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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: ryusuf on May 08, 2016, 05:43:45 PM

Title: Cannot save Agent Login ID in the Agent User profile created
Post by: ryusuf on May 08, 2016, 05:43:45 PM

Hello,

When i try to save Agent Login for a user in his profile. I get the following error in the config server logs. This error occurs even if i create a new Agent Login or use an already created one. :(


Don't know what the table cfg_flex_prop is used for and why is it violating the primary key constraint.


[i]2016-05-08T20:23:11.519 Trc 24215 There are [1] objects of type [CfgApplication] sent to the client [420] (application [default], type [SCE])
2016-05-08T20:23:11.519 Trc 04542 Message MSGCFG_ENDOBJECTSLIST sent to 420 (SCE 'default')

  MSGCFG_ENDOBJECTSLIST
  attr: IATRCFG_OBJECTTYPE          value:  9 [CfgApplication]
  attr: IATRCFG_REQUESTID          value:  138

2016-05-08T20:23:11.550 Trc 04541 Message MSGCFG_GETOBJECTINFO received from 420 (SCE 'default')

  MSGCFG_GETOBJECTINFO
  attr: IATRCFG_REQUESTID          value:  139
  attr: BATRCFG_FILTER              value: 
  attr: IATRCFG_OBJECTTYPE          value:  15 [CfgAgentLogin]

  Filter :
  key: dbid                        type:    [Integer], value : 101
  key: read_folder_dbid            type:    [Integer], value : 1
  key: object_path                type:    [Integer], value : 1
  Query  : dbid101

2016-05-08T20:23:11.550 Trc 24215 There are [1] objects of type [CfgAgentLogin] sent to the client [420] (application [default], type [SCE])
2016-05-08T20:23:11.550 Trc 04542 Message MSGCFG_ENDOBJECTSLIST sent to 420 (SCE 'default')

  MSGCFG_ENDOBJECTSLIST
  attr: IATRCFG_OBJECTTYPE          value:  15 [CfgAgentLogin]
  attr: IATRCFG_REQUESTID          value:  139

2016-05-08T20:23:11.550 Trc 04541 Message MSGCFG_CHANGEOBJECT received from 420 (SCE 'default')
<CfgAgentUpdate
  DBID="101">
<agentLogins>
  <CfgAgentLoginInfo
    linkDBID="101"  />
</agentLogins>
</CfgAgentUpdate>

2016-05-08T20:23:11.550 Trc 24211 Object [CfgAgentUpdate], DBID [101] is to be changed by client, type [SCE], name: [default], user: [default]
2016-05-08T20:23:11.550 Trc 24218 Transaction [4] is sent on execution
20:23:11.550 DBRequest, handle 223 sent, query :
BEGIN TRANSACTION

20:23:11.550 DBRequest, handle 224 sent, query :
insert into cfg_login_info (person_dbid, agent_login_dbid, wrapup_time, person_csid, agent_login_csid) values(101, 101, 0, 0, 0)

20:23:11.550 DBRequest, handle 225 sent, query :
insert into cfg_flex_prop (dbid, object_dbid, object_type, parent_dbid, prop_name, prop_value, prop_type, part, csid, object_csid, parent_csid) values(31683, 101, 15, 0, 'TServer', NULL, 3, 0, 0, 0, 0)

20:23:11.550 DBRequest, handle 226 sent, query :
insert into cfg_flex_prop (dbid, object_dbid, object_type, parent_dbid, prop_name, prop_value, prop_type, part, csid, object_csid, parent_csid) values(31684, 101, 15, 31683, 'wrap-up-time', '0', 0, 0, 0, 0, 0)

20:23:11.550 DBRequest, handle 227 sent, query :
update cfg_max_dbid set max_dbid = 31684 where object_type = 0

20:23:11.550 DBRequest, handle 228 sent, query :
insert into cfg_hdb_object (id,oper_type,oper_time,object_type,object_type_id,object_dbid,user_name,user_dbid) values (72570,4,1462728191,'CfgAgent',0,101,'default',0)

20:23:11.550 DBRequest, handle 229 sent, query :
update cfg_hdb_object set object_data=BLOB DATA(171 bytes) where id=72570

20:23:11.550 DBRequest, handle 230 sent, query :
insert into cfg_hdb_object (id,oper_type,oper_time,object_type,object_type_id,object_dbid,user_name,user_dbid) values (72571,4,1462728191,'CfgAgentLogin',0,101,'',0)

20:23:11.550 DBRequest, handle 231 sent, query :
update cfg_hdb_object set object_data=BLOB DATA(255 bytes) where id=72571

20:23:11.550 DBRequest, handle 232 sent, query :
update cfg_refresh set notify_id = 72571

2016-05-08T20:23:11.565 Std 07002 Execution failure: SQL statement '?', reason '[Microsoft][ODBC SQL Server Driver][SQL Server]Violation of PRIMARY KEY constraint 'PK__cfg_flex__1800E1CC77E5D737'. Cannot insert duplicate key in object 'dbo.cfg_flex_prop'. The duplicate key value is (31683, 0). ', error code 5
Processing failed on_endmacrorequest
New DB macrorequest to roll back DB transaction is prepared
20:23:11.565 DBRequest, handle 233 sent, query :
ROLLBACK TRANSACTION

2016-05-08T20:23:11.565 Std 07002 Execution failure: SQL statement '?', reason '[Microsoft][ODBC SQL Server Driver][SQL Server]Violation of PRIMARY KEY constraint 'PK__cfg_flex__1800E1CC77E5D737'. Cannot insert duplicate key in object 'dbo.cfg_flex_prop'. The duplicate key value is (31684, 0). ', error code 5
2016-05-08T20:23:11.597 Trc 24217 Transaction [4] is rolled back
2016-05-08T20:23:11.597 Std 23500 Configuration Server Error : Error  [CFGDBError], object [], property [Unknown] Description Validation error : [CFGDBError]
2016-05-08T20:23:11.597 Trc 04542 Message MSGCFG_ERROR sent to 420 (SCE 'default')

  MSGCFG_ERROR
  attr: IATRCFG_ERRORCODE          value:  6
  attr: SATRCFG_DESCRIPTION        value:  "Validation error : [CFGDBError] " 
  attr: IATRCFG_REQUESTID          value:  140[/i]




Thank you
Best Regards

Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: cavagnaro on May 08, 2016, 09:25:27 PM

You sure that agentid doesn't exist already ?

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Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: ryusuf on May 09, 2016, 06:29:38 AM

I tried both. Using existing Agent ID and also by creating a new Agent ID.

Cannot assign any of these. Also, i tried removing the agent ID from one of the Test User and saved it. Then i tried to assign it back and Save. But the error window pops out and does not get saved. :(

Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: nonny on May 09, 2016, 06:46:30 AM

Please post the exact steps you are following when creating a new person and switch login and assigning that login to the person.

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Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: ryusuf on May 09, 2016, 07:18:17 AM

We had created agents before without any issue.

This issue started recently, our client reported that they had deleted few agents who had Agent Login IDs and Place assigned to them. I initially suspected that might have caused the issue, however, i tried creating new Agent Logins and tried assigning. Even that is failing with the same error in the config server logs as shown below

The steps are as follows.

[list type=decimal]
[li]Create an Extension DN[/li]
[li]Create an Agent Login DN[/li]
[li]Create a place and link it to the Extension DN[/li]
[li]Create a new Agent[/li]
[li]Assign the Place to the Default Place filed[/li]
[li]Assign the Agent Login to the Agent[/li]
[li]Add Access group to the Agent[/li]
[li]Save the Agent profile[/li]
[/list]

Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: Fra on May 09, 2016, 11:54:46 AM

https://genesyspartner.force.com/customercare/pkb_Home?id=kA4U00000008eBeKAI&l=en_US&fs=Search&pn=1

Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: ryusuf on May 09, 2016, 11:56:42 AM

Thanks Fra..shall look into this..  :)

Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: ryusuf on May 10, 2016, 06:48:57 AM

Hi Fra,

It helped out and after syncing cfg_max_dbid and cfg_flex_prop tables, we were able to assign the Login IDs.

Appreciate your help. Thanks a lot.  :) :)

Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: Fra on May 10, 2016, 06:54:53 AM

Excellent, good to know it was the same issue.
You're welcome.

Fra

Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: cavagnaro on May 10, 2016, 01:50:37 PM

??? Wondering what would cause that issue to occur...why would a desync would happen?

Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: nonny on May 11, 2016, 07:49:14 AM

Some type of write delay or poorly defined commit criteria

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Title: Re: Cannot save Agent Login ID in the Agent User profile created
Post by: ryusuf on May 15, 2016, 06:21:54 AM

Could be because some network issues or termination of applications.  ??? ???