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Beginner

ICM 8.5.4 place a call on HOLD results in END_CALL_EVENT

We recently upgraded from ICM 6.0 to ICM 8.5.4, we are using our own .Net code that is interfacing via a socket connection. We are specifying to use version 7 of the protocol ( the same as when we were running with ICM 6)

Occasionally when we place a call on HOLD we receive a CALL_CONNECTION_CLEARED_EVENT that indicates the releasing device ID is the active phone.  When we get this event we attempt to set the AGENT_STATE to Work_Ready.  That request fails, because the phone is still in use.  Later when we retrieve the call it continues as expected.

Should we expect this to occur?  How do we differentiate if the caller hangs up the phone while on HOLD.

3 REPLIES 3
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Frequent Contributor

You should set the state to READY which will then be queued until the call ends. Agent should go into WORK_READY automatically if you have Agent Desksetting configured for Work timer.

You should see the releasing device id in the CALL_CONNECTION_CLEARED event. Can you post a snippet of the actual CTI Server log showing the issue?

Highlighted

In our case when we receive an END_CALL_EVENT and it is from our device ( agent phone), we assume that the call has been terminated and attempt to set the agent state to WORK_READY.  Below is an example where we received the END_CALL_EVENT from our device.  This does not happen each time a call is placed on hold, it happens occasionally  I am not certain how to handle the event ie how to know if it is as a result of the other leg of the call actually being terminated or if the call is on hold.  Additionally we did see this same behavior occasionally when using ICM6, but did not have a work around.

16:11:52:306 cg1A-ctisvr SESSION 1822: Begin callID 11948.D4703079(d) at periph 5000 device 60523
16:11:52:306 cg1A-ctisvr SESSION 1822: MsgType:BEGIN_CALL_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:306 cg1A-ctisvr SESSION 1822:         NumCTIClients:0 NumNamedVariables:12 NumNamedArrays:0 CallType:CALLTYPE_TRANSFER_IN 
16:11:52:306 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:11948 
16:11:52:306 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"D4703079" ANI:"xxxxxx9988" DNIS:"21489" DialedNumber:"GET_AGNT_AVP" 
16:11:52:306 cg1A-ctisvr SESSION 1822:         RouterCallKeyDay:150950 RouterCallKeyCallID:74902 )
16:11:52:306 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:306 cg1A-ctisvr SESSION 1822: MsgType:CALL_DELIVERED_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:306 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:11948 LineHandle:0 
16:11:52:306 cg1A-ctisvr SESSION 1822:         LineType:LINETYPE_INBOUND_ACD ServiceNumber:17874 ServiceID:21479 SkillGroupNumber:N/A 
16:11:52:306 cg1A-ctisvr SESSION 1822:         SkillGroupID:N/A SkillGroupPriority:0 AlertingDeviceType:DEVID_DEVICE_IDENTIFIER 
16:11:52:306 cg1A-ctisvr SESSION 1822:         CallingDeviceType:DEVID_DEVICE_IDENTIFIER CalledDeviceType:DEVID_DEVICE_IDENTIFIER 
16:11:52:306 cg1A-ctisvr SESSION 1822:         LastRedirectDeviceType:DEVID_NONE LocalConnectionState:LCS_ALERTING EventCause:CEC_NONE 
16:11:52:306 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"D4703079" AlertingDeviceID:"60523" CallingDeviceID:"xxxxxx9988" 
16:11:52:306 cg1A-ctisvr SESSION 1822:         CalledDeviceID:"17874" )
16:11:52:306 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 SkgState=BUSY_OTHER Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875 MRDID=1 SkTgtID=19326 SkGrpNo=0x100002a SkGrpID=5185 Direction=1
16:11:52:307 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:307 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupState:BUSY_OTHER StateDuration:0 SkillGroupNumber:42 SkillGroupID:5185 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:RESERVED EventReasonCode:0 ClientSignature:"YYYYY875" 
16:11:52:307 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:11:52:307 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 SkgState=BUSY_OTHER Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875 MRDID=1 SkTgtID=19326 SkGrpNo=0x1000368 SkGrpID=21468 Direction=1
16:11:52:307 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:307 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupState:BUSY_OTHER StateDuration:0 SkillGroupNumber:872 SkillGroupID:21468 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:RESERVED EventReasonCode:0 ClientSignature:"YYYYY875" 
16:11:52:307 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:11:52:307 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 SkgState=BUSY_OTHER Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875 MRDID=1 SkTgtID=19326 SkGrpNo=0x1000369 SkGrpID=21470 Direction=1
16:11:52:307 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:307 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupState:BUSY_OTHER StateDuration:0 SkillGroupNumber:873 SkillGroupID:21470 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:RESERVED EventReasonCode:0 ClientSignature:"YYYYY875" 
16:11:52:307 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:11:52:307 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875
16:11:52:307 cg1A-ctisvr Trace:  SkgState=RESERVED SkgDuration=0 OverallState=RESERVED OverallDuration=0 Reason=0
16:11:52:307 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=19326
16:11:52:307 cg1A-ctisvr Trace:  SkTgtID=19326 SkGrpNo=0x100036a SkGrpID=21474 NumLines=3 CurLine=0 ClientStatus=0x1 Direction=1
16:11:52:307 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:307 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupState:RESERVED StateDuration:0 SkillGroupNumber:874 SkillGroupID:21474 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:RESERVED EventReasonCode:0 ClientSignature:"YYYYY875" 
16:11:52:307 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:11:52:307 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 SkgState=BUSY_OTHER Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875 MRDID=1 SkTgtID=19326 SkGrpNo=0x100036b SkGrpID=21472 Direction=1
16:11:52:307 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:307 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupState:BUSY_OTHER StateDuration:0 SkillGroupNumber:875 SkillGroupID:21472 
16:11:52:307 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:RESERVED EventReasonCode:0 ClientSignature:"YYYYY875" 
16:11:52:307 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:11:52:308 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 SkgState=BUSY_OTHER Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875 MRDID=1 SkTgtID=19326 SkGrpNo=0x100036e SkGrpID=21512 Direction=1
16:11:52:308 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:308 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:308 cg1A-ctisvr SESSION 1822:         SkillGroupState:BUSY_OTHER StateDuration:0 SkillGroupNumber:878 SkillGroupID:21512 
16:11:52:308 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:RESERVED EventReasonCode:0 ClientSignature:"YYYYY875" 
16:11:52:308 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:11:52:308 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 SkgState=BUSY_OTHER Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875 MRDID=1 SkTgtID=19326 SkGrpNo=0x100036f SkGrpID=21516 Direction=1
16:11:52:308 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:308 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:308 cg1A-ctisvr SESSION 1822:         SkillGroupState:BUSY_OTHER StateDuration:0 SkillGroupNumber:879 SkillGroupID:21516 
16:11:52:308 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:RESERVED EventReasonCode:0 ClientSignature:"YYYYY875" 
16:11:52:308 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:11:52:313 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875
16:11:52:313 cg1A-ctisvr Trace:  SkgState=TALKING SkgDuration=0 OverallState=TALKING OverallDuration=0 Reason=0
16:11:52:313 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=19326
16:11:52:313 cg1A-ctisvr Trace:  SkTgtID=19326 SkGrpNo=0x100036a SkGrpID=21474 NumLines=3 CurLine=0 ClientStatus=0x1 Direction=1
16:11:52:313 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:313 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:313 cg1A-ctisvr SESSION 1822:         SkillGroupState:TALKING StateDuration:0 SkillGroupNumber:874 SkillGroupID:21474 
16:11:52:313 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:TALKING EventReasonCode:0 ClientSignature:"YYYYY875" 
16:11:52:313 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:11:52:313 cg1A-ctisvr Trace:

16:11:52:313 cg1A-ctisvr Trace: CALL_DATA_UPDATE: CID=11948.D4703079(d) Dest=11948.60523(s) Active=Y Periph=5000 ECCsize=213
16:11:52:313 cg1A-ctisvr Trace:  CallType=4(TRANSFER_IN) CPDisposition=0(INVALID) TrunkGroup=100 
16:11:52:313 cg1A-ctisvr Trace:  RouterCallKey=150950 74902 CampaignID=-1 QueryRuleID=-1
16:11:52:313 cg1A-ctisvr Trace:  DNIS:21489 ANI:xxxxxx9988 CED: Dialed=GET_AGNT_AVP
16:11:52:313 cg1A-ctisvr Trace:  UserToUser= Wrapup=
16:11:52:313 cg1A-ctisvr Trace:  CustPhone#= CustAccount#=
16:11:52:313 cg1A-ctisvr Trace:  PV1=xxxxxxxxxxxx PV2=16832  |xxxxxx9988|  |DISPUTES|D0001 PV3=yyyyyyy          |N-    |A|DPM-MP-APB PV4=546560402 PV5=
16:11:52:314 cg1A-ctisvr Trace:  PV6= PV7= PV8= PV9= PV10=
16:11:52:314 cg1A-ctisvr Trace:  SrcAgentExt=(CS_CONNECT) DestAgentExt=60523(CS_CONNECT)
16:11:52:314 cg1A-ctisvr Trace:                   CTIClientHistory[0] Timestamp:0x534ee407 (16:11:51) Signature:"YYYYY875"
16:11:52:314 cg1A-ctisvr SESSION 1822: MsgType:CALL_DATA_UPDATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:314 cg1A-ctisvr SESSION 1822:         NumCTIClients:1 NumNamedVariables:12 NumNamedArrays:0 CallType:CALLTYPE_TRANSFER_IN 
16:11:52:314 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:11948 
16:11:52:314 cg1A-ctisvr SESSION 1822:         NewConnectionDeviceIDType:CONNECTION_ID_DYNAMIC NewConnectionCallID:11948 
16:11:52:314 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"D4703079" NewConnectionDeviceID:"D4703079" CED:"" 
16:11:52:314 cg1A-ctisvr SESSION 1822:         CTIClientSignature:"YYYYY875" CTIClientTimestamp:0x534ee407 (04/16/14 16:11:51) )
16:11:52:314 cg1A-ctisvr Trace:

16:11:52:314 cg1A-ctisvr Trace: CSTA_ESTABLISHED - callID=11948.60523(s) answeringDev=60523 callingDev=(DEV)xxxxxx9988 calledDev=(DEV)17874  localConnectionInfo(3)=CS_CONNECT cause=-1
16:11:52:314 cg1A-ctisvr Trace:                    Line=0 LineType=LINETYPE_INBOUND_ACD Service=17874(21479) SkillGroup=16778090(21474) RemQd=T
16:11:52:314 cg1A-ctisvr Trace:                    TrunkNum=136 TrunkGroupNum=202
16:11:52:314 cg1A-ctisvr SESSION 1822: MsgType:CALL_DATA_UPDATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:314 cg1A-ctisvr SESSION 1822:         NumCTIClients:0 NumNamedVariables:0 NumNamedArrays:0 CallType:CALLTYPE_TRANSFER_IN 
16:11:52:314 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:11948 
16:11:52:314 cg1A-ctisvr SESSION 1822:         NewConnectionDeviceIDType:CONNECTION_ID_STATIC NewConnectionCallID:11948 
16:11:52:314 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"D4703079" NewConnectionDeviceID:"60523" )
16:11:52:314 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:11:52:314 cg1A-ctisvr SESSION 1822: MsgType:CALL_ESTABLISHED_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:11:52:314 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 LineHandle:0 
16:11:52:314 cg1A-ctisvr SESSION 1822:         LineType:LINETYPE_INBOUND_ACD ServiceNumber:17874 ServiceID:21479 SkillGroupNumber:874 
16:11:52:314 cg1A-ctisvr SESSION 1822:         SkillGroupID:21474 SkillGroupPriority:1 AnsweringDeviceType:DEVID_DEVICE_IDENTIFIER 
16:11:52:314 cg1A-ctisvr SESSION 1822:         CallingDeviceType:DEVID_DEVICE_IDENTIFIER CalledDeviceType:DEVID_DEVICE_IDENTIFIER 
16:11:52:314 cg1A-ctisvr SESSION 1822:         LastRedirectDeviceType:DEVID_NONE LocalConnectionState:LCS_CONNECT EventCause:CEC_NONE 
16:11:52:314 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"60523" AnsweringDeviceID:"60523" CallingDeviceID:"xxxxxx9988" 
16:11:52:314 cg1A-ctisvr SESSION 1822:         CalledDeviceID:"17874" )
16:11:52:314 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875
16:11:52:314 cg1A-ctisvr Trace:  SkgState=TALKING SkgDuration=0 OverallState=TALKING OverallDuration=0 Reason=0
16:11:52:314 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=19326
16:11:52:314 cg1A-ctisvr Trace:  SkTgtID=19326 SkGrpNo=0x100036a SkGrpID=21474 NumLines=3 CurLine=0 ClientStatus=0x1 Direction=1
16:11:52:314 cg1A-ctisvr Trace:

16:17:01:275 cg1A-ctisvr Trace: CALL_DATA_UPDATE: CID=11948.D4703079(d) Dest=11948.13533(s) Active=Y Periph=5000 ECCsize=213
16:17:01:275 cg1A-ctisvr Trace:  CallType=1(ACD_IN) CPDisposition=0(INVALID) TrunkGroup=-1 
16:17:01:275 cg1A-ctisvr Trace:  RouterCallKey=150950 74902 CampaignID=-1 QueryRuleID=-1
16:17:01:275 cg1A-ctisvr Trace:  DNIS: ANI: CED: Dialed=GET_AGNT_AVP
16:17:01:275 cg1A-ctisvr Trace:  UserToUser= Wrapup=
16:17:01:275 cg1A-ctisvr Trace:  CustPhone#= CustAccount#=
16:17:01:275 cg1A-ctisvr Trace:  PV1=xxxxxxxxxxxx PV2=16832  |xxxxxx9988|  |DISPUTES|D0001 PV3=yyyyyyy          |N-    |A|DPM-MP-APB PV4=546560402 PV5=
16:17:01:275 cg1A-ctisvr Trace:  PV6= PV7= PV8= PV9= PV10=
16:17:01:275 cg1A-ctisvr Trace:  SrcAgentExt=(CS_CONNECT) DestAgentExt=(CS_CONNECT)
16:17:01:275 cg1A-ctisvr Trace:                   CTIClientHistory[0] Timestamp:0x534ee407 (16:11:51) Signature:"YYYYY875"
16:17:01:275 cg1A-ctisvr SESSION 1822: MsgType:CALL_DATA_UPDATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:17:01:275 cg1A-ctisvr SESSION 1822:         NumCTIClients:0 NumNamedVariables:12 NumNamedArrays:0 CallType:CALLTYPE_ACD_IN 
16:17:01:275 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:17:01:275 cg1A-ctisvr SESSION 1822:         NewConnectionDeviceIDType:CONNECTION_ID_STATIC NewConnectionCallID:11948 
16:17:01:275 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"60523" NewConnectionDeviceID:"60523" ANI:"" DNIS:"" CED:"" 
16:17:01:275 cg1A-ctisvr SESSION 1822:         RouterCallKeyDay:150950 RouterCallKeyCallID:74902 )
16:17:01:275 cg1A-ctisvr Trace:

16:17:01:275 cg1A-ctisvr Trace: CALL TERMINATED: CallID=11948.60523(s) Periph=5000
16:17:01:275 cg1A-ctisvr Trace: Removing device: xxxxxx9988
16:17:01:275 cg1A-ctisvr SESSION 1822:  End  callID 11948.60523(s) at periph 5000 device 60523
16:17:01:275 cg1A-ctisvr SESSION 1822: MsgType:END_CALL_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:17:01:275 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:17:01:275 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"60523" )
16:17:01:275 cg1A-ctisvr Trace: Removing device: 13533
16:17:01:275 cg1A-ctisvr Trace:

16:18:20:249 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875
16:18:20:249 cg1A-ctisvr Trace:  SkgState=HOLD SkgDuration=0 OverallState=HOLD OverallDuration=0 Reason=0
16:18:20:249 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=19326
16:18:20:249 cg1A-ctisvr Trace:  SkTgtID=19326 SkGrpNo=0x100036a SkGrpID=21474 NumLines=3 CurLine=0 ClientStatus=0x1 Direction=1
16:18:20:249 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:20:249 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:20:249 cg1A-ctisvr SESSION 1822:         SkillGroupState:HOLD StateDuration:0 SkillGroupNumber:874 SkillGroupID:21474 
16:18:20:249 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:HOLD EventReasonCode:0 ClientSignature:"YYYYY875" 
16:18:20:249 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:18:20:254 cg1A-ctisvr Trace:

16:20:23:398 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875
16:20:23:398 cg1A-ctisvr Trace:  SkgState=TALKING SkgDuration=0 OverallState=TALKING OverallDuration=0 Reason=0
16:20:23:398 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=19326
16:20:23:398 cg1A-ctisvr Trace:  SkTgtID=19326 SkGrpNo=0x100036a SkGrpID=21474 NumLines=3 CurLine=0 ClientStatus=0x1 Direction=1
16:20:23:398 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:20:23:398 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:20:23:398 cg1A-ctisvr SESSION 1822:         SkillGroupState:TALKING StateDuration:0 SkillGroupNumber:874 SkillGroupID:21474 
16:20:23:398 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:TALKING EventReasonCode:0 ClientSignature:"YYYYY875" 
16:20:23:398 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:20:23:548 cg1A-ctisvr Trace:

16:20:23:550 cg1A-ctisvr Trace: CALL_CREATED: CallID=11948.60523(s) Dest=11948.DROPPED_CONNECTION(s) Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)
16:20:23:550 cg1A-ctisvr Trace:               CampaignID=-1 QueryRuleID=-1
16:20:23:550 cg1A-ctisvr Trace:               TrunkGroup=-1 DNIS: ANI: CED: Dialed=
16:20:23:550 cg1A-ctisvr Trace:               UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=
16:20:23:550 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=
16:20:23:550 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=
16:20:23:550 cg1A-ctisvr SESSION 1822: Begin callID 11948.60523(s) at periph 5000 device 60523
16:20:23:550 cg1A-ctisvr SESSION 1822: MsgType:BEGIN_CALL_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:20:23:550 cg1A-ctisvr SESSION 1822:         NumCTIClients:0 NumNamedVariables:0 NumNamedArrays:0 CallType:CALLTYPE_ACD_IN 
16:20:23:550 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:20:23:550 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"60523" )
16:20:23:550 cg1A-ctisvr Trace:

16:20:24:093 cg1A-ctisvr Trace: CSTA_HELD - callID=11948.60523(s) holdingDev=60523  localConnectionInfo(4)=CS_HOLD cause=-1
16:20:24:093 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:20:24:094 cg1A-ctisvr SESSION 1822: MsgType:CALL_HELD_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:20:24:094 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:20:24:094 cg1A-ctisvr SESSION 1822:         HoldingDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_HOLD 
16:20:24:094 cg1A-ctisvr SESSION 1822:         EventCause:CEC_NONE ConnectionDeviceID:"60523" HoldingDeviceID:"60523" )
16:20:24:094 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875
16:20:24:094 cg1A-ctisvr Trace:  SkgState=HOLD SkgDuration=0 OverallState=HOLD OverallDuration=0 Reason=0
16:20:24:094 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=19326
16:20:24:094 cg1A-ctisvr Trace:  SkTgtID=19326 SkGrpNo=0x100036a SkGrpID=21474 NumLines=3 CurLine=0 ClientStatus=0x1 Direction=1
16:20:24:094 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:20:24:094 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:20:24:094 cg1A-ctisvr SESSION 1822:         SkillGroupState:HOLD StateDuration:0 SkillGroupNumber:874 SkillGroupID:21474 
16:20:24:094 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:HOLD EventReasonCode:0 ClientSignature:"YYYYY875" 
16:20:24:094 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:20:24:094 cg1A-ctisvr Trace:

16:20:24:094 cg1A-ctisvr Trace: CSTA_CONNECTION_CLEARED - callID=11948.13533(s) releasingDev=13533  localConnectionInfo(-1)=CS_NONE cause=-1
16:20:24:094 cg1A-ctisvr Trace:  callAction=must clear
16:20:24:094 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:20:24:094 cg1A-ctisvr SESSION 1822: MsgType:CALL_CONNECTION_CLEARED_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY 
16:20:24:094 cg1A-ctisvr SESSION 1822:         ECS EAS ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:20:24:094 cg1A-ctisvr SESSION 1822:         ReleasingDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_HOLD 
16:20:24:094 cg1A-ctisvr SESSION 1822:         EventCause:CEC_NONE ConnectionDeviceID:"13533" ReleasingDeviceID:"13533" )
16:20:24:094 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:20:24:094 cg1A-ctisvr SESSION 1822: MsgType:CALL_CONNECTION_CLEARED_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY 
16:20:24:094 cg1A-ctisvr SESSION 1822:         ECS EAS ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:20:24:094 cg1A-ctisvr SESSION 1822:         ReleasingDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_NULL 
16:20:24:094 cg1A-ctisvr SESSION 1822:         EventCause:CEC_NONE ConnectionDeviceID:"60523" ReleasingDeviceID:"60523" )
16:20:24:094 cg1A-ctisvr Trace: Removing device: 13533
16:20:24:094 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:20:24:094 cg1A-ctisvr SESSION 1822: MsgType:CALL_CLEARED_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:20:24:094 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:20:24:094 cg1A-ctisvr SESSION 1822:         LocalConnectionState:LCS_NULL EventCause:CEC_NONE ConnectionDeviceID:"60523" )
16:20:24:094 cg1A-ctisvr Trace:

16:20:24:094 cg1A-ctisvr Trace: CALL TERMINATED: CallID=11948.60523(s) Periph=5000
16:20:24:094 cg1A-ctisvr SESSION 1822:  End  callID 11948.60523(s) at periph 5000 device 60523
16:20:24:094 cg1A-ctisvr SESSION 1822: MsgType:END_CALL_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:20:24:094 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:20:24:094 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"60523" )
16:20:24:274 cg1A-ctisvr Trace:

becuase we got the end call from our device (60523), we attempt to change the agent state to WORK_READY

16:20:24:401 cg1A-ctisvr SESSION 1822: MsgType:SET_AGENT_STATE_REQ (InvokeID:0x26 PeripheralID:5000 AgentState:WORK_READY 
16:20:24:401 cg1A-ctisvr SESSION 1822:         AgentWorkMode:AWM_UNSPECIFIED NumSkillGroups:0 EventReasonCode:0 AgentInstrument:"60523" 
16:20:24:401 cg1A-ctisvr SESSION 1822:         AgentID:"70178" )
16:20:24:402 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 1822
16:20:24:402 cg1A-ctisvr Trace: CSTASetAgentState:  InvokeID=0x27186b9e Dev=60523 AgentMode=WORK_READY AGID=70178 SG=-1(0xffffffff))
16:20:24:402 cg1A-ctisvr Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=10.125.54.175
16:20:24:407 cg1A-ctisvr Trace:

this fails because the call is still active

16:20:24:562 cg1A-ctisvr Trace: CSTAUniversalFailureConfEvent:  InvokeID=0x27186b9e Error=GENERIC_OPERATION_REJECTION
16:20:24:562 cg1A-ctisvr Trace: PRIVATE_DATA: PeripheralErrorCode=0xf(15)
16:20:24:562 cg1A-ctisvr SESSION 1822: MsgType:CONTROL_FAILURE_CONF (InvokeID:0x26 FailureCode:CF_GENERIC_OPERATION_REJECTION 
16:20:24:562 cg1A-ctisvr SESSION 1822:         PeripheralErrorCode:15 )
16:20:24:563 cg1A-ctisvr Trace:

16:20:44:512 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875
16:20:44:512 cg1A-ctisvr Trace:  SkgState=TALKING SkgDuration=0 OverallState=TALKING OverallDuration=0 Reason=0
16:20:44:512 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=19326
16:20:44:512 cg1A-ctisvr Trace:  SkTgtID=19326 SkGrpNo=0x100036a SkGrpID=21474 NumLines=3 CurLine=0 ClientStatus=0x1 Direction=1
16:20:44:512 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:20:44:512 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:20:44:512 cg1A-ctisvr SESSION 1822:         SkillGroupState:TALKING StateDuration:0 SkillGroupNumber:874 SkillGroupID:21474 
16:20:44:512 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:TALKING EventReasonCode:0 ClientSignature:"YYYYY875" 
16:20:44:512 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:20:44:513 cg1A-ctisvr Trace:

16:20:44:513 cg1A-ctisvr Trace: CALL_CREATED: CallID=11948.60523(s) Dest=11948.DROPPED_CONNECTION(s) Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)
16:20:44:513 cg1A-ctisvr Trace:               CampaignID=-1 QueryRuleID=-1
16:20:44:513 cg1A-ctisvr Trace:               TrunkGroup=-1 DNIS: ANI: CED: Dialed=
16:20:44:513 cg1A-ctisvr Trace:               UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=
16:20:44:513 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=
16:20:44:513 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=
16:20:44:513 cg1A-ctisvr SESSION 1822: Begin callID 11948.60523(s) at periph 5000 device 60523
16:20:44:513 cg1A-ctisvr SESSION 1822: MsgType:BEGIN_CALL_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:20:44:513 cg1A-ctisvr SESSION 1822:         NumCTIClients:0 NumNamedVariables:0 NumNamedArrays:0 CallType:CALLTYPE_ACD_IN 
16:20:44:513 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:20:44:513 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"60523" )
16:20:44:513 cg1A-ctisvr Trace:

16:23:57:190 cg1A-ctisvr Trace: CSTA_CONNECTION_CLEARED - callID=11948.60523(s) releasingDev=60523  localConnectionInfo(-1)=CS_NONE cause=-1
16:23:57:190 cg1A-ctisvr Trace:  callAction=must clear
16:23:57:190 cg1A-ctisvr SESSION 1822:  End  callID 11948.60523(s) at periph 5000 device 60523
16:23:57:190 cg1A-ctisvr SESSION 1822: MsgType:END_CALL_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:23:57:190 cg1A-ctisvr SESSION 1822:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:11948 
16:23:57:190 cg1A-ctisvr SESSION 1822:         ConnectionDeviceID:"60523" )
16:23:57:190 cg1A-ctisvr Trace: Removing device: 13533
16:23:57:190 cg1A-ctisvr Trace:

16:23:57:190 cg1A-ctisvr Trace: CALL TERMINATED: CallID=11948.60523(s) Periph=5000
16:23:57:190 cg1A-ctisvr Trace: AGENT_EVENT: ID=70178 Periph=5000 Ext=60523 Inst=60523 Sig=YYYYY875
16:23:57:190 cg1A-ctisvr Trace:  SkgState=WORK_READY SkgDuration=0 OverallState=WORK_READY OverallDuration=0 Reason=0
16:23:57:190 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=19326
16:23:57:190 cg1A-ctisvr Trace:  SkTgtID=19326 SkGrpNo=0x100036a SkGrpID=21474 NumLines=3 CurLine=0 ClientStatus=0x1 Direction=1
16:23:57:190 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:23:57:190 cg1A-ctisvr SESSION 1822: MsgType:AGENT_STATE_EVENT (MonitorID:1822 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:23:57:190 cg1A-ctisvr SESSION 1822:         SkillGroupState:WORK_READY StateDuration:0 SkillGroupNumber:874 SkillGroupID:21474 
16:23:57:190 cg1A-ctisvr SESSION 1822:         SkillGroupPriority:1 AgentState:WORK_READY EventReasonCode:0 ClientSignature:"YYYYY875" 
16:23:57:190 cg1A-ctisvr SESSION 1822:         AgentID:"70178" AgentExtension:"60523" AgentInstrument:"60523" )
16:23:57:190 cg1A-ctisvr Trace:

Highlighted

I know of no workaround to receiving a END_CALL_EVENT. Please open a Service Request using your CDN contract for Technology: Other and SubTechnology: CDN – Customer Contact Applications and provide a full set of PG logs including CTI Server, OPC, and PIM Logs and I will submit this issue to ICM Engineering.

Information on tracing levels for obtaining logs can be found here

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-enterprise/23065-IPCC-tracing.html

I have noticed a SR for another customer with the same issue when using Verint. Are you using a call recorder that could be terminating the call?