HOLD command fails for the UCCE/Finesse 12.x

[vbashin]

We are experiencing a problem when trying to execute a Rest API HOLD command on the agent in the active state

After sending the HOLD command to the Finesse we are getting the following Generic Error response:

2021-04-07T:15:12:09.006-0500 | Debug | HVAS_Notifier |  | RECV XML:<message from="pubsub.finesse1.cdxdemo.net" to="45120@finesse1.cdxdemo.net" id="zy4sNtK2" xmlns="jabber:client">

<event xmlns="http://jabber.org/protocol/pubsub#event">

<items node="/finesse/api/User/45120/Dialogs">

<item id="102b72c5-a7b2-4b30-8900-f6973bac444a12015993">

<notification xmlns="http://jabber.org/protocol/pubsub">

<Update>

<data>

<apiErrors>

<apiError>

<errorData>1</errorData>

<errorMessage>CF_GENERIC_OPERATION</errorMessage>

<errorType>Generic Error</errorType>

</apiError>

</apiErrors>

</data>

<event>put</event>

<requestId>

</requestId>

<source>/finesse/api/Dialog/18200448</source>

</Update>

</notification>

</item>

</items>

</event>

Could you please advise under what circumstance we can get that error?

Thanks,

 Vladimir Bashin

[dekwan]

Hi Vladimir,

It is hard to say what is the reasoning behind the error (especially when it is a generic one) without looking at the logs. Take a look at the CTI message as a result of the hold request and see if there is an error code that makes a little more sense than "Generic error". It is also possible that issue is on the CCE/CCX side.

Thanx,

Denise

[vbashin]

Thanks Denise -

do I need to collect some UCCE logs that you could possibly analyze? - If yes, which logs in particular?

[dekwan]

Hi,

You need to get the Finesse webservices logs and the CTI server logs from CCE. I can take a quick look to see if it is anything obvious, but anything more complex would require a support ticket.

Thanx,

Denise

[upchaurasia]

With Finesse 12.5, peripheral issues helps to understand CTI loser level errors.

Regards,

Umesh