在與Webex Connect整合的CCE環境中跟蹤任務路由事件
簡介
本文檔描述了路由到與Webex Connect整合的Contact Center Enterprise解決方案中的代理的新任務的消息流。
必要條件
要求:
思科建議您瞭解以下主題：
- 思科套裝客服中心企業版(PCCE)
- 思科整合客服中心企業版(UCCE)
- Webex Connect
使用的元件：
本文中的資訊係根據以下軟體和硬體版本：
- ICM版本：12.6(2)
- Finesse版本：12.6(2)
- Webex Control Hub
- Webex Connect入口網站
- Webex Engage入口網站
本文中的資訊是根據特定實驗室環境內的裝置所建立。文中使用到的所有裝置皆從已清除（預設）的組態來啟動。如果您的網路運作中，請確保您瞭解任何指令可能造成的影響。
背景
Webex Connect允許聯絡中心業務及其客戶使用數字管道（如電子郵件、聊天和簡訊）進行互動。Contact Center Enterprise(CCE)解決方案與Webex Connect整合，為客戶營造無縫的全管道體驗。此整合可幫助客戶通過語音和數位通訊管道進行互動。Webex Connect提供豐富的自助服務和Bot整合，使客戶能夠回答一些常見問題。它為整合路由、Agent Desktop和報告服務提供了統一的解決方案。Webex Connect提供簡化的框架，幫助合作夥伴和客戶通過數字管道進行互動。
部署架構
元件摘要
活動路由
記錄檔
Webex Connect入口網站
節點 — 配置APP事件
- 此節點是流的起點。此節點的日誌顯示詳細資訊，例如Webex Connect門戶上配置的應用入口點、從中啟動聊天表單的URL等。
節點 — 聊天前表單
- 此節點的日誌顯示從Webex Connect門戶上建立的聊天模板載入的問題。
節點 — 接收
- 此節點的日誌顯示對從聊天模板載入的問題提供的響應。
節點 — CCE建立任務
- 此節點呼叫Contact Center Enterprise Task API以建立新任務。在Webex Connect中配置流時，在Contact Center Enterprise上建立任務時需要此節點。
雲端連線 — 數位路由
## 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
瀏覽器控制檯
## 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"}}
相關資訊
功能指南 — 使用Webex Connect的數字管道整合：
- 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小工具使用手冊：
與Cisco Contact Center Enterprise接洽的Webex管理和設定指南：
- 思科聯絡中心企業版(CCE)與Webex Connect整合
https://help.imiconnect.io/docs/cce_overview
修訂記錄
| 修訂 | 發佈日期 | 意見 |
|---|---|---|
1.0 |
09-Apr-2025
|
初始版本 |
意見