CTI Server is not throwing the events in correct manner

Unanswered Question
May 22nd, 2008

CTI Server is not throwing the events in correct manner. Use-Case -

i. Client Calls Agent A

ii. Agent A transfers call to Agent B

Ideally, following events should be thrown -

1. Agent A should get OnCallEnd event once

2. Agent B should get OnCallDelivered event once

Actually, following events are being thrown -

1. Agent A gets OnCallEnd event once and OnCallDelivered events twice,which is a problem

2. Agent B gets OnCallDelivered event once

Same problem is also occurring in case of Conference

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Riccardo Bua Thu, 05/22/2008 - 02:11

HI,

are you connected to an Avaya ACD? Make sure in case that event minimisation is turned on for the ASAI link. If you have any other ACD check you do not have a monitoring application on the agent line or you are not sending twice the transfer request.

Regards,

Riccardo

write2deepaks Thu, 05/22/2008 - 02:38

Hi,

We are using CISCO ACD only.We are not sure how to turn on the event minimisation ? No, we are not using any monitoring application.

We are using the CISCO Agent Desktop Application ,after analyzing the logfile we found the follwing problem...

a. Single Step Transfer.

i. Client Calls Agent A

ii. Agent A SSTransfers call to Agent B

Ideally, following events should be thrown -

1. Agent A should get

a. eCallTransferredEvent

b. eCallEndEvent

2. Agent B should get

a. eCallDeliveredEvent

Actually, following events are being thrown -

1. Agent A gets

a. eCallDeliveredEvent

b. eCallDeliveredEvent

c. eCallTransferredEvent

d. eCallTransferredEvent

e. eCallEndEvent

2. Agent B gets

a. eCallDeliveredEvent

b. eCallTransferredEvent

Same problem is also occurring in case of Conference.

Riccardo Bua Thu, 05/22/2008 - 23:25

Hi,

are you using the standard CTIOS kit or a custom one? If a custom you should not propagate from the client any further event after the first request, it might be the client that is sending those events twice.

Regards,

Riccardo

write2deepaks Fri, 05/23/2008 - 00:16

Hi,

We are using the standard CTIOS kit provided by CISCO, namely JavaCIL.jar.

We are implementing our Softphone using JavaCIL.jar.

We subscribed to receive all the events raised for IGenericEvents.

Then we found that we received above mentioned (multiple eCallDelivered, eCallEnd, eCallTransfered) trail of events for the Use-Case of Conference/Transfer.

To verify the problem, we tried same Use-Cases on out-of-the-box configured "Cisco Agent Desktop 7.0" of Cisco Toolkit. The corresponding logs showed the same trail of events (as described in previous posts).

At least in CISCO Agent Desktop toolkit , we should not get the multiple events in the log file.

Regards,

Riccardo Bua Fri, 05/23/2008 - 00:22

Hi,

I agree if you would register it with JavaCIL it might be an issue with button enablement, but you shouldn't receive them with the outofthebox agent desktop.

Troubleshooting a similar scenario would be appropriate for a TAC SR please raise one, the forum is not a good tool to follow up on this.

Please join logs from the standard client, PIM/OPC/CTIOS and CTI Server to the SR to expedite resolution.

Regards,

Riccardo

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