Error from Cisco Agent Desktop - The agent- or workflow-initiated action request failed.

[r_stevens]

We have roughly 20 agents using Cisco Agent Desktop version 85.1.417 and I have one that when she clicks the phone button to answer a call she gets the error: "The agent-  or workflow-initiated action request failed."

I reinstalled the program, but she still receives the same error.  What could be causing this problem?

[djlundberg]

Hello-

Do the agent log or dbg files show more detail than the error message that pops up?

DJ

[r_stevens]

This is what I found in the log:

2014-10-06 08:59:46:838 INFO VOIP2021 Desktop monitoring enabled for extension [9214].
2014-10-06 09:00:12:147 WARN STD3000 Get registry key <MTS_CitrixInstall> under path <SOFTWARE\Calabrio\CAD\Site Setup>. Object not found: <2:The system cannot find the file specified.>.
2014-10-06 09:00:12:159 INFO SOCKET0000 <CADEEMConnector> service on port <59015> has started.
2014-10-06 09:01:01:580 INFO PD4002 error while answering call ICDJtapiCallControlChannel (answer) error, invalid callId (17781617 != 37533406)
2014-10-06 09:09:28:543 INFO PD4002 error while answering call ICDJtapiCallControlChannel (answer) error, invalid callId (17781655 != 37533406)
2014-10-06 09:13:42:458 INFO PD4002 error while answering call ICDJtapiCallControlChannel (answer) error, invalid callId (17781669 != 37533406)
2014-10-06 09:29:03:809 INFO PD4002 error while answering call ICDJtapiCallControlChannel (answer) error, invalid callId (17781740 != 37533406)

I'm attaching part of the DBG log.  I hope that it helps.

Thanks