Hello, when I connect with a particular agent I have the following message:
ErrorMessge : Error in SetAgentState: AgentID mismatch.
I did not find support in the literature, what that could mean?
06/13/13 11:56:33.276 3328 iexplore Thd(3024) CCtiOsSession::OnEvent( eCTIOSFailureEvent ), EnablementMask = ffffffff
06/13/13 11:56:33.276 3328 iexplore Thd(3024) CCtiOsSession::OnEvent, (FailCode:8 AGID:62121 UniqObjID:agent.5000.62121 MsgID:eCTIOSFailureEvent ErrMsg:Error in SetAgentState: AgentID mismatch. CILConnID:2919 ReqID:38 FiltTgt:agent.5000.62121)
06/13/13 11:56:33.276 3328 iexplore Thd(3024) CCtiOsSession::OnCtiOsFailure, FailureCode(8).
06/13/13 11:56:33.276 3328 iexplore Thd(3024) ErrorMessge : Error in SetAgentState: AgentID mismatch.
Thank you in advance.
Did u try deleting that particular agent and re-creating it? If not follow below steps,
- Delete the Agent from Agent Explorer
- Go Miscellaneous tools and delete the person first and then delete the Agent
- Now create that Agent again and see if that works.
Hope this helps.
Apologies, I forgot some important details:
it's a CTIOS client in VB.Net with Cisco Client ActiveX.
We have the problem with a particular agent who has to use our CTI bar in a particular way.
The first connection is made correctly with Agent A (automatically in VB.NET)
Then the user clicks on the "Log out" button (ActiveX)
Then the user clicks on the "Log in" button (ActiveX)
and try to connect with Agent B
-> The message (popup) appears during this second connection
The mentioned log is the Cisco "CtiOsClientLog.[windowsLogin].[XXX].log" located in "My Documents"
Important Note: The connection works well with "Cisco Agent Desktop"
->Recreating the agent should not be necessary?
it looks like the first agent session is not ended correctly. You send a second (login) request refrencing Agent B, while the session is tied to Agent A - this is why the ID is incorrect from the CTI OS's point of view.
I hate to say this but you might need to revise your code.
Thank you for your reply.
No problem to review my code.
However there is one thing I do not understand:
Logout and login are made by the ActiveX components , so there is no code in these step.
Should I change the way I connect in the first login?
I'm a Java guy so I don't really know how it works in the ActiveX world.
Actually, can you dump the logs on the CTI OS server side to see whether the agent is logged out correctly?
In the IPCC Supervisor Desktop we can see that Agent A is logged out (After clicking on logout button).
I can try to retrieve server log to see exactly what happens (sorry it will take several days).
-> Can you please tell me where to find these log on the server?
Hi, you need to turn up tracing in the registry, then use the dumplog command. Do you have anyone around who already done this? I mean, it's a bit complicated, as server logs are not plaintext files and before that, you need to set a couple of keys in the registry. I can help you with that, but you need to be very, very careful. Can you tell me the instance name of the ICM? Should be a short word.