I found the issue.

This line gave me the clue: 2018-10-04 11:45:34,072 163811 [http-nio-8080-exec-3] INFO - ReportWriter:report() - Reporting Log Level not matched so do NOT log. currrent Log Level: None incoming level: Info

I had configured "None" in the Orchestration Designer Application Logging Minimun Level. I have changed to "Info".

The fact that the Entry Node where showing, mislead me.

Thank you very much.

Ok Wilson, I will do that.

Just to make sure I explained myself, I can see the entries in the log file, I cannot see them in Application Detail Report.

I will get back to you with more info.

Thanks again.

Ricardo.

Hello again Wilson,

I exported the project for Experience Portal, I copy the logs from trace.log:

02/10/2018 12:04:23:063  INFO - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : SCESession bound to HttpSession 44B43CDEEFE1B63853ED0B8E2C6CA823

02/10/2018 12:04:23:064  INFO - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : Browser Version 2.1.4, terminationURL enabled : true

02/10/2018 12:04:23:064 DEBUG - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : PlatformParams:getPlatformParams: __VPVarGlobalDate is 1529993114268

02/10/2018 12:04:23:064 DEBUG - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : PlatformParams:getPlatformParams:Timestamp is 06/26/18 8:05:14

02/10/2018 12:04:23:064  INFO - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : Using SCESession 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc servlet : Start

02/10/2018 12:04:23:065  INFO - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : ** Pushed Stack Frame [/*****]

02/10/2018 12:04:23:065  INFO - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : Storing :session___sessionid to complex: session:sessionid  as [MPP2V7MAD-2018275095040-13]

02/10/2018 12:04:23:065 DEBUG - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : no variable for simple: __VPapptracelevel

02/10/2018 12:04:23:065  INFO - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : runtime_platform : Experience Portal

02/10/2018 12:04:23:066  INFO - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : runtime_asr : Nuance 10.0

02/10/2018 12:04:23:066  INFO - 44B43CDEEFE1B63853ED0B8E2C6CA823:/IVRLoc : MessageType is speech

One more thing, there are no more logs in vpAppLogClient.log since the lines I sent at the beginning.

Thank you again.

Hello Wilson,

in that file I only see these lines for friday:

2018-09-28 09:39:48,973 61562028 [http-nio-8080-exec-12] WARN   - VPAppLogClient 7.1.0

2018-09-28 09:39:48,975 61562030 [http-nio-8080-exec-12] WARN   - file:/opt/apache-tomcat-8.5.12/lib/VPAppLogClient_7.1.0.jar!/META-INF/MANIFEST.MF build version: 7.1.0.0.1106

2018-09-28 09:39:48,975 61562030 [http-nio-8080-exec-12] WARN   - file:/opt/apache-tomcat-8.5.12/lib/VPAppLogClientWS_7.1.0.jar!/META-INF/MANIFEST.MF build version: 7.1.0.0.1106

I am not sure if they are related to this issue.

Thank you for your quick response.

Hello,

I am adding some reports in my OD application to know some details about the end of the call (disconnect, transfer, cti transfer...)

I can see the lines produced by these reports in report.log, but I cannot see them in the Application Detail Report on EPMS.

If I set 100% for Call Flow Data Sample Rate in EPMS -> Applications -> MyApplication, I can see these lines in report.log and in Application Detail Report on EPMS, but not my own reports.

EP is 7.0.2
OD is 7.1.0.1202

If you need any logs, please ask. I prefer not to add them now to keep this short.

Thank you in advance.

Ricardo.

Hello again,

I have checked that the same issue happens when I use JTAPI exerciser:
- get the provider
- get the ACDAddress associated with the skill
- call getLoggedOnAgents()

It shows agents that were in the skill when the skill is removed with CMS while they are logged.

I think something is wrong with the JTAPI library or I am missing something here.

Regards.

Hello again,

I still did not solve this issue, we opened an issue with Avaya Support and we have seen the following.

I will explain the test:

We have 2 agents logged, only one of them belonging to a skill that we are querying.

Check in CMS and CM that only one agent is in the skill

Then add the other agent to the skill

Check in CMS and CM that both agents are in the skill

Then remove the second agent from the skill

Check in CMS and CM that only one agent is in the skill

My code:

       @Override

       public String[] getReadyAgentsInGroupExtension(String sGroupExt) throws InvalidArgumentException, MethodNotSupportedException

       {

           logger.debug(">> getReadyAgentsInGroupExtension: " + sGroupExt);

             ArrayList<String> asAgents = new ArrayList<String>();

             

             if ( sGroupExt != null ) {

                    Object auxACD = oProvider.getAddress(sGroupExt);

                    if ( auxACD != null && auxACD instanceof ACDAddress){

                          ACDAddress oACD = (ACDAddress) auxACD;

                          [b]Agent[] agents = oACD.getLoggedOnAgents();[/b]

                          if ( agents != null && agents.length > 0){

                                 for (Agent oAgent : agents){

 

                                       [b]logger.debug(oAgent.getAgentID() + ": " + oAgent.getState());[/b]

                                       if(oAgent.getState() == Agent.READY || oAgent.getState() == Agent.WORK_READY)

                                              asAgents.add(oAgent.getAgentID());

                                 }

                          }else{

                                 logger.info("No agents logged on " + sGroupExt);

                          }

                    }else{

                          logger.warn("oACD is null. Group extension: " + sGroupExt);

                    }

             }else{

                    logger.warn("Group extension is null");

             }

             logger.debug("<< getReadyAgentsInGroupExtension: " + asAgents);

             return asAgents.toArray(new String[asAgents.size()]);

       }

The issue is that after the third step of the test getLoggedOnAgents keeps returning both agents. These are the logs:

2018-06-07 16:48:14 DEBUG JtapiCallGenerator:249 - >> getReadyAgentsInGroupExtension: 1262

2018-06-07 16:48:15 DEBUG JtapiCallGenerator:260 - 1314: 3

...

2018-06-07 16:54:31 DEBUG JtapiCallGenerator:249 - >> getReadyAgentsInGroupExtension: 1262

2018-06-07 16:54:32 DEBUG JtapiCallGenerator:260 - 1314: 3

2018-06-07 16:54:32 DEBUG JtapiCallGenerator:260 - 1316: 3

...

2018-06-07 16:57:02 DEBUG JtapiCallGenerator:249 - >> getReadyAgentsInGroupExtension: 1262

2018-06-07 16:57:03 DEBUG JtapiCallGenerator:260 - 1314: 3

2018-06-07 16:57:03 DEBUG JtapiCallGenerator:260 - 1316: 3

Agent 1316 keeps showing until he/she logs out, even when it does not belong to 1262.

Another strange thing that we just discover is that in the jtapi logs it does not show. How is it possible that it does not show on jtapi logs but it is returned by the method?

These are the libraries that I am using:

             <dependency>

                    <groupId>com.avaya</groupId>

                    <artifactId>ecsjtapia</artifactId>

                    <version>6.3.0.121</version>

             </dependency>

             <dependency>

                    <groupId>com.avaya</groupId>

                    <artifactId>jtapiex</artifactId>

                    <version>6.3.0.121</version>

             </dependency>

I hope that, with this new information, someone is able to help me here.

I have logs to send if necessary.

Thank you again.

Ricardo Sosa.

Hello Wilson,

I tried to move the prompt to an announce node before de record node and it is not working either.

Is there any way to make this barge-in work?

Regards.

Hello,

I have had this same issue and, just now, solved.

It was an issue with linux permissions.

You can see the error in catalina logs.

The Tomcat server was run by a user that was not the owner of the lib folder. The user was in the group, but the group did not have permission to write to the folder.

I just changed with chmod and solve the issue.

I hope this helps to someone.

Hello again Martin,

I think that is the behaviour when you change the skills through ASA, but not if you are using CMS.

According to "Avaya Call Management System Administration r17" (https://downloads.avaya.com/css/P8/documents/100170084)

"Skill changes take effect immediately for agents who are in AUX work mode, AVAIL (available),
or logged out. Changes are pending for agents on calls or in ACW work mode until the agent
enters the AUX work mode, becomes available, or logs out. Because of this, agents who
frequently have calls on hold may have skill changes remain pending for a longer time than
expected." (pg 133)

Thank you again.

Hello Martin,

thanks for your reply. What do you mean by "Changes to agent configuration, such as their skills, only take effect after they log out"?

Do you refer to AES?

It is strange, because when they are added to the skill while they are logged, it is updated in the result from this function, but not when removing.

Also, in CMS we see them updated correctly.

Thank you again.

ric

Hello again,

One more thing I have seen is: if we remove an agent from a skill, using CMS, while the agent is logged in, this function still returns this agent as if he/she still belong to the skill. If the agent logs out and in again, it works correctly.

I don't know if these two things are related, but it could be.

Regards.

Update: when we restart the tomcat where the application is running, it works ok.

It looks like it could be something related with the libraries.

Thank you again.

Hello,

We have developed a dialer using JTAPI and we use ACDAddress.getLoggedOnAgents() to check for the logged agents in a skill.

We have noticed, the last time right now, that sometimes, this function does not return all the agents. This is causing that some agents are not receving calls.

Has this ever happened to any of you?

Do you know why this could be caused?

Thank you very much.

Ricardo Sosa.

Hello again,

thank you very much for helping me to aim to the right direction.

It is indeed IC that sets the agent in aux with that reason code.

If anyone is interested, it is the property AuxNotAvailableReasonCode in Agent/Desktop section.

Thanks again.