12-06-2017 03:26 PM
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
Solved! Go to Solution.
12-07-2017 11:13 AM
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
12-06-2017 03:59 PM
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
12-06-2017 04:26 PM
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
12-06-2017 04:32 PM
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
12-06-2017 04:52 PM
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....
12-07-2017 10:41 AM
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
12-07-2017 11:13 AM
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
12-07-2017 11:24 AM
Hi,
I'm glad you were able to figure out your issue!
Thanx,
Denise
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