Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

After "Queue to Skill Group" call not delivered to agent

Hi,

I am on a lab SPRAWLER system version 9.0 with IP IVR and System PG configured.

I have a very basic script, initially with Select, to chose an agent. This part works, if the agent is available the call goes straight to the agent.

If agent is not available, then I have "Translation Route to VRU", then "Queue to Skill Group", and then "Run Ext. Script(BasicQ)" then "Wait (5 sec)" which loops back to the "Run Ext. Script(BasicQ)".

The queue works fine, and when no agent is available announces: "Thank you for calling. All our representatives are busy..."

But the problem is, when the agent becomes available, the call does not get put to him.

In the Agent Desktop, I can see that the agent is being reserved though.

The problem is not Calling Search Space. I've checked that already.

Following Router logs are shown when the agent goes into ready state:

15:35:53 rtr      Trace: (33 34 15 : 0 0) DeviceTargetPreCall_V11: CID=(150809,4

3839118), PerID=5000, SGSTID=5003, AGSTID=5004 NetworkCallFlags=0, InvokeID=28,

GREET=

15:35:53 rtr      Trace: (33 34 15 : 0 0) Connect: CID=(150809,43839118), EventS

elect=0, ServiceType=0, RCID=5000, Label(s)=

15:35:53 rtr      Trace: (33 34 15 : 0 0) Deleting Dialog.

15:36:23 rtr      Trace: DEVICE_TARGET_ABORT_IND message received from Periphera

l(5000) CRSCallID(Date 150809 ,ID 43839118), NetworkTarget(-1),MRDomain(1), Agen

tSkillTargetID(-1).

It seems to me that no Labels are returned by Router.

Please let me know if you have any ideas where to look,

Thanks,

George,

20 REPLIES

After "Queue to Skill Group" call not delivered to agent

Do you have your VRU script configured as "interruptible"?

After "Queue to Skill Group" call not delivered to agent

Hi.

Your script is a bit messed up.

All you have to do is this:

Select (LAA)

+ -> Skill Group A

-  -> Queue to Skill Group A

        + ->

        -  -> Run External Script BasicQ.aef

And the Translation Route to VRU may go to the beginning of the script (or, rather, before the first Run External Script node.

G.

After "Queue to Skill Group" call not delivered to agent

Hi,

The VRU Script is indeed "interruptible".

Gergely, I have tried your script, but same result.

Although my script is not "messed up". It is exactly the one provided in Cisco documentation:

"Installation and Configuration Guide Cisco Unified Contact Center Enterprise 9.0(1)"

Page 97

Thanks,

George,

After "Queue to Skill Group" call not delivered to agent

M'kay, did you add a Device Target with Labels both for the CUCM and the VRU peripherals?

I checked the documentation, now I have an opinion on it, which is not public.

G.

Re: After "Queue to Skill Group" call not delivered to agent

Hi Gergely,

I am not using Device Targets, I'm using Agent Translation Rules.

And I'm using System PG so I can not have two different PG's, so I cannot create/associate two different labels to the CUCM and VRU.

Regards,

After "Queue to Skill Group" call not delivered to agent

Hmm. Sorry. I should have known.

But this is strange, very strange. You say the call looks as "Reserved" at the agent application, but MoH music or whatever is configured in the BasicQ external script, keeps playing?

Can you do some debugging on the CTI and/or CTI OS level? I would like to see what's happening there.

Thanks.

G.

After "Queue to Skill Group" call not delivered to agent

Hi Gergely,

I will go and see how to do debug on CTI OS level.  But I do not think the problem is there.

The BasicQ works as expected, it says "Thank you for calling. All our representatives are busy...", once in a while. There is no music and/or hold on this script.

The problem is that the Router is not returning the label where to route the call.

Although I do not know why it would not be able to return the label.

Here is Router output:

15:35:53 rtr      Trace: (33 34 15 : 0 0) DeviceTargetPreCall_V11: CID=(150809,4

3839118), PerID=5000, SGSTID=5003, AGSTID=5004 NetworkCallFlags=0, InvokeID=28,

GREET=

15:35:53 rtr      Trace: (33 34 15 : 0 0) Connect: CID=(150809,43839118), EventS

elect=0, ServiceType=0, RCID=5000, Label(s)=

15:35:53 rtr      Trace: (33 34 15 : 0 0) Deleting Dialog.

15:36:23 rtr      Trace: DEVICE_TARGET_ABORT_IND message received from Periphera

l(5000) CRSCallID(Date 150809 ,ID 43839118), NetworkTarget(-1),MRDomain(1), Agen

tSkillTargetID(-1).

It clearly says:

15:35:53 rtr      Trace: (33 34 15 : 0 0) Connect: CID=(150809,43839118), EventS

elect=0, ServiceType=0, RCID=5000, Label(s)=

And then:

15:36:23 rtr      Trace: DEVICE_TARGET_ABORT_IND message received from Periphera

l(5000) CRSCallID(Date 150809 ,ID 43839118), NetworkTarget(-1),MRDomain(1), Agen

tSkillTargetID(-1).

After "Queue to Skill Group" call not delivered to agent

I have enabled level 3 trace on the Router in hopes it reveals something interesting.

here it is:

Events from November 27, 2013:

20:45:30 rtr      Trace: EMSServer connection established in node name: lab1\RouterA process: rtr for user lostchild.

20:46:00 rtr      Trace: (3 x 0 : 0 0) NewCall: CID=(150810,73922101), DN=8000, ANI=2001, CED=, RCID=5000, MRDID=1, CallAtVRU=0, OpCode=0

20:46:00 rtr      Trace:     RCKSeqNum=1, NIC_DN=

20:46:00 rtr      Trace: CallType(5000, 3): Init CT_SL_Timer: Threshold(20 + 2).

20:46:00 rtr      Trace: TranRouteToVRU: 5002 1 5002

20:46:00 rtr      Trace: (3 x 0 : 0 0) TranRouteToVRU: Label=6000, CorID=2, VRUID=5000

20:46:00 rtr      Trace: (3 x 0 : 0 0) Connect: CID=(150810,73922101), EventSelect=0, ServiceType=0, RCID=5000, Label(s)=6000

20:46:00 rtr      Trace: (3 x 0 : 0 0) Correlation id for dialog is (2).

20:46:00 rtr      Trace: Dialog (4) has a PeripheralTarget correlationID (P5014) mapped to correlationID 2.

20:46:00 rtr      Trace: (3 4 2 : 0 0) Dialog sending VRUQueueService to VRU (serv=5002, rt=5006)

20:46:00 rtr      Trace: (3 4 2 : 0 0) RequestInstr: CID=(150810,73922101), CallState=1

20:46:00 rtr      Trace: (3 4 2 : 0 0) Dialog resuming (Request Instruction received.) status (0)

20:46:00 rtr      Trace: (3 4 2 : 0 0) Queuing Call CID=(150810,73922101) for SkillGroup SPG_1.Cisco_Voice.SKILL1, Pos=1

20:46:00 rtr      Trace: CTSG(5000, 5003): CallsOfferedRouted=2.

20:46:00 rtr      Trace: (3 4 2 : 0 0) Runscript sent. Dialog pending.

20:46:03 rtr      Trace: Ignoring ClosedCallRecord_V12:  RCK(150810-73922101) CallType(5000,CallType1),  SLTimer ID(-1).disposition (15), CDF (5)

20:46:19 rtr      Trace: Agent 5004 (1001) on peripheral 5000 (SPG_1) logged in to group 5000.

20:46:19 rtr      Trace: Agent 5004 (1001) on peripheral 5000 (SPG_1) logged in to group 5003.

20:46:19 rtr      Trace: Agent 5004 from PG domain 1. [off] to [nr-0:1,R]

20:46:21 rtr      Trace: Agent 5004 from PG domain 1. [nr-0:1,R] to [rdy-0:1,RA]

20:46:21 rtr      Trace: (3 4 2 : 0 0) Delivering queued CID=(150810,73922101) to SPG_1.Cisco_Voice.SKILL1.

20:46:21 rtr      Trace: (3 4 2 : 0 0) Canceling queuing for CID=(150810,73922101)

20:46:21 rtr      Trace: (3 4 2 : 0 0) Unqueuing Call CID=(150810,73922101) for SkillGroup SPG_1.Cisco_Voice.SKILL1, pos=1

20:46:21 rtr      Trace: (3 4 2 : 0 0) Dialog sending VRUQueueEvent to VRU (3)

20:46:21 rtr      Trace: Agent 5004 AssignedCall in domain 1. State changed from [rdy-0:1,RA] to [rdy-0:1,RA*]

20:46:21 rtr      Trace: (3 4 2 : 0 0) RouteComplete:

20:46:21 rtr      Trace:     Route: DN=8000, ANI=2001, CED=, Label=

20:46:21 rtr      Trace:     Route: CID=(150810,73922101), Labels=1

20:46:21 rtr      Trace: (3 4 2 : 0 0) DeviceTargetPreCall_V11: CID=(150810,73922101), PerID=5000, SGSTID=5003, AGSTID=5004 NetworkCallFlags=0, InvokeID=3, GREET=

20:46:21 rtr      Trace:     DN=8000, ANI=2001, CED=, CustDBProvidedDigits=, RouteID=5008, NetworkTargetID=0

20:46:21 rtr      Trace:     RCKSeqNum=2, DelayQTime=20, DelayRouterTime=20, SGDelayQTime=20

20:46:21 rtr      Trace:     CallGUID=, CustomerID=1

20:46:21 rtr      Trace:     LocationParamPKID=, LocationParamName=, SIPHeader=

20:46:21 rtr      Trace:     NIC_CalledPartyNumber=8000

20:46:21 rtr      Trace:     PV1= PV2= PV3= PV4= PV5=

20:46:21 rtr      Trace:     PV6= PV7= PV8= PV9= PV10=

20:46:21 rtr      Trace: (3 4 2 : 0 0) Connect: CID=(150810,73922101), EventSelect=0, ServiceType=0, RCID=5000, Label(s)=

20:46:21 rtr      Trace: (3 4 2 : 0 0) Deleting Dialog.

20:46:22 rtr      Trace: Agent 5004 from PG domain 1. [rdy-0:1,RA*] to [rdy-0+1:1,R]

20:46:22 rtr      Trace: Agent 5004 from PG domain 1. [rdy-0+1:1,R] to [res-1:1,R]

20:46:23 rtr      Trace: CallType(5000, 3): CT_SL_Timer Timedout.

20:46:51 rtr      Trace: DEVICE_TARGET_ABORT_IND message received from Peripheral(5000) CRSCallID(Date 150810 ,ID 73922101), NetworkTarget(-1),MRDomain(1), AgentSkillTargetID(-1).

20:46:52 rtr      Trace: Agent 5004 from PG domain 1. [res-1:1,R] to [rdy-0:1,RA]

20:46:54 rtr      Trace: CallType(5000, 3): Handling ClosedCallRecord_V12:  RCK(150810-73922101), CTSG(5000,5003), ReportingIndex(CT:82, SG:82).

20:46:54 rtr      Trace: CallType(5000, 3): Handling TCD: disposition (1), dispositionFlag(7), reportingIndex(82)

20:46:54 rtr      Trace: CTSG(5000, 5003, 3): CountCallStatus:14(Incomplete).

20:46:54 rtr      Trace: CallType(5000, 3): Deleting CT_SL_Timer.

After "Queue to Skill Group" call not delivered to agent

Anybody has any suggestions? Or at least a direction to search for?

After "Queue to Skill Group" call not delivered to agent

Can you please post the CTI or CTI OS logs? If it reaches the agent and then goes away, we should see what's happening there.

After "Queue to Skill Group" call not delivered to agent

Hi,

Sorry for a long post. But I could not find how to attach a file.

Here are the CTI Toolkit client logs.

From begining before agent logs in, the call is already queued.

Then when agent logs in, then goes Ready then agent is reserved.

After a timeout agent goes into ready state automatically again (without having received a call).

11/28/13 14:08:49.038  CTIOSTrace - InitInstance(), Creating window for message processing...

11/28/13 14:08:49.039  CTIOSTrace - InitInstance(), Created window.

11/28/13 14:08:49.039  CTIOSTrace - InitInstance(), Starting message pump...

11/28/13 14:08:49.040  CTIOSTrace - CConnectionMonitor::MonitorThread()

11/28/13 14:08:49.040  CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 0 Connections.

11/28/13 14:08:49.056  CTIOSTrace - CConnectionMonitor::AddClient(CTIOSSoftphone.exe_7656_8028).

11/28/13 14:08:49.056  CTIOSTrace - CConnectionMonitor::AddClient, Adding Connection 0, (CTIOSSoftphone.exe_7656_8028)

11/28/13 14:08:49.056  ********* Started logging facility for CTIOSSoftphone.exe_7656_8028 *********

11/28/13 14:08:49.056  CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting for list to be modified

11/28/13 14:08:49.056  CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 1 Connections.

11/28/13 14:08:49.057  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, ServerMonitorThread started successfully.

11/28/13 14:08:49.057  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, Debug Output is OFF.

11/28/13 14:08:49.057  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, Screen Output is ON.

11/28/13 14:08:49.057  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, WaitThread started successfully.

11/28/13 14:08:49.057  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, WaitCurUserThread started successfully.

11/28/13 14:08:49.080  CTIOSTrace - CConnectionMonitor::AddClient(CTIOSSoftphone.exe_7656_7532).

11/28/13 14:08:49.080  CTIOSTrace - CConnectionMonitor::AddClient, Adding Connection 1, (CTIOSSoftphone.exe_7656_7532)

11/28/13 14:08:49.080  CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting for list to be modified

11/28/13 14:08:49.080  CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 2 Connections.

11/28/13 14:08:49.080  ********* Started logging facility for CTIOSSoftphone.exe_7656_7532 *********

11/28/13 14:08:49.080  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, ServerMonitorThread started successfully.

11/28/13 14:08:49.080  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, Debug Output is OFF.

11/28/13 14:08:49.080  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, Screen Output is ON.

11/28/13 14:08:49.081  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, WaitThread started successfully.

11/28/13 14:08:49.081  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, WaitCurUserThread started successfully.

11/28/13 14:08:49.677  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::SetSupervisorSilentMonitorMode

11/28/13 14:08:54.629  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::Connect: Missing CTIOS_MAXHEARTBEATS keyword. Using default value [3]

11/28/13 14:08:54.629  7656  CTIOSSoftphone  Thd(6760)  CCtiOsObject(055DB940)::ReportError( Code(-100) )

11/28/13 14:08:54.630  7656  CTIOSSoftphone  Thd(6760)  Attempting to resolve hostname [sprawler] to IP address (gethostbyname).

11/28/13 14:08:54.649  7656  CTIOSSoftphone  Thd(6760)  ** Attempting to connect to server [sprawler (192.168.50.60) port:42028] **

11/28/13 14:08:54.650  7656  CTIOSSoftphone  Thd(6760)  CNetPort(05635000)::InitializeSecureSockets(), security path [C:\Program Files (x86)\Cisco Systems\CTIOS Client\CTIOS Security\]

11/28/13 14:08:54.650  7656  CTIOSSoftphone  Thd(6760)  CNetPort(05635000)::InitializeSecureSockets(), HandshakeTime [5000]

11/28/13 14:08:55.868  7656  CTIOSSoftphone  Thd(6760)  CSSLCtx::ConfigCACert(), error:02001002:system library:fopen:No such file or directory

11/28/13 14:08:55.868  7656  CTIOSSoftphone  Thd(6760)  CSSLCtx(0562B878)::ConfigCACert(), Error loading certificates locations

11/28/13 14:08:55.868  7656  CTIOSSoftphone  Thd(6760)  CSSLClient(0562B878)::Init(), failed to configure CA certificate

11/28/13 14:08:55.868  7656  CTIOSSoftphone  Thd(6760)  CNetPort(05635000)::OpenSecure, failed to create, set, and configure Context and SSL objects

11/28/13 14:08:55.869  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eOnConnection ), EnablementMask = ffffffff

11/28/13 14:08:55.869  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (MsgID:eOnConnection EvtTime:17335869 CurSvr:sprawler CurPort:42028 SecConn:0)

11/28/13 14:08:55.870  7656  CTIOSSoftphone  Thd(6824)  NotifyConnectionRestored:: Adding system event eSysCTIOSServerOnline

11/28/13 14:08:55.870  7656  CTIOSSoftphone  Thd(6760)  CComSession::GetCurrentAgent. Invalid Agent pointer...

11/28/13 14:08:55.874  7656  CTIOSSoftphone  Thd(6760)  CCtiOsObject(055DB940)::ReportError( Code(-100) )

11/28/13 14:08:55.874  7656  CTIOSSoftphone  Thd(6760)  CComCtiosObject::GetValueArray. No value associated with property -> Login

11/28/13 14:08:55.875  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eGlobalSettingsDownloadRequest)

11/28/13 14:08:55.875  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (DsktpTyp:0 CTIOSClntVer:8.5.1)

11/28/13 14:08:55.877  7656  CTIOSSoftphone  Thd(6760)  CCtiOsObject(055DB940)::ReportError( Code(-100) )

11/28/13 14:08:55.877  7656  CTIOSSoftphone  Thd(6760)  CComCtiosObject::GetValueArray. No value associated with property -> Login

11/28/13 14:08:55.877  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eGlobalSettingsDownloadConf ), EnablementMask = ffffffff

11/28/13 14:08:55.877  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (MsgID:eGlobalSettingsDownloadConf DsktpSetngs:(ScrnPref:(MainScreen:(AgentStatisticsIntervalSec:15 BringToFrontOnCall:1 FlashOnCall:0 RecordingEnabled:0) TeamRealTime:(ColumnAutoResize:0)) Grid:(SGStats:(Col:(1:(Typ:SkillGroupNumber Hdr:QueueNumber) 10:(Typ:AgentsTalkingOther Hdr:AgentsTalkingOther) 11:(Typ:AgentsHold Hdr:AgentsHold) 12:(Typ:AgentsReserved Hdr:AgentsReserved) 13:(Typ:AgentsBusyOther Hdr:AgentsBusyOther) 14:(Typ:AgentsWorkNotReady Hdr:AgentsWorkNotReady) 15:(Typ:AgentsWorkReady Hdr:AgentsWorkReady) 16:(Typ:HandledCallsToday Hdr:HandledCallsToday) 17:(Typ:HandledCallsTalkTimeToday Hdr:HandledCallsTalkTimeToday) 2:(Typ:SkillGroupName Hdr:QueueName) 3:(Typ:RouterCallsQNow Hdr:RouterCallsQNow) 4:(Typ:LongestRouterCallQNow Hdr:LongestRouterCallQNow) 5:(Typ:AgentsLoggedOn Hdr:AgentsLoggedOn) 6:(Typ:AgentsNotReady Hdr:AgentsNotReady) 7:(Typ:AgentsReady Hdr:AgentsReady) 8:(Typ:AgentsTalkingIn Hdr:AgentsTalkingIn) 9:(Typ:AgentsTalkingOut Hdr:AgentsTalkingOut))) AGStats:(Col:(1:(Typ:CallsHandledToday Hdr:CallsHandledToday) 2:(Typ:HandledCallsTimeToday Hdr:HandledCallsTimeToday) 3:(Typ:TimeTalkingToday Hdr:TimeTalkingToday) 4:(Typ:TimeHoldingToday Hdr:TimeHoldingToday) 5:(Typ:TimeReadyToday Hdr:TimeReadyToday) 6:(Typ:TimeNotReadyToday Hdr:TimeNotReadyToday)))CallAppearance:(Col:(1:(Typ:CallID Hdr:CallID) 10:(Typ:Var2 Hdr:Var2editable:true maxchars:40) 11:(Typ:Var3 Hdr:Var3editable:true maxchars:40) 12:(Typ:Var4 Hdr:Var4editable:true maxchars:40) 13:(Typ:Var5 Hdr:Var5editable:true maxchars:40) 14:(Typ:Var6 Hdr:Var6editable:true maxchars:40) 15:(Typ:Var7 Hdr:Var7editable:true maxchars:40) 16:(Typ:Var8 Hdr:Var8editable:true maxchars:40) 17:(Typ:Var9 Hdr:Var9editable:true maxchars:40) 18:(Typ:Var10 Hdr:Var10editable:true maxchars:40) 2:(Typ:CallStatus Hdr:CallStatus) 3:(Typ:CallType Hdr:CallType) 4:(Typ:DNIS Hdr:DNIS) 5:(Typ:ANI Hdr:ANI) 6:(Typ:CED Hdr:CED) 7:(Typ:DialedNumber Hdr:DialedNumber) 8:(Typ:Wrapup Hdr:Wrapupeditable:true maxchars:39) 9:(Typ:Var1 Hdr:Var1editable:true maxchars:40)))) Login:(ConnProfs:(UCCE:(PrphID:5000 CtiOsA:sprawler CtiOsB:sprawler PortA:42028 PortB:42028 HB:5 MaxHBs:3 AutoLogin:1 WarnIfAlrdyLogdIn:0 ShowFldBitMsk:163 RejIfAlrdyLogdIn:0 IPCCSMEnbl:0 TOS:0 RasCallMode:0SwitchCapabilityBitMask:2134842367 WarnIfSilentMonitored:0)))IPCCSilentMonitor:(Settings:(HBIntv:5 MediaTermPort:4000 TOS:0 MonIPPort:39200 HBTmout:15CCMBasedSilentMonitor:0)) SoundPreferences:(DTMF:(Mute:0) DialTone:(Mute:0) OrgTone:(Mute:1) RngInTone:(Mute:1) All:(Mute:0)) Version:()) CILConnID:6)

11/28/13 14:08:55.877  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnGlobalSettingsDownloadConf()

11/28/13 14:08:55.877  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::DeskSetting(ScreenPreferences) (MainScreen:(AgentStatisticsIntervalSec:15 BringToFrontOnCall:1 FlashOnCall:0 RecordingEnabled:0) TeamRealTime:(ColumnAutoResize:0))

11/28/13 14:08:55.878  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::DeskSetting(Grid) (SGStats:(Col:(1:(Typ:SkillGroupNumber Hdr:QueueNumber) 10:(Typ:AgentsTalkingOther Hdr:AgentsTalkingOther) 11:(Typ:AgentsHold Hdr:AgentsHold) 12:(Typ:AgentsReserved Hdr:AgentsReserved) 13:(Typ:AgentsBusyOther Hdr:AgentsBusyOther) 14:(Typ:AgentsWorkNotReady Hdr:AgentsWorkNotReady) 15:(Typ:AgentsWorkReady Hdr:AgentsWorkReady) 16:(Typ:HandledCallsToday Hdr:HandledCallsToday) 17:(Typ:HandledCallsTalkTimeToday Hdr:HandledCallsTalkTimeToday) 2:(Typ:SkillGroupName Hdr:QueueName) 3:(Typ:RouterCallsQNow Hdr:RouterCallsQNow) 4:(Typ:LongestRouterCallQNow Hdr:LongestRouterCallQNow) 5:(Typ:AgentsLoggedOn Hdr:AgentsLoggedOn) 6:(Typ:AgentsNotReady Hdr:AgentsNotReady) 7:(Typ:AgentsReady Hdr:AgentsReady) 8:(Typ:AgentsTalkingIn Hdr:AgentsTalkingIn) 9:(Typ:AgentsTalkingOut Hdr:AgentsTalkingOut))) AGStats:(Col:(1:(Typ:CallsHandledToday Hdr:CallsHandledToday) 2:(Typ:HandledCallsTimeToday Hdr:HandledCallsTimeToday) 3:(Typ:TimeTalkingToday Hdr:TimeTalkingToday) 4:(Typ:TimeHoldingToday Hdr:TimeHoldingToday) 5:(Typ:TimeReadyToday Hdr:TimeReadyToday) 6:(Typ:TimeNotReadyToday Hdr:TimeNotReadyToday)))CallAppearance:(Col:(1:(Typ:CallID Hdr:CallID) 10:(Typ:Var2 Hdr:Var2editable:true maxchars:40) 11:(Typ:Var3 Hdr:Var3editable:true maxchars:40) 12:(Typ:Var4 Hdr:Var4editable:true maxchars:40) 13:(Typ:Var5 Hdr:Var5editable:true maxchars:40) 14:(Typ:Var6 Hdr:Var6editable:true maxchars:40) 15:(Typ:Var7 Hdr:Var7editable:true maxchars:40) 16:(Typ:Var8 Hdr:Var8editable:true maxchars:40) 17:(Typ:Var9 Hdr:Var9editable:true maxchars:40) 18:(Typ:Var10 Hdr:Var10editable:true maxchars:40) 2:(Typ:CallStatus Hdr:CallStatus) 3:(Typ:CallType Hdr:CallType) 4:(Typ:DNIS Hdr:DNIS) 5:(Typ:ANI Hdr:ANI) 6:(Typ:CED Hdr:CED) 7:(Typ:DialedNumber Hdr:DialedNumber) 8:(Typ:Wrapup Hdr:Wrapupeditable:true maxchars:39) 9:(Typ:Var1 Hdr:Var1editable:true maxchars:40))))

11/28/13 14:08:55.878  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::DeskSetting(Login) (ConnProfs:(UCCE:(PrphID:5000 CtiOsA:sprawler CtiOsB:sprawler PortA:42028 PortB:42028 HB:5 MaxHBs:3 AutoLogin:1 WarnIfAlrdyLogdIn:0 ShowFldBitMsk:163 RejIfAlrdyLogdIn:0 IPCCSMEnbl:0 TOS:0 RasCallMode:0SwitchCapabilityBitMask:2134842367 WarnIfSilentMonitored:0)))

11/28/13 14:08:55.878  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::DeskSetting(IPCCSilentMonitor) (Settings:(HBIntv:5 MediaTermPort:4000 TOS:0 MonIPPort:39200 HBTmout:15CCMBasedSilentMonitor:0))

11/28/13 14:08:55.878  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::DeskSetting(SoundPreferences) (DTMF:(Mute:0) DialTone:(Mute:0) OrgTone:(Mute:1) RngInTone:(Mute:1) All:(Mute:0))

11/28/13 14:08:55.878  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::DeskSetting(Version) ()

11/28/13 14:08:55.973  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eOnConnectionClosed ), EnablementMask = ffffffff

11/28/13 14:08:55.973  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (MsgID:eOnConnectionClosed)

11/28/13 14:08:55.973  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnConnectionClosed()

11/28/13 14:08:57.403  CTIOSTrace - CConnectionMonitor::AddClient(CTIOSSoftphone.exe_7656_7904).

11/28/13 14:08:57.403  CTIOSTrace - CConnectionMonitor::AddClient, Adding Connection 2, (CTIOSSoftphone.exe_7656_7904)

11/28/13 14:08:57.403  ********* Started logging facility for CTIOSSoftphone.exe_7656_7904 *********

11/28/13 14:08:57.403  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, ServerMonitorThread started successfully.

11/28/13 14:08:57.403  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, Debug Output is OFF.

11/28/13 14:08:57.403  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, Screen Output is ON.

11/28/13 14:08:57.403  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, WaitThread started successfully.

11/28/13 14:08:57.403  7656  CTIOSSoftphone  Thd(6760)  LogWrapper::Start, WaitCurUserThread started successfully.

11/28/13 14:08:57.449  CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting for list to be modified

11/28/13 14:08:57.449  CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 3 Connections.

11/28/13 14:09:00.078  7656  CTIOSSoftphone  Thd(6760)  CSSLClient(0562B878)::SaveClientCacheSession(), SSL object is NULL

11/28/13 14:09:00.078  7656  CTIOSSoftphone  Thd(6760)  Attempting to resolve hostname [sprawler] to IP address (gethostbyname).

11/28/13 14:09:00.082  7656  CTIOSSoftphone  Thd(6760)  ** Attempting to connect to server [sprawler (192.168.50.60) port:42028] **

11/28/13 14:09:00.084  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eOnConnection ), EnablementMask = ffffffff

11/28/13 14:09:00.084  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (MsgID:eOnConnection EvtTime:17340084 CurSvr:sprawler CurPort:42028 SecConn:0)

11/28/13 14:09:00.084  7656  CTIOSSoftphone  Thd(6824)  NotifyConnectionRestored:: Adding system event eSysCTIOSServerOnline

11/28/13 14:09:00.085  7656  CTIOSSoftphone  Thd(6760)  CComSession::GetCurrentAgent. Invalid Agent pointer...

11/28/13 14:09:00.086  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eIdentifyClientRequest)

11/28/13 14:09:00.086  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (ClntPwd:(null) CILClntID:SPRAWLER-7656-6824 CTIOSClntVer:8.5.1)

11/28/13 14:09:00.087  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eSetSessionModeRequest)

11/28/13 14:09:00.087  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (PrphID:5000 PrphTyp:0 AGState:eUnknown AvailTimeTdy:0 LogdOnTimeTdy:0 NotRdyTimeTdy:0 AGOutCallsTdy:0 AGOutCallsTlkTimeTdy:0 AGOutCallsTimeTdy:0 AGOutCallsHldTdy:0 AGOutCallsHldTimeTdy:0 HdlCallsTdy:0 HdlCallsTlkTimeTdy:0 HdlCallsTimeTdy:0 IncCallsHldTdy:0 IncCallsHldTimeTdy:0 IntCallsHldTdy:0 IntCallsHldTimeTdy:0 AvailTimeSess:0 LogdOnTimeSess:0 NotRdyTimeSess:0 AGOutCallsSess:0 AGOutCallsTlkTimeSess:0 AGOutCallsTimeSess:0 AGOutCallsHldSess:0 AGOutCallsHldTimeSess:0 HdlCallsSess:0 HdlCallsTlkTimeSess:0 HdlCallsTimeSess:0 IncCallsHldSess:0 IncCallsHldTimeSess:0 IntCallsSess:0 IntCallsTimeSess:0 IntCallsRcvdTimeSess:0 IntCallsHldSess:0 IntCallsHldTimeSess:0 IntCallsTdy:0 IntCallsTimeTdy:0 HdlCallsAftCallTimeSess:0 HdlCallsAftCallTimeTdy:0 MRDID:0 ICMAGID:0 AGMode:2 MaxTaskLim:0 NumTasks:0 AGExt:(null) AGID:1001 AGInstr:1001 SGs:() UniqObjID:(null) IntCallsRcvdTdy:0 IntCallsRcvdTimeTdy:0 IntCallsRcvdSess:0 ClntAGTempID:agent.1385647737 ClassId:1 IsSupv:0 LstErr:(6760:1) ConnMode:1 AutoLogin:1 SavAGState:9 WaitforRecvry:0 SavLoginInfo:() CurProf:UCCE LoginTime:0 IsAGTeamMbr:0 AGAvailStatus:-1 ICMAvailTimeSess:0 RoutblTimeTdy:0 ICMAvailTimeTdy:0 RoutblTimeSess:0 LoginNam:(null) AGCallMode:0 SMTgtAGUID:(null) SMCallUID:(null) SavAGGreetState:2)

11/28/13 14:09:00.093  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eIdentifyClientConf ), EnablementMask = ffffffff

11/28/13 14:09:00.093  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (ClntPwd:(null) ClntAddr:192.168.50.60 MsgID:eIdentifyClientConf CILClntID:SPRAWLER-7656-6824 ProdVer:7.1 SMMode:1 CTIOSClntVer:8.5.1)

11/28/13 14:09:00.093  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnIdentifyClientConf()

11/28/13 14:09:00.093  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSetAgentModeEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.093  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:0 AGState:eUnknown AvailTimeTdy:0 LogdOnTimeTdy:0 NotRdyTimeTdy:0 AGOutCallsTdy:0 AGOutCallsTlkTimeTdy:0 AGOutCallsTimeTdy:0 AGOutCallsHldTdy:0 AGOutCallsHldTimeTdy:0 HdlCallsTdy:0 HdlCallsTlkTimeTdy:0 HdlCallsTimeTdy:0 IncCallsHldTdy:0 IncCallsHldTimeTdy:0 IntCallsHldTdy:0 IntCallsHldTimeTdy:0 AvailTimeSess:0 LogdOnTimeSess:0 NotRdyTimeSess:0 AGOutCallsSess:0 AGOutCallsTlkTimeSess:0 AGOutCallsTimeSess:0 AGOutCallsHldSess:0 AGOutCallsHldTimeSess:0 HdlCallsSess:0 HdlCallsTlkTimeSess:0 HdlCallsTimeSess:0 IncCallsHldSess:0 IncCallsHldTimeSess:0 IntCallsSess:0 IntCallsTimeSess:0 IntCallsRcvdTimeSess:0 IntCallsHldSess:0 IntCallsHldTimeSess:0 IntCallsTdy:0 IntCallsTimeTdy:0 HdlCallsAftCallTimeSess:0 HdlCallsAftCallTimeTdy:0 MRDID:0 ICMAGID:0 AGMode:2 MaxTaskLim:0 NumTasks:0 AGExt:(null) AGID:1001 AGInstr:1001 SGs:() UniqObjID:agent.5000.1001 MsgID:eSetAgentModeEvent IntCallsRcvdTdy:0 IntCallsRcvdTimeTdy:0 IntCallsRcvdSess:0 ClntAGTempID:agent.1385647737 ClassId:1 IsSupv:0 LstErr:(6760:1) ConnMode:1 Filt:filtertarget = agent.5000.1001 CILConnID:7 AutoLogin:1 SavAGState:9 WaitforRecvry:0 SavLoginInfo:() StatusSys:(StatusCTISvr:1 StatusCtiSvrDvr:1 StatusCC:1 StatusPrphs:(5000:1)) CurProf:UCCE LoginTime:0 IsAGTeamMbr:0 AGAvailStatus:-1 ICMAvailTimeSess:0 RoutblTimeTdy:0 ICMAvailTimeTdy:0 RoutblTimeSess:0 OrgClntID:SPRAWLER-7656-6824 LoginNam:(null) BlkAllEvts:1 AGCallMode:0 SMTgtAGUID:(null) SMCallUID:(null) SavAGGreetState:2)

11/28/13 14:09:00.094  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] eSetAgentModeEvent

11/28/13 14:09:00.098  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eQueryAgentStateConf ), EnablementMask = a1b0010

11/28/13 14:09:00.098  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 AGState:eNotReady NumSGs:2 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 Msk:0xa1b0010 UniqObjID:agent.5000.1001 MsgID:eQueryAgentStateConf IncWrpupStr:(string0:Insert incoming wrapup string 0 here. string1:Insert incoming wrapup string 1 here. string2:Insert incoming wrapup string 2 here. string3:Insert incoming wrapup string 3 here.) NotRdyRsnCodes:(Insert not ready reason code 1 here.:1 Insert not ready reason code 2 here.:2 Insert not ready reason code 3 here.:3 Insert not ready reason code 4 here.:4) LogoutRsnCodes:(Insert logout reason code 1 here.:1 Insert logout reason code 2 here.:2 Insert logout reason code 3 here.:3 Insert logout reason code 4 here.:4) NotRdyRsnReq:0 LogoutRsnReq:0 AGAvailStatus:0 MskExt:1SkillGroup[1]:(SG#:18091 SGID:5000 SGPri:0 SGState:2) SkillGroup[2]:(SG#:1 SGID:5003 SGPri:0 SGState:2))

11/28/13 14:09:00.098  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001]::OnQueryAgentStateConf()

11/28/13 14:09:00.100  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::Login()

11/28/13 14:09:00.100  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::SetAgentState()

11/28/13 14:09:00.100  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eSetAgentStateRequest )

11/28/13 14:09:00.100  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (PrphID:5000 AGState:eLogin AGWorkMode:0 AGExt:1001 AGID:1001 AGInstr:1001 AGPwd:cisco UniqObjID:agent.5000.1001 ClntAGTempID:agent.1385647737 ClassId:1 RmtLogin:0)

11/28/13 14:09:00.100  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eSetAgentStateRequest)

11/28/13 14:09:00.101  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (PrphID:5000 AGState:eLogin AGWorkMode:0 AGExt:1001 AGID:1001 AGInstr:1001 AGPwd:cisco UniqObjID:agent.5000.1001 ClntAGTempID:agent.1385647737 ClassId:1 RmtLogin:0)

11/28/13 14:09:00.107  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::SetAgentGreetingAction()

11/28/13 14:09:00.107  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eAgentGreetingControlRequest )

11/28/13 14:09:00.107  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1 AGGreetActn:eGreetingEnable)

11/28/13 14:09:00.107  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eAgentGreetingControlRequest)

11/28/13 14:09:00.107  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1 AGGreetActn:eGreetingEnable)

11/28/13 14:09:00.117  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask = a1b0010

11/28/13 14:09:00.117  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:00.145  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.145  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (AGID:1001 AGLstNam:Agent1 AGFstNam:Agent1 UniqObjID:agent.5000.1001 MsgID:eAgentInfoEvent SupvKey:(null) LoginNam:agent1)

11/28/13 14:09:00.145  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] eAgentInfoEvent

11/28/13 14:09:00.159  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

11/28/13 14:09:00.159  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eSetAgentStateConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 BlkAllEvts:0)

11/28/13 14:09:00.159  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eQueryAgentStateConf ), EnablementMask = a1b0010

11/28/13 14:09:00.160  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 AGState:eNotReady NumSGs:2 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 Msk:0xa1b0010 UniqObjID:agent.5000.1001 MsgID:eQueryAgentStateConf IncWrpupStr:(string0:Insert incoming wrapup string 0 here. string1:Insert incoming wrapup string 1 here. string2:Insert incoming wrapup string 2 here. string3:Insert incoming wrapup string 3 here.) NotRdyRsnCodes:(Insert not ready reason code 1 here.:1 Insert not ready reason code 2 here.:2 Insert not ready reason code 3 here.:3 Insert not ready reason code 4 here.:4) LogoutRsnCodes:(Insert logout reason code 1 here.:1 Insert logout reason code 2 here.:2 Insert logout reason code 3 here.:3 Insert logout reason code 4 here.:4) NotRdyRsnReq:0 LogoutRsnReq:0 AGAvailStatus:0 MskExt:1SkillGroup[1]:(SG#:18091 SGID:5000 SGPri:0 SGState:2) SkillGroup[2]:(SG#:1 SGID:5003 SGPri:0 SGState:2))

11/28/13 14:09:00.160  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001]::OnQueryAgentStateConf()

11/28/13 14:09:00.160  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eEnableSkillGroupStatisticsRequest )

11/28/13 14:09:00.160  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.160  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

11/28/13 14:09:00.160  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.161  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eEnableAgentStatisticsRequest )

11/28/13 14:09:00.161  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.161  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

11/28/13 14:09:00.161  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.164  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eEnableSkillGroupStatisticsRequest )

11/28/13 14:09:00.164  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.164  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

11/28/13 14:09:00.164  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.165  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eEnableAgentStatisticsRequest )

11/28/13 14:09:00.165  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.166  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

11/28/13 14:09:00.166  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:00.167  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask = a1b0010

11/28/13 14:09:00.167  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:00.176  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentDeskSettingsConf ), EnablementMask = a1b0010

11/28/13 14:09:00.176  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 DeskSetngsMsk:512 WrpupDataIncMode:1 WrpupDataOutMode:1 LogoutNonActvTime:20 QualRecRate:4294967295 RngNoAnsTime:10 WorkModeTimer:7200 RngNoAnsDN:0 SMWarnMsg:0 SMAudInd:0 SupvAssistCallMthd:0 EmerCallMthd:0 AutoRecOnEmer:0 RecMode:0 AGID:1001 DefDevPortAddr:(null) Msk:0xa1b0010 UniqObjID:agent.5000.1001 MsgID:eAgentDeskSettingsConf NotRdyRsnReq:0 LogoutRsnReq:0 MskExt:1)

11/28/13 14:09:00.177  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask = a1b0010

11/28/13 14:09:00.177  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:00.180  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eButtonEnablementMaskChange ), EnablementMask = ffffffff

11/28/13 14:09:00.180  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (AGID:1001 DevID:1001 UniqObjID:agent.5000.1001 MsgID:eButtonEnablementMaskChange MskExt:1)

11/28/13 14:09:00.185  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentGreetingControlConf ), EnablementMask = ffffffff

11/28/13 14:09:00.186  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eAgentGreetingControlConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 AGGreetActn:eGreetingEnable MskExt:1)

11/28/13 14:09:00.189  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:00.193  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.194  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (SG#:18091 SGID:5000 SGPri:0 UniqObjID:skillgroup.5000.18091.0 MsgID:eSkillInfoEvent SGNam:000215549462)

11/28/13 14:09:00.196  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.196  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (SG#:1 SGID:5003 SGPri:0 UniqObjID:skillgroup.5000.1.0 MsgID:eSkillInfoEvent SGNam:SKILL1)

11/28/13 14:09:00.200  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.200  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (SG#:18091 SGID:5000 SGPri:0 UniqObjID:skillgroup.5000.18091.0 MsgID:eSkillInfoEvent SGNam:000215549462)

11/28/13 14:09:00.200  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

11/28/13 14:09:00.200  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (SG#:1 SGID:5003 SGPri:0 UniqObjID:skillgroup.5000.1.0 MsgID:eSkillInfoEvent SGNam:SKILL1)

11/28/13 14:09:01.794  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::SetAgentState()

11/28/13 14:09:01.794  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eSetAgentStateRequest )

11/28/13 14:09:01.794  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (AGState:eAvailable EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:01.794  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eSetAgentStateRequest)

11/28/13 14:09:01.794  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (AGState:eAvailable EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:09:01.800  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = 101b0000

11/28/13 14:09:01.802  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eAvailable SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:3 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:(null) Msk:0x101b0000 UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:1 MskExt:1)

11/28/13 14:09:01.802  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] eAgentStateEvent( eAvailable )

11/28/13 14:09:01.808  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask = 101b0000

11/28/13 14:09:01.808  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:09:01.816  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

11/28/13 14:09:01.816  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eSetAgentStateConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 BlkAllEvts:0)

11/28/13 14:09:02.183  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentPrecallEvent ), EnablementMask = ffffffff

11/28/13 14:09:02.183  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (SVC#:1 SVCID:5002 SG#:1 SGID:5003 SGPri:0 MonID:0 NumNamVars:0 NumNamArrs:0 MRDID:1 AGInstr:1001 ANI:2001 UsrToUsrInfo:(null) Dialed#:8000 CallrEntrDig:(null) RCallKeyDay:150811 RCallKeyCID:46598111 MsgID:eAgentPrecallEvent ICMEntUniqID:icm.150811.46598111 RCallKeySeq#:2 CallTypIDTag:5000 PreCallIIDTag:16)

11/28/13 14:09:02.184  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

11/28/13 14:09:02.184  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eReserved SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:7 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:1 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0)

11/28/13 14:09:02.184  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] eAgentStateEvent( eReserved )

11/28/13 14:09:02.529  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSnapshotDeviceConf ), EnablementMask = ffffffff

11/28/13 14:09:02.530  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (NumCalls:0 UniqObjID:device.5000.1001 MsgID:eSnapshotDeviceConf VldCalls:() NumSMTgtCalls:0)

11/28/13 14:09:02.530  7656  CTIOSSoftphone  Thd(6824)  [device.5000.1001] eSnapshotDeviceConf (NumCalls = 0)

11/28/13 14:09:32.278  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = 101b0000

11/28/13 14:09:32.278  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eAvailable SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:3 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer Msk:0x101b0000 UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:1 MskExt:1)

11/28/13 14:09:32.278  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] eAgentStateEvent( eAvailable )

11/28/13 14:09:32.282  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask = 101b0000

11/28/13 14:09:32.282  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:10:00.392  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::SetAgentState()

11/28/13 14:10:00.392  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eSetAgentStateRequest )

11/28/13 14:10:00.392  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (AGState:eNotReady EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:00.392  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eSetAgentStateRequest)

11/28/13 14:10:00.392  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (AGState:eNotReady EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:00.401  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = a1b0010

11/28/13 14:10:00.401  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eNotReady SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:2 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer Msk:0xa1b0010 UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0 MskExt:1)

11/28/13 14:10:00.401  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] eAgentStateEvent( eNotReady )

11/28/13 14:10:00.404  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask = a1b0010

11/28/13 14:10:00.404  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask Extension = 1

11/28/13 14:10:00.407  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

11/28/13 14:10:00.407  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eSetAgentStateConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 BlkAllEvts:0)

11/28/13 14:10:01.075  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::Logout()

11/28/13 14:10:01.075  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::GetAgentState()

11/28/13 14:10:01.075  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::SetAgentState()

11/28/13 14:10:01.075  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eSetAgentStateRequest )

11/28/13 14:10:01.075  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (AGState:eLogout EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.075  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eSetAgentStateRequest)

11/28/13 14:10:01.075  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (AGState:eLogout EvtRsnCode:0 UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.110  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

11/28/13 14:10:01.110  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eNotReady SG#:18091 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:1 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 AGAvailStatus:0)

11/28/13 14:10:01.110  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] SetAgentProperties-Marking skill group 18091 for removal

11/28/13 14:10:01.110  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001]SetAgentProperties: Removed skill group SkillGroup[1]:18091.0

11/28/13 14:10:01.110  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] SetAgentProperties-Overwriting skill group index 1

11/28/13 14:10:01.110  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] SetAgentProperties-SkillGroup[1]:1.0

11/28/13 14:10:01.110  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] eAgentStateEvent( eNotReady )

11/28/13 14:10:01.576  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eDisableSkillGroupStatisticsRequest )

11/28/13 14:10:01.576  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.576  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eDisableSkillGroupStatisticsRequest)

11/28/13 14:10:01.576  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.576  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eDisableAgentStatisticsRequest )

11/28/13 14:10:01.576  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.576  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eDisableAgentStatisticsRequest)

11/28/13 14:10:01.576  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.578  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eDisableSkillGroupStatisticsRequest )

11/28/13 14:10:01.578  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.578  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eDisableSkillGroupStatisticsRequest)

11/28/13 14:10:01.578  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.578  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eDisableAgentStatisticsRequest )

11/28/13 14:10:01.578  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.578  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eDisableAgentStatisticsRequest)

11/28/13 14:10:01.578  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.579  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eEnableSkillGroupStatisticsRequest )

11/28/13 14:10:01.579  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.579  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

11/28/13 14:10:01.579  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.579  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eEnableAgentStatisticsRequest )

11/28/13 14:10:01.579  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.579  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

11/28/13 14:10:01.579  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.582  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eEnableSkillGroupStatisticsRequest )

11/28/13 14:10:01.582  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.582  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

11/28/13 14:10:01.582  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.583  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eEnableAgentStatisticsRequest )

11/28/13 14:10:01.583  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.583  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

11/28/13 14:10:01.583  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.584  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = 1000000

11/28/13 14:10:01.584  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eLogout SG#:1 SGID:5003 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:1 SessID:0 MRDID:1 ICMAGID:5004 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer Msk:0x1000000 UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0 MskExt:0)

11/28/13 14:10:01.584  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] SetAgentProperties-Marking skill group 1 for removal

11/28/13 14:10:01.584  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001]SetAgentProperties: Removed skill group SkillGroup[1]:1.0

11/28/13 14:10:01.584  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] eAgentStateEvent( eLogout )

11/28/13 14:10:01.584  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eDisableSkillGroupStatisticsRequest )

11/28/13 14:10:01.584  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.584  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eDisableSkillGroupStatisticsRequest)

11/28/13 14:10:01.584  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.585  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eDisableAgentStatisticsRequest )

11/28/13 14:10:01.585  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.585  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eDisableAgentStatisticsRequest)

11/28/13 14:10:01.585  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.586  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eDisableSkillGroupStatisticsRequest )

11/28/13 14:10:01.586  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.586  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eDisableSkillGroupStatisticsRequest)

11/28/13 14:10:01.586  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.586  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest( eDisableAgentStatisticsRequest )

11/28/13 14:10:01.586  7656  CTIOSSoftphone  Thd(6760)  [agent.5000.1001]::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.586  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest(eDisableAgentStatisticsRequest)

11/28/13 14:10:01.586  7656  CTIOSSoftphone  Thd(6760)  CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.1001 ClassId:1)

11/28/13 14:10:01.587  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask = 1000000

11/28/13 14:10:01.587  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask Extension = 0

11/28/13 14:10:01.594  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] SetAgentProperties-Marking skill group 1 for removal

11/28/13 14:10:01.594  7656  CTIOSSoftphone  Thd(6824)  [agent.5000.1001] ePostLogoutEvent

11/28/13 14:10:01.599  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask = 1000000

11/28/13 14:10:01.599  7656  CTIOSSoftphone  Thd(6824)  ObjectId = agent.5000.1001 , Enablement Mask Extension = 0

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:23 AGState:eLogout SG#:4294967295 SGID:4294967295 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:1 SessID:0 MRDID:1 ICMAGID:5004 AGMode:0 MaxTaskLim:0 NumTasks:0 AGExt:1001 AGID:1001 AGInstr:1001 CTIClntSig:CTIOSServer UniqObjID:agent.5000.1001 MsgID:eAgentStateEvent DvrKey:agent.5000.1001 AGAvailStatus:0)

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(30)

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsObject(055DB940)::ReportError( Code(-109) )

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eAgentStateEvent)

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1001 MsgID:eSetAgentStateConf FiltTgt:agent.5000.1001 TgtCILClntID:SPRAWLER-7656-6824 BlkAllEvts:0)

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(39)

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsObject(055DB940)::ReportError( Code(-109) )

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eSetAgentStateConf)

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(536871025)

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsObject(055DB940)::ReportError( Code(-109) )

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eOnNewAgentStatisticsEvent)

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(536871025)

11/28/13 14:10:01.603  7656  CTIOSSoftphone  Thd(6824)  CCtiOsObject(055DB940)::ReportError( Code(-109) )

11/28/13 14:10:01.604  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eOnNewAgentStatisticsEvent)

11/28/13 14:10:01.604  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent( eOnConnectionClosed ), EnablementMask = ffffffff

11/28/13 14:10:01.604  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnEvent, (MsgID:eOnConnectionClosed)

11/28/13 14:10:01.604  7656  CTIOSSoftphone  Thd(6824)  CCtiOsSession::OnConnectionClosed()

11/28/13 14:10:03.707  CTIOSTrace - CConnectionMonitor::MonitorThread, Connection (CTIOSSoftphone.exe_7656_7532) Abandoned

11/28/13 14:10:03.707  CTIOSTrace - CConnectionMonitor::RemoveClient, Removing Connection (CTIOSSoftphone.exe_7656_7532)

11/28/13 14:10:03.707  CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 2 Connections.

11/28/13 14:10:03.707  CTIOSTrace - CConnectionMonitor::MonitorThread, Connection (CTIOSSoftphone.exe_7656_8028) Abandoned

11/28/13 14:10:03.707  CTIOSTrace - CConnectionMonitor::RemoveClient, Removing Connection (CTIOSSoftphone.exe_7656_8028)

11/28/13 14:10:03.707  CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 1 Connections.

11/28/13 14:10:03.707  CTIOSTrace - CConnectionMonitor::MonitorThread, Connection (CTIOSSoftphone.exe_7656_7904) Abandoned

11/28/13 14:10:03.707  CTIOSTrace - CConnectionMonitor::RemoveClient, Removing Connection (CTIOSSoftphone.exe_7656_7904)

11/28/13 14:10:03.707  CTIOSTrace - CConnectionMonitor::MonitorThread, Posting Quit Message

11/28/13 14:10:03.723  CTIOSTrace - WndProc(WM_DESTROY)

Re: After "Queue to Skill Group" call not delivered to agent

Hi, well, client side logs are fine, but they won't reveal too much about what's going on at the server side.

Can you please post the CTI Server and the CTI OS Server logs. Use the Advanced Editor, then the Attach Files feature.

G.

After "Queue to Skill Group" call not delivered to agent

Hi Gergely,

Please find the CTISRV Logs:

Events from November 28, 2013:

18:18:12 ctisvr   Trace: EMSServer connection established in node name: lab1\CG1A process: ctisvr for user lostchild.

18:18:17 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 22 (CTI_CALL_CREATED_EVENT) ...

18:18:17 ctisvr   Trace:

18:18:17 ctisvr   Trace: CALL_CREATED: CallID=16778277.2001(d) Dest= Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)

18:18:17 ctisvr   Trace:               CampaignID=-1 QueryRuleID=-1

18:18:17 ctisvr   Trace:               TrunkGroup=-1 DNIS:8000 ANI:2001 CED: Dialed=

18:18:17 ctisvr   Trace:               UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=

18:18:17 ctisvr   Trace: PV1= PV2= PV3= PV4= PV5=

18:18:17 ctisvr   Trace: PV6= PV7= PV8= PV9= PV10=

18:18:17 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 111 () ...

18:18:17 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 24 (CTI_CALL_DATA_UPDATE_EVENT) ...

18:18:17 ctisvr   SESSION 1: MsgType:CALL_ATTRIBUTE_CHANGE_EVENT (MonitorID:0 PeripheralID:5000 PeripheralType:N/A 

18:18:17 ctisvr   SESSION 1:         ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:16778277 CallTypeID:5000 

18:18:17 ctisvr   SESSION 1:         ServiceNumber:0 ConnectionDeviceID:"2001" )

18:18:17 ctisvr   Trace:

18:18:17 ctisvr   Trace: CALL_DATA_UPDATE: CID=16778277.2001(d) Dest= Active=Y Periph=5000 ECCsize=0

18:18:17 ctisvr   Trace:  CallType=1(ACD_IN) CPDisposition=0(INVALID) TrunkGroup=-1 

18:18:17 ctisvr   Trace:  RouterCallKey=150811 46598116 CampaignID=-1 QueryRuleID=-1

18:18:17 ctisvr   Trace:  DNIS:8000 ANI:2001 CED: Dialed=

18:18:17 ctisvr   Trace:  UserToUser= Wrapup=

18:18:17 ctisvr   Trace:  CustPhone#= CustAccount#=

18:18:17 ctisvr   Trace:  PV1= PV2= PV3= PV4= PV5=

18:18:17 ctisvr   Trace:  PV6= PV7= PV8= PV9= PV10=

18:18:17 ctisvr   Trace:  SrcAgentExt=(CS_NULL) DestAgentExt=(CS_NONE)

18:18:17 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:17 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 23 (CTI_CALL_TERMINATED_EVENT) ...

18:18:17 ctisvr   Trace:

18:18:17 ctisvr   Trace: CSTA_CALL_CLEARED - callID=16778277.(s)  localConnectionInfo(-1)=CS_NONE cause=1015

18:18:17 ctisvr   Trace: ProcessCallClearedEvent -  peripheralID 5000 CallID 16778277

18:18:17 ctisvr   Trace: Removing device: 2001

18:18:17 ctisvr   Trace: TailorMessageForClient - reEncode message for version 15

18:18:17 ctisvr   SESSION 1: MsgType:BEGIN_CALL_EVENT (MonitorID:0 PeripheralID:5000 PeripheralType:IPCC Simplified 

18:18:17 ctisvr   SESSION 1:         NumCTIClients:0 NumNamedVariables:0 NumNamedArrays:0 CallType:CALLTYPE_ACD_IN 

18:18:17 ctisvr   SESSION 1:         ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:16778277 

18:18:17 ctisvr   SESSION 1:         CalledPartyDisposition:CD_INVALID ConnectionDeviceID:"2001" ANI:"2001" DNIS:"8000" 

18:18:17 ctisvr   SESSION 1:         RouterCallKeyDay:150811 RouterCallKeyCallID:46598116 RouterCallKeySequenceNum:1 )

18:18:17 ctisvr   Trace: TailorMessageForClient - reEncode message for version 15

18:18:17 ctisvr   SESSION 1: MsgType:CALL_CLEARED_EVENT (MonitorID:0 PeripheralID:5000 PeripheralType:IPCC Simplified 

18:18:17 ctisvr   SESSION 1:         ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:16778277 

18:18:17 ctisvr   SESSION 1:         LocalConnectionState:LCS_NONE EventCause:CECX_REDIRECTED ConnectionDeviceID:"" )

18:18:17 ctisvr   Trace:

18:18:17 ctisvr   Trace: CALL TERMINATED: CallID=16778277.2001(d) Periph=5000

18:18:17 ctisvr   Trace: TailorMessageForClient - reEncode message for version 15

18:18:17 ctisvr   SESSION 1: MsgType:END_CALL_EVENT (MonitorID:0 PeripheralID:5000 PeripheralType:IPCC Simplified 

18:18:17 ctisvr   SESSION 1:         ConnectionDeviceIDType:CONNECTION_ID_DYNAMIC ConnectionCallID:16778277 

18:18:17 ctisvr   SESSION 1:         ConnectionDeviceID:"2001" )

18:18:17 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:17 ctisvr   Trace:

18:18:17 ctisvr   Trace: CSTA_QUEUED - callID=56.(s) queue=ID_NOT_KNOWN callingDev=2001 calledDev=ID_NOT_KNOWN lastRedirectionDevice=(DEV)6000  localConnectionInfo(5)=CS_QUEUED cause=-1

18:18:17 ctisvr   Trace:               service=1 numQueued=1 numGroups=1

18:18:17 ctisvr   Trace: *** ProcessCallQueuedEvent - Periph 5000 CallID 56.(s) not found ***

18:18:17 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:17 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:17 ctisvr   Trace:

18:18:17 ctisvr   Trace: CSTA_DIVERTED - callID=56.(s) divertedDevice=ID_NOT_KNOWN newDestination=ID_NOT_KNOWN  localConnectionInfo(1)=CS_INITIATE cause=-1

18:18:17 ctisvr   Trace:                 Service=1(5002)

18:18:17 ctisvr   Trace: *** ProcessCallDivertedEvent - Periph 5000 CallID 56.(s) not found ***

18:18:17 ctisvr   Trace:

18:18:17 ctisvr   Trace: CSTA_QUEUED - callID=56.(s) queue=ID_NOT_KNOWN callingDev=98310 calledDev=(DEV)6000 lastRedirectionDevice=ID_NOT_KNOWN  localConnectionInfo(5)=CS_QUEUED cause=-1

18:18:17 ctisvr   Trace:               service=1 numQueued=1 numGroups=0

18:18:17 ctisvr   Trace: *** ProcessCallQueuedEvent - Periph 5000 CallID 56.(s) not found ***

18:18:19 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:19 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   SESSION 1: MsgType:CLIENT_EVENT_REPORT_REQ (InvokeID:0xcd4 ObjectState:Normal ObjectName:"CTIOS_NUM_CLIENTS" 

18:18:25 ctisvr   SESSION 1:         Text:"1" )

18:18:25 ctisvr   Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1

18:18:25 ctisvr   Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1

18:18:25 ctisvr   SESSION 1: MsgType:CLIENT_EVENT_REPORT_CONF (InvokeID:0xcd4 )

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   SESSION 1: MsgType:QUERY_AGENT_STATE_REQ (InvokeID:0xcd5 PeripheralID:5000 MRDID:0 ICMAgentID:0 

18:18:25 ctisvr   SESSION 1:         AgentExtension:"1001" AgentID:"1001" AgentInstrument:"1001" )

18:18:25 ctisvr   Trace: ProcessQueryAgentStateRequest - sessionID 1

18:18:25 ctisvr   Trace: GET_AGENT_STATE_REQ: InvokeID=0x2b000cbc Periph=5000 MRDomainID= 1 SkillTarID=0 Ext=1001 AGTID=1001 Inst:1001

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 13 (CTI_GET_AGENT_STATE_RESP) ...

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   Trace: AGENT_STATE_RESPONSE: InvokeID=0x2b000cbc ID=1001 Periph=5000 ClientType=23 Online=Y

18:18:25 ctisvr   Trace:                       Ext= Inst= State=LOGOUT Duration=0 Sig=

18:18:25 ctisvr   Trace:                       SkTgtID=5004 SkGrpNo=0xffffffff SkGrpID=-1 NumGroups=2 NumLines=0 CurLine=-1

18:18:25 ctisvr   Trace:                       MRDID=1 NumTasks=0 MaxTaskLimit=0 AgentMode=0 AgentAvailabilityStatus=0

18:18:25 ctisvr   Trace: SkGroup[0]: Number=18091 ID=5000 Pri=0 State=LOGOUT

18:18:25 ctisvr   Trace: SkGroup[1]: Number=1 ID=5003 Pri=0 State=LOGOUT

18:18:25 ctisvr   SESSION 1: MsgType:QUERY_AGENT_STATE_CONF (InvokeID:0xcd5 AgentState:LOGOUT NumSkillGroups:2 MRDID:1 

18:18:25 ctisvr   SESSION 1:         NumTasks:0 AgentMode:0 MaxTaskLimit:0 ICMAgentID:5004 AgentAvailabilityStatus:0 

18:18:25 ctisvr   SESSION 1:         AgentID:"1001" AgentExtension:"1001" AgentInstrument:"1001" FltSkillGroupNumber:18091 

18:18:25 ctisvr   SESSION 1:         FltSkillGroupID:5000 FltSkillGroupPriority:0 FltSkillGroupState:LOGOUT 

18:18:25 ctisvr   SESSION 1:         FltSkillGroupNumber:1 FltSkillGroupID:5003 FltSkillGroupPriority:0 

18:18:25 ctisvr   SESSION 1:         FltSkillGroupState:LOGOUT )

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   SESSION 1: MsgType:SET_AGENT_STATE_REQ (InvokeID:0xcd6 PeripheralID:5000 AgentState:LOGIN 

18:18:25 ctisvr   SESSION 1:         AgentWorkMode:AWM_UNSPECIFIED NumSkillGroups:0 EventReasonCode:50004 ForcedFlag:0 

18:18:25 ctisvr   SESSION 1:         AgentServiceReq:0 AgentInstrument:"1001" AgentID:"1001" )

18:18:25 ctisvr   Trace: ProcessSetAgentStateRequest - sessionID 1

18:18:25 ctisvr   Trace: *** AddToAssociateAgentList();           ADDED: SessionID=1 AgentID=1001 PeripheralID=5000

18:18:25 ctisvr   Trace: CSTASetAgentState:  InvokeID=0x2b000cbd Dev=1001 AgentMode=LOG_IN AGID=1001 SG=-1(0xffffffff))

18:18:25 ctisvr   Trace: PrivateData: EventReasonCode=50004 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:25 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=

18:18:25 ctisvr   Trace:  SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr   Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

18:18:25 ctisvr   Trace: SetAgentDevice: Agent(1001) -> Device(1001).

18:18:25 ctisvr   Trace: SetAgentDevice: CSTADevice(1001) -> Agent(1001).

18:18:25 ctisvr   Trace: SET_CLIENT_STATUS_REQ: InvokeID=0x2b000cbe Periph=5000 Status=0x1 AgentID=1001 Signature:CTIOSServer

18:18:25 ctisvr   SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC 

18:18:25 ctisvr   SESSION 1:         Simplified SkillGroupState:LOGIN StateDuration:0 SkillGroupNumber:18091 SkillGroupID:5000 

18:18:25 ctisvr   SESSION 1:         SkillGroupPriority:0 AgentState:NOT_READY EventReasonCode:0 MRDID:1 NumTasks:0 

18:18:25 ctisvr   SESSION 1:         AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0 NumFltSkillGroups:0 

18:18:25 ctisvr   SESSION 1:         ClientSignature:"" AgentID:"1001" AgentExtension:"1001" AgentInstrument:"1001" )

18:18:25 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=

18:18:25 ctisvr   Trace:  SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr   Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

18:18:25 ctisvr   SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC 

18:18:25 ctisvr   SESSION 1:         Simplified SkillGroupState:LOGIN StateDuration:0 SkillGroupNumber:1 SkillGroupID:5003 

18:18:25 ctisvr   SESSION 1:         SkillGroupPriority:0 AgentState:NOT_READY EventReasonCode:0 MRDID:1 NumTasks:0 

18:18:25 ctisvr   SESSION 1:         AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0 NumFltSkillGroups:0 

18:18:25 ctisvr   SESSION 1:         ClientSignature:"" AgentID:"1001" AgentExtension:"1001" AgentInstrument:"1001" )

18:18:25 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=

18:18:25 ctisvr   Trace:  SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr   Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

18:18:25 ctisvr   SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC 

18:18:25 ctisvr   SESSION 1:         Simplified SkillGroupState:NOT_READY StateDuration:0 SkillGroupNumber:18091 

18:18:25 ctisvr   SESSION 1:         SkillGroupID:5000 SkillGroupPriority:0 AgentState:NOT_READY EventReasonCode:0 MRDID:1 

18:18:25 ctisvr   SESSION 1:         NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0 

18:18:25 ctisvr   SESSION 1:         NumFltSkillGroups:0 ClientSignature:"" AgentID:"1001" AgentExtension:"1001" 

18:18:25 ctisvr   SESSION 1:         AgentInstrument:"1001" )

18:18:25 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=

18:18:25 ctisvr   Trace:  SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr   Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   Trace: CSTASetAgentStateConfEvent:  InvokeID=0x2b000cbd

18:18:25 ctisvr   SESSION 1: MsgType:SET_AGENT_STATE_CONF (InvokeID:0xcd6 )

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   SESSION 1: MsgType:QUERY_AGENT_STATE_REQ (InvokeID:0xcd7 PeripheralID:5000 MRDID:1 ICMAgentID:0 

18:18:25 ctisvr   SESSION 1:         AgentExtension:"1001" AgentID:"1001" AgentInstrument:"1001" )

18:18:25 ctisvr   Trace: ProcessQueryAgentStateRequest - sessionID 1

18:18:25 ctisvr   Trace: GET_AGENT_STATE_REQ: InvokeID=0x2b000cbf Periph=5000 MRDomainID= 1 SkillTarID=0 Ext=1001 AGTID=1001 Inst:1001

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 17 (CTI_SET_CLIENT_STATUS_RESP) ...

18:18:25 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:25 ctisvr   Trace:  SkgState=UNKNOWN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

18:18:25 ctisvr   Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:25 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   Trace: SET_CLIENT_STATUS_RESP: InvokeID=0x2b000cbe ResultCode=0(OK)

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 13 (CTI_GET_AGENT_STATE_RESP) ...

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   Trace: AGENT_STATE_RESPONSE: InvokeID=0x2b000cbf ID=1001 Periph=5000 ClientType=23 Online=Y

18:18:25 ctisvr   Trace:                       Ext=1001 Inst=1001 State=NOT_READY Duration=0 Sig=CTIOSServer

18:18:25 ctisvr   Trace:                       SkTgtID=5004 SkGrpNo=0xffffffff SkGrpID=-1 NumGroups=2 NumLines=0 CurLine=0

18:18:25 ctisvr   Trace:                       MRDID=1 NumTasks=0 MaxTaskLimit=1 AgentMode=1 AgentAvailabilityStatus=0

18:18:25 ctisvr   Trace: SkGroup[0]: Number=18091 ID=5000 Pri=0 State=NOT_READY

18:18:25 ctisvr   Trace: SkGroup[1]: Number=1 ID=5003 Pri=0 State=NOT_READY

18:18:25 ctisvr   SESSION 1: MsgType:QUERY_AGENT_STATE_CONF (InvokeID:0xcd7 AgentState:NOT_READY NumSkillGroups:2 MRDID:1 

18:18:25 ctisvr   SESSION 1:         NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0 

18:18:25 ctisvr   SESSION 1:         AgentID:"1001" AgentExtension:"1001" AgentInstrument:"1001" FltSkillGroupNumber:18091 

18:18:25 ctisvr   SESSION 1:         FltSkillGroupID:5000 FltSkillGroupPriority:0 FltSkillGroupState:NOT_READY 

18:18:25 ctisvr   SESSION 1:         FltSkillGroupNumber:1 FltSkillGroupID:5003 FltSkillGroupPriority:0 

18:18:25 ctisvr   SESSION 1:         FltSkillGroupState:NOT_READY )

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   SESSION 1: MsgType:AGENT_DESK_SETTINGS_REQ (InvokeID:0xcd8 PeripheralID:5000 AgentID:"1001" )

18:18:25 ctisvr   Trace: ProcessAgentDeskSettingsRequest - sessionID 1

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   Trace: AGENT_DESK_SETTINGS_RESP: InvokeID=0xcd8 ResultCode=0 (OK) for peripheral=5000, agent=1001

18:18:25 ctisvr   Trace:  DeskSettingsMask=0x200 WrapupDataIncomingMode=0x1

18:18:25 ctisvr   Trace:  WrapupDataOutgoingMode=1, LogoutNonActivityTime=20, QualityRecordingRate=-1

18:18:25 ctisvr   Trace:  RingNoAnswerTime=10, SilentMonitorWarningMessage=0, SilentMonitorAudibleIndication=0

18:18:25 ctisvr   Trace:  SupervisorAssistCallMethod=0, EmergencyCallMethod=0

18:18:25 ctisvr   Trace:  AutoRecordOnEmergency=0, RecordingMode=0, WorkModeTimer=7200

18:18:25 ctisvr   Trace:  RingNoAnswerDialedNumberID=0, DefaultDevicePortAddress=

18:18:25 ctisvr   SESSION 1: MsgType:AGENT_DESK_SETTINGS_CONF (InvokeID:0xcd8 PeripheralID:5000 DeskSettingsMask:512 

18:18:25 ctisvr   SESSION 1:         WarpupDataIncomingMode:1 WarpupDataOutgoingMode:1 LogoutNonActivityTime:20 

18:18:25 ctisvr   SESSION 1:         QualityRecordingRate:0xffffffff RingNoAnswerTime:10 SilentMonitorWarningMessage:0 

18:18:25 ctisvr   SESSION 1:         SilentMonitorAudibleIndication:0 SupervisorAssistCallMethod:0 EmergencyCallMethod:0 

18:18:25 ctisvr   SESSION 1:         AutoRecordOnEmergency:0 RecordingMode:0 WorkModeTimer:7200 RingNoAnswerDNId:0 

18:18:25 ctisvr   SESSION 1:         DefaultDevicePortAddress:"" )

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 19 (CTI_GET_AGENT_STATS_RESP) ...

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   SESSION 1: MsgType:AGENT_GREETING_CONTROL_REQ (InvokeID:0xcda PeripheralID:5000 

18:18:25 ctisvr   SESSION 1:         AgentAction:AGENT_ACTION_ENABLE_GREETING AgentID:"1001" )

18:18:25 ctisvr   Trace: ProcessAgentGreetingControlRequest - sessionID 1

18:18:25 ctisvr   Trace: CSTAAgentGreetingControlReq:  InvokeID=0x2b000cc1 PeripheralID=5000 AGID=1001 Action=2

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:25 ctisvr   Trace:

18:18:25 ctisvr   Trace: CSTAAgentGreetingControlConf:  InvokeID=0x2b000cc1 PeripheralID=5000

18:18:25 ctisvr   SESSION 1: MsgType:AGENT_GREETING_CONTROL_CONF (InvokeID:0xcda )

18:18:25 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 19 (CTI_GET_AGENT_STATS_RESP) ...

18:18:27 ctisvr   Trace:

18:18:27 ctisvr   SESSION 1: MsgType:SET_AGENT_STATE_REQ (InvokeID:0xcdc PeripheralID:5000 AgentState:AVAILABLE 

18:18:27 ctisvr   SESSION 1:         AgentWorkMode:AWM_UNSPECIFIED NumSkillGroups:0 EventReasonCode:0 ForcedFlag:0 

18:18:27 ctisvr   SESSION 1:         AgentServiceReq:0 AgentInstrument:"1001" AgentID:"1001" )

18:18:27 ctisvr   Trace: ProcessSetAgentStateRequest - sessionID 1

18:18:27 ctisvr   Trace: CSTASetAgentState:  InvokeID=0x2b000cc3 Dev=1001 AgentMode=READY AGID=1001 SG=-1(0xffffffff))

18:18:27 ctisvr   Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

18:18:27 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:27 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:27 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:27 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:27 ctisvr   Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

18:18:27 ctisvr   Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5004

18:18:27 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:27 ctisvr   SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC 

18:18:27 ctisvr   SESSION 1:         Simplified SkillGroupState:AVAILABLE StateDuration:0 SkillGroupNumber:18091 

18:18:27 ctisvr   SESSION 1:         SkillGroupID:5000 SkillGroupPriority:0 AgentState:AVAILABLE EventReasonCode:0 MRDID:1 

18:18:27 ctisvr   SESSION 1:         NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:1 

18:18:27 ctisvr   SESSION 1:         NumFltSkillGroups:0 ClientSignature:"CTIOSServer" AgentID:"1001" AgentExtension:"1001" 

18:18:27 ctisvr   SESSION 1:         AgentInstrument:"1001" )

18:18:27 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:27 ctisvr   Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

18:18:27 ctisvr   Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5004

18:18:27 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:27 ctisvr   Trace:

18:18:27 ctisvr   Trace: CSTASetAgentStateConfEvent:  InvokeID=0x2b000cc3

18:18:27 ctisvr   SESSION 1: MsgType:SET_AGENT_STATE_CONF (InvokeID:0xcdc )

18:18:27 ctisvr   Trace:

18:18:27 ctisvr   SESSION 1: MsgType:SNAPSHOT_DEVICE_REQ (InvokeID:0xcdd PeripheralID:5000 

18:18:27 ctisvr   SESSION 1:         SnapshotDeviceType:DEVID_DEVICE_IDENTIFIER AgentInstrument:"1001" )

18:18:27 ctisvr   Trace: ProcessSnapshotDeviceRequest - sessionID 1

18:18:27 ctisvr   Trace: CSTASnapshotDevice:  InvokeID=0x2b000cc4 SnapshotObject=1001

18:18:27 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:18:27 ctisvr   Trace:

18:18:27 ctisvr   Trace: CSTASnapshotDeviceConfEvent:  InvokeID=0x2b000cc4 Count=0

18:18:27 ctisvr   Trace: VerifySnapshot(Device 1001): 0 of 0 connections verified.

18:18:27 ctisvr   

18:18:27 ctisvr     CSTA DeviceState: PeripheralID=5000 DeviceID=1001 DeviceType=Device Extension=

18:18:27 ctisvr   

18:18:27 ctisvr   SESSION 1: MsgType:SNAPSHOT_DEVICE_CONF (InvokeID:0xcdd NumCalls:0 )

18:18:28 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 35 (CTI_DEVICE_TARGET_PRE_CALL_IND) ...

18:18:28 ctisvr   Trace:

18:18:28 ctisvr   Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument=1001 RouterCallKey=150811 46598116 NetworkTargetID=0

18:18:28 ctisvr   Trace: SvSkTargID=5002(1) SkGroupSkTarID=5003(1)

18:18:28 ctisvr   Trace: AgSkTargID=5004 ANI=2001 CED=

18:18:28 ctisvr   Trace: Var1= Var2= Var3= Var4= Var5=

18:18:28 ctisvr   Trace: Var6= Var7= Var8= Var9= Var10=

18:18:28 ctisvr   Trace: CallTypeID=5000 PreCallInvokeID=24

18:18:28 ctisvr   Trace: TailorMessageForClient - reEncode message for version 15

18:18:28 ctisvr   SESSION 1: MsgType:AGENT_PRE_CALL_EVENT (MonitorID:0 NumNamedVariables:0 NumNamedArrays:0 ServiceNumber:1 

18:18:28 ctisvr   SESSION 1:         ServiceID:5002 SkillGroupNumber:1 SkillGroupID:5003 SkillGroupPriority:0 MRDID:1 

18:18:28 ctisvr   SESSION 1:         AgentInstrument:"1001" RouterCallKeyDay:150811 RouterCallKeyCallID:46598116 

18:18:28 ctisvr   SESSION 1:         RouterCallKeySequenceNum:2 ANI:"2001" DialedNumber:"8000" FltCallTypeID:5000 

18:18:28 ctisvr   SESSION 1:         PreCallInvokeID:24 )

18:18:28 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:28 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:28 ctisvr   Trace: AGENT_EVENT: ID=1001 SkgState=BUSY_OTHER Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer MRDID=1 SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 Direction=0

18:18:28 ctisvr   SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC 

18:18:28 ctisvr   SESSION 1:         Simplified SkillGroupState:BUSY_OTHER StateDuration:0 SkillGroupNumber:18091 

18:18:28 ctisvr   SESSION 1:         SkillGroupID:5000 SkillGroupPriority:0 AgentState:RESERVED EventReasonCode:0 MRDID:1 

18:18:28 ctisvr   SESSION 1:         NumTasks:1 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:0 

18:18:28 ctisvr   SESSION 1:         NumFltSkillGroups:0 ClientSignature:"CTIOSServer" AgentID:"1001" AgentExtension:"1001" 

18:18:28 ctisvr   SESSION 1:         AgentInstrument:"1001" )

18:18:28 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:28 ctisvr   Trace:  SkgState=RESERVED SkgDuration=0 OverallState=RESERVED OverallDuration=0 Reason=0

18:18:28 ctisvr   Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5004

18:18:28 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:29 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:29 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:40 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:40 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:50 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:50 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:18:55 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 36 (CTI_DEVICE_TARGET_ABORT_IND) ...

18:18:55 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:55 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 14 (CTI_AGENT_EVENT) ...

18:18:55 ctisvr   Trace:

18:18:55 ctisvr   Trace: DEVICE_TARGET_ABORT_IND - Instrument= RouterCallKey=150811 46598116 NetworkTargetID=-1

18:18:55 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:55 ctisvr   Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

18:18:55 ctisvr   Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5004

18:18:55 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0x46ab SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:18:55 ctisvr   SESSION 1: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0 PeripheralType:IPCC 

18:18:55 ctisvr   SESSION 1:         Simplified SkillGroupState:AVAILABLE StateDuration:0 SkillGroupNumber:18091 

18:18:55 ctisvr   SESSION 1:         SkillGroupID:5000 SkillGroupPriority:0 AgentState:AVAILABLE EventReasonCode:0 MRDID:1 

18:18:55 ctisvr   SESSION 1:         NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5004 AgentAvailabilityStatus:1 

18:18:55 ctisvr   SESSION 1:         NumFltSkillGroups:0 ClientSignature:"CTIOSServer" AgentID:"1001" AgentExtension:"1001" 

18:18:55 ctisvr   SESSION 1:         AgentInstrument:"1001" )

18:18:55 ctisvr   Trace: AGENT_EVENT: ID=1001 Periph=5000 Ext=1001 Inst=1001 Sig=CTIOSServer

18:18:55 ctisvr   Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

18:18:55 ctisvr   Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5004

18:18:55 ctisvr   Trace:  SkTgtID=5004 SkGrpNo=0x1 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

18:19:01 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:19:01 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:19:11 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:19:11 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...

18:19:12 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...

18:19:12 ctisvr   Trace: MDSIO::ProcessOPCMessage: received msgtype 23 (CTI_CALL_TERMINATED_EVENT) ...

18:19:12 ctisvr   Trace:

18:19:12 ctisvr   Trace: CSTA_CALL_CLEARED - callID=56.(s)  localConnectionInfo(-1)=CS_NONE cause=1006

18:19:12 ctisvr   Trace: ProcessCallClearedEvent -  peripheralID 5000 CallID 56

18:19:12 ctisvr   Trace:

18:19:12 ctisvr   Trace: CALL TERMINATED: CallID=450056.(s) Periph=5000

18:19:12 ctisvr   Trace: *** ProcessCallTerminated - CallID 450056.(s) on periph 5000 not found ***

New Member

Re:After "Queue to Skill Group" call not delivered to agent

can you try device target instead of agent targeting rule?


Sent from Cisco Technical Support Android App

After "Queue to Skill Group" call not delivered to agent

Hi,

I have tried that already. Same result.

Thanks,

New Member

Re:After "Queue to Skill Group" call not delivered to agent

usually with me when agent is "reserved" but call is not transferred it ends up being some partiion/csp between the cti ports and the phones... can you try sending the call directly to an extension using label? set the label to send the call to the extension and see if it will work

Sent from Cisco Technical Support Android App

After "Queue to Skill Group" call not delivered to agent

That was my first thought as well.

But this is a lab system -> and I have no Partitions and no CSS configured at all.

Every extension on CUCM is on NULL partition, which means everybody can access everything.

After "Queue to Skill Group" call not delivered to agent

Okay, I did not get any closer.

Did you check the usual suspects. Like the Translation Routing. Pguser controlling agent device. Service Control enabled in IP IVR.

G.

New Member

After "Queue to Skill Group" call not delivered to agent

Please do the following:

Make you call and notice if agent status goes "Reserved" on CTI Agent Desktop. Now, go to Router Log Viewer on the ICM and post what do you see.

You would see under "Label" the agent extension that has been targeted. You should have the same number under "Device Target".

Cesar

New Member

After "Queue to Skill Group" call not delivered to agent

Hi guys,

I got the same behavior under version 8.5 but the router try sending the call to the agentID instead of the Label(instrument) associated to the agent desktop.

Here is Router Log windows, and ctisrv log.

Hoping it's will help you to fix this issue.

Regards

Normand

Events from December 5, 2013:

09:50:00:194 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=14:50:00 UTC NewHalfHour=FALSE

09:51:56:444 cg1A-ctisvr Updated 1 ConfigKeys.

09:52:24:765 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 2

09:52:24:765 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1

09:52:25:918 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 2

09:52:25:918 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0

09:52:42:145 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 2

09:52:42:145 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1

09:52:42:149 cg1A-ctisvr Trace: ProcessQueryAgentStateRequest - sessionID 2

09:52:42:149 cg1A-ctisvr Trace: GET_AGENT_STATE_REQ: InvokeID=0x22003018 Periph=5000 MRDomainID= 1 SkillTarID=0 Ext=82868 AGTID=121212 Inst:82868

09:52:42:150 cg1A-ctisvr Trace:

09:52:42:150 cg1A-ctisvr Trace: AGENT_STATE_RESPONSE: InvokeID=0x22003018 ID=121212 Periph=5000 ClientType=17 Online=Y

09:52:42:150 cg1A-ctisvr Trace:                       Ext= Inst= State=LOGOUT Duration=0 Sig=

09:52:42:150 cg1A-ctisvr Trace:                       SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumGroups=2 NumLines=0 CurLine=-1

09:52:42:150 cg1A-ctisvr Trace:                       MRDID=1 NumTasks=0 MaxTaskLimit=0 AgentMode=0 AgentAvailabilityStatus=0

09:52:42:150 cg1A-ctisvr Trace: SkGroup[0]: Number=19155 ID=5000 Pri=0 State=LOGOUT

09:52:42:150 cg1A-ctisvr Trace: SkGroup[1]: Number=3000 ID=5003 Pri=0 State=LOGOUT

09:52:42:156 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

09:52:42:156 cg1A-ctisvr Trace: *** AddToAssociateAgentList();           ADDED: SessionID=2 AgentID=121212 PeripheralID=5000

09:52:42:156 cg1A-ctisvr Trace: CSTASetAgentState:  InvokeID=0x22003019 Dev=82868 AgentMode=LOG_IN AGID=121212 SG=-1(0xffffffff))

09:52:42:156 cg1A-ctisvr Trace: PrivateData: EventReasonCode=50004 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

09:52:42:160 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=

09:52:42:160 cg1A-ctisvr Trace:  SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:160 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:160 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

09:52:42:160 cg1A-ctisvr Trace: SetAgentDevice: Agent(121212) -> Device(82868).

09:52:42:160 cg1A-ctisvr Trace: SetAgentDevice: CSTADevice(82868) -> Agent(121212).

09:52:42:160 cg1A-ctisvr Trace: SET_CLIENT_STATUS_REQ: InvokeID=0x2200301a Periph=5000 Status=0x1 AgentID=121212 Signature:CTIOSServer

09:52:42:160 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=

09:52:42:160 cg1A-ctisvr Trace:  SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:160 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:160 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

09:52:42:160 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=

09:52:42:160 cg1A-ctisvr Trace:  SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:160 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:160 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

09:52:42:160 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=

09:52:42:160 cg1A-ctisvr Trace:  SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:160 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:160 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x0 Direction=0

09:52:42:160 cg1A-ctisvr Trace:

09:52:42:160 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent:  InvokeID=0x22003019

09:52:42:161 cg1A-ctisvr Trace: ProcessQueryAgentStateRequest - sessionID 2

09:52:42:161 cg1A-ctisvr Trace: GET_AGENT_STATE_REQ: InvokeID=0x2200301b Periph=5000 MRDomainID= 1 SkillTarID=0 Ext=82868 AGTID=121212 Inst:82868

09:52:42:162 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:52:42:162 cg1A-ctisvr Trace:  SkgState=UNKNOWN SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=0

09:52:42:162 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:52:42:162 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:52:42:162 cg1A-ctisvr Trace:

09:52:42:162 cg1A-ctisvr Trace: SET_CLIENT_STATUS_RESP: InvokeID=0x2200301a ResultCode=0(OK)

09:52:42:162 cg1A-ctisvr Trace:

09:52:42:162 cg1A-ctisvr Trace: AGENT_STATE_RESPONSE: InvokeID=0x2200301b ID=121212 Periph=5000 ClientType=17 Online=Y

09:52:42:162 cg1A-ctisvr Trace:                       Ext=82868 Inst=82868 State=NOT_READY Duration=0 Sig=CTIOSServer

09:52:42:162 cg1A-ctisvr Trace:                       SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumGroups=2 NumLines=0 CurLine=0

09:52:42:162 cg1A-ctisvr Trace:                       MRDID=1 NumTasks=0 MaxTaskLimit=1 AgentMode=1 AgentAvailabilityStatus=0

09:52:42:162 cg1A-ctisvr Trace: SkGroup[0]: Number=19155 ID=5000 Pri=0 State=NOT_READY

09:52:42:162 cg1A-ctisvr Trace: SkGroup[1]: Number=3000 ID=5003 Pri=0 State=NOT_READY

09:52:42:162 cg1A-ctisvr Trace: ProcessAgentDeskSettingsRequest - sessionID 2

09:52:42:162 cg1A-ctisvr Trace:

09:52:42:162 cg1A-ctisvr Trace: AGENT_DESK_SETTINGS_RESP: InvokeID=0x3025 ResultCode=0 (OK) for peripheral=5000, agent=121212

09:52:42:162 cg1A-ctisvr Trace:  DeskSettingsMask=0x218 WrapupDataIncomingMode=0x3

09:52:42:162 cg1A-ctisvr Trace:  WrapupDataOutgoingMode=0, LogoutNonActivityTime=1800, QualityRecordingRate=-1

09:52:42:162 cg1A-ctisvr Trace:  RingNoAnswerTime=20, SilentMonitorWarningMessage=0, SilentMonitorAudibleIndication=0

09:52:42:162 cg1A-ctisvr Trace:  SupervisorAssistCallMethod=0, EmergencyCallMethod=0

09:52:42:162 cg1A-ctisvr Trace:  AutoRecordOnEmergency=0, RecordingMode=0, WorkModeTimer=10

09:52:42:162 cg1A-ctisvr Trace:  RingNoAnswerDialedNumberID=5000, DefaultDevicePortAddress=

09:52:42:171 cg1A-ctisvr Trace: ProcessAgentGreetingControlRequest - sessionID 2

09:52:42:171 cg1A-ctisvr Trace: CSTAAgentGreetingControlReq:  InvokeID=0x2200301d PeripheralID=5000 AGID=121212 Action=2

09:52:42:172 cg1A-ctisvr Trace:

09:52:42:172 cg1A-ctisvr Trace: CSTAAgentGreetingControlConf:  InvokeID=0x2200301d PeripheralID=5000

09:52:44:517 cg1A-ctisvr Trace: ProcessSnapshotDeviceRequest - sessionID 2

09:52:44:517 cg1A-ctisvr Trace: CSTASnapshotDevice:  InvokeID=0x2200301f SnapshotObject=82868

09:52:44:517 cg1A-ctisvr Trace:

09:52:44:517 cg1A-ctisvr Trace: CSTASnapshotDeviceConfEvent:  InvokeID=0x2200301f Count=0

09:52:44:517 cg1A-ctisvr Trace: VerifySnapshot(Device 82868): 0 of 0 connections verified.

09:52:44:517 cg1A-ctisvr 

09:52:44:517 cg1A-ctisvr   CSTA DeviceState: PeripheralID=5000 DeviceID=82868 DeviceType=Device Extension=

09:52:44:517 cg1A-ctisvr 

09:52:46:960 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

09:52:46:960 cg1A-ctisvr Trace: CSTASetAgentState:  InvokeID=0x22003022 Dev=82868 AgentMode=READY AGID=121212 SG=-1(0xffffffff))

09:52:46:960 cg1A-ctisvr Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

09:52:46:961 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:52:46:961 cg1A-ctisvr Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

09:52:46:961 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

09:52:46:961 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:52:46:961 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:52:46:961 cg1A-ctisvr Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

09:52:46:961 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

09:52:46:961 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:52:46:961 cg1A-ctisvr Trace:

09:52:46:961 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent:  InvokeID=0x22003022

09:53:28:545 cg1A-ctisvr Trace:

09:53:28:545 cg1A-ctisvr Trace: CALL_CREATED: CallID=16781584.69616(d) Dest= Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)

09:53:28:545 cg1A-ctisvr Trace:               CampaignID=-1 QueryRuleID=-1

09:53:28:545 cg1A-ctisvr Trace:               TrunkGroup=-1 DNIS:81707 ANI:69616 CED: Dialed=

09:53:28:545 cg1A-ctisvr Trace:               UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=

09:53:28:545 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

09:53:28:545 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

09:53:28:546 cg1A-ctisvr Trace:

09:53:28:546 cg1A-ctisvr Trace: CALL_DATA_UPDATE: CID=16781584.69616(d) Dest= Active=Y Periph=5000 ECCsize=0

09:53:28:546 cg1A-ctisvr Trace:  CallType=1(ACD_IN) CPDisposition=0(INVALID) TrunkGroup=-1 

09:53:28:546 cg1A-ctisvr Trace:  RouterCallKey=150818 201 CampaignID=-1 QueryRuleID=-1

09:53:28:546 cg1A-ctisvr Trace:  DNIS:81707 ANI:69616 CED: Dialed=

09:53:28:546 cg1A-ctisvr Trace:  UserToUser= Wrapup=

09:53:28:546 cg1A-ctisvr Trace:  CustPhone#= CustAccount#=

09:53:28:546 cg1A-ctisvr Trace:  PV1= PV2= PV3= PV4= PV5=

09:53:28:546 cg1A-ctisvr Trace:  PV6= PV7= PV8= PV9= PV10=

09:53:28:546 cg1A-ctisvr Trace:  SrcAgentExt=(CS_NULL) DestAgentExt=(CS_NONE)

09:53:28:554 cg1A-ctisvr Trace:

09:53:28:554 cg1A-ctisvr Trace: CSTA_CALL_CLEARED - callID=16781584.(s)  localConnectionInfo(-1)=CS_NONE cause=1015

09:53:28:554 cg1A-ctisvr Trace: ProcessCallClearedEvent -  peripheralID 5000 CallID 16781584

09:53:28:554 cg1A-ctisvr Trace:

09:53:28:554 cg1A-ctisvr Trace: CALL TERMINATED: CallID=16781584.69616(d) Periph=5000

09:53:38:573 cg1A-ctisvr Trace:

09:53:38:573 cg1A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument=82868 RouterCallKey=150818 201 NetworkTargetID=5001

09:53:38:573 cg1A-ctisvr Trace: SvSkTargID=5004(3000) SkGroupSkTarID=5003(3000)

09:53:38:573 cg1A-ctisvr Trace: AgSkTargID=5002 ANI=69616 CED=

09:53:38:573 cg1A-ctisvr Trace: Var1= Var2= Var3= Var4= Var5=3

09:53:38:573 cg1A-ctisvr Trace: Var6= Var7= Var8= Var9= Var10=

09:53:38:573 cg1A-ctisvr Trace: CallTypeID=5001 PreCallInvokeID=29

09:53:38:574 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 SkgState=BUSY_OTHER Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer MRDID=1 SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 Direction=0

09:53:38:574 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:53:38:574 cg1A-ctisvr Trace:  SkgState=RESERVED SkgDuration=0 OverallState=RESERVED OverallDuration=0 Reason=0

09:53:38:574 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:53:38:574 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:54:08:597 cg1A-ctisvr Trace:

09:54:08:597 cg1A-ctisvr Trace: DEVICE_TARGET_ABORT_IND - Instrument=82868 RouterCallKey=150818 201 NetworkTargetID=5001

09:54:08:597 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:54:08:597 cg1A-ctisvr Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

09:54:08:597 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

09:54:08:597 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:54:08:597 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:54:08:597 cg1A-ctisvr Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

09:54:08:597 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

09:54:08:597 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:55:00:188 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=14:55:00 UTC NewHalfHour=FALSE

09:55:28:312 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

09:55:28:312 cg1A-ctisvr Trace: CSTASetAgentState:  InvokeID=0x22003041 Dev=82868 AgentMode=NOT_READY AGID=121212 SG=-1(0xffffffff))

09:55:28:312 cg1A-ctisvr Trace: PrivateData: EventReasonCode=2 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

09:55:28:313 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:55:28:313 cg1A-ctisvr Trace:  SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=2

09:55:28:313 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:55:28:313 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:55:28:313 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

09:55:28:313 cg1A-ctisvr Trace:  SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=2

09:55:28:313 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

09:55:28:313 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

09:55:28:313 cg1A-ctisvr Trace:

09:55:28:313 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent:  InvokeID=0x22003041

09:55:40:164 cg1A-ctisvr Trace:

09:55:40:164 cg1A-ctisvr Trace: CALL_CREATED: CallID=16781585.69616(d) Dest= Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)

09:55:40:164 cg1A-ctisvr Trace:               CampaignID=-1 QueryRuleID=-1

09:55:40:164 cg1A-ctisvr Trace:               TrunkGroup=-1 DNIS:81707 ANI:69616 CED: Dialed=

09:55:40:164 cg1A-ctisvr Trace:               UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=

09:55:40:164 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

09:55:40:164 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

09:55:40:165 cg1A-ctisvr Trace:

09:55:40:165 cg1A-ctisvr Trace: CALL_DATA_UPDATE: CID=16781585.69616(d) Dest= Active=Y Periph=5000 ECCsize=0

09:55:40:165 cg1A-ctisvr Trace:  CallType=1(ACD_IN) CPDisposition=0(INVALID) TrunkGroup=-1 

09:55:40:165 cg1A-ctisvr Trace:  RouterCallKey=150818 202 CampaignID=-1 QueryRuleID=-1

09:55:40:165 cg1A-ctisvr Trace:  DNIS:81707 ANI:69616 CED: Dialed=

09:55:40:165 cg1A-ctisvr Trace:  UserToUser= Wrapup=

09:55:40:165 cg1A-ctisvr Trace:  CustPhone#= CustAccount#=

09:55:40:165 cg1A-ctisvr Trace:  PV1= PV2= PV3= PV4= PV5=

09:55:40:165 cg1A-ctisvr Trace:  PV6= PV7= PV8= PV9= PV10=

09:55:40:165 cg1A-ctisvr Trace:  SrcAgentExt=(CS_NULL) DestAgentExt=(CS_NONE)

09:55:40:171 cg1A-ctisvr Trace:

09:55:40:171 cg1A-ctisvr Trace: CSTA_CALL_CLEARED - callID=16781585.(s)  localConnectionInfo(-1)=CS_NONE cause=1015

09:55:40:171 cg1A-ctisvr Trace: ProcessCallClearedEvent -  peripheralID 5000 CallID 16781585

09:55:40:171 cg1A-ctisvr Trace:

09:55:40:171 cg1A-ctisvr Trace: CALL TERMINATED: CallID=16781585.69616(d) Periph=5000

09:56:30:838 cg1A-ctisvr Updated 1 ConfigKeys.

09:57:08:938 cg1A-ctisvr Updated 1 ConfigKeys.

09:58:57:985 cg1A-ctisvr Updated 1 ConfigKeys.

09:59:45:282 cg1A-ctisvr Updated 1 ConfigKeys.

09:59:52:332 cg1A-ctisvr Updated 1 ConfigKeys.

10:00:00:282 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:00:00 UTC NewHalfHour=TRUE

10:00:00:548 cg1A-ctisvr CTIServer ACTIVE, 1 CTI Client connection(s), 0 call(s) in progress, PG Status: NORMAL

10:00:00:548 cg1A-ctisvr    Period connection(s): 0       Period call(s): 2 (0.00 calls/sec)

10:00:00:548 cg1A-ctisvr    Period EnterpriseCTI traffic: 1156 messages (0.64 msgs/sec)

10:00:00:548 cg1A-ctisvr                                  225156 bytes / 1800 seconds (125.09 bytes/sec)

10:00:00:548 cg1A-ctisvr                                  211 heartbeats (0.12 hb/sec)

10:00:00:548 cg1A-ctisvr                                  0.01ms average queue time/msg

10:00:00:548 cg1A-ctisvr                                  0.04ms average CPU time/msg (0.00% busy)

10:00:13:639 cg1A-ctisvr Trace:

10:00:13:639 cg1A-ctisvr Trace: CALL_CREATED: CallID=16781586.69616(d) Dest= Periph=5000 Type=1(ACD_IN) ECCsize=0 Disposition=0(INVALID)

10:00:13:639 cg1A-ctisvr Trace:               CampaignID=-1 QueryRuleID=-1

10:00:13:639 cg1A-ctisvr Trace:               TrunkGroup=-1 DNIS:81707 ANI:69616 CED: Dialed=

10:00:13:639 cg1A-ctisvr Trace:               UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=

10:00:13:639 cg1A-ctisvr Trace: PV1= PV2= PV3= PV4= PV5=

10:00:13:639 cg1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=

10:00:13:639 cg1A-ctisvr Trace:

10:00:13:639 cg1A-ctisvr Trace: CALL_DATA_UPDATE: CID=16781586.69616(d) Dest= Active=Y Periph=5000 ECCsize=0

10:00:13:639 cg1A-ctisvr Trace:  CallType=1(ACD_IN) CPDisposition=0(INVALID) TrunkGroup=-1 

10:00:13:639 cg1A-ctisvr Trace:  RouterCallKey=150818 203 CampaignID=-1 QueryRuleID=-1

10:00:13:639 cg1A-ctisvr Trace:  DNIS:81707 ANI:69616 CED: Dialed=

10:00:13:639 cg1A-ctisvr Trace:  UserToUser= Wrapup=

10:00:13:639 cg1A-ctisvr Trace:  CustPhone#= CustAccount#=

10:00:13:639 cg1A-ctisvr Trace:  PV1= PV2= PV3= PV4= PV5=

10:00:13:639 cg1A-ctisvr Trace:  PV6= PV7= PV8= PV9= PV10=

10:00:13:639 cg1A-ctisvr Trace:  SrcAgentExt=(CS_NULL) DestAgentExt=(CS_NONE)

10:00:13:646 cg1A-ctisvr Trace:

10:00:13:646 cg1A-ctisvr Trace: CSTA_CALL_CLEARED - callID=16781586.(s)  localConnectionInfo(-1)=CS_NONE cause=1015

10:00:13:646 cg1A-ctisvr Trace: ProcessCallClearedEvent -  peripheralID 5000 CallID 16781586

10:00:13:646 cg1A-ctisvr Trace:

10:00:13:646 cg1A-ctisvr Trace: CALL TERMINATED: CallID=16781586.69616(d) Periph=5000

10:00:38:148 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

10:00:38:148 cg1A-ctisvr Trace: CSTASetAgentState:  InvokeID=0x2200307e Dev=82868 AgentMode=READY AGID=121212 SG=-1(0xffffffff))

10:00:38:148 cg1A-ctisvr Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

10:00:38:149 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:00:38:149 cg1A-ctisvr Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

10:00:38:149 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

10:00:38:149 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:00:38:149 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:00:38:149 cg1A-ctisvr Trace:  SkgState=AVAILABLE SkgDuration=0 OverallState=AVAILABLE OverallDuration=0 Reason=0

10:00:38:149 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=1 ICMAgtID=5002

10:00:38:149 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:00:38:149 cg1A-ctisvr Trace:

10:00:38:149 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent:  InvokeID=0x2200307e

10:00:38:199 cg1A-ctisvr Trace:

10:00:38:199 cg1A-ctisvr Trace: DEVICE_TARGET_PRE_CALL_IND - Instrument=82868 RouterCallKey=150818 203 NetworkTargetID=5001

10:00:38:199 cg1A-ctisvr Trace: SvSkTargID=5004(3000) SkGroupSkTarID=5003(3000)

10:00:38:199 cg1A-ctisvr Trace: AgSkTargID=5002 ANI=69616 CED=

10:00:38:199 cg1A-ctisvr Trace: Var1= Var2= Var3=LOGIN Var4= Var5=3

10:00:38:199 cg1A-ctisvr Trace: Var6= Var7= Var8= Var9= Var10=

10:00:38:199 cg1A-ctisvr Trace: CallTypeID=5001 PreCallInvokeID=32

10:00:38:200 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 SkgState=BUSY_OTHER Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer MRDID=1 SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 Direction=0

10:00:38:200 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:00:38:200 cg1A-ctisvr Trace:  SkgState=RESERVED SkgDuration=0 OverallState=RESERVED OverallDuration=0 Reason=0

10:00:38:200 cg1A-ctisvr Trace:  MRDID=1 NumTasks=1 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:00:38:200 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:01:08:189 cg1A-ctisvr Trace:

10:01:08:189 cg1A-ctisvr Trace: DEVICE_TARGET_ABORT_IND - Instrument=82868 RouterCallKey=150818 203 NetworkTargetID=5001

10:01:08:189 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:01:08:189 cg1A-ctisvr Trace:  SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=-15526

10:01:08:189 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:01:08:189 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:01:08:189 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:01:08:189 cg1A-ctisvr Trace:  SkgState=NOT_READY SkgDuration=0 OverallState=NOT_READY OverallDuration=0 Reason=-15526

10:01:08:189 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:01:08:189 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=0 ClientStatus=0x1 Direction=0

10:05:00:176 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:05:00 UTC NewHalfHour=FALSE

10:10:00:169 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:10:00 UTC NewHalfHour=FALSE

10:15:00:162 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:15:00 UTC NewHalfHour=FALSE

10:17:16:853 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2

10:17:16:853 cg1A-ctisvr Trace: *** RemoveFromAssociateAgentList();           REMOVED: SessionID=2 AgentID=121212 PeripheralID=5000

10:17:16:853 cg1A-ctisvr Trace: CSTASetAgentState:  InvokeID=0x2200313d Dev=82868 AgentMode=LOG_OUT AGID=121212 SG=-1(0xffffffff))

10:17:16:853 cg1A-ctisvr Trace: PrivateData: EventReasonCode=1 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=

10:17:16:856 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext=82868 Inst=82868 Sig=CTIOSServer

10:17:16:856 cg1A-ctisvr Trace:  SkgState=LOGOUT SkgDuration=0 OverallState=NOT_READY OverallDuration=969 Reason=1

10:17:16:856 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:856 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0x4ad3 SkGrpID=5000 NumLines=0 CurLine=-1 ClientStatus=0x1 Direction=0

10:17:16:856 cg1A-ctisvr Trace: SET_CLIENT_STATUS_REQ: InvokeID=0x2200313e Periph=5000 Status=0x0 AgentID=121212 Signature:

10:17:16:856 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext= Inst= Sig=CTIOSServer

10:17:16:856 cg1A-ctisvr Trace:  SkgState=LOGOUT SkgDuration=0 OverallState=LOGOUT OverallDuration=0 Reason=1

10:17:16:856 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:856 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xbb8 SkGrpID=5003 NumLines=0 CurLine=-1 ClientStatus=0x1 Direction=0

10:17:16:856 cg1A-ctisvr Trace: CTIUpdateREMask - WARNING: Agent Desk Setting is set to -1.

10:17:16:856 cg1A-ctisvr Trace: ProcessAgentEvent: Agent(121212) cleared from Device(82868).

10:17:16:856 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext= Inst= Sig=CTIOSServer

10:17:16:856 cg1A-ctisvr Trace:  SkgState=LOGOUT SkgDuration=0 OverallState=LOGOUT OverallDuration=0 Reason=1

10:17:16:856 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=0 AgtMode=0 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:856 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=-1 ClientStatus=0x1 Direction=0

10:17:16:856 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext= Inst= Sig=CTIOSServer

10:17:16:856 cg1A-ctisvr Trace:  SkgState=LOGOUT SkgDuration=0 OverallState=LOGOUT OverallDuration=0 Reason=1

10:17:16:856 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=0 AgtMode=0 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:856 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=-1 ClientStatus=0x1 Direction=0

10:17:16:856 cg1A-ctisvr Trace:

10:17:16:856 cg1A-ctisvr Trace: CSTASetAgentStateConfEvent:  InvokeID=0x2200313d

10:17:16:857 cg1A-ctisvr Trace: AGENT_EVENT: ID=121212 Periph=5000 Ext= Inst= Sig=

10:17:16:857 cg1A-ctisvr Trace:  SkgState=UNKNOWN SkgDuration=0 OverallState=LOGOUT OverallDuration=0 Reason=0

10:17:16:857 cg1A-ctisvr Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=0 AgtMode=0 AGTAvailabilityStatus=0 ICMAgtID=5002

10:17:16:857 cg1A-ctisvr Trace:  SkTgtID=5002 SkGrpNo=0xffffffff SkGrpID=-1 NumLines=0 CurLine=-1 ClientStatus=0x0 Direction=0

10:17:16:857 cg1A-ctisvr Trace:

10:17:16:857 cg1A-ctisvr Trace: SET_CLIENT_STATUS_RESP: InvokeID=0x2200313e ResultCode=0(OK)

10:17:17:377 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 2

10:17:17:377 cg1A-ctisvr Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0

10:20:00:156 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:20:00 UTC NewHalfHour=FALSE

10:25:00:148 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:25:00 UTC NewHalfHour=FALSE

10:30:00:290 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:30:00 UTC NewHalfHour=TRUE

10:30:00:606 cg1A-ctisvr CTIServer ACTIVE, 1 CTI Client connection(s), 0 call(s) in progress, PG Status: NORMAL

10:30:00:606 cg1A-ctisvr    Period connection(s): 0       Period call(s): 1 (0.00 calls/sec)

10:30:00:606 cg1A-ctisvr    Period EnterpriseCTI traffic: 1143 messages (0.64 msgs/sec)

10:30:00:606 cg1A-ctisvr                                  223236 bytes / 1800 seconds (124.02 bytes/sec)

10:30:00:606 cg1A-ctisvr                                  216 heartbeats (0.12 hb/sec)

10:30:00:606 cg1A-ctisvr                                  0.00ms average queue time/msg

10:30:00:606 cg1A-ctisvr                                  0.02ms average CPU time/msg (0.00% busy)

10:35:00:183 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:35:00 UTC NewHalfHour=FALSE

10:40:00:175 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:40:00 UTC NewHalfHour=FALSE

10:45:00:166 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:45:00 UTC NewHalfHour=FALSE

10:50:00:158 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:50:00 UTC NewHalfHour=FALSE

10:55:00:149 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=15:55:00 UTC NewHalfHour=FALSE

11:00:00:289 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:00:00 UTC NewHalfHour=TRUE

11:00:00:555 cg1A-ctisvr CTIServer ACTIVE, 1 CTI Client connection(s), 0 call(s) in progress, PG Status: NORMAL

11:00:00:555 cg1A-ctisvr    Period connection(s): 0       Period call(s): 0 (0.00 calls/sec)

11:00:00:555 cg1A-ctisvr    Period EnterpriseCTI traffic: 1129 messages (0.63 msgs/sec)

11:00:00:555 cg1A-ctisvr                                  222554 bytes / 1800 seconds (123.64 bytes/sec)

11:00:00:555 cg1A-ctisvr                                  218 heartbeats (0.12 hb/sec)

11:00:00:555 cg1A-ctisvr                                  0.00ms average queue time/msg

11:00:00:555 cg1A-ctisvr                                  0.04ms average CPU time/msg (0.00% busy)

11:05:00:180 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:05:00 UTC NewHalfHour=FALSE

11:10:00:170 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:10:00 UTC NewHalfHour=FALSE

11:15:00:160 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:15:00 UTC NewHalfHour=FALSE

11:20:00:150 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:20:00 UTC NewHalfHour=FALSE

11:25:00:189 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:25:00 UTC NewHalfHour=FALSE

11:30:00:274 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:30:00 UTC NewHalfHour=TRUE

11:30:00:640 cg1A-ctisvr CTIServer ACTIVE, 1 CTI Client connection(s), 0 call(s) in progress, PG Status: NORMAL

11:30:00:640 cg1A-ctisvr    Period connection(s): 0       Period call(s): 0 (0.00 calls/sec)

11:30:00:640 cg1A-ctisvr    Period EnterpriseCTI traffic: 1119 messages (0.62 msgs/sec)

11:30:00:640 cg1A-ctisvr                                  222434 bytes / 1800 seconds (123.57 bytes/sec)

11:30:00:640 cg1A-ctisvr                                  213 heartbeats (0.12 hb/sec)

11:30:00:640 cg1A-ctisvr                                  0.00ms average queue time/msg

11:30:00:640 cg1A-ctisvr                                  0.03ms average CPU time/msg (0.00% busy)

11:35:00:185 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:35:00 UTC NewHalfHour=FALSE

11:40:00:177 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:40:00 UTC NewHalfHour=FALSE

11:45:00:191 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=16:45:00 UTC NewHalfHour=FALSE

1417
Views
0
Helpful
20
Replies