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ICM 8.5.4 retrieve call from HOLD results in begin_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)

Often when a call is placed on HOLD and then later taken off of HOLD we receive a BEGIN_CALL_EVENT with the original callid.  That did not happen in ICM6 is that to be expected?

from the CTI log we see:

13:51:52:454 cg1A-ctisvr Trace: ProcessRetrieveCallRequest - Couldn't find call object by connection. Trying to find by callid=4612
13:51:52:560 cg1A-ctisvr Trace: CALL_CREATED: CallID=4612.67042(s) Dest=4612.DROPPED_CONNECTION(s) Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)

this results in a begin_call_event. 

4 REPLIES 4
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Frequent Contributor

Your log snippet looks like the connection cleared while on hold. Can your provide a longer CTI Server log snippet showing the full call flow? Is there a consult call being made while on hold?

Highlighted

Additional information, we do have another connection to the call which is with a Verint recording device.  My understanding is that they 'normally' would end the call when it is placed on hold, and expect a new begin call when it is retrieved from hold.  With the previous ICM 6 version the call leg that our software receives does not get the BEGIN_CALL in this scenario.

Case where a call is placed on hold and when retrieved from hold we receive a begin_call

SESSION 22237: CallID = 12684        trace file 20140409ctisvrc.txt
at line 142 call HELD
at line 194 a new call is created , it has the same callid as the original when the call is taken off of hold

16:14:31:394 cg1A-ctisvr SESSION 2237: MsgType:AGENT_STATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:14:31:394 cg1A-ctisvr SESSION 2237:         SkillGroupState:AVAILABLE StateDuration:0 SkillGroupNumber:242 SkillGroupID:16831 
16:14:31:394 cg1A-ctisvr SESSION 2237:         SkillGroupPriority:1 AgentState:AVAILABLE EventReasonCode:0 ClientSignature:"Pxxxx922" 
16:14:31:394 cg1A-ctisvr SESSION 2237:         AgentID:"72539" AgentExtension:"60574" AgentInstrument:"60574" )
16:14:31:394 cg1A-ctisvr Trace: AGENT_EVENT: ID=72539 Periph=5000 Ext=60574 Inst=60574 Sig=Pxxxx922
16:14:31:394 cg1A-ctisvr Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0
16:14:31:394 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=14180
16:14:31:394 cg1A-ctisvr Trace:  SkTgtID=14180 SkGrpNo=0x389 SkGrpID=19968 NumLines=2 CurLine=0 ClientStatus=0x1 Direction=1
16:14:31:474 cg1A-ctisvr Trace:

16:18:43:172 cg1A-ctisvr Trace: CSTA_DELIVERED - callID=12684.60274(s) alertingDev=60574 callingDev=(DEV)60274 calledDev=(DEV)17218  localConnectionInfo(2)=CS_ALERTING cause=-1
16:18:43:172 cg1A-ctisvr Trace:                  Line=0 LineType=LINETYPE_INBOUND_ACD Service=17218(20166) Incoming=0
16:18:43:172 cg1A-ctisvr Trace:                  MultiAlert=F SkillGroup=-1(-1) TrunkNum=-1 TrunkGroupNum=-1
16:18:43:172 cg1A-ctisvr SESSION 2237: Begin callID 12684.60274(s) at periph 5000 device 60574
16:18:43:172 cg1A-ctisvr SESSION 2237: MsgType:BEGIN_CALL_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:172 cg1A-ctisvr SESSION 2237:         NumCTIClients:1 NumNamedVariables:15 NumNamedArrays:0 CallType:CALLTYPE_AGENT_INSIDE 
16:18:43:172 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:18:43:172 cg1A-ctisvr SESSION 2237:         ConnectionDeviceID:"60274" ANI:"60274" DNIS:"17218" DialedNumber:"17218" 
16:18:43:172 cg1A-ctisvr SESSION 2237:         RouterCallKeyDay:150943 RouterCallKeyCallID:71923 CTIClientSignature:"Pxxxx842" 
16:18:43:172 cg1A-ctisvr SESSION 2237:         CTIClientTimestamp:0x5345ab22 (04/09/14 16:18:42) )
16:18:43:172 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:172 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:172 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.

16:18:43:172 cg1A-ctisvr SESSION 2237: MsgType:CALL_DELIVERED_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:172 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 LineHandle:0 
16:18:43:172 cg1A-ctisvr SESSION 2237:         LineType:LINETYPE_INBOUND_ACD ServiceNumber:17218 ServiceID:20166 SkillGroupNumber:N/A 
16:18:43:172 cg1A-ctisvr SESSION 2237:         SkillGroupID:N/A SkillGroupPriority:0 AlertingDeviceType:DEVID_DEVICE_IDENTIFIER 
16:18:43:172 cg1A-ctisvr SESSION 2237:         CallingDeviceType:DEVID_DEVICE_IDENTIFIER CalledDeviceType:DEVID_DEVICE_IDENTIFIER 
16:18:43:172 cg1A-ctisvr SESSION 2237:         LastRedirectDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_ALERTING 
16:18:43:172 cg1A-ctisvr SESSION 2237:         EventCause:CEC_NONE ConnectionDeviceID:"60274" AlertingDeviceID:"60574" 
16:18:43:172 cg1A-ctisvr SESSION 2237:         CallingDeviceID:"60274" CalledDeviceID:"17218" LastRedirectDeviceID:"60274" )
16:18:43:175 cg1A-ctisvr Trace: AGENT_EVENT: ID=72539 SkgState=BUSY_OTHER Periph=5000 Ext=60574 Inst=60574 Sig=Pxxxx922 MRDID=1 SkTgtID=14180 SkGrpNo=0x100002a SkGrpID=5185 Direction=1
16:18:43:175 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:176 cg1A-ctisvr SESSION 2237: MsgType:AGENT_STATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:176 cg1A-ctisvr SESSION 2237:         SkillGroupState:BUSY_OTHER StateDuration:0 SkillGroupNumber:42 SkillGroupID:5185 
16:18:43:176 cg1A-ctisvr SESSION 2237:         SkillGroupPriority:1 AgentState:RESERVED EventReasonCode:0 ClientSignature:"Pxxxx922" 
16:18:43:176 cg1A-ctisvr SESSION 2237:         AgentID:"72539" AgentExtension:"60574" AgentInstrument:"60574" )
16:18:43:176 cg1A-ctisvr Trace: AGENT_EVENT: ID=72539 Periph=5000 Ext=60574 Inst=60574 Sig=Pxxxx922
16:18:43:176 cg1A-ctisvr Trace:  SkgState=RESERVED SkgDuration=0 OverallState=RESERVED OverallDuration=0 Reason=0
16:18:43:176 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=14180
16:18:43:176 cg1A-ctisvr Trace:  SkTgtID=14180 SkGrpNo=0x10000f2 SkGrpID=16831 NumLines=2 CurLine=0 ClientStatus=0x1 Direction=1
16:18:43:176 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:176 cg1A-ctisvr SESSION 2237: MsgType:AGENT_STATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:176 cg1A-ctisvr SESSION 2237:         SkillGroupState:RESERVED StateDuration:0 SkillGroupNumber:242 SkillGroupID:16831 
16:18:43:176 cg1A-ctisvr SESSION 2237:         SkillGroupPriority:1 AgentState:RESERVED EventReasonCode:0 ClientSignature:"Pxxxx922" 
16:18:43:176 cg1A-ctisvr SESSION 2237:         AgentID:"72539" AgentExtension:"60574" AgentInstrument:"60574" )
16:18:43:176 cg1A-ctisvr Trace: AGENT_EVENT: ID=72539 SkgState=BUSY_OTHER Periph=5000 Ext=60574 Inst=60574 Sig=Pxxxx922 MRDID=1 SkTgtID=14180 SkGrpNo=0x389 SkGrpID=19968 Direction=1
16:18:43:176 cg1A-ctisvr Trace: AGENT_EVENT: ID=72539 Periph=5000 Ext=60574 Inst=60574 Sig=Pxxxx922
16:18:43:176 cg1A-ctisvr Trace:  SkgState=TALKING SkgDuration=0 OverallState=TALKING OverallDuration=0 Reason=0
16:18:43:176 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=14180
16:18:43:176 cg1A-ctisvr Trace:  SkTgtID=14180 SkGrpNo=0x10000f2 SkGrpID=16831 NumLines=2 CurLine=0 ClientStatus=0x1 Direction=1
16:18:43:176 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:176 cg1A-ctisvr SESSION 2237: MsgType:AGENT_STATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:176 cg1A-ctisvr SESSION 2237:         SkillGroupState:TALKING StateDuration:0 SkillGroupNumber:242 SkillGroupID:16831 
16:18:43:176 cg1A-ctisvr SESSION 2237:         SkillGroupPriority:1 AgentState:TALKING EventReasonCode:0 ClientSignature:"Pxxxx922" 
16:18:43:176 cg1A-ctisvr SESSION 2237:         AgentID:"72539" AgentExtension:"60574" AgentInstrument:"60574" )
16:18:43:176 cg1A-ctisvr Trace:

16:18:43:177 cg1A-ctisvr SESSION 2237: MsgType:CALL_DATA_UPDATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:177 cg1A-ctisvr SESSION 2237:         NumCTIClients:2 NumNamedVariables:15 NumNamedArrays:0 CallType:CALLTYPE_AGENT_INSIDE 
16:18:43:177 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:18:43:177 cg1A-ctisvr SESSION 2237:         NewConnectionDeviceIDType:CONNECTION_ID_STATIC NewConnectionCallID:12684 
16:18:43:177 cg1A-ctisvr SESSION 2237:         ConnectionDeviceID:"60274" NewConnectionDeviceID:"60274" CED:"" 
16:18:43:177 cg1A-ctisvr SESSION 2237:         CTIClientSignature:"Pxxxx842" CTIClientTimestamp:0x5345ab22 (04/09/14 16:18:42) 
16:18:43:177 cg1A-ctisvr SESSION 2237:         CTIClientSignature:"Pxxxx922" CTIClientTimestamp:0x5345ab22 (04/09/14 16:18:42) )
16:18:43:177 cg1A-ctisvr Trace:

16:18:43:177 cg1A-ctisvr Trace: CSTA_ESTABLISHED - callID=12684.60574(s) answeringDev=60574 callingDev=(DEV)60274 calledDev=(DEV)17218  localConnectionInfo(3)=CS_CONNECT cause=-1
16:18:43:177 cg1A-ctisvr Trace:                    Line=0 LineType=LINETYPE_INBOUND_ACD Service=17218(20166) SkillGroup=16777458(16831) RemQd=T
16:18:43:177 cg1A-ctisvr Trace:                    TrunkNum=-1 TrunkGroupNum=-1
16:18:43:177 cg1A-ctisvr SESSION 2237: MsgType:CALL_DATA_UPDATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:177 cg1A-ctisvr SESSION 2237:         NumCTIClients:0 NumNamedVariables:0 NumNamedArrays:0 CallType:CALLTYPE_AGENT_INSIDE 
16:18:43:177 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:18:43:177 cg1A-ctisvr SESSION 2237:         NewConnectionDeviceIDType:CONNECTION_ID_STATIC NewConnectionCallID:12684 
16:18:43:177 cg1A-ctisvr SESSION 2237:         ConnectionDeviceID:"60274" NewConnectionDeviceID:"60574" )
16:18:43:177 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:177 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:177 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.

16:18:43:177 cg1A-ctisvr SESSION 2237: MsgType:CALL_ESTABLISHED_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:177 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 LineHandle:0 
16:18:43:177 cg1A-ctisvr SESSION 2237:         LineType:LINETYPE_INBOUND_ACD ServiceNumber:17218 ServiceID:20166 SkillGroupNumber:242 
16:18:43:177 cg1A-ctisvr SESSION 2237:         SkillGroupID:16831 SkillGroupPriority:1 AnsweringDeviceType:DEVID_DEVICE_IDENTIFIER 
16:18:43:177 cg1A-ctisvr SESSION 2237:         CallingDeviceType:DEVID_DEVICE_IDENTIFIER CalledDeviceType:DEVID_DEVICE_IDENTIFIER 
16:18:43:177 cg1A-ctisvr SESSION 2237:         LastRedirectDeviceType:DEVID_NONE LocalConnectionState:LCS_CONNECT EventCause:CEC_NONE 
16:18:43:177 cg1A-ctisvr SESSION 2237:         ConnectionDeviceID:"60574" AnsweringDeviceID:"60574" CallingDeviceID:"60274" 
16:18:43:177 cg1A-ctisvr SESSION 2237:         CalledDeviceID:"17218" )

16:18:43:265 cg1A-ctisvr Trace: CSTA_CONNECTION_CLEARED - callID=12684.14157(s) releasingDev=14157  localConnectionInfo(-1)=CS_NONE cause=-1
16:18:43:265 cg1A-ctisvr Trace:  callAction=must persist
16:18:43:265 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:265 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:265 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:18:43:265 cg1A-ctisvr SESSION 2126: MsgType:CALL_CONNECTION_CLEARED_EVENT (MonitorID:2126 PeripheralID:5000 PeripheralType:DEFINITY 
16:18:43:265 cg1A-ctisvr SESSION 2126:         ECS EAS ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:18:43:265 cg1A-ctisvr SESSION 2126:         ReleasingDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_CONNECT 
16:18:43:265 cg1A-ctisvr SESSION 2126:         EventCause:CEC_NONE ConnectionDeviceID:"14157" ReleasingDeviceID:"14157" )
16:18:43:265 cg1A-ctisvr SESSION 2237: MsgType:CALL_CONNECTION_CLEARED_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY 
16:18:43:265 cg1A-ctisvr SESSION 2237:         ECS EAS ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:18:43:265 cg1A-ctisvr SESSION 2237:         ReleasingDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_CONNECT 
16:18:43:265 cg1A-ctisvr SESSION 2237:         EventCause:CEC_NONE ConnectionDeviceID:"14157" ReleasingDeviceID:"14157" )
16:18:43:265 cg1A-ctisvr Trace: Removing device: 14157
16:18:43:270 cg1A-ctisvr Trace:

16:18:43:270 cg1A-ctisvr SESSION 2237: MsgType:CALL_TRANSFERRED_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:270 cg1A-ctisvr SESSION 2237:         PrimaryDeviceIDType:CONNECTION_ID_STATIC PrimaryCallID:12684 LineHandle:0 
16:18:43:270 cg1A-ctisvr SESSION 2237:         LineType:LINETYPE_INBOUND_ACD SkillGroupNumber:242 SkillGroupID:16831 
16:18:43:270 cg1A-ctisvr SESSION 2237:         SkillGroupPriority:1 NumParties:3 SecondaryDeviceIDType:CONNECTION_ID_NONE 
16:18:43:270 cg1A-ctisvr SESSION 2237:         SecondaryCallID:0xffffffff TransferringDeviceType:DEVID_DEVICE_IDENTIFIER 
16:18:43:270 cg1A-ctisvr SESSION 2237:         TransferredDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_CONNECT 
16:18:43:270 cg1A-ctisvr SESSION 2237:         EventCause:CEC_TRANSFER PrimaryDeviceID:"60574" SecondaryDeviceID:"" 
16:18:43:270 cg1A-ctisvr SESSION 2237:         TransferringDeviceID:"60274" TransferredDeviceID:"60574" PartyCallID:12684 
16:18:43:270 cg1A-ctisvr SESSION 2237:         PartyDeviceIDType:CONNECTION_ID_DYNAMIC PartyDeviceID:"D3804830" PartyCallID:12684 
16:18:43:270 cg1A-ctisvr SESSION 2237:         PartyDeviceIDType:CONNECTION_ID_STATIC PartyDeviceID:"60574" PartyCallID:12684 
16:18:43:270 cg1A-ctisvr SESSION 2237:         PartyDeviceIDType:CONNECTION_ID_STATIC PartyDeviceID:"13584" )

16:18:43:270 cg1A-ctisvr Trace: CALL_DATA_UPDATE(Transfer Result): CID=12684.D3804830(d) Dest=12684.60574(s) Active=Y Periph=5000 ECCsize=273
16:18:43:270 cg1A-ctisvr Trace:  CallType=13(CONSULT_OFFERED) CPDisposition=0(INVALID) TrunkGroup=100 
16:18:43:270 cg1A-ctisvr Trace:  RouterCallKey=150943 71923 CampaignID=-1 QueryRuleID=-1
16:18:43:270 cg1A-ctisvr Trace:  DNIS:21328 ANI:CMphonenum CED: Dialed=17218
16:18:43:270 cg1A-ctisvr Trace:  UserToUser=BlindTransfer Wrapup=
16:18:43:270 cg1A-ctisvr Trace:  CustPhone#= CustAccount#=
16:18:43:270 cg1A-ctisvr Trace:  PV1=1xxxxxxxxxx PV2=16090  |CMphonenum|  |BxxxxxxS|S00xx PV3=xxxxxx23          |N-NMY |S|   -VP-VBJ PV4=1xxxxxxxx|   |  |N|   |        | PV5=20xxxxxxxxxxxxxxxx|yyyyxxxxyyyyxxxx
16:18:43:270 cg1A-ctisvr Trace:  PV6= PV7= PV8= PV9= PV10=
16:18:43:270 cg1A-ctisvr Trace:  SrcAgentExt=(CS_CONNECT) DestAgentExt=60574(CS_CONNECT)
16:18:43:270 cg1A-ctisvr Trace:                   CTIClientHistory[0] Timestamp:0x5345ab22 (16:18:42) Signature:"Pxxxx842"
16:18:43:270 cg1A-ctisvr Trace:                   CTIClientHistory[1] Timestamp:0x5345ab22 (16:18:42) Signature:"Pxxxx922"
16:18:43:271 cg1A-ctisvr SESSION 2237: MsgType:CALL_DATA_UPDATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:18:43:271 cg1A-ctisvr SESSION 2237:         NumCTIClients:0 NumNamedVariables:15 NumNamedArrays:0 CallType:CALLTYPE_CONSULT_OFFERED 
16:18:43:271 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:18:43:271 cg1A-ctisvr SESSION 2237:         NewConnectionDeviceIDType:CONNECTION_ID_STATIC NewConnectionCallID:12684 
16:18:43:271 cg1A-ctisvr SESSION 2237:         ConnectionDeviceID:"60574" NewConnectionDeviceID:"60574" ANI:"CMphonenum" 
16:18:43:271 cg1A-ctisvr SESSION 2237:         UserToUser:<0x426c696e 64547261 6e736665 7200> DNIS:"21328" CED:"" )

16:21:28:615 cg1A-ctisvr Trace: CSTA_HELD - callID=12684.60574(s) holdingDev=60574  localConnectionInfo(4)=CS_HOLD cause=-1
16:21:28:615 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:21:28:616 cg1A-ctisvr SESSION 2237: MsgType:CALL_HELD_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:21:28:616 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:21:28:616 cg1A-ctisvr SESSION 2237:         HoldingDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_HOLD 
16:21:28:616 cg1A-ctisvr SESSION 2237:         EventCause:CEC_NONE ConnectionDeviceID:"60574" HoldingDeviceID:"60574" )
16:21:28:616 cg1A-ctisvr Trace: AGENT_EVENT: ID=72539 Periph=5000 Ext=60574 Inst=60574 Sig=Pxxxx922
16:21:28:616 cg1A-ctisvr Trace:  SkgState=HOLD SkgDuration=0 OverallState=HOLD OverallDuration=0 Reason=0
16:21:28:616 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=14180
16:21:28:616 cg1A-ctisvr Trace:  SkTgtID=14180 SkGrpNo=0x10000f2 SkGrpID=16831 NumLines=2 CurLine=0 ClientStatus=0x1 Direction=1
16:21:28:616 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:21:28:616 cg1A-ctisvr SESSION 2237: MsgType:AGENT_STATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:21:28:616 cg1A-ctisvr SESSION 2237:         SkillGroupState:HOLD StateDuration:0 SkillGroupNumber:242 SkillGroupID:16831 
16:21:28:616 cg1A-ctisvr SESSION 2237:         SkillGroupPriority:1 AgentState:HOLD EventReasonCode:0 ClientSignature:"Pxxxx922" 
16:21:28:616 cg1A-ctisvr SESSION 2237:         AgentID:"72539" AgentExtension:"60574" AgentInstrument:"60574" )
16:21:28:616 cg1A-ctisvr Trace:

16:21:28:617 cg1A-ctisvr Trace: CSTA_CONNECTION_CLEARED - callID=12684.13584(s) releasingDev=13584  localConnectionInfo(-1)=CS_NONE cause=-1
16:21:28:617 cg1A-ctisvr Trace:  callAction=must persist
16:21:28:617 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:21:28:617 cg1A-ctisvr SESSION 2237: MsgType:CALL_CONNECTION_CLEARED_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY 
16:21:28:617 cg1A-ctisvr SESSION 2237:         ECS EAS ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:21:28:617 cg1A-ctisvr SESSION 2237:         ReleasingDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_HOLD 
16:21:28:617 cg1A-ctisvr SESSION 2237:         EventCause:CEC_NONE ConnectionDeviceID:"13584" ReleasingDeviceID:"13584" )
16:21:28:617 cg1A-ctisvr Trace: Removing device: 13584
16:21:28:617 cg1A-ctisvr Trace:

16:21:28:617 cg1A-ctisvr SESSION 2237: MsgType:CALL_DATA_UPDATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:21:28:617 cg1A-ctisvr SESSION 2237:         NumCTIClients:0 NumNamedVariables:15 NumNamedArrays:0 CallType:CALLTYPE_CONSULT_OFFERED 
16:21:28:617 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:21:28:617 cg1A-ctisvr SESSION 2237:         NewConnectionDeviceIDType:CONNECTION_ID_STATIC NewConnectionCallID:12684 
16:21:28:617 cg1A-ctisvr SESSION 2237:         ConnectionDeviceID:"60574" NewConnectionDeviceID:"60574" CED:"" )

16:22:04:122 cg1A-ctisvr Trace: CALL TERMINATED: CallID=12684.60574(s) Periph=5000
16:22:04:123 cg1A-ctisvr SESSION 2237:  End  callID 12684.60574(s) at periph 5000 device 60574
16:22:04:123 cg1A-ctisvr SESSION 2237: MsgType:END_CALL_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:22:04:123 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:22:04:123 cg1A-ctisvr SESSION 2237:         ConnectionDeviceID:"60574" )
16:22:04:123 cg1A-ctisvr Trace: Removing device: CMphonenum
16:22:04:123 cg1A-ctisvr Trace:

16:25:03:780 cg1A-ctisvr Trace: AGENT_EVENT: ID=72539 Periph=5000 Ext=60574 Inst=60574 Sig=Pxxxx922
16:25:03:780 cg1A-ctisvr Trace:  SkgState=TALKING SkgDuration=0 OverallState=TALKING OverallDuration=0 Reason=0
16:25:03:780 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=14180
16:25:03:780 cg1A-ctisvr Trace:  SkTgtID=14180 SkGrpNo=0x10000f2 SkGrpID=16831 NumLines=2 CurLine=0 ClientStatus=0x1 Direction=1
16:25:03:780 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:25:03:780 cg1A-ctisvr SESSION 2237: MsgType:AGENT_STATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:25:03:780 cg1A-ctisvr SESSION 2237:         SkillGroupState:TALKING StateDuration:0 SkillGroupNumber:242 SkillGroupID:16831 
16:25:03:780 cg1A-ctisvr SESSION 2237:         SkillGroupPriority:1 AgentState:TALKING EventReasonCode:0 ClientSignature:"Pxxxx922" 
16:25:03:780 cg1A-ctisvr SESSION 2237:         AgentID:"72539" AgentExtension:"60574" AgentInstrument:"60574" )
16:25:03:781 cg1A-ctisvr Trace:

16:25:03:781 cg1A-ctisvr Trace: CALL_CREATED: CallID=12684.60574(s) Dest=12684.DROPPED_CONNECTION(s) Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)
16:25:03:781 cg1A-ctisvr Trace:               CampaignID=-1 QueryRuleID=-1
16:25:03:781 cg1A-ctisvr Trace:               TrunkGroup=-1 DNIS: ANI: CED: Dialed=
16:25:03:781 cg1A-ctisvr Trace:               UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=
16:25:03:781 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=
16:25:03:781 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=
16:25:03:781 cg1A-ctisvr SESSION 2237: Begin callID 12684.60574(s) at periph 5000 device 60574
16:25:03:781 cg1A-ctisvr SESSION 2237: MsgType:BEGIN_CALL_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:25:03:781 cg1A-ctisvr SESSION 2237:         NumCTIClients:0 NumNamedVariables:0 NumNamedArrays:0 CallType:CALLTYPE_ACD_IN 
16:25:03:781 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:25:03:781 cg1A-ctisvr SESSION 2237:         ConnectionDeviceID:"60574" )
16:25:03:781 cg1A-ctisvr Trace:

16:27:28:040 cg1A-ctisvr Trace: CSTA_CONNECTION_CLEARED - callID=12684.D3804830(d) releasingDev=D3804830  localConnectionInfo(-1)=CS_NONE cause=-1
16:27:28:040 cg1A-ctisvr Trace:  callAction=must persist
16:27:28:040 cg1A-ctisvr Trace: *** ProcessConnectionClearedEvent - Periph 5000 CallID 12684.D3804830(d) Connection D3804830 not found ***
16:27:28:040 cg1A-ctisvr 
16:27:28:040 cg1A-ctisvr   CSTA CallState: CallID=12684 Periph=5000 LastEvent=callPartyUpdate Flags=Reported, Active
16:27:28:040 cg1A-ctisvr     NULL -> (Device)60574 [OPC: SRC 60574(s)] Flags= ... CallCreated:callingDev
16:27:28:040 cg1A-ctisvr     CONNECT -> (Device)13584 [OPC: DEST 13584(s)] Flags= ... CallPtyUpdt:dest
16:27:28:040 cg1A-ctisvr 
16:27:28:040 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:27:28:040 cg1A-ctisvr SESSION 2237: MsgType:CALL_CONNECTION_CLEARED_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY 
16:27:28:040 cg1A-ctisvr SESSION 2237:         ECS EAS ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:12684 
16:27:28:040 cg1A-ctisvr SESSION 2237:         ReleasingDeviceType:DEVID_DEVICE_IDENTIFIER LocalConnectionState:LCS_NULL 
16:27:28:040 cg1A-ctisvr SESSION 2237:         EventCause:CEC_NONE ConnectionDeviceID:"D3804830" ReleasingDeviceID:"D3804830" )
16:27:28:040 cg1A-ctisvr Trace:

16:27:28:040 cg1A-ctisvr Trace: CSTA_CONNECTION_CLEARED - callID=12684.60574(s) releasingDev=60574  localConnectionInfo(-1)=CS_NONE cause=-1
16:27:28:040 cg1A-ctisvr Trace:  callAction=must clear
16:27:28:040 cg1A-ctisvr SESSION 2237:  End  callID 12684.60574(s) at periph 5000 device 60574
16:27:28:040 cg1A-ctisvr SESSION 2237: MsgType:END_CALL_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:27:28:040 cg1A-ctisvr SESSION 2237:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:12684 
16:27:28:040 cg1A-ctisvr SESSION 2237:         ConnectionDeviceID:"60574" )
16:27:28:040 cg1A-ctisvr Trace: Removing device: 13584
16:27:28:040 cg1A-ctisvr Trace:

16:27:28:040 cg1A-ctisvr Trace: CALL TERMINATED: CallID=12684.60574(s) Periph=5000
16:27:28:041 cg1A-ctisvr Trace: AGENT_EVENT: ID=72539 Periph=5000 Ext=60574 Inst=60574 Sig=Pxxxx922
16:27:28:041 cg1A-ctisvr Trace:  SkgState=WORK_READY SkgDuration=0 OverallState=WORK_READY OverallDuration=0 Reason=0
16:27:28:041 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=14180
16:27:28:041 cg1A-ctisvr Trace:  SkTgtID=14180 SkGrpNo=0x10000f2 SkGrpID=16831 NumLines=2 CurLine=0 ClientStatus=0x1 Direction=1
16:27:28:041 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.
16:27:28:041 cg1A-ctisvr SESSION 2237: MsgType:AGENT_STATE_EVENT (MonitorID:2237 PeripheralID:5000 PeripheralType:DEFINITY ECS EAS 
16:27:28:041 cg1A-ctisvr SESSION 2237:         SkillGroupState:WORK_READY StateDuration:0 SkillGroupNumber:242 SkillGroupID:16831 
16:27:28:041 cg1A-ctisvr SESSION 2237:         SkillGroupPriority:1 AgentState:WORK_READY EventReasonCode:0 ClientSignature:"Pxxxx922" 
16:27:28:041 cg1A-ctisvr SESSION 2237:         AgentID:"72539" AgentExtension:"60574" AgentInstrument:"60574" )
16:27:28:074 cg1A-ctisvr Trace:

Highlighted

What is the issue?. Can you not ignore the BEGIN_CALL_EVENT since it is the same callid?

Highlighted

We can ignore the BEGIN_CALL_EVENT, but I wanted to make sure that was to be expected.  It never use to happen previously.  So I was not sure if there was some configuration setting that needed to be made or if we just needed to ignore the event.