Field Notice: FN - 72403 - OCI-C CallCenterAgentModifyRequest Might Fail and Generate NullPointerException - Software Upgrade Recommended

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
2.0	01-Jun-22	Updated the Problem Description Section
1.0	13-May-22	Initial Release

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	Application Patches	24.0	24.0.2022.02, 24.0.2022.03	Cisco Webex BroadWorks Release 24

Defect Information

Defect ID	Headline
CSCwb18112	Post-Upgrade - ACD Login issues when Agent assigned to Multiple Call Centres

Problem Description

After patches AP382246 and AP382689 are applied, Open Client Interface-Call Control (OCI-C) CallCenterAgentModifyRequest might fail and generate NullPointerException.

Background

After patches AP382246 and AP382689 are applied, OCI-C CallCenterAgentModifyRequest might fail and generate NullPointerException when an OCI-C CallCenterAgentModifyRequest is sent with no CallCenterAgentSettings attribute.

Problem Symptom

After the faulty patches AP382246 and AP382689 are applied, agents are unable to change their Automatic Call Distribution (ACD) state and join a CallCenter. This exception is seen when users send a CallCenterAgentModifyRequest with no CallCenterAgentSettings attribute.

2022.03.29 09:13:23:726 BST | Warn       | OCI-C | OCI-C Session Input Adapter 1 | localHost2380040


Exception occurred: java.lang.NullPointerException

at com.broadsoft.sessionmanagers.ocic.handlers.services.callcenteragent.CallCenterAgentModifyEventHandler.validateOCIPRequest(CallCenterAgentModifyEventHandler.java:993)

at com.broadsoft.sessionmanagers.ocic.handlers.OCICSessionModificationEventHandler.processEventSQLMode(OCICSessionModificationEventHandler.java:236)

at com.broadsoft.sessionmanagers.ocic.handlers.OCICSessionModificationEventHandler.processEvent(OCICSessionModificationEventHandler.java:92)

at com.broadsoft.sessionmanagers.ocic.OCICSession.processEvent(OCICSession.java:348)

at com.broadsoft.sessionmanagers.ocic.OCICSession.deliverEvent(OCICSession.java:268)

at com.broadsoft.apm.session.InputAdapter.distributeEvent(InputAdapter.java:128)

at com.broadsoft.apm.session.SimpleQAdapter.processInput(SimpleQAdapter.java:264)

at com.broadsoft.apm.session.SimpleQAdapter.processInput(SimpleQAdapter.java:28)

at com.broadsoft.util.watchdog.WatchedThread.run(WatchedThread.java:374)

at java.lang.Thread.run(Thread.java:748)

Workaround/Solution

Workaround

Remove patches AP382246 and AP382689.

Solution

Install the corrective patch AP382856, which is available on the Cisco Software Download page: AP.as.24.0.944.ap382856.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email or telephone

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