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Purpose

To provide a list of common and not so common SAP Contact Center (AKA SAP BCM) errors based on the corresponding components like CEM (Call Event Manager), CD (Call Dispatcher) etc. This list is meant to be used as a reference to all SAP Contact Center Administrators to better assist with their troubleshooting of Contact Center issues.

Overview

In this document, we will try to provide a list of errors along with their meaning and in some cases, how to fix them. We will create these in different areas which correspond to the different logs themselves. I highly encourage anyone who has come across a known error along with the meaning, to document this here for the benefit of the community in general.

Application: Online Interaction Interface (OII)

1- Error Message:
EXC> UnsubscribeNotified ProtocolError System.Net.WebException: The request failed with HTTP status 401: Unauthorized. at System. Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream,Boolean asyncCall)
at System.Web.Services.Protocols.SoapHttpClientProtocol.EndInvoke(IAsyncResult asyncResult) at ICIEventClient.IciEventClient.EndsubscriptionEnded(IAsyncResult asyncResult) in d:\Java\jenkinssvc\workspace\BuildHotfix\source\ExtAppIntegration\WebServices\ChatLib\ICIEventClient.cs:line 225 at ChatLib.App.UnsubscribeNotified(IAsyncResult asyncResult) in
d:\Java\jenkinssvc\workspace\BuildHotfix\source\ExtAppIntegration\WebServices\ChatLib\App.cs:line 681

Meaning:
This error is non-fatal. In reality, this should not even be an error but an info message. The reason is because when the Interaction Center WebClient is restarted and CRM calls the iciUser.getAttributes, then OII will end old subscriptions and send subscriptionEnded message to CRM. This sometimes fails because the old session has already been closed in CRM, hence producing this error.

Possible Solution:
We have changed the error handleing to show this as an info message not an error.

  


2- Error Message:
EXC> userChanged failed in 16 ms
INF> SendSOAP subscriptionEnded: reason=Timeout description=HTTP error url=http://xxxx ....
EXC> UnsubscribeNotifiedProtocolErrorSystem.Net.WebException: The request failed with HTTP status 401: Unauthorized.

Meaning:
After subscribe, OII sends these notification messages when a user/call/message/container changes. Sometime, due to timeouts in the CRM sessions, the ICI event fails. This could usually be followed by a 401 or 400 error.

Possible Solution:
By default, all IC based business roles in CRM only support 1 browser window opened which creates two session in the background (Agent Session and Worker Session), if users open multiple browser windows and the there is more than 6 session found for a particular user in SM04, any new session created are discarded. This causes issues with the CTI connection, specially when using a webdispatcher or load-balancer.

Suggestions:

  • Check notes:
    • 1866327 : CRM IC: How to identify root cause of a session in SM04 when working with a CRM IC business role and steps for resolving in case of errors.
    • 1757252 : Troubleshooting steps related to session loss.
    • 1899896 : Security Sessions / Application Sessions - and its timeout.
    • 1877120 : CRM-IC: session timeout issue with CRM 7 EHP1 and higher. It introduces a new warning popup which is displayed before timeout.
  •  Check Sigrid's blog "Tips and Tricks - Troubleshooting CRM (Interaction Center)".
     

3- Error Message:
ERR> <<< SoapResponse 201
<HTML><HEAD>
<TITLE>500 SAP Internal Server Error</TITLE>
</HEAD><BODY>
<H1>500 SAP Internal Server Error</H1>
ERROR: HTTPIO_PARSE_REQUEST_ERROR (termination: UNKNOW_TERMINATION_NR)<P>
</BODY></HTML>

-> EXC> userChanged failed in 951 ms:

Meaning:
The System.InvalidOperationException, means the client found a response content type of 'text/html; charset=utf-8', but expected 'text/xml'. So the request failed with an empty response. The problem happens in CRM: 500 SAP Internal Server Error - HTTPIO_PARSE_REQUEST_ERROR.

Possible Solution:

  • Check sap note 1341459 :  (ITS)
  • Open a support incident under component BC-CST-IC to investigate the reason for the HTTPIO_PARSE_REQUEST_ERROR. Make sure to provide HTTPWatch logs for further investigation based on the timeframe of the issue.

 


4- Error Message: 
ERR> [Call:F477D6C7109AE3118AC3D89D671C4193;LANGREDT;+816]Dial not proceeding
/// Then //
ERR> (Status) Cleaning up dial Call:F477D6C7109AE3118AC3D89D671C4193;LANGREDT;+816 because of status Ended

Meaning:
This error is usually thrown when the same user creates two simultaneous outbound calls in the CRM Interaction Center WebClient. You would see something like:
09:24:30.025 TRC> create:  channelType=1  containerId=+816
09:24:30.165 TRC> dial:  lineNumber=+816  callHandle=F377D6C7109AE3118AC3D89D671C4193  dialNumber=+########
09:24:31.007 TRC> create:  channelType=1  containerId=+816
09:24:31.115 TRC> dial:  lineNumber=+816  callHandle=F477D6C7109AE3118AC3D89D671C4193  dialNumber=+########
The second call does not proceed and gives these errors.

Possible Solution:

  • This is a user error, only one call should be made at a time.
  • There is no issue from SAP Contact Center (BCM) side. 

5- Error Message:
EXC> <IciErrorCodes xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="urn:IciEventInterface">223 Item ID is unknown:
8227F1DE039AE3118AC3D89D671C4193f alse at ChatLib.App.GetItem(String itemId) in d:\bcm_70_sp6_source\bcm_7\source\source\ExtAppIntegration\WebServices\ChatLib\App.cs:line 579 at WicomOII.IciItemService.accept(String itemId, String containerId) in d:\bcm_70_sp6_source\bcm_7\source\source\ExtAppIntegration\WebServices\WicomOII\IciItemService.asmx.cs:line 78

EXC> <IciErrorCodes xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="urn:IciEventInterface">223 Item ID is unknown: 8227F1DE039AE3118AC3D89D671C4193false 07:52:15.547 ERR> >>> SoapResponse 693 

Meaning:
This error happens when the user tries to accept the alerting call that has just disconnected. This is a timing problem between SAP Contact Center (BCM) and CRM. But this error is not critical.

Possible Solution:

NA

 


6- Error Message:
ERR> User ID is unknown: USER1

Meaning:
This error happens when user FOULADVA starts IC WebClient but there is no such user in SAP Contact Center (BCM).

Possible Solution:
Map the user in CRM to that of the SAP Contact Center (BCM). Logon to the System Configurator -> User and Role Management -> User -> Authentication Block -> CRM Logon Name (enter the same name as the username in CRM) for instance,  USER1.


7- Error Message:
ERR> [Call:E726382EFA99E3118AC3D89D671C4193;1A9EECA2B7BF82468F0176F2555D5780;LOOSP;+814]  Drop ignored because processingStatus=WrapUp

Meaning:
This error happens when CRM tries to drop a call that has just been disconnected.

Possible Solution:
Error handling has been improved in latest releases (SP5 and up) . Now this should only be an INFO message, not an error.

 


8- Error Message:
ERR>[Call:5EEA42437A7EE311B7170019999802A4;MEIZHEN.YAO;+8712]  Other call is already alerting:

Meaning: 
This error should be more like a warning (non-fatal). The error most likely happens when there is already a call alerting while the agent is making an outbound call. The Dial or Consult function fails.

Possible Solution:
Error handling has been improved in latest releases (SP5 and up) . Now this should only be an INFO message, not an error.


9- Error Message: 
EXC> (CEM) Connection to AgentServer stopped System.IndexOutOfRangeException: Index was outside the bounds of the array. at System.Collections.Generic.Dictionary`2.Resize(Int32 newSize, Boolean forceNewHashCodes) at System.Collections.Generic.Dictionary`2.Insert(TKey key, TValue value, Boolean add) at WicomOII.Client.SetId(Peer peer, ByteArray id) at WicomOII.OIIState.NetReader()

Meaning:
This error is caused by some unusual anomalies where some thread is manipulating the dictionary at the same time or in other case, if one thread is manipulating the dictionary and other thread is enumerating it, causing issues .

Possible Solution:
We have  added a lock mechanism to the client's dictionary to prevent this from happening. This is fixed in Support Pack 7.


10- Error Message:
EXC> [SAPphone2]  SPS_STAT_DATA_GET ProtocolError System.Net.WebException: The request failed with HTTP status 403: Forbidden.    at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse( SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)    at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)    at WicomOII.RDI.RDI.GetConnectionsTabular(DateTime StartTimestamp, DateTime EndTimestamp, UInt64 MaxSteps)    at SAPphoneProxy.SAPphoneServerImpl.Sps_Stat_Data_Get(Decimal End_Tmsp, String Max_Package_Size, Decimal Start_Tmsp, String& Err_Text, String& No_More_Data, String& Returncode, String & System_Rc_X, SPH_STHDRETable& Con_Header, SPH_STSTPETable & Con_Steps)

Meaning:
This error is most likely caused by missing configuration in IA.

Possible Solution:
Enable RDI  in the Integration Interfaces settings in the IA.

 


11- Error Message:
TRC> (SOAP 120) SendSOAP userChanged/JSWI2412/workmode=1000/Phone Is Not Open appUrl=http://1x.xxx.xx.xxx:8015/sap(bD1FTiZjPTIwMCZpPTEmZT1TbE5YU1RJME1USmZYMTlmTkRSZk1qTXlVNldLSGliMUVuRGhBSUFBQ3R3dE5BJTNkJTNk)/bc/soap/ici

EXC> userChanged failed in 124 ms: appUrl=http://1x.xxx.xx.xxx:8015/sap(bD1FTiZjPTIwMCZpPTEmZT1TbE5YU1RJME1USmZYMTlmTkRSZk1qTXlVNldLSGliMUVuRGhBSUFBQ3R3dE5BJTNkJTNk)/bc/soap/ici userId: USER1

System.Net.WebException: The request failed with HTTP status 407: Proxy Authentication Required.

Meaning: 
3rd party proxy related issue.

Possible Solution(s):

  1. Check the following Microsoft article http://support.microsoft.com/kb/330221
    This could be fixed by adding the following to Web.config (under OII):
       <system.net>  
         <defaultProxy>
            <proxy usesystemdefault = "false" proxyaddress="http://proxyserver:port" bypassonlocal="true" />
     
         </defaultProxy>

       </system.net>
  2. Go to http://stackoverflow.com/questions/1628946/http-status-407-proxy-authentication-required-error-when-calling-web-service
    Adding a <defaultProxy /> element into in web.config under <system.net> with useDefaultCredentials="true" may well do the job.
          <configuration>
                <system.net>
                      <defaultProxy useDefaultCredentials="true" /> 
                 </system.net> 
           </configuration>
     

  3. Go to http://msdn.microsoft.com/en-us/library/kd3cf2ex(v=vs.110).aspx
      If the defaultProxy element is empty, the proxy settings from Internet Explorer will be used.
      So it should be possible to fix this also by changing the settings in IE in the server where OII is running.

  


 

12- Error Message: 
TRC> (CEM) [B91A55B3013B76498EC75C7C0B64F044;WICOM1;+2001] Evt=UI_CONF  CALL_ID=2A058D08B9A74C8995E8101F7AD33B46;Status=CALL_DROPP ED;_EVT=UI_CONF;_OII_EVT=EVT;_SAP_ID=CONTROL;

ERR> (CEM) [WICOM1;+2001]CALL_ID=2A058D08B9A74C8995E8101F7AD33B46 not Conferenced

Meaning:
This error is not harmful. This message was written to the log when CDT sends the CALL_DROPPED event for a conference call after the call has been disconnected.This is erroneous and the error has been removed from error checking in the latest SP8 release.

Possible Solution: 
KBA 2060398 - SCC 7.0 - CRM remains in Wrap-up but CDT goes to ready after hanging on a conference call

 


 

13- Error Message: 
ERR> (Status) PlatformParameter ExtDataInJoin= should be 1

 

Meaning:
This error means that there is a missing/expected configuration in SAP Contact Center which if not checked, would affect how the CAD is handled when completing a consultation call in CRM.

 

Possible Solution: 
 KBA 2084839 - SCCtr 7.0 - OII ERR> (Status) PlatformParameter ExtDataInJoin= should be 1 | Wrong consultation call CAD information 


 

Related Content

Related Documents

SAP BCM 7 Help Portal : http:help.sap.com/bcm70
SCN blog  : You've got questions, we've got answers
SCN document: Tools and examples provided inside BCM installation package
Wiki Page:SCC - Common Errors and what they mean - Call Dispacther (CD)
Wiki Page:SCC - Common Errors and what they mean - Connection Server (BCMCS)
Wiki Page:SCC - Common Errors and what they mean - External Terminal Controller (ETC)
Wiki Page:SCC - Common Errors and what they mean - Web Client (WC)
Wiki Page:SCC - Common Errors and what they mean - Call Event Manager (CEM)

Related SAP Notes/KBAs

SAP Note 1753607 : BCM 7.0 How to change server and client loglevels 
SAP Note 1753539 : BCM 7.0 Required information and logs for troubleshooting
SAP Note 1867297 : BCM 7.0 Knowledge Base Master Note

 

 

 

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