This issue is with all types/modes like Progressive...I have contacted TAC and was told this is will not work and i have raised same concern in cisco event last month. ... View more

If i understand correctly, you are looking how to get callerID in finesse right?If so we have to initially set Call.DialedNumberString in user.DN field manually in ICM script at starting and use DN in finesse. ... View more

When i enable console logs i see following in both when Agent is READY AND NOT_READY.           <category>LOGOUT</category>         <code>999</code>         <forAll>true</forAll>         <id>20</id>         <label>Supervisor Initiated</label>         <systemCode>true</systemCode>         <uri>/finesse/api/ReasonCode/20</uri>   But when i print user object, in READY scenario in user.getReasonCodeLabel() we will get Supervisor Initiated but in NOT_READY am getting Agent Not_ready reason code like Break.....   Does this answer your question? ... View more

We are seeing following issue/Error in DataBase element after 11.6 upgrade.   - If we restart DataBase server we are getting below error.Once Database server is backup application should work fine without any issues.We are connecting to same DB in our other application with Java code and it doesn't have any problem only with the applications using DataBase element.Once we restart CVP Service then it will start working.   Any help is appreciated.   The error was: A built-in element encountered an exception of type com.audium.server.AudiumException. The connection is closed. The root cause was: com.microsoft.sqlserver.jdbc.SQLServerException: The connection is closed. com.audium.server.AudiumException: A built-in element encountered an exception of type com.audium.server.AudiumException.  at com.audium.server.voiceElement.ActionElementBase.service(ActionElementBase.java:416)  at com.audium.server.controller.Controller.goToAction(Controller.java:4394)  at com.audium.server.controller.Controller.goToElement(Controller.java:4030)  at com.audium.server.controller.Controller.continueCall(Controller.java:3710)  at com.audium.server.controller.Controller.doPost(Controller.java:1124)  at javax.servlet.http.HttpServlet.service(HttpServlet.java:648)  at javax.servlet.http.HttpServlet.service(HttpServlet.java:729)  at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:292)  at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207)  at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)  at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:240)  at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:207)  at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:212)  at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:106)  at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:502)  at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:141)  at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:79)  at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:88)  at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:522)  at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1095)  at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:672)  at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1502)  at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.run(NioEndpoint.java:1458)  at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)  at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)  at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)  at java.lang.Thread.run(Thread.java:745) Caused by: com.audium.server.AudiumException: The connection is closed.  at com.audium.server.action.database.DatabaseAction.doAction(DatabaseAction.java:367)  at com.audium.server.voiceElement.ActionElementBase.service(ActionElementBase.java:390)  ... 26 more Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: The connection is closed.  at com.microsoft.sqlserver.jdbc.SQLServerException.makeFromDriverError(SQLServerException.java:190)  at com.microsoft.sqlserver.jdbc.SQLServerConnection.checkClosed(SQLServerConnection.java:389)  at com.microsoft.sqlserver.jdbc.SQLServerConnection.prepareStatement(SQLServerConnection.java:2175)  at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)  at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57)  at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)  at java.lang.reflect.Method.invoke(Method.java:606)  at org.apache.tomcat.jdbc.pool.ProxyConnection.invoke(ProxyConnection.java:126)  at org.apache.tomcat.jdbc.pool.JdbcInterceptor.invoke(JdbcInterceptor.java:108)  at org.apache.tomcat.jdbc.pool.DisposableConnectionFacade.invoke(DisposableConnectionFacade.java:81)  at com.sun.proxy.$Proxy53.prepareStatement(Unknown Source)  at com.audium.server.action.database.DatabaseAction.doAction(DatabaseAction.java:320) ... View more

Hi Dekwan,Good Morning,   I have executed multiple scenarios and noticed we are getting Supervisor Initiated in user.getReasonCodeLabel() when supervisor ForceLogut agent when agent is in READY status but not getting Supervisor Initiated in user.getReasonCodeLabel() when agent in NOT_READY status.Any insight? ... View more