Error 50002 and agents stuck in "Talking" http://developer.cisco.com/c/message_boards/find_thread?p_l_id=&threadId=3624353 2013-05-24T18:24:33Z 2013-05-24T18:24:33Z ATIF TANVEER http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=6402619 2012-08-31T09:50:36Z 2012-08-31T09:50:36Z

Dear John,   Did you find the solultion for this issue. I am having the same issue for last 6 months but still Cisco could not find root casue.    My enviroment is UCCE 8.5 with Siebel connector  getting cti failure in CUIC reports with error code 50002     Regards, Atif

ATIF TANVEER 2012-08-31T09:50:36Z John Wagner http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=3650757 2011-04-13T14:41:01Z 2011-04-13T14:41:01Z

David, thank you very much for the information. We're working with TAC now to see if they can isolate what is going on. It looks like we may have some intermittent communication problems with the PGs. I'll update this thread when they figure out what is causing it in case anyone else runs into something like this. Thanks, John

John Wagner 2011-04-13T14:41:01Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=3631680 2011-04-12T13:47:25Z 2011-04-12T13:47:25Z

For information regarding reason code 50002, see the UCCE Reporting guide http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting7_2/user/guide/ICMReportingGuide721.pdf or http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/icmcc80rpg.pdf You do not need to handle heartbeats in your application. The CIL handles failure and failover. Suggest you determine why UCCE components in your environment are failing. You may want to open a Service Request with Cisco for each of your issues. Be sure to first duplicate them with the out of box CTIOS Agent Desktop before opening the TAC case.

David Lender 2011-04-12T13:47:25Z John Wagner http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=3624352 2011-04-11T23:15:06Z 2011-04-11T23:15:06Z

We are developing a custom desktop based on the C# Combo desktop and have run into some odd errors.  First, we are seeing a problem where agents' buttons become disabled not allowing them to do anything on the desktop.  This is often coupled with seeing the agent set to a not ready state in the agent state trace report with a reason code of 50002.  The 50002 errors have been occurring in both custom and out-of-the-box desktops, but I am seeing an increase in the number of agents getting the error in the custom version.  Additionally, in the CTIOS logs generated by the application, I see a large number of errors for the following:   04/11/2011 16:29:33.6701 CTIObject.OnEvent: Received Event: eOnHeartbeat Arguments: (EventTime:1487211750) 04/11/2011 16:29:33.6701 SoftphoneForm.OnEvent: Event received with unrecognized EventID: eOnHeartbeat   I am assuming this means that I need to add a handler for the eOnHeartbeat event, but what do I need to do with this event?  Is this something the CTI server is expecting a response to, which could maybe account for the increase in 50002 errors?   Also, another issue I am seeing, which may or may not be related the first is agents who are getting stuck in a Talking state and not being able to hang up.  All buttons on the desktop get disabled like the above error, but there is nothing in the logs indicating a problem.  It seems very similar to the CSCsk90795 bug, but we are running 7.5(9), which this bug should be fixed in as I understand.  Is it possible that there is a client side change that I need to implement for this bug that may not have been included in the C# Combo sample app?   Neither of these issues are hugely widespread, and nothing showed up in testing until we added all 500 agents into the mix, so I am not sure, but am assuming that this is an application issue.  One other thing that may or may not be related is that we implemented a custom wrap up code functionality requiring a wrap up code selection after each call.  I do not think it is related, but figured I would mention it in case it is.   I know that the sample apps do not handle all of the different events in each environment, but is there someplace I can go to determine which ones I need to handle, and which ones I can ignore?   Any assitance will be very much appreciated.   Thanks, John

John Wagner 2011-04-11T23:15:06Z