AnsweredAssumed Answered

Is it possible to see the raw data that are sent from Finesse to CTI server?

Question asked by huy.phan1 on Dec 13, 2016
Latest reply on Dec 15, 2016 by huy.phan1

I have an application that log the agent in using SetAgentStateReq message that worked on UCCX version 11.  Since we've upgraded to version 11.5 the login method no longer work.  I've noticed that version 11.5 introduced a new flag SSOflag which I can see from a finesse trace.

 

Finesse open a request using protocol version 16 and get a successful confirmation from CTI server:

000002148: 10.11.81.154: Dec 09 2016 11:42:52.894 -0500: %CCBU_pool-17-thread-1-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :122 , perpheralId: 0, versionNumber : 16, idleTimeout : 120, servicesRequested: 0x94019e, callMsgMask: 0x6fffff, configMsgMask: 0xf, clientId: Finesse, clientPass: passwd, clientSignature: null, agentExtension: null, agentId: null, agentInstrument: null applicationPathId: 0][cti_message_name=OpenReq]: Message going to the backend cti server

0000002149: 10.11.81.154: Dec 09 2016 11:42:52.915 -0500: %CCBU_pool-23-thread-2-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=OpenConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0000002150: 10.11.81.154: Dec 09 2016 11:42:52.917 -0500: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=DnD-CHECKPOINT-1 - Processing CTIMesssageEvent - OpenConf CTI_RCV_TIME:Dec 09 2016 11:42:52.914][cti_sequence_id=122]: Message coming to Finesse from backend cti server

0000002151: 10.11.81.154: Dec 09 2016 11:42:52.918 -0500: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=DnD-CHECKPOINT-2a - Message Decoded - OpenConf][cti_sequence_id=122]: Message coming to Finesse from backend cti server.  I noticed that there are no documentation as to what is the SSOFlag field for version 16 but there is in version 20 and the field ID is 257 but you cannot send the float field id 257 because its too big for the float field id in version 16.  So is it possible for us to get a CTI server trace of the raw data what exactly are sent by Finesse to the CTI server?

 

below are the trace I've extracted from the system.

inesse log the agent into the ACD sending SetAgentStateReq to CTI server and received the event and confirmation from the CTI server:

0000002841: 10.11.81.154: Dec 09 2016 11:43:36.931 -0500: %CCBU_CoreImpl-worker2-6-MESSAGE_TO_CTI_SERVER: %[cti_message=Invoke id :125 , agentstate : 0, workmode : 0, reason code: 0, forceflag :1, agentcapacity: 1, agentext: 8623, agentid: cons8623, supervisorid: null, ssoFlag=false][cti_message_name=SetAgentStateReq]: Message going to the backend cti server

0000002842: 10.11.81.154: Dec 09 2016 11:43:37.233 -0500: %CCBU_pool-23-thread-15-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=SystemEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0000002843: 10.11.81.154: Dec 09 2016 11:43:37.235 -0500: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=DnD-CHECKPOINT-1 - Processing CTIMesssageEvent - SystemEvent CTI_RCV_TIME:Dec 09 2016 11:43:37.233][cti_sequence_id=183]: Message coming to Finesse from backend cti server

0000002844: 10.11.81.154: Dec 09 2016 11:43:37.235 -0500: %CCBU_CTIMessageEventExecutor-0-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=DnD-CHECKPOINT-2a - Message Decoded - SystemEvent][cti_sequence_id=183]: Message coming to Finesse from backend cti server

0000002845: 10.11.81.154: Dec 09 2016 11:43:37.235 -0500: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_message=CTISystemEvent [pgStatus=1024, icmCentral=1481301817, systemEventID=11, systemEventArg1=0, systemEventArg2=0, systemEventArg3=0, eventDeviceType=76, text=, eventDeviceID=8623]CTIMessageBean [invokeID=null, cti_sequence_id=183, msgID=31, timeTracker={"id":"SystemEvent","CTI_MSG_RECEIVED":1481301817234,"CTI_MSG_DISPATCH":1481301817235}, msgName=SystemEvent, deploymentType=CCX]][cti_response_time=1][dispatch_phase=DnD-CHECKPOINT-3B]: Decoded Message to Finesse from backend cti server

0000002846: 10.11.81.154: Dec 09 2016 11:43:37.254 -0500: %CCBU_pool-23-thread-13-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=AgentStateEvent][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0000002847: 10.11.81.154: Dec 09 2016 11:43:37.256 -0500: %CCBU_pool-23-thread-17-6-MESSAGE_FROM_CTI_SERVER: %[cti_message_name=SetAgentStateConf][cti_sequence_id=0]: Message coming to Finesse from backend cti server

0000002848: 10.11.81.154: Dec 09 2016 11:43:37.273 -0500: %CCBU_CTIMessageEventExecutor-0-6-LogMessage: %[message_string=DISPATCHER-ADDED-ALLSEQ :RunnableHandler]: message :

Outcomes