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Question

 Sudipta Biswas (Sudipta Biswas)
Tech Mahindra Ltd

Tech Mahindra Ltd
CA
Sudipta Biswas Member since 2018 13 posts
Tech Mahindra Ltd
Posted: Aug 2, 2016
Last activity: Oct 26, 2016
Posted: 2 Aug 2016 9:49 EDT
Last activity: 26 Oct 2016 1:25 EDT
Closed
Solved

CTI logout issue while the call is in progress

Hi All,

We are currently facing an issue for our application where one of the Pega out of the box code is throwing exception. This issue is only happening when a call is in progress and the user tries to click on the OOTB logout button to logout from CTI. 

Series of events when the exception occurs.

1. Usr log into Pega

2. Usr log into CTI

3. Customer calls in and the Usr receive the call

4. Customer hasn't disconnected the line but the User cliks on log-off

5. exception occurs.

Series of events when no exception occurs.

1. Usr log into Pega

2. Usr log into CTI

3.User cliks on log-off

5. User is able to logoff from CTI.

While debugging the issue we found out that when the user clicks on the logoff button, Pega calls series of activity rules and in our case the OOTB rule Logout ( which is in ChannelServices-Session-CTILink-Local class) is failing to call a Java function. The same function works fine for other scenarios.

We have checked the log and the only exception which we can see in the log is "setAgentState failure".

Is it a Pega issue or some kind of configuration which needs to be done on the CTI side?

***Updated by Moderator: Marissa to add group tag: SR Created for tracking***

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Low-Code App Development
Support Case Created

Accepted Solution

Posted: 8 years ago
Posted: 18 Oct 2016 13:22 EDT
Keith Whitehouse (Keith_W6)
PEGA
Fellow, Technical Support, Customer Service
Pegasystems Inc.
US

This error is being caused by how the CPMLogoff process invokes the pegacall log activity.  Please open an SR and request hotfix-29099.  

This is specific for CPM 7.1.4

How to request hotfix:

https://collaborate.pega.com/discussion/raising-support-requests-hotfixes-now-made-easy

 

 

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Posted: 8 years ago
Posted: 2 Aug 2016 23:31 EDT
Kevin Zheng (KevinZheng_GCS)
PEGA
Director, Technical Support
Pegasystems Inc.
US

This looks like a border case, can you print out the exception stacktrace within the catch block of the java step, e.g., ex.printStackTrace()? You should see more details in the log if indeed the logout call throws an exception.

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Posted: 8 years ago
Updated: 8 years ago
Posted: 3 Aug 2016 10:34 EDT
Updated: 3 Aug 2016 12:21 EDT
Sudipta Biswas (Sudipta Biswas)
Tech Mahindra Ltd

Tech Mahindra Ltd
CA

Hi Kevin,

 I just got a hold of the CTI log . This might give some useful information(this a complete stack trace of a user icluding login and logout):

 

Show More

Hi Kevin,

 I just got a hold of the CTI log . This might give some useful information(this a complete stack trace of a user icluding login and logout):

 

2016-07-30 10:52:38,813 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiSession.openDevice() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.open() |JtapiDevice.initVoiceDevice() |DevID=0390026 CSA3 - Opening device ...
2016-07-30 10:52:38,813 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiSession.openDevice() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.open() |JtapiDevice.initVoiceDevice() |DevID=0390026|JtapiDevice.checkAndInitAgent()  CSA3 - Checking to see if an agent is currently logged in and initialize agent...
2016-07-30 10:52:38,904 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiSession.openDevice() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.open() |JtapiDevice.initVoiceDevice() |DevID=0390026|JtpaiDevice.initializeVoiceListeners() |JtpaiDevice.registerCallListener() |JtpaiDevice.isCallListenerRegistered()  CSA3 - Check to see if this device is already registered as a call listener...
2016-07-30 10:52:39,389 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiSession.openDevice() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.open() |JtapiDevice.initVoiceDevice() |DevID=0390026|JtpaiDevice.initializeVoiceListeners() |JtpaiDevice.registerCallListener()  CSA3 - Registered call control listener successfully
2016-07-30 10:52:39,389 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiSession.openDevice() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.open() |JtapiDevice.initVoiceDevice() |DevID=0390026|JtpaiDevice.initializeVoiceListeners() |JtpaiDevice.registerTerminalListener() |JtpaiDevice.isTerminalListenerRegistered()  CSA3 - Check to see if this device is already registered as a terminal listener...
2016-07-30 10:52:39,389 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiSession.openDevice() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.open() |JtapiDevice.initVoiceDevice() |DevID=0390026|JtpaiDevice.initializeVoiceListeners() |JtpaiDevice.registerTerminalListener()  CSA3 - Registered terminal listener successfully
2016-07-30 10:52:39,389 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiSession.openDevice() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.open() |JtapiDevice.initVoiceDevice() |DevID=0390026 CSA3 - Device opened successfully ...
2016-07-30 10:52:39,389 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiSession.openDevice() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.open()  CSA3 - JtapiDevice.open()  Status: Success
2016-07-30 10:52:39,631 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|VoiceDevice.openAndLoginAgent()|AvayaJtapiDevice.loginAgent() |DevId=0390026|AvayaJtapiDevice.checkAndLoginAgent() |AgId=0390134|AvayaJtapiDevice.normalLoginAgent() |JtpaiDevice.registerAgentTerminalListener() |JtpaiDevice.isTerminalListenerRegistered()  CSA3 - Check to see if this device is already registered as a terminal listener...
2016-07-30 10:52:39,631 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|VoiceDevice.openAndLoginAgent()|AvayaJtapiDevice.loginAgent() |DevId=0390026|AvayaJtapiDevice.checkAndLoginAgent() |AgId=0390134|AvayaJtapiDevice.normalLoginAgent() |JtpaiDevice.registerAgentTerminalListener() |JtpaiDevice.isTerminalListenerRegistered()  CSA3 - This device is already registered as a terminal listener...
2016-07-30 10:52:39,631 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) WARN  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|VoiceDevice.openAndLoginAgent()|AvayaJtapiDevice.loginAgent() |DevId=0390026|AvayaJtapiDevice.checkAndLoginAgent() |AgId=0390134|AvayaJtapiDevice.normalLoginAgent() |JtpaiDevice.registerAgentTerminalListener()  CSA3 - Agent terminal is the same as terminal. Listeners already registered...
2016-07-30 10:52:39,631 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|VoiceDevice.openAndLoginAgent()|AvayaJtapiDevice.loginAgent() |DevId=0390026|AvayaJtapiDevice.checkAndLoginAgent() |AgId=0390134|AvayaJtapiDevice.normalLoginAgent()  CSA3 - Agent Logged in successfully.
2016-07-30 10:52:39,631 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|VoiceDevice.openAndLoginAgent()|AvayaJtapiDevice.loginAgent() |DevId=0390026|AvayaJtapiDevice.checkAndLoginAgent() |AgId=0390134|AvayaJtapiDevice.normalLoginAgent()  CSA3 - AvayaJtapiDevice.normalLoginAgent()  Status: Success
2016-07-30 10:52:39,631 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|VoiceDevice.openAndLoginAgent()|AvayaJtapiDevice.loginAgent() |DevId=0390026|AvayaJtapiDevice.checkAndLoginAgent() |AgId=0390134 CSA3 - AvayaJtapiDevice.checkAndLoginAgent()  Status: Success
2016-07-30 10:52:39,631 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|VoiceDevice.openAndLoginAgent()|AvayaJtapiDevice.loginAgent() |DevId=0390026 CSA3 - Agent Logged in successfully.
2016-07-30 10:52:39,995 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|VoiceSession.openDeviceAndLoginAgent() |SessID=JTAPI_Avaya AES-ACD|VoiceDevice.openAndLoginAgent()|JtapiDevice.snapshot() |DevId=0390026 CSA3 - JtapiDevice.snapshot()  Status: Success
2016-07-30 10:53:25,090 [    WebContainer : 1] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|JtapiSession.answerCall() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.answerCall() |DevId=0390026 CSA3 - Attempting to answer call: -1
2016-07-30 10:53:25,090 [    WebContainer : 1] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|JtapiSession.answerCall() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.answerCall() |DevId=0390026 CSA3 - NULL_CALL_ID specified. Attempting to find a call to answer...
2016-07-30 10:53:25,309 [    WebContainer : 1] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|JtapiSession.answerCall() |SessID=JTAPI_Avaya AES-ACD|JtapiDevice.answerCall() |DevId=0390026 CSA3 - JtapiDevice.answerCall()  Status: Success: answer call successful
2016-07-30 10:53:40,777 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|AvayaJtapiSession.logoutAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiDevice.logoutAgent() |DevId=0390026 CSA3 - Attempting to logout agent
2016-07-30 10:53:40,984 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) ERROR cs4csappi01.bns|XX.XX.XX.XX|AvayaJtapiSession.logoutAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiDevice.logoutAgent() |DevId=0390026 CSA3 - setAgentState failure
com.avaya.jtapi.tsapi.TsapiPlatformException: setAgentState failure
    at com.avaya.jtapi.tsapi.impl.core.TSDevice.setTSAgent(TSDevice.java:1567)
    at com.avaya.jtapi.tsapi.impl.core.TSAgent.setState(TSAgent.java:370)
    at com.avaya.jtapi.tsapi.impl.core.TSAgent.setState(TSAgent.java:284)
    at com.avaya.jtapi.tsapi.impl.core.TSDevice.removeTSAgent(TSDevice.java:1838)
    at com.avaya.jtapi.tsapi.impl.TsapiTerminal.removeAgent(TsapiTerminal.java:944)
    at com.avaya.jtapi.tsapi.impl.TsapiTerminal.removeAgent(TsapiTerminal.java:919)
    at com.pega.pegacti.jtapi.avaya.AvayaJtapiDevice.performAgentLogout(AvayaJtapiDevice.java:197)
    at com.pega.pegacti.jtapi.avaya.AvayaJtapiDevice.logoutAgent(AvayaJtapiDevice.java:117)
    at com.pega.pegacti.jtapi.avaya.AvayaJtapiSession.logoutAgent(AvayaJtapiSession.java:254)
    at com.pega.pegacti.core.SessionManager.logout(SessionManager.java:1939)
    at com.pegarules.generated.activity.ra_action_logout_a4e0dfa9bbe04e932ae8b74f02b38878.step4_circum0(ra_action_logout_a4e0dfa9bbe04e932ae8b74f02b38878.java:230)
    at com.pegarules.generated.activity.ra_action_logout_a4e0dfa9bbe04e932ae8b74f02b38878.perform(ra_action_logout_a4e0dfa9bbe04e932ae8b74f02b38878.java:86)
    at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3505)
    at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10563)
    at com.pegarules.generated.activity.ra_action_logout_19733c1e2a54636847f2d06776cdf2a9.step4_circum0(ra_action_logout_19733c1e2a54636847f2d06776cdf2a9.java:519)
    at com.pegarules.generated.activity.ra_action_logout_19733c1e2a54636847f2d06776cdf2a9.perform(ra_action_logout_19733c1e2a54636847f2d06776cdf2a9.java:135)
    at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3505)
    at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10563)
    at com.pegarules.generated.activity.ra_action_cpmlogoff_df6f7852c2b5bc6c90acea98840844c5.step2_circum0(ra_action_cpmlogoff_df6f7852c2b5bc6c90acea98840844c5.java:218)
    at com.pegarules.generated.activity.ra_action_cpmlogoff_df6f7852c2b5bc6c90acea98840844c5.perform(ra_action_cpmlogoff_df6f7852c2b5bc6c90acea98840844c5.java:72)
    at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3505)
    at com.pega.pegarules.session.internal.mgmt.base.ThreadRunner.runActivitiesAlt(ThreadRunner.java:646)
    at com.pega.pegarules.session.internal.mgmt.PRThreadImpl.runActivitiesAlt(PRThreadImpl.java:461)
    at com.pega.pegarules.session.internal.engineinterface.service.HttpAPI.runActivities(HttpAPI.java:3358)
    at com.pega.pegarules.session.external.engineinterface.service.EngineAPI.processRequestInner(EngineAPI.java:385)
    at sun.reflect.GeneratedMethodAccessor114.invoke(Unknown Source)
    at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:37)
    at java.lang.reflect.Method.invoke(Method.java:611)
    at com.pega.pegarules.session.internal.PRSessionProviderImpl.performTargetActionWithLock(PRSessionProviderImpl.java:1270)
    at com.pega.pegarules.session.internal.PRSessionProviderImpl.doWithRequestorLocked(PRSessionProviderImpl.java:1008)
    at com.pega.pegarules.session.internal.PRSessionProviderImpl.doWithRequestorLocked(PRSessionProviderImpl.java:841)
    at com.pega.pegarules.session.external.engineinterface.service.EngineAPI.processRequest(EngineAPI.java:331)
    at com.pega.pegarules.session.internal.engineinterface.service.HttpAPI.invoke(HttpAPI.java:852)
    at com.pega.pegarules.session.internal.engineinterface.etier.impl.EngineImpl._invokeEngine_privact(EngineImpl.java:315)
    at com.pega.pegarules.session.internal.engineinterface.etier.impl.EngineImpl.invokeEngine(EngineImpl.java:263)
    at com.pega.pegarules.session.internal.engineinterface.etier.ejb.EngineBean.invokeEngine(EngineBean.java:225)
    at sun.reflect.GeneratedMethodAccessor70.invoke(Unknown Source)
    at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:37)
    at java.lang.reflect.Method.invoke(Method.java:611)
    at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethod(PRBootstrap.java:338)
    at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethodPropagatingThrowable(PRBootstrap.java:379)
    at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethodPropagatingThrowable(AppServerBridgeToPega.java:216)
    at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethodPropagatingException(AppServerBridgeToPega.java:238)
    at com.pega.pegarules.internal.etier.ejb.EngineBeanBoot.invokeEngine(EngineBeanBoot.java:168)
    at com.pega.pegarules.internal.etier.interfaces.EJSLocalStatelessEngineBMT_f2439d86.invokeEngine(Unknown Source)
    at com.pega.pegarules.priv.context.JNDIEnvironment.invokeEngineInner(JNDIEnvironment.java:278)
    at com.pega.pegarules.priv.context.JNDIEnvironment.invokeEngine(JNDIEnvironment.java:223)
    at com.pega.pegarules.web.impl.WebStandardImpl.makeEtierRequest(WebStandardImpl.java:574)
    at com.pega.pegarules.web.impl.WebStandardImpl.doPost(WebStandardImpl.java:374)
    at sun.reflect.GeneratedMethodAccessor106.invoke(Unknown Source)
    at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:37)
    at java.lang.reflect.Method.invoke(Method.java:611)
    at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethod(PRBootstrap.java:338)
    at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethodPropagatingThrowable(PRBootstrap.java:379)
    at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethodPropagatingThrowable(AppServerBridgeToPega.java:216)
    at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethod(AppServerBridgeToPega.java:265)
    at com.pega.pegarules.internal.web.servlet.WebStandardBoot.doPost(WebStandardBoot.java:118)
    at com.pega.pegarules.internal.web.servlet.WebStandardBoot.doGet(WebStandardBoot.java:89)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:575)
    at javax.servlet.http.HttpServlet.service(HttpServlet.java:668)
    at com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:1232)
    at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:781)
    at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:480)
    at com.ibm.ws.webcontainer.servlet.ServletWrapperImpl.handleRequest(ServletWrapperImpl.java:178)
    at com.ibm.ws.webcontainer.filter.WebAppFilterManager.invokeFilters(WebAppFilterManager.java:1114)
    at com.ibm.ws.webcontainer.servlet.CacheServletWrapper.handleRequest(CacheServletWrapper.java:87)
    at com.ibm.ws.webcontainer.WebContainer.handleRequest(WebContainer.java:940)
    at com.ibm.ws.webcontainer.WSWebContainer.handleRequest(WSWebContainer.java:1817)
    at com.ibm.ws.webcontainer.channel.WCChannelLink.ready(WCChannelLink.java:200)
    at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleDiscrimination(HttpInboundLink.java:463)
    at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleNewRequest(HttpInboundLink.java:530)
    at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.processRequest(HttpInboundLink.java:316)
    at com.ibm.ws.http.channel.inbound.impl.HttpICLReadCallback.complete(HttpICLReadCallback.java:88)
    at com.ibm.ws.tcp.channel.impl.AioReadCompletionListener.futureCompleted(AioReadCompletionListener.java:175)
    at com.ibm.io.async.AbstractAsyncFuture.invokeCallback(AbstractAsyncFuture.java:217)
    at com.ibm.io.async.AsyncChannelFuture.fireCompletionActions(AsyncChannelFuture.java:161)
    at com.ibm.io.async.AsyncFuture.completed(AsyncFuture.java:138)
    at com.ibm.io.async.ResultHandler.complete(ResultHandler.java:204)
    at com.ibm.io.async.ResultHandler.runEventProcessingLoop(ResultHandler.java:775)
    at com.ibm.io.async.ResultHandler$2.run(ResultHandler.java:905)
    at com.ibm.ws.util.ThreadPool$Worker.run(ThreadPool.java:1881)
2016-07-30 10:53:40,985 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) ALERT cs4csappi01.bns|XX.XX.XX.XX|AvayaJtapiSession.logoutAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiDevice.logoutAgent() |DevId=0390026 CSA3 - 2016-07-30 14:53:40,985 GMT*8*EXCP0001*0*0*597cd59d6ee8eabb6c5184ff1aae8b8f*NA*NA*HCAAA9D1316B6A74DB018C34B8401E4AF*CSA3*BNS-CB-ICE-Work*ICE:01.01.01*39afd089dcab843134ea1b6987f6926d*N*45*HCAAA9D1316B6A74DB018C34B8401E4AF*1464*WebContainer : 20*STANDARD*com.pega.pegacti.jtapi.avaya.AvayaJtapiDevice.0390026*cs4csappi01.bns|XX.XX.XX.XX|AvayaJtapiSession.logoutAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiDevice.logoutAgent() |DevId=0390026*[email protected]*Rule-Obj-Activity:CPMLogOff*CHANNELSERVICES-SESSION-CTILINK-LOCAL LOGOUT #20150724T100454.088 GMT Step: 4 Circum: 0*****NA*NA*ChannelServices-Session-CTILink-Local*NA*ChannelServices-Session-CTILink-Local*NA*java;RULE-OBJ-ACTIVITY CHANNELSERVICES-SESSION-CTILINK-LOCAL LOGOUT #20150724T100454.088 GMT Step: 4 Circum: 0;doActivity Rule-Obj-Activity:Logout;Call Logout;RULE-OBJ-ACTIVITY CHANNELSERVICES-DEVICE-PHONE LOGOUT #20150724T100244.678 GMT Step: 4 Circum: 0;5 additional frames in stack;*AgentId=0390134;pyTempPlaceHolder=TempPlaceHolder;pxObjClass=;DN=0390026;Options=;AcdQueue=;*[MSG][setAgentState failure][STACK][com.avaya.jtapi.tsapi.TsapiPlatformException: setAgentState failure<CR>    at com.avaya.jtapi.tsapi.impl.core.TSDevice.setTSAgent(TSDevice.java:1567)<CR>    at com.avaya.jtapi.tsapi.impl.core.TSAgent.setState(TSAgent.java:370)<CR>    at com.avaya.jtapi.tsapi.impl.core.TSAgent.setState(TSAgent.java:284)<CR>    at com.avaya.jtapi.tsapi.impl.core.TSDevice.removeTSAgent(TSDevice.java:1838)<CR>    at com.avaya.jtapi.tsapi.impl.TsapiTerminal.removeAgent(TsapiTerminal.java:944)<CR>    at com.avaya.jtapi.tsapi.impl.TsapiTerminal.removeAgent(TsapiTerminal.java:919)<CR>    at com.pega.pegacti.jtapi.avaya.AvayaJtapiDevice.performAgentLogout(AvayaJtapiDevice.java:197)<CR>    at com.pega.pegacti.jtapi.avaya.AvayaJtapiDevice.logoutAgent(AvayaJtapiDevice.java:117)<CR>    at com.pega.pegacti.jtapi.avaya.AvayaJtapiSession.logoutAgent(AvayaJtapiSession.java:254)<CR>    at com.pega.pegacti.core.SessionManager.logout(SessionManager.java:1939)<CR>    at com.pegarules.generated.activity.ra_action_logout_a4e0dfa9bbe04e932ae8b74f02b38878.step4_circum0(ra_action_logout_a4e0dfa9bbe04e932ae8b74f02b38878.java:230)<CR>    at com.pegarules.generated.activity.ra_action_logout_a4e0dfa9bbe04e932ae8b74f02b38878.perform(ra_action_logout_a4e0dfa9bbe04e932ae8b74f02b38878.java:86)<CR>    at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3505)<CR>    at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10563)<CR>    at com.pegarules.generated.activity.ra_action_logout_19733c1e2a54636847f2d06776cdf2a9.step4_circum0(ra_action_logout_19733c1e2a54636847f2d06776cdf2a9.java:519)<CR>    at com.pegarules.generated.activity.ra_action_logout_19733c1e2a54636847f2d06776cdf2a9.perform(ra_action_logout_19733c1e2a54636847f2d06776cdf2a9.java:135)<CR>    at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3505)<CR>    at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10563)<CR>    at com.pegarules.generated.activity.ra_action_cpmlogoff_df6f7852c2b5bc6c90acea98840844c5.step2_circum0(ra_action_cpmlogoff_df6f7852c2b5bc6c90acea98840844c5.java:218)<CR>    at com.pegarules.generated.activity.ra_action_cpmlogoff_df6f7852c2b5bc6c90acea98840844c5.perform(ra_action_cpmlogoff_df6f7852c2b5bc6c90acea98840844c5.java:72)<CR>    at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3505)<CR>    at com.pega.pegarules.session.internal.mgmt.base.ThreadRunner.runActivitiesAlt(ThreadRunner.java:646)<CR>    at com.pega.pegarules.session.internal.mgmt.PRThreadImpl.runActivitiesAlt(PRThreadImpl.java:461)<CR>    at com.pega.pegarules.session.internal.engineinterface.service.HttpAPI.runActivities(HttpAPI.java:3358)<CR>    at com.pega.pegarules.session.external.engineinterface.service.EngineAPI.processRequestInner(EngineAPI.java:385)<CR>    at sun.reflect.GeneratedMethodAccessor114.invoke(Unknown Source)<CR>    at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:37)<CR>    at java.lang.reflect.Method.invoke(Method.java:611)<CR>    at com.pega.pegarules.session.internal.PRSessionProviderImpl.performTargetActionWithLock(PRSessionProviderImpl.java:1270)<CR>    at com.pega.pegarules.session.internal.PRSessionProviderImpl.doWithRequestorLocked(PRSessionProviderImpl.java:1008)<CR>    at com.pega.pegarules.session.internal.PRSessionProviderImpl.doWithRequestorLocked(PRSessionProviderImpl.java:841)<CR>    at com.pega.pegarules.session.external.engineinterface.service.EngineAPI.processRequest(EngineAPI.java:331)<CR>    at com.pega.pegarules.session.internal.engineinterface.service.HttpAPI.invoke(HttpAPI.java:852)<CR>    at com.pega.pegarules.session.internal.engineinterface.etier.impl.EngineImpl._invokeEngine_privact(EngineImpl.java:315)<CR>    at com.pega.pegarules.session.internal.engineinterface.etier.impl.EngineImpl.invokeEngine(EngineImpl.java:263)<CR>    at com.pega.pegarules.session.internal.engineinterface.etier.ejb.EngineBean.invokeEngine(EngineBean.java:225)<CR>    at sun.reflect.GeneratedMethodAccessor70.invoke(Unknown Source)<CR>    at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:37)<CR>    at java.lang.reflect.Method.invoke(Method.java:611)<CR>    at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethod(PRBootstrap.java:338)<CR>    at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethodPropagatingThrowable(PRBootstrap.java:379)<CR>    at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethodPropagatingThrowable(AppServerBridgeToPega.java:216)<CR>    at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethodPropagatingException(AppServerBridgeToPega.java:238)<CR>    at com.pega.pegarules.internal.etier.ejb.EngineBeanBoot.invokeEngine(EngineBeanBoot.java:168)<CR>    at com.pega.pegarules.internal.etier.interfaces.EJSLocalStatelessEngineBMT_f2439d86.invokeEngine(Unknown Source)<CR>    at com.pega.pegarules.priv.context.JNDIEnvironment.invokeEngineInner(JNDIEnvironment.java:278)<CR>    at com.pega.pegarules.priv.context.JNDIEnvironment.invokeEngine(JNDIEnvironment.java:223)<CR>    at com.pega.pegarules.web.impl.WebStandardImpl.makeEtierRequest(WebStandardImpl.java:574)<CR>    at com.pega.pegarules.web.impl.WebStandardImpl.doPost(WebStandardImpl.java:374)<CR>    at sun.reflect.GeneratedMethodAccessor106.invoke(Unknown Source)<CR>    at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:37)<CR>    at java.lang.reflect.Method.invoke(Method.java:611)<CR>    at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethod(PRBootstrap.java:338)<CR>    at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethodPropagatingThrowable(PRBootstrap.java:379)<CR>    at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethodPropagatingThrowable(AppServerBridgeToPega.java:216)<CR>    at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethod(AppServerBridgeToPega.java:265)<CR>    at com.pega.pegarules.internal.web.servlet.WebStandardBoot.doPost(WebStandardBoot.java:118)<CR>    at com.pega.pegarules.internal.web.servlet.WebStandardBoot.doGet(WebStandardBoot.java:89)<CR>    at javax.servlet.http.HttpServlet.service(HttpServlet.java:575)<CR>    at javax.servlet.http.HttpServlet.service(HttpServlet.java:668)<CR>    at com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:1232)<CR>    at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:781)<CR>    at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:480)<CR>    at com.ibm.ws.webcontainer.servlet.ServletWrapperImpl.handleRequest(ServletWrapperImpl.java:178)<CR>    at com.ibm.ws.webcontainer.filter.WebAppFilterManager.invokeFilters(WebAppFilterManager.java:1114)<CR>    at com.ibm.ws.webcontainer.servlet.CacheServletWrapper.handleRequest(CacheServletWrapper.java:87)<CR>    at com.ibm.ws.webcontainer.WebContainer.handleRequest(WebContainer.java:940)<CR>    at com.ibm.ws.webcontainer.WSWebContainer.handleRequest(WSWebContainer.java:1817)<CR>    at com.ibm.ws.webcontainer.channel.WCChannelLink.ready(WCChannelLink.java:200)<CR>    at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleDiscrimination(HttpInboundLink.java:463)<CR>    at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleNewRequest(HttpInboundLink.java:530)<CR>    at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.processRequest(HttpInboundLink.java:316)<CR>    at com.ibm.ws.http.channel.inbound.impl.HttpICLReadCallback.complete(HttpICLReadCallback.java:88)<CR>    at com.ibm.ws.tcp.channel.impl.AioReadCompletionListener.futureCompleted(AioReadCompletionListener.java:175)<CR>    at com.ibm.io.async.AbstractAsyncFuture.invokeCallback(AbstractAsyncFuture.java:217)<CR>    at com.ibm.io.async.AsyncChannelFuture.fireCompletionActions(AsyncChannelFuture.java:161)<CR>    at com.ibm.io.async.AsyncFuture.completed(AsyncFuture.java:138)<CR>    at com.ibm.io.async.ResultHandler.complete(ResultHandler.java:204)<CR>    at com.ibm.io.async.ResultHandler.runEventProcessingLoop(ResultHandler.java:775)<CR>    at com.ibm.io.async.ResultHandler$2.run(ResultHandler.java:905)<CR>    at com.ibm.ws.util.ThreadPool$Worker.run(ThreadPool.java:1881)<CR>]*
2016-07-30 10:53:40,985 [   WebContainer : 20] (avaya.AvayaJtapiDevice.0390026) INFO  cs4csappi01.bns|XX.XX.XX.XX|AvayaJtapiSession.logoutAgent() |SessID=JTAPI_Avaya AES-ACD|AvayaJtapiDevice.logoutAgent() |DevId=0390026 CSA3 - AvayaJtapiDevice.logoutAgent()  Status: Fail: setAgentState failure


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Posted: 8 years ago
Posted: 3 Aug 2016 13:29 EDT
Kevin Zheng (KevinZheng_GCS)
PEGA
Director, Technical Support
Pegasystems Inc.
US

The exception comes from avaya jtapi api calls - have you contacted avaya support at least get a different perspective? Also specify the avaya version used here.

com.avaya.jtapi.tsapi.TsapiPlatformException: setAgentState failure
    at com.avaya.jtapi.tsapi.impl.core.TSDevice.setTSAgent(TSDevice.java:1567)
    at com.avaya.jtapi.tsapi.impl.core.TSAgent.setState(TSAgent.java:370)
    at com.avaya.jtapi.tsapi.impl.core.TSAgent.setState(TSAgent.java:284)
    at com.avaya.jtapi.tsapi.impl.core.TSDevice.removeTSAgent(TSDevice.java:1838)

 

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Posted: 8 years ago
Posted: 3 Aug 2016 15:07 EDT
Sudipta Biswas (Sudipta Biswas)
Tech Mahindra Ltd

Tech Mahindra Ltd
CA

Hi Kevin,

 Please find below the Avaya version:

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Hi Kevin,

 Please find below the Avaya version:

Pega Call Engine Proprietary information hidden
PegaFW-ChannelServices Codeset 07-13-04
Avaya API Proprietary information hidden
Genesys API N/A

 We will contact Avaya too as per your recomendation.


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Accepted Solution

Posted: 8 years ago
Posted: 18 Oct 2016 13:22 EDT
Keith Whitehouse (Keith_W6)
PEGA
Fellow, Technical Support, Customer Service
Pegasystems Inc.
US

This error is being caused by how the CPMLogoff process invokes the pegacall log activity.  Please open an SR and request hotfix-29099.  

This is specific for CPM 7.1.4

How to request hotfix:

https://collaborate.pega.com/discussion/raising-support-requests-hotfixes-now-made-easy

 

 

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