User Notifications: A user does not receive User Notifications when there is a change to the user object.

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Latest revision as of 20:33, 10 January 2013

 A user does not receive User Notifications when there is a change to the user object

Problem Summary For a given class of resource, the Cisco Finesse Web Service sends resource notifications to clients that are subscribed to that resource. For example, a client that is subscribed to User Notifications should receive a notification when an agent signs in or signs out of the Finesse Desktop, when agent information changes, or when an agent's state changes. If the user does not recieve notifications, some troubleshooting may be required.
Error Message None.
Possible Cause Not applicable. 
Recommended Action

To troubleshoot user notifications, check through the desktop logs for the existence of the correct log statements.

For example, if a user is subscribed to User notifications and does not receive notifications when the user object changes, look through the desktop logs  for the following:

  • XMPP_USER_CONNECTED: %[XMPP_USER_JID=xmpprootowner@<domain>/web_framework][connection_status=A new connection has been made.][xmpp_host=localhost][xmpp_port=5222]: The XMPP user is connected and authenticated with the XMPP server   

(This statement indicates a successful connection to the Cisco Finesse Notification Service)


  • CREATE_NODE_SUCCEEDED: %[NodeId=/finesse/api/User/1000025]: Successfully created a node with given Id  

 (This statement indicates that  a node was created successfully for this specific user)


  • XMPP_PUBLISH_EVENT: %[ENTITY_ID=/finesse/api/User/100025][Payload=

<Notification>
  <data>
    <User>
      <extension>1014</extension>
      <firstName>agent1</firstName>
      <lastName>agent1</lastName>
      <state>NOT_READY</state>
      <uri>/finesse/api/User/100025</uri>
    </User> 
   </data>
   <event>PUT</event>
   <source>/finesse/api/User/100025</source>
</Notification>][event_identifier=PUT]: Events published to clients through XMPP server

(Indicates a successful publish notification)

To retrieve the desktop logs, run the CLI command "file get activelog desktop recurs compress".

Release Release 8.5(3), Release 9.0(1), Release 9.1(1)
Associated CDETS # None



 

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