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Siebel 8.0.x and Cisco CTI Integration problem

Hi,

We are Using Cisco CTI, driver version 8.5.1 with Siebel 8.0.0.13 and we are having some issues at driver level once we try to change the agentID in the same Siebel Session. In the example, first I login using the agent 1003, do a logout and next a login with agent 1002.

Looking into the log, I can see some errors during the logout of Agent 1003 asn following:

12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eLogout SG#:4294967295 SGID:4294967295 StateDur:0 SGPri:0 EvtRsnCode:1 SGState:1 SessID:0 MRDID:1 ICMAGID:5006 AGMode:0 MaxTaskLim:0 NumTasks:0 AGExt:2703 AGID:1003 AGInstr:2703 CTIClntSig:CTIOSServer UniqObjID:agent.5000.1003 MsgID:eAgentStateEvent DvrKey:agent.5000.1003 AGAvailStatus:0)

----> 12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(30)

----> 12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsObject(03AD30D8)::ReportError( Code(-109) )

----> 12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eAgentStateEvent)

12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnEvent, (UniqObjID:agent.5000.1003 MsgID:eSetAgentStateConf FiltTgt:agent.5000.1003 TgtCILClntID:serv-altdev-3696-3964 BlkAllEvts:0)

----> 12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(39)

----> 12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsObject(03AD30D8)::ReportError( Code(-109) )

----> 12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eSetAgentStateConf)

12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnEvent( eOnConnectionClosed ), EnablementMask = ffffffff

12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnEvent, (MsgID:eOnConnectionClosed)

12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnConnectionClosed()

12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  [DRIVER < -- 1003>]:OnConnectionClosed.

12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  [DRIVER]:Notify Siebel that Agent is disconnected

12/02/13 10:14:01.519  3696  siebmtshmw  Thd(3964)  [DRIVER] NotifySiebelAgentStateChange: ConnectionOpen is FALSE for Voice media channel.

12/02/13 10:14:01.534  3696  siebmtshmw  Thd(3964)  Disconnected from CTIOS_SERVER:172.20.49.59(172.50.49.59)

During the login of agent 1002, I can see that the previous session of agent 1003 is restored at the beggining.

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  [DRIVER <0x3a9da68>] CTIService::CiscoLogIn command is issued, processing ...

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  [DRIVER] Driver:AgentRecoveryMode set to default

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  [DRIVER <0x3aeff70>,<1003>] CMyClientApp::AgentLogin : PeripheralID = 5000 AgentRecoveryMode = 1.

Next the driver receives the info regarding the agent 1002

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  [DRIVER] CILClient::AgentWorkMode : AgentWorkMode = 0 .

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  [DRIVER] CILClient::AgentInstrument : AgentInst = 2703 .

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  [DRIVER] CILClient::AgentExtension : AgentExtension = 2703 .

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  [DRIVER] CILClient::AgentLogin : AgentID = 1002 .

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  [DRIVER <0x3aeff70>, <1002>] CILClient::StartUpLink:: Connecting to CTI OS Server ...

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  CCtiOsSession::Connect: Missing CTIOS_MAXHEARTBEATS keyword. Using default value [3]

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  CCtiOsObject(03AD30D8)::ReportError( Code(-100) )

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  ** Attempting to connect to server [172.20.49.59 (172.20.49.59) port:42028] **

12/02/13 10:14:09.847  3696  siebmtshmw  Thd(6024)  [DRIVER <0x3aeff70>, <1002>] CILClient(CMyClientApp) : Connecting to CTIOS Server --- success!

Looks like at driver level we have 2 active agents at same time and due to this, the login of agent 1002 fails with the following error.

Note that the drivers once uses the agent 1003, once uses the agent 1002.

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)  [DRIVER < -- 1002>]:Process enable Agent/SkillGroup Broadcast Statistics is started.

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)  ObjectId = agent.5000.1003 , Enablement Mask = 1000000

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)  ObjectId = agent.5000.1003 , Enablement Mask Extension = 0

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)  [DRIVER < -- 1002>]:OnButtonEnablementChange.

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnEvent( eCTIOSFailureEvent ), EnablementMask = ffffffff

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnEvent, (FailCode:8 AGID:1003 UniqObjID:agent.5000.1003 MsgID:eCTIOSFailureEvent ErrMsg:Error in SetAgentState: AgentID mismatch. CILConnID:286 ReqID:38 FiltTgt:agent.5000.1003)

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)  CCtiOsSession::OnCtiOsFailure, FailureCode(8).

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)      ErrorMessge : Error in SetAgentState: AgentID mismatch.

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)  [DRIVER < -- 1002>]:OnCtiOsFailure ...

12/02/13 10:14:09.893  3696  siebmtshmw  Thd(3964)  eSysCTIOSServerOffline:Error in SetAgentState: AgentID mismatch.

I could not find any information regarding the errors.

Thanks in advance

Mauricio

1 REPLY
New Member

Siebel 8.0.x and Cisco CTI Integration problem

Can you try login with CTIOS Agent Desktop instead of Siebel CTI when you change agent ID. I think that would be the first to isolate the issue, whether it is from Siebel or Cisco.

Second, do you have logout reason code required on in Cisco.

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