Field Notice: FN - 72403 - OCI-C CallCenterAgentModifyRequest Might Fail and Generate NullPointerException - Software Upgrade Recommended
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Notice
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Revision History
| Revision | Publish Date | Comments |
|---|---|---|
2.0 |
01-Jun-22 |
Updated the Problem Description Section |
1.0 |
13-May-22 |
Initial Release |
Products Affected
| Affected OS Type | Affected Software Product | Affected Release | Affected Release Number | Comments |
|---|---|---|---|---|
NON-IOS |
Application Patches |
24.0 |
24.0.2022.02, 24.0.2022.03 |
Cisco Webex BroadWorks Release 24 |
Defect Information
| Defect ID | Headline |
|---|---|
| CSCwb18112 | Post-Upgrade - ACD Login issues when Agent assigned to Multiple Call Centres |
Problem Description
After patches AP382246 and AP382689 are applied, Open Client Interface-Call Control (OCI-C) CallCenterAgentModifyRequest might fail and generate NullPointerException.
Background
After patches AP382246 and AP382689 are applied, OCI-C CallCenterAgentModifyRequest might fail and generate NullPointerException when an OCI-C CallCenterAgentModifyRequest is sent with no CallCenterAgentSettings attribute.
Problem Symptom
After the faulty patches AP382246 and AP382689 are applied, agents are unable to change their Automatic Call Distribution (ACD) state and join a CallCenter. This exception is seen when users send a CallCenterAgentModifyRequest with no CallCenterAgentSettings attribute.
2022.03.29 09:13:23:726 BST | Warn | OCI-C | OCI-C Session Input Adapter 1 | localHost2380040
Exception occurred: java.lang.NullPointerException
at com.broadsoft.sessionmanagers.ocic.handlers.services.callcenteragent.CallCenterAgentModifyEventHandler.validateOCIPRequest(CallCenterAgentModifyEventHandler.java:993)
at com.broadsoft.sessionmanagers.ocic.handlers.OCICSessionModificationEventHandler.processEventSQLMode(OCICSessionModificationEventHandler.java:236)
at com.broadsoft.sessionmanagers.ocic.handlers.OCICSessionModificationEventHandler.processEvent(OCICSessionModificationEventHandler.java:92)
at com.broadsoft.sessionmanagers.ocic.OCICSession.processEvent(OCICSession.java:348)
at com.broadsoft.sessionmanagers.ocic.OCICSession.deliverEvent(OCICSession.java:268)
at com.broadsoft.apm.session.InputAdapter.distributeEvent(InputAdapter.java:128)
at com.broadsoft.apm.session.SimpleQAdapter.processInput(SimpleQAdapter.java:264)
at com.broadsoft.apm.session.SimpleQAdapter.processInput(SimpleQAdapter.java:28)
at com.broadsoft.util.watchdog.WatchedThread.run(WatchedThread.java:374)
at java.lang.Thread.run(Thread.java:748)
Workaround/Solution
Workaround
Remove patches AP382246 and AP382689.
Solution
Install the corrective patch AP382856, which is available on the Cisco Software Download page: AP.as.24.0.944.ap382856.
For More Information
If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:
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