Finesse座席状态更改延迟故障排除

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已更新: 2017 年 9 月 14 日

文档 ID:212077

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简介

本文档提供有关如何排除Finesse Agent Desktop上显示的座席状态延迟的信息。

作者：Rohit Harsh，思科TAC工程师。

先决条件

要求

Cisco 建议您了解以下主题：

思科统一联系中心企业版(UCCE)
思科Finesse

使用的组件

本文档中的信息基于以下软件版本：

Finesse 11.5
UCCE 11.5

本文档中的信息都是基于特定实验室环境中的设备编写的。本文档中使用的所有设备最初均采用原始（默认）配置。如果您的网络处于活动状态，请确保您了解所有命令的潜在影响。

问题

当座席收到呼叫（入站/出站）时，状态从“就绪” — >“保留” — >“通话”的更改被延迟。

故障排除

要排除此类故障，可以从Finesse服务器和客户端提取以下日志：

Finesse桌面Web服务日志
Finesse客户端日志

Finesse客户端日志

座席状态更改收到的CTI消息：

 0051203603: 10.106.81.82: Apr 14 2017 14:01:17.196 -0700: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIAgentStateEvent [skillGroupState=7 (BUSY_OTHER), stateDuration=0, skillGroupNumber=29808, skillGroupPriority=0, agentState=8 (RESERVED), eventReasonCode=0, numFltSkillGroups=0, CTIClientSignature=Finesse, agentID=1234, agentExtension=1234, agentInstrument=1234, agentID_Long=null, duration=null, nextAgentState=null, fltSkillGroupNumberList=[], fltSkillGroupIDList=[], fltSkillGroupPriorityList=[], fltSkillGroupStateList=[], MRDId=1, agentMode=1]CTIMessageBean [invokeID=null, cti_sequence_id=865941, msgID=30, timeTracker={"id":"AgentStateEvent","CTI_MSG_RECEIVED":1492203677196,"CTI_MSG_DISPATCH":1492203677196}, msgName=AgentStateEvent, deploymentType=CCE]][cti_response_time=0][dispatch_phase=DnD-CHECKPOINT-3B]: Decoded Message to Finesse from backend cti server

但是，仅在14秒后，Finesse才会将代理置于保留状态：

001345281: 10.106.81.82: Apr 14 2017 14:01:31.936 -0700: %CCBU_CoreImpl-worker187-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/1234][Payload=<Update>

  <data>

    <user>

      <dialogs>/finesse/api/User/1234/Dialogs</dialogs>

      <extension>1234</extension>

      <firstName>Test</firstName>

      <lastName>Test</lastName>

      <loginId>1234</loginId>

      <loginName>Test</loginName>

      <mediaType>1</mediaType>

      <pendingState></pendingState>

      <roles>

        <role>Agent</role>

      </roles>

      <settings>

        <wrapUpOnIncoming>OPTIONAL</wrapUpOnIncoming>

      </settings>

      <state>RESERVED</state>

      <stateChangeTime>2017-04-14T21:01:31.935Z</stateChangeTime>

      <teamId>5056</teamId>

      <teamName>Test</teamName>

      <uri>/finesse/api/User/1234</uri>

    </user>

  </data>

  <event>PUT</event>

  <requestId>ad6996dc-db0b-4f45-8e3a-0e975519f4db</requestId>

  <source>/finesse/api/User/1234</source>

</Update>]: Publishing XMPP Message Asynchronously

现在，如果您看到座席当时正在执行的操作，您可以看到座席尝试在呼叫到达桌面之前1分钟14秒将状态更改为“未就绪”状态，但由于Finesse延迟。

2017-04-14T14:00:22.128 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:22.137 -0700: Header : _changeStateCallback(): User changed state to NOT_READY with a reason code of: Break

2017-04-14T14:00:22.129 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:22.138 -0700: Header : Agent selected or went NOT_READY -- Linda flag cleared.

2017-04-14T14:00:22.130 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:22.139 -0700: Header : [ClientServices] User: requestId='ad6996dc-db0b-4f45-8e3a-0e975519f4db', Making REST request: method=PUT, url='https://finesse.cisco.com:/finesse/api/User/1234'

2017-04-14T14:00:22.159 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:22.168 -0700: Header : [ClientServices] User: requestId='ad6996dc-db0b-4f45-8e3a-0e975519f4db', Returned with status=202, content='null'

2017-04-14T14:00:27.129 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:27.138 -0700: Header : _showOperationError(): Failed to lookup error message in resource bundle(errorBundle=null, error=TypeError: response is undefined).

2017-04-14T14:00:27.130 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:27.139 -0700: Header : _showOperationError(): Failed to get error message from response(error=TypeError: response is undefined).

2017-04-14T14:00:27.130 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:27.139 -0700: Header : _showOperationError(): Displayed generic error message.

座席已再次尝试。

2017-04-14T14:00:39.093 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.102 -0700: Header : _changeStateCallback(): User changed state to NOT_READY with a reason code of: Training

2017-04-14T14:00:39.093 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.102 -0700: Header : Agent selected or went NOT_READY -- Linda flag cleared.

2017-04-14T14:00:39.095 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.104 -0700: Header : [ClientServices] User: requestId='eb6659c6-06f2-4f02-a244-95839c450b48', Making REST request: method=PUT, url='https://finesse.cisco.com:/finesse/api/User/1234'

2017-04-14T14:00:39.109 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.118 -0700: Header : [ClientServices] User: requestId='eb6659c6-06f2-4f02-a244-95839c450b48', Returned with status=202, content='null'

2017-04-14T14:00:39.120 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:39.128 -0700: Header : Client: 2017-04-14T21:00:39.115Z, Server: 2017-04-14T21:00:39.123Z, Drift: 8ms, Network Latency (round trip): 8ms

2017-04-14T14:00:44.093 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:44.101 -0700: Header : _showOperationError(): Failed to lookup error message in resource bundle(errorBundle=null, error=TypeError: response is undefined).

2017-04-14T14:00:44.094 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:44.102 -0700: Header : _showOperationError(): Failed to get error message from response(error=TypeError: response is undefined).

2017-04-14T14:00:44.094 -07:00: 3ADF8F: finesse.cisco.com: Apr 14 2017 14:00:44.102 -0700: Header : _showOperationError(): Displayed generic error message.

现在在桌面Web服务日志中：

Finesse从代理收到Not Ready请求。

0051191445: 10.106.81.82: Apr 14 2017 14:00:22.148 -0700: %CCBU_http-apr-8445-exec-13-6-REQUEST_START: %[method_name=PUT][parameter_name={  }][resource_name=/User/1234][usr=1234]: Request start 


0051191446: 10.106.81.82: Apr 14 2017 14:00:22.149 -0700: %CCBU_http-apr-8445-exec-13-6-API_REQUEST: %[REQUEST_URL=User/1234][agent_id=1234][requestId=ad6996dc-db0b-4f45-8e3a-0e975519f4db][request_method=user.PUT][request_parameters= state:NOT_READY]: Request from client to webservice api 


0051191447: 10.106.81.82: Apr 14 2017 14:00:22.149 -0700: %CCBU_http-apr-8445-exec-13-7-API.REQUEST:  {Thrd=http-apr-8445-exec-13} Received handleRequest for [requestedObjectId=1234], [requestId=ad6996dc-db0b-4f45-8e3a-0e975519f4db] 



0051191449: 10.106.81.82: Apr 14 2017 14:00:22.150 -0700: %CCBU_http-apr-8445-exec-13-7-DISPATCHER:  {Thrd=http-apr-8445-exec-13} queueing command SetAgentState for sequencer: [1234] 


0051191450: 10.106.81.82: Apr 14 2017 14:00:22.150 -0700: %CCBU_http-apr-8445-exec-13-7-FinesseApiResponseFilter:  {Thrd=http-apr-8445-exec-13} FinesseApiResponseFilter : Added header Access-Control-Allow-Origin: null to the response of the REST API request=https://finesse.cisco.com/finesse/api/User/1234

同样，对于第二个未就绪请求，它也是同一组事件集：

0051195056: 10.106.81.82: Apr 14 2017 14:00:39.110 -0700: %CCBU_http-apr-8445-exec-19-6-REQUEST_START: %[method_name=PUT][parameter_name={  }][resource_name=/User/1234][usr=1234]: Request start 


0051195060: 10.106.81.82: Apr 14 2017 14:00:39.113 -0700: %CCBU_http-apr-8445-exec-19-7-DISPATCHER:  {Thrd=http-apr-8445-exec-19} queueing command SetAgentState for sequencer: [1234] 


0051195061: 10.106.81.82: Apr 14 2017 14:00:39.113 -0700: %CCBU_http-apr-8445-exec-19-7-FinesseApiResponseFilter:  {Thrd=http-apr-8445-exec-19} FinesseApiResponseFilter : Added header Access-Control-Allow-Origin: null to the response of the REST API request=https://finesse.cisco.com/finesse/api/User/1234 


0051195060: 10.106.81.82: Apr 14 2017 14:00:39.113 -0700: %CCBU_http-apr-8445-exec-19-7-DISPATCHER:  {Thrd=http-apr-8445-exec-19} queueing command SetAgentState for sequencer: [1234] 


0051195061: 10.106.81.82: Apr 14 2017 14:00:39.113 -0700: %CCBU_http-apr-8445-exec-19-7-FinesseApiResponseFilter:  {Thrd=http-apr-8445-exec-19} FinesseApiResponseFilter : Added header Access-Control-Allow-Origin: null to the response of the REST API request=https://finesse.cisco.com/finesse/api/User/1234

仅在1分2秒后，Finesse才开始处理请求：

0051220500: 10.106.81.82: Apr 14 2017 14:01:24.585 -0700: %CCBU_CoreImpl-worker118-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26553 , agentstate : 2, workmode : 0, reason code: 4, forceflag :1, agentcapacity: 0, agentext: 1234, agentid: 1234, supervisorid: null, ssoFlag=false][cti_message_name=SetAgentStateReq]: Message going to the backend cti server 


0051223431: 10.128.224.141: Apr 14 2017 14:01:24.766 -0700: %CCBU_CoreImpl-worker118-7-DISPATCHER:  {Thrd=CoreImpl-worker118} completed command SetAgentState for sequencer: [1234] 

 

0051227244: 10.106.81.82: Apr 14 2017 14:01:27.078 -0700: %CCBU_CoreImpl-worker130-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26563 , agentstate : 2, workmode : 0, reason code: 4, forceflag :1, agentcapacity: 0, agentext: 1234, agentid: 1234, supervisorid: null, ssoFlag=false][cti_message_name=SetAgentStateReq]: Message going to the backend cti server 


0051229958: 10.128.224.141: Apr 14 2017 14:01:27.274 -0700: %CCBU_CoreImpl-worker130-7-DISPATCHER:  {Thrd=CoreImpl-worker130} completed command SetAgentState for sequencer: [1234]

现在，如果深入查看“桌面Web服务”日志，您可以看到系统事件经常以systemEventId=10接收，这表示(SYS_INSTRUMENT_ OUT_OF_SERVICE — 已从服务中删除了企业代理设备目标。SystemEventArg1包含外围设备的PeripheralID，SystemEventText包含已从服务中删除的AgentInstrument。 (E)

0051220500: 10.106.81.82: Apr 14 2017 14:01:24.585 -0700: %CCBU_CoreImpl-worker118-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26553 , agentstate : 2, workmode : 0, reason code: 4, forceflag :1, agentcapacity: 0, agentext: 1234, agentid: 1234, supervisorid: null, ssoFlag=false][cti_message_name=SetAgentStateReq]: Message going to the backend cti server 


0051223431: 10.128.224.141: Apr 14 2017 14:01:24.766 -0700: %CCBU_CoreImpl-worker118-7-DISPATCHER:  {Thrd=CoreImpl-worker118} completed command SetAgentState for sequencer: [1234] 

 

0051227244: 10.106.81.82: Apr 14 2017 14:01:27.078 -0700: %CCBU_CoreImpl-worker130-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26563 , agentstate : 2, workmode : 0, reason code: 4, forceflag :1, agentcapacity: 0, agentext: 1234, agentid: 1234, supervisorid: null, ssoFlag=false][cti_message_name=SetAgentStateReq]: Message going to the backend cti server 


0051229958: 10.128.224.141: Apr 14 2017 14:01:27.274 -0700: %CCBU_CoreImpl-worker130-7-DISPATCHER:  {Thrd=CoreImpl-worker130} completed command SetAgentState for sequencer: [1234]

在Finesse中，系统事件是关键事件，如果执行队列中没有其他事件，则会处理这些事件。由于出现这种情况，将备份所有其他挂起事件，这将导致事件处理的一般缓慢。

此外，Finesse还随机看到CLEAR_CONNECTION命令延迟约一分钟，即超时(CF_REQUEST_TIMEOUT_REJECTION)。这用于Finesse为其获取SystemEvent的同一分机。

下面是其中一个实例在Finesse中发生的特定示例：

Finesse Web服务收到请求并将其发送到ICM CTI服务器

0051049979: 10.106.81.82: Apr 14 2017 13:56:20.806 -0700: %CCBU_CoreImpl-worker146-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :26488 , callId: 54473438, extension: 8888, peripheralId: 5000, connectionDeviceIdType : 0, connectionDeviceId: 8888][cti_message_name=ClearConnectionReq]: Message going to the backend cti server

0051061608: 10.106.81.82: Apr 14 2017 13:57:21.758 -0700: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTIControlFailureConf [failureCode=78, peripheralErrorCode=0, text=null]CTIMessageBean [invokeID=26488, cti_sequence_id=863946, msgID=35, timeTracker={"id":"ControlFailureConf","CTI_MSG_NOTIFIED":1492203441758,"CTI_MSG_RECEIVED":1492203441758}, msgName=ControlFailureConf, deploymentType=CCE]][cti_response_time=0][dispatch_phase=DnD-CHECKPOINT-3A]: Decoded Message to Finesse from backend cti server

PG CTI服务器收到请求

13:56:20:784 cg1A-ctisvr Trace: *** ClearConnectionRequest DefaultCallInstrument - callID:54473438.+9999(d) ... inst:"8888" 

13:56:20:784 cg1A-ctisvr Trace: CSTAClearConnection:  InvokeID=0x2114a2fb Call(CID=54473438,Dev=8888,Type=Static) 

13:56:20:784 cg1A-ctisvr Trace: PRIVATE_DATA: CompoundRequestType=Unknown CSTA Event Type SubjectDevice=8888

但是，由于JTAPI异常，呼叫未正常断开。

13:56:20:846 PG1A-jgw1 Trace: MsgClearConnection: CID: 54473438 ConnDevID: 8888/0 CompReqType: -1 InvID: 8285054. 

13:56:35:862 PG1A-jgw1 Trace: Call to connection[54473438,8888].disconnect() encountered exception.  com.cisco.jtapi.PlatformExceptionImpl: Could not meet post conditions of disconnect().

最终，呼叫在ICM端被清除。

14:08:05:647 PG1A-opc Trace: CSTA_CONNECTION_CLEARED (PID=5000):  DroppedConn=(CID=54473438,Dev=8888,Type=Static) ReleasingDev=(DEV)8888 localConnInfo(-1)=CS_NONE cause=-1 

14:08:05:647 PG1A-opc Trace: CSTAConnectionClearedEvent_PD:: CorrData=102785 UniqueID=00000000003F32DE0309F16000000000 

14:08:05:647 PG1A-opc Trace: Call:SetCallState (PID=5000) - CallID=54473438 CallObj=(0x6c33110) NewState=NONE OldState=CONNECTED. 

14:08:05:647 PG1A-opc Trace: Cleared(PID=5000): CallObj=(0x6c33110)  SrcConn(CID=54473438,Dev=+13003001858,DevType=Dynamic) DestConn(CID=54473438,Dev=8888,DevType=Static) 

14:08:05:647 PG1A-opc Trace: AgentStateUpdate (OPC Time=04/14 21:08:05) - Updating 2 Agent Records on Peripheral 5000 

14:08:05:647 PG1A-opc Trace:  - PID=5000 AGSTID=7295 Periph#=8888 Ext=8888 SG#=29808 Dur=0 State=AS_NOT_READY CurrentLine=0 Reason=8 NetworkTID=0 NumLines=0 AgentObj=0x52f50f8 

14:08:05:647 PG1A-opc Trace: SetAgentState: ASTID=7295 Periph#=8888 MRDomainID=1 SGSTID=5000 SG#=29808(0x7470) OldState=AS_BUSY_OTHER NewState=AS_NOT_READY Duration=0 CurLine=0 ReasonCode=8 AgentObj=0x52f50f8 

14:08:05:647 PG1A-opc Trace:  - PID=5000 AGSTID=7295 Periph#=8888 Ext=8888 SG#=3957053 Dur=0 State=AS_NOT_READY CurrentLine=0 Reason=8 NetworkTID=0 NumLines=0 AgentObj=0x52f50f8

结论

所有座席状态事件都延迟的原因是，当Finesse向CTI服务器发送“ClearConnectionReq”时，CTI服务器将请求发送到外围网关(PG)开放外围控制器(OPC)服务，该服务通过PG外围接口管理器(PIM)/PG JTAPI网关(JGW)向CUCM发送请求。CTI服务器等待来自CUCM的响应（最终失败），Finesse开始获取具有优先级的SystemEvents，因此延迟为响应座席状态请求。

分辨率

此问题的解决通过Finesse 11.5(1)ES4中修复的这些缺陷进行跟踪

CSCve12017，适用于ICM(pg.cucm)

CSCve11977,适用于Finesse

修订历史记录

版本	发布日期	备注
1.0	14-Sep-2017	初始版本

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