645: 10.182.30.106: Aug 19 2016 15:34:18.326 +0800: %CCBU_http-8443-16-6-REQUEST_END: %[elapsed_time=2]: Request complete

0001234646: 10.182.30.106: Aug 19 2016 15:34:18.327 +0800: %CCBU_http-8443-16-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/Dialog/16805896][usr=1002]: Request start

0001234649: 10.182.30.106: Aug 19 2016 15:34:18.329 +0800: %CCBU_http-8443-16-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/Dialog/16805896][usr=1002]: Request start

0001234650: 10.182.30.106: Aug 19 2016 15:34:18.330 +0800: %CCBU_http-8443-16-6-API_REQUEST: %[REQUEST_URL=Dialog/16805896][agent_id=1002][request_identifier=null][request_method=dialog.PUT][request_parameters= requestedAction:CONFERENCE targetMediaAddress:1416]: Request from client to webservice api

0001234651: 10.182.30.106: Aug 19 2016 15:34:18.331 +0800: %CCBU_http-8443-16-6-REQUEST_END: %[elapsed_time=1]: Request complete

0001234652: 10.182.30.106: Aug 19 2016 15:34:18.520 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=AgentStateEvent][cti_sequence_id=388154]: Message coming to Finesse from backend cti server

0001234653: 10.182.30.106: Aug 19 2016 15:34:18.520 +0800: %CCBU_pool-13-thread-2-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=AgentStateEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234654: 10.182.30.106: Aug 19 2016 15:34:18.521 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIAgentStateEvent [skillGroupState=10 (HOLD), stateDuration=0, skillGroupNumber=1192227, skillGroupPriority=0, agentState=10 (HOLD), eventReasonCode=0, numFltSkillGroups=0, CTIClientSignature=Finesse, agentID=1002, agentExtension=1416, agentInstrument=1416, agentID_Long=null, duration=null, nextAgentState=null, fltSkillGroupNumberList=[], fltSkillGroupIDList=[], fltSkillGroupPriorityList=[], fltSkillGroupStateList=[]]CTIMessageBean [invokeID=null, msgID=30, timeTracker={"id":"AgentStateEvent","CTI_MSG_RECEIVED":1471592058520,"CTI_MSG_DISPATCH":1471592058521}, msgName=AgentStateEvent, deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234655: 10.182.30.106: Aug 19 2016 15:34:18.521 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallHeldEvent][cti_sequence_id=388155]: Message coming to Finesse from backend cti server

0001234656: 10.182.30.106: Aug 19 2016 15:34:18.521 +0800: %CCBU_pool-13-thread-2-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallHeldEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234657: 10.182.30.106: Aug 19 2016 15:34:18.522 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=com.cisco.ccbu.finesse.adapter.acmi.message.CTICallHeldEvent@a9a4e4[holdingDeviceType=0,holdingDeviceId=1416,fltReqMaskNumMasks=2,fltReqMaskInstrumentList=[1416, 1416],fltReqMaskExtensionList=[1416, 1416],fltReqMaskCallIDList=[16805896, 2130706533],fltReqMaskFlagsList=[10, 10],fltReqCallMaskList=[00008528, 00000420],fltReqAgentMaskList=[00000000, 00000000],peripheralId=5000,connectionDeviceIdType=0,callId=16805896,localConnectionState=4,eventCause=-1,connectionDeviceId=1416,invokeID=<null>,msgID=11,timeTracker={"id":"CallHeldEvent","CTI_MSG_RECEIVED":1471592058521,"CTI_MSG_DISPATCH":1471592058522},msgName=CallHeldEvent,deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234658: 10.182.30.106: Aug 19 2016 15:34:18.523 +0800: %CCBU_pool-6-thread-54-6-WRAP_UP_ADAPTER_PROCESS_START: %[call_id=16805896][messageId=AgentStateEvent]: processing event

0001234659: 10.182.30.106: Aug 19 2016 15:34:18.523 +0800: %CCBU_pool-6-thread-54-6-WRAP_UP_AGENT_PROCESS_START: %[call_id=16805896][extension=1416][messageId=AgentStateEvent][state=LCS_ACTIVE]: processing event

0001234660: 10.182.30.106: Aug 19 2016 15:34:18.524 +0800: %CCBU_pool-6-thread-54-6-WRAP_UP_AGENT_PROCESS_END: %[call_id=16805896][extension=1416][messageId=AgentStateEvent][state=LCS_ACTIVE]: processed event

0001234661: 10.182.30.106: Aug 19 2016 15:34:18.524 +0800: %CCBU_pool-6-thread-54-6-WRAP_UP_ADAPTER_CAN_PROCESS: WrapUpAdapter.canProcess() returns: true

0001234662: 10.182.30.106: Aug 19 2016 15:34:18.524 +0800: %CCBU_pool-6-thread-54-6-WRAP_UP_ADAPTER_PROCESS_END: %[call_id=16805896][messageId=AgentStateEvent]: processed event

0000013553: 10.182.30.106: Aug 19 2016 15:34:18.525 +0800: %CCBU_pool-6-thread-54-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002][Payload=<Update>

<data>

<user>

<dialogs>/finesse/api/User/1002/Dialogs</dialogs>

<firstName>Weiming</firstName>

<roles>

<role>Agent</role>

</roles>

<wrapUpOnIncoming>REQUIRED</wrapUpOnIncoming>

</settings>

<teamName>Default</teamName>

<uri>/finesse/api/User/1002</uri>

</user>

</data>

<source>/finesse/api/User/1002</source>

</Update>]: Publishing XMPP Message Asynchronously

0000013554: 10.182.30.106: Aug 19 2016 15:34:18.527 +0800: %CCBU_pool-6-thread-54-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/Team/1/Users][Payload=<Update>

<data>

<user>

<dialogs>/finesse/api/User/1002/Dialogs</dialogs>

<firstName>Weiming</firstName>

<uri>/finesse/api/User/1002</uri>

</user>

</data>

<source>/finesse/api/User/1002</source>

</Update>]: Publishing XMPP Message Asynchronously

0001234663: 10.182.30.106: Aug 19 2016 15:34:18.571 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=BeginCallEvent][cti_sequence_id=388156]: Message coming to Finesse from backend cti server

0001234664: 10.182.30.106: Aug 19 2016 15:34:18.572 +0800: %CCBU_pool-13-thread-9-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=BeginCallEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234665: 10.182.30.106: Aug 19 2016 15:34:18.574 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIBeginCallEvent [peripheralId=5000, connectionDeviceIdType=0, callId=2130706533, connectionDeviceId=1416, ani=1416, dnis=1806, dialedNumber=1806, callType=12, callVariable1=Y|Y|N|EN|2909, callVariable2=S1234567D, callVariable3=MSHL_PQ, callVariable4=213-151806-0, callVariable5=1412, callVariable6=EN, callVariable7=null, callVariable8=null, callVariable9=null, callVariable10=null, callWrapupData=null, routerCallKeyDay=151806, routerCallKeyCallId=213, routerCallKeySequenceNum=3, ctiClientSignature=[Finesse]]CTIMessageBean [invokeID=null, msgID=23, timeTracker={"id":"BeginCallEvent","CTI_MSG_RECEIVED":1471592058572,"CTI_MSG_DISPATCH":1471592058574}, msgName=BeginCallEvent, deploymentType=CCE]][cti_response_time=2]: Decoded Message to Finesse from backend cti server

0001234666: 10.182.30.106: Aug 19 2016 15:34:18.574 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallDataUpdateEvent][cti_sequence_id=388157]: Message coming to Finesse from backend cti server

0001234667: 10.182.30.106: Aug 19 2016 15:34:18.574 +0800: %CCBU_pool-13-thread-9-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallDataUpdateEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234668: 10.182.30.106: Aug 19 2016 15:34:18.575 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTICallDataUpdateEvent [peripheralId=5000, callType=12, connectionDeviceIdType=0, callId=2130706533, connectionDeviceId=1416, newConnectionDevId=1416, newCallId=16805897, newConnectionDeviceIdType=0, ani=null, dnis=null, dialedNumber=null, callVariable1=null, callVariable2=null, callVariable3=null, callVariable4=null, callVariable5=null, callVariable6=null, callVariable7=null, callVariable8=null, callVariable9=null, callVariable10=null, callWrapupData=null]CTIMessageBean [invokeID=null, msgID=25, timeTracker={"id":"CallDataUpdateEvent","CTI_MSG_RECEIVED":1471592058574,"CTI_MSG_DISPATCH":1471592058575}, msgName=CallDataUpdateEvent, deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234669: 10.182.30.106: Aug 19 2016 15:34:18.575 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=AgentStateEvent][cti_sequence_id=388158]: Message coming to Finesse from backend cti server

0001234670: 10.182.30.106: Aug 19 2016 15:34:18.575 +0800: %CCBU_pool-13-thread-9-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=AgentStateEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234671: 10.182.30.106: Aug 19 2016 15:34:18.576 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIAgentStateEvent [skillGroupState=4 (TALKING), stateDuration=0, skillGroupNumber=1192227, skillGroupPriority=0, agentState=4 (TALKING), eventReasonCode=0, numFltSkillGroups=0, CTIClientSignature=Finesse, agentID=1002, agentExtension=1416, agentInstrument=1416, agentID_Long=null, duration=null, nextAgentState=null, fltSkillGroupNumberList=[], fltSkillGroupIDList=[], fltSkillGroupPriorityList=[], fltSkillGroupStateList=[]]CTIMessageBean [invokeID=null, msgID=30, timeTracker={"id":"AgentStateEvent","CTI_MSG_RECEIVED":1471592058575,"CTI_MSG_DISPATCH":1471592058576}, msgName=AgentStateEvent, deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234672: 10.182.30.106: Aug 19 2016 15:34:18.576 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallDataUpdateEvent][cti_sequence_id=388159]: Message coming to Finesse from backend cti server

0001234673: 10.182.30.106: Aug 19 2016 15:34:18.576 +0800: %CCBU_pool-13-thread-9-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallDataUpdateEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234674: 10.182.30.106: Aug 19 2016 15:34:18.577 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTICallDataUpdateEvent [peripheralId=5000, callType=12, connectionDeviceIdType=0, callId=16805897, connectionDeviceId=1416, newConnectionDevId=1416, newCallId=16805897, newConnectionDeviceIdType=0, ani=null, dnis=null, dialedNumber=, callVariable1=null, callVariable2=null, callVariable3=null, callVariable4=null, callVariable5=null, callVariable6=null, callVariable7=null, callVariable8=null, callVariable9=null, callVariable10=null, callWrapupData=null]CTIMessageBean [invokeID=null, msgID=25, timeTracker={"id":"CallDataUpdateEvent","CTI_MSG_RECEIVED":1471592058576,"CTI_MSG_DISPATCH":1471592058577}, msgName=CallDataUpdateEvent, deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234675: 10.182.30.106: Aug 19 2016 15:34:18.577 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallServiceInitiatedEvent][cti_sequence_id=388160]: Message coming to Finesse from backend cti server

0001234676: 10.182.30.106: Aug 19 2016 15:34:18.577 +0800: %CCBU_pool-13-thread-9-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallServiceInitiatedEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234677: 10.182.30.106: Aug 19 2016 15:34:18.578 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=com.cisco.ccbu.finesse.adapter.acmi.message.CTICallServiceInitiatedEvent@1d2e828[peripheralId=5000,connectionDeviceIdType=0,callId=16805897,skillGroupNumber=1192227,callingDeviceType=0,localConnectionState=1,eventCause=-1,connectionDeviceId=1416,callingDeviceId=1416,cocConnectionCallID=16805896,cocCallConnectionDeviceIDType=0,cocCallConnectionDeviceID=1416,fltReqMaskNumMasks=2,fltReqMaskInstrumentList=[1416, 1416],fltReqMaskExtensionList=[1416, 1416],fltReqMaskCallIDList=[16805896, 16805897],fltReqMaskFlagsList=[10, 10],fltReqCallMaskList=[00000508, 00000408],fltReqAgentMaskList=[00000000, 00000000],invokeID=<null>,msgID=20,timeTracker={"id":"CallServiceInitiatedEvent","CTI_MSG_RECEIVED":1471592058577,"CTI_MSG_DISPATCH":1471592058578},msgName=CallServiceInitiatedEvent,deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234678: 10.182.30.106: Aug 19 2016 15:34:18.695 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallDataUpdateEvent][cti_sequence_id=388161]: Message coming to Finesse from backend cti server

0001234679: 10.182.30.106: Aug 19 2016 15:34:18.696 +0800: %CCBU_pool-13-thread-5-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallDataUpdateEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234681: 10.182.30.106: Aug 19 2016 15:34:18.696 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTICallDataUpdateEvent [peripheralId=5000, callType=12, connectionDeviceIdType=0, callId=16805897, connectionDeviceId=1416, newConnectionDevId=1416, newCallId=16805897, newConnectionDeviceIdType=0, ani=null, dnis=null, dialedNumber=88811110001382, callVariable1=null, callVariable2=null, callVariable3=null, callVariable4=null, callVariable5=null, callVariable6=null, callVariable7=null, callVariable8=null, callVariable9=null, callVariable10=null, callWrapupData=null]CTIMessageBean [invokeID=null, msgID=25, timeTracker={"id":"CallDataUpdateEvent","CTI_MSG_RECEIVED":1471592058696,"CTI_MSG_DISPATCH":1471592058696}, msgName=CallDataUpdateEvent, deploymentType=CCE]][cti_response_time=0]: Decoded Message to Finesse from backend cti server

0001234682: 10.182.30.106: Aug 19 2016 15:34:18.697 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallOriginatedEvent][cti_sequence_id=388162]: Message coming to Finesse from backend cti server

0001234680: 10.182.30.106: Aug 19 2016 15:34:18.696 +0800: %CCBU_pool-13-thread-4-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallOriginatedEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234683: 10.182.30.106: Aug 19 2016 15:34:18.697 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=com.cisco.ccbu.finesse.adapter.acmi.message.CTICallOriginatedEvent@187d580[peripheralId=5000,connectionDeviceIdType=0,callId=16805897,skillGroupNumber=-1,callingDeviceType=0,calledDeviceType=0,localConnectionState=3,eventCause=-1,connectionDeviceId=1416,callingDeviceId=1416,calledDeviceId=88811110001382,fltReqMaskNumMasks=2,fltReqMaskInstrumentList=[1416, 1416],fltReqMaskExtensionList=[1416, 1416],fltReqMaskCallIDList=[16805896, 16805897],fltReqMaskFlagsList=[10, 10],fltReqCallMaskList=[0005058A, 00002608],fltReqAgentMaskList=[00000000, 00000000],invokeID=<null>,msgID=15,timeTracker={"id":"CallOriginatedEvent","CTI_MSG_RECEIVED":1471592058697,"CTI_MSG_DISPATCH":1471592058697},msgName=CallOriginatedEvent,deploymentType=CCE]][cti_response_time=0]: Decoded Message to Finesse from backend cti server

0001234684: 10.182.30.106: Aug 19 2016 15:34:18.862 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=ConsultationCallConf][cti_sequence_id=388163]: Message coming to Finesse from backend cti server

0001234685: 10.182.30.106: Aug 19 2016 15:34:18.862 +0800: %CCBU_pool-13-thread-14-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=ConsultationCallConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234686: 10.182.30.106: Aug 19 2016 15:34:18.863 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIConsultationCallConf [newConnectionCallId=16805897, newConnectionDeviceIdType=0, lineHandle=1, lineType=2, newConnectionDevId=1416]CTIMessageBean [invokeID=380896, msgID=51, timeTracker={"id":"ConsultationCallConf","CTI_MSG_NOTIFIED":1471592058863,"CTI_MSG_RECEIVED":1471592058862}, msgName=ConsultationCallConf, deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234687: 10.182.30.106: Aug 19 2016 15:34:18.863 +0800: %CCBU_pool-6-thread-48-4-TIME_THRESHOLD_EXCEEDED: %[api_request_time=-1][api_response_time=-1][product_request_time=1471592058325][product_response_time=1471592058862][request_identifier=380896][timing_stat=PRODUCT_ROUNDTRIP_LATENCY][timing_stat_value=537]: The specified timing statistic exceeded the configured threshold

0001234688: 10.182.30.106: Aug 19 2016 15:34:18.863 +0800: %CCBU_pool-6-thread-46-6-FINESSE ALLOWED ACTIONS: %[extension=1416][finesseActions=[TRANSFER_SST, CONSULT_CALL, HOLD, UPDATE_CALL_DATA, SEND_DTMF, DROP]]: Actions allowed by Finesse

0000013555: 10.182.30.106: Aug 19 2016 15:34:18.864 +0800: %CCBU_pool-6-thread-46-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002/Dialogs][Payload=<Update>

<data>

<errorMessage>INVALID_ACTION CONFERENCE on extension 1416</errorMessage>

<errorType>Generic Error</errorType>

</apiError>

</apiErrors>

</data>

<source>/finesse/api/Dialog/16805896</source>

</Update>]: Publishing XMPP Message Asynchronously

0001234689: 10.182.30.106: Aug 19 2016 15:34:18.864 +0800: %CCBU_pool-6-thread-46-6-FINESSE ALLOWED ACTIONS: %[extension=1416][finesseActions=[TRANSFER_SST, CONSULT_CALL, HOLD, UPDATE_CALL_DATA, SEND_DTMF, DROP]]: Actions allowed by Finesse

Publishing XMPP Message Asynchronously

0000013557: 10.182.30.106: Aug 19 2016 15:34:18.865 +0800: %CCBU_pool-6-thread-46-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002/Dialogs][Payload=<Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>1412</fromAddress><id>16805896</id><mediaProperties><DNIS>1416</DNIS><callType>PREROUTE_ACD_IN</callType><dialedNumber>2909</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>callVariable2</name><value>S1234567D</value></CallVariable><CallVariable><name>callVariable3</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>callVariable4</name><value>213-151806-0</value></CallVariable><CallVariable><name>callVariable5</name><value>1412</value></CallVariable><CallVariable><name>callVariable6</name><value>EN</value></CallVariable><CallVariable><name>callVariable7</name><value></value></CallVariable><CallVariable><name>callVariable8</name><value></value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[0]</name><value>application=CPF_MSHL</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[0]</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>user.microapp.error_code</name><value>0</value></CallVariable><CallVariable><name>user.media.id</name><value>4FA2B4000001000000000198691EB60A</value></CallVariable><CallVariable><name>user.microapp.isPostCallSurvey</name><value>N</value></CallVariable><CallVariable><name>user.microapp.metadata</name><value>N|000|01|00|00|003448|GS,Server,V,interrupt</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[2]</name><value></value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[3]</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[1]</name><value>CallId=213-151806-0</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[4]</name><value>Date=8/19/2016</value></CallVariable><CallVariable><name>user.microapp.app_media_lib</name><value>..</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[3]</name><value>ANI=1412;DNIS=2909;OffHour=Y</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[1]</name><value>S1234567D|T1234567J</value></CallVariable><CallVariable><name>user.microapp.caller_input</name><value>T</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[2]</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>user.cvp_server_info</name><value>10.182.30.104</value></CallVariable><CallVariable><name>user.microapp.UseVXMLParams</name><value>N</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action><action>RETRIEVE</action></actions><mediaAddress>1416</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-08-19T07:34:15.522Z</startTime><state>HELD</state><stateCause></stateCause><stateChangeTime>2016-08-19T07:34:18.864Z</stateChangeTime></Participant><Participant><actions><action>TRANSFER_SST</action><action>CONSULT_CALL</action><action>HOLD</action><action>UPDATE_CALL_DATA</action><action>SEND_DTMF</action><action>DROP</action></actions><mediaAddress>1412</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-08-19T07:34:15.522Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2016-08-19T07:34:15.522Z</stateChangeTime></Participant></participants><state>ACTIVE</state><toAddress>2909</toAddress><uri>/finesse/api/Dialog/16805896</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16805896</source></Update>]: Publishing XMPP Message Asynchronously

0000013558: 10.182.30.106: Aug 19 2016 15:34:18.870 +0800: %CCBU_pool-6-thread-65-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002/Dialogs][Payload=<Update><data><dialogs><Dialog><associatedDialogUri></associatedDialogUri><fromAddress>1416</fromAddress><id>2130706533</id><mediaProperties><DNIS>1806</DNIS><callType>CONSULT</callType><dialedNumber>1806</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>callVariable2</name><value>S1234567D</value></CallVariable><CallVariable><name>callVariable3</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>callVariable4</name><value>213-151806-0</value></CallVariable><CallVariable><name>callVariable5</name><value>1412</value></CallVariable><CallVariable><name>callVariable6</name><value>EN</value></CallVariable><CallVariable><name>callVariable7</name><value></value></CallVariable><CallVariable><name>callVariable8</name><value></value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[0]</name><value>application=CPF_SuppAssist</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[0]</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>user.microapp.error_code</name><value>0</value></CallVariable><CallVariable><name>user.media.id</name><value>4FA2B4000001000000000198691EB60A</value></CallVariable><CallVariable><name>user.microapp.isPostCallSurvey</name><value>N</value></CallVariable><CallVariable><name>user.microapp.metadata</name><value>N|000|01|00|00|003448|GS,Server,V,interrupt</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[2]</name><value></value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[3]</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[1]</name><value>CallId=213-151806-0</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[4]</name><value>Date=8/19/2016</value></CallVariable><CallVariable><name>user.microapp.app_media_lib</name><value>..</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[3]</name><value>ANI=1412;DNIS=2909;OffHour=Y</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[1]</name><value>S1234567D|T1234567J</value></CallVariable><CallVariable><name>user.microapp.caller_input</name><value>T</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[2]</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>user.cvp_server_info</name><value>10.182.30.104</value></CallVariable><CallVariable><name>user.microapp.UseVXMLParams</name><value>N</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>1416</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-08-19T07:34:18.870Z</startTime><state>INITIATING</state><stateCause></stateCause><stateChangeTime>2016-08-19T07:34:18.870Z</stateChangeTime></Participant></participants><state>INITIATING</state><toAddress>1806</toAddress><uri>/finesse/api/Dialog/2130706533</uri></Dialog></dialogs></data><event>POST</event><requestId></requestId><source>/finesse/api/User/1002/Dialogs</source></Update>]: Publishing XMPP Message Asynchronously

0001234690: 10.182.30.106: Aug 19 2016 15:34:18.870 +0800: %CCBU_pool-6-thread-65-6-WRAP_UP_ADAPTER_RESET: %[call_id=2130706533]: reset

0001234691: 10.182.30.106: Aug 19 2016 15:34:18.872 +0800: %CCBU_pool-6-thread-65-6-WRAP_UP_ADAPTER_PROCESS_START: %[call_id=2130706533][messageId=AgentStateEvent]: processing event

0001234692: 10.182.30.106: Aug 19 2016 15:34:18.872 +0800: %CCBU_pool-6-thread-65-6-WRAP_UP_ADAPTER_CAN_PROCESS: WrapUpAdapter.canProcess() returns: false

0001234693: 10.182.30.106: Aug 19 2016 15:34:18.872 +0800: %CCBU_pool-6-thread-65-6-WRAP_UP_ADAPTER_PROCESS_END: %[call_id=2130706533][messageId=AgentStateEvent]: processed event

0001234694: 10.182.30.106: Aug 19 2016 15:34:18.872 +0800: %CCBU_pool-6-thread-65-6-WRAP_UP_ADAPTER_PROCESS_START: %[call_id=16805896][messageId=AgentStateEvent]: processing event

0001234695: 10.182.30.106: Aug 19 2016 15:34:18.872 +0800: %CCBU_pool-6-thread-65-6-WRAP_UP_ADAPTER_CAN_PROCESS: WrapUpAdapter.canProcess() returns: true

0001234696: 10.182.30.106: Aug 19 2016 15:34:18.872 +0800: %CCBU_pool-6-thread-65-6-WRAP_UP_ADAPTER_PROCESS_END: %[call_id=16805896][messageId=AgentStateEvent]: processed event

0000013559: 10.182.30.106: Aug 19 2016 15:34:18.873 +0800: %CCBU_pool-6-thread-65-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002][Payload=<Update>

<data>

<user>

<dialogs>/finesse/api/User/1002/Dialogs</dialogs>

<firstName>Weiming</firstName>

<roles>

<role>Agent</role>

</roles>

<wrapUpOnIncoming>REQUIRED</wrapUpOnIncoming>

</settings>

<state>TALKING</state>

<teamName>Default</teamName>

<uri>/finesse/api/User/1002</uri>

</user>

</data>

<source>/finesse/api/User/1002</source>

</Update>]: Publishing XMPP Message Asynchronously

0000013560: 10.182.30.106: Aug 19 2016 15:34:18.876 +0800: %CCBU_pool-6-thread-65-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/Team/1/Users][Payload=<Update>

<data>

<user>

<dialogs>/finesse/api/User/1002/Dialogs</dialogs>

<firstName>Weiming</firstName>

<state>TALKING</state>

<uri>/finesse/api/User/1002</uri>

</user>

</data>

<source>/finesse/api/User/1002</source>

</Update>]: Publishing XMPP Message Asynchronously

0001234697: 10.182.30.106: Aug 19 2016 15:34:18.878 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallDataUpdateEvent][cti_sequence_id=388164]: Message coming to Finesse from backend cti server

0000013561: 10.182.30.106: Aug 19 2016 15:34:18.880 +0800: %CCBU_pool-6-thread-56-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002/Dialogs][Payload=<Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>1416</fromAddress><id>2130706533</id><mediaProperties><DNIS>1806</DNIS><callType>CONSULT</callType><dialedNumber>1806</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>callVariable2</name><value>S1234567D</value></CallVariable><CallVariable><name>callVariable3</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>callVariable4</name><value>213-151806-0</value></CallVariable><CallVariable><name>callVariable5</name><value>1412</value></CallVariable><CallVariable><name>callVariable6</name><value>EN</value></CallVariable><CallVariable><name>callVariable7</name><value></value></CallVariable><CallVariable><name>callVariable8</name><value></value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[0]</name><value>application=CPF_MSHL</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[0]</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>user.microapp.error_code</name><value>0</value></CallVariable><CallVariable><name>user.media.id</name><value>4FA2B4000001000000000198691EB60A</value></CallVariable><CallVariable><name>user.microapp.isPostCallSurvey</name><value>N</value></CallVariable><CallVariable><name>user.microapp.metadata</name><value>N|000|01|00|00|003448|GS,Server,V,interrupt</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[2]</name><value></value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[3]</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[1]</name><value>CallId=213-151806-0</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[4]</name><value>Date=8/19/2016</value></CallVariable><CallVariable><name>user.microapp.app_media_lib</name><value>..</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[3]</name><value>ANI=1412;DNIS=2909;OffHour=Y</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[1]</name><value>S1234567D|T1234567J</value></CallVariable><CallVariable><name>user.microapp.caller_input</name><value>T</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[2]</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>user.cvp_server_info</name><value>10.182.30.104</value></CallVariable><CallVariable><name>user.microapp.UseVXMLParams</name><value>N</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>1416</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-08-19T07:34:18.870Z</startTime><state>INITIATING</state><stateCause></stateCause><stateChangeTime>2016-08-19T07:34:18.870Z</stateChangeTime></Participant></participants><state>INITIATING</state><toAddress>1806</toAddress><uri>/finesse/api/Dialog/2130706533</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/2130706533</source></Update>]: Publishing XMPP Message Asynchronously

0000013562: 10.182.30.106: Aug 19 2016 15:34:18.884 +0800: %CCBU_pool-6-thread-56-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002/Dialogs][Payload=<Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>1416</fromAddress><id>2130706533</id><mediaProperties><DNIS>1806</DNIS><callType>CONSULT</callType><dialedNumber>1806</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>callVariable2</name><value>S1234567D</value></CallVariable><CallVariable><name>callVariable3</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>callVariable4</name><value>213-151806-0</value></CallVariable><CallVariable><name>callVariable5</name><value>1412</value></CallVariable><CallVariable><name>callVariable6</name><value>EN</value></CallVariable><CallVariable><name>callVariable7</name><value></value></CallVariable><CallVariable><name>callVariable8</name><value></value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[0]</name><value>application=CPF_MSHL</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[0]</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>user.microapp.error_code</name><value>0</value></CallVariable><CallVariable><name>user.media.id</name><value>4FA2B4000001000000000198691EB60A</value></CallVariable><CallVariable><name>user.microapp.isPostCallSurvey</name><value>N</value></CallVariable><CallVariable><name>user.microapp.metadata</name><value>N|000|01|00|00|003448|GS,Server,V,interrupt</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[2]</name><value></value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[3]</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[1]</name><value>CallId=213-151806-0</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[4]</name><value>Date=8/19/2016</value></CallVariable><CallVariable><name>user.microapp.app_media_lib</name><value>..</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[3]</name><value>ANI=1412;DNIS=2909;OffHour=Y</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[1]</name><value>S1234567D|T1234567J</value></CallVariable><CallVariable><name>user.microapp.caller_input</name><value>T</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[2]</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>user.cvp_server_info</name><value>10.182.30.104</value></CallVariable><CallVariable><name>user.microapp.UseVXMLParams</name><value>N</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action></actions><mediaAddress>1416</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-08-19T07:34:18.870Z</startTime><state>INITIATED</state><stateCause></stateCause><stateChangeTime>2016-08-19T07:34:18.884Z</stateChangeTime></Participant></participants><state>INITIATED</state><toAddress>1806</toAddress><uri>/finesse/api/Dialog/2130706533</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/2130706533</source></Update>]: Publishing XMPP Message Asynchronously

0001234698: 10.182.30.106: Aug 19 2016 15:34:18.885 +0800: %CCBU_pool-13-thread-12-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallDataUpdateEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234699: 10.182.30.106: Aug 19 2016 15:34:18.885 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTICallDataUpdateEvent [peripheralId=5000, callType=12, connectionDeviceIdType=0, callId=16805897, connectionDeviceId=1416, newConnectionDevId=1416, newCallId=16805897, newConnectionDeviceIdType=0, ani=null, dnis=null, dialedNumber=null, callVariable1=null, callVariable2=null, callVariable3=null, callVariable4=null, callVariable5=null, callVariable6=null, callVariable7=null, callVariable8=null, callVariable9=null, callVariable10=null, callWrapupData=null]CTIMessageBean [invokeID=null, msgID=25, timeTracker={"id":"CallDataUpdateEvent","CTI_MSG_RECEIVED":1471592058885,"CTI_MSG_DISPATCH":1471592058885}, msgName=CallDataUpdateEvent, deploymentType=CCE]][cti_response_time=0]: Decoded Message to Finesse from backend cti server

0001234700: 10.182.30.106: Aug 19 2016 15:34:18.886 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallEstablishedEvent][cti_sequence_id=388165]: Message coming to Finesse from backend cti server

0001234701: 10.182.30.106: Aug 19 2016 15:34:18.886 +0800: %CCBU_pool-13-thread-12-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=CallEstablishedEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234702: 10.182.30.106: Aug 19 2016 15:34:18.886 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=com.cisco.ccbu.finesse.adapter.acmi.message.CTICallEstablishedEvent@1f2f1fb[callId=16805897,peripheralId=5000,connectionDeviceId=88811110001382,connectionDeviceIdType=1,eventCause=-1,answeringDeviceId=-1,callingDeviceId=1416,calledDeviceId=88811110001382,fltReqMaskNumMasks=2,fltReqMaskInstrumentList=[1416, 1416],fltReqMaskExtensionList=[1416, 1416],fltReqMaskCallIDList=[16805896, 16805897],fltReqMaskFlagsList=[10, 10],fltReqCallMaskList=[0005058A, 00002648],fltReqAgentMaskList=[00000000, 00000000],invokeID=<null>,msgID=10,timeTracker={"id":"CallEstablishedEvent","CTI_MSG_RECEIVED":1471592058886,"CTI_MSG_DISPATCH":1471592058886},msgName=CallEstablishedEvent,deploymentType=CCE]][cti_response_time=0]: Decoded Message to Finesse from backend cti server

0000013563: 10.182.30.106: Aug 19 2016 15:34:18.892 +0800: %CCBU_pool-6-thread-73-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002/Dialogs][Payload=<Update><data><dialog><associatedDialogUri>/finesse/api/Dialog/16805896</associatedDialogUri><fromAddress>1416</fromAddress><id>2130706533</id><mediaProperties><DNIS>1806</DNIS><callType>CONSULT</callType><dialedNumber>1806</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>callVariable2</name><value>S1234567D</value></CallVariable><CallVariable><name>callVariable3</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>callVariable4</name><value>213-151806-0</value></CallVariable><CallVariable><name>callVariable5</name><value>1412</value></CallVariable><CallVariable><name>callVariable6</name><value>EN</value></CallVariable><CallVariable><name>callVariable7</name><value></value></CallVariable><CallVariable><name>callVariable8</name><value></value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[0]</name><value>application=CPF_MSHL</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[0]</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>user.microapp.error_code</name><value>0</value></CallVariable><CallVariable><name>user.media.id</name><value>4FA2B4000001000000000198691EB60A</value></CallVariable><CallVariable><name>user.microapp.isPostCallSurvey</name><value>N</value></CallVariable><CallVariable><name>user.microapp.metadata</name><value>N|000|01|00|00|003448|GS,Server,V,interrupt</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[2]</name><value></value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[3]</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[1]</name><value>CallId=213-151806-0</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[4]</name><value>Date=8/19/2016</value></CallVariable><CallVariable><name>user.microapp.app_media_lib</name><value>..</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[3]</name><value>ANI=1412;DNIS=2909;OffHour=Y</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[1]</name><value>S1234567D|T1234567J</value></CallVariable><CallVariable><name>user.microapp.caller_input</name><value>T</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[2]</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>user.cvp_server_info</name><value>10.182.30.104</value></CallVariable><CallVariable><name>user.microapp.UseVXMLParams</name><value>N</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>TRANSFER_SST</action><action>CONSULT_CALL</action><action>HOLD</action><action>UPDATE_CALL_DATA</action><action>SEND_DTMF</action><action>DROP</action></actions><mediaAddress>1416</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-08-19T07:34:18.891Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2016-08-19T07:34:18.891Z</stateChangeTime></Participant><Participant><actions><action>TRANSFER_SST</action><action>CONSULT_CALL</action><action>HOLD</action><action>UPDATE_CALL_DATA</action><action>SEND_DTMF</action><action>DROP</action></actions><mediaAddress>88811110001382</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-08-19T07:34:18.891Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2016-08-19T07:34:18.891Z</stateChangeTime></Participant></participants><state>ACTIVE</state><toAddress>1806</toAddress><uri>/finesse/api/Dialog/2130706533</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/2130706533</source></Update>]: Publishing XMPP Message Asynchronously

0000013564: 10.182.30.106: Aug 19 2016 15:34:18.893 +0800: %CCBU_pool-6-thread-73-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1002/Dialogs][Payload=<Update><data><dialog><associatedDialogUri></associatedDialogUri><fromAddress>1412</fromAddress><id>16805896</id><mediaProperties><DNIS>1416</DNIS><callType>PREROUTE_ACD_IN</callType><dialedNumber>2909</dialedNumber><outboundClassification></outboundClassification><callvariables><CallVariable><name>callVariable1</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>callVariable2</name><value>S1234567D</value></CallVariable><CallVariable><name>callVariable3</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>callVariable4</name><value>213-151806-0</value></CallVariable><CallVariable><name>callVariable5</name><value>1412</value></CallVariable><CallVariable><name>callVariable6</name><value>EN</value></CallVariable><CallVariable><name>callVariable7</name><value></value></CallVariable><CallVariable><name>callVariable8</name><value></value></CallVariable><CallVariable><name>callVariable9</name><value></value></CallVariable><CallVariable><name>callVariable10</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[0]</name><value>application=CPF_MSHL</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[0]</name><value>Y|Y|N|EN|2909</value></CallVariable><CallVariable><name>user.microapp.error_code</name><value>0</value></CallVariable><CallVariable><name>user.media.id</name><value>4FA2B4000001000000000198691EB60A</value></CallVariable><CallVariable><name>user.microapp.isPostCallSurvey</name><value>N</value></CallVariable><CallVariable><name>user.microapp.metadata</name><value>N|000|01|00|00|003448|GS,Server,V,interrupt</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[2]</name><value></value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[3]</name><value></value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[1]</name><value>CallId=213-151806-0</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[4]</name><value>Date=8/19/2016</value></CallVariable><CallVariable><name>user.microapp.app_media_lib</name><value>..</value></CallVariable><CallVariable><name>user.microapp.ToExtVXML[3]</name><value>ANI=1412;DNIS=2909;OffHour=Y</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[1]</name><value>S1234567D|T1234567J</value></CallVariable><CallVariable><name>user.microapp.caller_input</name><value>T</value></CallVariable><CallVariable><name>user.microapp.FromExtVXML[2]</name><value>MSHL_PQ</value></CallVariable><CallVariable><name>user.cvp_server_info</name><value>10.182.30.104</value></CallVariable><CallVariable><name>user.microapp.UseVXMLParams</name><value>N</value></CallVariable></callvariables></mediaProperties><mediaType>Voice</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>DROP</action><action>CONFERENCE</action><action>TRANSFER</action><action>RETRIEVE</action></actions><mediaAddress>1416</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType><startTime>2016-08-19T07:34:15.522Z</startTime><state>HELD</state><stateCause></stateCause><stateChangeTime>2016-08-19T07:34:18.864Z</stateChangeTime></Participant><Participant><actions><action>TRANSFER_SST</action><action>CONSULT_CALL</action><action>HOLD</action><action>UPDATE_CALL_DATA</action><action>SEND_DTMF</action><action>DROP</action></actions><mediaAddress>1412</mediaAddress><mediaAddressType></mediaAddressType><startTime>2016-08-19T07:34:15.522Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2016-08-19T07:34:15.522Z</stateChangeTime></Participant></participants><state>ACTIVE</state><toAddress>2909</toAddress><uri>/finesse/api/Dialog/16805896</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/16805896</source></Update>]: Publishing XMPP Message Asynchronously

0001234703: 10.182.30.106: Aug 19 2016 15:34:19.476 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388166]: Message coming to Finesse from backend cti server

0001234704: 10.182.30.106: Aug 19 2016 15:34:19.476 +0800: %CCBU_pool-13-thread-20-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234705: 10.182.30.106: Aug 19 2016 15:34:19.477 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIQuerySkillGroupStatisticsConf[peripheralID=5000, skillGroupNumber=832408, routerCallsQNow=0, longestRouterCallQNow=0, agentsNotReady=0, agentsReady=0, agentsTalkingIn=0, agentsTalkingOut=0, agentsTalkingOther=0, agentsWorkNotReady=0, agentsWorkReady=0]CTIMessageBean [invokeID=380897, msgID=115, timeTracker={"id":"QuerySkillGroupStatisticsConf","CTI_MSG_NOTIFIED":1471592059477,"CTI_MSG_RECEIVED":1471592059476}, msgName=QuerySkillGroupStatisticsConf, deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234706: 10.182.30.106: Aug 19 2016 15:34:19.477 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388167]: Message coming to Finesse from backend cti server

0001234707: 10.182.30.106: Aug 19 2016 15:34:19.477 +0800: %CCBU_pool-13-thread-20-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234708: 10.182.30.106: Aug 19 2016 15:34:19.478 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIQuerySkillGroupStatisticsConf[peripheralID=5000, skillGroupNumber=1192227, routerCallsQNow=0, longestRouterCallQNow=0, agentsNotReady=0, agentsReady=0, agentsTalkingIn=0, agentsTalkingOut=0, agentsTalkingOther=1, agentsWorkNotReady=0, agentsWorkReady=0]CTIMessageBean [invokeID=380898, msgID=115, timeTracker={"id":"QuerySkillGroupStatisticsConf","CTI_MSG_NOTIFIED":1471592059478,"CTI_MSG_RECEIVED":1471592059477}, msgName=QuerySkillGroupStatisticsConf, deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234709: 10.182.30.106: Aug 19 2016 15:34:19.478 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388168]: Message coming to Finesse from backend cti server

0001234710: 10.182.30.106: Aug 19 2016 15:34:19.478 +0800: %CCBU_pool-13-thread-20-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234711: 10.182.30.106: Aug 19 2016 15:34:19.478 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIQuerySkillGroupStatisticsConf[peripheralID=5000, skillGroupNumber=13717759, routerCallsQNow=0, longestRouterCallQNow=0, agentsNotReady=0, agentsReady=0, agentsTalkingIn=0, agentsTalkingOut=0, agentsTalkingOther=0, agentsWorkNotReady=0, agentsWorkReady=0]CTIMessageBean [invokeID=380899, msgID=115, timeTracker={"id":"QuerySkillGroupStatisticsConf","CTI_MSG_NOTIFIED":1471592059478,"CTI_MSG_RECEIVED":1471592059478}, msgName=QuerySkillGroupStatisticsConf, deploymentType=CCE]][cti_response_time=0]: Decoded Message to Finesse from backend cti server

0001234712: 10.182.30.106: Aug 19 2016 15:34:19.478 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388169]: Message coming to Finesse from backend cti server

0001234713: 10.182.30.106: Aug 19 2016 15:34:19.478 +0800: %CCBU_pool-13-thread-20-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234714: 10.182.30.106: Aug 19 2016 15:34:19.479 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIQuerySkillGroupStatisticsConf[peripheralID=5000, skillGroupNumber=7445253, routerCallsQNow=0, longestRouterCallQNow=0, agentsNotReady=0, agentsReady=0, agentsTalkingIn=0, agentsTalkingOut=0, agentsTalkingOther=0, agentsWorkNotReady=0, agentsWorkReady=0]CTIMessageBean [invokeID=380900, msgID=115, timeTracker={"id":"QuerySkillGroupStatisticsConf","CTI_MSG_NOTIFIED":1471592059479,"CTI_MSG_RECEIVED":1471592059478}, msgName=QuerySkillGroupStatisticsConf, deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234715: 10.182.30.106: Aug 19 2016 15:34:19.479 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388170]: Message coming to Finesse from backend cti server

0001234716: 10.182.30.106: Aug 19 2016 15:34:19.479 +0800: %CCBU_pool-13-thread-20-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234717: 10.182.30.106: Aug 19 2016 15:34:19.479 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIQuerySkillGroupStatisticsConf[peripheralID=5000, skillGroupNumber=4642293, routerCallsQNow=0, longestRouterCallQNow=0, agentsNotReady=0, agentsReady=0, agentsTalkingIn=0, agentsTalkingOut=0, agentsTalkingOther=0, agentsWorkNotReady=0, agentsWorkReady=0]CTIMessageBean [invokeID=380901, msgID=115, timeTracker={"id":"QuerySkillGroupStatisticsConf","CTI_MSG_NOTIFIED":1471592059479,"CTI_MSG_RECEIVED":1471592059479}, msgName=QuerySkillGroupStatisticsConf, deploymentType=CCE]][cti_response_time=0]: Decoded Message to Finesse from backend cti server

0000013565: 10.182.30.106: Aug 19 2016 15:34:19.480 +0800: %CCBU_pool-18-thread-2-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/Queue/832408][Payload=<Update><data><queue><name>QSM_PQ</name><statistics><agentsNotReady>0</agentsNotReady><agentsReady>0</agentsReady><agentsTalkingInbound>0</agentsTalkingInbound><agentsTalkingInternal>0</agentsTalkingInternal><agentsTalkingOutbound>0</agentsTalkingOutbound><agentsWrapUpNotReady>0</agentsWrapUpNotReady><agentsWrapUpReady>0</agentsWrapUpReady><callsInQueue>0</callsInQueue><startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue></statistics><uri>/finesse/api/Queue/832408</uri></queue></data><event>PUT</event><requestId>null</requestId><source>/finesse/api/Queue/832408</source></Update>]: Publishing XMPP Message Asynchronously

0000013566: 10.182.30.106: Aug 19 2016 15:34:19.480 +0800: %CCBU_pool-18-thread-1-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/Queue/1192227][Payload=<Update><data><queue><name>MSHL_PQ</name><statistics><agentsNotReady>0</agentsNotReady><agentsReady>0</agentsReady><agentsTalkingInbound>0</agentsTalkingInbound><agentsTalkingInternal>1</agentsTalkingInternal><agentsTalkingOutbound>0</agentsTalkingOutbound><agentsWrapUpNotReady>0</agentsWrapUpNotReady><agentsWrapUpReady>0</agentsWrapUpReady><callsInQueue>0</callsInQueue><startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue></statistics><uri>/finesse/api/Queue/1192227</uri></queue></data><event>PUT</event><requestId>null</requestId><source>/finesse/api/Queue/1192227</source></Update>]: Publishing XMPP Message Asynchronously

0001234720: 10.182.30.106: Aug 19 2016 15:34:19.482 +0800: %CCBU_pool-13-thread-11-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234718: 10.182.30.106: Aug 19 2016 15:34:19.480 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388171]: Message coming to Finesse from backend cti server

0001234719: 10.182.30.106: Aug 19 2016 15:34:19.481 +0800: %CCBU_pool-13-thread-13-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234721: 10.182.30.106: Aug 19 2016 15:34:19.484 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIQuerySkillGroupStatisticsConf[peripheralID=5000, skillGroupNumber=3552167, routerCallsQNow=0, longestRouterCallQNow=0, agentsNotReady=0, agentsReady=0, agentsTalkingIn=0, agentsTalkingOut=0, agentsTalkingOther=0, agentsWorkNotReady=0, agentsWorkReady=0]CTIMessageBean [invokeID=380902, msgID=115, timeTracker={"id":"QuerySkillGroupStatisticsConf","CTI_MSG_NOTIFIED":1471592059484,"CTI_MSG_RECEIVED":1471592059483}, msgName=QuerySkillGroupStatisticsConf, deploymentType=CCE]][cti_response_time=1]: Decoded Message to Finesse from backend cti server

0001234722: 10.182.30.106: Aug 19 2016 15:34:19.484 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388172]: Message coming to Finesse from backend cti server

0001234723: 10.182.30.106: Aug 19 2016 15:34:19.484 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIQuerySkillGroupStatisticsConf[peripheralID=5000, skillGroupNumber=10581101, routerCallsQNow=0, longestRouterCallQNow=0, agentsNotReady=0, agentsReady=0, agentsTalkingIn=0, agentsTalkingOut=0, agentsTalkingOther=0, agentsWorkNotReady=0, agentsWorkReady=0]CTIMessageBean [invokeID=380903, msgID=115, timeTracker={"id":"QuerySkillGroupStatisticsConf","CTI_MSG_NOTIFIED":1471592059484,"CTI_MSG_RECEIVED":1471592059482}, msgName=QuerySkillGroupStatisticsConf, deploymentType=CCE]][cti_response_time=2]: Decoded Message to Finesse from backend cti server

0000013569: 10.182.30.106: Aug 19 2016 15:34:19.481 +0800: %CCBU_pool-18-thread-3-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/Queue/4642293][Payload=<Update><data><queue><name>NP_PGP_Niche_PQ</name><statistics><agentsNotReady>0</agentsNotReady><agentsReady>0</agentsReady><agentsTalkingInbound>0</agentsTalkingInbound><agentsTalkingInternal>0</agentsTalkingInternal><agentsTalkingOutbound>0</agentsTalkingOutbound><agentsWrapUpNotReady>0</agentsWrapUpNotReady><agentsWrapUpReady>0</agentsWrapUpReady><callsInQueue>0</callsInQueue><startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue></statistics><uri>/finesse/api/Queue/4642293</uri></queue></data><event>PUT</event><requestId>null</requestId><source>/finesse/api/Queue/4642293</source></Update>]: Publishing XMPP Message Asynchronously

0001234724: 10.182.30.106: Aug 19 2016 15:34:19.485 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388173]: Message coming to Finesse from backend cti server

0000013568: 10.182.30.106: Aug 19 2016 15:34:19.481 +0800: %CCBU_pool-18-thread-4-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/Queue/7445253][Payload=<Update><data><queue><name>NP_PGP_PQ</name><statistics><agentsNotReady>0</agentsNotReady><agentsReady>0</agentsReady><agentsTalkingInbound>0</agentsTalkingInbound><agentsTalkingInternal>0</agentsTalkingInternal><agentsTalkingOutbound>0</agentsTalkingOutbound><agentsWrapUpNotReady>0</agentsWrapUpNotReady><agentsWrapUpReady>0</agentsWrapUpReady><callsInQueue>0</callsInQueue><startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue></statistics><uri>/finesse/api/Queue/7445253</uri></queue></data><event>PUT</event><requestId>null</requestId><source>/finesse/api/Queue/7445253</source></Update>]: Publishing XMPP Message Asynchronously

0001234725: 10.182.30.106: Aug 19 2016 15:34:19.486 +0800: %CCBU_pool-13-thread-19-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0000013570: 10.182.30.106: Aug 19 2016 15:34:19.487 +0800: %CCBU_pool-18-thread-2-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/Queue/3552167][Payload=<Update><data><queue><name>CC_CODE_1_1_PQ</name><statistics><agentsNotReady>0</agentsNotReady><agentsReady>0</agentsReady><agentsTalkingInbound>0</agentsTalkingInbound><agentsTalkingInternal>0</agentsTalkingInternal><agentsTalkingOutbound>0</agentsTalkingOutbound><agentsWrapUpNotReady>0</agentsWrapUpNotReady><agentsWrapUpReady>0</agentsWrapUpReady><callsInQueue>0</callsInQueue><startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue></statistics><uri>/finesse/api/Queue/3552167</uri></queue></data><event>PUT</event><requestId>null</requestId><source>/finesse/api/Queue/3552167</source></Update>]: Publishing XMPP Message Asynchronously

0000013567: 10.182.30.106: Aug 19 2016 15:34:19.481 +0800: %CCBU_pool-18-thread-5-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/Queue/13717759][Payload=<Update><data><queue><name>NP_SEC_PQ</name><statistics><agentsNotReady>0</agentsNotReady><agentsReady>0</agentsReady><agentsTalkingInbound>0</agentsTalkingInbound><agentsTalkingInternal>0</agentsTalkingInternal><agentsTalkingOutbound>0</agentsTalkingOutbound><agentsWrapUpNotReady>0</agentsWrapUpNotReady><agentsWrapUpReady>0</agentsWrapUpReady><callsInQueue>0</callsInQueue><startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue></statistics><uri>/finesse/api/Queue/13717759</uri></queue></data><event>PUT</event><requestId>null</requestId><source>/finesse/api/Queue/13717759</source></Update>]: Publishing XMPP Message Asynchronously

0001234726: 10.182.30.106: Aug 19 2016 15:34:19.488 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIQuerySkillGroupStatisticsConf[peripheralID=5000, skillGroupNumber=3033993, routerCallsQNow=0, longestRouterCallQNow=0, agentsNotReady=0, agentsReady=0, agentsTalkingIn=0, agentsTalkingOut=0, agentsTalkingOther=0, agentsWorkNotReady=0, agentsWorkReady=0]CTIMessageBean [invokeID=380904, msgID=115, timeTracker={"id":"QuerySkillGroupStatisticsConf","CTI_MSG_NOTIFIED":1471592059488,"CTI_MSG_RECEIVED":1471592059486}, msgName=QuerySkillGroupStatisticsConf, deploymentType=CCE]][cti_response_time=2]: Decoded Message to Finesse from backend cti server

0001234727: 10.182.30.106: Aug 19 2016 15:34:19.488 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388174]: Message coming to Finesse from backend cti server

0001234728: 10.182.30.106: Aug 19 2016 15:34:19.488 +0800: %CCBU_pool-13-thread-19-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0001234729: 10.182.30.106: Aug 19 2016 15:34:19.488 +0800: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIQuerySkillGroupStatisticsConf[peripheralID=5000, skillGroupNumber=14387906, routerCallsQNow=0, longestRouterCallQNow=0, agentsNotReady=0, agentsReady=0, agentsTalkingIn=0, agentsTalkingOut=0, agentsTalkingOther=0, agentsWorkNotReady=0, agentsWorkReady=0]CTIMessageBean [invokeID=380905, msgID=115, timeTracker={"id":"QuerySkillGroupStatisticsConf","CTI_MSG_NOTIFIED":1471592059488,"CTI_MSG_RECEIVED":1471592059488}, msgName=QuerySkillGroupStatisticsConf, deploymentType=CCE]][cti_response_time=0]: Decoded Message to Finesse from backend cti server

0001234730: 10.182.30.106: Aug 19 2016 15:34:19.488 +0800: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=388175]: Message coming to Finesse from backend cti server

0001234731: 10.182.30.106: Aug 19 2016 15:34:19.488 +0800: %CCBU_pool-13-thread-19-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=QuerySkillGroupStatisticsConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

The only problem we have is we are unable to complete the Consult call using CONFERENCE via API.

It would be greatly appreciated if you will let us know how to acheive this.

Thanks.

Regards,

Maria

dekwan · ‎08-22-2016

Hi Maria,

As I stated before, you need to make sure the consult call is established before making the conference request. From the logs, it shows that the code is not waiting for the consult call to be established before making the conference request:

0001234642: 10.182.30.106: Aug 19 2016 15:34:18.323 +0800: %CCBU_http-8443-16-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/Dialog/16805896][usr=1002]: Request start

0001234643: 10.182.30.106: Aug 19 2016 15:34:18.325 +0800: %CCBU_http-8443-16-6-API_REQUEST: %[REQUEST_URL=Dialog/16805896][agent_id=1002][request_identifier=null][request_method=dialog.PUT][request_parameters= toAddress:1806 requestedAction:CONSULT_CALL targetMediaAddress:1416]: Request from client to webservice api

0001234644: 10.182.30.106: Aug 19 2016 15:34:18.325 +0800: %CCBU_pool-6-thread-48-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :380896 , connectionDevId: 1416, callID: 16805896, dialedNumber: 1806][cti_message_name=ConsultCallReq]: Message going to the backend cti server

0001234645: 10.182.30.106: Aug 19 2016 15:34:18.326 +0800: %CCBU_http-8443-16-6-REQUEST_END: %[elapsed_time=2]: Request complete

0001234646: 10.182.30.106: Aug 19 2016 15:34:18.327 +0800: %CCBU_http-8443-16-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/Dialog/16805896][usr=1002]: Request start

0001234649: 10.182.30.106: Aug 19 2016 15:34:18.329 +0800: %CCBU_http-8443-16-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/Dialog/16805896][usr=1002]: Request start

0001234650: 10.182.30.106: Aug 19 2016 15:34:18.330 +0800: %CCBU_http-8443-16-6-API_REQUEST: %[REQUEST_URL=Dialog/16805896][agent_id=1002][request_identifier=null][request_method=dialog.PUT][request_parameters= requestedAction:CONFERENCE targetMediaAddress:1416]: Request from client to webservice api

0001234651: 10.182.30.106: Aug 19 2016 15:34:18.331 +0800: %CCBU_http-8443-16-6-REQUEST_END: %[elapsed_time=1]: Request complete

In the above logs, Finesse didn't even get back a call id for the consult call and the CONFERENCE request is already made. So even though the consult call request was made, the consult call doesn't exist yet. So, you need to wait for at least the Finesse notification of the consult call before you send the CONFERENCE request.

Thanx,

Denise

Steve Earl · ‎10-04-2016

Hi Maria,

Did you ever get your api based conference working? If so, could you share any details? I'm seeing the same behavior and am triggering the consult and conference manually so I know that the consult call is established prior to calling the conference action.

Steve E.

dekwan · ‎10-04-2016

Hi Steve,

Can you provide the webservices logs with the scenario reproduced? The webservices logs will tell you the reason for the error. Please give me the timestamps and the full scenario you are doing including the agent id and extension.

Thanx,

Denise

Steve Earl · ‎10-04-2016

I'll post my results and logs as soon as I'm back to the office. In the meantime, could you post what a JavaScript requestAction for a conference should look like? My action "body" could be the issue.

dekwan · ‎10-04-2016

Hi Steve,

Here is an example of how the conference should look like:

participantActions = finesse.restservices.Dialog.Actions;

dialog.requestAction(user.getExtension(), participantActions.CONFERENCE, {

});

The action is just a constant of the requested action, basically the value of <requestedAction> in the REST API: https://developer.cisco.com/media/finesseDevGuide4.1/cfin_r_dialog-take-action-on-participants-11-5.html

Thanx,

Denise

MuhammadArslan76714 · ‎07-14-2021

Hello Denise,

I have an issue similar to above, I am integrating Cisco Finesse with 3rd party telephony server. As per the docs, I found that finesse doesn't support the blind conference through API or Agent desktop. How can we implement Conference functionality? I didn't find any proper details for Conference API in the Finesse API guide. Please guide me, I have gone through the below articles.

https://developer.cisco.com/docs/finesse/#!dialogtake-action-on-participant/dialogtake-action-on-participant

https://developer.cisco.com/docs/finesse/#!dialogmake-a-consult-call-request/dialogmake-a-consult-call-request

As per the first URL (dialog take action on the participant), i have implemented the CONFERENCE request, let me explain the scenario.

- Agent1 received a call from Agent2
- Agent3 is available with READY status

- Agent1 select Agent3 and press conference button

- Request sent and response received as 202 (successful) but call not initiated to Agent3, status is still READY for Agent3

Below is the Request and Response from logs 3rd application logs:

DEBUG - CallConference Dlg , okButton_actionPerformed()
DEBUG - CallConference Class , okButton_actionPerformed() , agent and Blind radio Button selected
DEBUG - CallConference Dlg , ConferenceCall() , targetAgentextension = 1008 Dialog id = 35959474 agentExtension = 1001
DEBUG - Before Sending Request
DEBUG - Open connection to fin-xxxx.icm:80
network: Connecting http://fin-xxxx.icm:80/ with proxy=DIRECT
DEBUG - >> "PUT /finesse/api/Dialog/35959474 HTTP/1.1[\r][\n]"
DEBUG - Adding Host request header
DEBUG - >> "Authorization: Basic MTIzMDAwOmNpc2NvMTIz[\r][\n]"
DEBUG - >> "Content-Type: application/xml[\r][\n]"
DEBUG - >> "User-Agent: Jakarta Commons-HttpClient/3.1[\r][\n]"
DEBUG - >> "Host: fin-pub-a-50.berlin.icm[\r][\n]"
DEBUG - >> "Content-Length: 134[\r][\n]"
DEBUG - >> "[\r][\n]"
DEBUG - >> "<Dialog><requestedAction>CONFERENCE</requestedAction><toAddress>1008</toAddress><targetMediaAddress>1001</targetMediaAddress></Dialog>"
DEBUG - Request body sent
DEBUG - << "HTTP/1.1 202 Accepted[\r][\n]"
DEBUG - << "HTTP/1.1 202 Accepted[\r][\n]"
DEBUG - << "Cache-Control: no-cache, no-store[\r][\n]"
DEBUG - << "Expires: Wed, 31 Dec 1969 19:00:00 EST[\r][\n]"
DEBUG - << "X-Content-Type-Options: nosniff[\r][\n]"
DEBUG - << "requestId: [\r][\n]"
DEBUG - << "Content-Type: application/xml[\r][\n]"
DEBUG - << "Content-Length: 0[\r][\n]"
DEBUG - << "Date: Wed, 14 Jul 2021 19:32:13 GMT[\r][\n]"
DEBUG - << "Server: [\r][\n]"
DEBUG - << "[\r][\n]"
DEBUG - Buffering response body
DEBUG - Resorting to protocol version default close connection policy
DEBUG - Should NOT close connection, using HTTP/1.1
DEBUG - Releasing connection back to connection manager.
DEBUG - Default charset used: ISO-8859-1
DEBUG - URL = http://fin-xxxx.icm/finesse/api/Dialog/35959474
DEBUG - xml body = <Dialog><requestedAction>CONFERENCE</requestedAction><toAddress>1008</toAddress><targetMediaAddress>1001</targetMediaAddress></Dialog>
DEBUG - Response Code===> 202
DEBUG - Response body===>
DEBUG - 202 : Call Conference
DEBUG - CallConference Dlg , ConferenceCall() , result = 202

Regards,

Arslan

dekwan · ‎07-14-2021

Hi @MuhammadArslan76714 ,

It appears that you have posted this question in a new post as well as several existing posts. I will comment in the post here: https://community.cisco.com/t5/contact-center/finesse-conference-call-api-integration/m-p/4433261

Thanx,

Denise