NULL state for agent dialog from Finesse

[upchaurasia]

Hi,

We are receiving NULL state for agent in XML received from Finesse Notification Server -

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<Dialogs>
<Dialog>
<associatedDialogUri></associatedDialogUri>
<fromAddress>508422</fromAddress>
<id>51323722</id>
<mediaProperties>
<DNIS>2001111</DNIS>
<callType>PREROUTE_ACD_IN</callType>
<dialedNumber>160827111</dialedNumber>
<outboundClassification></outboundClassification>
<wrapUpReason>NonEscalated</wrapUpReason>
<callvariables>
<CallVariable>
<name>callVariable1</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable2</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable3</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable4</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable5</name>
<value></value>
</CallVariable>
<CallVariable>
<name>callVariable6</name>
<value></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>1000</value>
</CallVariable>
<CallVariable>
<name>user.ecc.Entity</name>
<value>Case</value>
</CallVariable>
<CallVariable>
<name>user.Description</name>
<value>IT Vision POD</value>
</CallVariable>
<CallVariable>
<name>user.Layout</name>
<value>ANI_Desc</value>
</CallVariable>
<CallVariable>
<name>user.microapp.input_type</name>
<value>D</value>
</CallVariable>
<CallVariable>
<name>user.media.id</name>
<value>B6684BD2E1EBA261BD92220A4CDCC1</value>
</CallVariable>
<CallVariable>
<name>user.microapp.media_server</name>
<value>http://mediaserver/</value>
</CallVariable>
<CallVariable>
<name>user.ecc.Id</name>
<value>5dbb0f4fc6d65d8139619fc6d65d5e</value>
</CallVariable>
<CallVariable>
<name>user.microapp.locale</name>
<value>en-us</value>
</CallVariable>
<CallVariable>
<name>user.ecc.Display</name>
<value>CS0024442</value>
</CallVariable>
<CallVariable>
<name>user.microapp.app_media_lib</name>
<value>IT_POD</value>
</CallVariable>
<CallVariable>
<name>user.microapp.error_code</name>
<value>0</value>
</CallVariable>
<CallVariable>
<name>user.ecc.Notes</name>
<value>Testing 123</value>
</CallVariable>
</callvariables>
<callKeyCallId>377</callKeyCallId>
<callKeyPrefix>153577</callKeyPrefix>
</mediaProperties>
<mediaType>Voice</mediaType>
<participants>
<Participant>
<actions></actions>
<mediaAddress>2001111</mediaAddress>
<mediaAddressType>AGENT_DEVICE</mediaAddressType>
<startTime>2021-06-16T11:33:05.757Z</startTime>
<state>NULL</state>
<stateCause></stateCause>
<stateChangeTime>2021-06-16T11:33:05.757Z</stateChangeTime>
</Participant>
</participants>
<state>ACTIVE</state>
<toAddress>160827111</toAddress>
<uri>/finesse/api/Dialog/51323722</uri>
</Dialog>
</Dialogs>

What could be the reason??

Regards,

Umesh

[Gerry O'Rourke]

That does seem unusual. Do you know what version of Finesse and what COP version has been installed?

I would recommend you install the latest COP file and if you still have the issue- open a TAC Case.

Gerry

[upchaurasia]

It's Finesse 12.5.1. I need to collect cop version from site.

Thanks & Regards,

Umesh

[dekwan]

Hi,

This is not the agent's state. This is the agent's participant state for the dialog. Take a look at the webservices logs to see what value the CTI is sending Finesse. This state is a pass through from the CTI.

Thanx,

Denise

[Gerry O'Rourke]

Ahh  - of course the first <state> is a child of the <Participant>. Should have spotted that!

Gerry

[upchaurasia]

Hi Denise,

In a dialog agent is also a participant. 

<mediaAddress>2001111</mediaAddress><mediaAddressType>AGENT_DEVICE</mediaAddressType>

Above mediaAddress is agent DN.

Test case was, customer restarted ROGGER service of UCCE. What will happen in this case. We received above XML from Finesse server. How this scenario should be handled?

Thanks & Regards,

Umesh

[dekwan]

Hi,

The NULL state for the agent device is because CTI doesn't know what the state of the device is, which is probably due to the restart of the rogger.

It is up to you how you want to handle this. Based on the event, there are no actions that can be performed, so you can probably show the call with no buttons and an error or something since the agent can't do anything with the call.

Thanx,

Denise