Dépannage de l'analyse du journal de la passerelle périphérique pour les conversations et les courriels d'entreprise - flux de travail de conversation

Introduction

Ce document décrit le processus de dépannage de l'analyse des journaux de la passerelle d'accès aux périphériques pour les conversations et les courriers électroniques d'entreprise - flux de travail de conversation.

Conditions préalables

ECE 11.6 (s'applique également au déploiement dans le cloud)

UCCE 11,6

Conditions requises

Cisco vous recommande de prendre connaissance des rubriques suivantes :

• CEE
• Unified Contact Center Enterprise (UCCE)

Components Used

Les informations contenues dans ce document sont basées sur UCCE 11.6 et ECE 11.6.1 ES 6 ES6_1A.

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. Si votre réseau est en ligne, assurez-vous de bien comprendre l’incidence possible des commandes.

Dépannage

Cas 1 . Marques d'agent disponibles pour la conversation. 

Journaux à consulter : Écouteur de la CEE.

Journaux OPC CTIServer et Agent PG à partir d'ICM.

Extrait des journaux ICM CTIServer :

« MAKE_AGENT_ROUTABLE_IND » reçu du processus d'écoute de la CEE

10:06:31:759 cg1a-ctisvr Session 1: MsgType:MAKE_AGENT_ROUTABLE_IND (InvokeID:0xa233 MRDID:5001 ICMAgentID:5001 MaxTasks:1 )
10:06:31:759 cg1a-ctisvr Trace: ProcessMakeAgentRoutableInd - sessionID 1
10:06:31:759 cg1a-ctisvr Trace: SendARMMsg -- InvokeID = 41523, MRDID = 5001, ICMAgentID = 5001, MaxTasks = 1, SessionID = 1

10:06:31:759 cg1a-ctisvr Session 1: MsgType:MAKE_AGENT_READY_IND (InvokeID:0xa234 MRDID:5001 ICMAgentID:5001 MakeRoutable:True )
10:06:31:759 cg1a-ctisvr Trace: ProcessMakeAgentReadyInd - sessionID 1
10:06:31:759 cg1a-ctisvr Trace: SendARMMsg -- InvokeID = 41524, MRDID = 5001, ICMAgentID = 5001, MakeRoutable = 1, SessionID = 1

Agent marqué NOT_ACTIVE à partir de NOT_READY.

10:06:31:774 cg1a-ctisvr Session 8:         SkillGroupNumber:117497 SkillGroupID:5006 SkillGroupPriority:0 AgentState:NOT_ACTIVE  
10:06:31:774 cg1a-ctisvr Session 8:         EventReasonCode:0 MRDID:5001 NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5001  


10:06:31:774 cg1a-ctisvr Session 5:         SkillGroupNumber:2 SkillGroupID:5009 SkillGroupPriority:0 AgentState:NOT_ACTIVE  
10:06:31:774 cg1a-ctisvr Session 5:         EventReasonCode:0 MRDID:5001 NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5001  

NOT_ACTIVE signifie ici que l'agent est prêt à accepter le chat ; et ne fonctionne pas « activement » avant toute activité de discussion préalable.

Cas 2 . Lorsque la CEE envoie une nouvelle activité à un agent disponible.

PIM logs :

1. NEW_TASK is received from ECE EASS


Events from June 13, 2019:
13:52:51:838 pg3a-pim2 Trace: Application->PG:
Message = NEW_TASK; Length = 78 bytes
   DialogueID = (11) Hex 0000000b
   SendSeqNo = (1) Hex 00000001
   MRDomainID = (5001) Hex 00001389
   PreviousTask = -1:-1:-1
   PreferredAgent = Undefined
   Service = (0) Hex 00000000
   CiscoReserved = (0) Hex 00000000
   ScriptSelector: chat_dn
   ServiceRequested = (0) Hex 00000000
ECC Variable Name: user.ece.activity.id
Value: 1012

(Notice the values of ECC variable Name and ScriptSelector)


2. INRCMSGNewCall/ RUN_APPLICATION_SCRIPT_REQ sent to Router :

13:52:51:838 pg3a-pim2 Trace: Send INRCMSGNewCall to Router : :
NEW_CALL RCID=5005 PID=5001 DID=11 DIDRelSeq#=1 GrpDelKey=5004 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=chat_dn CallingParty#= CED= MsgOrigin=1 RouteDevType=6 Originator=ece NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=5001 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=0 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=
Name Type Index Value
user.ece.activity.id Scalar 1012 
13:52:51:838 pg3a-pim2 Trace: MR_Peripheral::On_Router_RunScript
RUN_SCRIPT RCID=5005 PID=5001 DID=11 DIDRelSeq#=0 InvokeID=14 CRS(RtrDate=152834,RtrCID=406) RCKSeq#=0 CallTypeID=5003 NICCalledParty#=chat_dn ScriptID=NVRUM_Script ScriptConfig= CallingParty#= CED= PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10= EstimatedWaitTime=0
Name Type Index Value
user.ece.activity.id Scalar 1012 
13:52:51:838 pg3a-pim2 Trace: PG->Application:
Message = RUN_APPLICATION_SCRIPT_REQ; Length = 80 bytes
DialogueID = (11) Hex 0000000b
SendSeqNo = (1) Hex 00000001
InvokeID = (14) Hex 0000000e
ScriptID: NVRUM_Script
ScriptConfiguration: 
EstimatedWaitTime = (0) Hex 00000000
Call Variable 1: 
Call Variable 2: 
Call Variable 3: 
Call Variable 4: 
Call Variable 5: 
Call Variable 6: 
Call Variable 7: 
Call Variable 8: 
Call Variable 9: 
Call Variable 10: 
ECC Variable Name: user.ece.activity.id
Value: 1012


3. RUN_APPLICATION_SCRIPT_RESULT is received:

13:52:51:838 pg3a-pim2 Trace: Application->PG:
Message = RUN_APPLICATION_SCRIPT_RESULT; Length = 16 bytes


4. DO_THIS_WITH_TASK received:


13:52:51:838 pg3a-pim2 Trace: PG->Application:
Message = DO_THIS_WITH_TASK; Length = 90 bytes
DialogueID = (11) Hex 0000000b
SendSeqNo = (2) Hex 00000002
IcmTaskID = 152834:406: 1
SkillGroup = (5009) Hex 00001391
Service = Undefined
Agent = (5001) Hex 00001389
AgentInfo: 1004
Label: 
ApplicationString2: 
Call Variable 1: 
Call Variable 2: 
Call Variable 3: 
Call Variable 4: 
Call Variable 5: 
Call Variable 6: 
Call Variable 7: 
Call Variable 8: 
Call Variable 9: 
Call Variable 10: 
ECC Variable Name: user.ece.activity.id
Value: 1012

RTR logs :

NewCall is received:

13:52:51:838 ra-rtr Trace: (11 x 0 : 0 0) NewCall: CID=(152834,406), DN=chat_dn, ANI=, CED=, RCID=5005, MRDID=5001, CallAtVRU=1, OpCode=0 
13:52:51:838 ra-rtr Trace: 	RCKSeqNum=-1, NIC_DN= 

Route Complete is received:

13:52:51:838 ra-rtr Trace: (11 x 0 : 0 0) RouteComplete: 
13:52:51:838 ra-rtr Trace: 	Route: DN=chat_dn, ANI=, CED=, Label= 
13:52:51:838 ra-rtr Trace: 	Route: CID=(152834,406), Labels=1 


DeviceTargetPreCall is generated:

13:52:51:838 ra-rtr Trace: (11 x 0 : 0 0) DeviceTargetPreCall_V12: CID=(152834,406), PerID=5000, SGSTID=5009, AGSTID=5001 NetworkCallFlags=0, InvokeID=343, GREET= 
13:52:51:838 ra-rtr Trace: 	DN=chat_dn, ANI=, CED=, CustDBProvidedDigits=, RouteID=5002, NetworkTargetID=0 
13:52:51:838 ra-rtr Trace: 	RCKSeqNum=0, DelayQTime=0, DelayRouterTime=0, SGDelayQTime=0 
13:52:51:838 ra-rtr Trace: 	CallGUID=, CustomerID=1 
13:52:51:838 ra-rtr Trace: 	LocationParamPKID=, LocationParamName=, SIPHeader= 
13:52:51:838 ra-rtr Trace: 	NIC_CalledPartyNumber=chat_dn 
13:52:51:838 ra-rtr Trace: 	PV1= PV2= PV3= PV4= PV5= 
13:52:51:838 ra-rtr Trace: 	PV6= PV7= PV8= PV9= PV10= 
13:52:51:838 ra-rtr Trace: (11 x 0 : 0 0) Connect: CID=(152834,406), EventSelect=0, ServiceType=0, RCID=5005, Label(s)= 

From OPC logs:

NEW_CALL request


13:52:51:838 pg3a-opc Trace: SendINRCMessage: NEW_CALL  RCID=5005 PID=5001 DID=11 DIDRelSeq#=1 GrpDelKey=5004 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=chat_dn CallingParty#= CED= MsgOrigin=1 RouteDevType=6 Originator=ece NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=5001 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=0 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=
Name                           Type        Index    Value
user.ece.activity.id           Scalar               1012 


RUN_SCRIPT


13:52:51:838 pg3a-opc Trace: SendPIMINRCMessage: RUN_SCRIPT  RCID=5005 PID=5001 DID=11 DIDRelSeq#=0 InvokeID=14 CRS(RtrDate=152834,RtrCID=406) RCKSeq#=0 CallTypeID=5003 NICCalledParty#=chat_dn ScriptID=NVRUM_Script ScriptConfig= CallingParty#= CED= PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10= EstimatedWaitTime=0
Name                           Type        Index    Value
user.ece.activity.id           Scalar               1012 


SCRIPT_RESP


13:52:51:838 pg3a-opc Trace: SendINRCMessage: SCRIPT_RESP  RCID=5005 PID=5001 DID=11 DIDRelSeq#=2 InvokeID=14 ResultCode=0 CED= PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=
Name                           Type        Index    Value
user.ece.activity.id           Scalar               1012 



CONNECT is generated


13:52:51:838 pg3a-opc Trace: SendPIMINRCMessage: CONNECT  RCID=5005 PID=5001 DID=11 DIDRelSeq#=1 CRS(RtrDate=152834,RtrCID=406) RCKSeq#=0 ErrorCode=0 TRTargetID=-1 CorrID= EventSel=0 SvcType=0 NICCallID={N/A} PGCallID={N/A}
 OperationCode=CLASSIC OperationFlags=COOP_NONE NetworkTransferEnabled=F NICCalledParty#=chat_dn SGSTID=5009 SvcSTID=-1 AGSTID=5001 AGInfo=1004, MRDID=5001 Interruptible=0 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=
Name                           Type        Index    Value
user.ece.activity.id           Scalar               1012 

Cas 3 . Lorsqu'un agent reçoit le travail de conversation et commence à répondre ; AgentState devient ACTIVE. Dans ce scénario, CTIServer rapporte les informations ci-dessous dans les journaux.

CTIServer logs :

10:26:41:486 cg1a-ctisvr Session 5: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0
10:26:41:486 cg1a-ctisvr Session 5: PeripheralType:EnterpriseAgent SkillGroupState:ACTIVE StateDuration:0 SkillGroupNumber:2
10:26:41:486 cg1a-ctisvr Session 5: SkillGroupID:5009 SkillGroupPriority:0 AgentState:ACTIVE EventReasonCode:0 MRDID:5001 

OPC logs:


10:26:41:486 pg1a-opc Trace: RemoveFromSkillGroupStats: AGSTID=5001 Periph#=1011 SGSTID=5009, SG#=2 State=AS_RESERVED AgentObj=0x4640040 
10:26:41:486 pg1a-opc Trace: AddToSkillGroupStats: AGSTID=5001 Periph#=1011 SGSTID=5009, SG#=2 State=AS_ACTIVE AgentObj=0x4640040 
10:26:41:486 pg1a-opc Trace: SetAgentState: ASTID=5001 Periph#=1011 MRDomainID=5001 SGSTID=5009 SG#=2(0x2) OldState=AS_RESERVED NewState=AS_ACTIVE Duration=0 CurLine=-1 ReasonCode=0 AgentObj=0x4640040