Question

SendToDesktop activity throwing the UnsupportedOperationException when publishing the event - CTI events

I am getting this issue whenever i am trying to login to the Softphone. When traced found that the SendToDesktop activity is throwing this exception while publish this the event in "NO-Plugin" mode ( HTTP).This issue is only occured in UAT ( prod enviornment) not in any of the lower env.

SendToDesktop Activity - Step 2 has the Java code . The last step in the activity will publish the event , since it is an out-of-box activity I am not sure this activity will post the information in Queue.

Can someone help me what we are really  missing causing this issue ? or did anyone encounter this issue before ? Please advice.

 

 

 

2016-10-13 14:34:53,262 [   WebContainer : 19] [  STANDARD] [    CardSrv:04.56.50] (                pega.pegacti.*) DEBUG lepsupport.mango.org|10.XX2.X22.122|SOAP|CTILinkRemoteEvent|Event|PhoneEvent|ABBCAF5470E2B54912B4E93D2A2388F2E DSundaravadivelu - Processing Remote Event <?xml version="1.0"?>

<pagedata>
<pyAgentStateName>Unknown</pyAgentStateName>
<pyEventString>DeviceSnapshot</pyEventString>
<pyActiveLine>-1</pyActiveLine>
<pySessionId>JTAPI_AvayaUATCTILink-ACD</pySessionId>
<pxObjClass>ChannelServices-Event-CTILink-JTAPI</pxObjClass>
<pyLinkNodeURL>/g39KfsPA6--ty8Xd36mkqQ%5B%5B*</pyLinkNodeURL>
<pyLinkName>AvayaUATCTILink</pyLinkName>
<pyLinkState>CONNECTED</pyLinkState>
<pyVendor>AVAYA</pyVendor>
<pyThisDN>1052232</pyThisDN>
<pyDeviceState>CLOSED</pyDeviceState>
<pyLinkInsHandle>CHANNELSERVICES-ADMIN-CTILINK-LOCAL-JTAPI AVAYAUATCTILINK</pyLinkInsHandle>
<pyAgentState>Unknown</pyAgentState>
<pyWorkStationId>HTTP://10.XX2.XX1.XX0/H-GET?ChannelName=PegaCALL|ChannelParam=H1084F845F5C7E21896E1352FFA78F997</pyWorkStationId>
<pyHeartbeatInterval>60000</pyHeartbeatInterval>
<pyClientHandle>AFA835EF6A171128C79411FECD13BC46C</pyClientHandle>
<pzStatus>false</pzStatus>
<pyLines REPEATINGTYPE="PageList">
<rowdata REPEATINGINDEX="1">
<pyCallId>0</pyCallId>
<pyUCID>0</pyUCID>
<pyLineState>NONE</pyLineState>
<pxObjClass>ChannelServices-Embed-Line</pxObjClass>
</rowdata>
<rowdata REPEATINGINDEX="2">
<pyCallId>0</pyCallId>
<pyUCID>0</pyUCID>
<pyLineState>NONE</pyLineState>
<pxObjClass>ChannelServices-Embed-Line</pxObjClass>
</rowdata>
<rowdata REPEATINGINDEX="3">
<pyCallId>0</pyCallId>
<pyUCID>0</pyUCID>
<pyLineState>NONE</pyLineState>
<pxObjClass>ChannelServices-Embed-Line</pxObjClass>
</rowdata>
<rowdata REPEATINGINDEX="4">
<pyCallId>0</pyCallId>
<pyUCID>0</pyUCID>
<pyLineState>NONE</pyLineState>
<pxObjClass>ChannelServices-Embed-Line</pxObjClass>
</rowdata>
</pyLines>
</pagedata>

2016-10-13 14:34:53,265 [   WebContainer : 19] [  STANDARD] [    CardSrv:04.56.50] (              com.pega.pegacti) DEBUG lepsupport.mango.org|10.XX2.X22.122|SOAP|CTILinkRemoteEvent|Event|PhoneEvent|ABBCAF5470E2B54912B4E93D2A2388F2E DSundaravadivelu - protocol- HTTP
2016-10-13 14:34:53,265 [   WebContainer : 19] [  STANDARD] [    CardSrv:04.56.50] (              com.pega.pegacti) DEBUG lepsupport.mango.org|10.XX2.X22.122|SOAP|CTILinkRemoteEvent|Event|PhoneEvent|ABBCAF5470E2B54912B4E93D2A2388F2E DSundaravadivelu - HTTP-G parsing presence info: H-GET?ChannelName=PegaCALL|ChannelParam=H1084F845F5C7E21896E1352FFA78F997
2016-10-13 14:34:53,265 [   WebContainer : 19] [  STANDARD] [    CardSrv:04.56.50] (              com.pega.pegacti) DEBUG lepsupport.mango.org|10.XX2.X22.122|SOAP|CTILinkRemoteEvent|Event|PhoneEvent|ABBCAF5470E2B54912B4E93D2A2388F2E DSundaravadivelu - Publishing event + reqID [H1084F845F5C7E21896E1352FFA78F997] Event [

<SnapshotEvent>
<pyAgentStateName>Unknown</pyAgentStateName>
<pyEventString>DeviceSnapshot</pyEventString>
<pyActiveLine>-1</pyActiveLine>
<pySessionId>JTAPI_AvayaUATCTILink-ACD</pySessionId>
<pxObjClass>ChannelServices-Event-CTILink</pxObjClass>
<pyLinkNodeURL>/g39KfsPA6--KwrE99DP2yw%5B%5B*</pyLinkNodeURL>
<pyLinkName>AvayaUATCTILink</pyLinkName>
<pyLinkState>CONNECTED</pyLinkState>
<pyVendor>AVAYA</pyVendor>
<pyThisDN>1052232</pyThisDN>
<pyDeviceState>CLOSED</pyDeviceState>
<pyLinkInsHandle>CHANNELSERVICES-ADMIN-CTILINK-LOCAL-JTAPI AVAYAUATCTILINK</pyLinkInsHandle>
<pyAgentState>Unknown</pyAgentState>
<pyWorkStationId>HTTP://10.XX2.XX1.XX0/H-GET?ChannelName=PegaCALL|ChannelParam=H1084F845F5C7E21896E1352FFA78F997</pyWorkStationId>
<pyHeartbeatInterval>60000</pyHeartbeatInterval>
<pyMedia>Phone</pyMedia>
<pyEventName>Snapshot</pyEventName>
<pyClientHandle>AFA835EF6A171128C79411FECD13BC46C</pyClientHandle>
<pzStatus>valid</pzStatus>
<pyLines REPEATINGTYPE="PageList">
<rowdata REPEATINGINDEX="1">
<pyCallId>0</pyCallId>
<pyUCID>0</pyUCID>
<pyLineState>NONE</pyLineState>
<pxObjClass>ChannelServices-Embed-Line</pxObjClass>
</rowdata>
<rowdata REPEATINGINDEX="2">
<pyCallId>0</pyCallId>
<pyUCID>0</pyUCID>
<pyLineState>NONE</pyLineState>
<pxObjClass>ChannelServices-Embed-Line</pxObjClass>
</rowdata>
<rowdata REPEATINGINDEX="3">
<pyCallId>0</pyCallId>
<pyUCID>0</pyUCID>
<pyLineState>NONE</pyLineState>
<pxObjClass>ChannelServices-Embed-Line</pxObjClass>
</rowdata>
<rowdata REPEATINGINDEX="4">
<pyCallId>0</pyCallId>
<pyUCID>0</pyUCID>
<pyLineState>NONE</pyLineState>
<pxObjClass>ChannelServices-Embed-Line</pxObjClass>
</rowdata>
</pyLines>
</SnapshotEvent>
]
2016-10-13 14:34:53,265 [   WebContainer : 19] [  STANDARD] [    CardSrv:04.56.50] (      internal.mgmt.Executable) ERROR lepsupport.mango.org|10.XX2.X22.122|SOAP|CTILinkRemoteEvent|Event|PhoneEvent|ABBCAF5470E2B54912B4E93D2A2388F2E DSundaravadivelu - Exception
java.lang.UnsupportedOperationException
 at com.pega.pegarules.cluster.internal.PRClusterDistributedObjectManagerImpl.getDistributedMap(PRClusterDistributedObjectManagerImpl.java:43)
 at com.pega.pegarules.exec.internal.async.ClusterSubscriptionsManager.getSubscriberNodesMap(ClusterSubscriptionsManager.java:86)
 at com.pega.pegarules.exec.internal.async.ClusterSubscriptionsManager.getAllSubscribedNodesSet(ClusterSubscriptionsManager.java:107)
 at com.pega.pegarules.exec.internal.async.PRHazelcastPublishServiceImpl.publish(PRHazelcastPublishServiceImpl.java:77)
 at com.pega.pegarules.exec.internal.async.ASMClusterCommunicator.publishEvent(ASMClusterCommunicator.java:70)
 at com.pega.pegarules.exec.internal.async.AsyncServicesManager.publishEvent(AsyncServicesManager.java:870)
 at com.pega.pegarules.exec.internal.async.PushNotificationsUtilsImpl.publishEvent(PushNotificationsUtilsImpl.java:47)
 at com.pegarules.generated.activity.ra_action_sendtodesktop_73dcd226e15b7cd3a17926773690a834.step2_circum0(ra_action_sendtodesktop_73dcd226e15b7cd3a17926773690a834.java:317)
 at com.pegarules.generated.activity.ra_action_sendtodesktop_73dcd226e15b7cd3a17926773690a834.perform(ra_action_sendtodesktop_73dcd226e15b7cd3a17926773690a834.java:86)
 at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3500)
 at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10514)
 at com.pegarules.generated.activity.ra_action_sendsnapshotevent_03ffd310f0cabb5a8e633ca4aac1f088.step5_circum0(ra_action_sendsnapshotevent_03ffd310f0cabb5a8e633ca4aac1f088.java:364)
 at com.pegarules.generated.activity.ra_action_sendsnapshotevent_03ffd310f0cabb5a8e633ca4aac1f088.perform(ra_action_sendsnapshotevent_03ffd310f0cabb5a8e633ca4aac1f088.java:120)
 at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3500)

***Updated by Moderator: Marissa. Removed user added blog, #helpme, and Ask the Expert group tags. Apologies for confusion, shouldn't have been an end-user option; add SR Details to post***

 

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Correct Answer
December 7, 2016 - 10:37am

YES, Thats true .. Pega is moving away from Plugin mode.

 

we have  identifed that, This issue is related to infrastructure issue. We had some customized codes to redirect event that we recived from Node1 to Node 2 for some other reason that we had in the past. Once removed the customized code and started run purely on OOB activites from pega. It start working!! :)

Thanks Keith for the support.:)

 

 

Comments

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Pega
October 17, 2016 - 3:56pm

I would suggest you start with looking at what is different between DEV/QA and UAT?  since this works once place, but not the other seems like it may be infrastructure or if you are connected to a diff avaya  environment it may be related to some data not sending. 

Due to the number of moving parts this question would better be handled as an SR due to the amount of investigation that would be needed.

Thanks

 

October 17, 2016 - 9:55pm
Response to Keith_W6

Thanks Keith. Raised a SR-B34. 

November 29, 2016 - 8:38pm

It could be plug in issue or choose different mechanism to send or receive events instead of browser plug in.

In recents version of CPM Pega is moving away from plug ins i belive

December 7, 2016 - 10:37am

YES, Thats true .. Pega is moving away from Plugin mode.

 

we have  identifed that, This issue is related to infrastructure issue. We had some customized codes to redirect event that we recived from Node1 to Node 2 for some other reason that we had in the past. Once removed the customized code and started run purely on OOB activites from pega. It start working!! :)

Thanks Keith for the support.:)