Track Task Routing Events in a CCE Environment Integrated with Webex Connect

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Updated:April 8, 2025
Document ID:222937

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

    Introduction

    This document describes the message flow for a new task routed to an agent in a Contact Center Enterprise solution integrated with Webex Connect.

    Prerequisites

    Requirements:

    Cisco recommends that you have knowledge of these topics:

    • Cisco Packaged Contact Center Enterprise (PCCE)
    • Cisco Unified Contact Center Enterprise (UCCE)
    • Webex Connect

    Component Used:

    The information in this document is based on these software and hardware versions:

    • ICM Version: 12.6(2)
    • Finesse Version: 12.6(2)
    • Webex Control Hub
    • Webex Connect Portal
    • Webex Engage Portal

    The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

    Background

    Webex Connect allows the Contact Center business and its customers to interact using digital channels such as email, chat, and SMS. The Contact Center Enterprise (CCE) solution integrates with Webex Connect to create a seamless omnichannel experience for customers. This integration helps customers to interact across voice and digital channels of communication. Webex Connect offers a rich self-service and bot integration to empower customers to get answers to some common questions. It provides a unified solution for integrated routing, Agent Desktop, and reporting service. Webex Connect provides a simplified framework that helps partners and customers interact through digital channels.

    Deployment Architecture

    alt-tag-for-image

    Component SummaryComponent Summary

    Activity Routing

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    Logs

    Webex Connect Portal

    Node - Configure APP Event

    • This node is the start point in the flow. The logs for this node show details such as the App Entry Point configured on the Webex Connect portal, the URL where the chat form was initiated from, and so on.

    alt-tag-for-image

    Node - Pre-chat form

    • The logs for this node shows the questions loaded from the chat template created on the Webex Connect portal.

    alt-tag-for-image

    Node - Receive

    • The logs for this node shows the responses provided to the questions loaded from the chat template.

    alt-tag-for-image

    Node - CCE Create Task

    • This node calls Contact Center Enterprise Task API to create a new Task. While configuring flows in Webex Connect, this node is needed for creating the task on Contact Center Enterprise.

    alt-tag-for-image

    Cloud Connect - Digital 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.

    PG

    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 Console

    ## 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"}}

    Related Information

    Features Guide - Digital Channels Integration Using Webex Connect:

    Cisco Contact Center Enterprise Manage Digital Channels Gadget User Guide:

    Administration and Setup Guide for Webex Engage with Cisco Contact Center Enterprise:

    Revision History

    Revision Publish Date Comments
    1.0
    09-Apr-2025
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Joshua Raja
      Cisco TAC
    • Robert Rogier
      Cisco TAC

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