Inhalt

Einleitung

Voraussetzungen

Anforderungen:

Verwendete Komponente:

Hintergrund

Bereitstellungsarchitektur

Protokolle

WebEx Connect-Portal

Cloud Connect - Digitales Routing

Router

Flüssiggas

Browser-Konsole

Zugehörige Informationen

Einleitung

In diesem Dokument wird der Meldungsfluss für eine neue Aufgabe beschrieben, die an einen Mitarbeiter in einer mit WebEx Connect integrierten Contact Center Enterprise-Lösung weitergeleitet wird.

Voraussetzungen

Anforderungen:

Cisco empfiehlt, dass Sie über Kenntnisse in folgenden Bereichen verfügen:

- Cisco Packaged Contact Center Enterprise (PCCE)

- Cisco Unified Contact Center Enterprise (UCCE)

- WebEx Connect

Verwendete Komponente:

Die Informationen in diesem Dokument basierend auf folgenden Software- und Hardware-Versionen:

- ICM-Version: 12.6(2)

- Finesse-Version: 12.6(2)

- WebEx Control Hub

- WebEx Connect-Portal

- WebEx Engage-Portal

Die Informationen in diesem Dokument beziehen sich auf Geräte in einer speziell eingerichteten Testumgebung. Alle Geräte, die in diesem Dokument benutzt wurden, begannen mit einer gelöschten (Nichterfüllungs) Konfiguration. Wenn Ihr Netzwerk in Betrieb ist, stellen Sie sicher, dass Sie die möglichen Auswirkungen aller Befehle kennen.

Hintergrund

WebEx Connect ermöglicht es der Contact Center-Branche und ihren Kunden, über digitale Kanäle wie E-Mail, Chat und SMS zu interagieren. Die Contact Center Enterprise (CCE)-Lösung lässt sich mit WebEx Connect integrieren und schafft so eine nahtlose Omni-Channel-Umgebung für Kunden. Diese Integration ermöglicht die Interaktion über Sprach- und digitale Kommunikationskanäle. WebEx Connect bietet eine umfassende Self-Service- und Bot-Integration, mit der Kunden Antworten auf häufig gestellte Fragen erhalten können. Sie bietet eine einheitliche Lösung für integriertes Routing, Agent Desktop und Reporting-Services. WebEx Connect bietet ein vereinfachtes Framework, das Partner und Kunden bei der Interaktion über digitale Kanäle unterstützt.

Bereitstellungsarchitektur

Komponentenübersicht

Aktivitäts-Routing

Protokolle

WebEx Connect-Portal

Knoten - APP-Ereignis konfigurieren

- Dieser Knoten ist der Startpunkt im Fluss. Die Protokolle für diesen Knoten zeigen Details wie den im WebEx Connect-Portal konfigurierten App Entry Point, die URL, von der aus das Chat-Formular initiiert wurde usw.

Knoten - Pre-Chat-Formular

- Die Protokolle für diesen Knoten zeigen die Fragen an, die aus der im WebEx Connect-Portal erstellten Chat-Vorlage geladen wurden.

Knoten - Empfangen

- Die Protokolle für diesen Knoten zeigen die Antworten auf die Fragen an, die aus der Chat-Vorlage geladen wurden.

Knoten - CCE-Aufgabe erstellen

- Dieser Knoten ruft die Contact Center Enterprise Task-API auf, um eine neue Aufgabe zu erstellen. Bei der Konfiguration von Flows in WebEx Connect ist dieser Knoten zum Erstellen der Aufgabe in Contact Center Enterprise erforderlich.

Cloud Connect - Digitales Routing

## Incoming NEW_TASK request coming in from the 'CCE Create Task' node Webex Connect Flow:

[INFO ] 2024-07-11 14:05:45.989 [http-nio-127.0.0.1-8091-exec-9:60] [WebexConnect_22be296b-bc6b-4a6f-af6d-a84c0fb67a01] TrackingIdFilter - Request with trackingId WebexConnect_22be296b-bc6b-4a6f-af6d-a84c0fb67a01 received from remote address 198.18.134.93.

[DEBUG] 2024-07-11 14:05:46.024 [TaskNotificationProcessor-3:153] [] TaskNotificationProcessor - Notification received from queue for task: WebhookNotification(id=dfedd569-f202-4d20-8baa-ff91e3ab0337, specversion=v1, refUrl=/v1/tasks/22be296b-bc6b-4a6f-af6d-a84c0fb67a01, data=Task{taskType='null', id='22be296b-bc6b-4a6f-af6d-a84c0fb67a01', orgId='null', customerId='customer@example.com', origin='976b22d6-1e7b-4702-9a39-9de1d7024884', destination='AA02142539', mediaType='chat', mediaChannel='chat', state='created', owner=null, queue='null', direction='inbound', createdTime=1720721146009, lastUpdatedTime=1720721146016, scriptSelector='WxConnectChat1', preferredOwner=null', estimatedWaitTime =-1, variables=[Variable{name='user_DR_CustomerName', type='String', value='Customer'}, Variable{name='user_DR_MediaResourceID', type='String', value='CSR4PMKEIFWI7EMX'}, Variable{name='ChatThreadID', type='String', value='4d2bf67e-42af-4fd8-840d-95dc0cb847da'}], links=Links{webhook=Link{href='https://integrations.eu.webexconnect.io/v1/integration/cce/tenant/Ciscolivetenant01', method='POST'}}, history=null})

[DEBUG] 2024-07-11 14:05:46.025 [TaskNotificationProcessor-3:153] [] NotificationRestClient - Sending notification for taskId: 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 with state: created on URL: https://integrations.eu.webexconnect.io/v1/integration/cce/tenant/Ciscolivetenant01

[DEBUG] 2024-07-11 14:05:46.025 [TaskNotificationProcessor-3:153] [] NotificationRestClient - incrementing the current webhook counter from 0 to 1

[INFO ] 2024-07-11 14:05:46.025 [http-nio-127.0.0.1-8091-exec-9:60] [WebexConnect_22be296b-bc6b-4a6f-af6d-a84c0fb67a01] MediaChannelMaxTasksController - Enqueuing Request message at Media layer : NEW_TASK

[INFO ] 2024-07-11 14:05:46.031 [http-nio-127.0.0.1-8091-exec-9:60] [WebexConnect_22be296b-bc6b-4a6f-af6d-a84c0fb67a01] MediaChannelMaxTasksController - Enqueued NEW_TASK:22be296b-bc6b-4a6f-af6d-a84c0fb67a01 for chat NewTaskProcessor

## This NEW_TASK request is then sent to the MR-PIM:

[INFO ] 2024-07-11 14:05:46.038 [ApiRequestsProcessorThread:211] [] MrRequestProcessor - NEW_TASK Request is sent for TaskID 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 DialogID 14

[INFO ] 2024-07-11 14:05:46.038 [ApiRequestsProcessorThread:211] [] MrRequestProcessor - Sent RequestMessage{requestType=NEW_TASK, taskID=22be296b-bc6b-4a6f-af6d-a84c0fb67a01} to MRPIM

[DEBUG] 2024-07-11 14:05:46.038 [ApiRequestsProcessorThread:211] [] MrRequestProcessor - Sent NewTaskV5{dialogueID=14, sendSeqNo=1, mrDomainID=5016, previousTask= ICMTaskId: -1.-1.-1, preferredAgent=-1, service=-1, ciscoReserved=0, serviceRequested=0, queueType=0, queueID=-1, scriptSelector=WxConnectChat1, applicationString1=null, applicationString2=22be296b-bc6b-4a6f-af6d-a84c0fb67a01} to MRPIM

## Task state is queued and then routed:

[INFO ] 2024-07-11 14:05:46.044 [ApiRequestsProcessorThread:211] [] RedissonQueues - Enqueued Notification on queue webhookQueue-3 for Task 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 and State queued

[INFO ] 2024-07-11 14:05:46.052 [MRProcessorThread:136] [] RedissonQueues - Enqueued Notification on queue webhookQueue-3 for Task 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 and State routed

[DEBUG] 2024-07-11 14:05:46.055 [MRProcessorThread:136] [] ServiceCounterTrace - DrapiCountersCurrentIntervalMXBean : TasksRouted counter value is 1 ,task id is 22be296b-bc6b-4a6f-af6d-a84c0fb67a01

[INFO ] 2024-07-11 14:05:46.540 [TaskNotificationProcessor-3:153] [] NotificationRestClient - Sending notification succeeded for taskId: 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 with state: created in 514 ms

[DEBUG] 2024-07-11 14:05:46.542 [TaskNotificationProcessor-3:153] [] ServiceCounterTrace - DrapiCountersCurrentIntervalMXBean : WebhookNotify counter value is 1 ,task id is 22be296b-bc6b-4a6f-af6d-a84c0fb67a01

[DEBUG] 2024-07-11 14:05:46.543 [TaskNotificationProcessor-3:153] [] TaskNotificationProcessor - Notification received from queue for task: WebhookNotification(id=957bf67e-3169-430e-a3d8-2667bcd90f73, specversion=v1, refUrl=/v1/tasks/22be296b-bc6b-4a6f-af6d-a84c0fb67a01, data=Task{taskType='null', id='22be296b-bc6b-4a6f-af6d-a84c0fb67a01', orgId='null', customerId='customer@example.com', origin='976b22d6-1e7b-4702-9a39-9de1d7024884', destination='AA02142539', mediaType='chat', mediaChannel='chat', state='queued', owner=null, queue='null', direction='inbound', createdTime=1720721146009, lastUpdatedTime=1720721146040, scriptSelector='WxConnectChat1', preferredOwner=null', estimatedWaitTime =-1, variables=[Variable{name='user_DR_CustomerName', type='String', value='Customer'}, Variable{name='user_DR_MediaResourceID', type='String', value='CSR4PMKEIFWI7EMX'}, Variable{name='ChatThreadID', type='String', value='4d2bf67e-42af-4fd8-840d-95dc0cb847da'}], links=Links{webhook=Link{href='https://integrations.eu.webexconnect.io/v1/integration/cce/tenant/Ciscolivetenant01', method='POST'}}, history=null})

[DEBUG] 2024-07-11 14:05:46.543 [TaskNotificationProcessor-3:153] [] NotificationRestClient - Sending notification for taskId: 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 with state: queued on URL: https://integrations.eu.webexconnect.io/v1/integration/cce/tenant/Ciscolivetenant01

[INFO ] 2024-07-11 14:05:46.656 [TaskNotificationProcessor-3:153] [] NotificationRestClient - Sending notification succeeded for taskId: 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 with state: queued in 112 ms

[DEBUG] 2024-07-11 14:05:46.658 [TaskNotificationProcessor-3:153] [] ServiceCounterTrace - DrapiCountersCurrentIntervalMXBean : WebhookNotify counter value is 2 ,task id is 22be296b-bc6b-4a6f-af6d-a84c0fb67a01

[DEBUG] 2024-07-11 14:05:46.659 [TaskNotificationProcessor-3:153] [] TaskNotificationProcessor - Notification received from queue for task: WebhookNotification(id=e40b105f-0863-4bc9-bb02-e9732e4bdf02, specversion=v1, refUrl=/v1/tasks/22be296b-bc6b-4a6f-af6d-a84c0fb67a01, data=Task{taskType='null', id='22be296b-bc6b-4a6f-af6d-a84c0fb67a01', orgId='null', customerId='customer@example.com', origin='976b22d6-1e7b-4702-9a39-9de1d7024884', destination='AA02142539', mediaType='chat', mediaChannel='chat', state='routed', owner=5172, queue='null', direction='inbound', createdTime=1720721146009, lastUpdatedTime=1720721146050, scriptSelector='WxConnectChat1', preferredOwner=null', estimatedWaitTime =-1, variables=[Variable{name='user_DR_MediaResourceID', type='String', value='CSR4PMKEIFWI7EMX'}, Variable{name='user_DR_CustomerName', type='String', value='Customer'}, Variable{name='user_DR_MediaChannelName', type='String', value='chat'}, Variable{name='user_DR_Primary', type='String', value='0cloudconnect1.dcloud.cisco.com'}, Variable{name='user_DR_Backup', type='String', value='0'}, Variable{name='ChatThreadID', type='String', value='4d2bf67e-42af-4fd8-840d-95dc0cb847da'}], links=Links{webhook=Link{href='https://integrations.eu.webexconnect.io/v1/integration/cce/tenant/Ciscolivetenant01', method='POST'}}, history=null})

[DEBUG] 2024-07-11 14:05:46.659 [TaskNotificationProcessor-3:153] [] NotificationRestClient - Sending notification for taskId: 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 with state: routed on URL: https://integrations.eu.webexconnect.io/v1/integration/cce/tenant/Ciscolivetenant01

[DEBUG] 2024-07-11 14:05:46.659 [TaskNotificationProcessor-3:153] [] NotificationRestClient - incrementing the current webhook counter from 2 to 3

[INFO ] 2024-07-11 14:05:46.764 [TaskNotificationProcessor-3:153] [] NotificationRestClient - Sending notification succeeded for taskId: 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 with state: routed in 104 ms

[DEBUG] 2024-07-11 14:05:46.765 [TaskNotificationProcessor-3:153] [] ServiceCounterTrace - DrapiCountersCurrentIntervalMXBean : WebhookNotify counter value is 3 ,task id is 22be296b-bc6b-4a6f-af6d-a84c0fb67a01

.

.

.

.

## TASK is now ended successfully:

[DEBUG] 2024-07-11 14:07:37.615 [http-nio-127.0.0.1-8091-exec-7:58] [] FilterChainProxy - Securing POST /v1/tasks/22be296b-bc6b-4a6f-af6d-a84c0fb67a01/taskAction

[DEBUG] 2024-07-11 14:07:37.615 [http-nio-127.0.0.1-8091-exec-7:58] [] FilterChainProxy - Securing POST /v1/tasks/22be296b-bc6b-4a6f-af6d-a84c0fb67a01/taskAction

[DEBUG] 2024-07-11 14:07:37.679 [http-nio-127.0.0.1-8091-exec-7:58] [FINESSE_b8526c49-5dfc-43b4-ba55-1a2b3ee0734b] RequestMappingHandlerMapping - Mapped to com.cisco.ccbu.dr.api.taskaction.TaskActionController#taskActionRequest(String, TaskActionRequest)

[INFO ] 2024-07-11 14:07:37.679 [http-nio-127.0.0.1-8091-exec-7:58] [FINESSE_b8526c49-5dfc-43b4-ba55-1a2b3ee0734b] InactiveRequestFilter - No handler found or filter not enabled for the request /drapi/v1/tasks/22be296b-bc6b-4a6f-af6d-a84c0fb67a01/taskAction. Proceed with default filter..

[INFO ] 2024-07-11 14:07:37.701 [http-nio-127.0.0.1-8091-exec-7:58] [FINESSE_b8526c49-5dfc-43b4-ba55-1a2b3ee0734b] RedissonQueues - Enqueued Notification on queue webhookQueue-3 for Task 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 and State closed

[DEBUG] 2024-07-11 14:07:37.703 [TaskNotificationProcessor-3:153] [] NotificationRestClient - Sending notification for taskId: 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 with state: closed on URL: https://integrations.eu.webexconnect.io/v1/integration/cce/tenant/Ciscolivetenant01

[DEBUG] 2024-07-11 14:07:37.703 [TaskNotificationProcessor-3:153] [] NotificationRestClient - incrementing the current webhook counter from 3 to 4

[INFO ] 2024-07-11 14:07:38.171 [TaskNotificationProcessor-3:153] [] NotificationRestClient - Sending notification succeeded for taskId: 22be296b-bc6b-4a6f-af6d-a84c0fb67a01 with state: closed in 467 ms

[DEBUG] 2024-07-11 14:07:38.173 [TaskNotificationProcessor-3:153] [] ServiceCounterTrace - DrapiCountersCurrentIntervalMXBean : WebhookNotify counter value is 4 ,task id is 22be296b-bc6b-4a6f-af6d-a84c0fb67a01

Router

## NewCall request received from MR PG:

14:05:46:019 ra-rtr Trace: (14 x 0 : 0 0) NewCall: CID=(154689,2448), DN=WxConnectChat1, ANI=, CED=, RCID=5007, MRDID=5016, CallAtVRU=1, OpCode=0, CallGUID=, CCAIConfigParam=, OpType=0

14:05:46:019 ra-rtr Trace: RCKSeqNum=-1, NIC_DN= ServiceRequested=0 OrigRCCallID{PhyCtrlID=0, RCID=0, DlgID=0}

14:05:46:019 ra-rtr Trace: ID Name Type Index Value

14:05:46:019 ra-rtr Trace: 5041 user_DR_CustomerName Scalar Customer

14:05:46:019 ra-rtr Trace: 5040 user_DR_MediaResourceID Scalar CSR4PMKEIFWI7EMX

14:05:46:019 ra-rtr Trace: 5038 user_DR_Primary Scalar 0cloudconnect1.dcloud.cisco.com

14:05:46:019 ra-rtr Trace: 5039 user_DR_Backup Scalar 0

14:05:46:019 ra-rtr Trace: 5042 user_DR_MediaChannelName Scalar chat

## RouteComplete:

14:05:46:019 ra-rtr Trace: (14 x 0 : 0 0) RouteComplete:

14:05:46:019 ra-rtr Trace: Route: DN=WxConnectChat1, ANI=, CED=, Label=

14:05:46:019 ra-rtr Trace: Route: CID=(154689,2448), Labels=1

## DeviceTargetPreCall message sent to the Agent PG with the ECC variables:

14:05:46:019 ra-rtr Trace: (14 x 0 : 0 0) DeviceTargetPreCall_V15: CID=(154689,2448), PerID=5000, SGSTID=5239, AGSTID=5172 NetworkCallFlags=0, InvokeID=28058, GREET=, NumEnabledServices=2, EnabledServiceTypes=[ 1 2 ], CCAIConfigParam=4f62417b-bbea-44b9-9ba0-ba3e51ad8272, UserToUser=22be296b-bc6b-4a6f-af6d-a84c0fb67a01

14:05:46:019 ra-rtr Trace: DN=WxConnectChat1, ANI=, CED=, CustDBProvidedDigits=, RouteID=5039, NetworkTargetID=0

14:05:46:019 ra-rtr Trace: RCKSeqNum=0, DelayQTime=0, DelayRouterTime=0, SGDelayQTime=0

14:05:46:019 ra-rtr Trace: CallGUID=, CustomerID=1 ServiceRequested=0

14:05:46:019 ra-rtr Trace: LocationParamPKID=, LocationParamName=, SIPHeader=

14:05:46:019 ra-rtr Trace: NIC_CalledPartyNumber=WxConnectChat1 ECCPayloadID=1

14:05:46:019 ra-rtr Trace: OrigRCCallID{PhyCtrlID=0, RCID=0, DlgID=0x0} OrigOperationType=0

14:05:46:019 ra-rtr Trace: PV1= PV2= PV3= PV4= PV5=

14:05:46:019 ra-rtr Trace: PV6= PV7= PV8= PV9= PV10=

14:05:46:019 ra-rtr Trace: ID Name Type Index Value

14:05:46:019 ra-rtr Trace: 5038 user_DR_Primary            Scalar  0cloudconnect1.dcloud.cisco.com

14:05:46:019 ra-rtr Trace: 5039 user_DR_Backup             Scalar  0

14:05:46:019 ra-rtr Trace: 5040 user_DR_MediaResourceID    Scalar  CSR4PMKEIFWI7EMX

14:05:46:019 ra-rtr Trace: 5041 user_DR_CustomerName       Scalar  Customer

14:05:46:019 ra-rtr Trace: 5042 user_DR_MediaChannelName   Scalar  chat

## Connect Label sent to MR PG with the ECC variables:

14:05:46:019 ra-rtr Trace: (14 x 0 : 0 0) Connect: CID=(154689,2448), EventSelect=0x0, ServiceType=0, RCID=5007, ECCPayloadID=1 Label(s)= InvokeID=28058

14:05:46:019 ra-rtr Trace: ID Name Type Index Value

14:05:46:019 ra-rtr Trace: 5038 user_DR_Primary            Scalar  0cloudconnect1.dcloud.cisco.com

14:05:46:019 ra-rtr Trace: 5039 user_DR_Backup             Scalar  0

14:05:46:019 ra-rtr Trace: 5040 user_DR_MediaResourceID    Scalar  CSR4PMKEIFWI7EMX

14:05:46:019 ra-rtr Trace: 5041 user_DR_CustomerName       Scalar  Customer

14:05:46:019 ra-rtr Trace: 5042 user_DR_MediaChannelName   Scalar  chat

14:05:46:019 ra-rtr Trace: (14 x 0 : 0 0) Deleting Dialog.

Flüssiggas

MR-PG PIM

## NEW_TASK request on mr pim:

14:05:46:132 PG2A-pim5 Trace: Application->PG:

Message = NEW_TASK; Length = 280 bytes

DialogueID = (14) Hex 0000000e

SendSeqNo = (1) Hex 00000001

MRDomainID = (5016) Hex 00001398

PreviousTask = -1:-1:-1

PreferredAgent = Undefined

Service = Undefined

CiscoReserved = (0) Hex 00000000

ScriptSelector: WxConnectChat1

ApplicationString2: 22be296b-bc6b-4a6f-af6d-a84c0fb67a01

ServiceRequested = (0) Hex 00000000

QueueType = (0) Hex 00000000

QueueID = Undefined

## NewCall request is now sent to the Router:

14:05:46:132 PG2A-pim5 Trace: Send INRCMSGNewCall to Router : :

NEW_CALL RCID=5007 PID=5001 DID=14 DIDRelSeq#=1 GrpDelKey=5007 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=WxConnectChat1 CallingParty#= CED= MsgOrigin=1 RouteDevType=6 Originator=cloudconnect NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=5016 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=0 QueueType=0 QueueID=-1 UUI(Type=1)=22be296b-bc6b-4a6f-af6d-a84c0fb67a01

## Router responds back with the Connect label:

14:05:46:132 PG2A-pim5 Trace: MR_Peripheral::On_Router_Connect:

CONNECT RCID=5007 PID=5001 DID=14 DIDRelSeq#=0 CRS(RtrDate=154689,RtrCID=2448) 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=28058 NICCalledParty#=WxConnectChat1 SGSTID=5239 PQID=0 SvcSTID=-1 AGSTID=5172 AGInfo=5172, MRDID=5016 Interruptible=0 UUI(Type=1)=22be296b-bc6b-4a6f-af6d-a84c0fb67a01

## DO_THIS_WITH_TASK message sent over to WxConnect:

14:05:46:132 PG2A-pim5 Trace: PG->Application:

Message = DO_THIS_WITH_TASK; Length = 250 bytes

DialogueID = (14) Hex 0000000e

SendSeqNo = (1) Hex 00000001

IcmTaskID = 154689:2448: 1

SkillGroup = (5239) Hex 00001477

Service = Undefined

Agent = (5172) Hex 00001434

AgentInfo: 5172

Label:

ApplicationString2:

MRDID = (5016) Hex 00001398

Interruptible = (0) Hex 00000000

PrecisionQueueID = (0) Hex 00000000

MR-PG OPC

## NEW_CALL request received from the digital routing service on the Cloud Connect server, with the ECC variables:

14:05:46:132 PG2A-opc Trace: SendINRCMessage: NEW_CALL RCID=5007 PID=5001 DID=14 DIDRelSeq#=1 GrpDelKey=5007 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=WxConnectChat1 CallingParty#= CED= MsgOrigin=1 RouteDevType=6 Originator=cloudconnect NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=5016 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=0 QueueType=0 QueueID=-1 UUI(Type=1)=22be296b-bc6b-4a6f-af6d-a84c0fb67a01 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=

Name Type Index Value

user_DR_CustomerName       Scalar  Customer

user_DR_MediaResourceID    Scalar  CSR4PMKEIFWI7EMX

user_DR_Primary            Scalar  0cloudconnect1.dcloud.cisco.com

user_DR_Backup             Scalar  0

user_DR_MediaChannelName   Scalar  chat

14:05:46:132 PG2A-opc Trace: ProcessINRCMsgs - BEGIN Msg=8 src=48 dest=1 flag=2 size=444

## CONNECT label received from router with the ECC variables:

14:05:46:132 PG2A-opc Trace: SendPIMINRCMessage: CONNECT RCID=5007 PID=5001 DID=14 DIDRelSeq#=0 CRS(RtrDate=154689,RtrCID=2448) 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=28058 NICCalledParty#=WxConnectChat1 SGSTID=5239 PQID=0 SvcSTID=-1 AGSTID=5172 AGInfo=5172, MRDID=5016 Interruptible=0 UUI(Type=1)=22be296b-bc6b-4a6f-af6d-a84c0fb67a01 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=

Name Type Index Value

user_DR_Primary            Scalar  0cloudconnect1.dcloud.cisco.com

user_DR_Backup             Scalar  0

user_DR_MediaResourceID    Scalar  CSR4PMKEIFWI7EMX

user_DR_CustomerName       Scalar  Customer

user_DR_MediaChannelName   Scalar  chat

## BuildClosedCallRecord after chat ends:

14:05:46:132 PG2A-opc Trace: BuildClosedCallRecord: CallObj=0x4473dc8 DateTime=07/11 18:05:45 IntervalDatetime=07/11/2024 18:00:00 BuildClosedCallRecord(PID=5007): MRDomainID=5016 CID=14 RCK(RtrDate=154689,RtrCID=2448) RCKSeq#=1 CD=14(DBCD_DROP_HANDLED_OTHER) CDF=1(DBCDF_HANDLED) PeriphCallType=1,DBCD_ACD_IN AppTaskCD=0 ICRCK=268435468, ICRCKParent=-1 ICRCKChild=-1 NetworkTime=0 Duration=0 RingTime=0 DelayTime=0 TimeToAband=0 HoldTime=0 TlkTime=0 WorkTime=0 LocalQTime=0 NetworkQTime=0 BillRate=-1 SegmentTime=-1 NewTransaction=78 RouteID=-1 AGSTID=-1() SGSTID=-1(0x1477) SvcSTID=-1(-1) RoutedAGSGID=0 RoutedSGSTID=0 RoutedSvcSTID=0 SRCAGSTID=-1() DigDialed=(null) NetworkTID=-1 TrkGID=-1(-1) InstPort#=-1 DNIS=(null) UUIData=22be296b-bc6b-4a6f-af6d-a84c0fb67a01 AnsWithinSvcLevel=N ConfTime=0 Priority=-1 Trk=-1 BadCallTag=N CallTypeID=-1 CED=22be296b-bc6b-4a6f-af6d-a84c0fb67a01 ANI=(null) WrapupData=(null) ECCSize=85 NetworkConsult=FALSE CallGUID= LocationParamPKID= LocationParamName= PstnTrkGrpID= PstnTrkGrpChann#=10410908 CallOrginiated=0 CallReferenceID=(null) ProtocolID=10 ApplicationData='\0'BuildClosedCallRecord(PID=5007): CID=14 RCK(RtrDate=154689,RtrCID=2448) ECCPayloadID=1 AgentAnswersEnabled=N AGTeamI

14:05:46:132 PG2A-opc Trace: PV1=(null) PV2=(null) PV3=(null) PV4=(null) PV5=(null) PV6=(null) PV7=(null) PV8=(null) PV9=(null) PV10=(null)

14:05:46:132 PG2A-opc Trace: BuildClosedCallRecord:

Name Type Index Value

user_DR_Primary            Scalar  0cloudconnect1.dcloud.cisco.com

user_DR_Backup             Scalar  0

user_DR_MediaResourceID    Scalar  CSR4PMKEIFWI7EMX

user_DR_CustomerName       Scalar  Customer

user_DR_MediaChannelName   Scalar  chat

Agent PG - OPC

## Agent PG receives the Device Precall Indicator message along with the ECC variables as agent '5172' is reserved:

14:05:46:132 PG3A-opc Trace: ProcessARMPreCallMsg - Precall received for Agent '5172' MRDomainID '5016' PeripheralID '5000' TaskID '154689.2448.0 SkillGroupSTID '5239' ServiceSTID '-1' TaskStartTimeout '0' QueueTime '0' DelayTime '0' CallTypeID '5082' InvokeID '28058'

14:05:46:132 PG3A-opc Trace: callVar1 '' callVar2 '' callVar3 '' callVar4 ''

callVar5 '' callVar6 '' callVar7 '' callVar8 ''

callVar9 '' callVar10 ''

ECCDataSize '85'

14:05:46:132 PG3A-opc Trace: Name Type Index Value

14:05:46:132 PG3A-opc Trace: user_DR_Primary            Scalar  0cloudconnect1.dcloud.cisco.com

14:05:46:132 PG3A-opc Trace: user_DR_Backup             Scalar  0

14:05:46:132 PG3A-opc Trace: user_DR_MediaResourceID    Scalar  CSR4PMKEIFWI7EMX

14:05:46:132 PG3A-opc Trace: user_DR_CustomerName       Scalar  Customer

14:05:46:132 PG3A-opc Trace: user_DR_MediaChannelName   Scalar  chat

14:05:46:132 PG3A-opc Trace: MergeECCData Task ID 154689:2448:1, Payload ID 0, New Payload 1

## OfferTaskInd >> StartTaskInd >> EndTaskInd:

14:05:51:321 PG3A-opc Trace: OfferTaskInd - InvokeID = 2375719, ClientInvokeID = 2375719, MRDID = 5016, ICMAgentID = 5172, TaskID = 154689/2448/1

SkillGroupID = 5239, ServiceID = -1, SessionID = 2

14:05:52:133 PG3A-opc Trace: StartTaskInd - InvokeID = 2375721, ClientInvokeID = 2375721, MRDID = 5016, ICMAgentID = 5172, TaskID = 154689/2448/1

SkillGroupID = 5239, ServiceID = -1, SessionID = 2

14:07:35:168 PG3A-opc Trace: EndTaskInd - InvokeID = 2376024, ClientInvokeID = 2376024, TaskID = 154689/2448/1, ICMDisposition = 38, ApplicationDisposition = 38, SessionID = 2

WrapupData = , ApplicationData =

## BuildTerminationRecordMsg:

14:07:35:168 PG3A-opc Trace: TaskObj::BuildTerminationRecordMsg - DateTime='07/11 18:07:34' Periph=5000 MRDomainID=5016 TaskID=154689.2448.1 PeriphCallKey=-1 PeriphCallType=25,'DBCD_TASK_ROUTED_BY_ICM' ICRCallKey=12, ICRCallKeyParent=-1 ICRCallKeyChild=-1 CallDisp=38,'DBCD_NORMAL_END_TASK' ApplicationTaskDisposition=38 Duration=109 NetworkTime=5 RingTime=1 DelayTime=0 TimeToAband=0 PausedTime=0 ActiveTime=101 WrapupTime=2 LocalQTime=0 NetworkQueueTime=0 BillRate=-1 SegmentTime=-1 NewTransaction=0 RouteID=5039 AgentSkillTargetID=5172(1080) SkillGroupSkillTargetID=5239(11180119) ServiceSkillTargetID=-1(-1) RoutedAgentSkillTargetID=5172 RoutedSkillGroupSkillTargetID=5239 RoutedServiceSkillTargetID=-1 SRCAgentPeriphNum=''(STID=-1) CallDispositionFlag=1 DigitsDialed=' ECCPayloadID=1 ActiveStartTime=07/11 18:05:51 WrapupStartTime=07/11 18:07:32 TransferredTime=-- TaskTerminatedTime=07/11 18:07:34

14:07:35:168 PG3A-opc Trace: Var1='(null)' Var2='(null)' Var3='(null)' Var4='(null)' Var5='(null)' Var6='(null)' Var7='(null)' Var8='(null)' Var9='(null)' Var10='(null)'

14:07:35:168 PG3A-opc Trace: AgentSessionID=5172-133650295444320000 NetworkTargetID=-1 TrunkGroupID=-1 InstrumentPortNumber=-1 DNIS='' UserToUser='22be296b-bc6b-4a6f-af6d-a84c0fb67a01' AnsweredWithinServiceLevel=N ConferenceTime=-1 Priority=0 Trunk=-1 BadCallTag=

14:07:35:168 PG3A-opc Trace: Name Type Index Value

14:07:35:168 PG3A-opc Trace: user_DR_Primary             Scalar  0cloudconnect1.dcloud.cisco.com

14:07:35:168 PG3A-opc Trace: user_DR_Backup              Scalar  0

14:07:35:168 PG3A-opc Trace: user_DR_MediaResourceID     Scalar  CSR4PMKEIFWI7EMX

14:07:35:168 PG3A-opc Trace: user_DR_CustomerName        Scalar  Customer

14:07:35:168 PG3A-opc Trace: user_DR_MediaChannelName    Scalar  chat

Browser-Konsole

## Agent is RESERVED:

14:05:57.964 2024-07-11T14:05:57.964 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:05:57.963 -0400: CallControl : EventTunnel.eventHandlerImpl() - Event received::<Update>

<data>

<media>

<description>WxConnect Chat</description>

<dialogLogoutAction>CLOSE</dialogLogoutAction>

<id>5016</id>

<interruptAction>IGNORE</interruptAction>

<interruptible>false</interruptible>

<maxDialogLimit>3</maxDialogLimit>

<name>WxConnectChat</name>

<routable>true</routable>

<state>RESERVED</state>

<stateChangeTime>2024-07-11T18:05:57.952Z</stateChangeTime>

<uri>/finesse/api/User/1080/Media/5016</uri>

</media>

</data>

<event>PUT</event>

<requestId></requestId>

<source>/finesse/api/User/1080/Media/5016</source>

</Update>

14:05:57.966 2024-07-11T14:05:57.966 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:05:57.965 -0400: CallControl : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/1080/Media': <Update>

<data>

<media>

<description>WxConnect Chat</description>

<dialogLogoutAction>CLOSE</dialogLogoutAction>

<id>5016</id>

<interruptAction>IGNORE</interruptAction>

<interruptible>false</interruptible>

<maxDialogLimit>3</maxDialogLimit>

<name>WxConnectChat</name>

<routable>true</routable>

<state>RESERVED</state>

<stateChangeTime>2024-07-11T18:05:57.952Z</stateChangeTime>

<uri>/finesse/api/User/1080/Media/5016</uri>

</media>

</data>

<event>PUT</event>

<requestId></requestId>

<source>/finesse/api/User/1080/Media/5016</source>

</Update>

14:05:57.968 2024-07-11T14:05:57.968 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:05:57.967 -0400: CallControl : [WorkflowEngine] Received Media change event finesse.api.User.1080.Media

14:05:57.972 :: Media change a{_super: undefined, _id: '5016', _restObj: a, autoSubscribe: true, contextId: '',…} RESERVED true

14:05:57.972 Finesse-IMI Gadget : [useDigitalChannel Hook] [handleMediaChange] : media change event received for : 5016, state : RESERVED, routable: true, recovered : false and restoreAfterFailoverInProgress : false

## Agent is OFFERED the chat with the ACCEPT action available to the agent:

14:05:57.975 Finesse-IMI Gadget : [useDigitalChannel Hook] [cacheMediaStates] : final cached item : {"5016":"READY","5017":"READY","5018":"READY","5019":"READY"}

14:05:57.975 2024-07-11T14:05:57.975 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:05:57.974 -0400: CallControl : EventTunnel.eventHandlerImpl() - Event received::<Update>

<data>

<dialogs>

<Dialog>

<taskId>

<routerCallKeyDay>154689</routerCallKeyDay>

<routerCallKeyCallID>2448</routerCallKeyCallID>

<routerCallKeySequenceNum>1</routerCallKeySequenceNum>

</taskId>

<id>154689_2448_1</id>

<mediaProperties>

<mediaId>5016</mediaId>

<dialedNumber>WxConnectChat1</dialedNumber>

<callvariables>

<CallVariable>

<name>callVariable1</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable2</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable3</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable4</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable5</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable6</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable7</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable8</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable9</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable10</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_Primary</name>

<value>cloudconnect1.dcloud.cisco.com</value>

</CallVariable>

<CallVariable>

<name>user_DR_Backup</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaResourceID</name>

<value>CSR4PMKEIFWI7EMX</value>

</CallVariable>

<CallVariable>

<name>user_DR_CustomerName</name>

<value>Customer</value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaChannelName</name>

<value>chat</value>

</CallVariable>

</callvariables>

<queueNumber>11180119</queueNumber>

<queueName>WxConnectChat1</queueName>

<callKeyCallId>2448</callKeyCallId>

<callKeyPrefix>154689</callKeyPrefix>

<callKeySequenceNum>1</callKeySequenceNum>

</mediaProperties>

<mediaType>WxConnectChat</mediaType>

<mediaChannel>chat</mediaChannel>

<mediaClass>chat</mediaClass>

<participants>

<Participant>

<actions>

<action>ACCEPT</action>

</actions>

<mediaAddress>1080</mediaAddress>

<mediaAddressType></mediaAddressType>

<startTime>2024-07-11T18:05:57.955Z</startTime>

<state>OFFERED</state>

<stateCause></stateCause>

<stateChangeTime>2024-07-11T18:05:57.955Z</stateChangeTime>

</Participant>

</participants>

<state>OFFERED</state>

<uri>/finesse/api/Dialog/154689_2448_1</uri>

</Dialog>

</dialogs>

</data>

<event>POST</event>

<requestId></requestId>

<source>/finesse/api/User/1080/Media/5016/Dialogs</source>

</Update>

14:05:57.978 2024-07-11T14:05:57.978 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:05:57.977 -0400: CallControl : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/1080/Dialogs/Media': <Update>

<data>

<dialogs>

<Dialog>

<taskId>

<routerCallKeyDay>154689</routerCallKeyDay>

<routerCallKeyCallID>2448</routerCallKeyCallID>

<routerCallKeySequenceNum>1</routerCallKeySequenceNum>

</taskId>

<id>154689_2448_1</id>

<mediaProperties>

<mediaId>5016</mediaId>

<dialedNumber>WxConnectChat1</dialedNumber>

<callvariables>

<CallVariable>

<name>callVariable1</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable2</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable3</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable4</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable5</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable6</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable7</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable8</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable9</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable10</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_Primary</name>

<value>cloudconnect1.dcloud.cisco.com</value>

</CallVariable>

<CallVariable>

<name>user_DR_Backup</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaResourceID</name>

<value>CSR4PMKEIFWI7EMX</value>

</CallVariable>

<CallVariable>

<name>user_DR_CustomerName</name>

<value>Customer</value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaChannelName</name>

<value>chat</value>

</CallVariable>

</callvariables>

<queueNumber>11180119</queueNumber>

<queueName>WxConnectChat1</queueName>

<callKeyCallId>2448</callKeyCallId>

<callKeyPrefix>154689</callKeyPrefix>

<callKeySequenceNum>1</callKeySequenceNum>

</mediaProperties>

<mediaType>WxConnectChat</mediaType>

<mediaChannel>chat</mediaChannel>

<mediaClass>chat</mediaClass>

<participants>

<Participant>

<actions>

<action>ACCEPT</action>

</actions>

<mediaAddress>1080</mediaAddress>

<mediaAddressType></mediaAddressType>

<startTime>2024-07-11T18:05:57.955Z</startTime>

<state>OFFERED</state>

<stateCause></stateCause>

<stateChangeTime>2024-07-11T18:05:57.955Z</stateChangeTime>

</Participant>

</participants>

<state>OFFERED</state>

<uri>/finesse/api/Dialog/154689_2448_1</uri>

</Dialog>

</dialogs>

</data>

<event>POST</event>

<requestId></requestId>

<source>/finesse/api/User/1080/Media/5016/Dialogs</source>

</Update>

14:05:57.979 2024-07-11T14:05:57.979 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:05:57.978 -0400: CallControl : [WorkflowEngine] Received dialog event

14:05:57.979 2024-07-11T14:05:57.979 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:05:57.978 -0400: CallControl : [WorkflowEngine] Received dialog event for: WxConnectChat

14:05:57.980 2024-07-11T14:05:57.980 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:05:57.979 -0400: CallControl : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/154689_2448_1 Event: {"Dialog":{"taskId":{"routerCallKeyDay":"154689","routerCallKeyCallID":"2448","routerCallKeySequenceNum":"1"},"id":"154689_2448_1","mediaProperties":{"mediaId":"5016","dialedNumber":"WxConnectChat1","callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null},{"name":"user_DR_Primary","value":"cloudconnect1.dcloud.cisco.com"},{"name":"user_DR_Backup","value":null},{"name":"user_DR_MediaResourceID","value":"CSR4PMKEIFWI7EMX"},{"name":"user_DR_CustomerName","value":"Customer"},{"name":"user_DR_MediaChannelName","value":"chat"}]},"queueNumber":"11180119","queueName":"WxConnectChat1","callKeyCallId":"2448","callKeyPrefix":"154689","callKeySequenceNum":"1"},"mediaType":"WxConnectChat","mediaChannel":"chat","mediaClass":"chat","participants":{"Participant":{"actions":{"action":"ACCEPT"},"mediaAddress":"1080","mediaAddressType":null,"startTime":"2024-07-11T18:05:57.955Z","state":"OFFERED","stateCause":null,"stateChangeTime":"2024-07-11T18:05:57.955Z"}},"state":"OFFERED","uri":"/finesse/api/Dialog/154689_2448_1"}}

14:05:57.981 2024-07-11T14:05:57.981 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:05:57.980 -0400: CallControl : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/154689_2448_1 (action: change)

14:05:57.988 :: usemediasetup processTask- a{_id: '154689_2448_1', _restObj: undefined, autoSubscribe: true, contextId: '', _super: ƒ,…} OFFERED

14:05:57.989 ::- MediaPopover _showPopOver before popover {taskId: {…}, id: '154689_2448_1', mediaProperties: {…}, mediaType: 'WxConnectChat', mediaChannel: 'chat',…} {callVariable1: null, callVariable2: null, callVariable3: null, callVariable4: null, callVariable5: null,…}

## Agent ACCEPT's the chat:

14:06:00.353 2024-07-11T14:06:00.353 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.352 -0400: DigitalChannelsGadget : [ClientServices] PopoverService: Received Message from PopoverComp: {"id":"940a0c56-c305-456f-90a6-9aaf8871fcee","source":"Accept"}

14:06:00.354 2024-07-11T14:06:00.354 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.353 -0400: DigitalChannelsGadget : [ClientServices] PopoverService: Calling gadget action handler

14:06:00.355 ::- MediaPopover popOverCallBack:Received popover callback with response {popoverId: '940a0c56-c305-456f-90a6-9aaf8871fcee', source: 'Accept'}

14:06:00.356 ::- MediaPopover _handleMedia {popoverId: '940a0c56-c305-456f-90a6-9aaf8871fcee', source: 'Accept'}

14:06:00.358 2024-07-11T14:06:00.357 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.356 -0400: DigitalChannelsGadget : [ClientServices] Dialog: requestId='98a08220-41a0-4151-96dd-23eba7f13cad', Making REST request: method=PUT, url='https://finesse1.dcloud.cisco.com:8445/finesse/api/Dialog/154689_2448_1'

14:06:00.364 ::- MediaPopover dismissPopOver before dismiss a{_super: undefined, _id: '154689_2448_1', _restObj: undefined, autoSubscribe: true, contextId: '',…} {_fakeConstuctor: ƒ, init: ƒ, generatePayload: ƒ, showPopover: ƒ, updatePopover: ƒ,…} {940a0c56-c305-456f-90a6-9aaf8871fcee: {…}} {current: {…}}

14:06:00.365 2024-07-11T14:06:00.365 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.364 -0400: DigitalChannelsGadget : [ClientServices] PopoverService: Received popover dismiss request for popover id 940a0c56-c305-456f-90a6-9aaf8871fcee

14:06:00.367 ::- MediaPopover dismissPopOver after dismiss {} {} {}

14:06:00.371 2024-07-11T14:06:00.371 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.370 -0400: CallControl : [ClientServices] [ ToastPopover topicHandler received data ] - {"id":"940a0c56-c305-456f-90a6-9aaf8871fcee","action":"dismiss"}

14:06:00.427 2024-07-11T14:06:00.427 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.426 -0400: DigitalChannelsGadget : [ClientServices] Dialog: requestId='98a08220-41a0-4151-96dd-23eba7f13cad', Returned with status=202, content='null', isUnsent = false

14:06:00.428 success: Could move the task to ACCEPT state {status: 202, content: null, isUnsent: false, object: {…}}

## Chat state is now ACCEPTED:

14:06:00.543 2024-07-11T14:06:00.543 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.542 -0400: CallControl : EventTunnel.eventHandlerImpl() - Event received::<Update>

<data>

<dialog>

<taskId>

<routerCallKeyDay>154689</routerCallKeyDay>

<routerCallKeyCallID>2448</routerCallKeyCallID>

<routerCallKeySequenceNum>1</routerCallKeySequenceNum>

</taskId>

<id>154689_2448_1</id>

<mediaProperties>

<mediaId>5016</mediaId>

<dialedNumber>WxConnectChat1</dialedNumber>

<callvariables>

<CallVariable>

<name>callVariable1</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable2</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable3</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable4</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable5</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable6</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable7</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable8</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable9</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable10</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_Primary</name>

<value>cloudconnect1.dcloud.cisco.com</value>

</CallVariable>

<CallVariable>

<name>user_DR_Backup</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaResourceID</name>

<value>CSR4PMKEIFWI7EMX</value>

</CallVariable>

<CallVariable>

<name>user_DR_CustomerName</name>

<value>Customer</value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaChannelName</name>

<value>chat</value>

</CallVariable>

</callvariables>

<queueNumber>11180119</queueNumber>

<queueName>WxConnectChat1</queueName>

<callKeyCallId>2448</callKeyCallId>

<callKeyPrefix>154689</callKeyPrefix>

<callKeySequenceNum>1</callKeySequenceNum>

</mediaProperties>

<mediaType>WxConnectChat</mediaType>

<mediaChannel>chat</mediaChannel>

<mediaClass>chat</mediaClass>

<participants>

<Participant>

<actions>

<action>UPDATE_CALL_DATA</action>

<action>TRANSFER</action>

<action>START</action>

<action>CLOSE</action>

</actions>

<mediaAddress>1080</mediaAddress>

<mediaAddressType></mediaAddressType>

<startTime>2024-07-11T18:05:57.955Z</startTime>

<state>ACCEPTED</state>

<stateCause></stateCause>

<stateChangeTime>2024-07-11T18:06:00.421Z</stateChangeTime>

</Participant>

</participants>

<state>ACCEPTED</state>

<uri>/finesse/api/Dialog/154689_2448_1</uri>

</dialog>

</data>

<event>PUT</event>

<requestId></requestId>

<source>/finesse/api/Dialog/154689_2448_1</source>

</Update>

14:06:00.546 2024-07-11T14:06:00.546 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.545 -0400: CallControl : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/1080/Dialogs/Media': <Update>

<data>

<dialog>

<taskId>

<routerCallKeyDay>154689</routerCallKeyDay>

<routerCallKeyCallID>2448</routerCallKeyCallID>

<routerCallKeySequenceNum>1</routerCallKeySequenceNum>

</taskId>

<id>154689_2448_1</id>

<mediaProperties>

<mediaId>5016</mediaId>

<dialedNumber>WxConnectChat1</dialedNumber>

<callvariables>

<CallVariable>

<name>callVariable1</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable2</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable3</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable4</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable5</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable6</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable7</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable8</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable9</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable10</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_Primary</name>

<value>cloudconnect1.dcloud.cisco.com</value>

</CallVariable>

<CallVariable>

<name>user_DR_Backup</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaResourceID</name>

<value>CSR4PMKEIFWI7EMX</value>

</CallVariable>

<CallVariable>

<name>user_DR_CustomerName</name>

<value>Customer</value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaChannelName</name>

<value>chat</value>

</CallVariable>

</callvariables>

<queueNumber>11180119</queueNumber>

<queueName>WxConnectChat1</queueName>

<callKeyCallId>2448</callKeyCallId>

<callKeyPrefix>154689</callKeyPrefix>

<callKeySequenceNum>1</callKeySequenceNum>

</mediaProperties>

<mediaType>WxConnectChat</mediaType>

<mediaChannel>chat</mediaChannel>

<mediaClass>chat</mediaClass>

<participants>

<Participant>

<actions>

<action>UPDATE_CALL_DATA</action>

<action>TRANSFER</action>

<action>START</action>

<action>CLOSE</action>

</actions>

<mediaAddress>1080</mediaAddress>

<mediaAddressType></mediaAddressType>

<startTime>2024-07-11T18:05:57.955Z</startTime>

<state>ACCEPTED</state>

<stateCause></stateCause>

<stateChangeTime>2024-07-11T18:06:00.421Z</stateChangeTime>

</Participant>

</participants>

<state>ACCEPTED</state>

<uri>/finesse/api/Dialog/154689_2448_1</uri>

</dialog>

</data>

<event>PUT</event>

<requestId></requestId>

<source>/finesse/api/Dialog/154689_2448_1</source>

</Update>

14:06:00.548 2024-07-11T14:06:00.548 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.547 -0400: CallControl : [WorkflowEngine] Received dialog event

14:06:00.548 2024-07-11T14:06:00.548 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.547 -0400: CallControl : [WorkflowEngine] Received dialog event for: WxConnectChat

14:06:00.549 2024-07-11T14:06:00.549 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.548 -0400: CallControl : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/154689_2448_1 Event: {"Dialog":{"taskId":{"routerCallKeyDay":"154689","routerCallKeyCallID":"2448","routerCallKeySequenceNum":"1"},"id":"154689_2448_1","mediaProperties":{"mediaId":"5016","dialedNumber":"WxConnectChat1","callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null},{"name":"user_DR_Primary","value":"cloudconnect1.dcloud.cisco.com"},{"name":"user_DR_Backup","value":null},{"name":"user_DR_MediaResourceID","value":"CSR4PMKEIFWI7EMX"},{"name":"user_DR_CustomerName","value":"Customer"},{"name":"user_DR_MediaChannelName","value":"chat"}]},"queueNumber":"11180119","queueName":"WxConnectChat1","callKeyCallId":"2448","callKeyPrefix":"154689","callKeySequenceNum":"1"},"mediaType":"WxConnectChat","mediaChannel":"chat","mediaClass":"chat","participants":{"Participant":{"actions":{"action":["UPDATE_CALL_DATA","TRANSFER","START","CLOSE"]},"mediaAddress":"1080","mediaAddressType":null,"startTime":"2024-07-11T18:05:57.955Z","state":"ACCEPTED","stateCause":null,"stateChangeTime":"2024-07-11T18:06:00.421Z"}},"state":"ACCEPTED","uri":"/finesse/api/Dialog/154689_2448_1"}}

14:06:00.549 2024-07-11T14:06:00.549 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:06:00.548 -0400: CallControl : [WorkflowEngine] Calling state machine's workflowEvent method for /finesse/api/Dialog/154689_2448_1 (action: change)

14:06:00.552 :: usemediasetup processTask- a{_super: undefined, _id: '154689_2448_1', _restObj: undefined, autoSubscribe: true, contextId: '',…} ACCEPTED

## Chat session ended and agent is moved to the WORK_READY state:

14:07:32.910 moved to wrap-up state successfully

14:07:32.911 2024-07-11T14:07:32.911 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:32.955 -0400: CallControl : EventTunnel.eventHandlerImpl() - Event received::<Update>

<data>

<media>

<description>WxConnect Chat</description>

<dialogLogoutAction>CLOSE</dialogLogoutAction>

<id>5016</id>

<interruptAction>IGNORE</interruptAction>

<interruptible>false</interruptible>

<maxDialogLimit>3</maxDialogLimit>

<name>WxConnectChat</name>

<routable>true</routable>

<state>WORK_READY</state>

<stateChangeTime>2024-07-11T18:07:32.895Z</stateChangeTime>

<uri>/finesse/api/User/1080/Media/5016</uri>

</media>

</data>

<event>PUT</event>

<requestId></requestId>

<source>/finesse/api/User/1080/Media/5016</source>

</Update>

14:07:32.914 2024-07-11T14:07:32.914 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:32.958 -0400: CallControl : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/1080/Media': <Update>

<data>

<media>

<description>WxConnect Chat</description>

<dialogLogoutAction>CLOSE</dialogLogoutAction>

<id>5016</id>

<interruptAction>IGNORE</interruptAction>

<interruptible>false</interruptible>

<maxDialogLimit>3</maxDialogLimit>

<name>WxConnectChat</name>

<routable>true</routable>

<state>WORK_READY</state>

<stateChangeTime>2024-07-11T18:07:32.895Z</stateChangeTime>

<uri>/finesse/api/User/1080/Media/5016</uri>

</media>

</data>

<event>PUT</event>

<requestId></requestId>

<source>/finesse/api/User/1080/Media/5016</source>

</Update>

14:07:32.915 2024-07-11T14:07:32.915 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:32.959 -0400: CallControl : [WorkflowEngine] Received Media change event finesse.api.User.1080.Media

14:07:32.920 :: Media change a{_super: undefined, _id: '5016', _restObj: a, autoSubscribe: true, contextId: '',…} WORK_READY true

14:07:32.920 Finesse-IMI Gadget : [useDigitalChannel Hook] [handleMediaChange] : media change event received for : 5016, state : WORK_READY, routable: true, recovered : false and restoreAfterFailoverInProgress : false

14:07:32.921 Finesse-IMI Gadget : [useDigitalChannel Hook] [handleMediaChange] : caching all mrd's

14:07:32.921 Finesse-IMI Gadget : [useDigitalChannel Hook] [cacheMediaStates] : mediaListToBeCached : undefined, existing cache : {"5016":"ACTIVE","5017":"READY","5018":"READY","5019":"READY"}

14:07:32.922 Finesse-IMI Gadget : [useDigitalChannel Hook] [cacheMediaStates] : final cached item : {"5016":"READY","5017":"READY","5018":"READY","5019":"READY"}

## Chat activity is now in the WRAPPING_UP state:

14:07:32.924 2024-07-11T14:07:32.924 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:32.968 -0400: CallControl : EventTunnel.eventHandlerImpl() - Event received::<Update>

<data>

<dialog>

<taskId>

<routerCallKeyDay>154689</routerCallKeyDay>

<routerCallKeyCallID>2448</routerCallKeyCallID>

<routerCallKeySequenceNum>1</routerCallKeySequenceNum>

</taskId>

<id>154689_2448_1</id>

<mediaProperties>

<mediaId>5016</mediaId>

<dialedNumber>WxConnectChat1</dialedNumber>

<callvariables>

<CallVariable>

<name>callVariable1</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable2</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable3</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable4</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable5</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable6</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable7</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable8</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable9</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable10</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_Primary</name>

<value>cloudconnect1.dcloud.cisco.com</value>

</CallVariable>

<CallVariable>

<name>user_DR_Backup</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaResourceID</name>

<value>CSR4PMKEIFWI7EMX</value>

</CallVariable>

<CallVariable>

<name>user_DR_CustomerName</name>

<value>Customer</value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaChannelName</name>

<value>chat</value>

</CallVariable>

</callvariables>

<queueNumber>11180119</queueNumber>

<queueName>WxConnectChat1</queueName>

<callKeyCallId>2448</callKeyCallId>

<callKeyPrefix>154689</callKeyPrefix>

<callKeySequenceNum>1</callKeySequenceNum>

</mediaProperties>

<mediaType>WxConnectChat</mediaType>

<mediaChannel>chat</mediaChannel>

<mediaClass>chat</mediaClass>

<participants>

<Participant>

<actions>

<action>PAUSE</action>

<action>UPDATE_CALL_DATA</action>

<action>TRANSFER</action>

<action>CLOSE</action>

</actions>

<mediaAddress>1080</mediaAddress>

<mediaAddressType></mediaAddressType>

<startTime>2024-07-11T18:05:46.096Z</startTime>

<state>WRAPPING_UP</state>

<stateCause></stateCause>

<stateChangeTime>2024-07-11T18:07:32.895Z</stateChangeTime>

</Participant>

</participants>

<state>WRAPPING_UP</state>

<uri>/finesse/api/Dialog/154689_2448_1</uri>

</dialog>

</data>

<event>PUT</event>

<requestId></requestId>

<source>/finesse/api/Dialog/154689_2448_1</source>

</Update>

14:07:32.926 2024-07-11T14:07:32.926 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:32.970 -0400: CallControl : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/1080/Dialogs/Media': <Update>

<data>

<dialog>

<taskId>

<routerCallKeyDay>154689</routerCallKeyDay>

<routerCallKeyCallID>2448</routerCallKeyCallID>

<routerCallKeySequenceNum>1</routerCallKeySequenceNum>

</taskId>

<id>154689_2448_1</id>

<mediaProperties>

<mediaId>5016</mediaId>

<dialedNumber>WxConnectChat1</dialedNumber>

<callvariables>

<CallVariable>

<name>callVariable1</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable2</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable3</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable4</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable5</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable6</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable7</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable8</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable9</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable10</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_Primary</name>

<value>cloudconnect1.dcloud.cisco.com</value>

</CallVariable>

<CallVariable>

<name>user_DR_Backup</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaResourceID</name>

<value>CSR4PMKEIFWI7EMX</value>

</CallVariable>

<CallVariable>

<name>user_DR_CustomerName</name>

<value>Customer</value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaChannelName</name>

<value>chat</value>

</CallVariable>

</callvariables>

<queueNumber>11180119</queueNumber>

<queueName>WxConnectChat1</queueName>

<callKeyCallId>2448</callKeyCallId>

<callKeyPrefix>154689</callKeyPrefix>

<callKeySequenceNum>1</callKeySequenceNum>

</mediaProperties>

<mediaType>WxConnectChat</mediaType>

<mediaChannel>chat</mediaChannel>

<mediaClass>chat</mediaClass>

<participants>

<Participant>

<actions>

<action>PAUSE</action>

<action>UPDATE_CALL_DATA</action>

<action>TRANSFER</action>

<action>CLOSE</action>

</actions>

<mediaAddress>1080</mediaAddress>

<mediaAddressType></mediaAddressType>

<startTime>2024-07-11T18:05:46.096Z</startTime>

<state>WRAPPING_UP</state>

<stateCause></stateCause>

<stateChangeTime>2024-07-11T18:07:32.895Z</stateChangeTime>

</Participant>

</participants>

<state>WRAPPING_UP</state>

<uri>/finesse/api/Dialog/154689_2448_1</uri>

</dialog>

</data>

<event>PUT</event>

<requestId></requestId>

<source>/finesse/api/Dialog/154689_2448_1</source>

</Update>

## Chat session is now CLOSED:

14:07:35.185 finesse.js:3766 2024-07-11T14:07:35.185 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:35.229 -0400: CallControl : EventTunnel.eventHandlerImpl() - Event received::<Update>

<data>

<dialogs>

<Dialog>

<taskId>

<routerCallKeyDay>154689</routerCallKeyDay>

<routerCallKeyCallID>2448</routerCallKeyCallID>

<routerCallKeySequenceNum>1</routerCallKeySequenceNum>

</taskId>

<id>154689_2448_1</id>

<mediaProperties>

<mediaId>5016</mediaId>

<wrapUpReason></wrapUpReason>

<dialedNumber>WxConnectChat1</dialedNumber>

<callvariables>

<CallVariable>

<name>callVariable1</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable2</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable3</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable4</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable5</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable6</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable7</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable8</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable9</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable10</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_Primary</name>

<value>cloudconnect1.dcloud.cisco.com</value>

</CallVariable>

<CallVariable>

<name>user_DR_Backup</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaResourceID</name>

<value>CSR4PMKEIFWI7EMX</value>

</CallVariable>

<CallVariable>

<name>user_DR_CustomerName</name>

<value>Customer</value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaChannelName</name>

<value>chat</value>

</CallVariable>

</callvariables>

<queueNumber>11180119</queueNumber>

<queueName>WxConnectChat1</queueName>

<callKeyCallId>2448</callKeyCallId>

<callKeyPrefix>154689</callKeyPrefix>

<callKeySequenceNum>1</callKeySequenceNum>

</mediaProperties>

<mediaType>WxConnectChat</mediaType>

<mediaChannel>chat</mediaChannel>

<mediaClass>chat</mediaClass>

<participants>

<Participant>

<actions>

</actions>

<mediaAddress>1080</mediaAddress>

<mediaAddressType></mediaAddressType>

<startTime>2024-07-11T18:05:46.096Z</startTime>

<state>CLOSED</state>

<stateCause></stateCause>

<stateChangeTime>2024-07-11T18:07:35.124Z</stateChangeTime>

</Participant>

</participants>

<dispositionCode>CD_NORMAL_END_TASK</dispositionCode>

<state>CLOSED</state>

<uri>/finesse/api/Dialog/154689_2448_1</uri>

</Dialog>

</dialogs>

</data>

<event>DELETE</event>

<requestId></requestId>

<source>/finesse/api/User/1080/Media/5016/Dialogs</source>

</Update>

14:07:35.188 finesse.js:3766 2024-07-11T14:07:35.188 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:35.232 -0400: CallControl : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/1080/Dialogs/Media': <Update>

<data>

<dialogs>

<Dialog>

<taskId>

<routerCallKeyDay>154689</routerCallKeyDay>

<routerCallKeyCallID>2448</routerCallKeyCallID>

<routerCallKeySequenceNum>1</routerCallKeySequenceNum>

</taskId>

<id>154689_2448_1</id>

<mediaProperties>

<mediaId>5016</mediaId>

<wrapUpReason></wrapUpReason>

<dialedNumber>WxConnectChat1</dialedNumber>

<callvariables>

<CallVariable>

<name>callVariable1</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable2</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable3</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable4</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable5</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable6</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable7</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable8</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable9</name>

<value></value>

</CallVariable>

<CallVariable>

<name>callVariable10</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_Primary</name>

<value>cloudconnect1.dcloud.cisco.com</value>

</CallVariable>

<CallVariable>

<name>user_DR_Backup</name>

<value></value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaResourceID</name>

<value>CSR4PMKEIFWI7EMX</value>

</CallVariable>

<CallVariable>

<name>user_DR_CustomerName</name>

<value>Customer</value>

</CallVariable>

<CallVariable>

<name>user_DR_MediaChannelName</name>

<value>chat</value>

</CallVariable>

</callvariables>

<queueNumber>11180119</queueNumber>

<queueName>WxConnectChat1</queueName>

<callKeyCallId>2448</callKeyCallId>

<callKeyPrefix>154689</callKeyPrefix>

<callKeySequenceNum>1</callKeySequenceNum>

</mediaProperties>

<mediaType>WxConnectChat</mediaType>

<mediaChannel>chat</mediaChannel>

<mediaClass>chat</mediaClass>

<participants>

<Participant>

<actions>

</actions>

<mediaAddress>1080</mediaAddress>

<mediaAddressType></mediaAddressType>

<startTime>2024-07-11T18:05:46.096Z</startTime>

<state>CLOSED</state>

<stateCause></stateCause>

<stateChangeTime>2024-07-11T18:07:35.124Z</stateChangeTime>

</Participant>

</participants>

<dispositionCode>CD_NORMAL_END_TASK</dispositionCode>

<state>CLOSED</state>

<uri>/finesse/api/Dialog/154689_2448_1</uri>

</Dialog>

</dialogs>

</data>

<event>DELETE</event>

<requestId></requestId>

<source>/finesse/api/User/1080/Media/5016/Dialogs</source>

</Update>

14:07:35.188 2024-07-11T14:07:35.188 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:35.232 -0400: CallControl : [WorkflowEngine] Received dialog event

14:07:35.189 2024-07-11T14:07:35.189 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:35.233 -0400: CallControl : [WorkflowEngine] Received dialog event for: WxConnectChat

14:07:35.189 2024-07-11T14:07:35.189 -04:00: : finesse1.dcloud.cisco.com: Jul 11 2024 14:07:35.233 -0400: CallControl : [WorkflowEngine] Converting event to xml document. Type: Dialog Action: change Uri: /finesse/api/Dialog/154689_2448_1 Event: {"Dialog":{"taskId":{"routerCallKeyDay":"154689","routerCallKeyCallID":"2448","routerCallKeySequenceNum":"1"},"id":"154689_2448_1","mediaProperties":{"mediaId":"5016","wrapUpReason":null,"dialedNumber":"WxConnectChat1","callvariables":{"CallVariable":[{"name":"callVariable1","value":null},{"name":"callVariable2","value":null},{"name":"callVariable3","value":null},{"name":"callVariable4","value":null},{"name":"callVariable5","value":null},{"name":"callVariable6","value":null},{"name":"callVariable7","value":null},{"name":"callVariable8","value":null},{"name":"callVariable9","value":null},{"name":"callVariable10","value":null},{"name":"user_DR_Primary","value":"cloudconnect1.dcloud.cisco.com"},{"name":"user_DR_Backup","value":null},{"name":"user_DR_MediaResourceID","value":"CSR4PMKEIFWI7EMX"},{"name":"user_DR_CustomerName","value":"Customer"},{"name":"user_DR_MediaChannelName","value":"chat"}]},"queueNumber":"11180119","queueName":"WxConnectChat1","callKeyCallId":"2448","callKeyPrefix":"154689","callKeySequenceNum":"1"},"mediaType":"WxConnectChat","mediaChannel":"chat","mediaClass":"chat","participants":{"Participant":{"actions":null,"mediaAddress":"1080","mediaAddressType":null,"startTime":"2024-07-11T18:05:46.096Z","state":"CLOSED","stateCause":null,"stateChangeTime":"2024-07-11T18:07:35.124Z"}},"dispositionCode":"CD_NORMAL_END_TASK","state":"CLOSED","uri":"/finesse/api/Dialog/154689_2448_1"}}

Zugehörige Informationen

Funktionsleitfaden - Integration digitaler Kanäle mit WebEx Connect:

- UCCE: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_2/configuration/guide/ucce_b_features-guide-1262/rcct_m_digital-channels-integration-webexconnect_12-6-2.html

- PCCE: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_6_2/maintenance/guide/pcce_b_features-guide-1262/rcct_m_digital-channels-integration-webexconnect_12-6-2.html

Benutzerhandbuch zur Cisco Contact Center Enterprise Manage Digital Channels Gadget:

- https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1262/user/guide/rcct_b_12_6_2_manage-digital-channels/rcct_m_1262_manage-digital-channels.html

Administrations- und Einrichtungsleitfaden für WebEx Engage mit Cisco Contact Center Enterprise:

- https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/wxengage_for_digital_channels/admin/guide/Administration_and_Setup_Guide_for_Webex_Engage_with_CCE.pdf

- Integration von Cisco Contact Center Enterprise (CCE) mit WebEx Connect

https://help.imiconnect.io/docs/cce_overview