PCCE Error: One Agent using IE on Finesse always experiences an issue 50002 error code.

[rahzby.talukder]

Hi, 

Current System: PCCE Version 10(Data and Call Server)

                            CUCM Version 10

                            Finesse Version 10

We have this one issue, wherein only one agent was affected. All of the Agent uses IE 9 as their main browser. There is one agent that will experienced an issue with her Finesse, she will always gets the error 50002 on her finesse desktop. There are 5 agents login concurrently and only one experiences this issue. We have already tried reinstalling the IE 9, but to no avail. Currently she is using Mozilla and so far the issue has not yet been encountered. Any advise on how we can further isolate this concern.

Thank you 

[Chintan Gajjar]

Can you attach CTI server logs covering the issue? we can first find out if its because of Device going out of service or something else.

[rahzby.talukder]

Hi Chintan,

Good Day. What CTI logs are you referring to and how can I extract them. Thank you for your reply

[Chintan Gajjar]

You can collect CTI Server Process logs, the Process runs on Agent PG and Finesse connects to it for CTI events.

When issue occurs, collect the CTI server logs covering issue timestamp with dumplog utility.

Please collect the logs from CTI server Active side.

http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise/116165-trouble-ucce-trace-00.html