엔터프라이즈 채팅 및 이메일에 대한 주변 장치 게이트웨이 로그 분석 문제 해결 - 채팅 워크플로

소개

이 문서에서는 엔터프라이즈 채팅 및 전자 메일 - 채팅 작업 흐름용 주변 장치 게이트웨이 로그 분석의 문제 해결 프로세스에 대해 설명합니다.

사전 요구 사항

ECE 11.6(클라우드 구축에도 적용)

UCCE 11.6

요구 사항

다음 주제에 대한 지식을 보유하고 있으면 유용합니다.

• ECE
• UCCE(Unified Contact Center Enterprise)

사용되는 구성 요소

이 문서의 정보는 UCCE 11.6 및 ECE 11.6.1 ES 6 ES6_1A를 기반으로 합니다.

이 문서의 정보는 특정 랩 환경의 디바이스를 토대로 작성되었습니다.이 문서에 사용된 모든 디바이스는 초기화된(기본) 컨피그레이션으로 시작되었습니다.네트워크가 작동 중인 경우 모든 명령의 잠재적인 영향을 이해해야 합니다.

문제 해결

케이스 1. 상담원 표시는 채팅에 사용할 수 있습니다. 

검토할 로그:ECE의 리스너

ICM의 CTIServer 및 에이전트 PG OPC 로그

ICM CTIServer 로그용 코드 조각:

ECE에서 리스너 프로세스에서 "MAKE_AGENT_ROUTABLE_IND"를 받았습니다.

10:06:31:759 cg1a-ctisvr Session 1: MsgType:MAKE_AGENT_ROUTABLE_IND (InvokeID:0xa233 MRDID:5001 ICMAgentID:5001 MaxTasks:1 )
10:06:31:759 cg1a-ctisvr Trace: ProcessMakeAgentRoutableInd - sessionID 1
10:06:31:759 cg1a-ctisvr Trace: SendARMMsg -- InvokeID = 41523, MRDID = 5001, ICMAgentID = 5001, MaxTasks = 1, SessionID = 1

10:06:31:759 cg1a-ctisvr Session 1: MsgType:MAKE_AGENT_READY_IND (InvokeID:0xa234 MRDID:5001 ICMAgentID:5001 MakeRoutable:True )
10:06:31:759 cg1a-ctisvr Trace: ProcessMakeAgentReadyInd - sessionID 1
10:06:31:759 cg1a-ctisvr Trace: SendARMMsg -- InvokeID = 41524, MRDID = 5001, ICMAgentID = 5001, MakeRoutable = 1, SessionID = 1

상담원이 NOT_READY에서 NOT_ACTIVE로 표시되었습니다.

10:06:31:774 cg1a-ctisvr Session 8:         SkillGroupNumber:117497 SkillGroupID:5006 SkillGroupPriority:0 AgentState:NOT_ACTIVE  
10:06:31:774 cg1a-ctisvr Session 8:         EventReasonCode:0 MRDID:5001 NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5001  


10:06:31:774 cg1a-ctisvr Session 5:         SkillGroupNumber:2 SkillGroupID:5009 SkillGroupPriority:0 AgentState:NOT_ACTIVE  
10:06:31:774 cg1a-ctisvr Session 5:         EventReasonCode:0 MRDID:5001 NumTasks:0 AgentMode:1 MaxTaskLimit:1 ICMAgentID:5001  

여기서 NOT_ACTIVE는 상담원이 채팅을 수락할 준비가 되었음을 의미합니다.사전 채팅 활동 이전에 "능동적으로" 작동하지 않습니다.

사례 2. ECE에서 사용 가능한 상담원에게 라우팅될 새 활동을 보내는 경우

PIM logs :

1. NEW_TASK is received from ECE EASS


Events from June 13, 2019:
13:52:51:838 pg3a-pim2 Trace: Application->PG:
Message = NEW_TASK; Length = 78 bytes
   DialogueID = (11) Hex 0000000b
   SendSeqNo = (1) Hex 00000001
   MRDomainID = (5001) Hex 00001389
   PreviousTask = -1:-1:-1
   PreferredAgent = Undefined
   Service = (0) Hex 00000000
   CiscoReserved = (0) Hex 00000000
   ScriptSelector: chat_dn
   ServiceRequested = (0) Hex 00000000
ECC Variable Name: user.ece.activity.id
Value: 1012

(Notice the values of ECC variable Name and ScriptSelector)


2. INRCMSGNewCall/ RUN_APPLICATION_SCRIPT_REQ sent to Router :

13:52:51:838 pg3a-pim2 Trace: Send INRCMSGNewCall to Router : :
NEW_CALL RCID=5005 PID=5001 DID=11 DIDRelSeq#=1 GrpDelKey=5004 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=chat_dn CallingParty#= CED= MsgOrigin=1 RouteDevType=6 Originator=ece NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=5001 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=0 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=
Name Type Index Value
user.ece.activity.id Scalar 1012 
13:52:51:838 pg3a-pim2 Trace: MR_Peripheral::On_Router_RunScript
RUN_SCRIPT RCID=5005 PID=5001 DID=11 DIDRelSeq#=0 InvokeID=14 CRS(RtrDate=152834,RtrCID=406) RCKSeq#=0 CallTypeID=5003 NICCalledParty#=chat_dn ScriptID=NVRUM_Script ScriptConfig= CallingParty#= CED= PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10= EstimatedWaitTime=0
Name Type Index Value
user.ece.activity.id Scalar 1012 
13:52:51:838 pg3a-pim2 Trace: PG->Application:
Message = RUN_APPLICATION_SCRIPT_REQ; Length = 80 bytes
DialogueID = (11) Hex 0000000b
SendSeqNo = (1) Hex 00000001
InvokeID = (14) Hex 0000000e
ScriptID: NVRUM_Script
ScriptConfiguration: 
EstimatedWaitTime = (0) Hex 00000000
Call Variable 1: 
Call Variable 2: 
Call Variable 3: 
Call Variable 4: 
Call Variable 5: 
Call Variable 6: 
Call Variable 7: 
Call Variable 8: 
Call Variable 9: 
Call Variable 10: 
ECC Variable Name: user.ece.activity.id
Value: 1012


3. RUN_APPLICATION_SCRIPT_RESULT is received:

13:52:51:838 pg3a-pim2 Trace: Application->PG:
Message = RUN_APPLICATION_SCRIPT_RESULT; Length = 16 bytes


4. DO_THIS_WITH_TASK received:


13:52:51:838 pg3a-pim2 Trace: PG->Application:
Message = DO_THIS_WITH_TASK; Length = 90 bytes
DialogueID = (11) Hex 0000000b
SendSeqNo = (2) Hex 00000002
IcmTaskID = 152834:406: 1
SkillGroup = (5009) Hex 00001391
Service = Undefined
Agent = (5001) Hex 00001389
AgentInfo: 1004
Label: 
ApplicationString2: 
Call Variable 1: 
Call Variable 2: 
Call Variable 3: 
Call Variable 4: 
Call Variable 5: 
Call Variable 6: 
Call Variable 7: 
Call Variable 8: 
Call Variable 9: 
Call Variable 10: 
ECC Variable Name: user.ece.activity.id
Value: 1012

RTR logs :

NewCall is received:

13:52:51:838 ra-rtr Trace: (11 x 0 : 0 0) NewCall: CID=(152834,406), DN=chat_dn, ANI=, CED=, RCID=5005, MRDID=5001, CallAtVRU=1, OpCode=0 
13:52:51:838 ra-rtr Trace: 	RCKSeqNum=-1, NIC_DN= 

Route Complete is received:

13:52:51:838 ra-rtr Trace: (11 x 0 : 0 0) RouteComplete: 
13:52:51:838 ra-rtr Trace: 	Route: DN=chat_dn, ANI=, CED=, Label= 
13:52:51:838 ra-rtr Trace: 	Route: CID=(152834,406), Labels=1 


DeviceTargetPreCall is generated:

13:52:51:838 ra-rtr Trace: (11 x 0 : 0 0) DeviceTargetPreCall_V12: CID=(152834,406), PerID=5000, SGSTID=5009, AGSTID=5001 NetworkCallFlags=0, InvokeID=343, GREET= 
13:52:51:838 ra-rtr Trace: 	DN=chat_dn, ANI=, CED=, CustDBProvidedDigits=, RouteID=5002, NetworkTargetID=0 
13:52:51:838 ra-rtr Trace: 	RCKSeqNum=0, DelayQTime=0, DelayRouterTime=0, SGDelayQTime=0 
13:52:51:838 ra-rtr Trace: 	CallGUID=, CustomerID=1 
13:52:51:838 ra-rtr Trace: 	LocationParamPKID=, LocationParamName=, SIPHeader= 
13:52:51:838 ra-rtr Trace: 	NIC_CalledPartyNumber=chat_dn 
13:52:51:838 ra-rtr Trace: 	PV1= PV2= PV3= PV4= PV5= 
13:52:51:838 ra-rtr Trace: 	PV6= PV7= PV8= PV9= PV10= 
13:52:51:838 ra-rtr Trace: (11 x 0 : 0 0) Connect: CID=(152834,406), EventSelect=0, ServiceType=0, RCID=5005, Label(s)= 

From OPC logs:

NEW_CALL request


13:52:51:838 pg3a-opc Trace: SendINRCMessage: NEW_CALL  RCID=5005 PID=5001 DID=11 DIDRelSeq#=1 GrpDelKey=5004 CRS(RtrDate=-1,RtrCID=-1) RCKSeq#=-1 NICCallID={N/A} PGCallID={N/A} OperationCode=CLASSIC OperationFlags=COOP_NONE CalledParty#=chat_dn CallingParty#= CED= MsgOrigin=1 RouteDevType=6 Originator=ece NICCalledParty#= NetDelay=0 Priority=0 OrigType=0 atVRU=T CLIDRestrict=F PrefAGSTID=-1 MRDomainID=5001 LegacyPreCallMsgEnabled=F CID=0, ServiceReq=0 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=
Name                           Type        Index    Value
user.ece.activity.id           Scalar               1012 


RUN_SCRIPT


13:52:51:838 pg3a-opc Trace: SendPIMINRCMessage: RUN_SCRIPT  RCID=5005 PID=5001 DID=11 DIDRelSeq#=0 InvokeID=14 CRS(RtrDate=152834,RtrCID=406) RCKSeq#=0 CallTypeID=5003 NICCalledParty#=chat_dn ScriptID=NVRUM_Script ScriptConfig= CallingParty#= CED= PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10= EstimatedWaitTime=0
Name                           Type        Index    Value
user.ece.activity.id           Scalar               1012 


SCRIPT_RESP


13:52:51:838 pg3a-opc Trace: SendINRCMessage: SCRIPT_RESP  RCID=5005 PID=5001 DID=11 DIDRelSeq#=2 InvokeID=14 ResultCode=0 CED= PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=
Name                           Type        Index    Value
user.ece.activity.id           Scalar               1012 



CONNECT is generated


13:52:51:838 pg3a-opc Trace: SendPIMINRCMessage: CONNECT  RCID=5005 PID=5001 DID=11 DIDRelSeq#=1 CRS(RtrDate=152834,RtrCID=406) RCKSeq#=0 ErrorCode=0 TRTargetID=-1 CorrID= EventSel=0 SvcType=0 NICCallID={N/A} PGCallID={N/A}
 OperationCode=CLASSIC OperationFlags=COOP_NONE NetworkTransferEnabled=F NICCalledParty#=chat_dn SGSTID=5009 SvcSTID=-1 AGSTID=5001 AGInfo=1004, MRDID=5001 Interruptible=0 PV1= PV2= PV3= PV4= PV5= PV6= PV7= PV8= PV9= PV10=
Name                           Type        Index    Value
user.ece.activity.id           Scalar               1012 

사례 3. 상담원이 채팅 작업을 수신하여 응답을 시작한 경우AgentState가 ACTIVE로 변경됩니다.이 시나리오에서는 CTIServer가 아래에 로그를 보고합니다.

CTIServer logs :

10:26:41:486 cg1a-ctisvr Session 5: MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5000 SessionID:0x0
10:26:41:486 cg1a-ctisvr Session 5: PeripheralType:EnterpriseAgent SkillGroupState:ACTIVE StateDuration:0 SkillGroupNumber:2
10:26:41:486 cg1a-ctisvr Session 5: SkillGroupID:5009 SkillGroupPriority:0 AgentState:ACTIVE EventReasonCode:0 MRDID:5001 

OPC logs:


10:26:41:486 pg1a-opc Trace: RemoveFromSkillGroupStats: AGSTID=5001 Periph#=1011 SGSTID=5009, SG#=2 State=AS_RESERVED AgentObj=0x4640040 
10:26:41:486 pg1a-opc Trace: AddToSkillGroupStats: AGSTID=5001 Periph#=1011 SGSTID=5009, SG#=2 State=AS_ACTIVE AgentObj=0x4640040 
10:26:41:486 pg1a-opc Trace: SetAgentState: ASTID=5001 Periph#=1011 MRDomainID=5001 SGSTID=5009 SG#=2(0x2) OldState=AS_RESERVED NewState=AS_ACTIVE Duration=0 CurLine=-1 ReasonCode=0 AgentObj=0x4640040