Rastrear eventos de roteamento de tarefas em um ambiente CCE integrado com o Webex Connect

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Atualizado:8 de abril de 2025

ID do documento:222937

Linguagem imparcial

O conjunto de documentação deste produto faz o possível para usar uma linguagem imparcial. Para os fins deste conjunto de documentação, a imparcialidade é definida como uma linguagem que não implica em discriminação baseada em idade, deficiência, gênero, identidade racial, identidade étnica, orientação sexual, status socioeconômico e interseccionalidade. Pode haver exceções na documentação devido à linguagem codificada nas interfaces de usuário do software do produto, linguagem usada com base na documentação de RFP ou linguagem usada por um produto de terceiros referenciado. Saiba mais sobre como a Cisco está usando a linguagem inclusiva.

Sobre esta tradução

A Cisco traduziu este documento com a ajuda de tecnologias de tradução automática e humana para oferecer conteúdo de suporte aos seus usuários no seu próprio idioma, independentemente da localização. Observe que mesmo a melhor tradução automática não será tão precisa quanto as realizadas por um tradutor profissional. A Cisco Systems, Inc. não se responsabiliza pela precisão destas traduções e recomenda que o documento original em inglês (link fornecido) seja sempre consultado.

Arquitetura de implantação

Logs

Portal do Webex Connect

Conexão em nuvem - Roteamento digital

Router

Console do navegador

Informações Relacionadas

Introdução

Este documento descreve o fluxo de mensagens para uma nova tarefa roteada para um agente em uma solução Contact Center Enterprise integrada ao Webex Connect.

Pré-requisitos

Requisitos:

A Cisco recomenda que você tenha conhecimento destes tópicos:

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

Componente usado:

As informações neste documento são baseadas nestas versões de software e hardware:

Versão do ICM: 12.6(2)
Versão do Finesse: 12.6(2)
Webex Control Hub
Portal do Webex Connect
Portal Webex Engage

As informações neste documento foram criadas a partir de dispositivos em um ambiente de laboratório específico. Todos os dispositivos utilizados neste documento foram iniciados com uma configuração (padrão) inicial. Se a rede estiver ativa, certifique-se de que você entenda o impacto potencial de qualquer comando.

Background

O Webex Connect permite que a empresa da Central de Contatos e seus clientes interajam usando canais digitais como e-mail, bate-papo e SMS. A solução Contact Center Enterprise (CCE) integra-se ao Webex Connect para criar uma experiência omnichannel perfeita para os clientes. Essa integração ajuda os clientes a interagir através de canais de comunicação digitais e de voz. O Webex Connect oferece um completo autoatendimento e integração de ambos para capacitar os clientes a obter respostas para algumas perguntas comuns. Ele fornece uma solução unificada para roteamento integrado, Agent Desktop e serviço de relatórios. O Webex Connect oferece uma estrutura simplificada que ajuda parceiros e clientes a interagirem por meio de canais digitais.

Arquitetura de implantação

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Component Summary Resumo do Componente

Roteamento da atividade

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Logs

Portal do Webex Connect

Nó - Configurar evento APP

Este nó é o ponto inicial do fluxo. Os logs desse nó mostram detalhes, como o Ponto de entrada do aplicativo configurado no portal do Webex Connect, a URL na qual o formulário de bate-papo foi iniciado e assim por diante.

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Nó - Formulário pré-bate-papo

Os logs desse nó mostram as perguntas carregadas do modelo de bate-papo criado no portal do Webex Connect.

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Nó - Receber

Os logs desse nó mostram as respostas fornecidas às perguntas carregadas do modelo de bate-papo.

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Nó - CCE Criar tarefa

Este nó chama a API de Tarefa da Empresa do Contact Center para criar uma nova Tarefa. Ao configurar fluxos no Webex Connect, esse nó é necessário para criar a tarefa no Contact Center Enterprise.

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Conexão em nuvem - Roteamento digital

## 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

PG do agente - 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

Console do navegador

## 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"}}

Informações Relacionadas

Guia de recursos - Integração de canais digitais usando o Webex Connect:

Guia do usuário do gadget Cisco Contact Center Enterprise Manage Digital Channels:

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

Guia de administração e configuração do Webex Envolva-se com o Cisco Contact Center Enterprise:

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

Integração do Cisco Contact Center Enterprise (CCE) com o Webex Connect
https://help.imiconnect.io/docs/cce_overview

Histórico de revisões

Revisão	Data de publicação	Comentários
1.0	09-Apr-2025	Versão inicial

Colaborado por engenheiros da Cisco

Joshua Raja
TAC da Cisco
Robert Rogier
TAC da Cisco

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