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Finesse returns INVALID_ACTION ANSWER

vbashin
Level 1
Level 1

Hello -

We are debugging the multi-agent virtual console application that makes the Finesse agents logged in, ready, and answering the incoming calls so we tried to run it against the Cisco DevNet UCCX 11.5/11.6 labs.

The call gets placed to the agent002 via the IVR by dialing the x6000 and then ‘1’

The agent002 correctly goes through the User and Dialog states  but gets the error 4047 INVALID_ACTION ANSWER  notification after our application sends the ANSWER REST API command to Finesse

Here are the log snippets showing the state transitions :

              2017-12-04T:19:22:42:145 | Info     ........Agent: Agent002  State: NOT_READY stateChangeTime: 2017-12-05T00:22:47.387Z reasonCodeId: 34 reasonLabel: Agent Logon

                2017-12-04T:19:22:49:695 | Info     ........Agent: Agent002  State: READY stateChangeTime: 2017-12-05T00:22:54.991Z reasonCodeId: reasonLabel:

                2017-12-04T:19:22:49:768 | Info     ........Agent: Agent002  State: RESERVED stateChangeTime: 2017-12-05T00:22:54.998Z reasonCodeId: reasonLabel:

                2017-12-04T:19:22:50:668 | Info     ........Agent: Agent002  State: ALERTING  Dialog: 16855363   DNIS:6002 fromAddress:6001 event: POST

                2017-12-04T:19:22:50:958 | Info     ........Agent: Agent002  State: ALERTING  Dialog: 16855363   DNIS:6002 fromAddress:6001 event: PUT

2017-12-04T:19:22:50:959 | Info      Publish to Core:{"cmd":"ANSWER","data":"{\"userid\":\"Agent002\",\"password\":\"ciscopsdt\",\"extension\":\"6002\",\"dialogid\":\"16855363\"}"}

                2017-12-04T:19:22:50:971 | Info     ........Agent: Agent002  State: ACTIVE Dialog: 16855363   DNIS:6002  fromAddress:6001 event: PUT

                2017-12-04T:19:22:50:976 | Info     ........Agent: Agent002  State: TALKING stateChangeTime: 2017-12-05T00:22:56.270Z reasonCodeId: reasonLabel:

                2017-12-04T:19:22:51:037 | Info     ........Agent: Agent002  State: ACTIVE Dialog: 16855363   DNIS:6002  fromAddress:6001 event: PUT

               2017-12-04T:19:22:51:142 | Info     RECV XML:<…items node="/finesse/api/User/Agent002/Dialogs">  <errorData>4047</errorData><errorMessage>INVALID_ACTION ANSWER on extension 6002</errorMessage><errorType>Generic Error</errorTyp>

                2017-12-04T:19:23:21:158 | Info     ........Agent: Agent002  State: DROPPED  Dialog: 16855363   DNIS:6002 fromAddress:6001 event: DELETE

                2017-12-04T:19:23:21:236 | Info     ........Agent: Agent002  State: READY stateChangeTime: 2017-12-05T00:23:26.459Z reasonCodeId: reasonLabel

I wonder what might have caused this INVALID_ACTION ANSWER error (while the call actually gets successfully connected) and what needs to be done in order to avoid it

Thanks,

VB

1 Accepted Solution

Accepted Solutions

Thanks Denise -

I figured out what was the root cause of the error:

Since we were getting two consecutive ALERTING notifications from the Finesse we correspondingly responded with two consecutive ANSWER commands. The second one causes that error response from the Finesse.

Thanks again,

VB

View solution in original post

7 Replies 7

dekwan
Cisco Employee
Cisco Employee

Hi,

I can't tell from the logs you posted. Can you attach the webservices logs from Finesse so that I can see the requests being processed by Finesse? If you attach the whole file, can you give me the timeframe and agentId.

In the dialog events that you get, each participant has a list of allowable actions. You must make sure that ANSWER is part of that list before you make the request or else you will get that error. It is strange that you say that the call actually gets successfully connected though.

Also, is this always reproducible or intermittent?

Thanx,

Denise

Thanks Denise -

Could you please advise me on how I can collect the webservices logs from Finesse ?

Yes, it is always reproducible.

We are using the Cisco DevNet cloud-based  UCCX 11.5 and 11.6 platforms.

With our application we put the Agent002 to the logged in and ready state by sending the REST API commands.

Another agent001 which is logged in and in the NOT READY state is placing a call to the IVR (by dialing 6000 +1).

The IVR is supposed to route this call to the Queue1 associated with the Agent002.

Our application gets the Alerting dialog notification from the Finesse via XMPP and sends the ANSWER REST API command to the Finesse. (parameters of the ANSWER: agentID, password, extension, dialogID)

The call gets answered - we see the Agent002 transiting to the ACTIVE and TALKING states.

Also we get that INVALID_ACTION ANSWER notification

Hi,

Here is a link for the log collection: https://developer.cisco.com/site/finesse/docs/#log-collection

Desktop logs: file get activelog desktop recurs compress

This will get all of the logs, you just need the webservices logs for the duration of your scenario.

Without looking at the logs, my assumption is that the ANSWER request is being made too quickly. The logs will confirm if that is the case.

Thanx,

Denise

Denise, sorry for being so stupid - I'm not intimately familiar with this Finesse domain ...

From where I can execute that CLI command file get activelog desktop recurs compress  ?

I don't see anything related to CLI in the Cisco Finesse Administration at the https://hq-uccx.abc.inc:8445....

Hi,

You execute these CLIs by ssh'ing to the UCCX server with the administrator credentials. Please see the UCCX  doc here: Command Line Interface Reference Guide for Cisco Unified Contact Center Express - Command Line Interface Reference Guide…

Thanx,

Denise

Thanks Denise -

I figured out what was the root cause of the error:

Since we were getting two consecutive ALERTING notifications from the Finesse we correspondingly responded with two consecutive ANSWER commands. The second one causes that error response from the Finesse.

Thanks again,

VB

Hi,

I'm glad you were able to figure out your issue!

Thanx,

Denise

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