目录

简介

先决条件

要求:

使用的组件：

背景

部署架构

日志

Webex Connect门户

云连接 — 数字路由

路由器

PG

浏览器控制台

相关信息

简介

本文档介绍在与Webex Connect集成的Contact Center Enterprise解决方案中路由到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：

- 思科套装联络中心企业版(PCCE)

- 思科统一联系中心企业版(UCCE)

- WebEx Connect

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(2)

- Finesse版本：12.6(2)

- Webex Control Hub

- Webex Connect门户

- Webex Engage门户

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。

背景

Webex Connect允许联系中心业务及其客户使用数字渠道（如电子邮件、聊天和短信）进行交互。Contact Center Enterprise(CCE)解决方案与Webex Connect集成，为客户提供无缝的全方位渠道体验。此集成可帮助客户通过语音和数字通信渠道进行交互。Webex Connect提供丰富的自助服务和僵尸程序集成，使客户能够回答一些常见问题。它为集成的路由、座席桌面和报告服务提供了统一的解决方案。Webex Connect提供简化的框架，帮助合作伙伴和客户通过数字渠道交互。

部署架构

组件摘要

活动路由

日志

Webex Connect门户

节点 — 配置APP事件

- 此节点是流的起点。此节点的日志显示详细信息，例如在Webex Connect门户上配置的应用入口点、发起聊天表单的URL等。

节点 — 预聊天表单

- 此节点的日志显示从Webex Connect门户上创建的聊天模板加载的问题。

节点 — 接收

- 此节点的日志显示对从聊天模板加载的问题提供的响应。

节点 — CCE创建任务

- 此节点调用联系中心企业任务API以创建新任务。在Webex Connect中配置流时，在Contact Center Enterprise上创建任务时需要此节点。

云连接 — 数字路由

## 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

路由器

## 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

座席PG - 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

浏览器控制台

## 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"}}

相关信息

功能指南 — 使用Webex Connect实现数字渠道集成：

- UCCE：https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_2/configuration/guide/ucce_b_features-guide-1262/rcct_m_digital-channels-integration-webexconnect_12-6-2.html

- PCCE:https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_6_2/maintenance/guide/pcce_b_features-guide-1262/rcct_m_digital-channels-integration-webexconnect_12-6-2.html

Cisco Contact Center Enterprise Manage Digital Channels小工具用户指南：

- 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

Webex Engage with Cisco Contact Center Enterprise的管理和设置指南：

- 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

- 思科联系中心企业版(CCE)与Webex Connect集成

https://help.imiconnect.io/docs/cce_overview