Contact Center Enterprise環境でのタスクルーティングイベントの追跡

Updated: 2024 年 2 月 14 日
Document ID:221684

偏向のない言語

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翻訳について

シスコは世界中のユーザにそれぞれの言語でサポート コンテンツを提供するために、機械と人による翻訳を組み合わせて、本ドキュメントを翻訳しています。ただし、最高度の機械翻訳であっても、専門家による翻訳のような正確性は確保されません。シスコは、これら翻訳の正確性について法的責任を負いません。原典である英語版（リンクからアクセス可能）もあわせて参照することを推奨します。

    はじめに

    このドキュメントでは、Contact Center Enterprise(CCE)環境のエージェントにルーティングされる新しいタスクのメッセージフローについて説明します。

    前提条件

    要件

    次の項目に関する知識があることが推奨されます。

    • Cisco Customer Collaboration Platform(CCP)
    • Cisco Finesse
    • Cisco Packaged Contact Center Enterprise(PCCE)
    • Cisco Unified Contact Center Enterprise（UCCE）

    使用するコンポーネント

    このドキュメントの情報は、次のソフトウェアとハードウェアのバージョンに基づいています。

    • ICMバージョン：12.6(1)
    • Finesseバージョン：12.6(1)
    • CCPバージョン：12.5(1) SU1

    このドキュメントの情報は、特定のラボ環境にあるデバイスに基づいて作成されました。このドキュメントで使用するすべてのデバイスは、クリアな（デフォルト）設定で作業を開始しています。本稼働中のネットワークでは、各コマンドによって起こる可能性がある影響を十分確認してください。

    必要なログ

    • CCPパブリックREST API(CCBU-ccppublicapps)
    • CCP REST API(CCBU-CCPAPI)
    • CCPランタイムサービス(CCBU-runtime)
    • FinesseデスクトップWebサービス
    • ICM CTIサーバ(ctisvr)
    • ICMメディアルーティングPIM(mr pim)
    • ICMルータ(rtr)
    note-icon

    注：

    • Webサービスログ内のタスクの詳細な追跡を行うには、utils finesse log configuration update webservices ROOT TRACEコマンドを使用して、Finesse WebServices内でより高いトレースレベルを有効にします。
    • ログ設定レベルをDEBUGまたはTRACEに更新すると、Finesseシステムのパフォーマンスに影響する可能性があります。

    背景説明

    タスクルーティングとは、異なるメディアチャネルからの要求をコンタクトセンター内の任意のエージェントにルーティングするシステムの機能を意味します。
    サードパーティ製マルチチャネルアプリケーションは、タスクルーティングAPIを通じてCCEと統合することで、ユニバーサルキューを使用できます。
    タスクルーティングAPIは、CCEでサードパーティのマルチチャネルタスクを要求、キューイング、ルーティング、および処理するための標準的な方法を提供します。

    CCPおよびタスクルーティング

    サードパーティのマルチチャネルアプリケーションは、CCPのタスクAPIを使用して、音声以外のタスクをCCEに送信します。
    APIはCCPタスクフィード、キャンペーン、および通知と連携して、タスク要求をコンタクトセンターに渡してルーティングします。
    タスクAPIは、タスク要求のコール変数およびECC変数の使用をサポートしています。これらの変数を使用して、チャットルームのURLや電子メールハンドルなどのメディアの属性を含む、ユーザ固有の情報を要求とともに送信します。

    TaskRouting

    ログ分析

    単純なメッセージフロー

    1.サードパーティのマルチチャネルアプリケーションがMR PGにNEW_TASKイベントを送信します。

    2. MR PGはこのNEW_TASK要求を消費し、設定された着信番号(DN)を使用して「ルート」要求をルータに送信します

    3. DNに基づいて、ルータは関連付けられたスクリプトを実行し、使用可能なエージェントが選択されます。

    4.ルータは次にDEVICE_TARGET_PRE_CALL_INDをエージェントPGのopcに送信し、それに基づいてctisvrはエージェントをRESERVED状態にします。

    • 同時に、ルータはMR PGにCONNECTメッセージも送信します。

    5. MR PGはDO_THIS_WITH_TASKイベントをアプリケーションに送信します。

    6.アプリケーションは、エージェントにタスクが提供されたことを示すOFFER_TASK_INDをctisvrに送信します。

    • 応答として、ctisvrは、指定されたエージェントが指定されたタスクを処理するために予約されたことを確認するOFFER_TASK_EVENTを返信します

    7.次に、アプリケーションはエージェントが開始したことを示すSTART_TASK_INDをctisvrに送信します。

    • Ctisvrは、指定されたエージェントがタスクの処理を開始したことを確認するSTART_TASK_EVENTで応答します。

    8.これらのSTART_TASK_INDイベントの処理中に、ctisvrは音声以外のMRDのエージェントステータスをACTIVEに更新し、セッションがアクティブになります。

    9.セッションが終了すると、タスクが終了したことを示すEND_TASK_INDメッセージがctisvrによって受信され、応答としてEND_TASK_EVENTメッセージが送信されます。

    音声以外のメディアルーティングドメイン(MRD)のエージェント状態：

    • 受信不可：エージェントはMRDにログインしているが、受信不可状態である
    • 非アクティブ：エージェントはMRDにログインしており、Ready状態です。
    • RESERVED：タスクがエージェントに提示されます。
    • ACTIVE：タスクが受け入れられ、エージェントがタスクの処理に積極的に関与しています。

    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ランタイム

    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ランタイム

    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ランタイム

    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

    MR PIMの場合

    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]

    MR PIMの場合

    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（シスコユニファイドコミュニケーション）

    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

    WEBサービスと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

    WEBサービス

    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

    WEBサービス

    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

    WEBサービス

    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

    CCPログのダウンロード

    RTMTの使用

    RTMT

    CCPコマンドラインの使用

    ディレクトリとファイルの一覧表示：

    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

    ログファイルのダウンロード：

    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/*

    関連情報

    12.6(1)
    UCCE機能ガイド – タスクルーティング

    12.6(2)
    UCCE機能ガイド – タスクルーティング

    テクニカル サポートとドキュメント - Cisco Systems

    更新履歴

    改定 発行日 コメント
    1.0
    14-Feb-2024
    初版
    TAC Authored

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