Troubleshooting and Testing (Release 4.6)

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Updated:August 3, 2007

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Troubleshooting and Testing

CiscoDateTime.log

Another Session Is Open

Hostname Incorrect

Port Number Is Incorrect

Peripheral Problems

Peripheral ID Is Incorrect

Peripheral Is Offline

Agent Identification Problem

Transfer Problems

No Call to Transfer

Agent Not Ready for Transfer

Agent Not Ready to Make Call

Troubleshooting and Testing

This chapter discusses problems that might be encountered and how to deal with them. It does this by presenting the logs for examples where errors have been purposely introduced. Such examples not only provide a mechanism for recognizing and resolving problems, they also provide a means for testing your system.

This chapter presents information on:

•CiscoDateTime.log

•Sessions

•Hosts

•Ports

•Peripherals

•Agent identification

•Transfers

•Make Calls

CiscoDateTime.log

The Cisco CTI Driver for Siebel uses the Cisco CTITrace facility to log to the Desktop Control Server file named CiscoDateTime.log. This log is written to the System32 directory.

The chain of getting messages into the log file is:

CTI Server > CTIClient > DCS > Cisco CTI Driver for Siebel

Responses occur in the opposite direction.

The following examples consist of complete or partial log file listings, with occasional remarks inserted. The remarks are in italics to distinguish them from the log listing. The more important lines of the log listing are in boldface so that they stand out.

Another Session Is Open

The following log reflects the situation where an attempt is made to start a session when a session already exists. Note that the log begins, as it always does, by listing the information that is available to the CTI system. If a problem occurs, it is often a good first step to check this information and make sure that it is accurate.

In this listing, the error message is so specific that no comment is necessary.

10/05/99 15:18:30.357    391          **     --TraceObject.Constructor[Unk: 3]--

10/05/99 15:18:30.357    391          INFO   Module path........... 
[C:\SIEBEL~1\CTICLI~1.DLL]

10/05/99 15:18:30.357    391          INFO   Trace Mask ............ [0014FD44h]

10/05/99 15:18:30.357    391          INFO   Peripheral ID Side A .. [5]

10/05/99 15:18:30.357    391          INFO   Hostname Side A........ [38.208.232.114]

10/05/99 15:18:30.357    391          INFO   Port Side A.............[42027]

10/05/99 15:18:30.357    391          INFO   Peripheral ID Side B ...[5]

10/05/99 15:18:30.357    391          INFO   Hostname Side B.........[38.208.232.114]

10/05/99 15:18:30.357    391          INFO   Port Side B.............[43027]

10/05/99 15:18:30.357    391          INFO   Expected CTI Clients....[500]

10/05/99 15:18:30.357    391          INFO   Heartbeat Interval .... [-1]

10/05/99 15:18:30.357    391          INFO   Queue Size .............[32]

10/05/99 15:18:30.357    391          INFO   Pool Size ..............[64]

10/05/99 15:18:30.367    391 INFO     SOCKET TransportRegister::WSA startup

10/05/99 15:18:30.367    391 INFO     SOCKET TransportRegister::winsock 1.1 sucessfully 
loaded

10/05/99 15:18:30.367    391 INFO     INFO   OpenSessionEx::opening session at Preferred 
Side A

10/05/99 15:18:30.387    391          INFO   AttemptConnect::attempting to connect to Side 
A, IP 38.208.232.114, port 42027

10/05/99 15:18:30.387    391 WARNING  DCS_INFO QuerySkillGroupStatistics not supported in 
this protocol version

10/05/99 15:18:30.568    391          INFO   HandleConnEvent::connection established to 
Side A

10/05/99 15:18:30.568    391 INFO     CTI    OPEN_REQ (3) sent to CTI Server with invokeid 
12

10/05/99 15:18:30.778    391 INFO     CTI    FAILURE_CONF (1) received from CTI Server

10/05/99 15:18:30.778    391 SEVERE   CTI    HandleFailureConf:: FailureCode 1

10/05/99 15:18:30.778    391 INFO     SOCKET closing sock 148

10/05/99 15:18:30.778    391 INFO     INFO   OnOpenSession::processing IDC_OPENSESSION, 
side 1

10/05/99 15:18:30.778    391          INFO   AttemptConnect::attempting to connect to Side 
B, IP 38.208.232.114, port 43027

10/05/99 15:18:32.781    391 SEVERE   SOCKET HandleConnEvent::connect() failure, errno 
10061, CG Side B

10/05/99 15:18:32.781    391 SEVERE   SOCKET posting message IDC_SIDE_OFFLINE

10/05/99 15:18:32.791    391 INFO     INFO   increasing retry level from 0

10/05/99 15:18:32.791    391 SEVERE   SOCKET TransportClose::shutdown() failure, errno 
10057, CG Side B

10/05/99 15:18:32.791    391 INFO     INFO   OnOpenSession::processing IDC_OPENSESSION, 
side 0

10/05/99 15:18:32.791    391          INFO   AttemptConnect::attempting to connect to Side 
A, IP 38.208.232.114, port 42027

10/05/99 15:18:32.981    391          INFO   HandleConnEvent::connection established to 
Side A

10/05/99 15:18:32.991    391 INFO     CTI    OPEN_REQ (3) sent to CTI Server with invokeid 
13

10/05/99 15:18:33.201    391 INFO     CTI    FAILURE_CONF (1) received from CTI Server

10/05/99 15:18:33.201    391 SEVERE   CTI    HandleFailureConf:: FailureCode 10

10/05/99 15:18:33.201    391 INFO     CTI    Firing CTI Event 2004 (OPEN_REQ failed

10/05/99 15:18:33.201    391 INFO     CTICLIENT_EVENT 2004 (OPEN_REQ failed

) received from CTIClient

10/05/99 15:18:33.201    391 INFO     CTICLIENT_EVENT 31 (SYSTEM_EVENT) received from 
CTIClient

10/05/99 15:18:33.201    391 INFO     CTICLIENT_EVENT eventid 4512682

10/05/99 15:18:33.201    391 INFO     DCS_INFO firing SystemStatusChange: 101

10/05/99 15:18:33.201    391 INFO     DCS_INFO firing SystemStatusChange: 101

10/05/99 15:18:33.332    391 CRITICAL CTI    Not restarting CTI Session because other 
session active

10/05/99 15:18:36.596    391          **     --TraceObject.Destructor[Unk: 3]--

Hostname Incorrect

In the following example, the address for the host on Side A has been set incorrectly. (This parameter is discussed in the "Configuration of Cisco CTI Driver for Siebel" section.) Normally, if Side A is inaccessible for any reason, the system would fail-over to Side B. However, for the purposes of illustration, Side B was put offline for this example.

Note that although this represents a case where the Side A address is incorrect, the same result would occur if Side A were offline or did not exist.

10/05/99 11:59:14.856    370          **     --TraceObject.Constructor[Unk: 2]--

           (Executable: C:\SIEBEL~1\GEODCS.EXE)

10/05/99 11:59:14.856    370          DCS_INFO Connect parameters:

10/05/99 11:59:14.856    370          DCS_INFO 						Extension: 23816, AgentID: 23837, Device: 
23816

10/05/99 11:59:14.876    370          DCS_INFO 						NumSkillGroups: 1

10/05/99 11:59:14.876    370          DCS_INFO 							Skill: 5000

10/05/99 11:59:14.876    370          DCS_INFO 							Skill Name: service

10/05/99 11:59:14.876    370          DCS_INFO 							Priority: 0

10/05/99 11:59:14.886    370          **     --TraceObject.Constructor[Unk: 3]--

10/05/99 11:59:14.886    370          INFO   Module path ........... 
[C:\SIEBEL~1\CTICLI~1.DLL]

10/05/99 11:59:14.886    370          INFO   Trace Mask ............ [0015313Ch]

10/05/99 11:59:14.886    370          INFO   Peripheral ID Side A .. [5000]

10/05/99 11:59:14.896    370          INFO   Hostname Side A........ [38.208.232.111]

Although not readily apparent, the above address for Side A is incorrect.

10/05/99 11:59:14.896    370          INFO   Port Side A.............[42027]

10/05/99 11:59:14.896    370          INFO   Peripheral ID Side B ...[5000]

10/05/99 11:59:14.896    370          INFO   Hostname Side B.........[localhost]

10/05/99 11:59:14.896    370          INFO   Port Side B.............[43027]

10/05/99 11:59:14.896    370          INFO   Expected CTI Clients....[500]

10/05/99 11:59:14.896    370          INFO   Heartbeat Interval .... [-1]

10/05/99 11:59:14.896    370          INFO   Queue Size .............[32]

10/05/99 11:59:14.896    370          INFO   Pool Size ..............[64]

10/05/99 11:59:14.896    370 INFO     SOCKET TransportRegister::WSA startup

10/05/99 11:59:14.896    370 INFO     SOCKET TransportRegister::winsock 1.1 sucessfully 
loaded

10/05/99 11:59:14.896    370 INFO     INFO   OpenSessionEx::opening session at Preferred 
Side A

10/05/99 11:59:19.603    370 CRITICAL SOCKET TransportOpen::gethostbyname (or addr) 
(38.208.232.111) failure, errno 11004, CG Side A

10/05/99 11:59:19.603    370 INFO     INFO   OpenSessionEx::opening session at Idle Side B

10/05/99 11:59:19.613    370          INFO   AttemptConnect::attempting to connect to Side 
B, IP 127.0.0.1, port 43027

10/05/99 11:59:19.613    370 WARNING  DCS_INFO QuerySkillGroupStatistics not supported in 
this protocol version

The above warning is simply notifying you that the CTI Server being used does not support the named inquiry.

10/05/99 11:59:21.025    370 SEVERE   SOCKET HandleConnEvent::connect() failure, errno 
10061, CG Side B

10/05/99 11:59:21.025    370 SEVERE   SOCKET posting message IDC_SIDE_OFFLINE

Remember that Side B was purposely put offline.

10/05/99 11:59:21.035    370 INFO     INFO   increasing retry level from 0

10/05/99 11:59:21.035    370 SEVERE   SOCKET TransportClose::shutdown() failure, errno 
10057, CG Side B

10/05/99 11:59:21.035    370 INFO     INFO   OnOpenSession::processing IDC_OPENSESSION, 
side 0

10/05/99 11:59:25.541    370 CRITICAL SOCKET TransportOpen::gethostbyname (or addr) 
(38.208.232.111) failure, errno 11004, CG Side A

Finding that Side B does not respond, the system tries Side A again, but since the address is still incorrect, it fails again.

10/05/99 11:59:25.541    370 CRITICAL SOCKET OnOpenSession:: tried connecting to other 
side but failed

Port Number Is Incorrect

This example is similar to the preceding, only this time the Side A port number has been set incorrectly. (This parameter is discussed in the "Configuration of Cisco CTI Driver for Siebel" section.) Normally, if Side A is inaccessible for any reason, the system would fail-over to Side B. However, for the purposes of illustration, Side B was put offline for this example.

10/05/99 12:55:07.847    311          **     --TraceObject.Constructor[Unk: 2]--

           (Executable: C:\SIEBEL~1\GEODCS.EXE)

10/05/99 12:55:07.847    311          DCS_INFO Connect parameters:

10/05/99 12:55:07.847    311          DCS_INFO 						Extension: 23816, AgentID: 23837, Device: 
23816

10/05/99 12:55:08.088    311          DCS_INFO 						NumSkillGroups: 1

10/05/99 12:55:08.088    311          DCS_INFO 							Skill: 5000

10/05/99 12:55:08.088    311          DCS_INFO 							Skill Name: service

10/05/99 12:55:08.088    311          DCS_INFO 							Priority: 0

10/05/99 12:55:08.148    311          **     --TraceObject.Constructor[Unk: 3]--

10/05/99 12:55:08.148    311          INFO   Module path ........... 
[C:\SIEBEL~1\CTICLI~1.DLL]

10/05/99 12:55:08.148    311          INFO   Trace Mask ............ [00152E54h]

10/05/99 12:55:08.148    311          INFO   Peripheral ID Side A .. [5000]

10/05/99 12:55:08.148    311          INFO   Hostname Side A........ [38.208.232.241]

10/05/99 12:55:08.148    311          INFO   Port Side A.............[12314]

Although not readily apparent, the above port number for Side A is incorrect.

10/05/99 12:55:08.148    311          INFO   Peripheral ID Side B ...[5000]

10/05/99 12:55:08.148    311          INFO   Hostname Side B.........[38.208.232.241]

10/05/99 12:55:08.158    311          INFO   Port Side B.............[43027]

10/05/99 12:55:08.158    311          INFO   Expected CTI Clients....[500]

10/05/99 12:55:08.158    311          INFO   Heartbeat Interval .... [-1]

10/05/99 12:55:08.158    311          INFO   Queue Size .............[32]

10/05/99 12:55:08.158    311          INFO   Pool Size ..............[64]

10/05/99 12:55:08.158    311 INFO     SOCKET TransportRegister::WSA startup

10/05/99 12:55:08.158    311 INFO     SOCKET TransportRegister::winsock 1.1 sucessfully 
loaded

10/05/99 12:55:08.158    311 INFO     INFO   OpenSessionEx::opening session at Preferred 
Side A

10/05/99 12:55:08.178    311          INFO   AttemptConnect::attempting to connect to Side 
A, IP 38.208.232.241, port 12314

10/05/99 12:55:08.178    311 WARNING  DCS_INFO QuerySkillGroupStatistics not supported in 
this protocol version

10/05/99 12:55:10.231    311 SEVERE   SOCKET HandleConnEvent::connect() failure, errno 
10061, CG Side A

10/05/99 12:55:10.231    311 SEVERE   SOCKET posting message IDC_SIDE_OFFLINE

10/05/99 12:55:10.241    311 INFO     INFO   increasing retry level from 0

10/05/99 12:55:10.241    311 SEVERE   SOCKET TransportClose::shutdown() failure, errno 
10057, CG Side A

10/05/99 12:55:10.241    311 INFO     INFO   OnOpenSession::processing IDC_OPENSESSION, 
side 1

10/05/99 12:55:10.702    311          INFO   AttemptConnect::attempting to connect to Side 
B, IP 38.208.232.241, port 43027

The following attempt to connect to Side B will of course fail because Side B is offline.

10/05/99 12:55:12.855    311 SEVERE   SOCKET HandleConnEvent::connect() failure, errno 
10061, CG Side B

10/05/99 12:55:12.855    311 SEVERE   SOCKET posting message IDC_SIDE_OFFLINE

Peripheral Problems

Two examples are presented here. In the first, the Peripheral ID is wrong. In the second, the Peripheral is offline.

Peripheral ID Is Incorrect

In this example the Peripheral ID has been set incorrectly. (This parameter is discussed in the "Configuration of Cisco CTI Driver for Siebel" section.) The error message is so specific that no comment is necessary.

10/05/99 13:04:47.321    373          **     --TraceObject.Constructor[Unk: 2]--

           (Executable: C:\SIEBEL~1\GEODCS.EXE)

10/05/99 13:04:47.321    373          DCS_INFO Connect parameters:

10/05/99 13:04:47.321    373          DCS_INFO 						Extension: 23816, AgentID: 23837, Device: 
23816

10/05/99 13:04:47.341    373          DCS_INFO 						NumSkillGroups: 1

10/05/99 13:04:47.341    373          DCS_INFO 							Skill: 5000

10/05/99 13:04:47.341    373          DCS_INFO 							Skill Name: service

10/05/99 13:04:47.341    373          DCS_INFO 							Priority: 0

10/05/99 13:04:47.371    373          **     --TraceObject.Constructor[Unk: 3]--

10/05/99 13:04:47.371    373          INFO   Module path ........... 
[C:\SIEBEL~1\CTICLI~1.DLL]

10/05/99 13:04:47.371    373          INFO   Trace Mask ............ [00152E54h]

10/05/99 13:04:47.371    373          INFO   Peripheral ID Side A .. [5]

10/05/99 13:04:47.371    373          INFO   Hostname Side A........ [38.208.232.241]

10/05/99 13:04:47.371    373          INFO   Port Side A.............[42027]

10/05/99 13:04:47.371    373          INFO   Peripheral ID Side B ...[5]

10/05/99 13:04:47.371    373          INFO   Hostname Side B.........[38.208.232.241]

10/05/99 13:04:47.381    373          INFO   Port Side B.............[43027]

10/05/99 13:04:47.381    373          INFO   Expected CTI Clients....[500]

10/05/99 13:04:47.381    373          INFO   Heartbeat Interval .... [-1]

10/05/99 13:04:47.381    373          INFO   Queue Size .............[32]

10/05/99 13:04:47.381    373          INFO   Pool Size ..............[64]

10/05/99 13:04:47.381    373 INFO     SOCKET TransportRegister::WSA startup

10/05/99 13:04:47.381    373 INFO     SOCKET TransportRegister::winsock 1.1 sucessfully 
loaded

10/05/99 13:04:47.381    373 INFO     INFO   OpenSessionEx::opening session at Preferred 
Side A

10/05/99 13:04:47.401    373          INFO   AttemptConnect::attempting to connect to Side 
A, IP 38.208.232.241, port 42027

10/05/99 13:04:47.411    373 WARNING  DCS_INFO QuerySkillGroupStatistics not supported in 
this protocol version

10/05/99 13:04:47.601    373          INFO   HandleConnEvent::connection established to 
Side A

10/05/99 13:04:47.601    373 INFO     CTI    OPEN_REQ (3) sent to CTI Server with invokeid 
12

10/05/99 13:04:48.112    373 INFO     CTI    FAILURE_CONF (1) received from CTI Server

10/05/99 13:04:48.112    373 SEVERE   CTI    HandleFailureConf:: FailureCode 7

10/05/99 13:04:48.112    373 INFO     CTI    Firing CTI Event 2004 (OPEN_REQ failed

10/05/99 13:04:48.122    373 INFO     CTICLIENT_EVENT 2004 (OPEN_REQ failed

) received from CTIClient

10/05/99 13:04:48.152    373 INFO     CTICLIENT_EVENT 31 (SYSTEM_EVENT) received from 
CTIClient

10/05/99 13:04:48.152    373 INFO     CTICLIENT_EVENT eventid 4512682

10/05/99 13:04:48.152    373 INFO     DCS_INFO firing SystemStatusChange: 101

10/05/99 13:04:48.152    373 INFO     DCS_INFO firing SystemStatusChange: 101

10/05/99 13:04:48.242    373 CRITICAL CTI    Not restarting CTI Session because peripheral 
id invalid

Peripheral Is Offline

In this example the peripheral is offline. The error message is indicative rather than specific.

10/05/99 13:13:09.763    344          **     --TraceObject.Constructor[Unk: 2]--

           (Executable: C:\SIEBEL~1\GEODCS.EXE)

10/05/99 13:13:09.763    344          DCS_INFO Connect parameters:

10/05/99 13:13:09.763    344          DCS_INFO 						Extension: 5302, AgentID: 6302, Device: 
5302

10/05/99 13:13:09.783    344          DCS_INFO 						NumSkillGroups: 1

10/05/99 13:13:09.783    344          DCS_INFO 							Skill: 5000

10/05/99 13:13:09.783    344          DCS_INFO 							Skill Name: service

10/05/99 13:13:09.783    344          DCS_INFO 							Priority: 0

10/05/99 13:13:09.803    344          **     --TraceObject.Constructor[Unk: 3]--

10/05/99 13:13:09.803    344          INFO   Module path ........... 
[C:\SIEBEL~1\CTICLI~1.DLL]

10/05/99 13:13:09.803    344          INFO   Trace Mask ............ [0015312Ch]

10/05/99 13:13:09.803    344          INFO   Peripheral ID Side A .. [5005]

10/05/99 13:13:09.813    344          INFO   Hostname Side A........ [38.208.232.242]

10/05/99 13:13:09.813    344          INFO   Port Side A.............[42027]

10/05/99 13:13:09.813    344          INFO   Peripheral ID Side B ...[5005]

10/05/99 13:13:09.813    344          INFO   Hostname Side B.........[38.208.232.242]

10/05/99 13:13:09.813    344          INFO   Port Side B.............[43027]

10/05/99 13:13:09.813    344          INFO   Expected CTI Clients....[500]

10/05/99 13:13:09.813    344          INFO   Heartbeat Interval .... [-1]

10/05/99 13:13:09.813    344          INFO   Queue Size .............[32]

10/05/99 13:13:09.813    344          INFO   Pool Size ..............[64]

10/05/99 13:13:09.813    344 INFO     SOCKET TransportRegister::WSA startup

10/05/99 13:13:09.813    344 INFO     SOCKET TransportRegister::winsock 1.1 sucessfully 
loaded

10/05/99 13:13:09.823    344 INFO     INFO   OpenSessionEx::opening session at Preferred 
Side A

10/05/99 13:13:09.873    344          INFO   AttemptConnect::attempting to connect to Side 
A, IP 38.208.232.242, port 42027

10/05/99 13:13:09.873    344 WARNING  DCS_INFO QuerySkillGroupStatistics not supported in 
this protocol version

10/05/99 13:13:10.164    344          INFO   HandleConnEvent::connection established to 
Side A

10/05/99 13:13:10.174    344 INFO     CTI    OPEN_REQ (3) sent to CTI Server with invokeid 
12

10/05/99 13:13:10.444    344 INFO     CTI    OPEN_CONF (4) received from CTI Server

10/05/99 13:13:10.454    344          CTI    OPEN_CONF: ProtocolVersion 6

10/05/99 13:13:10.454    344          CTI    InvokeID 12, Services Granted 7, AgentState 
AGENT_STATE_UNKNOWN

10/05/99 13:13:10.454    344 INFO     CTI    Firing CTI Event 4 (OPEN_CONF)

10/05/99 13:13:10.454    344 INFO     CTICLIENT_EVENT 4 (OPEN_CONF) received from 
CTIClient

10/05/99 13:13:10.454    344 INFO     INFO   SetAgentState::requesting agentstate change 
to 0 (AGENT_STATE_LOGIN)

10/05/99 13:13:10.454    344 INFO     CTI    SET_AGENT_STATE_REQ (38) sent to CTI Server 
with invokeid 13

10/05/99 13:13:10.765    344 INFO     CTI    CONTROL_FAILURE_CONF (35) received from CTI 
Server

10/05/99 13:13:10.765    344 SEVERE   CTI    HandleControlFailureConf:: ControlFailureCode 
34, PeripheralErrorCode 0

The ControlFailureCode is generated by the CTI Server. The value 34 corresponds to: "The service requires a resource that is out of service." The PeripheralErrorCode may contain a code generated by the specific peripheral; where no such code is available, a 0 is reported. Since the peripheral is offline, it obviously could not generate an error code.

10/05/99 13:13:10.775    344 INFO     CTI    Firing CTI Event 2039 (SET_AGENT_STATE_REQ 
failed

10/05/99 13:13:10.775    344 INFO     CTICLIENT_EVENT 2039 (SET_AGENT_STATE_REQ failed

) received from CTIClient

Agent Identification Problem

In this example there is something wrong with the information provided about the agent. This could be an incorrect extension/instrument number or an incorrect Agent ID. The error message is sufficiently explicit that no comment is necessary.

10/05/99 13:10:42.562    377          **     --TraceObject.Constructor[Unk: 2]--

           (Executable: C:\SIEBEL~1\GEODCS.EXE)

10/05/99 13:10:42.562    377          DCS_INFO Connect parameters:

10/05/99 13:10:42.572    377          DCS_INFO 						Extension: 188, AgentID: 276, Device: 188

10/05/99 13:10:42.582    377          DCS_INFO 						NumSkillGroups: 1

10/05/99 13:10:42.582    377          DCS_INFO 							Skill: 5000

10/05/99 13:10:42.582    377          DCS_INFO 							Skill Name: service

10/05/99 13:10:42.582    377          DCS_INFO 							Priority: 0

10/05/99 13:10:42.602    377          **     --TraceObject.Constructor[Unk: 3]--

10/05/99 13:10:42.602    377          INFO   Module path ........... 
[C:\SIEBEL~1\CTICLI~1.DLL]

10/05/99 13:10:42.602    377          INFO   Trace Mask ............ [0015309Ch]

10/05/99 13:10:42.602    377          INFO   Peripheral ID Side A .. [5]

10/05/99 13:10:42.612    377          INFO   Hostname Side A........ [38.208.232.114]

10/05/99 13:10:42.612    377          INFO   Port Side A.............[42027]

10/05/99 13:10:42.612    377          INFO   Peripheral ID Side B ...[5]

10/05/99 13:10:42.612    377          INFO   Hostname Side B.........[38.208.232.114]

10/05/99 13:10:42.612    377          INFO   Port Side B.............[43027]

10/05/99 13:10:42.612    377          INFO   Expected CTI Clients....[500]

10/05/99 13:10:42.612    377          INFO   Heartbeat Interval .... [-1]

10/05/99 13:10:42.612    377          INFO   Queue Size .............[32]

10/05/99 13:10:42.612    377          INFO   Pool Size ..............[64]

10/05/99 13:10:42.612    377 INFO     SOCKET TransportRegister::WSA startup

10/05/99 13:10:42.612    377 INFO     SOCKET TransportRegister::winsock 1.1 sucessfully 
loaded

10/05/99 13:10:42.612    377 INFO     INFO   OpenSessionEx::opening session at Preferred 
Side A

10/05/99 13:10:42.632    377          INFO   AttemptConnect::attempting to connect to Side 
A, IP 38.208.232.114, port 42027

10/05/99 13:10:42.642    377 WARNING  DCS_INFO QuerySkillGroupStatistics not supported in 
this protocol version

10/05/99 13:10:42.862    377          INFO   HandleConnEvent::connection established to 
Side A

10/05/99 13:10:42.862    377 INFO     CTI    OPEN_REQ (3) sent to CTI Server with invokeid 
12

10/05/99 13:10:43.092    377 INFO     CTI    FAILURE_CONF (1) received from CTI Server

10/05/99 13:10:43.092    377 SEVERE   CTI    HandleFailureConf:: FailureCode 1

10/05/99 13:10:43.102    377 INFO     SOCKET closing sock 188

10/05/99 13:10:43.102    377 INFO     INFO   OnOpenSession::processing IDC_OPENSESSION, 
side 1

10/05/99 13:10:43.102    377          INFO   AttemptConnect::attempting to connect to Side 
B, IP 38.208.232.114, port 43027

10/05/99 13:10:45.356    377 SEVERE   SOCKET HandleConnEvent::connect() failure, errno 
10061, CG Side B

10/05/99 13:10:45.356    377 SEVERE   SOCKET posting message IDC_SIDE_OFFLINE

10/05/99 13:10:45.366    377 INFO     INFO   increasing retry level from 0

10/05/99 13:10:45.366    377 SEVERE   SOCKET TransportClose::shutdown() failure, errno 
10057, CG Side B

10/05/99 13:10:45.366    377 INFO     INFO   OnOpenSession::processing IDC_OPENSESSION, 
side 0

10/05/99 13:10:45.366    377          INFO   AttemptConnect::attempting to connect to Side 
A, IP 38.208.232.114, port 42027

10/05/99 13:10:45.576    377          INFO   HandleConnEvent::connection established to 
Side A

10/05/99 13:10:45.576    377 INFO     CTI    OPEN_REQ (3) sent to CTI Server with invokeid 
13

10/05/99 13:10:45.826    377 INFO     CTI    FAILURE_CONF (1) received from CTI Server

10/05/99 13:10:45.826    377 SEVERE   CTI    HandleFailureConf:: FailureCode 32

10/05/99 13:10:45.826    377 INFO     CTI    Firing CTI Event 2004 (OPEN_REQ failed

10/05/99 13:10:45.826    377 INFO     CTICLIENT_EVENT 2004 (OPEN_REQ failed

) received from CTIClient

10/05/99 13:10:45.836    377 INFO     CTICLIENT_EVENT 31 (SYSTEM_EVENT) received from 
CTIClient

10/05/99 13:10:45.836    377 INFO     CTICLIENT_EVENT eventid 4512682

10/05/99 13:10:45.836    377 INFO     DCS_INFO firing SystemStatusChange: 101

10/05/99 13:10:45.836    377 INFO     DCS_INFO firing SystemStatusChange: 101

10/05/99 13:10:45.956    377 CRITICAL CTI    Not restarting CTI Session because 
inconsistent agent data

Transfer Problems

Two examples are presented here. In the first, an attempt to transfer a call fails because there is no call to transfer. In the second, an attempt to transfer a call fails because the agent to whom it is being transferred is not ready to receive it.

No Call to Transfer

In this example an attempt is made to transfer a call when there is no call to transfer. Obviously, the attempt fails.

10/05/99 13:17:11.411    368          **     --TraceObject.Constructor[Unk: 2]--

           (Executable: C:\SIEBEL~1\GEODCS.EXE)

10/05/99 13:17:11.411    368          DCS_INFO Connect parameters:

10/05/99 13:17:11.411    368          DCS_INFO 						Extension: 15, AgentID: 276, Device: 15

10/05/99 13:17:11.431    368          DCS_INFO 						NumSkillGroups: 1

10/05/99 13:17:11.431    368          DCS_INFO 							Skill: 5000

10/05/99 13:17:11.431    368          DCS_INFO 							Skill Name: service

10/05/99 13:17:11.431    368          DCS_INFO 							Priority: 0

10/05/99 13:17:11.451    368          **     --TraceObject.Constructor[Unk: 3]--

10/05/99 13:17:11.451    368          INFO   Module path ........... 
[C:\SIEBEL~1\CTICLI~1.DLL]

10/05/99 13:17:11.451    368          INFO   Trace Mask ............ [0015309Ch]

10/05/99 13:17:11.451    368          INFO   Peripheral ID Side A .. [5]

10/05/99 13:17:11.451    368          INFO   Hostname Side A........ [38.208.232.114]

10/05/99 13:17:11.451    368          INFO   Port Side A.............[42027]

10/05/99 13:17:11.451    368          INFO   Peripheral ID Side B ...[5]

10/05/99 13:17:11.461    368          INFO   Hostname Side B.........[38.208.232.114]

10/05/99 13:17:11.461    368          INFO   Port Side B.............[43027]

10/05/99 13:17:11.461    368          INFO   Expected CTI Clients....[500]

10/05/99 13:17:11.461    368          INFO   Heartbeat Interval .... [-1]

10/05/99 13:17:11.461    368          INFO   Queue Size .............[32]

10/05/99 13:17:11.461    368          INFO   Pool Size ..............[64]

10/05/99 13:17:11.461    368 INFO     SOCKET TransportRegister::WSA startup

10/05/99 13:17:11.461    368 INFO     SOCKET TransportRegister::winsock 1.1 sucessfully 
loaded

10/05/99 13:17:11.461    368 INFO     INFO   OpenSessionEx::opening session at Preferred 
Side A

The following several lines are simply a reminder that log files report on complex behaviors. Here the attempt to connect to Side A fails for unknown reasons, the attempt to connect to Side B fails (because it is offline), and then the attempt to connect to Side A succeeds. This has nothing to do with the transfer problem that will be encountered later on.

10/05/99 13:17:11.481    368          INFO   AttemptConnect::attempting to connect to Side 
A, IP 38.208.232.114, port 42027

10/05/99 13:17:11.491    368 WARNING  DCS_INFO QuerySkillGroupStatistics not supported in 
this protocol version

10/05/99 13:17:11.751    368          INFO   HandleConnEvent::connection established to 
Side A

10/05/99 13:17:11.761    368 INFO     CTI    OPEN_REQ (3) sent to CTI Server with invokeid 
12

10/05/99 13:17:12.012    368 INFO     CTI    FAILURE_CONF (1) received from CTI Server

10/05/99 13:17:12.012    368 SEVERE   CTI    HandleFailureConf:: FailureCode 1

10/05/99 13:17:12.012    368 INFO     SOCKET closing sock 188

10/05/99 13:17:12.012    368 INFO     INFO   OnOpenSession::processing IDC_OPENSESSION, 
side 1

10/05/99 13:17:12.022    368          INFO   AttemptConnect::attempting to connect to Side 
B, IP 38.208.232.114, port 43027

10/05/99 13:17:14.475    368 SEVERE   SOCKET HandleConnEvent::connect() failure, errno 
10061, CG Side B

10/05/99 13:17:14.475    368 SEVERE   SOCKET posting message IDC_SIDE_OFFLINE

10/05/99 13:17:14.495    368 INFO     INFO   increasing retry level from 0

10/05/99 13:17:14.495    368 SEVERE   SOCKET TransportClose::shutdown() failure, errno 
10057, CG Side B

10/05/99 13:17:14.495    368 INFO     INFO   OnOpenSession::processing IDC_OPENSESSION, 
side 0

10/05/99 13:17:14.495    368          INFO   AttemptConnect::attempting to connect to Side 
A, IP 38.208.232.114, port 42027

10/05/99 13:17:14.806    368          INFO   HandleConnEvent::connection established to 
Side A

10/05/99 13:17:14.806    368 INFO     CTI    OPEN_REQ (3) sent to CTI Server with invokeid 
13

10/05/99 13:17:15.086    368 INFO     CTI    OPEN_CONF (4) received from CTI Server

10/05/99 13:17:15.086    368          CTI    OPEN_CONF: ProtocolVersion 5

10/05/99 13:17:15.086    368          CTI    InvokeID 13, Services Granted 7, AgentState 
AGENT_STATE_AVAILABLE

10/05/99 13:17:15.106    368 INFO     CTI    SNAPSHOT_DEVICE_REQ (84) sent to CTI Server 
with invokeid 14

10/05/99 13:17:15.106    368 INFO     CTI    QUERY_DEVICE_INFO_REQ (78) sent to CTI Server 
with invokeid 15

10/05/99 13:17:15.106    368 INFO     CTI    Firing CTI Event 4 (OPEN_CONF)

10/05/99 13:17:15.106    368 INFO     CTICLIENT_EVENT 4 (OPEN_CONF) received from 
CTIClient

10/05/99 13:17:15.126    368 SERIOUS  DCS_COM OnAgentStateChange invoke failed, HRESULT 
80010105

An attempt to transfer has not resulted in a state change for the agent ...

10/05/99 13:17:15.366    368 INFO     CTI    SNAPSHOT_DEVICE_CONF (85) received from CTI 
Server

10/05/99 13:17:15.366    368 INFO     CTI    0 calls in list

... because there was no call to transfer.

10/05/99 13:17:15.607    368 INFO     CTI    QUERY_DEVICE_INFO_CONF (79) received from CTI 
Server

Agent Not Ready for Transfer

In this example an attempt is made to transfer a call to an agent who is not ready to receive it. Obviously, the attempt fails.

10/05/99 13:22:11.492    368 INFO     CTI    BEGIN_CALL_EVENT (23) received from CTI 
Server

10/05/99 13:22:11.502    368 INFO     CTI    callid 466, devid 0

10/05/99 13:22:11.502    368 INFO     CTI    Firing CTI Event 23 (BEGIN_CALL_EVENT)

10/05/99 13:22:11.502    368 INFO     CTICLIENT_EVENT 23 (BEGIN_CALL_EVENT) received from 
CTIClient

10/05/99 13:22:11.562    368 SERIOUS  DCS_COM OnNewCallAppearance invoke failed, HRESULT 
80010105

10/05/99 13:22:11.813    368 INFO     CTI    CALL_DELIVERED_EVENT (9) received from CTI 
Server

10/05/99 13:22:11.833    368          **     --TraceObject.Destructor[Unk: 3]--

10/05/99 13:22:11.833    368 INFO     CTI    Firing CTI Event 9 (CALL_DELIVERED_EVENT)

10/05/99 13:22:11.833    368 INFO     CTICLIENT_EVENT 9 (CALL_DELIVERED_EVENT) received 
from CTIClient

10/05/99 13:22:16.549    368 INFO     CTI    AGENT_STATE_EVENT (30) received from CTI 
Server

10/05/99 13:22:16.549    368 INFO     CTI    state: AGENT_STATE_TALKING (4)

10/05/99 13:22:16.559    368 INFO     CTI    Firing CTI Event 30 (AGENT_STATE_EVENT)

10/05/99 13:22:16.559    368 INFO     CTICLIENT_EVENT 30 (AGENT_STATE_EVENT) received from 
CTIClient

10/05/99 13:22:16.559    368 INFO     CTICLIENT_EVENT RaiseCtiEvent::newstate 
AGENT_STATE_TALKING

10/05/99 13:22:16.559    368 SERIOUS  DCS_COM OnAgentStateChange invoke failed, HRESULT 
80010105

10/05/99 13:22:16.559    368 INFO     CTI    CALL_DATA_UPDATE_EVENT (25) received from CTI 
Server

10/05/99 13:22:16.559    368 INFO     INFO   NumNamedVars 1, NumNamedArrays 1

10/05/99 13:22:16.569    368          **     --TraceObject.Destructor[Unk: 3]--

10/05/99 13:22:16.569    368 INFO     CTI    initial callid 466, devid 0

10/05/99 13:22:16.569    368 INFO     CTI    new callid 466, devid 0

10/05/99 13:22:16.569    368 INFO     INFO   NumNamedArrays 1

10/05/99 13:22:16.569    368 INFO     INFO   array (null)

10/05/99 13:22:16.569    368 INFO     INFO   value (null)

10/05/99 13:22:16.569    368 INFO     CTI    Firing CTI Event 25 (CALL_DATA_UPDATE_EVENT)

10/05/99 13:22:16.569    368 INFO     CTICLIENT_EVENT 25 (CALL_DATA_UPDATE_EVENT) received 
from CTIClient

10/05/99 13:22:16.600    368 INFO     CTI    CALL_DATA_UPDATE_EVENT (25) received from CTI 
Server

10/05/99 13:22:16.600    368 INFO     INFO   NumNamedVars 1, NumNamedArrays 1

10/05/99 13:22:16.610    368          **     --TraceObject.Destructor[Unk: 3]--

10/05/99 13:22:16.610    368 INFO     CTI    initial callid 466, devid 0

10/05/99 13:22:16.610    368 INFO     CTI    new callid 466, devid 15

10/05/99 13:22:16.610    368 INFO     INFO   NumNamedArrays 1

10/05/99 13:22:16.610    368 INFO     INFO   array (null)

10/05/99 13:22:16.610    368 INFO     INFO   value (null)

10/05/99 13:22:16.610    368 INFO     CTI    Firing CTI Event 25 (CALL_DATA_UPDATE_EVENT)

10/05/99 13:22:16.610    368 INFO     CTICLIENT_EVENT 25 (CALL_DATA_UPDATE_EVENT) received 
from CTIClient

10/05/99 13:22:16.650    368 INFO     CTI    CALL_ESTABLISHED_EVENT (10) received from CTI 
Server

10/05/99 13:22:16.650    368          **     --TraceObject.Destructor[Unk: 3]--

10/05/99 13:22:16.650    368 INFO     CTI    Firing CTI Event 10 (CALL_ESTABLISHED_EVENT)

10/05/99 13:22:16.650    368 INFO     CTICLIENT_EVENT 10 (CALL_ESTABLISHED_EVENT) received 
from CTIClient

10/05/99 13:22:16.670    368 SERIOUS  DCS_COM OnUpdateCallData invoke failed, HRESULT 
80010105

10/05/99 13:22:34.926    368 INFO     DCS_INFO MakeConsultCall

10/05/99 13:22:34.926    368 INFO     CTI    CONSULTATION_CALL_REQ (50) sent to CTI Server 
with invokeid 16

10/05/99 13:22:35.136    368 INFO     CTI    CALL_HELD_EVENT (11) received from CTI Server

10/05/99 13:22:35.136    368          **     --TraceObject.Destructor[Unk: 3]--

10/05/99 13:22:35.136    368 INFO     CTI    Firing CTI Event 11 (CALL_HELD_EVENT)

10/05/99 13:22:35.136    368 INFO     CTICLIENT_EVENT 11 (CALL_HELD_EVENT) received from 
CTIClient

10/05/99 13:22:35.186    368 INFO     CTI    AGENT_STATE_EVENT (30) received from CTI 
Server

10/05/99 13:22:35.186    368 INFO     CTI    state: AGENT_STATE_TALKING (4)

10/05/99 13:22:35.186    368 INFO     CTI    Firing CTI Event 30 (AGENT_STATE_EVENT)

10/05/99 13:22:35.186    368 INFO     CTICLIENT_EVENT 30 (AGENT_STATE_EVENT) received from 
CTIClient

10/05/99 13:22:35.186    368 INFO     CTICLIENT_EVENT RaiseCtiEvent::newstate 
AGENT_STATE_TALKING

10/05/99 13:22:35.196    368 SERIOUS  DCS_COM OnAgentStateChange invoke failed, HRESULT 
80010105

10/05/99 13:22:35.336    368 INFO     CTI    CONTROL_FAILURE_CONF (35) received from CTI 
Server

10/05/99 13:22:35.336    368 SEVERE   CTI    HandleControlFailureConf:: ControlFailureCode 
6, PeripheralErrorCode 73

10/05/99 13:22:35.336    368 INFO     CTI    Firing CTI Event 2051 (CONSULTATION_CALL_REQ 
failed

10/05/99 13:22:35.336    368 INFO     CTICLIENT_EVENT 2051 (CONSULTATION_CALL_REQ failed

) received from CTIClient

The agent who should be receiving the transferred call is talking; the transfer fails.

Agent Not Ready to Make Call

In order to make a call, an agent must be in the Ready state. The following example illustrates a case where the agent attempts to make a call but is not in the Ready state.

10/12/99 13:43:38.117    377 INFO     CTI    Firing CTI Event 9 (CALL_DELIVERED_EVENT)

10/12/99 13:43:38.117    377 INFO     CTICLIENT_EVENT 9 (CALL_DELIVERED_EVENT) received 
from CTIClient

10/12/99 13:43:41.972    377 INFO     CTI    ANSWER_CALL_REQ (42) sent to CTI Server with 
invokeid 51

10/12/99 13:43:42.333    377 INFO     CTI    ANSWER_CALL_CONF (43) received from CTI 
Server

10/12/99 13:43:42.333    377 INFO     CTI    Firing CTI Event 43 (ANSWER_CALL_CONF)

10/12/99 13:43:42.333    377 INFO     CTICLIENT_EVENT 43 (ANSWER_CALL_CONF) received from 
CTIClient

10/12/99 13:43:42.353    377 INFO     CTI    AGENT_STATE_EVENT (30) received from CTI 
Server

10/12/99 13:43:42.353    377 INFO     CTI    state: AGENT_STATE_TALKING (4)

The agent is talking, and therefore not in the Ready state.

10/12/99 13:43:42.353    377 INFO     CTI    Firing CTI Event 30 (AGENT_STATE_EVENT)

10/12/99 13:43:42.353    377 INFO     CTICLIENT_EVENT 30 (AGENT_STATE_EVENT) received from 
CTIClient

10/12/99 13:43:42.353    377 INFO     CTICLIENT_EVENT RaiseCtiEvent::newstate 
AGENT_STATE_TALKING

10/12/99 13:43:42.363    377 SERIOUS  DCS_COM OnAgentStateChange invoke failed, HRESULT 
80010105

10/12/99 13:43:42.413    377 INFO     CTI    CALL_DATA_UPDATE_EVENT (25) received from CTI 
Server

10/12/99 13:43:42.413    377          **     --TraceObject.Destructor[Unk: 3]--

10/12/99 13:43:42.413    377 INFO     CTI    initial callid 69, devid 23816

10/12/99 13:43:42.413    377 INFO     CTI    new callid 69, devid 23816

10/12/99 13:43:42.413    377 INFO     CTI    Firing CTI Event 25 (CALL_DATA_UPDATE_EVENT)

10/12/99 13:43:42.443    377 INFO     CTICLIENT_EVENT 25 (CALL_DATA_UPDATE_EVENT) received 
from CTIClient

10/12/99 13:43:42.443    377 INFO     CTI    CALL_DATA_UPDATE_EVENT (25) received from CTI 
Server

10/12/99 13:43:42.453    377          **     --TraceObject.Destructor[Unk: 3]--

10/12/99 13:43:42.453    377 INFO     CTI    initial callid 69, devid 23816

10/12/99 13:43:42.453    377 INFO     CTI    new callid 69, devid 23817

10/12/99 13:43:42.453    377 INFO     CTI    Firing CTI Event 25 (CALL_DATA_UPDATE_EVENT)

10/12/99 13:43:42.453    377 INFO     CTICLIENT_EVENT 25 (CALL_DATA_UPDATE_EVENT) received 
from CTIClient

10/12/99 13:43:42.473    377 INFO     CTI    CALL_ESTABLISHED_EVENT (10) received from CTI 
Server

10/12/99 13:43:42.473    377          **     --TraceObject.Destructor[Unk: 3]--

10/12/99 13:43:42.483    377 INFO     CTI    Firing CTI Event 10 (CALL_ESTABLISHED_EVENT)

10/12/99 13:43:42.483    377 INFO     CTICLIENT_EVENT 10 (CALL_ESTABLISHED_EVENT) received 
from CTIClient

10/12/99 13:43:42.503    377 SERIOUS  DCS_COM OnUpdateCallData invoke failed, HRESULT 
80010105

10/12/99 13:43:57.495    377 INFO     CTI    MAKE_CALL_REQ (56) sent to CTI Server with 
invokeid 56

10/12/99 13:43:57.825    377 INFO     CTI    CONTROL_FAILURE_CONF (35) received from CTI 
Server

10/12/99 13:43:57.825    377 SEVERE   CTI    HandleControlFailureConf:: ControlFailureCode 
71, PeripheralErrorCode 15

10/12/99 13:43:57.825    377 INFO     CTI    Firing CTI Event 2057 (MAKE_CALL_REQ failed

10/12/99 13:43:57.825    377 INFO     CTICLIENT_EVENT 2057 (MAKE_CALL_REQ failed

) received from CTIClient

An attempt to make a call, while not in the Ready state, fails. The ControlFailureCode is generated by the CTI Server. The value 71 corresponds to: "The requested operation has been rejected." The PeripheralErrorCode contains a code (in this case 15) generated by the specific peripheral (in this case a DEFINITY ECS). Here the code 15 is the ASAI value, which corresponds to the cause_value *C_USER_BUSY.

10/12/99 13:44:01.851    377 INFO     CTI    MAKE_CALL_REQ (56) sent to CTI Server with 
invokeid 61

10/12/99 13:44:02.151    377 INFO     CTI    CONTROL_FAILURE_CONF (35) received from CTI 
Server

10/12/99 13:44:02.151    377 SEVERE   CTI    HandleControlFailureConf:: ControlFailureCode 
71, PeripheralErrorCode 15

10/12/99 13:44:02.161    377 INFO     CTI    Firing CTI Event 2057 (MAKE_CALL_REQ failed

10/12/99 13:44:02.161    377 INFO     CTICLIENT_EVENT 2057 (MAKE_CALL_REQ failed

) received from CTIClient

10/12/99 13:44:02.432    377 INFO     CTI    MAKE_CALL_REQ (56) sent to CTI Server with 
invokeid 62

10/12/99 13:44:02.752    377 INFO     CTI    CONTROL_FAILURE_CONF (35) received from CTI 
Server

10/12/99 13:44:02.762    377 SEVERE   CTI    HandleControlFailureConf:: ControlFailureCode 
71, PeripheralErrorCode 15

10/12/99 13:44:02.762    377 INFO     CTI    Firing CTI Event 2057 (MAKE_CALL_REQ failed

10/12/99 13:44:02.762    377 INFO     CTICLIENT_EVENT 2057 (MAKE_CALL_REQ failed

) received from CTIClient

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Troubleshooting and Testing (Release 4.6)

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Table Of Contents

Troubleshooting and Testing

CiscoDateTime.log

Another Session Is Open

Hostname Incorrect

Port Number Is Incorrect

Peripheral Problems

Peripheral ID Is Incorrect

Peripheral Is Offline

Agent Identification Problem

Transfer Problems

No Call to Transfer

Agent Not Ready for Transfer

Agent Not Ready to Make Call

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