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Cisco Unified Intelligent Contact Management Hosted

Field Notice: FN - 62582 - Computer Telephony Integration - CTIAgent Out of Order Event Issues


Revised November 10, 2006

November 6, 2006

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.


Products Affected

Products Affected

Intelligent Contact Manager (ICM) Enterprise - 5.x, 6.x

Intelligent Contact Manager (ICM) Hosted - 5.x, 6.x

Problem Description

Out-of-order event issues caused by Open Peripheral Controller (OPC) key CTIAgentEventFlushTimeoutInMilliSeconds having a default value of 500ms.

Background

OPC key CTIAgentEventFlushTimeoutInMilliSeconds has a default value of 500 ms in ICM 5.x and ICM 6.x versions. In ICM 7.x, it has a default of zero, which is the recommended default. This key did not exist in ICM 4.6.2, but was introduced in ICM 5.x to buffer agent events and then send them out at once to improve performance. The buffering changes event sequences and often causes out-of-order events.

Problem Symptoms

Various out-of-order events may result. One example of an event out of order caused by this buffering is:

After Client login, we receive BEGIN_CALL_EVENT without any event telling the desktop the agent's state. The AGENT_STATE_EVENT/not_ready/available events incorrectly come in after the BEGIN_CALL_EVENT.

Workaround/Solution

The resolution to this issue is to set the default value of CTIAgentEventFlushTimeoutInMilliSeconds to zero.

Check the value of the registry entry CTIAgentEventFlushTimeoutInMilliSeconds under HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\\PG1A\PG\CurrentVersion\OPC\OPIData.

The value should be 0.

Revision History

Revision

Date

Comment

1.1

10-NOV-2006

Modified title

1.0

06-NOV-2006

Initial Public Release

For More Information

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