7 Replies Latest reply: Dec 7, 2017 11:24 AM by dekwan RSS

Finesse returns INVALID_ACTION ANSWER

vbashin@empirix.com

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