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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 20

villarrealed
Level 1
Level 1

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

Gergely Szabo
VIP Alumni
VIP Alumni

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.

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,

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.

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,

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.

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).

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.

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

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.

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)

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.

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 ***

oabulaban
Level 1
Level 1

can you try device target instead of agent targeting rule?


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