UrbanGeeks Tech Blog

Friday, April 1, 2016

How to determine SFP module installed in Cisco Devices

Below There are some commands that will aide in determining what type of SFP is currently installed on your devices.

Cisco Router- example CISCO7204VXR

Show inventory raw

NAME: "module 0/1", DESCR: "1000BaseLX"
PID: , VID: , SN:

Cisco Switch- example 6500

Show inventory raw

NAME: "Chassis 1 Transceiver Te1/5/4", DESCR: "Chassis 1 X2 Transceiver 10Gbase-LX4 Te1/5/4"
PID: X2-10GB-LX4 , VID: V04 , SN: XXXXXXX

Cisco Switch- example Nexus 5K

Show interfaces capabilities

Ethernet1/2
Model: N5K-C5596UP-SUP
Type (SFP capable): 1000base-SX
Speed: 1000,10000
Duplex: full
Trunk encap. type: 802.1Q

Thursday, July 16, 2015

How to determine if DTMF Digits are being passed SIP using RTP-NTE

Call Flow Example: PSTN>>>CUBE>>>CVP>>>ICM

Example Scenerio : Customers call 800-555-1234, and press 9 to dial by extension at IVR prompt and then press desired extension 78945.

You check the route call detail for the call and see that caller entered digits does not equal 78945. (7894 for example)

You check CVP logs and the caller entered digits the same as shown in ICM.

Next, you want to determine if CUBE is receiving the correct digits from the telco and if its forwarding the correct digits.

Use debug voip rtp session named-event on the CUBE to see the DTMF digits entered by the caller.

Example Output

40579832: .Jul 16 14:41:03.899: s=VoIP d=DSP payload 0x64 ssrc 0xA8633D3B sequence 0x6057 timestamp 0xC371A6EC

40579833: .Jul 16 14:41:03.899: <<<Rcv> Pt:100 Evt:8 Pkt:0A 00 00

40579834: .Jul 16 14:41:03.899: s=DSP d=VoIP payload 0x64 ssrc 0xA8633D3B sequence 0x6057 timestamp 0xC371A6EC

40579835: .Jul 16 14:41:03.899: Pt:100 Evt:8 Pkt:0A 00 00 <Snd>>>

40579836: .Jul 16 14:41:03.919: s=VoIP d=DSP payload 0x64 ssrc 0xA8633D3B sequence 0x6059 timestamp 0xC371A6EC

40579837: .Jul 16 14:41:03.919: <<<Rcv> Pt:100 Evt:8 Pkt:0A 00 A0

40579838: .Jul 16 14:41:03.919: s=DSP d=VoIP payload 0x64 ssrc 0xA8633D3B sequence 0x6059 timestamp 0xC371A6EC

40579839: .Jul 16 14:41:03.919: Pt:100 Evt:8 Pkt:0A 00 A0 <Snd>>>

40579840: .Jul 16 14:41:03.939: s=VoIP d=DSP payload 0x64 ssrc 0xA8633D3B sequence 0x605B timestamp 0xC371A6EC

40579841: .Jul 16 14:41:03.939: <<<Rcv> Pt:100 Evt:8 Pkt:0A 01 40

40579842: .Jul 16 14:41:03.939: s=DSP d=VoIP payload 0x64 ssrc 0xA8633D3B sequence 0x605B timestamp 0xC371A6EC

40579843: .Jul 16 14:41:03.939: Pt:100 Evt:8 Pkt:0A 01 40 <Snd>>>

40579844: .Jul 16 14:41:03.959: s=VoIP d=DSP payload 0x64 ssrc 0xA8633D3B sequence 0x605D timestamp 0xC371A6EC

40579845: .Jul 16 14:41:03.959: <<<Rcv> Pt:100 Evt:8 Pkt:0A 01 E0

40579846: .Jul 16 14:41:03.959: s=DSP d=VoIP payload 0x64 ssrc 0xA8633D3B sequence 0x605D timestamp 0xC371A6EC

40579847: .Jul 16 14:41:03.959: Pt:100 Evt:8 Pkt:0A 01 E0 <Snd>>>

40579848: .Jul 16 14:41:03.979: s=VoIP d=DSP payload 0x64 ssrc 0xA8633D3B sequence 0x605F timestamp 0xC371A6EC

40579849: .Jul 16 14:41:03.979: <<<Rcv> Pt:100 Evt:8 Pkt:0A 02 80

40579850: .Jul 16 14:41:03.979: s=DSP d=VoIP payload 0x64 ssrc 0xA8633D3B sequence 0x605F timestamp 0xC371A6EC

40579851: .Jul 16 14:41:03.979: Pt:100 Evt:8 Pkt:0A 02 80 <Snd>>>

Based on the output above

EVT:8 would be the digit pressed by the caller.

SSRC = Synchronization source identifier uniquely identifies the source of a stream. Therefore , if customer dialed 8 to dial by extension then ext. 78945 all the digits pressed on this call would have the same SSRC ID.

<<<Rcv>/ <Snd>>> = Received and sent packets under normal behavior a packet that is received from one leg of the call is sent to the other leg of the call.

SequenceThe sequence number is incremented by one for each RTP data packet sent and is to be used by the receiver to detect packet loss and to restore packet sequence.

Thursday, December 18, 2014

Traditional SRST Outbound CallerID Manipulation

Scenario:

T1 PRI provider only allows outbound calls on their trunk from DID's assigned to the circuit. This would not be a noticeable problem when your enterprise endpoints are registered to CUCM and the proper external phone number masks are configured or when using CME SRST configuration where you can assign the external phone number masks to the enterprise phones. However, Traditional SRST does not provide the flexibility to configure this option and therefore digit manipulation needs to take place.

Example:

You have DID range 212-555- 1100 to 212-555-1110. Your corresponding internal extensions 1100-1110.

In traditional SRST, the phones use the same configuration file they downloaded from CUCM when they register to their SRST reference gateway. Therefore their Calling party number will appear as their 4 digit DN in this case.

When the phone with extension 1100 attempts to make an outbound call via the PRI the provider will send the cause code below since they are expecting and will only allow calls from one of the assigned DID's/

Cause i = 0x82B9 - Bearer capability not presently authorized

The same error will be returned by the provider if an incoming call to 1100 is forwarded to external voicemail since the redirecting number would be 1100.

Solution:

We need to use voice translation rules to resolve the issue.

voice translation-rule 5

rule 1 /^11\(..\)/ /21255511\1/

Matches number beginning with 11 and followed by any two digits. Prefixes 21255511

voice translation-profile SRST_Outbound_CallerID

translate calling 5

Creates a profile which applies translation-rule 5 to calling number

Dial-peer voice 100 pots

destination-pattern [2-9]..[2-9]...

translation-profile outgoing SRST_Outbound_CallerID

Applies translation profile in the outgoing direction to your matching outbound dial-peer

If your using an external number to forward calls to voicemail we need to translate the redirecting number as well.

example: 718-555-2222 calls 212-555-1100 while in Traditional SRST fallback mode. The call gets forwarded to an external number 646-555-5555 which routes the call to your Unity Connection server. Since the phone is configured with extension 1100 that would be the redirecting number sent to the PSTN. The call will be rejected by the carrier.

Solution:

voice translation-rule 6

rule 1 /^11\(..\)/ /21255511\1/

match your internal for digit extension and translate it to the 10 digit DID expected by the carrier

voice translation-profile SRST_Redirect_VM

translate redirect-called 6

Create translation profile which will apply translation rule 6 to the redirecting number

dial-peer voice 500 pots

destination-pattern 6465555555

translation-profile outgoing SRST_Redirect_VM

Apply the profile to the matching outbound dial-peer of the external voice mail number

Note: Cisco documents that the translation profile can be applied under call-manager fallback but it did not work for me and I did not test it further. Also make sure you understand the effects of applying the profiles to the dial-peer since these are used in non SRST mode as well.

Tuesday, June 10, 2014

How to verify network disconnects from a Windows machine

EventViewer -> Application and Services -> Microsoft -> Windows -> Network Profile -> <right click> Operational -> Filter Current Log -> enter event ID 10001 -> click OK

Here we should see all connect/disconnect events for the machine's interfaces.

Tuesday, February 18, 2014

Basic CTIOS Desktop log Analysis Example

In this example agent logs in, goes ready, receives call, places call on hold , retrieves call and releases call.

01/21/14 13:25:33.165 CTIOSTrace - InitInstance(), Creating window for message processing...

01/21/14 13:25:33.172 CTIOSTrace - InitInstance(), Created window.

01/21/14 13:25:33.172 CTIOSTrace - InitInstance(), Starting message pump...

01/21/14 13:25:33.172 CTIOSTrace - CConnectionMonitor::MonitorThread()

01/21/14 13:25:33.172 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 0 Connections.

01/21/14 13:25:33.183 CTIOSTrace - CConnectionMonitor::AddClient(CTIOSSoftphone.exe_7464_6632).

01/21/14 13:25:33.183 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting for list to be modified

01/21/14 13:25:33.183 CTIOSTrace - CConnectionMonitor::AddClient, Adding Connection 0, (CTIOSSoftphone.exe_7464_6632)

01/21/14 13:25:33.183 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 1 Connections.

01/21/14 13:25:33.183 ********* Started logging facility for CTIOSSoftphone.exe_7464_6632 *********

01/21/14 13:25:33.184 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, ServerMonitorThread started successfully.

01/21/14 13:25:33.184 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, Debug Output is OFF.

01/21/14 13:25:33.184 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, Screen Output is ON.

01/21/14 13:25:33.184 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, WaitThread started successfully.

01/21/14 13:25:33.185 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, WaitCurUserThread started successfully.

01/21/14 13:25:33.256 CTIOSTrace - CConnectionMonitor::AddClient(CTIOSSoftphone.exe_7464_7240).

01/21/14 13:25:33.256 CTIOSTrace - CConnectionMonitor::AddClient, Adding Connection 1, (CTIOSSoftphone.exe_7464_7240)

01/21/14 13:25:33.256 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting for list to be modified

01/21/14 13:25:33.256 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 2 Connections.

01/21/14 13:25:33.257 ********* Started logging facility for CTIOSSoftphone.exe_7464_7240 *********

01/21/14 13:25:33.260 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, ServerMonitorThread started successfully.

01/21/14 13:25:33.261 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, Debug Output is OFF.

01/21/14 13:25:33.262 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, Screen Output is ON.

01/21/14 13:25:33.267 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, WaitThread started successfully.

01/21/14 13:25:33.268 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, WaitCurUserThread started successfully.

01/21/14 13:25:35.847 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::SetSupervisorSilentMonitorMode

01/21/14 13:25:40.715 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::Connect: Missing CTIOS_MAXHEARTBEATS keyword. Using default value [3]

01/21/14 13:25:40.733 7464 CTIOSSoftphone Thd(4568) CCtiOsObject(04A84DB0)::ReportError( Code(-100) )

(Agent desktop connects to CTIOS Server ‘s IP address and port number)

01/21/14 13:25:40.741 7464 CTIOSSoftphone Thd(4568) ** Attempting to connect to server [10.10.210.21 (10.10.210.21) port:42028] **

01/21/14 13:25:43.742 7464 CTIOSSoftphone Thd(4568) CNetPort(04ADCB40)::InitializeSecureSockets(), security path [C:\Program Files\Cisco Systems\CTIOS Client\CTIOS Security\]

01/21/14 13:25:43.742 7464 CTIOSSoftphone Thd(4568) CNetPort(04ADCB40)::InitializeSecureSockets(), HandshakeTime [5000]

01/21/14 13:25:45.212 7464 CTIOSSoftphone Thd(4568) CSSLCtx::ConfigCACert(), error:02001002:system library:fopen:No such file or directory

01/21/14 13:25:45.212 7464 CTIOSSoftphone Thd(4568) CSSLCtx(04AAB248)::ConfigCACert(), Error loading certificates locations

01/21/14 13:25:45.212 7464 CTIOSSoftphone Thd(4568) CSSLClient(04AAB248)::Init(), failed to configure CA certificate

01/21/14 13:25:45.212 7464 CTIOSSoftphone Thd(4568) CNetPort(04ADCB40)::OpenSecure, failed to create, set, and configure Context and SSL objects

( Connection successful . CTIOS Server should show online in agent desktop status bar)

01/21/14 13:25:45.213 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eOnConnection ), EnablementMask = ffffffff

01/21/14 13:25:45.213 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (MsgID:eOnConnection EvtTime:24345213 CurSvr:10.10.210.21 CurPort:42028 SecConn:0)

01/21/14 13:25:45.214 7464 CTIOSSoftphone Thd(4332) NotifyConnectionRestored:: Adding system event eSysCTIOSServerOnline

01/21/14 13:25:45.247 7464 CTIOSSoftphone Thd(4568) CCtiOsObject(04A84DB0)::ReportError( Code(-100) )

01/21/14 13:25:45.247 7464 CTIOSSoftphone Thd(4568) CComCtiosObject::GetValueArray. No value associated with property -> Login

01/21/14 13:25:45.249 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eGlobalSettingsDownloadRequest)

01/21/14 13:25:45.249 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (DsktpTyp:0)

01/21/14 13:25:45.250 7464 CTIOSSoftphone Thd(4568) CCtiOsObject(04A84DB0)::ReportError( Code(-100) )

01/21/14 13:25:45.250 7464 CTIOSSoftphone Thd(4568) CComCtiosObject::GetValueArray. No value associated with property -> Login

01/21/14 13:25:45.253 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eGlobalSettingsDownloadConf ), EnablementMask = ffffffff

(Agent desktop downloading its settings )

01/21/14 13:25:45.254 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (MsgID:eGlobalSettingsDownloadConf DsktpSetngs:(ScrnPref:(MainScreen:(AgentStatisticsIntervalSec:15 BringToFrontOnCall:1 FlashOnCall:0 RecordingEnabled:0) TeamRealTime:(ColumnAutoResize:0)) Grid:(SGStats:(Col:(1:(Typ:SkillGroupNumber Hdr:SkillGroupNumber) 10:(Typ:AgentsTalkingOther Hdr:AgentsTalkingOther) 11:(Typ:AgentsHold Hdr:AgentsHold) 12:(Typ:AgentsReserved Hdr:AgentsReserved) 13:(Typ:AgentsBusyOther Hdr:AgentsBusyOther) 14:(Typ:AgentsWorkNotReady Hdr:AgentsWorkNotReady) 15:(Typ:AgentsWorkReady Hdr:AgentsWorkReady) 16:(Typ:HandledCallsToday Hdr:HandledCallsToday) 17:(Typ:HandledCallsTalkTimeToday Hdr:HandledCallsTalkTimeToday) 2:(Typ:SkillGroupName Hdr:SkillGroupName) 3:(Typ:RouterCallsQNow Hdr:RouterCallsQNow) 4:(Typ:LongestRouterCallQNow Hdr:LongestRouterCallQNow) 5:(Typ:AgentsLoggedOn Hdr:AgentsLoggedOn) 6:(Typ:AgentsNotReady Hdr:AgentsNotReady) 7:(Typ:AgentsReady Hdr:AgentsReady) 8:(Typ:AgentsTalkingIn Hdr:AgentsTalkingIn) 9:(Typ:AgentsTalkingOut Hdr:AgentsTalkingOut))) AGStats:(Col:(1:(Typ:CallsHandledToday Hdr:CallsHandledToday) 2:(Typ:HandledCallsTimeToday Hdr:HandledCallsTimeToday) 3:(Typ:TimeTalkingToday Hdr:TimeTalkingToday) 4:(Typ:TimeHoldingToday Hdr:TimeHoldingToday) 5:(Typ:TimeReadyToday Hdr:TimeReadyToday) 6:(Typ:TimeNotReadyToday Hdr:TimeNotReadyToday)))CallAppearance:(Col:(1:(Typ:CallID Hdr:CallID) 10:(Typ:Var2 Hdr:Var2editable:true maxchars:40) 11:(Typ:Var3 Hdr:Var3editable:true maxchars:40) 12:(Typ:Var4 Hdr:Var4editable:true maxchars:40) 13:(Typ:Var5 Hdr:Var5editable:true maxchars:40) 14:(Typ:Var6 Hdr:Var6editable:true maxchars:40) 15:(Typ:Var7 Hdr:Var7editable:true maxchars:40) 16:(Typ:Var8 Hdr:Var8editable:true maxchars:40) 17:(Typ:Var9 Hdr:Var9editable:true maxchars:40) 18:(Typ:Var10 Hdr:Var10editable:true maxchars:40) 2:(Typ:CallStatus Hdr:CallStatus) 3:(Typ:CallType Hdr:CallType) 4:(Typ:DNIS Hdr:DNIS) 5:(Typ:ANI Hdr:ANI) 6:(Typ:CED Hdr:CED) 7:(Typ:DialedNumber Hdr:DialedNumber) 8:(Typ:Wrapup Hdr:Wrapupeditable:true maxchars:39) 9:(Typ:Var1 Hdr:Var1editable:true maxchars:40)))) Login:(ConnProfs:(UCCE:(PrphID:5000 CtiOsA:sprawler CtiOsB:sprawler PortA:42028 PortB:42028 HB:5 MaxHBs:3 AutoLogin:1 WarnIfAlrdyLogdIn:0 ShowFldBitMsk:163 RejIfAlrdyLogdIn:0 IPCCSMEnbl:0 TOS:104 RasCallMode:0SwitchCapabilityBitMask:2134842367 WarnIfSilentMonitored:0)))IPCCSilentMonitor:(Settings:(HBIntv:5 MediaTermPort:4000 TOS:184 MonIPPort:39200 HBTmout:15CCMBasedSilentMonitor:0)) SoundPreferences:(DTMF:(Mute:0) DialTone:(Mute:0) OrgTone:(Mute:1) RngInTone:(Mute:1) All:(Mute:0)) Version:()) CILConnID:21)

01/21/14 13:25:45.254 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnGlobalSettingsDownloadConf()

01/21/14 13:25:45.255 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::DeskSetting(ScreenPreferences) (MainScreen:(AgentStatisticsIntervalSec:15 BringToFrontOnCall:1 FlashOnCall:0 RecordingEnabled:0) TeamRealTime:(ColumnAutoResize:0))

01/21/14 13:25:45.255 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::DeskSetting(Grid) (SGStats:(Col:(1:(Typ:SkillGroupNumber Hdr:SkillGroupNumber) 10:(Typ:AgentsTalkingOther Hdr:AgentsTalkingOther) 11:(Typ:AgentsHold Hdr:AgentsHold) 12:(Typ:AgentsReserved Hdr:AgentsReserved) 13:(Typ:AgentsBusyOther Hdr:AgentsBusyOther) 14:(Typ:AgentsWorkNotReady Hdr:AgentsWorkNotReady) 15:(Typ:AgentsWorkReady Hdr:AgentsWorkReady) 16:(Typ:HandledCallsToday Hdr:HandledCallsToday) 17:(Typ:HandledCallsTalkTimeToday Hdr:HandledCallsTalkTimeToday) 2:(Typ:SkillGroupName Hdr:SkillGroupName) 3:(Typ:RouterCallsQNow Hdr:RouterCallsQNow) 4:(Typ:LongestRouterCallQNow Hdr:LongestRouterCallQNow) 5:(Typ:AgentsLoggedOn Hdr:AgentsLoggedOn) 6:(Typ:AgentsNotReady Hdr:AgentsNotReady) 7:(Typ:AgentsReady Hdr:AgentsReady) 8:(Typ:AgentsTalkingIn Hdr:AgentsTalkingIn) 9:(Typ:AgentsTalkingOut Hdr:AgentsTalkingOut))) AGStats:(Col:(1:(Typ:CallsHandledToday Hdr:CallsHandledToday) 2:(Typ:HandledCallsTimeToday Hdr:HandledCallsTimeToday) 3:(Typ:TimeTalkingToday Hdr:TimeTalkingToday) 4:(Typ:TimeHoldingToday Hdr:TimeHoldingToday) 5:(Typ:TimeReadyToday Hdr:TimeReadyToday) 6:(Typ:TimeNotReadyToday Hdr:TimeNotReadyToday)))CallAppearance:(Col:(1:(Typ:CallID Hdr:CallID) 10:(Typ:Var2 Hdr:Var2editable:true maxchars:40) 11:(Typ:Var3 Hdr:Var3editable:true maxchars:40) 12:(Typ:Var4 Hdr:Var4editable:true maxchars:40) 13:(Typ:Var5 Hdr:Var5editable:true maxchars:40) 14:(Typ:Var6 Hdr:Var6editable:true maxchars:40) 15:(Typ:Var7 Hdr:Var7editable:true maxchars:40) 16:(Typ:Var8 Hdr:Var8editable:true maxchars:40) 17:(Typ:Var9 Hdr:Var9editable:true maxchars:40) 18:(Typ:Var10 Hdr:Var10editable:true maxchars:40) 2:(Typ:CallStatus Hdr:CallStatus) 3:(Typ:CallType Hdr:CallType) 4:(Typ:DNIS Hdr:DNIS) 5:(Typ:ANI Hdr:ANI) 6:(Typ:CED Hdr:CED) 7:(Typ:DialedNumber Hdr:DialedNumber) 8:(Typ:Wrapup Hdr:Wrapupeditable:true maxchars:39) 9:(Typ:Var1 Hdr:Var1editable:true maxchars:40))))

01/21/14 13:25:45.256 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::DeskSetting(Login) (ConnProfs:(UCCE:(PrphID:5000 CtiOsA:sprawler CtiOsB:sprawler PortA:42028 PortB:42028 HB:5 MaxHBs:3 AutoLogin:1 WarnIfAlrdyLogdIn:0 ShowFldBitMsk:163 RejIfAlrdyLogdIn:0 IPCCSMEnbl:0 TOS:104 RasCallMode:0SwitchCapabilityBitMask:2134842367 WarnIfSilentMonitored:0)))

01/21/14 13:25:45.256 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::DeskSetting(IPCCSilentMonitor) (Settings:(HBIntv:5 MediaTermPort:4000 TOS:184 MonIPPort:39200 HBTmout:15CCMBasedSilentMonitor:0))

01/21/14 13:25:45.256 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::DeskSetting(SoundPreferences) (DTMF:(Mute:0) DialTone:(Mute:0) OrgTone:(Mute:1) RngInTone:(Mute:1) All:(Mute:0))

01/21/14 13:25:45.256 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::DeskSetting(Version) ()

(I closed the agent desktop.)

01/21/14 13:25:45.578 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eOnConnectionClosed ), EnablementMask = ffffffff

01/21/14 13:25:45.578 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (MsgID:eOnConnectionClosed)

01/21/14 13:25:45.578 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnConnectionClosed()

-------------------------------------------------------------------------------------------------------------------------------------------------

( I reopened the agent desktop)

01/21/14 13:26:02.421 CTIOSTrace - CConnectionMonitor::AddClient(CTIOSSoftphone.exe_7464_4960).

01/21/14 13:26:02.421 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting for list to be modified

01/21/14 13:26:02.421 CTIOSTrace - CConnectionMonitor::AddClient, Adding Connection 2, (CTIOSSoftphone.exe_7464_4960)

01/21/14 13:26:02.421 CTIOSTrace - CConnectionMonitor::MonitorThread, Waiting on 3 Connections.

01/21/14 13:26:02.421 ********* Started logging facility for CTIOSSoftphone.exe_7464_4960 *********

01/21/14 13:26:02.421 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, ServerMonitorThread started successfully.

01/21/14 13:26:02.421 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, Debug Output is OFF.

01/21/14 13:26:02.421 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, Screen Output is ON.

01/21/14 13:26:02.422 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, WaitThread started successfully.

01/21/14 13:26:02.422 7464 CTIOSSoftphone Thd(4568) LogWrapper::Start, WaitCurUserThread started successfully.

01/21/14 13:26:08.015 7464 CTIOSSoftphone Thd(4568) CSSLClient(04AAB248)::SaveClientCacheSession(), SSL object is NULL

01/21/14 13:26:08.019 7464 CTIOSSoftphone Thd(4568) Attempting to resolve hostname [sprawler] to IP address (gethostbyname).

( reconnecting to CTIOS Server)

01/21/14 13:26:08.039 7464 CTIOSSoftphone Thd(4568) ** Attempting to connect to server [sprawler (10.10.210.21) port:42028] **

01/21/14 13:26:08.041 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eOnConnection ), EnablementMask = ffffffff

01/21/14 13:26:08.041 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (MsgID:eOnConnection EvtTime:24368041 CurSvr:sprawler CurPort:42028 SecConn:0)

01/21/14 13:26:08.041 7464 CTIOSSoftphone Thd(4332) NotifyConnectionRestored:: Adding system event eSysCTIOSServerOnline

01/21/14 13:26:08.046 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eIdentifyClientRequest)

01/21/14 13:26:08.046 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (ClntPwd:(null) CILClntID:elvinmorales-PC-7464-4332)

01/21/14 13:26:08.047 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eSetSessionModeRequest)

( Initial agent state is unknown)

01/21/14 13:26:08.047 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (PrphID:5000 PrphTyp:0 AGState:eUnknown AvailTimeTdy:0 LogdOnTimeTdy:0 NotRdyTimeTdy:0 AGOutCallsTdy:0 AGOutCallsTlkTimeTdy:0 AGOutCallsTimeTdy:0 AGOutCallsHldTdy:0 AGOutCallsHldTimeTdy:0 HdlCallsTdy:0 HdlCallsTlkTimeTdy:0 HdlCallsTimeTdy:0 IncCallsHldTdy:0 IncCallsHldTimeTdy:0 IntCallsHldTdy:0 IntCallsHldTimeTdy:0 AvailTimeSess:0 LogdOnTimeSess:0 NotRdyTimeSess:0 AGOutCallsSess:0 AGOutCallsTlkTimeSess:0 AGOutCallsTimeSess:0 AGOutCallsHldSess:0 AGOutCallsHldTimeSess:0 HdlCallsSess:0 HdlCallsTlkTimeSess:0 HdlCallsTimeSess:0 IncCallsHldSess:0 IncCallsHldTimeSess:0 IntCallsSess:0 IntCallsTimeSess:0 IntCallsRcvdTimeSess:0 IntCallsHldSess:0 IntCallsHldTimeSess:0 IntCallsTdy:0 IntCallsTimeTdy:0 HdlCallsAftCallTimeSess:0 HdlCallsAftCallTimeTdy:0 MRDID:0 ICMAGID:0 AGMode:2 MaxTaskLim:0 NumTasks:0 AGExt:(null) AGID:9111 AGInstr:5002 SGs:() UniqObjID:(null) IntCallsRcvdTdy:0 IntCallsRcvdTimeTdy:0 IntCallsRcvdSess:0 ClntAGTempID:agent.1390332362 ClassId:1 IsSupv:0 LstErr:(4568:1) ConnMode:1 AutoLogin:1 SavAGState:9 WaitforRecvry:0 SavLoginInfo:() CurProf:UCCE LoginTime:0 IsAGTeamMbr:0 AGAvailStatus:-1 ICMAvailTimeSess:0 RoutblTimeTdy:0 ICMAvailTimeTdy:0 RoutblTimeSess:0 LoginNam:(null) AGCallMode:0 SMTgtAGUID:(null) SMCallUID:(null))

(

01/21/14 13:26:08.048 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eIdentifyClientConf ), EnablementMask = ffffffff

01/21/14 13:26:08.048 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (ClntPwd:(null) ClntAddr:10.10.100.254 MsgID:eIdentifyClientConf CILClntID:elvinmorales-PC-7464-4332 ProdVer:7.1 SMMode:1)

01/21/14 13:26:08.048 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnIdentifyClientConf()

01/21/14 13:26:08.051 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSetAgentModeEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.051 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:0 AGState:eUnknown AvailTimeTdy:0 LogdOnTimeTdy:0 NotRdyTimeTdy:0 AGOutCallsTdy:0 AGOutCallsTlkTimeTdy:0 AGOutCallsTimeTdy:0 AGOutCallsHldTdy:0 AGOutCallsHldTimeTdy:0 HdlCallsTdy:0 HdlCallsTlkTimeTdy:0 HdlCallsTimeTdy:0 IncCallsHldTdy:0 IncCallsHldTimeTdy:0 IntCallsHldTdy:0 IntCallsHldTimeTdy:0 AvailTimeSess:0 LogdOnTimeSess:0 NotRdyTimeSess:0 AGOutCallsSess:0 AGOutCallsTlkTimeSess:0 AGOutCallsTimeSess:0 AGOutCallsHldSess:0 AGOutCallsHldTimeSess:0 HdlCallsSess:0 HdlCallsTlkTimeSess:0 HdlCallsTimeSess:0 IncCallsHldSess:0 IncCallsHldTimeSess:0 IntCallsSess:0 IntCallsTimeSess:0 IntCallsRcvdTimeSess:0 IntCallsHldSess:0 IntCallsHldTimeSess:0 IntCallsTdy:0 IntCallsTimeTdy:0 HdlCallsAftCallTimeSess:0 HdlCallsAftCallTimeTdy:0 MRDID:0 ICMAGID:0 AGMode:2 MaxTaskLim:0 NumTasks:0 AGExt:(null) AGID:9111 AGInstr:5002 SGs:() UniqObjID:agent.5000.9111 MsgID:eSetAgentModeEvent IntCallsRcvdTdy:0 IntCallsRcvdTimeTdy:0 IntCallsRcvdSess:0 ClntAGTempID:agent.1390332362 ClassId:1 IsSupv:0 LstErr:(4568:1) ConnMode:1 Filt:filtertarget = agent.5000.9111 CILConnID:22 AutoLogin:1 SavAGState:9 WaitforRecvry:0 SavLoginInfo:() StatusSys:(StatusCTISvr:1 StatusCtiSvrDvr:1 StatusCC:1 StatusPrphs:(5000:1)) CurProf:UCCE LoginTime:0 IsAGTeamMbr:0 AGAvailStatus:-1 ICMAvailTimeSess:0 RoutblTimeTdy:0 ICMAvailTimeTdy:0 RoutblTimeSess:0 OrgClntID:elvinmorales-PC-7464-4332 LoginNam:(null) BlkAllEvts:1 AGCallMode:0 SMTgtAGUID:(null) SMCallUID:(null))

( Agent state identified as logged out)

01/21/14 13:26:08.052 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111] eSetAgentModeEvent

01/21/14 13:26:08.056 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eQueryAgentStateConf ), EnablementMask = 1000000

01/21/14 13:26:08.056 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 AGState:eLogout NumSGs:3 MRDID:1 ICMAGID:5003 AGMode:0 MaxTaskLim:0 NumTasks:0 AGExt:5002 AGID:9111 AGInstr:5002 Msk:0x1000000 UniqObjID:agent.5000.9111 MsgID:eQueryAgentStateConf IncWrpupStr:(string0:Insert incoming wrapup string 0 here. string1:Insert incoming wrapup string 1 here. string2:Insert incoming wrapup string 2 here. string3:Insert incoming wrapup string 3 here.) NotRdyRsnCodes:(Insert not ready reason code 1 here.:1 Insert not ready reason code 2 here.:2 Insert not ready reason code 3 here.:3 Insert not ready reason code 4 here.:4) LogoutRsnCodes:(Insert logout reason code 1 here.:1 Insert logout reason code 2 here.:2 Insert logout reason code 3 here.:3 Insert logout reason code 4 here.:4) NotRdyRsnReq:0 LogoutRsnReq:0 AGAvailStatus:0SkillGroup[1]:(SG#:25849 SGID:5000 SGPri:0 SGState:1) SkillGroup[2]:(SG#:1 SGID:5001 SGPri:0 SGState:1) SkillGroup[3]:(SG#:0 SGID:5002 SGPri:0 SGState:1))

01/21/14 13:26:08.057 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111]::OnQueryAgentStateConf()

( Agent logs in successfully, login information displayed)

01/21/14 13:26:08.058 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::Login()

01/21/14 13:26:08.058 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::SetAgentState()

01/21/14 13:26:08.058 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest( eSetAgentStateRequest )

01/21/14 13:26:08.058 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest: (PrphID:5000 AGState:eLogin AGWorkMode:0 AGExt:5002 AGID:9111 AGInstr:5002 AGPwd:cisco123 UniqObjID:agent.5000.9111 ClntAGTempID:agent.1390332362 ClassId:1 RmtLogin:0)

01/21/14 13:26:08.058 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eSetAgentStateRequest)

01/21/14 13:26:08.058 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (PrphID:5000 AGState:eLogin AGWorkMode:0 AGExt:5002 AGID:9111 AGInstr:5002 AGPwd:cisco123 UniqObjID:agent.5000.9111 ClntAGTempID:agent.1390332362 ClassId:1 RmtLogin:0)

01/21/14 13:26:08.060 7464 CTIOSSoftphone Thd(4332) ObjectId = agent.5000.9111 , Enablement Mask = 1000000

01/21/14 13:26:08.086 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.086 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (AGID:9111 AGLstNam:morales AGFstNam:elvin UniqObjID:agent.5000.9111 MsgID:eAgentInfoEvent SupvKey:(null) LoginNam:student1)

01/21/14 13:26:08.086 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111] eAgentInfoEvent

01/21/14 13:26:08.357 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.357 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:25849 UniqObjID:skillgroup.5000.25849 MsgID:eSkillInfoEvent SGNam:000637976542)

01/21/14 13:26:08.361 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.361 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:25849 UniqObjID:skillgroup.5000.25849 MsgID:eSkillInfoEvent SGNam:000637976542)

01/21/14 13:26:08.362 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.362 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:0 UniqObjID:skillgroup.5000.0 MsgID:eSkillInfoEvent SGNam:support.sg)

01/21/14 13:26:08.366 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.366 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:0 UniqObjID:skillgroup.5000.0 MsgID:eSkillInfoEvent SGNam:support.sg)

( Agent state changed to default Not Ready)

01/21/14 13:26:08.367 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = a1b0010

01/21/14 13:26:08.368 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eNotReady SG#:25849 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:0 SessID:0 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:5002 AGID:9111 AGInstr:5002 CTIClntSig:(null) Msk:0xa1b0010 UniqObjID:agent.5000.9111 MsgID:eAgentStateEvent DvrKey:agent.5000.9111 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0)

01/21/14 13:26:08.368 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, Event(eAgentStateEvent) is blocked.

(Agent Skillgroup information identified)

01/21/14 13:26:08.368 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.368 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:1 UniqObjID:skillgroup.5000.1 MsgID:eSkillInfoEvent SGNam:sales.sg)

01/21/14 13:26:08.371 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.371 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:1 UniqObjID:skillgroup.5000.1 MsgID:eSkillInfoEvent SGNam:sales.sg)

01/21/14 13:26:08.372 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.372 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:0 UniqObjID:skillgroup.5000.0 MsgID:eSkillInfoEvent SGNam:support.sg)

01/21/14 13:26:08.374 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.374 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:0 UniqObjID:skillgroup.5000.0 MsgID:eSkillInfoEvent SGNam:support.sg)

01/21/14 13:26:08.375 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.375 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eNotReady SG#:1 SGID:5001 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:0 SessID:0 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:5002 AGID:9111 AGInstr:5002 CTIClntSig:(null) UniqObjID:agent.5000.9111 MsgID:eAgentStateEvent DvrKey:agent.5000.9111 AGAvailStatus:0)

01/21/14 13:26:08.375 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, Event(eAgentStateEvent) is blocked.

01/21/14 13:26:08.375 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.375 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eNotReady SG#:25849 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:2 SessID:0 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:5002 AGID:9111 AGInstr:5002 CTIClntSig:(null) UniqObjID:agent.5000.9111 MsgID:eAgentStateEvent DvrKey:agent.5000.9111 AGAvailStatus:0)

01/21/14 13:26:08.376 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, Event(eAgentStateEvent) is blocked.

01/21/14 13:26:08.376 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

01/21/14 13:26:08.376 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (UniqObjID:agent.5000.9111 MsgID:eSetAgentStateConf FiltTgt:agent.5000.9111 TgtCILClntID:elvinmorales-PC-7464-4332 BlkAllEvts:0)

01/21/14 13:26:08.377 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eQueryAgentStateConf ), EnablementMask = a1b0010

01/21/14 13:26:08.378 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 AGState:eNotReady NumSGs:3 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:5002 AGID:9111 AGInstr:5002 Msk:0xa1b0010 UniqObjID:agent.5000.9111 MsgID:eQueryAgentStateConf IncWrpupStr:(string0:Insert incoming wrapup string 0 here. string1:Insert incoming wrapup string 1 here. string2:Insert incoming wrapup string 2 here. string3:Insert incoming wrapup string 3 here.) NotRdyRsnCodes:(Insert not ready reason code 1 here.:1 Insert not ready reason code 2 here.:2 Insert not ready reason code 3 here.:3 Insert not ready reason code 4 here.:4) LogoutRsnCodes:(Insert logout reason code 1 here.:1 Insert logout reason code 2 here.:2 Insert logout reason code 3 here.:3 Insert logout reason code 4 here.:4) NotRdyRsnReq:0 LogoutRsnReq:0 AGAvailStatus:0SkillGroup[1]:(SG#:25849 SGID:5000 SGPri:0 SGState:2) SkillGroup[2]:(SG#:1 SGID:5001 SGPri:0 SGState:2) SkillGroup[3]:(SG#:0 SGID:5002 SGPri:0 SGState:1))

01/21/14 13:26:08.379 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111]::OnQueryAgentStateConf()

01/21/14 13:26:08.379 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest( eEnableSkillGroupStatisticsRequest )

01/21/14 13:26:08.379 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest: (UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:08.379 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

01/21/14 13:26:08.379 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:08.380 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest( eEnableAgentStatisticsRequest )

01/21/14 13:26:08.380 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest: (UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:08.380 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

01/21/14 13:26:08.380 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:08.389 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest( eEnableSkillGroupStatisticsRequest )

01/21/14 13:26:08.389 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest: (UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:08.389 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eEnableSkillGroupStatisticsRequest)

01/21/14 13:26:08.389 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:08.390 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest( eEnableAgentStatisticsRequest )

01/21/14 13:26:08.390 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest: (UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:08.390 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eEnableAgentStatisticsRequest)

01/21/14 13:26:08.390 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:08.391 7464 CTIOSSoftphone Thd(4332) ObjectId = agent.5000.9111 , Enablement Mask = a1b0010

01/21/14 13:26:08.397 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentDeskSettingsConf ), EnablementMask = a1b0010

01/21/14 13:26:08.397 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 DeskSetngsMsk:512 WrpupDataIncMode:1 WrpupDataOutMode:1 LogoutNonActvTime:4294967295 QualRecRate:4294967295 RngNoAnsTime:4294967295 WorkModeTimer:7200 RngNoAnsDN:0 SMWarnMsg:0 SMAudInd:0 SupvAssistCallMthd:0 EmerCallMthd:0 AutoRecOnEmer:0 RecMode:0 AGID:9111 DefDevPortAddr:(null) Msk:0xa1b0010 UniqObjID:agent.5000.9111 MsgID:eAgentDeskSettingsConf NotRdyRsnReq:0 LogoutRsnReq:0)

01/21/14 13:26:08.399 7464 CTIOSSoftphone Thd(4332) ObjectId = agent.5000.9111 , Enablement Mask = a1b0010

01/21/14 13:26:08.401 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.402 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:25849 UniqObjID:skillgroup.5000.25849 MsgID:eSkillInfoEvent SGNam:000637976542)

01/21/14 13:26:08.403 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.403 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:25849 UniqObjID:skillgroup.5000.25849 MsgID:eSkillInfoEvent SGNam:000637976542)

01/21/14 13:26:08.404 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.404 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:1 UniqObjID:skillgroup.5000.1 MsgID:eSkillInfoEvent SGNam:sales.sg)

01/21/14 13:26:08.405 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.405 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:1 UniqObjID:skillgroup.5000.1 MsgID:eSkillInfoEvent SGNam:sales.sg)

01/21/14 13:26:08.405 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.405 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:25849 UniqObjID:skillgroup.5000.25849 MsgID:eSkillInfoEvent SGNam:000637976542)

01/21/14 13:26:08.406 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.406 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:25849 UniqObjID:skillgroup.5000.25849 MsgID:eSkillInfoEvent SGNam:000637976542)

01/21/14 13:26:08.407 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.407 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:1 UniqObjID:skillgroup.5000.1 MsgID:eSkillInfoEvent SGNam:sales.sg)

01/21/14 13:26:08.408 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSkillInfoEvent ), EnablementMask = ffffffff

01/21/14 13:26:08.408 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SG#:1 UniqObjID:skillgroup.5000.1 MsgID:eSkillInfoEvent SGNam:sales.sg)

01/21/14 13:26:10.613 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSnapshotDeviceConf ), EnablementMask = ffffffff

01/21/14 13:26:10.614 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (NumCalls:0 UniqObjID:device.5000.5002 MsgID:eSnapshotDeviceConf VldCalls:() NumSMTgtCalls:0)

01/21/14 13:26:10.614 7464 CTIOSSoftphone Thd(4332) [device.5000.5002] eSnapshotDeviceConf (NumCalls = 0)

(Agent goes ready and agent state changes to available)

01/21/14 13:26:17.396 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::SetAgentState()

01/21/14 13:26:17.396 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest( eSetAgentStateRequest )

01/21/14 13:26:17.396 7464 CTIOSSoftphone Thd(4568) [agent.5000.9111]::MakeRequest: (AGState:eAvailable EvtRsnCode:0 UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:17.397 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eSetAgentStateRequest)

01/21/14 13:26:17.397 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (AGState:eAvailable EvtRsnCode:0 UniqObjID:agent.5000.9111 ClassId:1)

01/21/14 13:26:17.400 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = 101b0000

01/21/14 13:26:17.400 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eAvailable SG#:25849 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:3 SessID:0 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:5002 AGID:9111 AGInstr:5002 CTIClntSig:CTIOSServer Msk:0x101b0000 UniqObjID:agent.5000.9111 MsgID:eAgentStateEvent DvrKey:agent.5000.9111 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:1)

01/21/14 13:26:17.401 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111] eAgentStateEvent( eAvailable )

01/21/14 13:26:17.411 7464 CTIOSSoftphone Thd(4332) ObjectId = agent.5000.9111 , Enablement Mask = 101b0000

01/21/14 13:26:17.415 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff

01/21/14 13:26:17.415 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (UniqObjID:agent.5000.9111 MsgID:eSetAgentStateConf FiltTgt:agent.5000.9111 TgtCILClntID:elvinmorales-PC-7464-4332 BlkAllEvts:0)

(Agent is placed in reserved state)

01/21/14 13:26:43.165 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

01/21/14 13:26:43.165 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eReserved SG#:25849 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:7 SessID:0 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:1 AGExt:5002 AGID:9111 AGInstr:5002 CTIClntSig:CTIOSServer UniqObjID:agent.5000.9111 MsgID:eAgentStateEvent DvrKey:agent.5000.9111 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0)

01/21/14 13:26:43.165 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111] eAgentStateEvent( eReserved )

( Pre call event observed. Data displays incoming call information)

01/21/14 13:26:43.174 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentPrecallEvent ), EnablementMask = ffffffff

01/21/14 13:26:43.174 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (SVC#:4294967295 SVCID:4294967295 SG#:1 SGID:5001 SGPri:0 MonID:0 NumNamVars:8 NumNamArrs:0 MRDID:1 AGInstr:5002 ANI:3945001 UsrToUsrInfo:(null) Dialed#:1015 CallrEntrDig:1 RCallKeyDay:150783 RCallKeyCID:101 MsgID:eAgentPrecallEvent ecc:(...) ICMEntUniqID:icm.150783.101 RCallKeySeq#:1 CallTypIDTag:5001 PreCallIIDTag:124)

(Call begin event observed)

01/21/14 13:26:43.881 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallBeginEvent ), EnablementMask = ffffffff

01/21/14 13:26:43.882 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 ConnCID:16782414 CallTyp:2 SVC#:4294967295 SVCID:4294967295 SGID:5001 SGPri:0 NumNamVars:8 NumNamArrs:0 ANI:3945001 DNIS:5002 Dialed#:1015 CallrEntrDig:1 RCallKeyDay:150783 RCallKeyCID:101 DevID:5002 UniqObjID:call.5000.16782414.5002 MsgID:eCallBeginEvent ecc:(...) ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002 RCallKeySeq#:2)

01/21/14 13:26:43.885 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallBeginEvent

( call is delivered to the agent)

01/21/14 13:26:44.235 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallDeliveredEvent ), EnablementMask = 683f0001

01/21/14 13:26:44.236 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 SVC#:4294967295 SVCID:4294967295 EvtCause:65535 SG#:1 SGID:5001 LineTyp:0 SGPri:0 AlrtgDevID:5002 CallngDevID:3945001 CalldDevID:5002 Msk:0x683f0001 UniqObjID:call.5000.16782414.5002 MsgID:eCallDeliveredEvent ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:26:44.236 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallDeliveredEvent

01/21/14 13:26:44.250 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 683f0001

(Agent Answers the call)

01/21/14 13:26:51.957 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002] eAnswerCallRequest

01/21/14 13:26:51.957 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002]::MakeRequest( eAnswerCallRequest )

01/21/14 13:26:51.957 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002]::MakeRequest: (UniqObjID:call.5000.16782414.5002 ClassId:3)

01/21/14 13:26:51.957 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eAnswerCallRequest)

01/21/14 13:26:51.958 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (UniqObjID:call.5000.16782414.5002 ClassId:3)

( Call answered confirmation event observed)

01/21/14 13:26:52.014 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAnswerCallConf ), EnablementMask = 683f0000

01/21/14 13:26:52.014 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 Msk:0x683f0000 UniqObjID:call.5000.16782414.5002 MsgID:eAnswerCallConf ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:26:52.016 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 683f0000

01/21/14 13:26:52.021 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

(Agent is transitioned to a talking state)

01/21/14 13:26:52.021 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eTalking SG#:1 SGID:5001 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:4 SessID:0 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:1 AGExt:5002 AGID:9111 AGInstr:5002 CTIClntSig:CTIOSServer UniqObjID:agent.5000.9111 MsgID:eAgentStateEvent DvrKey:agent.5000.9111 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0)

01/21/14 13:26:52.022 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111] eAgentStateEvent( eTalking )

01/21/14 13:26:52.031 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallDataUpdateEvent ), EnablementMask = 683f0000

01/21/14 13:26:52.031 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 ConnCID:16782414 CallTyp:2 SVC#:4294967295 SVCID:4294967295 SGID:5001 SGPri:0 NumNamVars:8 NumNamArrs:0 CmpgnID:4294967295 QryRuleID:4294967295 ANI:3945001 DNIS:5002 Dialed#:1015 CallrEntrDig:1 RCallKeyDay:150783 RCallKeyCID:101 Msk:0x683f0000 DevID:5002 UniqObjID:call.5000.16782414.5002 MsgID:eCallDataUpdateEvent ecc:(...) CTIClnts:(CTIClient[1]:(CTIClntSig:CTIOSServer CTIClntTmstmp:1383274511)) ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002 RCallKeySeq#:2)

01/21/14 13:26:52.031 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallDataUpdateEvent

01/21/14 13:26:52.051 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 683f0000

(call established event observed)

01/21/14 13:26:52.054 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallEstablishedEvent ), EnablementMask = 68bf01a6

01/21/14 13:26:52.054 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 SVC#:4294967295 SVCID:4294967295 EvtCause:65535 SG#:1 SGID:5001 LineTyp:0 SGPri:0 CallngDevID:3945001 CalldDevID:5002 AnsDevID:5002 Msk:0x68bf01a6 UniqObjID:call.5000.16782414.5002 MsgID:eCallEstablishedEvent ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:26:52.054 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallEstablishedEvent

01/21/14 13:26:52.069 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 68bf01a6

(The beginning of RTP packet transmission)

01/21/14 13:26:52.116 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStartedEvent ), EnablementMask = ffffffff

01/21/14 13:26:52.116 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:24480 Dir:1 RTPTyp:0 BitRate:0 EchoCncl:1 PktSize:20 PyldTyp:4 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.200.253 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStartedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:26:52.117 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStartedEvent ), EnablementMask = ffffffff

01/21/14 13:26:52.117 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:22406 Dir:0 RTPTyp:0 BitRate:1 EchoCncl:1 PktSize:20 PyldTyp:4 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.100.254 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStartedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

(Agent places call onhold)

01/21/14 13:27:03.892 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002] eHoldCallRequest

01/21/14 13:27:03.893 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002]::MakeRequest( eHoldCallRequest )

01/21/14 13:27:03.893 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002]::MakeRequest: (UniqObjID:call.5000.16782414.5002 ClassId:3)

01/21/14 13:27:03.893 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eHoldCallRequest)

01/21/14 13:27:03.893 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (UniqObjID:call.5000.16782414.5002 ClassId:3)

(RTP packet transmission stop due to call placed on hold)

01/21/14 13:27:04.015 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStoppedEvent ), EnablementMask = ffffffff

01/21/14 13:27:04.015 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:22406 Dir:0 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.100.254 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStoppedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:04.017 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStoppedEvent ), EnablementMask = ffffffff

01/21/14 13:27:04.018 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:24480 Dir:1 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.200.253 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStoppedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

( call on hold confirmation)

01/21/14 13:27:04.049 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eHoldCallConf ), EnablementMask = 68bf01a2

01/21/14 13:27:04.050 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 Msk:0x68bf01a2 UniqObjID:call.5000.16782414.5002 MsgID:eHoldCallConf ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:04.051 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 68bf01a2

01/21/14 13:27:04.053 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

(Agent state changes due to call on hold)

01/21/14 13:27:04.054 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eHold SG#:1 SGID:5001 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:10 SessID:0 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:1 AGExt:5002 AGID:9111 AGInstr:5002 CTIClntSig:CTIOSServer UniqObjID:agent.5000.9111 MsgID:eAgentStateEvent DvrKey:agent.5000.9111 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0)

01/21/14 13:27:04.054 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111] eAgentStateEvent( eHold )

01/21/14 13:27:04.059 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallHeldEvent ), EnablementMask = 68bf000a

01/21/14 13:27:04.059 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 EvtCause:65535 HldgDevID:5002 Msk:0x68bf000a UniqObjID:call.5000.16782414.5002 MsgID:eCallHeldEvent ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:04.059 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallHeldEvent

01/21/14 13:27:04.076 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 68bf000a

(Agent retrieves call from hold)

01/21/14 13:27:12.393 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002] eRetrieveCallRequest

01/21/14 13:27:12.393 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002]::MakeRequest( eRetrieveCallRequest )

01/21/14 13:27:12.393 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002]::MakeRequest: (UniqObjID:call.5000.16782414.5002 ClassId:3)

01/21/14 13:27:12.394 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eRetrieveCallRequest)

01/21/14 13:27:12.394 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (UniqObjID:call.5000.16782414.5002 ClassId:3)

01/21/14 13:27:12.472 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRetrieveCallConf ), EnablementMask = 68bf0002

01/21/14 13:27:12.473 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 Msk:0x68bf0002 UniqObjID:call.5000.16782414.5002 MsgID:eRetrieveCallConf ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:12.474 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 68bf0002

01/21/14 13:27:12.476 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = ffffffff

(Agent state changes back to talking)

01/21/14 13:27:12.476 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eTalking SG#:1 SGID:5001 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:4 SessID:0 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:1 AGExt:5002 AGID:9111 AGInstr:5002 CTIClntSig:CTIOSServer UniqObjID:agent.5000.9111 MsgID:eAgentStateEvent DvrKey:agent.5000.9111 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0)

01/21/14 13:27:12.476 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111] eAgentStateEvent( eTalking )

01/21/14 13:27:12.480 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallRetrievedEvent ), EnablementMask = 68bf01a6

01/21/14 13:27:12.480 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 EvtCause:65535 RetrvDevID:5002 Msk:0x68bf01a6 UniqObjID:call.5000.16782414.5002 MsgID:eCallRetrievedEvent ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:12.480 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallRetrievedEvent

01/21/14 13:27:12.503 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 68bf01a6

( RTP packet transmission resumes)

01/21/14 13:27:12.507 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStartedEvent ), EnablementMask = ffffffff

01/21/14 13:27:12.508 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:22406 Dir:0 RTPTyp:0 BitRate:1 EchoCncl:1 PktSize:20 PyldTyp:4 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.100.254 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStartedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:12.601 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStoppedEvent ), EnablementMask = ffffffff

01/21/14 13:27:12.601 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:22406 Dir:0 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.100.254 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStoppedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:12.603 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStartedEvent ), EnablementMask = ffffffff

01/21/14 13:27:12.603 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:29274 Dir:1 RTPTyp:0 BitRate:0 EchoCncl:1 PktSize:20 PyldTyp:4 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.200.253 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStartedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:12.603 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStartedEvent ), EnablementMask = ffffffff

01/21/14 13:27:12.603 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:22406 Dir:0 RTPTyp:0 BitRate:1 EchoCncl:1 PktSize:20 PyldTyp:4 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.100.254 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStartedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

( Agent releases call, clear connection request observed)

01/21/14 13:27:30.516 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002] eClearConnectionRequest

01/21/14 13:27:30.516 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002]::MakeRequest( eClearConnectionRequest )

01/21/14 13:27:30.516 7464 CTIOSSoftphone Thd(4568) [call.5000.16782414.5002]::MakeRequest: (UniqObjID:call.5000.16782414.5002 ClassId:3)

01/21/14 13:27:30.516 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest(eClearConnectionRequest)

01/21/14 13:27:30.517 7464 CTIOSSoftphone Thd(4568) CCtiOsSession::MakeRequest: (UniqObjID:call.5000.16782414.5002 ClassId:3)

(RTP transmission stop event)

01/21/14 13:27:31.629 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStoppedEvent ), EnablementMask = ffffffff

01/21/14 13:27:31.629 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:22406 Dir:0 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.100.254 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStoppedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:31.630 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eRTPStoppedEvent ), EnablementMask = ffffffff

01/21/14 13:27:31.631 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 ConnCID:16782414 CallTyp:2 ConnDevIDTyp:0 MonID:0 ClntPort:29274 Dir:1 AGExt:5002 AGID:9111 AGInstr:5002 ConnDevID:5002 ClntAddr:10.10.200.253 UniqObjID:call.5000.16782414.5002 MsgID:eRTPStoppedEvent DvrKey:call.5000.16782414 ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

( Call connection is being cleared)

01/21/14 13:27:31.635 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallConnectionClearedEvent ), EnablementMask = 3f0000

01/21/14 13:27:31.635 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 EvtCause:65535 RelDevID:5002 Msk:0x3f0000 UniqObjID:call.5000.16782414.5002 MsgID:eCallConnectionClearedEvent ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:31.635 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallConnectionClearedEvent

01/21/14 13:27:31.663 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 3f0000

01/21/14 13:27:31.681 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallConnectionClearedEvent ), EnablementMask = 3f0000

01/21/14 13:27:31.682 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 EvtCause:65535 RelDevID:3945001 Msk:0x3f0000 UniqObjID:call.5000.16782414.5002 MsgID:eCallConnectionClearedEvent ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:31.683 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallConnectionClearedEvent

01/21/14 13:27:31.707 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 3f0000

01/21/14 13:27:31.709 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallClearedEvent ), EnablementMask = 3f0000

01/21/14 13:27:31.710 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 EvtCause:65535 Msk:0x3f0000 UniqObjID:call.5000.16782414.5002 MsgID:eCallClearedEvent ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:31.710 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallClearedEvent

01/21/14 13:27:31.723 7464 CTIOSSoftphone Thd(4332) ObjectId = call.5000.16782414.5002 , Enablement Mask = 3f0000

(call is ended)

01/21/14 13:27:31.725 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eCallEndEvent ), EnablementMask = ffffffff

01/21/14 13:27:31.725 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (CallTyp:2 DevID:5002 UniqObjID:call.5000.16782414.5002 MsgID:eCallEndEvent ICMEntUniqID:icm.150783.101 DevUniqObjID:device.5000.5002)

01/21/14 13:27:31.726 7464 CTIOSSoftphone Thd(4332) [call.5000.16782414.5002] eCallEndEvent

(Agent state is changed to available)

01/21/14 13:27:31.729 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = 101b0000

01/21/14 13:27:31.729 7464 CTIOSSoftphone Thd(4332) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eAvailable SG#:25849 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:3 SessID:0 MRDID:1 ICMAGID:5003 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:5002 AGID:9111 AGInstr:5002 CTIClntSig:CTIOSServer Msk:0x101b0000 UniqObjID:agent.5000.9111 MsgID:eAgentStateEvent DvrKey:agent.5000.9111 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:1)

01/21/14 13:27:31.729 7464 CTIOSSoftphone Thd(4332) [agent.5000.9111] eAgentStateEvent( eAvailable )

01/21/14 13:27:31.733 7464 CTIOSSoftphone Thd(4332) ObjectId = agent.5000.9111 , Enablement Mask = 101b0000

Cisco Unified SIP Proxy Log SIP Tracing and Trace Collection

Here are the Steps to enable SIP tracing using CUSP CLI for troubleshooting


CUSP



username <userid> create
username <userid> password <password>
username <userid> group pfs-privusers




cusp




trace enable




trace level debug
component sip-wire-log

trace level debug


component routing

config


sip logging


end











To disable tracing
do the following:




 cusp

config


no sip logging


end


trace level default


component sip-wire-log

trace level default


component routing

trace disable

Here is a guide to collect traces using Windows command prompt

(ideal for environments where installing FTP clients are not permitted)

C:\Users\username>ftp

ftp> open x.x.x.x(CUSP IP address)

220 Welcome to Cisco FTP service.

User (10.1.125.219:(none)): xxxx(user created above

331 Please specify the password.

Password: xxxxx(password for user created)

230 Login successful.

*** Use the ls command to browse through the CUSP directory and obtain the correct path to the location of the sipmessage... log files***

Use the command below to change to the correct directory of the sipmessage log file

ftp> cd (directory)

ftp> get xxxx (sipmessage log name)

Use this command to see to confirm your local workstatinon local directory where the logs downloaded will be stored

ftp> lcd

Local directory now C:\Users\username>

Browse to the directory above to view your files

Thursday, January 16, 2014

CVP 8.0 Media Server Configuration- bad fetch error

While setting up a UCCE- CVP 8.0 lab, I encountered a "bad fetch" error causing prompts not to be played to caller. I discovered that after a basic CVP (all-in-one-box) installation additional configuration is needed for proper media server operation.

Here are my findings while troubleshooting:

Ingress/VXML gateway:

debug voip application vxml

Snippet

//75//AFW_:/vapp_play_done: evID=178 reason=12, protocol=2, status_code=404, dur=0, rate=0
CALL_ERROR; fail with vapp error 2, protocol_status_code=404
CALL_ERROR; *** error.badfetch.http.404 event is thrown
*Jan 16 15:19:56.843: expr=var _event='error.badfetch.http.404'

CVP Error Logs:

Media Fetch Error for URL=http://10.10.210.22/en-us/sys/Friday.wav (Client: 10.10.33.2) [id:3023]
520: 10.10.210.22: Jan 16 2014 05:09:43.893 -0600: %CVP_8_0_IVR-3-CALL_ERROR: RunScript Error from 10.10.33.2 [MEDIA_FILE_NOT_FOUND(9)] CALLGUID: 9ABE08F2100001435354B2E90A0AD216 DNIS=811111111135 {VRUScriptName: 'PM,Friday,S' ConfigParam: ''} [id:3023]

IIS logs

Fields: date time s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) sc-status sc-substatus sc-win32-status

10.10.210.22 GET /en-us/sys/Friday.wav - 80 - 10.10.33.2 Cisco-IOS-C2801/15.1 404 0 3
10.10.210.22 GET /en-us/sys/Friday.wav - 80 - 10.10.33.2 Cisco-IOS-C2801/15.1 404 0 3

1. I entered the URL on a web browser and also received a 404 error message.
2. I browsed to the path C:\Cisco\CVP\MediaFiles\en-us\sys and confirmed the Friday.wav file was there.
3. I checked the ICM script in monitor mode and notice the run ext. script node was failing to play the file.
4. I checked the IIS logs C:\WINDOWS\system32\LogFiles\W3SVC1 which ultimately proved that IIS was not finding the file.

Solution:

Configured the IIS home directory to match the location of the files(C:\Cisco\CVP\MediaFiles\) from the default (C:\Inetpub\wwwroot.)

Added Permissions to Everyone to the file location folder.