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本文提供信息关于怎样给troubelshoot在精良代理桌面上看到的座席状态延迟。
贡献用苛刻的Rohit, Cisco TAC工程师。
Cisco 建议您了解以下主题:
本文档中的信息基于以下软件版本:
The information in this document was created from the devices in a specific lab environment.All of the devices used in this document started with a cleared (default) configuration.如果您的网络实际,请保证您了解所有命令的潜在影响。
当代理程序收到一次呼叫(呼入/呼出的),从准备好的状态变化-->保留了-->会谈推迟。
要排除此种问题故障,您能拉从精良服务器和客户端的这些日志:
精良客户端日志
为代理程序状态更改收到的CTI消息:
0051203603: 10.106.81.82: Apr 14 2017 14:01:17.196 -0700: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIAgentStateEvent [skillGroupState=7 (BUSY_OTHER), stateDuration=0, skillGroupNumber=29808, skillGroupPriority=0, agentState=8 (RESERVED), eventReasonCode=0, numFltSkillGroups=0, CTIClientSignature=Finesse, agentID=1234, agentExtension=1234, agentInstrument=1234, agentID_Long=null, duration=null, nextAgentState=null, fltSkillGroupNumberList=[], fltSkillGroupIDList=[], fltSkillGroupPriorityList=[], fltSkillGroupStateList=[], MRDId=1, agentMode=1]CTIMessageBean [invokeID=null, cti_sequence_id=865941, msgID=30, timeTracker={"id":"AgentStateEvent","CTI_MSG_RECEIVED":1492203677196,"CTI_MSG_DISPATCH":1492203677196}, msgName=AgentStateEvent, deploymentType=CCE]][cti_response_time=0][dispatch_phase=DnD-CHECKPOINT-3B]: Decoded Message to Finesse from backend cti server
001345281: 10.106.81.82: Apr 14 2017 14:01:31.936 -0700: %CCBU_CoreImpl-worker187-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1234][Payload=<Update> <data> <user> <dialogs>/finesse/api/User/1234/Dialogs</dialogs> <extension>1234</extension> <firstName>Test</firstName> <lastName>Test</lastName> <loginId>1234</loginId> <loginName>Test</loginName> <mediaType>1</mediaType> <pendingState></pendingState> <roles> <role>Agent</role> </roles> <settings> <wrapUpOnIncoming>OPTIONAL</wrapUpOnIncoming> </settings> <state>RESERVED</state> <stateChangeTime>2017-04-14T21:01:31.935Z</stateChangeTime> <teamId>5056</teamId> <teamName>Test</teamName> <uri>/finesse/api/User/1234</uri> </user> </data> <event>PUT</event> <requestId>ad6996dc-db0b-4f45-8e3a-0e975519f4db</requestId> <source>/finesse/api/User/1234</source> </Update>]: Publishing XMPP Message Asynchronously
2017-04-14T14:00:22.128 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:22.137 -0700: Header : _changeStateCallback(): User changed state to NOT_READY with a reason code of: Break 2017-04-14T14:00:22.129 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:22.138 -0700: Header : Agent selected or went NOT_READY -- Linda flag cleared. 2017-04-14T14:00:22.130 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:22.139 -0700: Header : [ClientServices] User: requestId='ad6996dc-db0b-4f45-8e3a-0e975519f4db', Making REST request: method=PUT, url='https://finesse.cisco.com:/finesse/api/User/1234' 2017-04-14T14:00:22.159 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:22.168 -0700: Header : [ClientServices] User: requestId='ad6996dc-db0b-4f45-8e3a-0e975519f4db', Returned with status=202, content='null' 2017-04-14T14:00:27.129 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:27.138 -0700: Header : _showOperationError(): Failed to lookup error message in resource bundle(errorBundle=null, error=TypeError: response is undefined). 2017-04-14T14:00:27.130 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:27.139 -0700: Header : _showOperationError(): Failed to get error message from response(error=TypeError: response is undefined). 2017-04-14T14:00:27.130 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:27.139 -0700: Header : _showOperationError(): Displayed generic error message.
2017-04-14T14:00:39.093 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.102 -0700: Header : _changeStateCallback(): User changed state to NOT_READY with a reason code of: Training 2017-04-14T14:00:39.093 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.102 -0700: Header : Agent selected or went NOT_READY -- Linda flag cleared. 2017-04-14T14:00:39.095 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.104 -0700: Header : [ClientServices] User: requestId='eb6659c6-06f2-4f02-a244-95839c450b48', Making REST request: method=PUT, url='https://finesse.cisco.com:/finesse/api/User/1234' 2017-04-14T14:00:39.109 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.118 -0700: Header : [ClientServices] User: requestId='eb6659c6-06f2-4f02-a244-95839c450b48', Returned with status=202, content='null' 2017-04-14T14:00:39.120 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.128 -0700: Header : Client: 2017-04-14T21:00:39.115Z, Server: 2017-04-14T21:00:39.123Z, Drift: 8ms, Network Latency (round trip): 8ms 2017-04-14T14:00:44.093 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:44.101 -0700: Header : _showOperationError(): Failed to lookup error message in resource bundle(errorBundle=null, error=TypeError: response is undefined). 2017-04-14T14:00:44.094 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:44.102 -0700: Header : _showOperationError(): Failed to get error message from response(error=TypeError: response is undefined). 2017-04-14T14:00:44.094 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:44.102 -0700: Header : _showOperationError(): Displayed generic error message.
0051191445: 10.106.81.82: Apr 14 2017 14:00:22.148 -0700: %CCBU_http-apr-8445-exec-13-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/User/1234][usr=1234]: Request start 0051191446: 10.106.81.82: Apr 14 2017 14:00:22.149 -0700: %CCBU_http-apr-8445-exec-13-6-API_REQUEST: %[REQUEST_URL=User/1234][agent_id=1234][requestId=ad6996dc-db0b-4f45-8e3a-0e975519f4db][request_method=user.PUT][request_parameters= state:NOT_READY]: Request from client to webservice api 0051191447: 10.106.81.82: Apr 14 2017 14:00:22.149 -0700: %CCBU_http-apr-8445-exec-13-7-API.REQUEST: {Thrd=http-apr-8445-exec-13} Received handleRequest for [requestedObjectId=1234], [requestId=ad6996dc-db0b-4f45-8e3a-0e975519f4db] 0051191449: 10.106.81.82: Apr 14 2017 14:00:22.150 -0700: %CCBU_http-apr-8445-exec-13-7-DISPATCHER: {Thrd=http-apr-8445-exec-13} queueing command SetAgentState for sequencer: [1234] 0051191450: 10.106.81.82: Apr 14 2017 14:00:22.150 -0700: %CCBU_http-apr-8445-exec-13-7-FinesseApiResponseFilter: {Thrd=http-apr-8445-exec-13} FinesseApiResponseFilter : Added header Access-Control-Allow-Origin: null to the response of the REST API request=https://finesse.cisco.com/finesse/api/User/1234
0051195056: 10.106.81.82: Apr 14 2017 14:00:39.110 -0700: %CCBU_http-apr-8445-exec-19-6-REQUEST_START: %[method_name=PUT][parameter_name={ }][resource_name=/User/1234][usr=1234]: Request start 0051195060: 10.106.81.82: Apr 14 2017 14:00:39.113 -0700: %CCBU_http-apr-8445-exec-19-7-DISPATCHER: {Thrd=http-apr-8445-exec-19} queueing command SetAgentState for sequencer: [1234] 0051195061: 10.106.81.82: Apr 14 2017 14:00:39.113 -0700: %CCBU_http-apr-8445-exec-19-7-FinesseApiResponseFilter: {Thrd=http-apr-8445-exec-19} FinesseApiResponseFilter : Added header Access-Control-Allow-Origin: null to the response of the REST API request=https://finesse.cisco.com/finesse/api/User/1234 0051195060: 10.106.81.82: Apr 14 2017 14:00:39.113 -0700: %CCBU_http-apr-8445-exec-19-7-DISPATCHER: {Thrd=http-apr-8445-exec-19} queueing command SetAgentState for sequencer: [1234] 0051195061: 10.106.81.82: Apr 14 2017 14:00:39.113 -0700: %CCBU_http-apr-8445-exec-19-7-FinesseApiResponseFilter: {Thrd=http-apr-8445-exec-19} FinesseApiResponseFilter : Added header Access-Control-Allow-Origin: null to the response of the REST API request=https://finesse.cisco.com/finesse/api/User/1234
0051220500: 10.106.81.82: Apr 14 2017 14:01:24.585 -0700: %CCBU_CoreImpl-worker118-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26553 , agentstate : 2, workmode : 0, reason code: 4, forceflag :1, agentcapacity: 0, agentext: 1234, agentid: 1234, supervisorid: null, ssoFlag=false][cti_message_name=SetAgentStateReq]: Message going to the backend cti server 0051223431: 10.128.224.141: Apr 14 2017 14:01:24.766 -0700: %CCBU_CoreImpl-worker118-7-DISPATCHER: {Thrd=CoreImpl-worker118} completed command SetAgentState for sequencer: [1234] 0051227244: 10.106.81.82: Apr 14 2017 14:01:27.078 -0700: %CCBU_CoreImpl-worker130-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26563 , agentstate : 2, workmode : 0, reason code: 4, forceflag :1, agentcapacity: 0, agentext: 1234, agentid: 1234, supervisorid: null, ssoFlag=false][cti_message_name=SetAgentStateReq]: Message going to the backend cti server 0051229958: 10.128.224.141: Apr 14 2017 14:01:27.274 -0700: %CCBU_CoreImpl-worker130-7-DISPATCHER: {Thrd=CoreImpl-worker130} completed command SetAgentState for sequencer: [1234]
现在,如果开掘进一步到桌面WebServices日志里,您能看到系统事件带着指示的systemEventId=10频繁地被接收(SYS_INSTRUMENT_ OUT_OF_SERVICE -企业代理程序设备目标从服务被去除了。SystemEventArg1包含外围设备的PeripheralID,并且SystemEventText包含从服务被去除。)的AgentInstrument
0051220500: 10.106.81.82: Apr 14 2017 14:01:24.585 -0700: %CCBU_CoreImpl-worker118-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26553 , agentstate : 2, workmode : 0, reason code: 4, forceflag :1, agentcapacity: 0, agentext: 1234, agentid: 1234, supervisorid: null, ssoFlag=false][cti_message_name=SetAgentStateReq]: Message going to the backend cti server 0051223431: 10.128.224.141: Apr 14 2017 14:01:24.766 -0700: %CCBU_CoreImpl-worker118-7-DISPATCHER: {Thrd=CoreImpl-worker118} completed command SetAgentState for sequencer: [1234] 0051227244: 10.106.81.82: Apr 14 2017 14:01:27.078 -0700: %CCBU_CoreImpl-worker130-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26563 , agentstate : 2, workmode : 0, reason code: 4, forceflag :1, agentcapacity: 0, agentext: 1234, agentid: 1234, supervisorid: null, ssoFlag=false][cti_message_name=SetAgentStateReq]: Message going to the backend cti server 0051229958: 10.128.224.141: Apr 14 2017 14:01:27.274 -0700: %CCBU_CoreImpl-worker130-7-DISPATCHER: {Thrd=CoreImpl-worker130} completed command SetAgentState for sequencer: [1234]
这是特定示例什么在一个的精良发生实例:
精良网站服务收到了请求并且发送了它到ICM CTI服务器
0051049979: 10.106.81.82: Apr 14 2017 13:56:20.806 -0700: %CCBU_CoreImpl-worker146-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26488 , callId: 54473438, extension: 8888, peripheralId: 5000, connectionDeviceIdType : 0, connectionDeviceId: 8888][cti_message_name=ClearConnectionReq]: Message going to the backend cti server 0051061608: 10.106.81.82: Apr 14 2017 13:57:21.758 -0700: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIControlFailureConf [failureCode=78, peripheralErrorCode=0, text=null]CTIMessageBean [invokeID=26488, cti_sequence_id=863946, msgID=35, timeTracker={"id":"ControlFailureConf","CTI_MSG_NOTIFIED":1492203441758,"CTI_MSG_RECEIVED":1492203441758}, msgName=ControlFailureConf, deploymentType=CCE]][cti_response_time=0][dispatch_phase=DnD-CHECKPOINT-3A]: Decoded Message to Finesse from backend cti server
PG CTI服务器收到了请求
13:56:20:784 cg1A-ctisvr Trace: *** ClearConnectionRequest DefaultCallInstrument - callID:54473438.+9999(d) ... inst:"8888" 13:56:20:784 cg1A-ctisvr Trace: CSTAClearConnection: InvokeID=0x2114a2fb Call(CID=54473438,Dev=8888,Type=Static) 13:56:20:784 cg1A-ctisvr Trace: PRIVATE_DATA: CompoundRequestType=Unknown CSTA Event Type SubjectDevice=8888
由于JTAPI例外,呼叫通常没有断开。
13:56:20:846 PG1A-jgw1 Trace: MsgClearConnection: CID: 54473438 ConnDevID: 8888/0 CompReqType: -1 InvID: 8285054. 13:56:35:862 PG1A-jgw1 Trace: Call to connection[54473438,8888].disconnect() encountered exception. com.cisco.jtapi.PlatformExceptionImpl: Could not meet post conditions of disconnect().
最终呼叫在ICM边清除。
14:08:05:647 PG1A-opc Trace: CSTA_CONNECTION_CLEARED (PID=5000): DroppedConn=(CID=54473438,Dev=8888,Type=Static) ReleasingDev=(DEV)8888 localConnInfo(-1)=CS_NONE cause=-1 14:08:05:647 PG1A-opc Trace: CSTAConnectionClearedEvent_PD:: CorrData=102785 UniqueID=00000000003F32DE0309F16000000000 14:08:05:647 PG1A-opc Trace: Call:SetCallState (PID=5000) - CallID=54473438 CallObj=(0x6c33110) NewState=NONE OldState=CONNECTED. 14:08:05:647 PG1A-opc Trace: Cleared(PID=5000): CallObj=(0x6c33110) SrcConn(CID=54473438,Dev=+13003001858,DevType=Dynamic) DestConn(CID=54473438,Dev=8888,DevType=Static) 14:08:05:647 PG1A-opc Trace: AgentStateUpdate (OPC Time=04/14 21:08:05) - Updating 2 Agent Records on Peripheral 5000 14:08:05:647 PG1A-opc Trace: - PID=5000 AGSTID=7295 Periph#=8888 Ext=8888 SG#=29808 Dur=0 State=AS_NOT_READY CurrentLine=0 Reason=8 NetworkTID=0 NumLines=0 AgentObj=0x52f50f8 14:08:05:647 PG1A-opc Trace: SetAgentState: ASTID=7295 Periph#=8888 MRDomainID=1 SGSTID=5000 SG#=29808(0x7470) OldState=AS_BUSY_OTHER NewState=AS_NOT_READY Duration=0 CurLine=0 ReasonCode=8 AgentObj=0x52f50f8 14:08:05:647 PG1A-opc Trace: - PID=5000 AGSTID=7295 Periph#=8888 Ext=8888 SG#=3957053 Dur=0 State=AS_NOT_READY CurrentLine=0 Reason=8 NetworkTID=0 NumLines=0 AgentObj=0x52f50f8
原因为什么所有代理状态事件被延迟是,因为,当精良发送‘ClearConnectionReq’到CTI服务器时, CTI服务器发送请求到Periheral网关(PG)开放外围控制器(OPC)服务,发送请求到CUCM通过PG外围设备接口管理器(PIM)/PG JTAPI网关(JGW)。 CTI服务器等待自的回应最终发生故障)的CUCM (采取优先级并且延迟回答代理程序状态请求的精良开始获得Systemevents。
此问题的解决方法由在精良11.5(1) ES4被修正的这些缺陷跟踪
ICM的(pg.cucm) CSCve12017
精良的CSCve11977