Tenere traccia degli eventi di instradamento dei task in un ambiente aziendale di contact center

Aggiornato:14 febbraio 2024
ID documento:221684

Linguaggio senza pregiudizi

La documentazione per questo prodotto è stata redatta cercando di utilizzare un linguaggio senza pregiudizi. Ai fini di questa documentazione, per linguaggio senza di pregiudizi si intende un linguaggio che non implica discriminazioni basate su età, disabilità, genere, identità razziale, identità etnica, orientamento sessuale, status socioeconomico e intersezionalità. Le eventuali eccezioni possono dipendere dal linguaggio codificato nelle interfacce utente del software del prodotto, dal linguaggio utilizzato nella documentazione RFP o dal linguaggio utilizzato in prodotti di terze parti a cui si fa riferimento. Scopri di più sul modo in cui Cisco utilizza il linguaggio inclusivo.

Informazioni su questa traduzione

Cisco ha tradotto questo documento utilizzando una combinazione di tecnologie automatiche e umane per offrire ai nostri utenti in tutto il mondo contenuti di supporto nella propria lingua. Si noti che anche la migliore traduzione automatica non sarà mai accurata come quella fornita da un traduttore professionista. Cisco Systems, Inc. non si assume alcuna responsabilità per l’accuratezza di queste traduzioni e consiglia di consultare sempre il documento originale in inglese (disponibile al link fornito).

    Introduzione

    In questo documento viene descritto il flusso di messaggi per una nuova attività instradata a un agente in un ambiente Contact Center Enterprise.

    Prerequisiti

    Requisiti

    Cisco raccomanda la conoscenza dei seguenti argomenti:

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

    Componenti usati

    Le informazioni fornite in questo documento si basano sulle seguenti versioni software e hardware:

    • Versione ICM: 12.6(1)
    • Versione Finesse: 12.6(1)
    • Versione CCP: 12.5(1) SU1

    Le informazioni discusse in questo documento fanno riferimento a dispositivi usati in uno specifico ambiente di emulazione. Su tutti i dispositivi menzionati nel documento la configurazione è stata ripristinata ai valori predefiniti. Se la rete è operativa, valutare attentamente eventuali conseguenze derivanti dall'uso dei comandi.

    Registri necessari

    • API REST pubblico CCP (CCBU-ccppublicapps)
    • CCP REST API (CCBU-ccpapi)
    • Servizio runtime CCP (CCBU-runtime)
    • Servizi Web Finesse Desktop
    • Server CTI ICM (ctisvr)
    • PIM (ICM Media Routing PIM)
    • Router ICM (rtr)
    note-icon

    Nota:

    • Per un controllo dettagliato delle attività nel log di WebServices, abilitare un livello di traccia superiore in Finesse WebServices utilizzando il comando: utilizza finesse log configuration update webservices ROOT TRACE
    • L'aggiornamento del livello di configurazione del log su DEBUG o TRACE può influire sulle prestazioni del sistema Finesse.

    Premesse

    L'instradamento delle attività descrive la capacità dei sistemi di instradare le richieste provenienti da diversi canali multimediali a qualsiasi agente di un contact center.
    Le applicazioni multicanale di terze parti possono utilizzare la coda universale integrandosi con CCE tramite le API di Routing delle operazioni.
    Le API di instradamento delle operazioni forniscono un modo standard per richiedere, mettere in coda, instradare e gestire le operazioni multicanale di terze parti in CCE.

    CCP e task routing

    Le applicazioni multicanale di terze parti utilizzano l'API delle attività dei CCP per inviare operazioni non vocali a CCE.
    L'API funziona in combinazione con i feed attività, le campagne e le notifiche CCP per passare le richieste di attività al contact center per il routing.
    L'API Task supporta l'utilizzo di variabili Call e ECC per le richieste di attività. Utilizzare queste variabili per inviare informazioni specifiche dell'utente con la richiesta, inclusi attributi del supporto quali l'URL della chat room o l'handle di posta elettronica.

    TaskRouting

    Analisi log

    Flusso di messaggi semplice

    1. L'applicazione multicanale di terze parti invia un evento NEW_TASK a MR_PG.

    2. MR_PG utilizza questa richiesta NEW_TASK e invia una richiesta 'Route' al router con il numero composto (DN)

    3. In base al DN, il router esegue lo script associato e viene selezionato un agente disponibile.

    4. Il router invia quindi un messaggio DEVICE_TARGET_PRE_CALL_IND all'opzione PG dell'agente; in base a questo messaggio, ctisvr pone l'agente in stato RISERVATO.

    • Allo stesso tempo, il router invia un messaggio CONNECT al prompt MRPG.

    5. MR_PG invia un evento DO_THIS_WITH_TASK all'applicazione.

    6. L'applicazione invia un'offerta_TASK_IND al ctisvr, indicando che all'agente è stato offerto un task.

    • In risposta, il ctisvr invia un messaggio offer_TASK_EVENT per confermare che l'agente specificato è stato riservato per la gestione dell'attività specificata

    7. Successivamente, l'applicazione invia un messaggio START_TASK_IND al ctisvr per segnalare che l'agente è iniziato.

    • Ctisvr risponde con START_TASK_EVENT per confermare che l'agente specificato ha avviato la gestione dell'operazione.

    8. Durante l'elaborazione dell'evento START_TASK_IND, ctisvr aggiorna lo stato dell'agente su ATTIVO per l'MRD non voce e la sessione è ora attiva.

    9. Al termine della sessione, il ctisvr riceve un messaggio END_TASK_IND indicante che l'attività è terminata e invia un messaggio END_TASK_EVENT in risposta.

    Stati agente per domini di routing dei supporti non vocali (MRD):

    • NON PRONTO - L'agente è collegato a MRD, ma si trova nello stato Non pronto
    • NOT ACTIVE - L'agente è collegato a MRD ed è nello stato Ready
    • RISERVATO: l'attività viene presentata all'agente.
    • ATTIVO: il task è stato accettato e l'agente è attivamente impegnato nella gestione del task.

    CTISVR

    Agent is logged into Finesse and is in the ready status for Task Management:
    08:54:27:874 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=LOGIN SGDur=0 St=NOT_READY Dur=0 Reason=0 MRDID=5011 NumTasks=0 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=0 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=0 TerminalName=UCSFSJEFFERS 
    08:54:34:531 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=NOT_ACTIVE SGDur=0 St=NOT_ACTIVE Dur=0 Reason=0 MRDID=5011 NumTasks=0 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=0 TerminalName=UCSFSJEFFERS

    CCBU-CCPPUBLICAPPS

    CCPPublicapps submits a SocialContact Create Request to CCBU-Runtime for a new task:
    0000000078: 192.168.1.1: Jan 30 2024 08:55:49.233 -0500: %CCBU__CCPPUBLICAPPS-6-REQUEST_INITIATED: %[Description=Report Lost Credit Card][FeedId=100080][HttpMethod=GET][Name=user@email][Title=Report Lost Credit Card]: Request initiated 
    0000000011: 192.168.1.1: Jan 30 2024 08:55:49.235 -0500: %CCBU_________CCPAPI-6-CREATE_SOCIAL_CONTACT: Submitting SocialContact Create Request with requestId:OTPW4p

    RUNTIME CCBU

    CCBU-Runtime receives the request to create a SocialContact for a new task:
    0000000056: 192.168.1.1: Jan 30 2024 08:55:49.243 -0500: %CCBU__________FEEDS-6-MSG_INCOMING_FROM_BUS: %[correlation_id=2][mid=ID:sm1.dcloud.cisco.com-38977-1706611030181-4:2:2:1:3][msg_kind=ActiveMQMapMessage][msg_type=PUSH.PushSocialContactRequest]: A message has been received by the message bus 
    0000000057: 192.168.1.1: Jan 30 2024 08:55:49.246 -0500: %CCBU__________FEEDS-6-CREATE_SOCIAL_CONTACT: Got Request to Create Social Contact with RequestId:ZgjHyn

    RUNTIME CCBU

    SocialContact is created and a SocialContactID is generated:
    In this step, note down the the SocialContactID and use it to track the task through the rest of the logs.
    0000000062: 192.168.1.1: Jan 30 2024 08:55:49.272 -0500: %CCBU__________FEEDS-6-SOCIAL_CONTACT_CREATED: %[SOCIAL_CONTACT_ID=5AA797871000018D0000004139ED7AD5][SOCIAL_CONTACT_LINK=http://ccp-ip/ccp/socialcontact/5AA797871000018D0000004139ED7AD5]: A new social contact was created 
    0000000063: 192.168.1.1: Jan 30 2024 08:55:49.273 -0500: %CCBU__________FEEDS-6-SOCIAL_CONTACT_PROCESSOR: SocialContactProcessor processSocialContact Exit with requestId:ZgjHyn 
    0000000064: 192.168.1.1: Jan 30 2024 08:55:49.273 -0500: %CCBU__________FEEDS-6-SOCIAL_CONTACT_CREATED: %[id=5AA797871000018D0000004139ED7AD5][timestamp=Tue Jan 30 08:55:49 EST 2024]: SC created and sent confirmation message back to webapp

    RUNTIME CCBU

    SocialContact is currently in the unread status:
    // Campaign ID and the SocialContact tags are associated with the SocialContact.
    0000000140: 192.168.1.1: Jan 30 2024 08:55:49.329 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Read from Cassandra before update Solr index returned for scId=5AA797871000018D0000004139ED7AD5 ;status= unread 
    0000000072: 192.168.1.1: Jan 30 2024 08:55:49.343 -0500: %CCBU_______CAMPAIGN-6-RECEIVED_FILTER_SOCIAL_CONTACT_RESPONSE: %[FILTER_ID=90001][FILTER_RESPONSE=100][SOCIAL_CONTACT_ID=5AA797871000018D0000004139ED7AD5]: A social contact filter response was received. 
    0000000073: 192.168.1.1: Jan 30 2024 08:55:49.344 -0500: %CCBU_______CAMPAIGN-6-SC_FILTER_CACHE_UPDATE: %[CAMPAIGN_ID=100081][FILTER_ID=90001][SOCIAL_CONTACT_ID=5AA797871000018D0000004139ED7AD5]: Updated task with the particular filter result in cache 
    0000000074: 192.168.1.1: Jan 30 2024 08:55:49.349 -0500: %CCBU_______CAMPAIGN-6-UPDATING_SOCIAL_CONTACT_CAMPAIGN_STATUS: %[CAMPAIGN_ID=100081][CAMPAIGN_NAME=Cumulus Task][CAMPAIGN_STATUS=IN][SOCIAL_CONTACT_ID=5AA797871000018D0000004139ED7AD5][SOCIAL_CONTACT_LINK=http://ccp-ip/ccp/socialcontact/5AA797871000018D0000004139ED7AD5]: Updating the social contact's status in the campaign 
    0000000141: 192.168.1.1: Jan 30 2024 08:55:49.366 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Read from Cassandra before update Solr index returned for scId=5AA797871000018D0000004139ED7AD5 ;status= unread 
    0000000047: 192.168.1.1: Jan 30 2024 08:55:49.398 -0500: %CCBU___NOTIFICATION-6-NOTIFICATION_REQUEST: %[CampaignID=[100081]][SocialContactID=5AA797871000018D0000004139ED7AD5][Tags=[cisco_uq_tag, discard_on_recovery]]: A Notification Request received

    SIGNOR PIM

    MR PIM receives the NEW_TASK event from CCP:
    08:55:49:391 PG2A-pim3 Trace: Application->PG:
    Message = NEW_TASK; Length = 201 bytes
    DialogueID = (4) Hex 00000004
    SendSeqNo = (1) Hex 00000001
    MRDomainID = Undefined
    PreviousTask = -1:-1:-1
    PreferredAgent = Undefined
    Service = (0) Hex 00000000
    CiscoReserved = (0) Hex 00000000
    ScriptSelector: CumulusTask
    ApplicationString1: ae93f5ad-452d-4c52-8057-8d23864a8a8a
    ApplicationString2: 5AA797871000018D0000004139ED7AD5
    ServiceRequested = (0) Hex 00000000

    MR PIM sends a NEW_CALL event to the Router for this new task: 
    08:55:49:391 PG2A-pim3 Trace: Send INRCMSGNewCall to Router : :
    NEW_CALL RCID=5004 PID=5001 DID=4 DIDRelSeq#=1 GrpDelKey=5004 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=CumulusTask CallingParty#=ae93f5ad-452d-4c52-8057-8d23864a8a8a CED=5AA797871000018D0000004139ED7AD5 MsgOrigin=1 RouteDevType=6 Originator=sm1 NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=-1 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=0 QueueType=-1 QueueID=0

    RTR

    Router receives the NewCall event and then runs the associated script, which then picks an available agent:
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) NewCall: CID=(154526,37051928), DN=CumulusTask, ANI=ae93f5ad-452d-4c52-8057-8d23864a8a8a, CED=5AA797871000018D0000004139ED7AD5, RCID=5004, MRDID=5011, CallAtVRU=1, OpCode=0, CallGUID=, CCAIConfigParam=, OpType=0 
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) CID=(154526,37051928):CumulusTask:Step 1 sending call to Agent 5172

    Once an agent picked, the Router sends a Device PreCallIndicator message to the cti server in order to reserve the agent:
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) DeviceTargetPreCall_V14: CID=(154526,37051928), PerID=5000, PQID=5034, StepOrder=1, AGSTID=5172 NetworkCallFlags=0, InvokeID=635, GREET=, NumEnabledServices=2, EnabledServiceTypes=[ 1 2 ], CCAIConfigParam=4f62417b-bbea-44b9-9ba0-ba3e51ad8272 
    08:55:49:401 ra-rtr Trace: DN=CumulusTask, ANI=ae93f5ad-452d-4c52-8057-8d23864a8a8a, CED=5AA797871000018D0000004139ED7AD5, CustDBProvidedDigits=, RouteID=0, NetworkTargetID=0 
    08:55:49:401 ra-rtr Trace: RCKSeqNum=0, DelayQTime=0, DelayRouterTime=0, SGDelayQTime=0 
    08:55:49:401 ra-rtr Trace: CallGUID=, CustomrID=1 ServiceRequested=0 
    08:55:49:401 ra-rtr Trace: LocationParamPKID=, LocationParamName=, SIPHeader= 
    08:55:49:401 ra-rtr Trace: NIC_CalledPartyNumber=CumulusTask ECCPayloadID=1 
    08:55:49:401 ra-rtr Trace: OrigRCCallID{PhyCtrlID=0, RCID=0, DlgID=0x0} OrigOperationType=0

    At the same time, Router also sends a CONNECT message to the MR PG:
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) Connect: CID=(154526,37051928), EventSelect=0x0, ServiceType=0, RCID=5004, ECCPayloadID=1 Label(s)= InvokeID=635 
    08:55:49:401 ra-rtr Trace: (4 x 0 : 0 0) Deleting Dialog. 
    08:55:50:448 ra-rtr Trace: Agent 5172 from PG domain 5011. [na-0:3[0],RA*] to [res-0+1:3[0],R]

    SIGNOR PIM

    MR PIM receives the CONNECT message from the Router and then sends a DO_THIS_WITH_TASK event to the CCP Server:
    08:55:49:391 PG2A-pim3 Trace: MR_Peripheral::On_Router_Connect:
    CONNECT RCID=5004 PID=5001 DID=4 DIDRelSeq#=0 CRS(RtrDate=154526,RtrCID=37051928) RCKSeq#=0 ErrorCode=0 TRTargetID=-1 CorrID= EventSel=0 SvcType=0 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE NetworkTransferEnabled=F ECCPayloadID=1 InvokeID=635 NICCalledParty#=CumulusTask SGSTID=5199 PQID=5034 SvcSTID=-1 AGSTID=5172 AGInfo=5172, MRDID=5011 Interruptible=1

    08:55:49:391 PG2A-pim3 Trace: PG->Application:
    Message = DO_THIS_WITH_TASK; Length = 135 bytes
    DialogueID = (4) Hex 00000004
    SendSeqNo = (1) Hex 00000001
    IcmTaskID = 154526:37051928: 1
    SkillGroup = (5199) Hex 0000144f
    Service = Undefined
    Agent = (5172) Hex 00001434
    AgentInfo: 5172
    Label: 
    ApplicationString2: 
    MRDID = (5011) Hex 00001393
    Interruptible = (1) Hex 00000001

    CTISVR

    Agent is RESERVED:
    08:55:49:391 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=RESERVED SGDur=0 St=RESERVED Dur=0 Reason=0 MRDID=5011 NumTasks=1 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=0 TerminalName=UCSFSJEFFERS 
    08:55:49:391 cg3A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument=1080 RouterCallKey=154526 37051928 1 NetworkTargetID=0 SvSkTargID=-1(-1) SkGroupSkTarID=5199(12282837) AgSkTargID=5172 ANI=ae93f5ad-452d-4c52-8057-8d23864a8a8a CED=5AA797871000018D0000004139ED7AD5 CallTypeID=5053 PreCallInvokeID=635 ProtocolReferenceGUID= NumEnabledServices=2 EnabledServiceTypes=[ 1 2 ] CCAIConfigParam=4f62417b-bbea-44b9-9ba0-ba3e51ad8272


    CCBU-CCPAPI

    SocialContact State = queued:
    0000000114: 192.168.1.1: Jan 30 2024 08:55:49.508 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@183bcad[author=user@email,title=Report Lost Credit Card,campaignIds=[100081],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[cisco_uq_tag, discard_on_recovery],oldTags=[cisco_uq_tag, discard_on_recovery],screenPopUrl=,socialContactExtensionFields={cv_1=Scott McTominay, cv_3=123456789, mrdID=5011, cv_2=Report Lost Credit Card, scriptSelector=CumulusTask, mrdIsInterruptible=true, cv_4=user@email, taskID=154526_37051928_1},socialContactId=5AA797871000018D0000004139ED7AD5,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Tue Jan 30 08:55:49 EST 2024,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=queued,socialContactStatusDate=Tue Jan 30 08:55:49 EST 2024,socialContactStatusReason=externally_routed,socialContactStatusUserId=system,socialContactTags=[],sourceType=task,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0,originalRequestTimeStamp=0]]: A DSNotificationEvent received 
    0000000115: 192.168.1.1: Jan 30 2024 08:55:49.509 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_START: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign]: Publishing contact 
    0000000116: 192.168.1.1: Jan 30 2024 08:55:49.511 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_END: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign][Payload=<SocialContact><author>user@email</author><campaignPublicId>WCS_Campaign</campaignPublicId><chatIsInvited>false</chatIsInvited><extensionFields><extensionField><name>mrdIsInterruptible</name><value>true</value></extensionField><extensionField><name>cv_4</name><value>user@email</value></extensionField><extensionField><name>cv_1</name><value>Scott McTominay</value></extensionField><extensionField><name>cv_3</name><value>123456789</value></extensionField><extensionField><name>mrdID</name><value>5011</value></extensionField><extensionField><name>cv_2</name><value>Report Lost Credit Card</value></extensionField><extensionField><name>scriptSelector</name><value>CumulusTask</value></extensionField><extensionField><name>taskID</name><value>154526_37051928_1</value></extensionField></extensionFields><id>5AA797871000018D0000004139ED7AD5</id><publishedDate>1706622949233</publishedDate><refURL>http://sm1.dcloud.cisco.com/ccp-webapp/ccp/socialcontact/5AA797871000018D0000004139ED7AD5</refURL><sourceType>task</sourceType><status>queued</status><statusReason>externally_routed</statusReason><statusTimestamp>1706622949256</statusTimestamp><statusUserId>system</statusUserId><tags><tag>cisco_uq_tag</tag><tag>discard_on_recovery</tag></tags><title>Report Lost Credit Card</title></SocialContact>]: Published contact

    SocialContact State = reserved:
    0000000118: 192.168.1.1: Jan 30 2024 08:55:49.573 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@3d6d46[author=user@email,title=Report Lost Credit Card,campaignIds=[100081],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[cisco_uq_tag, discard_on_recovery],oldTags=[cisco_uq_tag, discard_on_recovery],screenPopUrl=,socialContactExtensionFields={cv_1=Scott McTominay, cv_3=123456789, mrdID=5011, cv_2=Report Lost Credit Card, scriptSelector=CumulusTask, mrdIsInterruptible=true, cv_4=user@email, taskID=154526_37051928_1},socialContactId=5AA797871000018D0000004139ED7AD5,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Tue Jan 30 08:55:49 EST 2024,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=reserved,socialContactStatusDate=Tue Jan 30 08:55:49 EST 2024,socialContactStatusReason=externally_routed,socialContactStatusUserId=5172,socialContactTags=[],sourceType=task,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0,originalRequestTimeStamp=0]]: A DSNotificationEvent received 
    0000000119: 192.168.1.1: Jan 30 2024 08:55:49.573 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_START: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign]: Publishing contact 
    0000000120: 192.168.1.1: Jan 30 2024 08:55:49.574 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_END: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign][Payload=<SocialContact><author>user@email</author><campaignPublicId>WCS_Campaign</campaignPublicId><chatIsInvited>false</chatIsInvited><extensionFields><extensionField><name>mrdIsInterruptible</name><value>true</value></extensionField><extensionField><name>cv_4</name><value>user@email</value></extensionField><extensionField><name>cv_1</name><value>Scott McTominay</value></extensionField><extensionField><name>cv_3</name><value>123456789</value></extensionField><extensionField><name>mrdID</name><value>5011</value></extensionField><extensionField><name>cv_2</name><value>Report Lost Credit Card</value></extensionField><extensionField><name>scriptSelector</name><value>CumulusTask</value></extensionField><extensionField><name>taskID</name><value>154526_37051928_1</value></extensionField></extensionFields><id>5AA797871000018D0000004139ED7AD5</id><publishedDate>1706622949233</publishedDate><refURL>http://sm1.dcloud.cisco.com/ccp-webapp/ccp/socialcontact/5AA797871000018D0000004139ED7AD5</refURL><sourceType>task</sourceType><status>reserved</status><statusReason>externally_routed</statusReason><statusTimestamp>1706622949256</statusTimestamp><statusUserId>5172</statusUserId><tags><tag>cisco_uq_tag</tag><tag>discard_on_recovery</tag></tags><title>Report Lost Credit Card</title></SocialContact>]: Published contact

    WEBSERVICES e CTISVR

    OFFER_TASK_IND sent to cti server by Finesse:
    103624: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:55:58.952 -0500]: [COMMAND_POOL-1-worker-9]: [c.c.c.f.a.a.c.CCECTIWriter]: [MESSAGE_TO_CTI_SERVER] Message going to the backend cti server cti_message_name: OfferTaskIndication, invokeId :35464 , mrdId: 5011, icmAgentId : 5172, taskId: 154526_37051928_1, skillGropupId : 5199, armServiceId : -1

    08:55:58:923 cg3A-ctisvr Session 3: MsgType:OFFER_TASK_IND (InvokeID:0x8a88 MRDID:5011 ICMAgentID:5172 
    08:55:58:923 cg3A-ctisvr Session 3: TaskID:154526/37051928/1ARMSkillGroupID:5199 ARMServiceID:N/A ) 
    08:55:58:923 cg3A-ctisvr Trace: ProcessOfferTaskInd - sessionID 3 
    08:55:58:923 cg3A-ctisvr Trace: SendARMMsg: ARM_OFFER_TASK_IND-- InvokeID = 35464, ClientInvokeID = 35464, MRDID = 5011, ICMAgentID = 5172, TaskID = 154526/37051928/1
    SkillGroupID = 5199, ServiceID = -1, SessionID = 3

    In response, OFFER_TASK_EVENT is sent to Finesse:
    08:55:58:923 cg3A-ctisvr Trace: OFFER_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5011 
    08:55:58:923 cg3A-ctisvr Trace: TaskID=154526:37051928:1 ICMAgentID=5172 SkillGroupID=5199 
    08:55:58:923 cg3A-ctisvr Trace: ServiceID=2671908 ApplicationRouted

    SERVIZI WEB

    OfferTaskEvent received by Finesse:
    103629: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:55:58.953 -0500]: [EVENT_POOL-1-worker-17]: [c.c.c.f.a.a.m.RunnableHandler]: [MESSAGE_FROM_CTI_SERVER] Message coming to Finesse from backend cti server Name of the CTI Message: OfferTaskEvent, Entire cti message payload: CTIOfferTaskEvent [ invokeID=null, cti_sequence_id=43400, msgID=194, msgName=OfferTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, peripheralType=4, mrdId=5011, icmAgentID=5172, taskId=154526_37051928_1, skillGroupID=5199, serviceID=-1, applicationRouted=true] 
    103630: [INFO]: [call-id [154526_37051928_1]] [agent-id [1080]]: [Jan 30 2024 08:55:58.954 -0500]: [EVENT_POOL-1-worker-17]: [c.c.c.f.c.XMPPPublishUtils]: [XMPP_PUBLISH_ASYNCHRONOUS] Publishing XMPP Message Asynchronously. node_id: /finesse/api/User/1080/Dialogs/Media, payload: <notification xmlns='http://jabber/protocol/pubsub'><Update><data><dialog><taskId><routerCallKeyDay>154526</routerCallKeyDay><routerCallKeyCallID>37051928</routerCallKeyCallID><routerCallKeySequenceNum>1</routerCallKeySequenceNum></taskId><id>154526_37051928_1</id><mediaProperties><mediaId>5011</mediaId><dialedNumber>CumulusTask</dialedNumber><queueNumber>12282837</queueNumber><queueName>CumulusTask</queueName><callKeyCallId>37051928</callKeyCallId><callKeyPrefix>154526</callKeyPrefix><callKeySequenceNum>1</callKeySequenceNum></mediaProperties><mediaType>Tasks</mediaType><participants><Participant><actions><action>UPDATE_CALL_DATA</action><action>TRANSFER</action><action>START</action><action>CLOSE</action></actions><mediaAddress>1080</mediaAddress><mediaAddressType></mediaAddressType><startTime>2024-01-30T13:55:49.426Z</startTime><state>ACCEPTED</state><stateCause></stateCause><stateChangeTime>2024-01-30T13:55:58.953Z</stateChangeTime></Participant></participants><state>ACCEPTED</state><uri>/finesse/api/Dialog/154526_37051928_1</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/154526_37051928_1</source></Update></notification> 
    103631: [INFO]: [call-id [154526_37051928_1]] [agent-id [1080]]: [Jan 30 2024 08:55:58.954 -0500]: [EVENT_POOL-1-worker-17]: [c.c.c.f.c.c.d.CommandDispatcher]: [[COMMAND_DISPATCHER]] DnE-CHECKPOINT-5 - SEQS: [154526_37051928_1], dispatch_stats: CTI_CMD_QUEUE_TIME: 0, CTI_CMD_DISPATCH_TIME: 0, CTI_CMD_EXECUTION_TIME: 1, CTI_CMD_TOTAL_EXECUTION_TIME: 1, message_overall_stats: CTI_MSG_RCV_TIME:Jan 30 2024 08:55:58.953,CTI_MSG_TOTAL_PROCESSING_TIME:1,CTI_MSG_QUEUED_FOR_DECODING_TIME:0,CTI_MSG_DECODE_TIME:0,CTI_MSG_ACMI_NOTIFY_TIME:0,CTI_MSG_DISPATCH_TIME:0,CTI_MSG_PROCESSING_TIME:1,CTI_MSG_LATENCY:-1,CTI_SOCKET_WAIT_TIME:-1, payload: CTIOfferTaskEvent [ invokeID=null, cti_sequence_id=43400, msgID=194, msgName=OfferTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, peripheralType=4, mrdId=5011, icmAgentID=5172, taskId=154526_37051928_1, skillGroupID=5199, serviceID=-1, applicationRouted=true]

    Finesse now sends START_TASK_IND to cti server:
    104059: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:56:53.772 -0500]: [COMMAND_POOL-1-worker-11]: [c.c.c.f.a.a.c.CCECTIWriter]: [MESSAGE_TO_CTI_SERVER] Message going to the backend cti server cti_message_name: StartTaskIndication, invokeId=35655, mrdId=5011, icmAgentId=5172, taskId=154526_37051928_1, armSkillGroupId=5199, armServiceId=-1

    CTISVR

    START_TASK_IND received from Finesse:
    08:56:53:745 cg3A-ctisvr Session 3: MsgType:START_TASK_IND (InvokeID:0x8b47 MRDID:5011 ICMAgentID:5172 
    08:56:53:745 cg3A-ctisvr Session 3: TaskID:154526/37051928/1ARMSkillGroupID:5199 ARMServiceID:N/A ) 
    08:56:53:745 cg3A-ctisvr Trace: ProcessStartTaskInd - sessionID 3 
    08:56:53:745 cg3A-ctisvr Trace: SendARMMsg: ARM_START_TASK_IND-- InvokeID = 35655, ClientInvokeID = 35655, MRDID = 5011, ICMAgentID = 5172, TaskID = 154526/37051928/1
    SkillGroupID = 5199, ServiceID = -1, SessionID = 3

    Agent is now in the ACTIVE state:
    08:56:53:745 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=ACTIVE SGDur=0 St=ACTIVE Dur=0 Reason=0 MRDID=5011 NumTasks=1 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=1 TerminalName=UCSFSJEFFERS

    START_TASK_EVENT is sent to Finesse:
    // Once the agent is moved to the ACTIVE state and the START_TASK_EVENT is sent to Finesse, this is when the agent is actively working on the task:
    08:56:53:745 cg3A-ctisvr Trace: START_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5011 
    08:56:53:745 cg3A-ctisvr Trace: TaskID=154526:37051928:1 ICMAgentID=5172 SkillGroupID=5199 
    08:56:53:745 cg3A-ctisvr Trace: ServiceID=2671908 ApplicationRouted

    SERVIZI WEB

    StartTaskEvent received by Finesse:
    104066: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:56:53.774 -0500]: [EVENT_POOL-1-worker-19]: [c.c.c.f.a.a.m.RunnableHandler]: [MESSAGE_FROM_CTI_SERVER] Message coming to Finesse from backend cti server Name of the CTI Message: StartTaskEvent, Entire cti message payload: CTIStartTaskEvent [ invokeID=null, cti_sequence_id=43634, msgID=195, msgName=StartTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, peripheralType=4, mrdId=5011, icmAgentID=5172, taskId=154526_37051928_1, skillGroupID=5199, serviceID=-1, applicationRouted=true] 
    104067: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:56:53.774 -0500]: [EVENT_POOL-1-worker-19]: [c.c.c.f.c.XMPPPublishUtils]: [XMPP_PUBLISH_ASYNCHRONOUS] Publishing XMPP Message Asynchronously. node_id: /finesse/api/User/1080/Dialogs/Media, payload: <notification xmlns='http://jabber/protocol/pubsub'><Update><data><dialog><taskId><routerCallKeyDay>154526</routerCallKeyDay><routerCallKeyCallID>37051928</routerCallKeyCallID><routerCallKeySequenceNum>1</routerCallKeySequenceNum></taskId><id>154526_37051928_1</id><mediaProperties><mediaId>5011</mediaId><dialedNumber>CumulusTask</dialedNumber><queueNumber>12282837</queueNumber><queueName>CumulusTask</queueName><callKeyCallId>37051928</callKeyCallId><callKeyPrefix>154526</callKeyPrefix><callKeySequenceNum>1</callKeySequenceNum></mediaProperties><mediaType>Tasks</mediaType><participants><Participant><actions><action>PAUSE</action><action>UPDATE_CALL_DATA</action><action>WRAP_UP</action><action>TRANSFER</action><action>CLOSE</action></actions><mediaAddress>1080</mediaAddress><mediaAddressType></mediaAddressType><startTime>2024-01-30T13:55:49.426Z</startTime><state>ACTIVE</state><stateCause></stateCause><stateChangeTime>2024-01-30T13:56:53.774Z</stateChangeTime></Participant></participants><state>ACTIVE</state><uri>/finesse/api/Dialog/154526_37051928_1</uri></dialog></data><event>PUT</event><requestId></requestId><source>/finesse/api/Dialog/154526_37051928_1</source></Update></notification> 
    104068: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:56:53.774 -0500]: [EVENT_POOL-1-worker-19]: [c.c.c.f.c.c.d.CommandDispatcher]: [[COMMAND_DISPATCHER]] DnE-CHECKPOINT-5 - SEQS: [154526_37051928_1], dispatch_stats: CTI_CMD_QUEUE_TIME: 0, CTI_CMD_DISPATCH_TIME: 0, CTI_CMD_EXECUTION_TIME: 0, CTI_CMD_TOTAL_EXECUTION_TIME: 0, message_overall_stats: CTI_MSG_RCV_TIME:Jan 30 2024 08:56:53.774,CTI_MSG_TOTAL_PROCESSING_TIME:0,CTI_MSG_QUEUED_FOR_DECODING_TIME:0,CTI_MSG_DECODE_TIME:0,CTI_MSG_ACMI_NOTIFY_TIME:0,CTI_MSG_DISPATCH_TIME:0,CTI_MSG_PROCESSING_TIME:0,CTI_MSG_LATENCY:-1,CTI_SOCKET_WAIT_TIME:-1, payload: CTIStartTaskEvent [ invokeID=null, cti_sequence_id=43634, msgID=195, msgName=StartTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, peripheralType=4, mrdId=5011, icmAgentID=5172, taskId=154526_37051928_1, skillGroupID=5199, serviceID=-1, applicationRouted=true]

    When the task is ended, END_TASK_IND is forwarded to the cti server by Finesse:
    104611: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.565 -0500]: [COMMAND_POOL-1-worker-13]: [c.c.c.f.a.a.c.CCECTIWriter]: [MESSAGE_TO_CTI_SERVER] Message going to the backend cti server cti_message_name: EndTaskIndication, Invoke id :35884 , mrdId: 5011, icmAgentId : 5172, taskId : 154526_37051928_1, icmDispositionCode: 38, appDispositionCode : 38

    CTISVR

    END_TASK_IND received from Finesse:
    08:58:10:536 cg3A-ctisvr Session 3: MsgType:END_TASK_IND (InvokeID:0x8c2c MRDID:5011 ICMAgentID:5172 
    08:58:10:536 cg3A-ctisvr Session 3: TaskID:154526/37051928/1ICMDisposition:38 ApplicationDisposition:38 WrapupData:"" ) 
    08:58:10:536 cg3A-ctisvr Trace: Decode string length error: element "WrapupData", strlen 0, fieldlen 2 ("") 
    08:58:10:536 cg3A-ctisvr Trace: ProcessEndTaskInd - sessionID 3 
    08:58:10:536 cg3A-ctisvr Trace: SendARMMsg: ARM_END_TASK_IND-- InvokeID = 35884, ClientInvokeID = 35884, TaskID = 154526/37051928/1, ICMDisposition = 38, ApplicationDisposition = 38, SessionID = 3
    WrapupData = , ApplicationData = 
    08:58:10:536 cg3A-ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 97 (CTI_END_TASK_EVENT) ...

    Agent is moved to NOT_ACTIVE status and END_TASK_EVENT is send back to Finesse:
    08:58:10:536 cg3A-ctisvr Trace: AGENT_EVENT: ID=1080 Periph=5000 Ext=1080 Inst=1080 Sig=Finesse UniqueInstID= SGSt=NOT_ACTIVE SGDur=0 St=NOT_ACTIVE Dur=0 Reason=0 MRDID=5011 NumTasks=1 MaxTaskLimit=3 MaxBeyondTaskLimit=0 AgtMode=1 AGTAvailStatus=1 ICMAgtID=5172 STID=5172 SGID=0xbb6bd5 SGSTID=5199 NumLines=0 CurLine=0 ClientStatus=0x1 Dir=0 TerminalName=UCSFSJEFFERS 
    08:58:10:536 cg3A-ctisvr Trace: END_TASK_EVENT: PeripherlID=5000 PeripherlType=4 MRDomainID=5011 
    08:58:10:536 cg3A-ctisvr Trace: TaskID=154526:37051928:1 PreviousTaskID=-1:-1:-1 
    08:58:10:536 cg3A-ctisvr Trace: ICMAgentID=5172

    SERVIZI WEB

    EndTaskEvent received on Finesse from the CTISVR:
    104624: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.568 -0500]: [EVENT_POOL-1-worker-16]: [c.c.c.f.a.a.m.RunnableHandler]: [MESSAGE_FROM_CTI_SERVER] Message coming to Finesse from backend cti server Name of the CTI Message: EndTaskEvent, Entire cti message payload: CTIEndTaskEvent [ invokeID=null, cti_sequence_id=43904, msgID=199, msgName=EndTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, mrdId=5011, agentSkillTargetID=5172, previousICMTaskId=-1_-1_-1, taskId=154526_37051928_1, icmDispositionCode=38, applicationDispositionCode=38, wrapUpData=null, applicationData=null]

    END_TASK_EVENT_HANDLER update sent to the Finesse client:
    104625: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.568 -0500]: [EVENT_POOL-1-worker-16]: [c.c.c.f.a.a.m.EndTaskEventHandler]: [END_TASK_EVENT_HANDLER] EndTaskEventHandler : Received CTIEndTaskEvent with ARMTaskDispositionCode : 38 
    104626: [INFO]: [call-id [154526_37051928_1]] [agent-id [1080]]: [Jan 30 2024 08:58:10.569 -0500]: [EVENT_POOL-1-worker-16]: [c.c.c.f.c.XMPPPublishUtils]: [XMPP_PUBLISH_ASYNCHRONOUS] Publishing XMPP Message Asynchronously. node_id: /finesse/api/User/1080/Dialogs/Media, payload: <notification xmlns='http://jabber/protocol/pubsub'><Update><data><dialogs><Dialog><taskId><routerCallKeyDay>154526</routerCallKeyDay><routerCallKeyCallID>37051928</routerCallKeyCallID><routerCallKeySequenceNum>1</routerCallKeySequenceNum></taskId><id>154526_37051928_1</id><mediaProperties><mediaId>5011</mediaId><dialedNumber>CumulusTask</dialedNumber><queueNumber>12282837</queueNumber><queueName>CumulusTask</queueName><callKeyCallId>37051928</callKeyCallId><callKeyPrefix>154526</callKeyPrefix><callKeySequenceNum>1</callKeySequenceNum></mediaProperties><mediaType>Tasks</mediaType><participants><Participant><actions></actions><mediaAddress>1080</mediaAddress><mediaAddressType></mediaAddressType><startTime>2024-01-30T13:55:49.426Z</startTime><state>CLOSED</state><stateCause></stateCause><stateChangeTime>2024-01-30T13:58:10.569Z</stateChangeTime></Participant></participants><dispositionCode>CD_NORMAL_END_DIALOG</dispositionCode><state>CLOSED</state><uri>/finesse/api/Dialog/154526_37051928_1</uri></Dialog></dialogs></data><event>DELETE</event><requestId></requestId><source>/finesse/api/User/1080/Media/5011/Dialogs</source></Update></notification> 
    104627: [INFO]: [call-id [154526_37051928_1]] [agent-id [1080]]: [Jan 30 2024 08:58:10.569 -0500]: [EVENT_POOL-1-worker-16]: [c.c.c.f.c.c.d.CommandDispatcher]: [[COMMAND_DISPATCHER]] DnE-CHECKPOINT-5 - SEQS: [154526_37051928_1], dispatch_stats: CTI_CMD_QUEUE_TIME: 1, CTI_CMD_DISPATCH_TIME: 0, CTI_CMD_EXECUTION_TIME: 1, CTI_CMD_TOTAL_EXECUTION_TIME: 2, message_overall_stats: CTI_MSG_RCV_TIME:Jan 30 2024 08:58:10.567,CTI_MSG_TOTAL_PROCESSING_TIME:-1,CTI_MSG_QUEUED_FOR_DECODING_TIME:0,CTI_MSG_DECODE_TIME:0,CTI_MSG_ACMI_NOTIFY_TIME:0,CTI_MSG_DISPATCH_TIME:0,CTI_MSG_PROCESSING_TIME:-1,CTI_MSG_LATENCY:-1,CTI_SOCKET_WAIT_TIME:-1, payload: CTIEndTaskEvent [ invokeID=null, cti_sequence_id=43904, msgID=199, msgName=EndTaskEvent, deploymentType=CCE, monitorId=0, peripheralId=5000, mrdId=5011, agentSkillTargetID=5172, previousICMTaskId=-1_-1_-1, taskId=154526_37051928_1, icmDispositionCode=38, applicationDispositionCode=38, wrapUpData=null, applicationData=null]

    Finesse now makes a REST call to CCP for the EndTask event:
    104632: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.569 -0500]: [SM-TASK-NOTIFIER-POOL-1]: [c.c.c.f.c.u.s.EndTaskSmRestJob]: [SM_REST_OPERATION_MSG] agent_id: 1080, task_id: 154526_37051928_1, sm_contact_id: 5AA797871000018D0000004139ED7AD5. EndTaskSmRestJob : About to make a REST call to SM for EndTask. 

    CCP returns a successful response indicating that the SocialContact is closed and marked as Handled:
    104633: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.679 -0500]: [SM-TASK-NOTIFIER-POOL-1]: [c.c.c.f.c.s.SMRestClientImpl]: [SOCIALMINER_HTTP_RESPONSE] Received HTTP Response from SOCIAL-MINER. Status: 200 
    104634: [INFO]: [call-id ] [agent-id ]: [Jan 30 2024 08:58:10.679 -0500]: [SM-TASK-NOTIFIER-POOL-1]: [c.c.c.f.c.u.s.EndTaskSmRestJob]: [SM_REST_OPERATION_MSG] agent_id: 1080, task_id: 154526_37051928_1, sm_contact_id: 5AA797871000018D0000004139ED7AD5. EndTaskSmRestJob : Done making call to SM for EndTask with Response Status- 200.

    CCBU-CCAPI

    CCP receives a request from Finesse to close the SocialContact:
    0000001461: 192.168.1.1: Jan 30 2024 08:58:10.641 -0500: %CCBU_________CCPAPI-6-REST_API_INFO: CONTACT_CLOSE: Received Close Request for SocialContact with ID: 5AA797871000018D0000004139ED7AD5 

    SocialContact status is updated to Handled:
    0000001462: 192.168.1.1: Jan 30 2024 08:58:10.650 -0500: %CCBU_________CCPAPI-6-REST_API_INFO: CONTACT_CLOSE: SocialContact ID: 5AA797871000018D0000004139ED7AD5 is valid for Close Operation 
    0000000165: 192.168.1.1: Jan 30 2024 08:58:10.655 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Write to Cassandra for scId=5AA797871000018D0000004139ED7AD5 ;status= handled 
    0000000166: 192.168.1.1: Jan 30 2024 08:58:10.665 -0500: %CCBU_____CCP-DS-API-6-CCP_DS_API_MESSAGE: Read from Cassandra before update Solr index returned for scId=5AA797871000018D0000004139ED7AD5 ;status= handled 
    0000001463: 192.168.1.1: Jan 30 2024 08:58:10.676 -0500: %CCBU_________CCPAPI-6-REST_API_INFO: CONTACT_CLOSE: Status for SocialContact: 5AA797871000018D0000004139ED7AD5 is updated to HANDLED 
    0000000121: 192.168.1.1: Jan 30 2024 08:58:10.680 -0500: %CCBU_______EVENTING-6-MSG_INCOMING_FROM_BUS: %[correlation_id=null][mid=ID:sm1.dcloud.cisco.com-35391-1706611083984-3:2:2:1:6][msg_kind=ActiveMQMapMessage][msg_type=NFY.NotificationEvent]: A message has been received by the message bus 
    0000000122: 192.168.1.1: Jan 30 2024 08:58:10.694 -0500: %CCBU_______EVENTING-6-DS_NOTIFICATION_EVENT: %[DSNotificationEvent=com.cisco.ccbu.ccp.interfaces.nfy.NotificationEvent@35210f[author=user@email,title=Report Lost Credit Card,campaignIds=[100081],eventType=SC_STATUS_CHANGE,notificationRuleId=0,notificationRuleName=,mediaRoutingDomainId=0,newTags=[cisco_uq_tag, discard_on_recovery],oldTags=[cisco_uq_tag, discard_on_recovery],screenPopUrl=,socialContactExtensionFields={cv_1=Scott McTominay, cv_3=123456789, mrdID=5011, cv_2=Report Lost Credit Card, scriptSelector=CumulusTask, mrdIsInterruptible=true, cv_4=user@email, taskID=154526_37051928_1},socialContactId=5AA797871000018D0000004139ED7AD5,socialContactChatIsInvited=false,socialContactChatInviteStatus=none,socialContactIntegrationAuthTokenGuid=,socialContactIsSoftLocked=false,socialContactPublishedDate=Tue Jan 30 08:55:49 EST 2024,socialContactScriptSelector=,socialContactShortUrlIds=[],socialContactStatus=handled,socialContactStatusDate=Tue Jan 30 08:55:49 EST 2024,socialContactStatusReason=externally_handled,socialContactStatusUserId=5172,socialContactTags=[],sourceType=task,hasMoreContacts=false,numContactsResend=0,numQueuedContact=0,originalRequestTimeStamp=0]]: A DSNotificationEvent received 
    0000000034: 192.168.1.1: Jan 30 2024 08:58:10.694 -0500: %CCBU_______MSGPROXY-6-MSG_INCOMING_FROM_BUS: %[correlation_id=null][mid=ID:sm1.dcloud.cisco.com-35391-1706611083984-3:2:2:1:6][msg_kind=ActiveMQMapMessage][msg_type=NFY.NotificationEvent]: A message has been received by the message bus 
    0000000123: 192.168.1.1: Jan 30 2024 08:58:10.694 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_START: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign]: Publishing contact 
    0000000124: 192.168.1.1: Jan 30 2024 08:58:10.696 -0500: %CCBU_______EVENTING-6-SOCIAL_CONTACT_PUBLISH_END: %[Contact=5AA797871000018D0000004139ED7AD5][Node=ccp.campaign.updates.WCS_Campaign][Payload=<SocialContact><author>user@email</author><campaignPublicId>WCS_Campaign</campaignPublicId><chatIsInvited>false</chatIsInvited><extensionFields><extensionField><name>mrdIsInterruptible</name><value>true</value></extensionField><extensionField><name>cv_4</name><value>user@email</value></extensionField><extensionField><name>cv_1</name><value>Scott McTominay</value></extensionField><extensionField><name>cv_3</name><value>123456789</value></extensionField><extensionField><name>mrdID</name><value>5011</value></extensionField><extensionField><name>cv_2</name><value>Report Lost Credit Card</value></extensionField><extensionField><name>scriptSelector</name><value>CumulusTask</value></extensionField><extensionField><name>taskID</name><value>154526_37051928_1</value></extensionField></extensionFields><id>5AA797871000018D0000004139ED7AD5</id><publishedDate>1706622949233</publishedDate><refURL>http://sm1.dcloud.cisco.com/ccp-webapp/ccp/socialcontact/5AA797871000018D0000004139ED7AD5</refURL><sourceType>task</sourceType><status>handled</status><statusReason>externally_handled</statusReason><statusTimestamp>1706622949256</statusTimestamp><statusUserId>5172</statusUserId><tags><tag>cisco_uq_tag</tag><tag>discard_on_recovery</tag></tags><title>Report Lost Credit Card</title></SocialContact>]: Published contact

    Scarica registri CCP

    Utilizzo di RTMT

    RTMT

    Uso della riga di comando CCP

    Elenca directory e file:

    file list activelog mmca/logs/*
    OR 
    file list activelog mmca/logs/* detail

    admin:file list activelog mmca/logs/*
    <dir> ccp-chat-gateway
    <dir> ccp-ds-indexer
    <dir> ccp-ds-storage
    <dir> ccp-xmpp-server
    <dir> ccpapi
    <dir> ccppublicapps
    <dir> certMgmt
    <dir> orm
    <dir> runtime
    <dir> tomcat
    informix-stats.out install_report_server.sh.out
    mmca-drs-reg.log sm1_mmca_dbsetup.log
    dir count = 10, file count = 4

    Scarica file registro:

    activelog

    CCP Chat Gateway Service
    file get activelog mmca/logs/ccp-chat-gateway/*

    CCP Datastore Service
    file get activelog mmca/logs/ccp-ds-storage/*

    CCP Indexer Service
    file get activelog mmca/logs/ccp-ds-indexer/*

    CCP ORM Service
    file get activelog mmca/logs/orm/*

    CCP Public REST API
    file get activelog mmca/logs/ccppublicapps/*

    CCP REST API
    file get activelog mmca/logs/ccpapi/*

    CCP Runtime Service
    file get activelog mmca/logs/runtime/*

    CCP XMPP Server Service
    file get activelog mmca/logs/ccp-xmpp-server/*

    CCP Tomcat
    file get activelog mmca/logs/tomcat/*

    Informazioni correlate

    12.6(1)
    Guida alle funzionalità UCCE - Task Routing

    12.6(2)
    Guida alle funzionalità UCCE - Task Routing

    Documentazione e supporto tecnico – Cisco Systems

    Cronologia delle revisioni

    Revisione Data di pubblicazione Commenti
    1.0
    14-Feb-2024
    Versione iniziale
    TAC Authored

    Contributo dei tecnici Cisco

    • Joshua Raja

    Questo documento ti è stato utile?

    FeedbackFeedback

    Contattaci

    Questo documento si applica a questi prodotti