This document was generated from CDN thread
Created by: Petrus Buiquy on 08-04-2013 11:25:31 AM
Hello David When I log out of the phone I do get System Event with Id = SYS_INSTRUMENT_OUT_OF_SERVICE, but when I log back on to the phone I never get System Event with Id = SYS_INSTRUMENT_BACK_IN_SERVICE. In what situtation can we expect to receive this SYS_INSTRUMENT_BACK_IN_SERVICE? Thanks!
Subject: RE: New Message from Petrus Buiquy in CTI Server Protocol (GED-188) - CTI S
Replied by: David Lender on 08-04-2013 12:52:30 PM
When you say you log out of the phone do you mean with Extension Mobility? Logging an agent out using CTI Server to set Agent State to LOGOUT should not result in a System Event with Id = SYS_INSTRUMENT_OUT_OF_SERVICE. I believe logging out of the hardphone using Extension Mobility will. The other time you will get SYS_INSTRUMENT_BACK_IN_SERVICE is after the hardphone phone has been reset.
Subject: RE: New Message from Petrus Buiquy in CTI Server Protocol (GED-188) - CTI S
Replied by: David Lender on 08-04-2013 12:11:13 PM
Is this for UCCE or a TDM ACD? I suggest you open a Service Request and attach a full set of logs (JGW or PIM, OPC, CTI Server) so that I can escalate it as I do not know why you are not receiving the SYS_INSTRUMENT_BACK_IN_SERVICE SystemEventID.
Subject: RE: New Message from Petrus Buiquy in CTI Server Protocol (GED-188) - CTI S
Replied by: Petrus Buiquy on 08-04-2013 01:27:59 PM
Yes I log in and out of the hard phone and observe what we see in the log. I did not use CTI at all. We just want to see what kind of events would be generated if agent logs in/out of the hard phone.
Subject: RE: New Message from Petrus Buiquy in CTI Server Protocol (GED-188) - CTI S
Replied by: David Lender on 08-04-2013 02:04:25 PM
I do not know how you log an agent into the hardphone unless you have the IPPhoneControlService from Custom Engineering. UCCE does not support logging in an agent from a hardphone. If it is a TDM ACD then the SYSTEM events are not generated. If its extension mobility and you are just logging into an extension, I do not know what events you can expect when the phone is logged in or out via Extension mobility I will have to escalate that question.
