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Cisco Bug: CSCvs80507 - Wrap-up code submission failing intermittently on UCCX 12.0.1

Last Modified

May 06, 2020

Products (1)

  • Cisco Finesse

Known Affected Releases

12.0(1)

Description (partial)

Symptom:
++ Wrap-up code submission failing intermittently on UCCX 12.0.1
++ Random Agents are affected.
++ Issue seen multiple times in a week.

Conditions:
Getting CallConnectionCleared and EndCallEvennt before wrap-up request is send from client.

Sample Log:

0000027169: 10.56.62.25: %[call-id [16818650]]% %[agent-id []]% Jan 09 2020 12:49:53.718 +0700: %CCBU_EVENT_POOL-1-worker-36-6-WRAP_UP_ADAPTER_PROCESS_END: %[call_id=16818650][messageId=CallConnectionClearedEvent]: processed event 
0000027170: 10.56.62.25: %[call-id [16818650]]% %[agent-id []]% Jan 09 2020 12:49:53.718 +0700: %CCBU_EVENT_POOL-1-worker-36-6-DnE-CHECKPOINT-5 - : %[Dispatch Stats=CTI_CMD_QUEUE_TIME: 2, CTI_CMD_DISPATCH_TIME: 0, CTI_CMD_EXECUTION_TIME: 1, CTI_CMD_TOTAL_EXECUTION_TIME: 3][Overall Msg Stats=CTI_MSG_RCV_TIME:Jan 09 2020 12:49:53.710,CTI_MSG_TOTAL_PROCESSING_TIME:8,CTI_MSG_DECODE_TIME:0,CTI_MSG_ACMI_NOTIFY_TIME:5,CTI_MSG_DISPATCH_TIME:0,CTI_MSG_PROCESSING_TIME:3,CTI_MSG_LATENCY:1,CTI_SOCKET_WAIT_TIME:0][Payload=CTICallConnectionClearedEvent [ invokeID=null, cti_sequence_id=6246, msgID=14, msgName=CallConnectionClearedEvent, deploymentType=CCX, callId=16818650, peripheralId=1, connectionDeviceIdType=0, connectionDeviceId=6765, releasingDeviceId=6765, eventCause=-1]][SEQ=[16818650, 6765]]: Completed task
 
0000027176: 10.56.62.25: %[call-id ]% %[agent-id ]% Jan 09 2020 12:49:58.710 +0700: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_event_read_time=1578548998709][cti_message=CTIEndCallEvent [callId=16818650, connectionDeviceIdType=0, connectionDeviceId=, monitorId=0, peripheralId=1, peripheralType=21]CTIEndCallEvent [ invokeID=null, cti_sequence_id=6249, msgID=24, msgName=EndCallEvent, deploymentType=CCX]]: Decoded Message to Finesse from backend cti server
 
0000027183: 10.56.62.25: %[call-id []]% %[agent-id [3857152]]% Jan 09 2020 12:49:58.712 +0700: %CCBU_EVENT_POOL-1-worker-39-6-WRAP_UP_AGENT_PROCESS_END: %[call_id=16818650][extension=6765][messageId=AgentStateEvent][state=LCS_DROPPED]: processed event
 
0000027192: 10.56.62.25: %[call-id []]% %[agent-id [3857152]]% Jan 09 2020 12:49:58.720 +0700: %CCBU_EVENT_POOL-1-worker-39-6-Agent.handleDifferentState:  Agent with extension 1234 moving out from wrap up state to READY
 
Client sent the wrap-up request after few milliseconds
 
2020-01-09T12:49:58.838 +07:00: 33516D:  Jan 09 2020 12:49:58.787 +0700: CallControl : [ClientServices] Dialog: requestId='315e63af-db9e-4798-9663-4a5980745ebb', Making REST request: method=PUT,
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