在Contact Center Enterprise环境中跟踪任务路由事件

已更新: 2024 年 2 月 14 日
文档 ID:221684

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    简介

    本文档介绍路由到Contact Center Enterprise环境中座席的新任务的消息流。

    先决条件

    要求

    Cisco 建议您了解以下主题：

    • 思科客户协作平台(CCP)
    • 思科Finesse
    • 思科套装联络中心企业版(PCCE)
    • 思科统一联系中心企业版(UCCE)

    使用的组件

    本文档中的信息基于以下软件和硬件版本：

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

    本文档中的信息都是基于特定实验室环境中的设备编写的。本文档中使用的所有设备最初均采用原始（默认）配置。如果您的网络处于活动状态，请确保您了解所有命令的潜在影响。

    需要日志

    • CCP公共REST API(CCBU-ccppublicapps)
    • CCP REST API(CCBU-ccpapi)
    • CCP运行时服务(CCBU-runtime)
    • Finesse桌面Web服务
    • ICM CTI服务器(ctisvr)
    • ICM媒体路由PIM(mr pim)
    • ICM路由器(rtr)
    note-icon

    注意：

    • 要详细跟踪WebServices日志中的任务，请使用命令utils finesse log configuration update webservices ROOT TRACE在Finesse WebServices中启用更高的跟踪级别
    • 将日志配置级别更新为DEBUG或TRACE可能会影响Finesse系统的性能。

    背景信息

    任务路由说明系统能够将不同媒体通道中的请求路由到联系中心中的任何座席。
    通过任务路由API与CCE集成，第三方多通道应用可以使用通用队列。
    任务路由API提供在CCE中请求、排队、路由和处理第三方多通道任务的标准方法。

    CCP和任务路由

    第三方多通道应用使用CCP的任务API向CCE提交非语音任务。
    API与CCP任务源、活动和通知配合使用，将任务请求传递到联系中心以进行路由。
    任务API支持对任务请求使用呼叫变量和ECC变量。使用这些变量可随请求发送用户特定信息，包括媒体属性，如聊天室URL或电子邮件句柄。

    TaskRouting

    日志分析

    简单消息流

    1.第三方多通道应用产品向MR PG发送NEW_TASK事件。

    2. MR PG使用此NEW_TASK请求并向路由器发送“路由”请求，请求中包含已配置的被叫号码(DN)

    3.根据DN，路由器运行相关脚本并选择可用的代理。

    4.然后，路由器将DEVICE_TARGET_PRE_CALL_IND发送给座席PG的opc；基于此，ctisvr将座席置于保留状态。

    • 同时，路由器还会向MR PG发送CONNECT消息。

    5. PG现在向应用产品发送DO_THIS_WITH_TASK事件。

    6.应用产品将一个OFFER_TASK_IND发送给客户，指明已向座席提供了任务。

    • 作为响应，ctisvr发回OFFER_TASK_EVENT，确认指定的代理已保留以处理指定的任务

    7.接着，应用产品会向容器发送START_TASK_IND，指明座席已开始。

    • Ctisvr以START_TASK_EVENT作为响应，确认指定的代理已开始处理任务。

    8.处理这些START_TASK_IND事件时，ctisvr将非语音MRD的座席状态更新为“活动”，会话现在处于活动状态。

    9.会话结束后，客户收到END_TASK_IND消息，表示任务已结束，然后发送END_TASK_EVENT消息作为响应。

    非语音媒体路由域(MRD)的座席状态：

    • 未就绪 — 座席已登录到MRD，但处于“未就绪”状态
    • 非活动 — 座席已登录到MRD并处于“就绪”状态
    • RESERVED — 任务呈交给座席。
    • 活动 — 任务已被接受，座席正在积极处理该任务。

    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

    CCBU运行时

    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

    CCBU运行时

    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

    CCBU运行时

    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

    皮姆先生

    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]

    皮姆先生

    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和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

    WEB服务

    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

    WEB服务

    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

    WEB服务

    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

    下载CCP日志

    使用RTMT

    RTMT

    使用CCP命令行

    列出目录和文件：

    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

    下载日志文件：

    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/*

    相关信息

    12.6(1)
    UCCE功能指南 — 任务路由

    12.6(2)
    UCCE功能指南 — 任务路由

    技术支持和文档 - Cisco Systems

    修订历史记录

    版本 发布日期 备注
    1.0
    14-Feb-2024
    初始版本
    TAC Authored

    由思科工程师提供

    • 约书亚·拉贾

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