Guide to read MIVR logs for a simple ICD call

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Guide to reading MIVR logs for a simple ICD Call

Problem Summary Here's how we read the MIVR logs to understand a simple ICD call from RmCm perspective.
Error Message NA
Possible Cause NA
Recommended Action

    The SS_RM,SS_CM,ICD_CTI, SS_TEL and ENG debugs are enabled in the below call flow
    The call flow captures AppFW event, Call Events, JTAPI events, IEF events, ACMI and Script steps

    Call comes into the system, AppFW contact is created of type “JTAPICallContact”
    988912: Nov 22 14:22:48.264 GMT+530 %MIVR-SS_CM-7-UNK:ICDContactAdapter created with ID 75, App FW contact 75, and RmCm contact 18810809 [2033593/1]
    Jtapi SS posts Call Received as call is received on the route point
    988914: Nov 22 14:22:48.264 GMT+530 %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=75,implId=2033593/1,state=STATE_RECEIVED_IDX,inbound=true,App name=ICD_App,task=null,session=null,seq num=-1,cn=4321,dn=4321,cgn=1075,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=4321,route=RP[num=4321],TP=null
    Jtapi SS selects a CTI port and posts Call Associated and then redirects to it.
    988919: Nov 22 14:22:48.280 GMT+530 %MIVR-SS_TEL-7-UNK:Call.associated() JTAPICallContact[id=75,implId=2033593/1,state=STATE_RECEIVED_IDX,inbound=true,App name=ICD_App,task=null,session=52000000074,seq num=0,cn=4321,dn=4321,cgn=1075,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=4321,route=RP[num=4321],TP=5683]
    CTI port accepts the call, Jtapi SS posts Call Accepted
    988925: Nov 22 14:22:48.296 GMT+530 %MIVR-SS_TEL-7-UNK:Call.accepted() JTAPICallContact[id=75,implId=2033593/1,state=STATE_ACCEPTED_IDX,inbound=true,App name=ICD_App,task=null,session=52000000074,seq num=0,cn=4321,dn=4321,cgn=1075,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=4321,route=RP[num=4321],TP=5683]
    Jtapi creates and associates a task to this contact and posts Call Attributed
    988931: Nov 22 14:22:48.311 GMT+530 %MIVR-SS_TEL-7-UNK:Call.attributed() JTAPICallContact[id=75,implId=2033593/1,state=STATE_ATTRIBUTED_IDX,inbound=true,App name=ICD_App,task=null,session=52000000074,seq num=0,cn=4321,dn=4321,cgn=1075,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=4321,route=RP[num=4321],TP=5683]
    AppFW posts Contact Attributed for RmCm
    988935: Nov 22 14:22:48.311 GMT+530 %MIVR-SS_CM-7-UNK:ICDContactAdapter 75 : ContactAttributed received for App FW contact 75, iefSourceContact is 18810809 [2033593/1] (51)
    Scripts is now invoked, starts with a START step
    988941: Nov 22 14:22:48.311 GMT+530 %MIVR-ENG-7-UNK:Execute step of Task 50000000082 : Start /* Simple Queuing Template ... */
    One of the first things to do in the script Accept the triggering contact
    988943: Nov 22 14:22:48.311 GMT+530 %MIVR-ENG-7-UNK:Execute step of Task 50000000082 : Accept (--Triggering Contact--)
    RmCm creates the RmCm Contact and posts Contact Created
    988958: Nov 22 14:22:48.311 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactCreatedEvent contact type IAQ session 52000000074 session seq num 0
    As the Call is at the CTI port, RmCm posts Contact Presented to CTI port
    988962: Nov 22 14:22:48.311 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactPresentedEvent Resource 5683 contact type IAQ Secondary call ID 2033593/1 session 52000000074 session seq num 0 isRedirectFromWF false
    BEGIN_CALL is posted to ACMI client to indicate a new call has arrived to system
    988996: Nov 22 14:22:48.311 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=BEGIN_CALL_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, numCTIClients: 0, numNamedVars: 0, numNamedArrays: 0, callType: 1, connectionDeviceIDType: 0, connectionCallID: 18810809, calledPartyDisposition: 0, connectionDeviceID: 5683, ani: 1075, dnis: 4321, dialedNumber: null, callerEnteredDigits: null, callVar1: null, callVar2: null, callVar3: null, callVar4: null, callVar5: null, callVar6: null, callVar7: null, callVar8: null, callVar9: null, callVar10: null, wrapupData: null to various sockets }
    CALL_DELIVERED is posted for CTI port
    988998: Nov 22 14:22:48.311 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_DELIVERED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, connectionCallID: 18810809, lineHandle: 65535, lineType: 3, serviceNumber: 0, serviceID: -1, skillGroupNumber: -1, skillGroupID: -1, skillGroupPriority: 0, alertingDeviceType: 73, callingDeviceType: 0, calledDeviceType: 73, lastRedirectDeviceType: 65535, localConnectionState: 2, eventCause: 22, connectionDeviceID: 5683, alertingDeviceID: 5683, callingDeviceID: 1075, calledDeviceID: 5683, lastRedirectDeviceID: null, secondaryConnectionCallID: 0, ani: 1075, dnis: 4321, userToUserInfo: null, dialedNumber: 4321, callerEnteredDigits: null, callVar1: null, callVar2: null, callVar3: null, callVar4: null, callVar5: null, callVar6: null, callVar7: null, callVar8: null, callVar9: null, callVar10: null, wrapupData: null to various sockets }
    AppFW posts Contact Accepted when the script hits Accept step
    989004: Nov 22 14:22:48.327 GMT+530 %MIVR-SS_CM-7-UNK:ICDContactAdapter 75 : ContactAccepted received for App FW contact 75, iefSourceContact is 18810809 [2033593/1] (51)
    When script hits Accept step, CTI port answers the call through Jtapi and Jtapi SS posts Call Answered
    989005: Nov 22 14:22:48.327 GMT+530 %MIVR-SS_TEL-7-UNK:Call.answered() JTAPICallContact[id=75,implId=2033593/1,state=STATE_ANSWERED_IDX,inbound=true,App name=ICD_App,task=50000000082,session=52000000074,seq num=0,cn=4321,dn=4321,cgn=1075,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=4321,route=RP[num=4321],TP=5683]
    Once CTI port and Caller are connected, RmCm posts Contact Connected for CTI port
    989019: Nov 22 14:22:48.327 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactConnectedEvent Resource 5683 contact type IAQ session 52000000074 session seq num 0
    Contact Connected triggers CALL_ESTABLISHED for ACMI clients
    989033: Nov 22 14:22:48.327 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_ESTABLISHED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, ConnectionCallID: 18810809, lineHandle: 65535, lineType: 3, serviceNumber: 0, serviceID: -1, skillGroupNumber: -1, skillGroupID: -1, skillGroupPriority: 0, answeringDeviceType: 73, callingDeviceType: 0, calledDeviceType: 73, lastRedirectDeviceType: 65535, localConnectionState: 3, eventCause: 22, monitoredDeviceDN: 5683, answeringDeviceID: 5683, calledDeviceID: 5683, callingDeviceID: 1075, lastRedirectDeviceID: null to various sockets }
    Script plays the initial Welcome prompt
    989039: Nov 22 14:22:48.389 GMT+530 %MIVR-ENG-7-UNK:Execute step of Task 50000000082 : Play Prompt (--Triggering Contact--, WelcomePrompt)
    One of things to do in Script is to queue the call and is done by Select Resource step
    989049: Nov 22 14:22:49.483 GMT+530 %MIVR-ENG-7-UNK:Execute step of Task 50000000082 : Select Resource (--Triggering Contact-- from CSQ)
    RmCm queues the call and if an agent is ready, it immediately puts him in Reserved state
    989083: Nov 22 14:22:49.483 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=AGENT_STATE_EVENT, monitorID=0, peripheralID=1, sessionID=0, peripheralType=21, skillGroupState=8, stateDuration=0, skillGroupNumber=-1, skillGroupID=-1, skillGroupPriority=0, agentstate=RESERVED, eventReasonCode=0, MRDid=1, numTasks=0, agentMode=0, maxTaskLimit=0, ICMAgentID=0, agentAvailabilityStatus=1, numFltSkillGroups=0, CTIClientSignature=null, agentID=Agent1, agentExtension=1089, agentInstrument=null, agentID_Long=Agent1, duration=-1, nextAgentState=-1 to various sockets }
    Now that an agent is selected, Script uses Connect step to connect to the Agent
    989089: Nov 22 14:22:49.483 GMT+530 %MIVR-ENG-7-UNK:Execute step of Task 50000000082 : Connect (--Triggering Contact-- to SRS_TempResourceSelectedVar2)
    RmCm posting Contact Queued
    989111: Nov 22 14:22:49.499 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactQueuedEvent contact type IAQ session 52000000074 session seq num 0
    CALL_QUEUED for ACMI clients, As an agent was already available, he was immediately put to Reserved
    989134: Nov 22 14:22:49.499 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_QUEUED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, ConnectionCallID: 18810809, serviceNumber: 0, serviceID: -1, queueDeviceType: 77, callingDeviceType: 0, calledDeviceType: 74, lastRedirectDeviceType: 65535, numQueued: 0, numSkillGroups: 1, localConnectionState: 5, eventCause: 65535, connectionDeviceID: 5683, queueDeviceID: 1, calledDeviceID: 4321, callingDeviceID: 1075, lastRedirectDeviceID: null, skillGroupNumber: 1, skillGroupID: -1, skillGroupPriority: 0, CSDID: 1 to various sockets }
    PRIMARY_CONSULT transfer takes place from CTI port to Agent. We first get ‘Ringing’ event for consult call
    989163: Nov 22 14:22:49.561 GMT+530 %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnRingingEv received for call 18810810 [2033594/1] and agent Agent1
    RmCm posts Contact Presented for Agent
    989180: Nov 22 14:22:49.561 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactPresentedEvent Resource Rsrc Name: Agent1 ID:Agent1 IAQ Extn:1089 contact type PRIMARY CONSULT Secondary call ID 2033594/1 session 52000000074 session seq num 0 isRedirectFromWF false
    CALL_DELIVERED to CAD to show this call on CAD
    989211: Nov 22 14:22:49.561 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_DELIVERED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, connectionCallID: 18810809, lineHandle: 65535, lineType: 3, serviceNumber: 0, serviceID: -1, skillGroupNumber: 1, skillGroupID: -1, skillGroupPriority: 0, alertingDeviceType: 76, callingDeviceType: 0, calledDeviceType: 76, lastRedirectDeviceType: 65535, localConnectionState: 2, eventCause: 22, connectionDeviceID: 1089, alertingDeviceID: 1089, callingDeviceID: 1075, calledDeviceID: 1089, lastRedirectDeviceID: null, secondaryConnectionCallID: 18810810, ani: null, dnis: null, userToUserInfo: null, dialedNumber: null, callerEnteredDigits: null, callVar1: null, callVar2: null, callVar3: null, callVar4: null, callVar5: null, callVar6: null, callVar7: null, callVar8: null, callVar9: null, callVar10: null, wrapupData: null to various sockets }
    CAD issues Answer request when agent clicks answer button
    989228: Nov 22 14:22:50.546 GMT+530 %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket[addr=10.76.253.117,port=3825,localport=42027] Msg is {length=28 type=ANSWER_CALL_REQ,invokeId=2578, peripheraid: 1, connectioncallid: 18810809, connectiondeviceidtype: 0, connectiondeviceid: 1089, agentinstrument: 1089 }
    Agent answers the primary consult call, we get Active event for consult call
    989238: Nov 22 14:22:50.546 GMT+530 %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnActiveEv received for call 18810810 [2033594/1] and agent Agent1
    Confirmation for answer request sent to agent
    989251: Nov 22 14:22:50.546 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=ANSWER_CALL_CONF,invokeId=2578 to socket: Socket[addr=10.76.253.117,port=3825,localport=42027] }
    Jtapi SS detects answer and completes the transfer,
    989274: Nov 22 14:22:50.593 GMT+530 %MIVR-SS_RM-7-UNK:processCiscoTransferStartEv: received CiscoTransferStartEv for Original CallId 18810809[2033593/1]
    We now get Active event for main call
    989289: Nov 22 14:22:50.593 GMT+530 %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnActiveEv received for call 18810809 [2033593/1] and agent Agent1
    And then Talking event for main call
    9892305: Nov 22 14:22:50.593 GMT+530 %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnTalkingEv received for call 18810809 [2033593/1] and agent Agent1
    Transfer completed, consult call is removed, we get Dropped event for consult call
    989310: Nov 22 14:22:50.593 GMT+530 %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnDroppedEv received for call 18810810 [2033594/1] and agent Agent1
    Consult call removed
    989315: Nov 22 14:22:50.593 GMT+530 %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallInvalidEv received for call:18810810 [2033594/1]
    New AppFW contact is created of type “AgentCallContact”
    989330: Nov 22 14:22:50.593 GMT+530 %MIVR-SS_CM-7-UNK:ICDContactAdapter created with ID 76, App FW contact 76, and RmCm contact 18810809 [2033593/1]
    RmCm posts Contact Connected for Agent
    989391: Nov 22 14:22:50.593 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactConnectedEvent Resource Rsrc Name: Agent1 ID:Agent1 IAQ Extn:1089 contact type IAQ session 52000000074 session seq num 0
    Now that the call is connected to agent, it is dequeued from all the queues, RmCm posts ContactDequeueAll
    989398: Nov 22 14:22:50.593 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactDequeuedAllEvent reason code CONNECTED_TO_RESOURCE contact type IAQ session 52000000074 session seq num 0
    Contact is now disconnected from CTI port, RmCm Contact Resource Disconnected for CTI port
    989403: Nov 22 14:22:50.593 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactRsrcDisconnectedEvent Resource 5683 contact type IAQ session 52000000074 session seq num 0
    Agent moves from Reserved to Talking
    989460: Nov 22 14:22:50.671 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=AGENT_STATE_EVENT, monitorID=0, peripheralID=1, sessionID=0, peripheralType=21, skillGroupState=4, stateDuration=0, skillGroupNumber=-1, skillGroupID=-1, skillGroupPriority=0, agentstate=TALKING, eventReasonCode=0, MRDid=1, numTasks=0, agentMode=0, maxTaskLimit=0, ICMAgentID=0, agentAvailabilityStatus=1, numFltSkillGroups=0, CTIClientSignature=null, agentID=Agent1, agentExtension=1089, agentInstrument=null, agentID_Long=Agent1, duration=-1, nextAgentState=3 to various sockets }
    CALL_ESTABLISHED between caller and Agent
    989467: Nov 22 14:22:50.671 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_ESTABLISHED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, ConnectionCallID: 18810809, lineHandle: 65535, lineType: 3, serviceNumber: -1, serviceID: -1, skillGroupNumber: 1, skillGroupID: -1, skillGroupPriority: 0, answeringDeviceType: 76, callingDeviceType: 0, calledDeviceType: 76, lastRedirectDeviceType: 65535, localConnectionState: 3, eventCause: 22, monitoredDeviceDN: 1089, answeringDeviceID: 1089, calledDeviceID: 1089, callingDeviceID: 1075, lastRedirectDeviceID: null to various sockets }
    Dequeue event passed to ACMI clients
    989470: Nov 22 14:22:50.671 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_DEQUEUED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 65535, ConnectionCallID: 18810809, serviceNumber: -1, serviceID: -1, queueDeviceType: 0, numQueued: 0, numSkillGroups: 0, localConnectionState: 3, eventCause: 65535, connectionDeviceID: , queueDeviceID: , skillGroupNumber: -1, skillGroupID: -1, skillGroupPriority: 0 to various sockets }
    Consult call cleared event to ACMI clients
    989472: Nov 22 14:22:50.671 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_CONNECTION_CLEARED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, connectionCallID: 18810809, releasingDeviceType: 73, localConnectionState: 65535, eventCause: 28, monitoredDeviceDN: 5683, releasingDeviceID: 5683 to various sockets }
    AppFW posts Contact Connected for Agent
    989498: Nov 22 14:22:50.671 GMT+530 %MIVR-SS_CM-7-UNK:ICDContactAdapter 75 : ContactConnected received for App FW contact 75, iefSourceContact is 18810809 [2033593/1] (51)
    Script goes to End step and terminates
    989503: Nov 22 14:22:50.671 GMT+530 %MIVR-ENG-7-UNK:Execute step of Task 50000000082 : End
    Agent talks to the caller for some time and then decides to disconnect the call. He presses Drop button on CAD which triggers drop request from CAD to CCX
    989547: Nov 22 14:22:53.968 GMT+530 %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket[addr=10.76.253.117,port=3825,localport=42027] Msg is {length=28 type=CLEAR_CONNECTION_REQ,invokeId=2579, peripheralId:1, connectionCallId:18810809, connectionDeviceIdType: 0, connectionDeviceId: 1089, agentInstrument: 1089 }
    CRS drops the call and gets Dropped event
    989555: Nov 22 14:22:53.983 GMT+530 %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnDroppedEv received for call 18810809 [2033593/1] and agent Agent1
    Call is removed
    989560: Nov 22 14:22:53.983 GMT+530 %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallInvalidEv received for call:18810809 [2033593/1]
    AppFW terminates its AppFW contact
    989585: Nov 22 14:22:53.983 GMT+530 %MIVR-SS_CM-7-UNK:ICDContactAdapter 76 : ContactTerminated received for App FW contact 76, iefSourceContact is 18810809 [2033593/1] (51)
    Confirmation for Drop request from CAD
    989588: Nov 22 14:22:53.983 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CLEAR_CONNECTION_CONF,invokeId=2579 to socket: Socket[addr=10.76.253.117,port=3825,localport=42027] }
    RmCm posts Resource disconnected for Agent
    989591: Nov 22 14:22:53.983 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactRsrcDisconnectedEvent Resource Rsrc Name: Agent1 ID:Agent1 IAQ Extn:1089 contact type IAQ session 52000000074 session seq num 0
    RmCm posts Contact Disconnected for the whole call, RmCm Contact is removed from the system
    989597: Nov 22 14:22:53.983 GMT+530 %MIVR-SS_CM-7-UNK: IEF Contact ID: [2033593/1] 18810809 ContactEventsGenerator: Posting the ContactDisconnectedEvent contact type IAQ, session 52000000074, session seq num 0, rejReason 2, abortReason null
    Agent goes from Talking to Work mode (In this case Auto work was enabled, If not he will go to Ready)
    989653: Nov 22 14:22:53.983 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=AGENT_STATE_EVENT, monitorID=0, peripheralID=1, sessionID=0, peripheralType=21, skillGroupState=5, stateDuration=0, skillGroupNumber=-1, skillGroupID=-1, skillGroupPriority=0, agentstate=WORK_NOT_READY, eventReasonCode=0, MRDid=1, numTasks=0, agentMode=0, maxTaskLimit=0, ICMAgentID=0, agentAvailabilityStatus=1, numFltSkillGroups=0, CTIClientSignature=null, agentID=Agent1, agentExtension=1089, agentInstrument=null, agentID_Long=Agent1, duration=-1, nextAgentState=-1 to various sockets }
    Call leg between Agent and caller cleared
    989657: Nov 22 14:22:53.983 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_CONNECTION_CLEARED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, connectionCallID: 18810809, releasingDeviceType: 76, localConnectionState: 65535, eventCause: 65535, monitoredDeviceDN: 1089, releasingDeviceID: 1089 to various sockets }
    As this was the only leg of the whole call, the call is also cleared
    989661: Nov 22 14:22:53.983 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CALL_CLEARED_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, ConnectionCallID: 18810809, localConnectionState: 0, eventCause: 1014, connectionDeviceID: 1075 to various sockets }
    Agent comes out of Work mode, back to Ready state
    989755: Nov 22 14:22:58.983 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=AGENT_STATE_EVENT, monitorID=0, peripheralID=1, sessionID=0, peripheralType=21, skillGroupState=3, stateDuration=0, skillGroupNumber=-1, skillGroupID=-1, skillGroupPriority=0, agentstate=AVAILABLE, eventReasonCode=0, MRDid=1, numTasks=0, agentMode=0, maxTaskLimit=0, ICMAgentID=0, agentAvailabilityStatus=1, numFltSkillGroups=0, CTIClientSignature=null, agentID=Agent1, agentExtension=1089, agentInstrument=null, agentID_Long=Agent1, duration=-1, nextAgentState=-1 to various sockets }
    END_CALL has to be posted to ACMI to mark the end of the call which began with BEGIN_CALL event
    989775: Nov 22 14:22:58.983 GMT+530 %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=END_CALL_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, connectionDeviceIDType: 0, connectionCallID: 18810809, connectionDeviceID: to various sockets }

Release Release 7.0(1) onwards
Associated CDETS # NA

Rating: 5.0/5 (2 votes cast)

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