Agent Greeting with UCCX

Rasik Da-kliang · ‎08-22-2016

Hi,

I am trying to implement Agent Greeting Feature using JTAPI with UCCX by using CiscoTerminalConnection.addMediaStream(IVR, AgentExtension); The IVR parameter is UCCX Trigger Directory Number; which trigged IVR Application to play pre-recorded prompt.

The JTAPI Application works fine but I have a problem with IVR Application. The pre-recorded prompt is not played as expected but play the error prompt. The call was aborted with this error at Accept Step:

I have generated RTMT log from UCCX and found this error on MIVR/stderr.log

java.lang.NullPointerException

at com.cisco.wf.subsystems.rmcm.jtapi.JtapiRIMgr.getAllDevicesForCall(JtapiRIMgr.java:1017)

at com.cisco.wf.subsystems.ctiserver.msgs.CTIMgrCallEventMsg.addRemasksForCall(CTIMgrCallEventMsg.java:209)

at com.cisco.wf.subsystems.ctiserver.msgs.CTIMgrCallEventMsg.setCallRemasks(CTIMgrCallEventMsg.java:181)

at com.cisco.wf.subsystems.ctiserver.msgs.CTIMgrCallEventMsg.setCallRemasks(CTIMgrCallEventMsg.java:118)

at com.cisco.wf.subsystems.ctiserver.CRACTIEventHandler.processContactDisconnected(CRACTIEventHandler.java:2486)

at com.cisco.wf.subsystems.ctiserver.CRACTIEventHandler.contactDisconnected(CRACTIEventHandler.java:1183)

at com.cisco.wf.subsystems.events.ContactEvent.dispatchEvent(ContactEvent.java:283)

at com.cisco.event.AbstractEventQueue$Item.dispatch(AbstractEventQueue.java:706)

at com.cisco.event.AbstractEventQueue$DispatchRunnable.dispatchNextEvent(AbstractEventQueue.java:934)

at com.cisco.event.AbstractEventQueue$DispatchRunnable.run(AbstractEventQueue.java:951)

at java.lang.Thread.run(Thread.java:745)

and found this error on MIVR/Cisco001MIVR055.log

%MIVR-ENG-7-UNK:com.cisco.channel.ChannelExecutionException: Contact id: 17, Channel id: 0, Reason: UNCAUGHT_EXCEPTION, CallID:17 MediaId:12352/1 Task:27000000019, answer failed to get ack events, timeout: 5000; nested exception is:

com.cisco.wfapi.WFExecutionException: CallID:17 MediaId:12352/1 Task:27000000019, answer failed to get ack events, timeout: 5000

at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$Port.accept(TAPIPortGroup.java:3149)

at com.cisco.wf.steps.ivr.AcceptStep.execute(AcceptStep.java:133)

at com.cisco.wfframework.obj.WFBeanStep.executeImpl(WFBeanStep.java:141)

at com.cisco.wfframework.obj.WFStep.execute(WFStep.java:174)

at com.cisco.wfframework.obj.WFWorkflowTask.executeStep(WFWorkflowTask.java:494)

at com.cisco.wfframework.engine.core.WFEngineWorkflowTask.executeStep(WFEngineWorkflowTask.java:122)

at com.cisco.app.impl.WFWorkflowAppDebugTaskWrapper.executeStep(WFWorkflowAppDebugTaskWrapper.java:416)

at com.cisco.wfframework.obj.WFWorkflowTask.execute(WFWorkflowTask.java:360)

at com.cisco.wfframework.engine.core.WFEngineWorkflowTask.execute(WFEngineWorkflowTask.java:77)

at com.cisco.app.impl.WFWorkflowAppDebugTaskWrapper.execute(WFWorkflowAppDebugTaskWrapper.java:736)

at com.cisco.wfframework.engine.core.TaskManager.runTaskNormally(TaskManager.java:415)

at com.cisco.wfframework.engine.core.TaskManager.runTask(TaskManager.java:371)

at com.cisco.wfframework.engine.core.TaskManager$RunnableTask.run(TaskManager.java:588)

at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.runCommand(ExecutorStubImpl.java:690)

at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:486)

at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:762)

at EDU.oswego.cs.dl.util.concurrent.PooledExecutor$Worker.run(PooledExecutor.java:776)

at com.cisco.executor.impl.PooledExecutorStubImpl$1$WorkerImpl.run(PooledExecutorStubImpl.java:99)

at com.cisco.util.ThreadPoolFactory$ThreadImpl.run(ThreadPoolFactory.java:853)

nested stack trace is:

com.cisco.wfapi.WFExecutionException: CallID:17 MediaId:12352/1 Task:27000000019, answer failed to get ack events, timeout: 5000

at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$Port$InCallObserverImpl.answer(TAPIPortGroup.java:13605)

at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$Port.accept(TAPIPortGroup.java:3143)