精良与使用的座席登录跟踪日志

Introduction

本文描述在座席登录涉及的进程通过精良系统与日志文件。了解区别精良组件、计算机电话集成(CTI)服务器和客户端桌面之间的消息流是重要的，以便您能顺利地排除问题故障。

Prerequisites

Requirements

Cisco建议您有Cisco精良和语音操作系统的(VOS) CLI命令提示知识。

Components Used

本文的信息根据Cisco精良版本9.1(1)。

The information in this document was created from the devices in a specific lab environment.All of the devices used in this document started with a cleared (default) configuration.If your network is live, make sure that you understand the potential impact of any command.

启动代理桌面

为了启动代理桌面，请复制此URL到Web浏览器：http:// <your精良server>/desktop。在精良版本9.1，支持HTTP或HTTPS。

精良使用Tomcat作为Web服务器。当您启动您的Web浏览器时，请求被做对精良提交代理桌面对您。Cisco Tomcat localhose_access_log命令显示请求装载代理桌面。

10.10.10.211 10.10.10.211 - - 80 GET /  HTTP/1.1 302 - 141
10.10.10.211 10.10.10.211 - - 80 GET /desktop/container/  HTTP/1.1 200 4541 185
10.10.10.211 10.10.10.211 - - 80 GET /desktop/theme/finesse/css/base.css 
HTTP/1.1 200 3093 7
10.10.10.211 10.10.10.211 - - 80 GET /desktop/theme/finesse/css/login.css 
HTTP/1.1 200 2185 0
10.10.10.211 10.10.10.211 - - 80 GET /desktop/js/Logon.js  HTTP/1.1 200 1745 1
10.10.10.211 10.10.10.211 - - 80 GET /desktop/js/utilities/Cookies.js  HTTP/1.1 
200 2390 0
10.10.10.211 10.10.10.211 - - 80 GET /desktop/thirdparty/jquery/js/jquery.tools.
min.js  HTTP/1.1 200 15699 1
10.10.10.211 10.10.10.211 - - 80 GET /desktop/thirdparty/jquery/js/jquery-1.5.
min.js HTTP/1.1 200 84523 7
10.10.10.211 10.10.10.211 - - 80 GET /desktop/theme/finesse/images/sprite_
buttons.png HTTP/1.1 200 3297 0
10.10.10.211 10.10.10.211 - - 80 GET /desktop/theme/finesse/images/help.png 
HTTP/1.1 200 830 0
10.10.10.211 10.10.10.211 - - 80 GET /desktop/theme/finesse/images/cisco_logo.
png HTTP/1.1 200 760 0 200 2205 1
10.10.10.211 10.10.10.211 - - 80 GET /desktop/theme/finesse/images/bg.jpg
HTTP/ 1.1 200 32222 4

座席登录证件

即然提交了代理桌面，您输入您的登录证件。在精良能发送登录请求到CTI服务器前，客户端需要设立在同步HTTP (炉腹)连接的双向流。为了首先建立炉腹连接，从精良服务器的客户端请求系统信息。

SystemInfo

客户端的桌面做一个代表状态调用(其余) Application Programming Interface (API)请求到此URL ：/finesse/api/SystemInfo。注意到nocache=。此唯一的ID用于为了通过系统跟踪此请求。返回与status=200表明请求成功接受。

Container : [ClientServices] SystemInfo: requestId='undefined', Making REST
request: method=GET, url='/finesse/api/SystemInfo?nocache=1366756802163'18:40:03:
Container : [ClientServices] SystemInfo: requestId='undefined', Returned
with status=200

如果没有clientlogs，但是需要跟踪请求，您能搜索Tomcat localhost_access_log为了确定，当其余API请求被做了和找出唯一标识符。

127.0.0.1 127.0.0.1 - - 80 GET /finesse/api/SystemInfo ?nocache=1366756802163
HTTP/1.1 200 336 120 10.10.10.211 10.10.10.211 2001 - 80 GET /gadgets/makeRequest
?refresh=3600&url=http%3A%2F%2Flocalhost%2Ffinesse%2Fapi%2FSystemInfo%3Fnocache%
3D1366756802163&httpMethod=GET&headers=Authorization%3DBasic%2520MjAwMToyMDAx%
26locale%3Den_US&postData=&authz=&st=&contentType=TEXT&numEntries=3&getSummaries
=false&signOwner=true&signViewer=true&gadget=undefined&container=default&
bypassSpecCache=&getFullHeaders=false HTTP/1.1 200 659 596

API_REQUEST

Tomcat发送此API请求到精良其余API Web应用程序贮藏库(战争)。为了查找精良其余API日志，请搜索精良webservices由时间戳或nocache ID记录为了找出API_REQUEST。此日志显示REQUEST_START， REQUEST_URL， REQUEST_END，并且系统采取完成请求的elapsed_time。

%CCBU_http-8080-7-6-REQUEST_START: %[method_name=GET][parameter_name=
{ nocache=[1366756802163],  }][resource_name=/SystemInfo][usr=]: Request start
%CCBU_http-8080-7-6-API_REQUEST: %[REQUEST_URL=SystemInfo][agent_id=][request_
identifier=][request_method=systemInfo.GET][request_parameters=]: Request from
client to webservice api
%CCBU_http-8080-7-6-REGISTER_API_STATS_OBJECT: %[resource_name=com.cisco.ccbu:
category=WebAppStats,component0=SystemInfo-GET]: Registered new api stats object
for new request type. %CCBU_http-8080-7-6-REQUEST_END: %[elapsed_time=98]: Request complete 

内容返回到客户端由其余API请求检索系统信息显示得这里。此信息查找客户端(代理程序)日志。

content='<SystemInfo>
  <primaryNode>
    <host>UCCEFINESSE91.vmload.cvp</host>
  </primaryNode>
  <secondaryNode>
    <host>UCCEFINESSE138.vmload.cvp</host>
  </secondaryNode>
  <status>IN_SERVICE</status>
  <xmppDomain>UCCEFINESSE138.vmload.cvp</xmppDomain>
  <xmppPubSubDomain>pubsub.UCCEFINESSE138.vmload.cvp</xmppPubSubDomain>
</SystemInfo>'

建立炉腹连接

SystemInfo显示主要的和附属精良服务器、精良的状况作为IN_SERVICE， xmppDomain和xmppPubSubDomain。客户端当前有足够的信息为了建立炉腹连接。

18:40:03: Container : PageServices.init().onLoad: System info status: IN_SERVICE
18:40:03: Container : PageServices.init(): Establishing BOSH connection...
18:40:03: Container : PageServices.init(): Starting timeout and poller...
18:40:04: Container : [ClientServices] MasterPublisher._connInfoHandler()
- Connection status: connecting
18:40:04: Container : [ClientServices] MasterPublisher._connInfoHandler()
- Connection status: disconnected
18:40:04: Container : PageServices._onDisconnect(): retryCount=0, retrying...
18:40:04: Container : [ClientServices] MasterPublisher._connInfoHandler()
- Connection status: connecting
18:40:05: Container : [ClientServices] MasterPublisher._connInfoHandler()
- Connection status: connected
18:40:05: Container : PageServices.onLoad(): BOSH established!

客户端顺利地被预订精良对象(节点) /finesse/api/User/2001，一旦炉腹连接被建立。

当客户端的炉腹连接被建立时， webservices日志从客户端收到一个PRESENCE_NOTIFICATION消息。此PRESENCE_TYPE在统一的联系中心企业(UCCE)中只表明客户端是可用接收XMPP事件并且与座席可用性无关。切记代理程序没有签到。

Note:您只看到PRESENCE_TYPE消息，当客户端建立炉腹连接时或，当客户端的炉腹连接是断开的时。当客户端的炉腹连接是断开的时， PRESENCE_TYPE显示如未提供。

这是在websservices日志的通知事件：

%CCBU_Smack Listener Processor (1)-6-PRESENCE_NOTIFICATION_RECIEVED:
%[FROM JID=2001@uccefinesse138.vmload.cvp/desktop]
[PRESENCE_TYPE=available]: Finesse received a presence notifcation 

代理程序签到

即然客户端建立了炉腹连接，签到进程开始。客户端做另一个其余API请求为了得到当前用户信息。为了做此请求，请连接对此URL ：/finesse/api/User/2001和输入method=GET。

由于这是一个不同的API请求， nocache ID是不同的。因此，为了跟踪此请求，您需要使用此新的ID。

Container : PageServices.onLoad(): BOSH established! Commencing sign-in process
Container : [ClientServices] User: requestId='undefined', Making REST request:
method=GET, url='/finesse/api/User/2001?nocache=1366756805180
'18:40:05: Container : [ClientServices] User: requestId='undefined',
Returned with status=200,

若需要您能找到在Tomcat localhost_access_log的此请求。这是您如何在webservices日志查找它：

%CCBU_http-8080-7-6-REQUEST_START: %[method_name=GET][parameter_name={ nocache=
[1366756805180],  }][resource_name=/User/2001][usr=2001]: Request start
 %CCBU_http-8080-7-6-API_REQUEST: %[REQUEST_URL=User/2001][agent_id=2001]
[request_identifier=null][request_method=user.GET][request_parameters=2001]:
Request from client to webservice api 

这是在通知服务日志的请求。注意到HTTP/1.1 200 ok。

Note:Cisco通知日志只是作为提供情报的目的。如果enable (event) Cisco精良通知记录，它影响性能。

>> "GET /finesse/api/User/2001 HTTP/1.1[\r][\n]"
Adding Host request header
>> "Authorization: Basic MjAwMToyMDAx[\r][\n]"
>> "User-Agent: Jakarta Commons-HttpClient/3.1[\r][\n]"
>> "Host: localhost:8080[\r][\n]"
>> "[\r][\n]"
<< "HTTP/1.1 200 OK[\r][\n]"
<< "HTTP/1.1 200 OK[\r][\n]"
<< "Pragma: No-cache[\r][\n]"
<< "Cache-Control: no-cache[\r][\n]"

即然通知服务有请求，张贴此用户信息。这是从去客户端的通知服务日志的POST ：

Cookie accepted: "$Version=0; JSESSIONIDSSO=C11F62C59D0D0438CDEDEEB0DB12AA0B;
$Path=/"
Cookie accepted: "$Version=0; JSESSIONID=25FE81BD7DB73280A07B4CA4138E7680;
$Path=/finesse"
Buffering response body
<< "<User>[\n]"
<< "  <dialogs>/finesse/api/User/2001/Dialogs</dialogs>[\n]"
<< "  <extension></extension>[\n]"
<< "  <firstName>Mickey</firstName>[\n]"
<< "  <lastName>Mouse</lastName>[\n]"
<< "  <loginId>2001</loginId>[\n]"
<< "  <loginName>mmouse</loginName>[\n]"
<< "  <roles>[\n]"
<< "    <role>Agent</role>[\n]"
<< "  </roles>[\n]"
<< "  <state>LOGOUT</state>[\n]"
<< "  <stateChangeTime></stateChangeTime>[\n]"
<< "  <teamId>5000</teamId>[\n]"
<< "  <teamName>Minnies_Team</teamName>[\n]"
<< "  <uri>/finesse/api/User/2001</uri>[\n]"
<< "</User>"

此XMPP事件，是在本例中的代理程序2001年，被发送到所有订阅客户端。在客户端的Javascript接收XMPP事件，并且事件被发送到在客户端内的小配件。这是显示回应的内容的clientlogs ：

Commencing sign-in process18:40:05: Container : [ClientServices] User: requestId=
'undefined', Maurl='/finesse/api/User/2001?nocache=1366756805180'18:40:05: 
Container : [ClientServices] User: requestId='undefined', Returned with status=200,
 content='<User> king REST request: method=GET,
  <dialogs>/finesse/api/User/2001/Dialogs</dialogs>
  <extension></extension>
  <firstName>Mickey</firstName>
  <lastName>Mouse</lastName>
  <loginId>2001</loginId>
  <loginName>mmouse</loginName>
<roles>
    <role>Agent</role>
  </roles>
  <state>LOGOUT</state>
<stateChangeTime></stateChangeTime>
  <teamId>5000</teamId>
  <teamName>Minnies_Team</teamName>
  <uri>/finesse/api/User/2001</uri>
</User>

执行洛金

现在客户端准备执行登录。注意RequestID。RequestID在请求的正文被发送。您使用此RequestID为了跟随登录请求到其余API > CTI >其余API >通知Service>回应回到客户端。此请求是PUT，因此意味着客户端要求一次更新或更改对其当前状态。

Container : SignIn.handleUserLoad(): Performing login: extn=2003 18:40:05:
Container : [ClientServices] User: requestId='6e210ca9-5786-43bc-babf-
64a397a6057f',
 </data>
  <event>PUT</event>
  <requestId>6e210ca9-5786-43bc-babf-64a397a6057f</requestId>
  <source>/finesse/api/User/2001</source>
</Update>

精良其余API从客户端收到此请求。然后， API发送SetAgentStateReq到CTI服务器。

%CCBU_http-8080-7-6-API_REQUEST: %[REQUEST_URL=User/2001][agent_id=2001]
[request_identifier=6e210ca9-5786-43bc-babf-64a397a6057f][request_method=
user.PUT][request_parameters= extension:2003 state:LOGIN]: Request from 
client to webservice api
%CCBU_http-8080-7-6-REGISTER_API_STATS_OBJECT: %[resource_name=com.cisco.ccbu:
category=WebAppStats,component0=User-[id]-PUT]: Registered new api stats object
for new request type.
%CCBU_http-8080-7-6-REQUEST_END: %[elapsed_time=8]: Request complete 
%CCBU_pool-5-thread-4-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :20 ,
agentstate : 0, workmode : 0, reason code: -15532, forceflag :1, agentcapacity:
0, agentext: 2003, agentid: 2001][cti_message_name=SetAgentStateReq]:
Message going to the backend cti server 

CTI服务器收到请求。

Trace: AGENT_EVENT: ID=2001 Periph=5001 Ext=2003 Inst=2003 Sig=
Trace:  SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0
Reason=0
Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1 AGTAvailabilityStatus=0
ICMAgtID=5001
Trace:  SkTgtID=5001 SkGrpNo=0x0 SkGrpID=5006 NumLines=0 CurLine=0 ClientStatus=
0x0 Direction=0 

一旦代理程序登陆以NOT_READY的状态， CTI服务器发送AGENT_STATE-EVENT到精良。

MsgType:AGENT_STATE_EVENT (MonitorID:0 PeripheralID:5001 SessionID:0x0
PeripheralType:EnterpriseAgent SkillGroupState:LOGIN StateDuration:0
SkillGroupNumber:85881 SkillGroupID:5000 SkillGroupPriority:0 AgentState:
NOT_READY EventReasonCode:0 MRDID:1 NumTasks:0 AgentMode:1 MaxTaskLimit:1
ICMAgentID:5001 AgentAvailabilityStatus:0 NumFltSkillGroups:0 Direction:0
ClientSignature:""AgentID:"2001" AgentExtension:"2003" AgentInstrument:"2003"
RemaskNumMasks:1 RemaskInstrument:"2003" RemaskExtension:"2003" RemaskCallId:
0xffffffff RemaskFunctionFlag:<0x38> <LogoutCodeReq,NotRdyCodeReq,WrapDataReq>
RemaskCallMask:<0x21000000> <MC,Emerg> RemaskAgentMask:<0x0a000000> <
Logout,Avail> )Trace: AGENT_EVENT: ID=2001 Periph=5001 Ext=2003 Inst=2003 Sig=
Trace:  SkgState=LOGIN SkgDuration=0 OverallState=NOT_READY OverallDuration=0
Reason=0 Trace:  MRDID=1 NumTasks=0 MaxTaskLimit=1 AgtMode=1
AGTAvailabilityStatus=0 ICMAgtID=5001 

这是从CTI服务器接收事件的webservices日志。切记您首先看到从CTI服务器的原始的消息，您然后请参阅解码的消息。

%CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message
=CTIAgentStateEvent [skillGroupState=0 (LOGIN), stateDuration=0, skillGroupNumber
=85881, skillGroupPriority=0, agentState=2 (NOT_READY), eventReasonCode=0,
numFltSkillGroups=0,CTIClientSignature=, agentID=2001, agentExtension=2003,
agentInstrument=2003, agentID_ Long=null, duration=null, nextAgentState=null, 
fltSkillGroupNumberList=[], fltSkill GroupIDList=[], fltSkillGroupPriorityList=[],
fltSkillGroupStateList=[]]CTIMessageBean [invokeID=null, msgID=30, timeTracker=
{"id":"AgentStateEvent","CTI_MSG_RECEIVED":1366756808374,
"CTI_MSG_DISPATCH":1366756808375}, msgName=AgentStateEvent, deploymentType=CCE]]
[cti_response_time=1]: Decoded Message to Finesse from backend cti server 

即然精良从CTI服务器接受了AgentStateEvent，事件需要发布到通知服务，以便客户端接收更新。代理程序的唯一方法能知道状态更改了是通过接收此XMPP事件。精良转换AgentStateEvent成XMPP并且发送XMPP到通知服务。注意事件是PUT和RequestID在有效载荷。

%CCBU_pool-5-thread-5-6-XMPP_PUBLISH_ASYNCHRONOUS: %[NodeId=/finesse/api/User/
2001][Payload=<Update><data><user><dialogs>/finesse/api/User/2001/Dialogs
</dialogs><extension>2003</extension><firstName>Mickey</firstName><lastName>
Mouse</lastName><loginId>2001</loginId><loginName>mmouse</loginName>
<reasonCodeId>-1</reasonCodeId><roles><role>Agent</role></roles><state>NOT_READY
</state><stateChangeTime>2013-04-23T22:40:08Z</stateChangeTime><teamId>5000
</teamId><teamName>Minnies_Team</teamName><uri>/finesse/api/User/2001
</uri></user></data><event>PUT</event><requestId>6e210ca9-5786-43bc-babf-
64a397a6057f </requestId><source>/finesse/api/User/2001</source></Update>]:
Publishing XMPP Message Asynchronously

这里，通知服务接收更新。即使消息说失败路由信息包到JID，信息事件发布了传送到用户。

RoutingTableImpl: Failed to route packet to JID: 2001@uccefinesse138.vmload.cvp/
User packet: <message from="pubsub.uccefinesse138.vmload.cvp" to=
"2001@uccefinesse138.vmload.cvp/ User" id="/finesse/api/User/
2001__2001@uccefinesse138.vmload.cvp__VI1B2"><event xmlns=
"http://jabber.org/protocol/pubsub#event"><items node="/finesse/api/User/2001">
<item id="1su0Keff8M2irdS"><notification xmlns="http://jabber.org/protocol/pubsub">
&lt;Update&gt;

这是消息的正文：

 <data>
    <user>
      <dialogs>/finesse/api/User/2001/Dialogs</dialogs>
      <extension>2003</extension>
      <firstName>Mickey</firstName>
      <lastName>Mouse</lastName>
      <loginId>2001</loginId>
      <loginName>mmouse</loginName>
      <reasonCodeId>-1</reasonCodeId>
      <roles>
        <role>Agent</role>
      </roles>
      <state>NOT_READY</state>
      <stateChangeTime>2013-04-23T22:40:08Z</stateChangeTime>
      <teamId>5000</teamId>
      <teamName>Minnies_Team</teamName>
      <uri>/finesse/api/User/2001</uri>
    </user>
  </data>
  <event>PUT</event>
  <requestId>6e210ca9-5786-43bc-babf-64a397a6057f</requestId>
  <source>/finesse/api/User/2001</source>
&lt;/Update&gt;</notification></item></items></event></message>

和前面， XMPP消息由客户端收到并且被提供到客户端的小配件。注意客户端接收与原始RequestID的事件在消息。

Returned with status=202, content=''18:40:05: Container : [ClientServices]
 MasterPublisher._eventHandler() - Received event on node '/finesse/api/User/
 2001': <Update>
  <data>
    <user>
      <dialogs>/finesse/api/User/2001/Dialogs</dialogs>
      <extension>2003</extension>
      <firstName>Mickey</firstName>
      <lastName>Mouse</lastName>
      <loginId>2001</loginId>
      <loginName>mmouse</loginName>
      <reasonCodeId>-1</reasonCodeId>
      <roles>
        <role>Agent</role>
      </roles>
      <state>NOT_READY</state>
      <stateChangeTime>2013-04-23T22:40:08Z</stateChangeTime>
      <teamId>5000</teamId>
      <teamName>Minnies_Team</teamName>
      <uri>/finesse/api/User/2001</uri>
    </user>
  </data>
  <event>PUT</event>
  <requestId>6e210ca9-5786-43bc-babf-64a397a6057f</requestId>
  <source>/finesse/api/User/2001</source>
</Update>

现在客户端顺利地登陆。

Container : SignIn._triggerLoggedIn(): Successfully logged in!18:40:05

退出代码，原因代码，电话簿

现在客户端需要检索代理程序特定数据，例如退出代码、原因代码和电话簿。这是要求该信息做对客户端。

Container : SignIn._triggerLoggedIn(): Successfully logged in!18:40:05:
Container : [ClientServices] Dialogs: requestId='undefined', Making REST
request: method=GET, url='/finesse/api/User/2001/Dialogs?nocache=
1366756805355?

18:40:05: Container : [ClientServices] User: requestId='undefined',
Making REST request: method=GET, url='/finesse/api/User/2001/ReasonCodes?
category=LOGOUT&nocache=1366756805356'18:40:05: Container : [ClientServices]
User: requestId='undefined', POST_DATA=''18:40:05: Container : _displayUserData
(): User's current state is: NOT_READY

'18:40:05: Container : [ClientServices] User: requestId='undefined', Making REST
request: method=GET, url='/finesse/api/User/2001/ReasonCodes?category=NOT_READY&
nocache=1366756805358

18:40:05: Container : [ClientServices] User: requestId='undefined', POST_DATA=
''18:40:05: Header : The client logger has been initialize for the header
18:40:05: Header : _displayUserData(): User's current state is: NOT_READY

18:40:05: Header : Container._initGadgetContainer(): Initializing gadget
container.
18:40:05: Header : FailoverMonitor.startListening(): Listening for triggers
18:40:05: Header : PageServices.stopTimeoutPoller(): Cancelling connection
timeout and poller...
18:40:05: Header : [ClientServices] id=2001: TypeError: 'this._listenerCallback
[...].callback' is null or not an object

同样逻辑适用于这些请求。记住精良原因代码和电话簿在精良数据库存储，不在UCCE。