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Invalid call ID error when call is transferred to ACD

emily.hinton
Level 1
Level 1

‎01-07-2020 08:30 AM

 

I’m seeing an invalid call ID error in a specific scenario, it can be reproduced.

 

CUCM 12.5.1.11900-146

UCCX 12.0.1.10000-24 (ES01-11)

 

Scenario: when a call is transferred internally to the ACD pilot and the ACD call is answered, an “invalid call id” error is received. Below is the sequence of events from our log file. The Call ID is the same all the way through so I’m not sure how the call Id becomes “invalid”.

 

01/03/2020 14:43:43.340 CTIServerSocket::handle_call_state_event_message:  Received MT_BEGIN_CALL_EVENT message from CTI Server

01/03/2020 14:43:43.340   MessageType: BEGIN_CALL_EVENT Length: 56

01/03/2020 14:43:43.340   ProtocolVersion: 11

01/03/2020 14:43:43.340   Protocol: UCCX

01/03/2020 14:43:43.340   PeripheralId: 1 PeripheralType: 21

01/03/2020 14:43:43.340   ConnectionDeviceId: '*31209'

01/03/2020 14:43:43.340   ConnectionDeviceType: CONNECTION_ID_STATIC

01/03/2020 14:43:43.340   CallId: 50380621

01/03/2020 14:43:43.340   ANI: '8604'

01/03/2020 14:43:43.340   DNIS: '0860'

01/03/2020 14:43:43.340   DialedNumber: '0860'

01/03/2020 14:43:43.340   CallType: CALLTYPE_CCX_IN

01/03/2020 14:43:43.340 CiscoCTIServerACDPhone::OnBeginCallEvent:

01/03/2020 14:43:43.340   call id = 50380621 connection device id = '*31209' call state = RING

01/03/2020 14:43:43.340   ANI = '8604', DNIS = '0860', dialedNumber = '0860'

01/03/2020 14:43:43.340 CiscoCTIServerACDPhone::OnBeginCallEvent: add global call 50380621 ANI='8604', DNIS='0860', DialedNumber='0860'

 

01/03/2020 14:43:43.341 CTIServerSocket::handle_call_state_event_message:  Received MT_CALL_DELIVERED_EVENT message from CTI Server

01/03/2020 14:43:43.341   MessageType: CALL_DELIVERED_EVENT Length: 115

01/03/2020 14:43:43.341   ProtocolVersion: 11

01/03/2020 14:43:43.341   Protocol: UCCX

01/03/2020 14:43:43.341   PeripheralId: 1 PeripheralType: 21

01/03/2020 14:43:43.341   ConnectionDeviceId: '*31209'

01/03/2020 14:43:43.341   ConnectionDeviceType: CONNECTION_ID_STATIC

01/03/2020 14:43:43.341   ApplicationId: 2

01/03/2020 14:43:43.341   CallId: 50380621

01/03/2020 14:43:43.341   LocalConnectionState: LCS_ALERTING

01/03/2020 14:43:43.341   EventCause: CEC_NEW_CALL

01/03/2020 14:43:43.341   CallingDeviceId: '8604'

01/03/2020 14:43:43.341   CallingDeviceType: DEVICE_ID_IDENTIFIER

01/03/2020 14:43:43.341   CalledDeviceId: '*31209'

01/03/2020 14:43:43.341   CalledDeviceType: DEVICE_ID_CTI_PORT

01/03/2020 14:43:43.341   ANI: '8604'

01/03/2020 14:43:43.341   DNIS: '0860'

01/03/2020 14:43:43.341   DialedNumber: '0860'

01/03/2020 14:43:43.341   AlertingDeviceId: '*31209'

01/03/2020 14:43:43.341   AlertingDeviceType: DEVICE_ID_CTI_PORT

01/03/2020 14:43:43.341 CiscoCTIServerACDPhone::OnCallDeliveredEvent: call id = 50380621 alerting device = '*31209' call state = RING

01/03/2020 14:43:43.341   ANI = '8604'

01/03/2020 14:43:43.341   DNIS = '0860'

01/03/2020 14:43:43.341   dialed number = '0860'

 

01/03/2020 14:43:43.355 CTIServerSocket::handle_call_state_event_message:  Received MT_CALL_ESTABLISHED_EVENT message from CTI Server

01/03/2020 14:43:43.355   MessageType: CALL_ESTABLISHED_EVENT Length: 84

01/03/2020 14:43:43.355   ProtocolVersion: 11

01/03/2020 14:43:43.355   Protocol: UCCX

01/03/2020 14:43:43.355   PeripheralId: 1 PeripheralType: 21

01/03/2020 14:43:43.355   ConnectionDeviceId: '*31209'

01/03/2020 14:43:43.355   ConnectionDeviceType: CONNECTION_ID_STATIC

01/03/2020 14:43:43.355   ApplicationId: 2

01/03/2020 14:43:43.355   CallId: 50380621

01/03/2020 14:43:43.355   LocalConnectionState: LCS_CONNECT

01/03/2020 14:43:43.355   EventCause: CEC_NEW_CALL

01/03/2020 14:43:43.355   CallingDeviceId: '8604'

01/03/2020 14:43:43.355   CallingDeviceType: DEVICE_ID_IDENTIFIER

01/03/2020 14:43:43.355   CalledDeviceId: '*31209'

01/03/2020 14:43:43.355   CalledDeviceType: DEVICE_ID_CTI_PORT

01/03/2020 14:43:43.355   AnsweringDeviceId: '*31209'

01/03/2020 14:43:43.355   AnsweringDeviceType: DEVICE_ID_CTI_PORT

01/03/2020 14:43:43.356 CiscoCTIServerACDPhone::OnCallEstablishedEvent: call id = 50380621 answering device = '*31209' calling device = '8604' called device = '*31209' call state = ACTIVE

01/03/2020 14:43:43.356   ANI = ''

01/03/2020 14:43:43.356   DNIS = ''

01/03/2020 14:43:43.356   dialed number = ''

01/03/2020 14:43:43.356 CiscoCTIServerACDPhone::set_acd_call_info_for_call: found global call 50380621

 

01/03/2020 14:43:45.031 CTIServerSocket::handleCallDataUpdateEvent: Received MT_CALL_DATA_UPDATE_EVENT message from CTI Server

01/03/2020 14:43:45.031   MessageType: CALL_DATA_UPDATE_EVENT Length: 61

01/03/2020 14:43:45.031   ProtocolVersion: 11

01/03/2020 14:43:45.031   Protocol: UCCX

01/03/2020 14:43:45.031   PeripheralId: 1 PeripheralType: 21

01/03/2020 14:43:45.031   ConnectionDeviceType: CONNECTION_ID_STATIC

01/03/2020 14:43:45.031   CallId: 50380621

01/03/2020 14:43:45.031   CallVariables[0]: 'INT: 0860'

01/03/2020 14:43:45.031   CallType: CALLTYPE_CCX_IN

01/03/2020 14:43:45.031 CiscoCTIServerACDPhone::OnCallDataUpdateEvent(call id=50380621)

01/03/2020 14:43:45.031 CiscoCTIServerACDPhone::OnCallDataUpdateEvent: update global call 50380621 call variable[1] = 'INT: 0860'

 

01/03/2020 14:43:45.044 CTIServerSocket::handle_call_state_event_message:  Received MT_CALL_QUEUED_EVENT message from CTI Server

01/03/2020 14:43:45.044   MessageType: CALL_QUEUED_EVENT Length: 83

01/03/2020 14:43:45.044   ProtocolVersion: 11

01/03/2020 14:43:45.044   Protocol: UCCX

01/03/2020 14:43:45.044   PeripheralId: 1 PeripheralType: 21

01/03/2020 14:43:45.044   ConnectionDeviceId: '*31209'

01/03/2020 14:43:45.044   ConnectionDeviceType: CONNECTION_ID_STATIC

01/03/2020 14:43:45.044   ApplicationId: 2

01/03/2020 14:43:45.044   CallId: 50380621

01/03/2020 14:43:45.044   LocalConnectionState: LCS_QUEUED

01/03/2020 14:43:45.044   CallingDeviceId: '8604'

01/03/2020 14:43:45.044   CallingDeviceType: DEVICE_ID_IDENTIFIER

01/03/2020 14:43:45.044   CalledDeviceId: '0860'

01/03/2020 14:43:45.044   CalledDeviceType: DEVICE_ID_ROUTE_POINT

01/03/2020 14:43:45.044   QueueDeviceId: '1' QueueDeviceType: 77

01/03/2020 14:43:45.044   NumCSQs: 1

01/03/2020 14:43:45.044   CsqId[0]: 1

 

01/03/2020 14:43:45.289 CTIServerSocket::handle_call_state_event_message:  Received MT_CALL_DELIVERED_EVENT message from CTI Server

01/03/2020 14:43:45.289   MessageType: CALL_DELIVERED_EVENT Length: 107

01/03/2020 14:43:45.289   ProtocolVersion: 11

01/03/2020 14:43:45.289   Protocol: UCCX

01/03/2020 14:43:45.289   PeripheralId: 1 PeripheralType: 21

01/03/2020 14:43:45.289   ConnectionDeviceId: '8645'

01/03/2020 14:43:45.289   ConnectionDeviceType: CONNECTION_ID_STATIC

01/03/2020 14:43:45.289   ApplicationId: 2

01/03/2020 14:43:45.289   CSQNumber: 1

01/03/2020 14:43:45.289   CallId: 50380621

01/03/2020 14:43:45.289   SecondaryCallId: 16826319

01/03/2020 14:43:45.289   LocalConnectionState: LCS_ALERTING

01/03/2020 14:43:45.289   EventCause: CEC_NEW_CALL

01/03/2020 14:43:45.289   CallingDeviceId: '8604'

01/03/2020 14:43:45.289   CallingDeviceType: DEVICE_ID_IDENTIFIER

01/03/2020 14:43:45.289   CalledDeviceId: '8645'

01/03/2020 14:43:45.289   CalledDeviceType: DEVICE_ID_AGENT_DEVICE

01/03/2020 14:43:45.289   DNIS: '8645'

01/03/2020 14:43:45.289   CallVariables[0]: 'INT: 0860'

01/03/2020 14:43:45.289   AlertingDeviceId: '8645'

01/03/2020 14:43:45.289   AlertingDeviceType: DEVICE_ID_AGENT_DEVICE

01/03/2020 14:43:45.289 CiscoCTIServerACDPhone::OnCallDeliveredEvent: call id = 50380621 alerting device = '8645' call state = RING

01/03/2020 14:43:45.289   ANI = ''

01/03/2020 14:43:45.289   DNIS = '8645'

01/03/2020 14:43:45.289   dialed number = ''

01/03/2020 14:43:45.289   CV[1] = 'INT: 0860'

01/03/2020 14:43:45.289 CiscoCTIServerACDPhone::set_acd_call_info_for_call: found global call 50380621

01/03/2020 14:43:45.289 CiscoCTIServerACDPhone::set_acd_call_info: add call 50380621 state = RING to the calls list

01/03/2020 14:43:45.289 CiscoCTIServerACDPhone::send_call_info: send ACD call info line=1 call=66321

01/03/2020 14:43:45.289 --- Send to client message = 'EVENT[0x1c]CALL INFORMATION[0x1c]1[0x1c]66321[0x1c]ACD CALLER:8604[0x1c]ACD CALLED:8645[0x1c]ANI:8604[0x1c]DNIS:8645[0x1c]DIALED NUMBER:0860[0x1c]CV1:INT: 0860'

 

01/03/2020 14:43:47.368 CTIServerSocket::handleCallDataUpdateEvent: Received MT_CALL_DATA_UPDATE_EVENT message from CTI Server

01/03/2020 14:43:47.368   MessageType: CALL_DATA_UPDATE_EVENT Length: 53

01/03/2020 14:43:47.368   ProtocolVersion: 11

01/03/2020 14:43:47.368   Protocol: UCCX

01/03/2020 14:43:47.368   PeripheralId: 1 PeripheralType: 21

01/03/2020 14:43:47.368   ConnectionDeviceType: CONNECTION_ID_STATIC

01/03/2020 14:43:47.368   CallId: 50380621

01/03/2020 14:43:47.368   CallType: CALLTYPE_CCX_IN

01/03/2020 14:43:47.369 CiscoCTIServerACDPhone::OnCallDataUpdateEvent(call id=50380621)

01/03/2020 14:43:47.369 CiscoCTIServerACDPhone::OnCallDataUpdateEvent: found call 50380621

 

01/03/2020 14:43:49.185 CTIServerSocket::SendAnswerCallReq(callId=50380621,peripheralId=0)

01/03/2020 14:43:49.185 CTIServerSocket::SendAnswerCallReq: call CAnswerCallReq(version=11,callId=50380621,peripheralId=0,device='8645')

01/03/2020 14:43:49.185 CTIServerSocket::SendAnswerCallReq:  Send CAnswerCallReq message to CTI Server

01/03/2020 14:43:49.185   MessageType: ANSWER_CALL_REQ Length: 28

01/03/2020 14:43:49.185   ProtocolVersion: 11

01/03/2020 14:43:49.185   Protocol: UCCX

01/03/2020 14:43:49.185   InvokeId: 5

01/03/2020 14:43:49.185   AgentInstrument: '8645'

01/03/2020 14:43:49.185   CallId: 50380621

01/03/2020 14:43:49.185   ConnectionDeviceId: '8645'

01/03/2020 14:43:49.185   ConnectionDeviceType: CONNECTION_ID_STATIC

01/03/2020 14:43:49.185 --- Send to client message = 'REQUEST RESPONSE[0x1c]SUCCESS[0x1c]BUTTON PRESS[0x1c]263'

01/03/2020 14:43:49.187 CTIServerSocket::onReceive: number of bytes to read=512

01/03/2020 14:43:49.187 CTIServerSocket::onReceive: Received=74 at msg_pos=0

01/03/2020 14:43:49.187 CTIServerSocket::onReceive: set (body size = 66) message size = 74

01/03/2020 14:43:49.187 CTIServerSocket::onReceive: Unpacking message size = 74

01/03/2020 14:43:49.187 CTIServerSocket::onReceive: unpacking buffer: [0x0][0x0][0x0][0x42][0x0][0x0][0x0][0x23][0x0][0x0][0x0][0x5][0x0][0x1][0x0][0x1][0x57][0xFFFFFFDA][0x7][0x36][0x63][0x6F][0x75][0x6C][0x64][0x20][0x6E][0x6F][0x74][0x20][0x67][0x65][0x74][0x20][0x72][0x6D][0x63][0x6D][0x43][0x6F][0x6E][0x74][0x61][0x63][0x74][0x2C][0x20][0x69][0x6E][0x76][0x61][0x6C][0x69][0x64][0x20][0x63][0x61][0x6C][0x6C][0x49][0x64][0x20][0x6F][0x72][0x20][0x64][0x65][0x76][0x69][0x63][0x65][0x49][0x64][0x0]

01/03/2020 14:43:49.187 CTIServerSocket::onReceive: after unpack msg_pos=0

01/03/2020 14:43:49.187 CTIServerSocket::parse_message: message type = 35

01/03/2020 14:43:49.187 CTIServerSocket::handle_error_message: Received MT_CONTROL_FAILURE_CONF message from CTI Server

01/03/2020 14:43:49.187   MessageType: CONTROL_FAILURE_CONF Length: 66

01/03/2020 14:43:49.187   ProtocolVersion: 11

01/03/2020 14:43:49.187   Protocol: UCCX

01/03/2020 14:43:49.187   InvokeId: 5

01/03/2020 14:43:49.187   FailureCode: GENERIC_OPERATION

01/03/2020 14:43:49.187   CRSErrorCode: 88026

01/03/2020 14:43:49.187   Text: 'could not get rmcmContact, invalid callId or deviceId'

01/03/2020 14:43:49.187 CTIServerSocket::handle_error_message: send error = 'could not get rmcmContact, invalid callId or deviceId' to client cause = MT_CONTROL_FAILURE_CONF

01/03/2020 14:43:49.187 --- Send to client message = 'EVENT[0x1c]ERROR[0x1c]could not get rmcmContact, invalid callId or deviceId'

01/03/2020 14:43:49.187 CiscoUCCXCTIServerACDPhone::Handle_MT_CONTROL_FAILURE_CONF: WARNING - last request was answer remove call id 50380621

01/03/2020 14:43:49.187 CiscoCTIServerACDPhone::remove_call: remove the call 50380621 from the list

01/03/2020 14:43:49.187 CiscoUCCXCTIServerACDPhone::Handle_MT_CONTROL_FAILURE_CONF: attempt to answer the call using TAPI

 

0 Helpful
7 Replies 7

dekwan
Cisco Employee
Cisco Employee

‎01-09-2020 11:23 AM

Hi,

 

Looks like your call id is changing when it gets transferred:

 

01/03/2020 14:43:45.289   CallId: 50380621

01/03/2020 14:43:45.289   SecondaryCallId: 16826319

 

So most likely that is why you are getting an invalid CallId.

 

Thanx,

Denise

0 Helpful

merrilee.selman@spok.com
Level 1
Level 1
In response to dekwan

‎01-09-2020 12:09 PM

How do we stop it from changing?

0 Helpful

dekwan
Cisco Employee
Cisco Employee
In response to merrilee.selman@spok.com

‎01-09-2020 12:58 PM

You can't. You just have to see that update and know that it got changed. Then use the new call Id.

0 Helpful

dekwan
Cisco Employee
Cisco Employee
In response to dekwan

‎01-09-2020 12:58 PM

Also, it is not guaranteed that it will change. So you can't just hard code it to use the secondaryCallId in transfers.

merrilee.selman@spok.com
Level 1
Level 1
In response to dekwan

‎01-09-2020 01:04 PM

Not the answer we wanted, but thank you for the response

 

0 Helpful

dekwan
Cisco Employee
Cisco Employee
In response to merrilee.selman@spok.com

‎01-09-2020 01:11 PM

Did you verify that this is the reason for your error?

0 Helpful

emily.hinton
Level 1
Level 1
In response to dekwan

‎01-09-2020 01:16 PM

We have a Developer that will be looking at this further in the coming days.
Thank you for your responses!
0 Helpful
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