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Internal Agent to Agent Call using user name not working

  • 1.  Internal Agent to Agent Call using user name not working

    Posted 03-29-2020 18:00
    Hi,

    Our internal Calls From Agent to Agent using username is redirecting to another agent. so then I have to create extension and type extension to make internal Agent to Agent call.
    Configuration: 
    We have Division and each division has there own specif DID, in this division all agents have same DID's in there profiles, because internal calls are redirecting to another agent so for work around I have created and assigned extensions to agent to make calls.

    Might be I need to create any Dial Plan, I am not sure why using only agent name it is redirected the call to another agent.


    One of example is:

    Dialing the call from Agent: 

    11f4d66c-0af7-4a11-833b-e0e8b695324e  >>  Muhammad Zubair

    To

    6d904234-35c6-4932-ba0d-30db0abc4880 >> AMHC Agent5

    But Redirecting to Agent:

    ba003973-9437-4f10-be78-4885f403d1fb >> AMHC Agent1 (7080)



    Please see the logs given below for review:



    15:58:02.788 (index):61 [Violation] 'resize' handler took 253ms

    15:58:07.329 stash-logger.js:388 call-controls:changeActivePanel: setting panel to dialpad

    15:58:12.213 (index):61 [Violation] 'load' handler took 408ms

    15:58:12.326 stash-logger.js:388 BATCH: Processing queue person 1

    1015:58:43.401 [Violation] 'setTimeout' handler took <N>ms

    15:58:35.990 stash-logger.js:388 DIALPAD: false

    15:58:36.240 stash-logger.js:388 {namespace: "conversations", message: "User request", path: "https://api.mypurecloud.com/api/v2/conversations/calls", options: {…}, response: {…}, …}

    15:58:36.242 stash-logger.js:388 Headset: No vendor headset connected [outgoingCall]

    15:58:36.442 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "conversations", update: {…}}carrierPigeonTopic: "conversations"update: {id: "ee284472-2b8a-4161-a65c-2dc0014b4e44", participants: Array(1), recordingState: "none", address: "sip:5e7fa0bbce6ae914ba98024e+ahs-hl.orgspan.com@localhost"}__proto__: Object

    15:58:36.444 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "my-conversations", update: {…}}carrierPigeonTopic: "my-conversations"update: {id: "ee284472-2b8a-4161-a65c-2dc0014b4e44", participants: Array(1), recordingState: "none", address: "sip:5e7fa0bbce6ae914ba98024e+ahs-hl.orgspan.com@localhost"}__proto__: Object

    15:58:36.445 stash-logger.js:388 handling conversation update {conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:36.469 phone.js:202 (index)userIdnameaddressstateconfinedmutedheldpurpose(index)userIdnameaddressstateconfinedmutedheldpurposebf7667be-d807-46df-9435-c94472f97526"416be862-5dd2-4061-8578-7e595391b1f2"undefined"sip:5e7fa0bbce6ae914ba98024e+ahs-hl.orgspan.com@localhost""contacting"falsefalsefalse"user"Object

    15:58:36.473 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations", update: {…}}

    15:58:36.479 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversationsummary topic {carrierPigeonTopic: "conversationsummary", update: {…}}

    15:58:36.481 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversationsummary topic {carrierPigeonTopic: "v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversationsummary", update: {…}}

    15:58:36.492 loggingService.ts:67 scripter: WS Topic: %s,  Body: %O v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations {id: "ee284472-2b8a-4161-a65c-2dc0014b4e44", participants: Array(1), recordingState: "none", address: "sip:5e7fa0bbce6ae914ba98024e+ahs-hl.orgspan.com@localhost"}

    15:58:36.498 loggingService.ts:67 scripter: Communication state tracked in active communication list ee284472-2b8a-4161-a65c-2dc0014b4e44

    15:58:36.977 stash-logger.js:388 call-controls:changeActivePanel: setting panel to call

    15:58:37.088 [Violation] Forced reflow while executing JavaScript took 62ms

    15:58:37.282 stash-logger.js:388 Incoming propose from realtime {kind: "webrtcEvent", sid: "a6edef9e-7025-41c2-963f-ab606491e942"}

    15:58:37.293 stash-logger.js:388 Incoming propose from hawk {kind: "webrtcEvent", sid: "a6edef9e-7025-41c2-963f-ab606491e942"}

    15:58:37.298 stash-logger.js:388 requesting incoming rtc session {kind: "webrtcEvent", sessionInfo: {…}, conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:37.302 stash-logger.js:388 handling incoming webrtc softphone request {sessionId: "a6edef9e-7025-41c2-963f-ab606491e942", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", fromJid: "+14039102090@gjoll.us-east-1.mypurecloud.com/a6edef9e-7025-41c2-963f-ab606491e942", kind: "webrtcManager"}

    15:58:37.306 stash-logger.js:388 creating pending session {sid: "a6edef9e-7025-41c2-963f-ab606491e942", kind: "webrtcManager", conversationType: undefined, jid: null, opts: {…}}

    15:58:37.322 stash-logger.js:388 attempting to auto answer session {kind: "webrtcManager", sessionId: "a6edef9e-7025-41c2-963f-ab606491e942", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:37.324 stash-logger.js:388 attempting to create media {message: "attempting to create media", kind: "webrtcManager", sessionId: "a6edef9e-7025-41c2-963f-ab606491e942", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:37.497 stash-logger.js:388 media created {message: "media created", timeToCreate: "171ms", kind: "webrtcManager", sessionId: "a6edef9e-7025-41c2-963f-ab606491e942", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:37.499 stash-logger.js:388 accepting rtc session {message: "accepting rtc session", kind: "webrtcManager", sessionId: "a6edef9e-7025-41c2-963f-ab606491e942", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:37.528 stash-logger.js:388 {message: "webrtcDevices enumerated", devices: Array(8)}

    15:58:37.886 stash-logger.js:388 session-initiate {kind: "RtcSession Log", jid: undefined, conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:37.888 stash-logger.js:388 Initiating incoming session {kind: "RtcSession Log", jid: undefined, conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:37.890 stash-logger.js:388 Changing session state to: pending {kind: "RtcSession Log", jid: undefined, conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:37.906 stash-logger.js:388 Track added {kind: "RtcSession Log", jid: undefined, conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:37.910 stash-logger.js:388 Stream added {kind: "RtcSession Log", jid: undefined, conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:37.913 stash-logger.js:388 Incoming session from hawk {kind: "webrtcEvent", sid: "a6edef9e-7025-41c2-963f-ab606491e942"}

    15:58:37.915 stash-logger.js:388 Handling incoming session {kind: "webrtcEvent", sid: "a6edef9e-7025-41c2-963f-ab606491e942"}

    15:58:37.919 stash-logger.js:388 processing incoming session for conversation {kind: "webrtcEvent", sid: "a6edef9e-7025-41c2-963f-ab606491e942", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:37.921 stash-logger.js:388 transport-info {kind: "RtcSession Log", jid: undefined, conversationId: undefined, conversationType: undefined, sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:37.932 stash-logger.js:388 continuing with started media {conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:37.943 stash-logger.js:388 accepting session with stream based actions {sid: "a6edef9e-7025-41c2-963f-ab606491e942", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com"}

    15:58:37.948 stash-logger.js:388 Accepted incoming session {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:37.951 stash-logger.js:388 Changing session state to: active {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.845 stash-logger.js:388 webrtcEvent realtimeOnHandled

    15:58:38.909 stash-logger.js:388 Changing connection state to: connecting {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.911 stash-logger.js:388 connectionStateChanged {connectionState: "connecting", kind: "webrtcSession", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942"}

    15:58:38.928 stash-logger.js:388 Processing ice candidate: candidate:2251491174 1 tcp 1518280447 10.63.9.44 9 typ host tcptype active generation 0 ufrag fOrd network-id 1

    15:58:38.940 stash-logger.js:388 Discovered new ICE candidate {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.948 stash-logger.js:388 Processing ice candidate: candidate:20470829 1 tcp 1518217471 2001:56a:73c5:d00:e1bd:d321:287f:46c1 9 typ host tcptype active generation 0 ufrag fOrd network-id 3 network-cost 10

    15:58:38.953 stash-logger.js:388 Discovered new ICE candidate {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.956 stash-logger.js:388 Processing ice candidate: candidate:1180943991 1 tcp 1518151935 2001:56a:73c5:d00:c008:3b16:4c54:c36b 9 typ host tcptype active generation 0 ufrag fOrd network-id 4 network-cost 10

    15:58:38.958 stash-logger.js:388 Discovered new ICE candidate {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.962 stash-logger.js:388 Processing ice candidate: candidate:852080568 1 tcp 1518083839 192.168.1.70 9 typ host tcptype active generation 0 ufrag fOrd network-id 2 network-cost 10

    15:58:38.963 stash-logger.js:388 Discovered new ICE candidate {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.971 stash-logger.js:388 Processing ice candidate: candidate:3367041942 1 udp 2122260223 10.63.9.44 50259 typ host generation 0 ufrag fOrd network-id 1

    15:58:38.972 stash-logger.js:388 Discovered new ICE candidate {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.975 stash-logger.js:388 Filtering out IPv6 candidate {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.976 stash-logger.js:388 Filtering out IPv6 candidate {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.978 stash-logger.js:388 Processing ice candidate: candidate:2085243720 1 udp 2122063615 192.168.1.70 50262 typ host generation 0 ufrag fOrd network-id 2 network-cost 10

    15:58:38.980 stash-logger.js:388 Discovered new ICE candidate {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.990 stash-logger.js:388 Changing connection state to: connected {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:38.993 stash-logger.js:388 connectionStateChanged {connectionState: "connected", kind: "webrtcSession", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942"}

    15:58:38.999 stash-logger.js:388 {message: "webrtcDevices outputDevice set", device: {…}, outputDevices: Array(4)}

    15:58:39.041 stash-logger.js:388 webrtcStats {name: "connect", userAgent: "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWeb…L, like Gecko) Chrome/80.0.3987.149 Safari/537.36", platform: "Win32", cores: 4, session: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:39.045 stash-logger.js:388 ICE end of candidates {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:39.390 stash-logger.js:505 STASH-LOGGER: sendLogTraces [{…}] a {exponentialBackoff: e, logs: Array(25), logCounts: {…}, clientSessionId: "7bd536e4-2435-4a41-9530-95fd2261800b", _super: ƒ, …}

    15:58:39.705 stash-logger.js:388 network-alert {module: "webrtc", metric: "mos", count: "2", average: "1", apdexT: "4", …}

    15:58:39.708 stash-logger.js:388 network-alert {module: "webrtc", metric: "iceConnection", count: "2", average: "712", apdexT: "750", …}

    15:58:39.728 loggingService.ts:67 scripter: WS Topic: %s,  Body: %O v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations {id: "ee284472-2b8a-4161-a65c-2dc0014b4e44", participants: Array(1), recordingState: "none", address: "sip:5e7fa0bbce6ae914ba98024e+ahs-hl.orgspan.com@localhost"}

    15:58:39.744 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "conversations", update: {…}}

    15:58:39.745 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "my-conversations", update: {…}}

    15:58:39.748 stash-logger.js:388 handling conversation update {conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:39.772 phone.js:202 (index)userIdnameaddressstateconfinedmutedheldpurpose(index)userIdnameaddressstateconfinedmutedheldpurposebf7667be-d807-46df-9435-c94472f97526"416be862-5dd2-4061-8578-7e595391b1f2"undefined"sip:5e7fa0bbce6ae914ba98024e+ahs-hl.orgspan.com@localhost""dialing"falsefalsefalse"user"Object

    15:58:39.775 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations", update: {…}}

    15:58:39.827 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "conversations", update: {…}}

    15:58:39.829 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "my-conversations", update: {…}}

    15:58:39.832 stash-logger.js:388 handling conversation update {conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:39.857 phone.js:202 (index)userIdnameaddressstateconfinedmutedheldpurpose(index)userIdnameaddressstateconfinedmutedheldpurposebf7667be-d807-46df-9435-c94472f97526"416be862-5dd2-4061-8578-7e595391b1f2"undefined"sip:5e7fa0bbce6ae914ba98024e+ahs-hl.orgspan.com@localhost""dialing"falsefalsefalse"user"ab36acb8-4e76-41b5-a193-3289905772ac"ba003973-9437-4f10-be78-4885f403d1fb"undefined"sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com;tg…-9ec4-86a4d8246440;trunk-context=ahs-hl@localhost""alerting"falsefalsefalse"user"Object

    15:58:39.858 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations", update: {…}}

    15:58:40.309 loggingService.ts:67 scripter: WS Topic: %s,  Body: %O v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations {id: "ee284472-2b8a-4161-a65c-2dc0014b4e44", participants: Array(2), recordingState: "none", address: "sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com;tg…-9ec4-86a4d8246440;trunk-context=ahs-hl@localhost"}

    15:58:40.313 stash-logger.js:388 CP: (via streaming) Trigger v2.users.ba003973-9437-4f10-be78-4885f403d1fb.conversationsummary topic {carrierPigeonTopic: "conversationsummary", update: {…}}

    15:58:40.315 stash-logger.js:388 CP: (via streaming) Trigger v2.users.ba003973-9437-4f10-be78-4885f403d1fb.conversationsummary topic {carrierPigeonTopic: "v2.users.ba003973-9437-4f10-be78-4885f403d1fb.conversationsummary", update: {…}}

    15:58:40.975 stash-logger.js:388 {message: "webrtcDevices outputDevice set", device: {…}, outputDevices: Array(4)}

    15:58:41.405 stash-logger.js:505 STASH-LOGGER: sendLogTraces (23) [{…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}] a {exponentialBackoff: e, logs: Array(2), logCounts: {…}, clientSessionId: "7bd536e4-2435-4a41-9530-95fd2261800b", _super: ƒ, …}

    15:58:42.692 stash-logger.js:388 {namespace: "conversations", message: "User request", path: "https://api.mypurecloud.com/api/v2/conversations/c…participants/bf7667be-d807-46df-9435-c94472f97526", options: {…}, response: {…}, …}

    15:58:42.697 stash-logger.js:388 ACD: validateActionSucceeded: Validating interaction a {id: "ee284472-2b8a-4161-a65c-2dc0014b4e44", participants: Array(2), recordingState: "none", address: "sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com;tg…-9ec4-86a4d8246440;trunk-context=ahs-hl@localhost", __OVERRIDE_OWNER__ [id=__ember15854325112101523404316376]: a, …}

    15:58:42.698 stash-logger.js:388 ACD: validateActionSucceeded: Observer created on isDisconnected

    15:58:42.765 stash-logger.js:388 session-terminate {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:42.769 stash-logger.js:388 Terminating session {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:42.771 stash-logger.js:388 Stream removed {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:42.773 stash-logger.js:388 peerStreamRemoved {kind: "webrtcSession", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", sid: "a6edef9e-7025-41c2-963f-ab606491e942", streamId: "2a2b1524-6149-4a70-9e1a-f29a80e8be6d"}

    15:58:42.784 stash-logger.js:388 Changing session state to: ended {kind: "RtcSession Log", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", conversationType: "softphone", sid: "a6edef9e-7025-41c2-963f-ab606491e942", …}

    15:58:42.788 stash-logger.js:388 session terminated {conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", kind: "webrtcSession"}

    15:58:42.790 stash-logger.js:388 {message: "ending webrtc conversation", conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44", jid: "+14039102090@gjoll.us-east-1.mypurecloud.com", reason: "success", interruptions: 0, …}

    15:58:42.791 0:341816 xd ending webrtc 1

    15:58:42.873 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "conversations", update: {…}}

    15:58:42.874 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "my-conversations", update: {…}}

    15:58:42.874 stash-logger.js:388 handling conversation update {conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:42.880 stash-logger.js:388 Headset: No vendor headset connected [endCall]

    15:58:42.887 stash-logger.js:388 ACD: validateActionSucceeded: action succeeded for attr  isDisconnected

    15:58:42.889 stash-logger.js:388 ACD: validateActionSucceeded: Observer destroyed on isDisconnected

    15:58:42.896 phone.js:202 (index)userIdnameaddressstateconfinedmutedheldpurpose(index)userIdnameaddressstateconfinedmutedheldpurposebf7667be-d807-46df-9435-c94472f97526"416be862-5dd2-4061-8578-7e595391b1f2"undefined"sip:5e7fa0bbce6ae914ba98024e+ahs-hl.orgspan.com@localhost""disconnected"falsefalsefalse"user"ab36acb8-4e76-41b5-a193-3289905772ac"ba003973-9437-4f10-be78-4885f403d1fb"undefined"sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com;tg…-9ec4-86a4d8246440;trunk-context=ahs-hl@localhost""alerting"falsefalsefalse"user"Object

    15:58:42.897 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations", update: {…}}

    15:58:42.903 loggingService.ts:67 scripter: WS Topic: %s,  Body: %O v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations {id: "ee284472-2b8a-4161-a65c-2dc0014b4e44", participants: Array(2), recordingState: "none", address: "sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com;tg…-9ec4-86a4d8246440;trunk-context=ahs-hl@localhost"}

    15:58:42.911 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversationsummary topic {carrierPigeonTopic: "conversationsummary", update: {…}}

    15:58:42.914 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversationsummary topic {carrierPigeonTopic: "v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversationsummary", update: {…}}

    15:58:43.114 [Violation] Forced reflow while executing JavaScript took 53ms

    15:58:43.123 loggingService.ts:67 scripter: WS Topic: %s,  Body: %O v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations {id: "ee284472-2b8a-4161-a65c-2dc0014b4e44", participants: Array(2), recordingState: "none", address: "sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com;tg…-9ec4-86a4d8246440;trunk-context=ahs-hl@localhost"}

    15:58:43.148 stash-logger.js:388 CP: (via streaming) Trigger v2.users.ba003973-9437-4f10-be78-4885f403d1fb.conversationsummary topic {carrierPigeonTopic: "conversationsummary", update: {…}}

    15:58:43.151 stash-logger.js:388 CP: (via streaming) Trigger v2.users.ba003973-9437-4f10-be78-4885f403d1fb.conversationsummary topic {carrierPigeonTopic: "v2.users.ba003973-9437-4f10-be78-4885f403d1fb.conversationsummary", update: {…}}

    15:58:43.156 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "conversations", update: {…}}carrierPigeonTopic: "conversations"update: {id: "ee284472-2b8a-4161-a65c-2dc0014b4e44", participants: Array(2), recordingState: "none", address: "sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com;tg…-9ec4-86a4d8246440;trunk-context=ahs-hl@localhost"}__proto__: Object

    15:58:43.157 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "my-conversations", update: {…}}

    15:58:43.159 stash-logger.js:388 handling conversation update {conversationId: "ee284472-2b8a-4161-a65c-2dc0014b4e44"}

    15:58:43.180 phone.js:202 (index)userIdnameaddressstateconfinedmutedheldpurpose(index)userIdnameaddressstateconfinedmutedheldpurposebf7667be-d807-46df-9435-c94472f97526"416be862-5dd2-4061-8578-7e595391b1f2"undefined"sip:5e7fa0bbce6ae914ba98024e+ahs-hl.orgspan.com@localhost""terminated"falsefalsefalse"user"ab36acb8-4e76-41b5-a193-3289905772ac"ba003973-9437-4f10-be78-4885f403d1fb"undefined"sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com;tg…-9ec4-86a4d8246440;trunk-context=ahs-hl@localhost""disconnected"falsefalsefalse"user"Object

    15:58:43.181 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations topic {carrierPigeonTopic: "v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversations", update: {…}}

    15:58:43.306 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversationsummary topic {carrierPigeonTopic: "conversationsummary", update: {…}}

    15:58:43.307 stash-logger.js:388 CP: (via streaming) Trigger v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversationsummary topic {carrierPigeonTopic: "v2.users.416be862-5dd2-4061-8578-7e595391b1f2.conversationsummary", update: {…}}

    15:58:43.310 stash-logger.js:388 CP: (via streaming) Trigger v2.users.ba003973-9437-4f10-be78-4885f403d1fb.conversationsummary topic {carrierPigeonTopic: "conversationsummary", update: {…}}

    15:58:43.313 stash-logger.js:388 CP: (via streaming) Trigger v2.users.ba003973-9437-4f10-be78-4885f403d1fb.conversationsummary topic {carrierPigeonTopic: "v2.users.ba003973-9437-4f10-be78-4885f403d1fb.conversationsummary", update: {…}}

    15:58:45.953 (index):61 [Violation] 'load' handler took 466ms

    15:58:51.472 stash-logger.js:388 call-controls:changeActivePanel: setting panel to callHistory

    15:58:51.593 [Violation] Forced reflow while executing JavaScript took 65ms

    15:59:02.554 stash-logger.js:505 STASH-LOGGER: sendLogTraces (8) [{…}, {…}, {…}, {…}, {…}, {…}, {…}, {…}] a {exponentialBackoff: e, logs: Array(0), logCounts: {…}, clientSessionId: "7bd536e4-2435-4a41-9530-95fd2261800b", _super: ƒ, …}

    16:00:04.263 en-US.json:2910 [Violation] 'setInterval' handler took 74ms

    16:00:12.881 stash-logger.js:388 app-pool:_loadApps {forceReload: false, autoLoadRetry: false}

    16:00:12.891 stash-logger.js:388 (2) ["Sending on appContext to Elm module", {…}]

    16:00:13.892 (index):61 [Violation] 'load' handler took 1043ms

    16:00:16.638 stash-logger.js:388 app-pool:_loadApps {forceReload: false, autoLoadRetry: false}

    16:00:16.639 stash-logger.js:388 app-pool:_loadApps {forceReload: false, autoLoadRetry: false}

    16:00:16.641 stash-logger.js:388 app-pool:__fetchApps entry

    16:00:16.659 stash-logger.js:388 app-pool:__fetchApps entry

    16:00:16.863 stash-logger.js:388 app-pool:__fetchApps fetchAppsFn returned []

    16:00:16.868 stash-logger.js:388 app-pool:__fetchApps fetchAppsFn returned []

    16:00:16.872 stash-logger.js:388 app-pool:_loadApps {forceReload: false, autoLoadRetry: false}

    16:00:16.873 stash-logger.js:388 app-pool:_loadApps {forceReload: false, autoLoadRetry: false}

    16:00:16.875 stash-logger.js:388 app-pool:_scheduleAppReload {reloadInterval: 300000}

    16:00:16.876 stash-logger.js:388 app-pool:_scheduleAppReload {reloadFailureCount: 0}

    16:00:16.878 stash-logger.js:388 app-pool:_scheduleAppReload Kicking off reloadTimer {reloadWait: 300000}

    16:00:16.882 stash-logger.js:388 app-pool:_scheduleAppReload {reloadInterval: 300000}

    16:00:16.884 stash-logger.js:388 app-pool:_scheduleAppReload {reloadFailureCount: 0}

    16:00:16.885 stash-logger.js:388 app-pool:_scheduleAppReload Kicking off reloadTimer {reloadWait: 300000}


     

    (index)userIdnameaddressstateconfinedmutedheldpurpose(index)userIdnameaddressstateconfinedmutedheldpurpose3d894496-ae00-433c-88c7-160e7e833db6"ba003973-9437-4f10-be78-4885f403d1fb"undefined"sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com@127.0.0.1;language=en-US;user=voicemail""disconnected"falsefalsefalse"voicemail"4200f258-dc89-4717-a91f-707108251cbc"ba003973-9437-4f10-be78-4885f403d1fb"undefined"sip:5e7fa063570b9d148ab072a0+ahs-hl.orgspan.com;tg…-9ec4-86a4d8246440;trunk-context=ahs-hl@localhost""terminated"falsefalsefalse"user"c31ee89c-0599-465a-8dcb-89c97595b936"11f4d66c-0af7-4a11-833b-e0e8b695324e"undefined"sip:5d7be1ad6c0ca818e8f4a279+ahs-hl.orgspan.com@localhost""terminated"falsefalsefalse"user"











    #Implementation
    #Routing(ACD/IVR)
    #SIP/VolP
    #Telephony

    ------------------------------
    Muhammad Zubair
    Alberta Health Services
    ------------------------------


  • 2.  RE: Internal Agent to Agent Call using user name not working

    Posted 03-31-2020 13:27
    Edited by Kyle Griffin 03-31-2020 13:27
    Hey Muhammad,

    I would suggest not putting the same DID in the phone field for every agent, its possible this is the root of your issue depending on what field the number is listed in. Is the purpose to make sure that outbound calls all show from the same DID? 

    You could possibly enable protocol captures on the phone trunks, then make the test call to the agent (the one that shows the problem). After completing the call you can pull down a port mirror capture of the sip communication that happened during the call (you pull these from the edge configuration diagnostic logs tab). You could use this to determine whats actually happening with the call. 



    ------------------------------
    Kyle Griffin
    ConvergeOne - https://www.convergeone.com/
    Genesys Partner
    ------------------------------



  • 3.  RE: Internal Agent to Agent Call using user name not working

    GENESYS
    Posted 03-31-2020 13:40
    It definitely causes problems to assign the same DID (or other phone number) to multiple entities (such as multiple users, users and stations, users and groups, Users and Call Flows, etc.).

    Turning on the Protocol Capture on the Phone Trunks probably won't help much, I'm afraid. WebRTC phones use TLS, so the log entries will be encrypted and unreadable.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 4.  RE: Internal Agent to Agent Call using user name not working

    Posted 03-31-2020 14:20
    Thanks you so much George for your help.

    We Created multiple Division (for multiple contact center) , and each division  have  approx 50 agents , and Queue.
    Each contact center have there own outbound Display ID number.
    So in-order to display proper outbound number ,
    I need to use same DID number on agent profiles,
    just in-case if some one calls back , the call should route to it's on call flow and queue (that's why don't want to set outbound number on trunk level).

    Internal calls from agent to agent using extensions works perfectly fine. just having issue with using agent name with one with one click.
    Just wounding to create any outbound dial plan / add any domain etc .



    ------------------------------
    Muhammad Zubair
    Alberta Health Services
    ------------------------------



  • 5.  RE: Internal Agent to Agent Call using user name not working

    Posted 03-31-2020 14:25
    Hi Kyle,

    You are right , assigning the same DID in the phone field for every agent to make sure that outbound calls all show from the same DID.
    and just incase if some one (end user) want to callback , so the call should route to it's on call flow IVR and queue.

    Kind Regards,
    Muhammad

    ------------------------------
    Muhammad Zubair
    Alberta Health Services
    ------------------------------



  • 6.  RE: Internal Agent to Agent Call using user name not working

    GENESYS
    Posted 03-31-2020 14:35
    Why not create one queue per Division (doesn't have to be a queue that receives inbound calls) and assign the DID number as the Calling Party Number on that queue, and have the users call outbound On Behalf of Queue, selecting that queue? That is how the system is designed to work, to be able to present the same Calling Party Number for multiple people in the call center.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 7.  RE: Internal Agent to Agent Call using user name not working

    Posted 03-31-2020 14:59
    That I have already setup and working fine,   but then what if they call outside from the queue or just directly go to external directory contact list and dial it from there ?

    Kind Regards,
    Muhammad

    ------------------------------
    Muhammad Zubair
    Alberta Health Services
    ------------------------------



  • 8.  RE: Internal Agent to Agent Call using user name not working

    GENESYS
    Posted 03-31-2020 15:13
    External Contacts automatically populate in the On Behalf of Queue dialog when you start typing a name, so they are easy to dial from there.

    I don't see a reason for a work-related call that could not be dialed on behalf of the queue. What is the use case for that? (As I mentioned before, it does not have to be a queue that takes inbound calls...).

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 9.  RE: Internal Agent to Agent Call using user name not working

    Posted 03-31-2020 22:57
    Hi George,

    Thanks for your quick reply.

    We have the use case and we need it and in this use case agent can't make work-related call on behalf of the queue.  e.g

    I received inbound call in queue (CDC-COVID) as show in screen.
    Agent wants to consult  with doctor etc.
    at that time how can agent call from the Queue ?
    for doctor what is going to be display ID ?
    that's why I am using DIDs on agent profile.

    As you can see on screenshot.





    Kind Regards,
    Muhammad 


    ------------------------------
    Muhammad Zubair
    Alberta Health Services
    ------------------------------



  • 10.  RE: Internal Agent to Agent Call using user name not working

    Posted 04-01-2020 09:32
    Why not create a separate external trunk for each division and use the address override on trunk level to set the visible DID? I think you would have to make each division a separate site with it's own dialing rules, but that should work.

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------



  • 11.  RE: Internal Agent to Agent Call using user name not working

    GENESYS
    Posted 04-01-2020 09:48
    Thanks, Sven...that was the next thing I was working up to proposing.

    My apologies, Muhammad, I didn't see that you were talking about Consult Transfer functionality until your last post. i thought you were just doing manual outbound calls.

    Sven's idea of multiple sites and separate External Trunks should work.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 12.  RE: Internal Agent to Agent Call using user name not working

    Posted 04-01-2020 14:38
    Thanks Sven and George,

    I can create the new trunk and site , just quick question , can we use that trunk with out assigning new site to our local edges ?
    because on edges we can assign only one site at time. 

    Kind Regards,
    Muhammad.

    ------------------------------
    Muhammad Zubair
    Alberta Health Services
    ------------------------------



  • 13.  RE: Internal Agent to Agent Call using user name not working

    GENESYS
    Posted 04-01-2020 14:54
    You have to configure the new sites to use the edges from the main site:



    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 14.  RE: Internal Agent to Agent Call using user name not working

    Posted 04-03-2020 06:47
    We are using Purecloud Voice, and similarly want to have separate OutBound ANI to be used when associates dial out not via Interactions or on behalf of ques for specific orgs..  We attempted to create a External trunk and received an error and may have a similar scenario we attempted to create another Purecloud Voice AWS trunk: There is no custom trunk type for this org.. Is that possible to create 2 Outbound Purecloud AWS trunks, is there something on my org that needs to tweaked to support this?



    ------------------------------
    shalom benzaquen
    Anthem, Inc.
    ------------------------------



  • 15.  RE: Internal Agent to Agent Call using user name not working

    GENESYS
    Posted 04-03-2020 15:56
    Edited by George Ganahl 04-03-2020 15:57
    I know that it is possible to create another trunk, but I don't know the proper procedure for getting that done. Not through Care. Probably start with Subscription folks.

    It is not something you can do on your own with PureCloud Voice.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



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