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The HIS log is structured as a flat line based file. Each event starts on a new line and can span multiple lines based on the event type and content. Here’s an example event:
...
The context field helps filter the log contents. For example you could see all the logs related to a particular agent session by searching for ‘PureCloud-rajat1’ since all logs, even those for child objects, will have a context field that starts with that value.
Content Section
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Object State: Conversation Member Added: sip:3e6406b6-c086-4482-b99f-fff74f9e0b88@127.0.0.1 |
The content section is a free-form area that contains details about the event. Although there is no standard structure to the content section, there are similarities between related events. The remainder of this document will have examples of important and common events.
Examples
System Startup
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2023-06-13_14:58:24.351 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.avaya] 2023-06-13_14:58:24.351 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.genesys] 2023-06-13_14:58:24.351 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.incontact] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.incontact.hub] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.bridge] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.uccx] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.five9] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - New processor factory [com.openmethods.ep.config.model.interactionprocessor.purecloud] 2023-06-13_14:58:24.352 UTC INFO ProcessorManagement - Activating processor management 2023-06-13_14:58:24.832 UTC INFO ProcessorManagement - Retrieving configuration from Config Server: https://cs.qa.openmethodscloud.com//work/v1/customers/348aa9f80e5647eb9223d06925ef7eb4/networkhosts/c4733e18-69f1-4708-b05a-a88d5aec1222/networkhostservices/ebaa72ce-b1ab-44aa-abcc-690363b57737/gethisconfig |
...
The first three lines are the work engine inspecting the media bar queue for tasks (line 1), dispatching the task to a worker thread (line 2), and then returning back to the thread pool. The remaining log entries are produced by the worker thread as it processes the task. Line 5 has important information related to task timing. The Age: value is the number of milliseconds the task has been waiting in queue. In the example, the task was picked up as soon as it was queued resulting in the 0 value. Lines 6 & 8 are log events generated by the task while being executed. Line 6 is also an example of a multiline event with Line 7 being the continuation of the event that starts on Line 6. Line 9 again provides additional timing information about how many milliseconds it took to complete the task. The last 3 lines are the worker thread cleaning up after the task and returning to the thread pool.
...
When an agent logs into the media bar, the media bar first contacts all available HIS servers to get information about their current status and load. This is The status property indicates the general state of the processor. The acceptingClients property determines if the processor is currently accepting new clients. The clientCount property is the total number of clients that have bound to the service. The media bar uses this information to select the HIS that is accepting clients and has the lowest load (connected clients).
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2023-06-13_14:58:33.218 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Request Received: {"messageType":"coreRequest","requestId":"56405ddd-0073-415c-9f55-9c9953831143","command":"bindService","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:33.219 UTC DEBUG WorkEngine DirectClients - Inspecting Queue: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound Size: 1
2023-06-13_14:58:33.219 UTC DEBUG WorkEngine DirectClients - Dequeued 1 items from media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:33.219 UTC DEBUG WorkEngine DirectClients - Looking for idle thread
2023-06-13_14:58:33.219 UTC DEBUG WorkEngine DirectClients.1 - Processing: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound 1
2023-06-13_14:58:33.219 UTC DEBUG WorkEngine DirectClients.1 - Item: 0 Age: 0 InboundMessage: {"messageType":"coreRequest","requestId":"56405ddd-0073-415c-9f55-9c9953831143","command":"bindService","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:33.219 UTC DEBUG NetworkSession media-bar rajat.gupta@openmethods.com - Dispatching Message:
{"messageType":"coreRequest","requestId":"56405ddd-0073-415c-9f55-9c9953831143","command":"bindService","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:33.219 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Queued Response: {"messageType":"coreResponse","requestId":"56405ddd-0073-415c-9f55-9c9953831143","command":"bindService","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36","serviceName":"PureCloud","serviceType":"com.openmethods.iserver.processor","result":"success"}
2023-06-13_14:58:33.219 UTC DEBUG WorkEngine DirectClients.1 - Item 0 done in 0 InboundMessage: {"messageType":"coreRequest","requestId":"56405ddd-0073-415c-9f55-9c9953831143","command":"bindService","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:33.219 UTC DEBUG WorkEngine DirectClients.1 - Finished with queue processing
2023-06-13_14:58:33.219 UTC DEBUG WorkEngine DirectClients.1 - Removing queue lock for media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:33.220 UTC DEBUG WorkEngine DirectClients.1 - Going back to idle pool
2023-06-13_14:58:33.323 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Request Received: {"messageType":"coreRequest","requestId":"140363ab-28ad-458b-b76f-f98130aec870","command":"bindService","serviceId":"WorkflowManager"}
2023-06-13_14:58:33.323 UTC DEBUG WorkEngine DirectClients - Inspecting Queue: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound Size: 1
2023-06-13_14:58:33.323 UTC DEBUG WorkEngine DirectClients - Dequeued 1 items from media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:33.323 UTC DEBUG WorkEngine DirectClients - Looking for idle thread
2023-06-13_14:58:33.323 UTC DEBUG WorkEngine DirectClients.2 - Processing: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound 1
2023-06-13_14:58:33.323 UTC DEBUG WorkEngine DirectClients.2 - Item: 0 Age: 0 InboundMessage: {"messageType":"coreRequest","requestId":"140363ab-28ad-458b-b76f-f98130aec870","command":"bindService","serviceId":"WorkflowManager"}
2023-06-13_14:58:33.323 UTC DEBUG NetworkSession media-bar rajat.gupta@openmethods.com - Dispatching Message:
{"messageType":"coreRequest","requestId":"140363ab-28ad-458b-b76f-f98130aec870","command":"bindService","serviceId":"WorkflowManager"}
2023-06-13_14:58:33.323 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Queued Response: {"messageType":"coreResponse","requestId":"140363ab-28ad-458b-b76f-f98130aec870","command":"bindService","serviceId":"WorkflowManager","serviceName":"WorkflowManager","serviceType":"com.openmethods.iserver.workflow.manager","result":"success"}
2023-06-13_14:58:33.323 UTC DEBUG WorkEngine DirectClients.2 - Item 0 done in 0 InboundMessage: {"messageType":"coreRequest","requestId":"140363ab-28ad-458b-b76f-f98130aec870","command":"bindService","serviceId":"WorkflowManager"}
2023-06-13_14:58:33.323 UTC DEBUG WorkEngine DirectClients.2 - Finished with queue processing
2023-06-13_14:58:33.323 UTC DEBUG WorkEngine DirectClients.2 - Removing queue lock for media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:33.324 UTC DEBUG WorkEngine DirectClients.2 - Going back to idle pool |
Once an HIS instance is selected, the media bar binds to the processor and workflow components. Binding to a component allows a client to access that component’s API and receive events produced by it.
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2023-06-13_14:58:34.699 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Request Received: {"requestId":"1062ccea-c1de-4d75-a2ed-f370d82a8df7","request":{"command":"getCapabilities","data":""},"messageType":"serviceRequest","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:34.699 UTC DEBUG WorkEngine DirectClients - Inspecting Queue: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound Size: 1
2023-06-13_14:58:34.699 UTC DEBUG WorkEngine DirectClients - Dequeued 1 items from media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:34.699 UTC DEBUG WorkEngine DirectClients - Looking for idle thread
2023-06-13_14:58:34.699 UTC DEBUG WorkEngine DirectClients.3 - Processing: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound 1
2023-06-13_14:58:34.699 UTC DEBUG WorkEngine DirectClients.3 - Item: 0 Age: 0 InboundMessage: {"requestId":"1062ccea-c1de-4d75-a2ed-f370d82a8df7","request":{"command":"getCapabilities","data":""},"messageType":"serviceRequest","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:34.699 UTC DEBUG NetworkSession media-bar rajat.gupta@openmethods.com - Dispatching Message:
{"requestId":"1062ccea-c1de-4d75-a2ed-f370d82a8df7","request":{"command":"getCapabilities","data":""},"messageType":"serviceRequest","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:34.699 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Queued Response: {"messageType":"serviceResponse","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36","requestId":"1062ccea-c1de-4d75-a2ed-f370d82a8df7","response":{"command":"getCapabilities","result":"success","data":{"channel-groups-max-per-agent":"0","single-channels-media-types":"","channel-actions":"first","channel-groups-media-types":"","channel-groups-supported":"false","single-channels-supported":"true"}}}
2023-06-13_14:58:34.699 UTC DEBUG WorkEngine DirectClients.3 - Item 0 done in 0 InboundMessage: {"requestId":"1062ccea-c1de-4d75-a2ed-f370d82a8df7","request":{"command":"getCapabilities","data":""},"messageType":"serviceRequest","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:34.700 UTC DEBUG WorkEngine DirectClients.3 - Finished with queue processing
2023-06-13_14:58:34.700 UTC DEBUG WorkEngine DirectClients.3 - Removing queue lock for media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:34.700 UTC DEBUG WorkEngine DirectClients.3 - Going back to idle pool
2023-06-13_14:58:34.762 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Request Received: {"requestId":"5b21f472-c7d2-41ae-91e2-a42813beeade","request":{"command":"prepareSession","data":{"agent":{"id":"rajat1","password":"snu6XMUjEBstKXGhLkVQ0qvnGxQ3OwddLXgfobUpK2yW1Xql-b8uAf0nlJ4q4UpFowYCUUe1_UX6qHNdy8PP5w"},"model":"RNA-PureCloud","override":true,"cti":"e70f36a4-982f-47e2-9420-780ebe581f36"}},"messageType":"serviceRequest","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:34.763 UTC DEBUG WorkEngine DirectClients - Inspecting Queue: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound Size: 1
2023-06-13_14:58:34.763 UTC DEBUG WorkEngine DirectClients - Dequeued 1 items from media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:34.763 UTC DEBUG WorkEngine DirectClients - Looking for idle thread
2023-06-13_14:58:34.763 UTC DEBUG WorkEngine DirectClients.5 - Processing: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound 1
2023-06-13_14:58:34.763 UTC DEBUG WorkEngine DirectClients.5 - Item: 0 Age: 0 InboundMessage: {"requestId":"5b21f472-c7d2-41ae-91e2-a42813beeade","request":{"command":"prepareSession","data":{"agent":{"id":"rajat1","password":"snu6XMUjEBstKXGhLkVQ0qvnGxQ3OwddLXgfobUpK2yW1Xql-b8uAf0nlJ4q4UpFowYCUUe1_UX6qHNdy8PP5w"},"model":"RNA-PureCloud","override":true,"cti":"e70f36a4-982f-47e2-9420-780ebe581f36"}},"messageType":"serviceRequest","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:34.763 UTC DEBUG NetworkSession media-bar rajat.gupta@openmethods.com - Dispatching Message:
{"requestId":"5b21f472-c7d2-41ae-91e2-a42813beeade","request":{"command":"prepareSession","data":{"agent":{"id":"rajat1","password":"snu6XMUjEBstKXGhLkVQ0qvnGxQ3OwddLXgfobUpK2yW1Xql-b8uAf0nlJ4q4UpFowYCUUe1_UX6qHNdy8PP5w"},"model":"RNA-PureCloud","override":true,"cti":"e70f36a4-982f-47e2-9420-780ebe581f36"}},"messageType":"serviceRequest","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:34.763 UTC DEBUG PureCloudProcessor PureCloud - Looking for existing session to bind to client: PureCloud-rajat1
2023-06-13_14:58:34.763 UTC INFO PureCloudProcessor PureCloud - Creating new agent session with data {"agent":{"id":"rajat1","password":"snu6XMUjEBstKXGhLkVQ0qvnGxQ3OwddLXgfobUpK2yW1Xql-b8uAf0nlJ4q4UpFowYCUUe1_UX6qHNdy8PP5w"},"model":"RNA-PureCloud","override":true,"cti":"e70f36a4-982f-47e2-9420-780ebe581f36"}.
2023-06-13_14:58:34.765 UTC INFO WorkflowManager SYSTEM - Created new workflow session PureCloud-rajat1 with model RNA-PureCloud
2023-06-13_14:58:34.765 UTC DEBUG WorkflowManager SYSTEM - Added session com.openmethods.iserver.workflow.WorkflowSession@3e33d97a to sessions. Total sessions: 2
2023-06-13_14:58:34.765 UTC DEBUG PureCloudProcessor PureCloud - Preauthenication is not possible for PureCloud
2023-06-13_14:58:34.765 UTC INFO PureCloudProcessor PureCloud - logging in agent rajat1 with properties {"agent":{"id":"rajat1","password":"snu6XMUjEBstKXGhLkVQ0qvnGxQ3OwddLXgfobUpK2yW1Xql-b8uAf0nlJ4q4UpFowYCUUe1_UX6qHNdy8PP5w"},"model":"RNA-PureCloud","override":true,"cti":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:35.066 UTC DEBUG PureCloudAgent rajat1 - Initialized with processor com.openmethods.iserver.processor.purecloud.PureCloudProcessor@272c9f68 and ctiAgent rajat1
2023-06-13_14:58:35.066 UTC DEBUG PureCloudAgentSession PureCloud-rajat1 - initialized session for agent rajat1
2023-06-13_14:58:35.066 UTC DEBUG PureCloudAgentSession PureCloud-rajat1 - Added processor session listener com.openmethods.iserver.processor.purecloud.PureCloudProcessor@272c9f68. Total listeners: 1
2023-06-13_14:58:35.066 UTC DEBUG PureCloudProcessor PureCloud - added session PureCloud-rajat1 to {PureCloud-vishal=com.openmethods.iserver.processor.purecloud.PureCloudAgentSession@1c642be6, PureCloud-rajat1=com.openmethods.iserver.processor.purecloud.PureCloudAgentSession@56ac6195}
2023-06-13_14:58:35.066 UTC DEBUG PureCloudProcessor PureCloud - added session PureCloud-rajat1. Total sessions: 2
2023-06-13_14:58:35.066 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Queued Response: {"messageType":"serviceResponse","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36","requestId":"5b21f472-c7d2-41ae-91e2-a42813beeade","response":{"command":"prepareSession","result":"success","resource":{"id":"PureCloud-rajat1"},"data":{"agent":{"id":"rajat1","password":"snu6XMUjEBstKXGhLkVQ0qvnGxQ3OwddLXgfobUpK2yW1Xql-b8uAf0nlJ4q4UpFowYCUUe1_UX6qHNdy8PP5w"},"model":"RNA-PureCloud","override":true,"cti":"e70f36a4-982f-47e2-9420-780ebe581f36"}}}
2023-06-13_14:58:35.066 UTC DEBUG WorkEngine DirectClients.5 - Item 0 done in 303 InboundMessage: {"requestId":"5b21f472-c7d2-41ae-91e2-a42813beeade","request":{"command":"prepareSession","data":{"agent":{"id":"rajat1","password":"snu6XMUjEBstKXGhLkVQ0qvnGxQ3OwddLXgfobUpK2yW1Xql-b8uAf0nlJ4q4UpFowYCUUe1_UX6qHNdy8PP5w"},"model":"RNA-PureCloud","override":true,"cti":"e70f36a4-982f-47e2-9420-780ebe581f36"}},"messageType":"serviceRequest","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36"}
2023-06-13_14:58:35.067 UTC DEBUG WorkEngine DirectClients.5 - Finished with queue processing
2023-06-13_14:58:35.067 UTC DEBUG WorkEngine DirectClients.5 - Removing queue lock for media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:35.067 UTC DEBUG WorkEngine DirectClients.5 - Going back to idle pool |
The media bar retrieves information from the processor component about its capabilities (lines 1-13). It then initiates a new agent session with the processor using the “prepareSession” command (line 14). The processor starts the process of logging the agent into the telephony platform.
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2023-06-13_14:58:35.176 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Request Received: {"messageType":"coreRequest","requestId":"56475f8b-a24e-4d1d-8b2c-fc9281561a45","command":"bindResource","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36","resourceId":"PureCloud-rajat1"}
2023-06-13_14:58:35.176 UTC DEBUG WorkEngine DirectClients - Inspecting Queue: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound Size: 1
2023-06-13_14:58:35.176 UTC DEBUG WorkEngine DirectClients - Dequeued 1 items from media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:35.176 UTC DEBUG WorkEngine DirectClients - Looking for idle thread
2023-06-13_14:58:35.177 UTC DEBUG WorkEngine DirectClients.1 - Processing: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound 1
2023-06-13_14:58:35.177 UTC DEBUG WorkEngine DirectClients.1 - Item: 0 Age: 1 InboundMessage: {"messageType":"coreRequest","requestId":"56475f8b-a24e-4d1d-8b2c-fc9281561a45","command":"bindResource","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36","resourceId":"PureCloud-rajat1"}
2023-06-13_14:58:35.177 UTC DEBUG NetworkSession media-bar rajat.gupta@openmethods.com - Dispatching Message:
{"messageType":"coreRequest","requestId":"56475f8b-a24e-4d1d-8b2c-fc9281561a45","command":"bindResource","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36","resourceId":"PureCloud-rajat1"}
2023-06-13_14:58:35.177 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Queued Response: {"messageType":"coreResponse","requestId":"56475f8b-a24e-4d1d-8b2c-fc9281561a45","command":"bindResource","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36","resourceId":"PureCloud-rajat1","resourceName":"PureCloud-rajat1","resourceType":"com.openmethods.iserver.processor.session","result":"success"}
2023-06-13_14:58:35.177 UTC DEBUG WorkEngine DirectClients.1 - Item 0 done in 0 InboundMessage: {"messageType":"coreRequest","requestId":"56475f8b-a24e-4d1d-8b2c-fc9281561a45","command":"bindResource","serviceId":"e70f36a4-982f-47e2-9420-780ebe581f36","resourceId":"PureCloud-rajat1"}
2023-06-13_14:58:35.177 UTC DEBUG WorkEngine DirectClients.1 - Finished with queue processing
2023-06-13_14:58:35.177 UTC DEBUG WorkEngine DirectClients.1 - Removing queue lock for media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:35.177 UTC DEBUG WorkEngine DirectClients.1 - Going back to idle pool
2023-06-13_14:58:35.249 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Request Received: {"messageType":"coreRequest","requestId":"1b37e286-1d45-4e53-8d29-5ab8bdf51050","command":"bindResource","serviceId":"WorkflowManager","resourceId":"PureCloud-rajat1"}
2023-06-13_14:58:35.249 UTC DEBUG WorkEngine DirectClients - Inspecting Queue: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound Size: 1
2023-06-13_14:58:35.249 UTC DEBUG WorkEngine DirectClients - Dequeued 1 items from media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:35.249 UTC DEBUG WorkEngine DirectClients - Looking for idle thread
2023-06-13_14:58:35.249 UTC DEBUG WorkEngine DirectClients.2 - Processing: media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound 1
2023-06-13_14:58:35.250 UTC DEBUG WorkEngine DirectClients.2 - Item: 0 Age: 0 InboundMessage: {"messageType":"coreRequest","requestId":"1b37e286-1d45-4e53-8d29-5ab8bdf51050","command":"bindResource","serviceId":"WorkflowManager","resourceId":"PureCloud-rajat1"}
2023-06-13_14:58:35.250 UTC DEBUG NetworkSession media-bar rajat.gupta@openmethods.com - Dispatching Message:
{"messageType":"coreRequest","requestId":"1b37e286-1d45-4e53-8d29-5ab8bdf51050","command":"bindResource","serviceId":"WorkflowManager","resourceId":"PureCloud-rajat1"}
2023-06-13_14:58:35.250 UTC INFO View initial - Entered State: initial
2023-06-13_14:58:35.250 UTC INFO WorkflowSession PureCloud-rajat1 - Client Event: state.updated
{"messageType":"stateEvent","target":"PureCloud-rajat1","name":"state.updated","context":{},"data":[{"name":"session.logout","type":"disable"},{"name":"session.login","type":"enable"}]}
2023-06-13_14:58:35.250 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Queued Response: {"messageType":"coreResponse","requestId":"1b37e286-1d45-4e53-8d29-5ab8bdf51050","command":"bindResource","serviceId":"WorkflowManager","resourceId":"PureCloud-rajat1","resourceName":"PureCloud-rajat1","resourceType":"com.openmethods.iserver.workflow.session","result":"success"}
2023-06-13_14:58:35.250 UTC DEBUG WorkEngine DirectClients.2 - Item 0 done in 1 InboundMessage: {"messageType":"coreRequest","requestId":"1b37e286-1d45-4e53-8d29-5ab8bdf51050","command":"bindResource","serviceId":"WorkflowManager","resourceId":"PureCloud-rajat1"}
2023-06-13_14:58:35.250 UTC DEBUG WorkEngine DirectClients.2 - Finished with queue processing
2023-06-13_14:58:35.250 UTC DEBUG WorkEngine DirectClients.2 - Removing queue lock for media-bar rajat.gupta@openmethods.com.9b5847bb-d944-4ac2-9eb5-ffb22b91df87.inbound
2023-06-13_14:58:35.250 UTC DEBUG WorkEngine DirectClients.2 - Going back to idle pool |
As the session is created, a new processor session resource and workflow session resource are created and need to be bound to just like the processor and workflow services.
Workflow Events
| Code Block |
|---|
2023-06-13_14:58:35.910 UTC INFO WorkflowSession PureCloud-rajat1 - Workflow Event: PureCloud-rajat1 session.started
2023-06-13_14:58:35.910 UTC DEBUG ViewObject session.PureCloud-rajat1 - processing event session.started
2023-06-13_14:58:35.910 UTC DEBUG ViewObject session.PureCloud-rajat1 - Found transition for event: session.started
2023-06-13_14:58:35.911 UTC INFO View initial - Exited State: initial
2023-06-13_14:58:35.911 UTC INFO View logged_in - Entered State: logged_in
2023-06-13_14:58:35.911 UTC DEBUG NetworkClient media-bar rajat.gupta@openmethods.com - Queued Event: {"messageType":"resourceEvent","serviceId":"WorkflowManager","resourceId":"PureCloud-rajat1","event":{"messageType":"stateEvent","target":"PureCloud-rajat1","name":"state.updated","context":{},"data":[{"name":"session.logout","type":"enable"},{"name":"session.login","type":"disable"}]}}
2023-06-13_14:58:35.911 UTC INFO WorkflowSession PureCloud-rajat1 - Client Event: state.updated
{"messageType":"stateEvent","target":"PureCloud-rajat1","name":"state.updated","context":{},"data":[{"name":"session.logout","type":"enable"},{"name":"session.login","type":"disable"}]}
2023-06-13_14:58:35.911 UTC DEBUG WorkflowSession PureCloud-rajat1 - Done processing event: PureCloud-rajat1 session.started |
As the session or interaction state changes, the workflow component keeps track using several state machines. An event is raised by the processor session and sent to the workflow engine (line 1). The workflow engine looks to see if there is a transition for the event and if there is changes the state machine (line 3). The state changes are listed in lines 3 & 4. When the state changes, the set of buttons or capabilities that are enabled and disable are updated and set to the client (lines 6-8).
Errors
| Code Block |
|---|
2023-06-13_14:58:18.134 UTC ERROR MQProcessor CICEnvironment - Error reading messages. Resetting connection
java.net.SocketException: Socket closed
at java.base/java.net.SocketInputStream.read(SocketInputStream.java:183)
at java.base/java.net.SocketInputStream.read(SocketInputStream.java:140)
at java.base/java.net.SocketInputStream.read(SocketInputStream.java:200)
at com.openmethods.iserver.processor.cti.mq.MQProcessor$MessageListener.run(MQProcessor.java:490)
at java.base/java.lang.Thread.run(Thread.java:834) |
Errors are almost always multi-line events. The first line contains information about the error and what was trying to be done when the error occurred. The remaining lines are a Java stack trace that provides technical details about the error and should be included in any bug report.