Use integrated agent "goofy" for this scenario. (Do not log in yet)
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
Understand how a mail goes through the Integrated Routing Engine.
Standalone Routing Engine
Once an email activity enters the 4000/4100 state, it is routed to an agent within a few seconds.
Integrated Routing Engine - EAAS to MR PIM
The External Agent Assignment Service (EAAS) then picks up the activity in activity_status/activity_sub_status 4000/4100, sets activity_sub_status to 4105, and processes the task through a UCCE Routing Script via a NEW_TASK message sent to the MR PIM.
12:42:34:878 pg2A-pim2 Trace: [ 4900]Application->PG: Message = NEW_TASK; Length = 102 bytes DialogueID = (1) Hex 00000001 SendSeqNo = (1) Hex 00000001 MRDomainID = (5003) Hex 0000138b PreviousTask = -1:-1:-1 PreferredAgent = Undefined Service = (0) Hex 00000000 CiscoReserved = (0) Hex 00000000 ScriptSelector: 8000 ECC Variable Name: user.cim.activity.id Value: 1178
The activity_sub_status remains 4105 ("Ready for Unified CCE routing") while the task is queued.
Login and go "ready for other channels."
Your integrated agent should receive the email sent in the previous scenario.
Once UCCE determines an agent is available for the task, MR PIM returns a DO_THIS_WITH_TASK message to EAAS with routing instructions.
12:42:35:722 pg2A-pim2 Trace: [ 5356]PG->Application: Message = DO_THIS_WITH_TASK; Length = 121 bytes DialogueID = (1) Hex 00000001 SendSeqNo = (1) Hex 00000001 IcmTaskID = 149884:201: 1 SkillGroup = (5036) Hex 000013ac Service = Undefined Agent = (5005) Hex 0000138d AgentInfo: 1002 Label: ApplicationString2: Call Variable 1: Call Variable 2: Call Variable 3: Call Variable 4: Call Variable 5: Call Variable 6: Call Variable 7: Call Variable 8: Call Variable 9: Call Variable 10: ECC Variable Name: user.cim.activity.id Value: 1178
Note the DialogueID in the above messages. This field can be used to correlate messages MR PIM logs, and is particularly useful for those that do not show the user.cim.activity.id ECC variable.
- Assume we find a NEW_TASK_FAILURE_EVENT in the MR PIM logs:
01:07:52 pg5A-pim1 Trace: PG->Application: Message = NEW_TASK_FAILURE_EVENT; Length = 12 bytes DialogueID = (683) Hex 000002ab SendSeqNo = (1) Hex 00000001 ReasonCode = (209) Hex 000000d1
- This can be linked to the original NEW_TASK with the DialogueID:
12:11:32 pg5A-pim1 Trace: Application->PG: Message = NEW_TASK; Length = 73 bytes DialogueID = (683) Hex 000002ab ...etc
- Note that the DialogueID can also be used to link the DO_THIS_WITH_TASK:
12:11:32 pg5A-pim1 Trace: PG->Application: Message = DO_THIS_WITH_TASK; Length = 63 bytes DialogueID = (683) Hex 000002ab ...etc
Listener to CTI Server
When a ready agent is offered the task, the activity appears as a bold line in the Main Inbox. The activity_status is 5000 and activity_sub_status is 5100 ("New").
The task is not "started" until the agent clicks the activity in their Main Inbox and it changes from bold to regular text. The activity_status is 5000 and activity_sub_status is 5900 ("In Progress").
Once the agent types a response and completes the activity, the activity_status changes to 9000 and activity_sub_status to 9100 ("Done").
- Log in to the UI as an agent
- Click "Search"
- Select Object Type > Activity
- Enter activity_id in the value box, press enter
- Click Start Search
- Integrated email routing is handled through the EAAS-MRPIM connection.
- EAAS sends a NEW_TASK to MR_PIM which is processed through a UCCE routing script.
- MR PIM returns a DO_THIS_WITH_TASK message to EAAS with routing instructions.
- Listener-CTI Server connection updates task status and agent availability