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Cisco Bug: CSCvv57554 - CTI config message processing broken leading to agent unable to login & loss of team resource data

Last Modified

Sep 09, 2020

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

12.0(1)

Description (partial)

Symptom:
Symptoms of this problem include :

1. Agents not being able to log into Finesse Desktop
2. Supervisors for the teams containing the agents who are unable to login, may see "ghost agents" in their Team Performance gadgets i.e. the gadget will show no agent name, the stats for the agent will be a "grey dot" and the time in state counter will keep increasing.
3. When the supervisor tries to force logout such an agent, using the Team Performance Gagdet on Finesse, the logout will fail with the message "HTTP 500 Error" in red.
4. A GET API request for this agent will show no state for the agent.

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<User>
    <dialogs>/finesse/api/User/<Agent ID>/Dialogs</dialogs>
    <loginId><Redacted></loginId>
    <loginName><Redacted</loginName>
    <mediaType>1</mediaType>
    <pendingState></pendingState>
    <roles>
        <role>Agent</role>
    </roles>
    <settings>
        <wrapUpOnIncoming></wrapUpOnIncoming>
        <wrapUpOnOutgoing></wrapUpOnOutgoing>
    </settings>
    <state></state> -----> No State
    <stateChangeTime><Redacted></stateChangeTime>
    <teamId>7</teamId>
    <teamName><Redacted></teamName>
    <uri>/finesse/api/User/<AgentID></uri>
    <wrapUpTimer>-1</wrapUpTimer>
</User>

Conditions:
When running Co-Resident Finesse 12.5ES02
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Bug Details Include

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  • Status
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