Seguimiento de eventos de routing de tareas en un entorno empresarial de Contact Center

Actualizado:14 de febrero de 2024
ID del documento:221684

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    Introducción

    Este documento describe el flujo de mensajes para una nueva tarea que se enruta a un agente en un entorno de Contact Center Enterprise.

    Prerequisites

    Requirements

    Cisco recomienda que tenga conocimiento sobre estos temas:

    • Plataforma de colaboración con clientes de Cisco (CCP)
    • Cisco Finesse
    • Cisco Packaged Contact Center Enterprise (PCCE)
    • Cisco Unified Contact Center Enterprise (UCCE)

    Componentes Utilizados

    La información que contiene este documento se basa en las siguientes versiones de software y hardware.

    • Versión de ICM: 12.6(1)
    • Finesse Versión: 12.6(1)
    • Versión de CCP: 12.5(1) SU1

    La información que contiene este documento se creó a partir de los dispositivos en un ambiente de laboratorio específico. Todos los dispositivos que se utilizan en este documento se pusieron en funcionamiento con una configuración verificada (predeterminada). Si tiene una red en vivo, asegúrese de entender el posible impacto de cualquier comando.

    Registros necesarios

    • API REST pública de CCP (CCBU-ccppublicapps)
    • API CCP REST (CCBU-ccpapi)
    • CCP Runtime Service (CCBU-runtime)
    • Servicios web de escritorio Finesse
    • Servidor ICM CTI (ctisvr)
    • ICM Media Routing PIM (mr pim)
    • Router ICM (rtr)
    note-icon

    Nota:

    • Para un seguimiento detallado de las tareas en el registro de WebServices, habilite un nivel de seguimiento más alto dentro de Finesse WebServices usando el comando: utils finesse log configuration update webservices ROOT TRACE
    • La actualización del nivel de configuración del registro a DEBUG o TRACE puede afectar el rendimiento del sistema Finesse.

    Antecedentes

    Enrutamiento de tareas describe la capacidad de los sistemas para enrutar solicitudes de diferentes canales de medios a cualquier agente de un centro de contacto.
    Las aplicaciones multicanal de terceros pueden utilizar la cola universal integrándose con CCE a través de las API de enrutamiento de tareas.
    Las API de enrutamiento de tareas proporcionan una forma estándar de solicitar, poner en cola, enrutar y administrar tareas multicanal de terceros en CCE.

    CCP y enrutamiento de tareas

    Las aplicaciones multicanal de terceros utilizan la API Task de las ECC para enviar tareas que no son de voz a CCE.
    La API funciona junto con fuentes de tareas, campañas y notificaciones de CCP para transferir solicitudes de tareas al centro de contacto para su enrutamiento.
    La API de tareas admite el uso de variables de llamada y variables ECC para las solicitudes de tareas. Utilice estas variables para enviar información específica del usuario con la solicitud, incluidos atributos de los medios como la URL de la sala de chat o el identificador de correo electrónico.

    TaskRouting

    Análisis de registro

    Flujo de mensajes simple

    1. La aplicación multicanal de terceros envía un evento NEW_TASK al PG MR.

    2. MR PG consume esta solicitud NEW_TASK y envía una solicitud 'Route' al router con el número marcado (DN) configurado

    3. Basándose en el DN, el router ejecuta el script asociado y se selecciona un agente disponible.

    4. A continuación, el router envía un DEVICE_TARGET_PRE_CALL_IND al opc de los PG del agente; según este, ctisvr coloca al agente en estado RESERVED.

    • Al mismo tiempo, el router también envía un mensaje CONNECT al MR PG.

    5. MR PG ahora envía un evento DO_THIS_WITH_TASK a la aplicación.

    6. La aplicación envía un OFFER_TASK_IND al activisvr, indicando que se ha ofrecido una tarea al agente.

    • En respuesta, el ctisvr devuelve un OFFER_TASK_EVENT confirmando que el agente especificado se ha reservado para gestionar la tarea especificada

    7. A continuación, la aplicación envía un START_TASK_IND al activador indicando que el agente ha comenzado.

    • Ctisvr responde con START_TASK_EVENT confirmando que el agente especificado ha comenzado a gestionar la tarea.

    8. Mientras se procesan estos eventos START_TASK_IND, ctisvr actualiza el estado del agente a ACTIVE para el MRD sin voz y la sesión está ahora activa.

    9. Una vez finalizada la sesión, el activismo recibe el mensaje END_TASK_IND que indica que la tarea ha finalizado y, a continuación, se envía un mensaje END_TASK_EVENT como respuesta.

    Estados de agente para dominios de enrutamiento de medios (MRD) sin voz:

    • NO PREPARADO: el agente está conectado al MRD, pero se encuentra en el estado No preparado
    • NO ACTIVO: el agente está conectado al MRD y se encuentra en el estado Preparado
    • RESERVADO: la tarea se presenta al agente.
    • ACTIVO: la tarea se ha aceptado y el agente participa activamente en la gestión de la tarea.

    CTISVR

    Agent is logged into Finesse and is in the ready status for Task Management:
    08:54:27:874 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=LOGIN SGDur=0 St=NOT_READY Dur=0 Reason=0 MRDID=5011 NumTasks=0 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=0 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=0 TerminalName=UCSFSJEFFERS 
    08:54:34:531 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=NOT_ACTIVE SGDur=0 St=NOT_ACTIVE Dur=0 Reason=0 MRDID=5011 NumTasks=0 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=0 TerminalName=UCSFSJEFFERS

    CCBU-CCPPUBLICAPPS

    CCPPublicapps submits a SocialContact Create Request to CCBU-Runtime for a new task:
    0000000078: 192.168.1.1: Jan 30 2024 08:55:49.233 -0500: %CCBU__CCPPUBLICAPPS-6-REQUEST_INITIATED: %[Description=Report Lost Credit Card][FeedId=100080][HttpMethod=GET][Name=user@email][Title=Report Lost Credit Card]: Request initiated 
    0000000011: 192.168.1.1: Jan 30 2024 08:55:49.235 -0500: %CCBU_________CCPAPI-6-CREATE_SOCIAL_CONTACT: Submitting SocialContact Create Request with requestId:OTPW4p

    CCBU-RUNTIME

    CCBU-Runtime receives the request to create a SocialContact for a new task:
    0000000056: 192.168.1.1: Jan 30 2024 08:55:49.243 -0500: %CCBU__________FEEDS-6-MSG_INCOMING_FROM_BUS: %[correlation_id=2][mid=ID:sm1.dcloud.cisco.com-38977-1706611030181-4:2:2:1:3][msg_kind=ActiveMQMapMessage][msg_type=PUSH.PushSocialContactRequest]: A message has been received by the message bus 
    0000000057: 192.168.1.1: Jan 30 2024 08:55:49.246 -0500: %CCBU__________FEEDS-6-CREATE_SOCIAL_CONTACT: Got Request to Create Social Contact with RequestId:ZgjHyn

    CCBU-RUNTIME

    SocialContact is created and a SocialContactID is generated:
    In this step, note down the the SocialContactID and use it to track the task through the rest of the logs.
    0000000062: 192.168.1.1: Jan 30 2024 08:55:49.272 -0500: %CCBU__________FEEDS-6-SOCIAL_CONTACT_CREATED: %[SOCIAL_CONTACT_ID=5AA797871000018D0000004139ED7AD5][SOCIAL_CONTACT_LINK=http://ccp-ip/ccp/socialcontact/5AA797871000018D0000004139ED7AD5]: A new social contact was created 
    0000000063: 192.168.1.1: Jan 30 2024 08:55:49.273 -0500: %CCBU__________FEEDS-6-SOCIAL_CONTACT_PROCESSOR: SocialContactProcessor processSocialContact Exit with requestId:ZgjHyn 
    0000000064: 192.168.1.1: Jan 30 2024 08:55:49.273 -0500: %CCBU__________FEEDS-6-SOCIAL_CONTACT_CREATED: %[id=5AA797871000018D0000004139ED7AD5][timestamp=Tue Jan 30 08:55:49 EST 2024]: SC created and sent confirmation message back to webapp

    CCBU-RUNTIME

    SocialContact is currently in the unread status:
    // Campaign ID and the SocialContact tags are associated with the SocialContact.
    0000000140: 192.168.1.1: Jan 30 2024 08:55:49.329 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Read from Cassandra before update Solr index returned for scId=5AA797871000018D0000004139ED7AD5 ;status= unread 
    0000000072: 192.168.1.1: Jan 30 2024 08:55:49.343 -0500: %CCBU_______CAMPAIGN-6-RECEIVED_FILTER_SOCIAL_CONTACT_RESPONSE: %[FILTER_ID=90001][FILTER_RESPONSE=100][SOCIAL_CONTACT_ID=5AA797871000018D0000004139ED7AD5]: A social contact filter response was received. 
    0000000073: 192.168.1.1: Jan 30 2024 08:55:49.344 -0500: %CCBU_______CAMPAIGN-6-SC_FILTER_CACHE_UPDATE: %[CAMPAIGN_ID=100081][FILTER_ID=90001][SOCIAL_CONTACT_ID=5AA797871000018D0000004139ED7AD5]: Updated task with the particular filter result in cache 
    0000000074: 192.168.1.1: Jan 30 2024 08:55:49.349 -0500: %CCBU_______CAMPAIGN-6-UPDATING_SOCIAL_CONTACT_CAMPAIGN_STATUS: %[CAMPAIGN_ID=100081][CAMPAIGN_NAME=Cumulus Task][CAMPAIGN_STATUS=IN][SOCIAL_CONTACT_ID=5AA797871000018D0000004139ED7AD5][SOCIAL_CONTACT_LINK=http://ccp-ip/ccp/socialcontact/5AA797871000018D0000004139ED7AD5]: Updating the social contact's status in the campaign 
    0000000141: 192.168.1.1: Jan 30 2024 08:55:49.366 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Read from Cassandra before update Solr index returned for scId=5AA797871000018D0000004139ED7AD5 ;status= unread 
    0000000047: 192.168.1.1: Jan 30 2024 08:55:49.398 -0500: %CCBU___NOTIFICATION-6-NOTIFICATION_REQUEST: %[CampaignID=[100081]][SocialContactID=5AA797871000018D0000004139ED7AD5][Tags=[cisco_uq_tag, discard_on_recovery]]: A Notification Request received

    SR. PIM

    MR PIM receives the NEW_TASK event from CCP:
    08:55:49:391 PG2A-pim3 Trace: Application->PG:
    Message = NEW_TASK; Length = 201 bytes
    DialogueID = (4) Hex 00000004
    SendSeqNo = (1) Hex 00000001
    MRDomainID = Undefined
    PreviousTask = -1:-1:-1
    PreferredAgent = Undefined
    Service = (0) Hex 00000000
    CiscoReserved = (0) Hex 00000000
    ScriptSelector: CumulusTask
    ApplicationString1: ae93f5ad-452d-4c52-8057-8d23864a8a8a
    ApplicationString2: 5AA797871000018D0000004139ED7AD5
    ServiceRequested = (0) Hex 00000000

    MR PIM sends a NEW_CALL event to the Router for this new task: 
    08:55:49:391 PG2A-pim3 Trace: Send INRCMSGNewCall to Router : :
    NEW_CALL RCID=5004 PID=5001 DID=4 DIDRelSeq#=1 GrpDelKey=5004 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=CumulusTask CallingParty#=ae93f5ad-452d-4c52-8057-8d23864a8a8a CED=5AA797871000018D0000004139ED7AD5 MsgOrigin=1 RouteDevType=6 Originator=sm1 NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=-1 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=0 QueueType=-1 QueueID=0

    RTR

    Router receives the NewCall event and then runs the associated script, which then picks an available agent:
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) NewCall: CID=(154526,37051928), DN=CumulusTask, ANI=ae93f5ad-452d-4c52-8057-8d23864a8a8a, CED=5AA797871000018D0000004139ED7AD5, RCID=5004, MRDID=5011, CallAtVRU=1, OpCode=0, CallGUID=, CCAIConfigParam=, OpType=0 
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) CID=(154526,37051928):CumulusTask:Step 1 sending call to Agent 5172

    Once an agent picked, the Router sends a Device PreCallIndicator message to the cti server in order to reserve the agent:
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) DeviceTargetPreCall_V14: CID=(154526,37051928), PerID=5000, PQID=5034, StepOrder=1, AGSTID=5172 NetworkCallFlags=0, InvokeID=635, GREET=, NumEnabledServices=2, EnabledServiceTypes=[ 1 2 ], CCAIConfigParam=4f62417b-bbea-44b9-9ba0-ba3e51ad8272 
    08:55:49:401 ra-rtr Trace: DN=CumulusTask, ANI=ae93f5ad-452d-4c52-8057-8d23864a8a8a, CED=5AA797871000018D0000004139ED7AD5, CustDBProvidedDigits=, RouteID=0, NetworkTargetID=0 
    08:55:49:401 ra-rtr Trace: RCKSeqNum=0, DelayQTime=0, DelayRouterTime=0, SGDelayQTime=0 
    08:55:49:401 ra-rtr Trace: CallGUID=, CustomrID=1 ServiceRequested=0 
    08:55:49:401 ra-rtr Trace: LocationParamPKID=, LocationParamName=, SIPHeader= 
    08:55:49:401 ra-rtr Trace: NIC_CalledPartyNumber=CumulusTask ECCPayloadID=1 
    08:55:49:401 ra-rtr Trace: OrigRCCallID{PhyCtrlID=0, RCID=0, DlgID=0x0} OrigOperationType=0

    At the same time, Router also sends a CONNECT message to the MR PG:
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) Connect: CID=(154526,37051928), EventSelect=0x0, ServiceType=0, RCID=5004, ECCPayloadID=1 Label(s)= InvokeID=635 
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) Deleting Dialog. 
    08:55:50:448 ra-rtr Trace: Agent 5172 from PG domain 5011. [na-0:3[0],RA*] to [res-0+1:3[0],R]

    SR. PIM

    MR PIM receives the CONNECT message from the Router and then sends a DO_THIS_WITH_TASK event to the CCP Server:
    08:55:49:391 PG2A-pim3 Trace: MR_Peripheral::On_Router_Connect:
    CONNECT RCID=5004 PID=5001 DID=4 DIDRelSeq#=0 CRS(RtrDate=154526,RtrCID=37051928) RCKSeq#=0 ErrorCode=0 TRTargetID=-1 CorrID= EventSel=0 SvcType=0 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE NetworkTransferEnabled=F ECCPayloadID=1 InvokeID=635 NICCalledParty#=CumulusTask SGSTID=5199 PQID=5034 SvcSTID=-1 AGSTID=5172 AGInfo=5172, MRDID=5011 Interruptible=1

    08:55:49:391 PG2A-pim3 Trace: PG->Application:
    Message = DO_THIS_WITH_TASK; Length = 135 bytes
    DialogueID = (4) Hex 00000004
    SendSeqNo = (1) Hex 00000001
    IcmTaskID = 154526:37051928: 1
    SkillGroup = (5199) Hex 0000144f
    Service = Undefined
    Agent = (5172) Hex 00001434
    AgentInfo: 5172
    Label: 
    ApplicationString2: 
    MRDID = (5011) Hex 00001393
    Interruptible = (1) Hex 00000001

    CTISVR

    Agent is RESERVED:
    08:55:49:391 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=RESERVED SGDur=0 St=RESERVED Dur=0 Reason=0 MRDID=5011 NumTasks=1 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=0 TerminalName=UCSFSJEFFERS 
    08:55:49:391 cg3A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument=1080 RouterCallKey=154526 37051928 1 NetworkTargetID=0 SvSkTargID=-1(-1) SkGroupSkTarID=5199(12282837) AgSkTargID=5172 ANI=ae93f5ad-452d-4c52-8057-8d23864a8a8a CED=5AA797871000018D0000004139ED7AD5 CallTypeID=5053 PreCallInvokeID=635 ProtocolReferenceGUID= NumEnabledServices=2 EnabledServiceTypes=[ 1 2 ] CCAIConfigParam=4f62417b-bbea-44b9-9ba0-ba3e51ad8272


    CCBU-CCPAPI

    SocialContact State = queued:
    0000000114: 192.168.1.1: Jan 30 2024 08:55:49.508 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@183bcad[author=user@email,title=Report Lost Credit Card,campaignIds=[100081],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[cisco_uq_tag, discard_on_recovery],oldTags=[cisco_uq_tag, discard_on_recovery],screenPopUrl=,socialContactExtensionFields={cv_1=Scott McTominay, cv_3=123456789, mrdID=5011, cv_2=Report Lost Credit Card, scriptSelector=CumulusTask, mrdIsInterruptible=true, cv_4=user@email, taskID=154526_37051928_1},socialContactId=5AA797871000018D0000004139ED7AD5,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Tue Jan 30 08:55:49 EST 2024,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=queued,socialContactStatusDate=Tue Jan 30 08:55:49 EST 2024,socialContactStatusReason=externally_routed,socialContactStatusUserId=system,socialContactTags=[],sourceType=task,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0,originalRequestTimeStamp=0]]: A DSNotificationEvent received 
    0000000115: 192.168.1.1: Jan 30 2024 08:55:49.509 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_START: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign]: Publishing contact 
    0000000116: 192.168.1.1: Jan 30 2024 08:55:49.511 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_END: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign][Payload=<SocialContact><author>user@email</author><campaignPublicId>WCS_Campaign</campaignPublicId><chatIsInvited>false</chatIsInvited><extensionFields><extensionField><name>mrdIsInterruptible</name><value>true</value></extensionField><extensionField><name>cv_4</name><value>user@email</value></extensionField><extensionField><name>cv_1</name><value>Scott McTominay</value></extensionField><extensionField><name>cv_3</name><value>123456789</value></extensionField><extensionField><name>mrdID</name><value>5011</value></extensionField><extensionField><name>cv_2</name><value>Report Lost Credit Card</value></extensionField><extensionField><name>scriptSelector</name><value>CumulusTask</value></extensionField><extensionField><name>taskID</name><value>154526_37051928_1</value></extensionField></extensionFields><id>5AA797871000018D0000004139ED7AD5</id><publishedDate>1706622949233</publishedDate><refURL>http://sm1.dcloud.cisco.com/ccp-webapp/ccp/socialcontact/5AA797871000018D0000004139ED7AD5</refURL><sourceType>task</sourceType><status>queued</status><statusReason>externally_routed</statusReason><statusTimestamp>1706622949256</statusTimestamp><statusUserId>system</statusUserId><tags><tag>cisco_uq_tag</tag><tag>discard_on_recovery</tag></tags><title>Report Lost Credit Card</title></SocialContact>]: Published contact

    SocialContact State = reserved:
    0000000118: 192.168.1.1: Jan 30 2024 08:55:49.573 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@3d6d46[author=user@email,title=Report Lost Credit Card,campaignIds=[100081],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[cisco_uq_tag, discard_on_recovery],oldTags=[cisco_uq_tag, discard_on_recovery],screenPopUrl=,socialContactExtensionFields={cv_1=Scott McTominay, cv_3=123456789, mrdID=5011, cv_2=Report Lost Credit Card, scriptSelector=CumulusTask, mrdIsInterruptible=true, cv_4=user@email, taskID=154526_37051928_1},socialContactId=5AA797871000018D0000004139ED7AD5,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Tue Jan 30 08:55:49 EST 2024,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=reserved,socialContactStatusDate=Tue Jan 30 08:55:49 EST 2024,socialContactStatusReason=externally_routed,socialContactStatusUserId=5172,socialContactTags=[],sourceType=task,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0,originalRequestTimeStamp=0]]: A DSNotificationEvent received 
    0000000119: 192.168.1.1: Jan 30 2024 08:55:49.573 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_START: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign]: Publishing contact 
    0000000120: 192.168.1.1: Jan 30 2024 08:55:49.574 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_END: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign][Payload=<SocialContact><author>user@email</author><campaignPublicId>WCS_Campaign</campaignPublicId><chatIsInvited>false</chatIsInvited><extensionFields><extensionField><name>mrdIsInterruptible</name><value>true</value></extensionField><extensionField><name>cv_4</name><value>user@email</value></extensionField><extensionField><name>cv_1</name><value>Scott McTominay</value></extensionField><extensionField><name>cv_3</name><value>123456789</value></extensionField><extensionField><name>mrdID</name><value>5011</value></extensionField><extensionField><name>cv_2</name><value>Report Lost Credit Card</value></extensionField><extensionField><name>scriptSelector</name><value>CumulusTask</value></extensionField><extensionField><name>taskID</name><value>154526_37051928_1</value></extensionField></extensionFields><id>5AA797871000018D0000004139ED7AD5</id><publishedDate>1706622949233</publishedDate><refURL>http://sm1.dcloud.cisco.com/ccp-webapp/ccp/socialcontact/5AA797871000018D0000004139ED7AD5</refURL><sourceType>task</sourceType><status>reserved</status><statusReason>externally_routed</statusReason><statusTimestamp>1706622949256</statusTimestamp><statusUserId>5172</statusUserId><tags><tag>cisco_uq_tag</tag><tag>discard_on_recovery</tag></tags><title>Report Lost Credit Card</title></SocialContact>]: Published contact

    WEBSERVICES y CTISVR

    OFFER_TASK_IND sent to cti server by Finesse:
    103624: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:55:58.952 -0500]: [COMMAND_POOL-1-worker-9]: [c.c.c.f.a.a.c.CCECTIWriter]: [MESSAGE_TO_CTI_SERVER] Message going to the backend cti server cti_message_name: OfferTaskIndication, invokeId :35464 , mrdId: 5011, icmAgentId : 5172, taskId: 154526_37051928_1, skillGropupId : 5199, armServiceId : -1

    08:55:58:923 cg3A-ctisvr Session 3: MsgType:OFFER_TASK_IND (InvokeID:0x8a88 MRDID:5011 ICMAgentID:5172 
    08:55:58:923 cg3A-ctisvr Session 3: TaskID:154526/37051928/1ARMSkillGroupID:5199 ARMServiceID:N/A ) 
    08:55:58:923 cg3A-ctisvr Trace: ProcessOfferTaskInd - sessionID 3 
    08:55:58:923 cg3A-ctisvr Trace: SendARMMsg: ARM_OFFER_TASK_IND-- InvokeID = 35464, ClientInvokeID = 35464, MRDID = 5011, ICMAgentID = 5172, TaskID = 154526/37051928/1
    SkillGroupID = 5199, ServiceID = -1, SessionID = 3

    In response, OFFER_TASK_EVENT is sent to Finesse:
    08:55:58:923 cg3A-ctisvr Trace: OFFER_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5011 
    08:55:58:923 cg3A-ctisvr Trace: TaskID=154526:37051928:1 ICMAgentID=5172 SkillGroupID=5199 
    08:55:58:923 cg3A-ctisvr Trace: ServiceID=2671908 ApplicationRouted

    SERVICIOS WEB

    OfferTaskEvent received by Finesse:
    103629: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:55:58.953 -0500]: [EVENT_POOL-1-worker-17]: [c.c.c.f.a.a.m.RunnableHandler]: [MESSAGE_FROM_CTI_SERVER] Message coming to Finesse from backend cti server Name of the CTI Message: OfferTaskEvent, Entire cti message payload: CTIOfferTaskEvent [ invokeID=null, cti_sequence_id=43400, msgID=194, msgName=OfferTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, peripheralType=4, mrdId=5011, icmAgentID=5172, taskId=154526_37051928_1, skillGroupID=5199, serviceID=-1, applicationRouted=true] 
    103630: [INFO]: [call-id [154526_37051928_1]] [agent-id [1080]]: [Jan 30 2024 08:55:58.954 -0500]: [EVENT_POOL-1-worker-17]: [c.c.c.f.c.XMPPPublishUtils]: [XMPP_PUBLISH_ASYNCHRONOUS] Publishing XMPP Message Asynchronously. node_id: /finesse/api/User/1080/Dialogs/Media, payload: <notification xmlns='http://jabber/protocol/pubsub'><Update><data><dialog><taskId><routerCallKeyDay>154526</routerCallKeyDay><routerCallKeyCallID>37051928</routerCallKeyCallID><routerCallKeySequenceNum>1</routerCallKeySequenceNum></taskId><id>154526_37051928_1</id><mediaProperties><mediaId>5011</mediaId><dialedNumber>CumulusTask</dialedNumber><queueNumber>12282837</queueNumber><queueName>CumulusTask</queueName><callKeyCallId>37051928</callKeyCallId><callKeyPrefix>154526</callKeyPrefix><callKeySequenceNum>1</callKeySequenceNum></mediaProperties><mediaType>Tasks</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>TRANSFER</action><action>START</action><action>CLOSE</action></actions><mediaAddress>1080</mediaAddress><mediaAddressType></mediaAddressType><startTime>2024-01-30T13:55:49.426Z</startTime><state>ACCEPTED</state><stateCause></stateCause><stateChangeTime>2024-01-30T13:55:58.953Z</stateChangeTime></Participant></participants><state>ACCEPTED</state><uri>/finesse/api/Dialog/154526_37051928_1</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/154526_37051928_1</source></Update></notification> 
    103631: [INFO]: [call-id [154526_37051928_1]] [agent-id [1080]]: [Jan 30 2024 08:55:58.954 -0500]: [EVENT_POOL-1-worker-17]: [c.c.c.f.c.c.d.CommandDispatcher]: [[COMMAND_DISPATCHER]] DnE-CHECKPOINT-5 - SEQS: [154526_37051928_1], dispatch_stats: CTI_CMD_QUEUE_TIME: 0, CTI_CMD_DISPATCH_TIME: 0, CTI_CMD_EXECUTION_TIME: 1, CTI_CMD_TOTAL_EXECUTION_TIME: 1, message_overall_stats: CTI_MSG_RCV_TIME:Jan 30 2024 08:55:58.953,CTI_MSG_TOTAL_PROCESSING_TIME:1,CTI_MSG_QUEUED_FOR_DECODING_TIME:0,CTI_MSG_DECODE_TIME:0,CTI_MSG_ACMI_NOTIFY_TIME:0,CTI_MSG_DISPATCH_TIME:0,CTI_MSG_PROCESSING_TIME:1,CTI_MSG_LATENCY:-1,CTI_SOCKET_WAIT_TIME:-1, payload: CTIOfferTaskEvent [ invokeID=null, cti_sequence_id=43400, msgID=194, msgName=OfferTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, peripheralType=4, mrdId=5011, icmAgentID=5172, taskId=154526_37051928_1, skillGroupID=5199, serviceID=-1, applicationRouted=true]

    Finesse now sends START_TASK_IND to cti server:
    104059: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:56:53.772 -0500]: [COMMAND_POOL-1-worker-11]: [c.c.c.f.a.a.c.CCECTIWriter]: [MESSAGE_TO_CTI_SERVER] Message going to the backend cti server cti_message_name: StartTaskIndication, invokeId=35655, mrdId=5011, icmAgentId=5172, taskId=154526_37051928_1, armSkillGroupId=5199, armServiceId=-1

    CTISVR

    START_TASK_IND received from Finesse:
    08:56:53:745 cg3A-ctisvr Session 3: MsgType:START_TASK_IND (InvokeID:0x8b47 MRDID:5011 ICMAgentID:5172 
    08:56:53:745 cg3A-ctisvr Session 3: TaskID:154526/37051928/1ARMSkillGroupID:5199 ARMServiceID:N/A ) 
    08:56:53:745 cg3A-ctisvr Trace: ProcessStartTaskInd - sessionID 3 
    08:56:53:745 cg3A-ctisvr Trace: SendARMMsg: ARM_START_TASK_IND-- InvokeID = 35655, ClientInvokeID = 35655, MRDID = 5011, ICMAgentID = 5172, TaskID = 154526/37051928/1
    SkillGroupID = 5199, ServiceID = -1, SessionID = 3

    Agent is now in the ACTIVE state:
    08:56:53:745 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=ACTIVE SGDur=0 St=ACTIVE Dur=0 Reason=0 MRDID=5011 NumTasks=1 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=1 TerminalName=UCSFSJEFFERS

    START_TASK_EVENT is sent to Finesse:
    // Once the agent is moved to the ACTIVE state and the START_TASK_EVENT is sent to Finesse, this is when the agent is actively working on the task:
    08:56:53:745 cg3A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5011 
    08:56:53:745 cg3A-ctisvr Trace: TaskID=154526:37051928:1 ICMAgentID=5172 SkillGroupID=5199 
    08:56:53:745 cg3A-ctisvr Trace: ServiceID=2671908 ApplicationRouted

    SERVICIOS WEB

    StartTaskEvent received by Finesse:
    104066: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:56:53.774 -0500]: [EVENT_POOL-1-worker-19]: [c.c.c.f.a.a.m.RunnableHandler]: [MESSAGE_FROM_CTI_SERVER] Message coming to Finesse from backend cti server Name of the CTI Message: StartTaskEvent, Entire cti message payload: CTIStartTaskEvent [ invokeID=null, cti_sequence_id=43634, msgID=195, msgName=StartTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, peripheralType=4, mrdId=5011, icmAgentID=5172, taskId=154526_37051928_1, skillGroupID=5199, serviceID=-1, applicationRouted=true] 
    104067: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:56:53.774 -0500]: [EVENT_POOL-1-worker-19]: [c.c.c.f.c.XMPPPublishUtils]: [XMPP_PUBLISH_ASYNCHRONOUS] Publishing XMPP Message Asynchronously. node_id: /finesse/api/User/1080/Dialogs/Media, payload: <notification xmlns='http://jabber/protocol/pubsub'><Update><data><dialog><taskId><routerCallKeyDay>154526</routerCallKeyDay><routerCallKeyCallID>37051928</routerCallKeyCallID><routerCallKeySequenceNum>1</routerCallKeySequenceNum></taskId><id>154526_37051928_1</id><mediaProperties><mediaId>5011</mediaId><dialedNumber>CumulusTask</dialedNumber><queueNumber>12282837</queueNumber><queueName>CumulusTask</queueName><callKeyCallId>37051928</callKeyCallId><callKeyPrefix>154526</callKeyPrefix><callKeySequenceNum>1</callKeySequenceNum></mediaProperties><mediaType>Tasks</mediaType><participants><Participant><actions><action>PAUSE</action><action>UPDATE_CALL_DATA</action><action>WRAP_UP</action><action>TRANSFER</action><action>CLOSE</action></actions><mediaAddress>1080</mediaAddress><mediaAddressType></mediaAddressType><startTime>2024-01-30T13:55:49.426Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2024-01-30T13:56:53.774Z</stateChangeTime></Participant></participants><state>ACTIVE</state><uri>/finesse/api/Dialog/154526_37051928_1</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/154526_37051928_1</source></Update></notification> 
    104068: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:56:53.774 -0500]: [EVENT_POOL-1-worker-19]: [c.c.c.f.c.c.d.CommandDispatcher]: [[COMMAND_DISPATCHER]] DnE-CHECKPOINT-5 - SEQS: [154526_37051928_1], dispatch_stats: CTI_CMD_QUEUE_TIME: 0, CTI_CMD_DISPATCH_TIME: 0, CTI_CMD_EXECUTION_TIME: 0, CTI_CMD_TOTAL_EXECUTION_TIME: 0, message_overall_stats: CTI_MSG_RCV_TIME:Jan 30 2024 08:56:53.774,CTI_MSG_TOTAL_PROCESSING_TIME:0,CTI_MSG_QUEUED_FOR_DECODING_TIME:0,CTI_MSG_DECODE_TIME:0,CTI_MSG_ACMI_NOTIFY_TIME:0,CTI_MSG_DISPATCH_TIME:0,CTI_MSG_PROCESSING_TIME:0,CTI_MSG_LATENCY:-1,CTI_SOCKET_WAIT_TIME:-1, payload: CTIStartTaskEvent [ invokeID=null, cti_sequence_id=43634, msgID=195, msgName=StartTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, peripheralType=4, mrdId=5011, icmAgentID=5172, taskId=154526_37051928_1, skillGroupID=5199, serviceID=-1, applicationRouted=true]

    When the task is ended, END_TASK_IND is forwarded to the cti server by Finesse:
    104611: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.565 -0500]: [COMMAND_POOL-1-worker-13]: [c.c.c.f.a.a.c.CCECTIWriter]: [MESSAGE_TO_CTI_SERVER] Message going to the backend cti server cti_message_name: EndTaskIndication, Invoke id :35884 , mrdId: 5011, icmAgentId : 5172, taskId : 154526_37051928_1, icmDispositionCode: 38, appDispositionCode : 38

    CTISVR

    END_TASK_IND received from Finesse:
    08:58:10:536 cg3A-ctisvr Session 3: MsgType:END_TASK_IND (InvokeID:0x8c2c MRDID:5011 ICMAgentID:5172 
    08:58:10:536 cg3A-ctisvr Session 3: TaskID:154526/37051928/1ICMDisposition:38 ApplicationDisposition:38 WrapupData:"" ) 
    08:58:10:536 cg3A-ctisvr Trace: Decode string length error: element "WrapupData", strlen 0, fieldlen 2 ("") 
    08:58:10:536 cg3A-ctisvr Trace: ProcessEndTaskInd - sessionID 3 
    08:58:10:536 cg3A-ctisvr Trace: SendARMMsg: ARM_END_TASK_IND-- InvokeID = 35884, ClientInvokeID = 35884, TaskID = 154526/37051928/1, ICMDisposition = 38, ApplicationDisposition = 38, SessionID = 3
    WrapupData = , ApplicationData = 
    08:58:10:536 cg3A-ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 97 (CTI_END_TASK_EVENT) ...

    Agent is moved to NOT_ACTIVE status and END_TASK_EVENT is send back to Finesse:
    08:58:10:536 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=NOT_ACTIVE SGDur=0 St=NOT_ACTIVE Dur=0 Reason=0 MRDID=5011 NumTasks=1 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=0 TerminalName=UCSFSJEFFERS 
    08:58:10:536 cg3A-ctisvr Trace: END_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5011 
    08:58:10:536 cg3A-ctisvr Trace: TaskID=154526:37051928:1 PreviousTaskID=-1:-1:-1 
    08:58:10:536 cg3A-ctisvr Trace: ICMAgentID=5172

    SERVICIOS WEB

    EndTaskEvent received on Finesse from the CTISVR:
    104624: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.568 -0500]: [EVENT_POOL-1-worker-16]: [c.c.c.f.a.a.m.RunnableHandler]: [MESSAGE_FROM_CTI_SERVER] Message coming to Finesse from backend cti server Name of the CTI Message: EndTaskEvent, Entire cti message payload: CTIEndTaskEvent [ invokeID=null, cti_sequence_id=43904, msgID=199, msgName=EndTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, mrdId=5011, agentSkillTargetID=5172, previousICMTaskId=-1_-1_-1, taskId=154526_37051928_1, icmDispositionCode=38, applicationDispositionCode=38, wrapUpData=null, applicationData=null]

    END_TASK_EVENT_HANDLER update sent to the Finesse client:
    104625: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.568 -0500]: [EVENT_POOL-1-worker-16]: [c.c.c.f.a.a.m.EndTaskEventHandler]: [END_TASK_EVENT_HANDLER] EndTaskEventHandler : Received CTIEndTaskEvent with ARMTaskDispositionCode : 38 
    104626: [INFO]: [call-id [154526_37051928_1]] [agent-id [1080]]: [Jan 30 2024 08:58:10.569 -0500]: [EVENT_POOL-1-worker-16]: [c.c.c.f.c.XMPPPublishUtils]: [XMPP_PUBLISH_ASYNCHRONOUS] Publishing XMPP Message Asynchronously. node_id: /finesse/api/User/1080/Dialogs/Media, payload: <notification xmlns='http://jabber/protocol/pubsub'><Update><data><dialogs><Dialog><taskId><routerCallKeyDay>154526</routerCallKeyDay><routerCallKeyCallID>37051928</routerCallKeyCallID><routerCallKeySequenceNum>1</routerCallKeySequenceNum></taskId><id>154526_37051928_1</id><mediaProperties><mediaId>5011</mediaId><dialedNumber>CumulusTask</dialedNumber><queueNumber>12282837</queueNumber><queueName>CumulusTask</queueName><callKeyCallId>37051928</callKeyCallId><callKeyPrefix>154526</callKeyPrefix><callKeySequenceNum>1</callKeySequenceNum></mediaProperties><mediaType>Tasks</mediaType><participants><Participant><actions></actions><mediaAddress>1080</mediaAddress><mediaAddressType></mediaAddressType><startTime>2024-01-30T13:55:49.426Z</startTime><state>CLOSED</state><stateCause></stateCause><stateChangeTime>2024-01-30T13:58:10.569Z</stateChangeTime></Participant></participants><dispositionCode>CD_NORMAL_END_DIALOG</dispositionCode><state>CLOSED</state><uri>/finesse/api/Dialog/154526_37051928_1</uri></Dialog></dialogs></data><event>DELETE</event><requestId></requestId><source>/finesse/api/User/1080/Media/5011/Dialogs</source></Update></notification> 
    104627: [INFO]: [call-id [154526_37051928_1]] [agent-id [1080]]: [Jan 30 2024 08:58:10.569 -0500]: [EVENT_POOL-1-worker-16]: [c.c.c.f.c.c.d.CommandDispatcher]: [[COMMAND_DISPATCHER]] DnE-CHECKPOINT-5 - SEQS: [154526_37051928_1], dispatch_stats: CTI_CMD_QUEUE_TIME: 1, CTI_CMD_DISPATCH_TIME: 0, CTI_CMD_EXECUTION_TIME: 1, CTI_CMD_TOTAL_EXECUTION_TIME: 2, message_overall_stats: CTI_MSG_RCV_TIME:Jan 30 2024 08:58:10.567,CTI_MSG_TOTAL_PROCESSING_TIME:-1,CTI_MSG_QUEUED_FOR_DECODING_TIME:0,CTI_MSG_DECODE_TIME:0,CTI_MSG_ACMI_NOTIFY_TIME:0,CTI_MSG_DISPATCH_TIME:0,CTI_MSG_PROCESSING_TIME:-1,CTI_MSG_LATENCY:-1,CTI_SOCKET_WAIT_TIME:-1, payload: CTIEndTaskEvent [ invokeID=null, cti_sequence_id=43904, msgID=199, msgName=EndTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, mrdId=5011, agentSkillTargetID=5172, previousICMTaskId=-1_-1_-1, taskId=154526_37051928_1, icmDispositionCode=38, applicationDispositionCode=38, wrapUpData=null, applicationData=null]

    Finesse now makes a REST call to CCP for the EndTask event:
    104632: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.569 -0500]: [SM-TASK-NOTIFIER-POOL-1]: [c.c.c.f.c.u.s.EndTaskSmRestJob]: [SM_REST_OPERATION_MSG] agent_id: 1080, task_id: 154526_37051928_1, sm_contact_id: 5AA797871000018D0000004139ED7AD5. EndTaskSmRestJob : About to make a REST call to SM for EndTask. 

    CCP returns a successful response indicating that the SocialContact is closed and marked as Handled:
    104633: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.679 -0500]: [SM-TASK-NOTIFIER-POOL-1]: [c.c.c.f.c.s.SMRestClientImpl]: [SOCIALMINER_HTTP_RESPONSE] Received HTTP Response from SOCIAL-MINER. Status: 200 
    104634: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.679 -0500]: [SM-TASK-NOTIFIER-POOL-1]: [c.c.c.f.c.u.s.EndTaskSmRestJob]: [SM_REST_OPERATION_MSG] agent_id: 1080, task_id: 154526_37051928_1, sm_contact_id: 5AA797871000018D0000004139ED7AD5. EndTaskSmRestJob : Done making call to SM for EndTask with Response Status- 200.

    CCBU-CCAPI

    CCP receives a request from Finesse to close the SocialContact:
    0000001461: 192.168.1.1: Jan 30 2024 08:58:10.641 -0500: %CCBU_________CCPAPI-6-REST_API_INFO: CONTACT_CLOSE: Received Close Request for SocialContact with ID: 5AA797871000018D0000004139ED7AD5 

    SocialContact status is updated to Handled:
    0000001462: 192.168.1.1: Jan 30 2024 08:58:10.650 -0500: %CCBU_________CCPAPI-6-REST_API_INFO: CONTACT_CLOSE: SocialContact ID: 5AA797871000018D0000004139ED7AD5 is valid for Close Operation 
    0000000165: 192.168.1.1: Jan 30 2024 08:58:10.655 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Write to Cassandra for scId=5AA797871000018D0000004139ED7AD5 ;status= handled 
    0000000166: 192.168.1.1: Jan 30 2024 08:58:10.665 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Read from Cassandra before update Solr index returned for scId=5AA797871000018D0000004139ED7AD5 ;status= handled 
    0000001463: 192.168.1.1: Jan 30 2024 08:58:10.676 -0500: %CCBU_________CCPAPI-6-REST_API_INFO: CONTACT_CLOSE: Status for SocialContact: 5AA797871000018D0000004139ED7AD5 is updated to HANDLED 
    0000000121: 192.168.1.1: Jan 30 2024 08:58:10.680 -0500: %CCBU_______EVENTING-6-MSG_INCOMING_FROM_BUS: %[correlation_id=null][mid=ID:sm1.dcloud.cisco.com-35391-1706611083984-3:2:2:1:6][msg_kind=ActiveMQMapMessage][msg_type=NFY.NotificationEvent]: A message has been received by the message bus 
    0000000122: 192.168.1.1: Jan 30 2024 08:58:10.694 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@35210f[author=user@email,title=Report Lost Credit Card,campaignIds=[100081],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[cisco_uq_tag, discard_on_recovery],oldTags=[cisco_uq_tag, discard_on_recovery],screenPopUrl=,socialContactExtensionFields={cv_1=Scott McTominay, cv_3=123456789, mrdID=5011, cv_2=Report Lost Credit Card, scriptSelector=CumulusTask, mrdIsInterruptible=true, cv_4=user@email, taskID=154526_37051928_1},socialContactId=5AA797871000018D0000004139ED7AD5,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Tue Jan 30 08:55:49 EST 2024,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=handled,socialContactStatusDate=Tue Jan 30 08:55:49 EST 2024,socialContactStatusReason=externally_handled,socialContactStatusUserId=5172,socialContactTags=[],sourceType=task,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0,originalRequestTimeStamp=0]]: A DSNotificationEvent received 
    0000000034: 192.168.1.1: Jan 30 2024 08:58:10.694 -0500: %CCBU_______MSGPROXY-6-MSG_INCOMING_FROM_BUS: %[correlation_id=null][mid=ID:sm1.dcloud.cisco.com-35391-1706611083984-3:2:2:1:6][msg_kind=ActiveMQMapMessage][msg_type=NFY.NotificationEvent]: A message has been received by the message bus 
    0000000123: 192.168.1.1: Jan 30 2024 08:58:10.694 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_START: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign]: Publishing contact 
    0000000124: 192.168.1.1: Jan 30 2024 08:58:10.696 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_END: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign][Payload=<SocialContact><author>user@email</author><campaignPublicId>WCS_Campaign</campaignPublicId><chatIsInvited>false</chatIsInvited><extensionFields><extensionField><name>mrdIsInterruptible</name><value>true</value></extensionField><extensionField><name>cv_4</name><value>user@email</value></extensionField><extensionField><name>cv_1</name><value>Scott McTominay</value></extensionField><extensionField><name>cv_3</name><value>123456789</value></extensionField><extensionField><name>mrdID</name><value>5011</value></extensionField><extensionField><name>cv_2</name><value>Report Lost Credit Card</value></extensionField><extensionField><name>scriptSelector</name><value>CumulusTask</value></extensionField><extensionField><name>taskID</name><value>154526_37051928_1</value></extensionField></extensionFields><id>5AA797871000018D0000004139ED7AD5</id><publishedDate>1706622949233</publishedDate><refURL>http://sm1.dcloud.cisco.com/ccp-webapp/ccp/socialcontact/5AA797871000018D0000004139ED7AD5</refURL><sourceType>task</sourceType><status>handled</status><statusReason>externally_handled</statusReason><statusTimestamp>1706622949256</statusTimestamp><statusUserId>5172</statusUserId><tags><tag>cisco_uq_tag</tag><tag>discard_on_recovery</tag></tags><title>Report Lost Credit Card</title></SocialContact>]: Published contact

    Descargar registros de CCP

    Uso de RTMT

    RTMT

    Utilizar la línea de comandos de CCP

    Enumerar directorios y archivos:

    file list activelog mmca/logs/*
    OR 
    file list activelog mmca/logs/* detail

    admin:file list activelog mmca/logs/*
    <dir> ccp-chat-gateway
    <dir> ccp-ds-indexer
    <dir> ccp-ds-storage
    <dir> ccp-xmpp-server
    <dir> ccpapi
    <dir> ccppublicapps
    <dir> certMgmt
    <dir> orm
    <dir> runtime
    <dir> tomcat
    informix-stats.out install_report_server.sh.out
    mmca-drs-reg.log sm1_mmca_dbsetup.log
    dir count = 10, file count = 4

    Descargar archivos de registro:

    activelog

    CCP Chat Gateway Service
    file get activelog mmca/logs/ccp-chat-gateway/*

    CCP Datastore Service
    file get activelog mmca/logs/ccp-ds-storage/*

    CCP Indexer Service
    file get activelog mmca/logs/ccp-ds-indexer/*

    CCP ORM Service
    file get activelog mmca/logs/orm/*

    CCP Public REST API
    file get activelog mmca/logs/ccppublicapps/*

    CCP REST API
    file get activelog mmca/logs/ccpapi/*

    CCP Runtime Service
    file get activelog mmca/logs/runtime/*

    CCP XMPP Server Service
    file get activelog mmca/logs/ccp-xmpp-server/*

    CCP Tomcat
    file get activelog mmca/logs/tomcat/*

    Información Relacionada

    12.6(1)
    Guía de características de UCCE: enrutamiento de tareas

    12.6(2)
    Guía de características de UCCE: enrutamiento de tareas

    Soporte Técnico y Documentación - Cisco Systems

    Historial de revisiones

    Revisión Fecha de publicación Comentarios
    1.0
    14-Feb-2024
    Versión inicial
    TAC Authored

    Con la colaboración de ingenieros de Cisco

    • Joshua Raja

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