NIPTA Email

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Contents

Scenario Setup

UCCE

  1. Change Wait nodes in UCCE EIM script to be 15 seconds
  2. In Config Manager, add nIPTA agent to nIPTA skill groups

Agent PC

  1. Log IPTA agent out.
  2. Log in as nIPTA agent "minnie"
  3. Send new email to EIM alias.

Throughout the life of the mail, use the below query to follow the activity: 

select top(10) egpl_routing_queue.queue_name, * from egpl_casemgmt_activity LEFT OUTER JOIN egpl_routing_queue on egpl_casemgmt_activity.queue_id = egpl_routing_queue.queue_id order by activity_id desc

Problem Statement

Understand how nIPTA email messages are routed.

Why can't the nIPTA agent log in?

Login attempts for the nIPTA agent result in a failure pop-up.

MinnieFail1.png


The Application Server logs confirm that the agent is enabled and not deleted, but report some sort of USER_LOGIN_PARAMS exception. 

2011-08-29 12:21:33.794 GMT-0400 <@> INFO <@> [278:ajp-eimApp.eim.lab%2F14.104.48.16-15006-1] <@> ProcessId:2336 <@> PID:1 <@> UID:-1 <@> HttpSessionId:B9183C9F13C0EEDAD00885129A54B9CB <@> com.egain.platform.user.authenticate.AuthenticateUser <@> authenticate() <@> thirdPartyControlAgent ->   true <@> 
2011-08-29 12:21:33.794 GMT-0400 <@> INFO <@> [278:ajp-eimApp.eim.lab%2F14.104.48.16-15006-1] <@> ProcessId:2336 <@> PID:1 <@> UID:-1 <@> HttpSessionId:B9183C9F13C0EEDAD00885129A54B9CB <@> com.cisco.ipcc.IPCCAgentHook <@> agentAuthentication() <@> loginName  minnie <@> 
2011-08-29 12:21:33.794 GMT-0400 <@> INFO <@> [278:ajp-eimApp.eim.lab%2F14.104.48.16-15006-1] <@> ProcessId:2336 <@> PID:1 <@> UID:-1 <@> HttpSessionId:B9183C9F13C0EEDAD00885129A54B9CB <@> com.cisco.ipcc.IPCCAgentHook <@> agentAuthentication() <@> skillTargetID  5020 <@> 
2011-08-29 12:21:33.794 GMT-0400 <@> INFO <@> [278:ajp-eimApp.eim.lab%2F14.104.48.16-15006-1] <@> ProcessId:2336 <@> PID:1 <@> UID:-1 <@> HttpSessionId:B9183C9F13C0EEDAD00885129A54B9CB <@> com.cisco.ipcc.IPCCAgentHook <@> agentAuthentication() <@> peripheralID  5000 <@> 
2011-08-29 12:21:33.794 GMT-0400 <@> INFO <@> [278:ajp-eimApp.eim.lab%2F14.104.48.16-15006-1] <@> ProcessId:2336 <@> PID:1 <@> UID:-1 <@> HttpSessionId:B9183C9F13C0EEDAD00885129A54B9CB <@> com.cisco.ipcc.IPCCAgentHook <@> agentAuthentication() <@> loginEnabled  Y <@> 
2011-08-29 12:21:33.794 GMT-0400 <@> INFO <@> [278:ajp-eimApp.eim.lab%2F14.104.48.16-15006-1] <@> ProcessId:2336 <@> PID:1 <@> UID:-1 <@> HttpSessionId:B9183C9F13C0EEDAD00885129A54B9CB <@> com.cisco.ipcc.IPCCAgentHook <@> agentAuthentication() <@> personDeleted  N <@> 
2011-08-29 12:21:33.794 GMT-0400 <@> INFO <@> [278:ajp-eimApp.eim.lab%2F14.104.48.16-15006-1] <@> ProcessId:2336 <@> PID:1 <@> UID:-1 <@> HttpSessionId:B9183C9F13C0EEDAD00885129A54B9CB <@> com.cisco.ipcc.IPCCAgentHook <@> agentAuthentication() <@> agentDeleted  N <@> 
2011-08-29 12:21:33.840 GMT-0400 <@> ERROR <@> [278:ajp-eimApp.eim.lab%2F14.104.48.16-15006-1] <@> ProcessId:2336 <@> PID:1 <@> UID:-1 <@> HttpSessionId:B9183C9F13C0EEDAD00885129A54B9CB <@> com.egain.platform.user.authenticate.AuthenticateUser <@> authenticate() <@> EGICM_ERROR-USER_LOGIN_PARAMS :: EGICM_ERROR-USER_LOGIN_PARAMS <@> 
com.egain.platform.common.exception.PlatformException: EGICM_ERROR-USER_LOGIN_PARAMS :: EGICM_ERROR-USER_LOGIN_PARAMS

Where are nIPTA agents configured?

nIPTA agents are created in ICM and associated with a user in EIM/WIM, but they are not added to nIPTA skill groups in ICM. In this case, we can see that our agent was incorrectly skilled in ICM Agent Explorer:

MinnieFail2.png Arrow.png MinnieFail3.png


nIPTA agents are instead associated with a User Group in EIM/WIM's Administration Console > Users section:

MinnieFail4.png


Arrow2.png


MinnieFail5.png


Once your agent is correctly skilled, they should be able to log in to the agent console.

nIPTA Email

Watch the email enter the ICM script editor and wait in queue. Once the wait time expires, the task will fail to a label that consists of LBL_<nIPTA_SG_Enterprise_Name>.

IcmRoutingScriptnIPTA.png


EAAS will match the label to a nIPTA queue... 

2011-05-12 10:12:30.880 GMT-0400 <@> DEBUG <@> [2923:pool-4-thread-1] <@> ProcessId:5584 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> processDoThisWithTaskForChatAndEmail <@> icmAgentId : -1, label : LBL_CUCM_PIM.EIM_INBOUND.NIPTA, newTaskMsg.getMRDomainID() : 5003 <@> 
2011-05-12 10:12:30.880 GMT-0400 <@> DEBUG <@> [2923:pool-4-thread-1] <@> ProcessId:5584 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> triggerNonIPTARoutingEmail <@> Processing NIPTA DO_THIS_WITH_TASK for Chat/Email. activityId:1176 label:LBL_CUCM_PIM.EIM_INBOUND.NIPTA <@> 
2011-05-12 10:12:30.880 GMT-0400 <@> DEBUG <@> [2923:pool-4-thread-1] <@> ProcessId:5584 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> validateLabel <@> Inside validateLabel <@> 
2011-05-12 10:12:30.880 GMT-0400 <@> DEBUG <@> [2923:pool-4-thread-1] <@> ProcessId:5584 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> processDoThisWithTaskForChatAndEmail <@> Creating message for DO_THIS_WITH_TASK object NIPTA asignment, activityId:1176 skillgroup:CUCM_PIM.EIM_INBOUND.NIPTA <@> 
2011-05-12 10:12:30.880 GMT-0400 <@> DEBUG <@> [2923:pool-4-thread-1] <@> ProcessId:5584 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> publishNIPTARoutingMessage <@> Inside publishNIPTARoutingMessage <@> 
2011-05-12 10:12:30.880 GMT-0400 <@> DEBUG <@> [2923:pool-4-thread-1] <@> ProcessId:5584 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.CentralizedActivityStore <@>  <@> Inside removeActivityData. EAASInstanceId=1008 <@> 
2011-05-12 10:12:30.880 GMT-0400 <@> DEBUG <@> [2923:pool-4-thread-1] <@> ProcessId:5584 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> ProcessDoThisWithTask <@> processDoThisWithTask -> Processed DO_THIS_WITH_TASK. Returning SimpleDataObject. activityId =1176script Selector =[B@143f634 <@> 

2011-05-12 10:12:31.661 GMT-0400 <@> INFO <@> [2923:pool-4-thread-1] <@> ProcessId:5584 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.ResponseExecutorCmd <@>  <@> DO_THIS_WITH_TASK Processing complete. in EAAS  EAASinstanceId=1008 processed message:customer_home = null
activity_sub_type = 1 : Type = java.lang.Integer
do_this_with_task_type = 1 : Type = java.lang.Integer
skill_group_enterprise_name = CUCM_PIM.EIM_INBOUND.NIPTA : Type = java.lang.String
new_task = com.cisco.ipcc.mr.message.NewTaskMsg@d8d3a5 : Type = com.cisco.ipcc.mr.message.NewTaskMsg
activity_id = 1176 : Type = java.lang.Long
do_this_with_task = com.cisco.ipcc.mr.message.DoThisWithTaskMsg@12f36b2 : Type = com.cisco.ipcc.mr.message.DoThisWithTaskMsg

...Activity_Status will be 4000 and Activity_Sub_Status will change to 4107 ("Listener picks nIPTA agent")...

Nipta4107.png


...and the email will be routed to the available nIPTA agent.

NiptaMail2.png


Audit Trail

NiptaAudit.png


Call Flow

Note the differences from the IPTA diagram:

  1. No OFFER_TASK with nIPTA
  2. START_APPLICATION_TASK_REQ/START_APPLICATION_TASK_RESP with nIPTA compared to START_TASK_IND/START_TASK_EVENT with IPTA

CFT-nIPTA.png

Resolution

  • nIPTA routing should only be triggered when IPTA routing fails.
  • EIM matches the LBL_ sent from UCCE and sends the task to the corresponding queue.
  • EIM then becomes the routing engine.

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