On Premises

WebAgent Errors & Solutions

Introduction

When using the Anywhere365 WebAgent it could occur that an Error message is prompted. Because the WebAgent is the UI it will also show Error messages from the backend system. This page will show the common error mesages and help you to find how to solve them.

 

Error Message

Error: Error retrieving active conversations. Unexpected response from call to WebAgent service: The server returned an error on GET to url conversation

Reason: WebAgent Service failed to connect to the Dialogue Manager.

Solution: Possible causes:

  • A invalid connectionstring in the Dialogue Manager. Validate the connection string in the Plugin Settings.

  • Authentication issues connecting the Dialogue Manager database. Validate the account connecting to the database and the connection string.

  • Invalid URL in the plugin setting: "Setting:Uri Scope:DialogueManager". Validate if the Uri is correct.

  • Dialogue Manager service is offline/unavailable. Reach out to your Anywhere365 reprisentative to validate if the service is running correctly.


Error: An error has occurred while retrieving CRM contacts

Reason: WebAgent Service failed to GET from the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service.

Solution: Possible causes:

  • An invalid URL in the plugin settings: "Setting: CrmServiceUrl Scope:WebAgentService". Validate if the Url is correct.

  • Authentication issues connecting to the CRM System. Validate the credentials and permissions for the account connecting the CRM System.

  • CRM Service incorrectly configured. Validate the settings configured in the Plugin Settings.

  • CRM Service Offline/unavailable. Reach out to your Anywhere365 representative to validate if the service is running correctly.


Error: The server returned an error on POST to url queue/accept?conversationid=[conversationId]

Reason: WebAgent Service failed to POST to the Attendant Service

Solution: Possible causes:

  • An invalid URL in the plugin settings: "Setting: AttendantService Scope:WebAgentService". Validate if the Url is correct.

  • Attendant Service offline/unavailable. Reach out to your Anywhere365 representative to validate if the service is running correctly.


Error: Error updating user reasoncode to [REASON CODE] on ucc [UCC]. Unexpected response from call to WebAgent service: The server returned an error on PUT to url ucc/[UCC]

Reason: WebAgent Service failed to PUT to the Attendant Service

Solution: Possible causes:

  • An invalid URL in the plugin settings: "Setting: AttendantService Scope:WebAgentService". Validate if the Url is correct.

  • Attendant Service offline/unavailable. Reach out to your Anywhere365 representative to validate if the service is running correctly.


Error: The server returned an error on PUT to url ucc/[UCC]?force=false

Reason: WebAgent Service failed to PUT to the Attendant Service

Solution: Possible causes:

  • An invalid URL in the plugin settings: "Setting: AttendantService Scope:WebAgentService". Validate if the Url is correct.

  • Attendant Service offline/unavailable. Reach out to your Anywhere365 representative to validate if the service is running correctly.


Error: Error increasing wrapup time for ucc [UCC_name] and id [UCC_id]. Unexpected response from call to WebAgent Service. The server returned an error on POST to url wrapup/increase?uccName=[UCC_name]&uccId=[UCC_ID]

Reason: WebAgent Service failed to PUT to the Attendant Service

Solution: Possible causes:

  • An invalid URL in the plugin settings: "Setting: AttendantService Scope:WebAgentService". Validate if the Url is correct.

  • Attendant Service offline/unavailable. Reach out to your Anywhere365 representative to validate if the service is running correctly.


Error: There was an unexpected error setting the classification for the current conversation. Please contact your admin.

Reason: WebAgent Service failed to PUT to the Call Property Service.

Solution: Possible causes:

  • An invalid URL in the plugin settings: "Setting: CallPropertyService Scope:WebAgentService"

  • Invalid connectionstring in the Call Property Service. Validate the connection string in the Call Property Service.

  • Authentication issues connecting the CDR database. Validate the account connecting to the database and the connection string.

  • Call Property Service is offline/unavailable. Reach out to your Anywhere365 representative to validate if the service is running correctly.


Error: Error requesting on hold. Unexpected response from call to WebAgent service: The server returned an error on POST to url conversation/[conversationid]/onhold

Reason: WebAgent Service failed to POST to the Call Controls Plugin

Solution: Possible causes:

  • An invalid URL or port in the plugin settings: "Setting: Uri Scope: CallControlsPlugin and/or ApiPlugin"

  • The conversation is no longer active, for example the customer just disconnected.


Error: Error requesting resume. Unexpected response from call to WebAgent service: The server returned an error on POST to url conversation/[conversationid]/mute

Reason: WebAgent Service failed to POST to the Call Controls Plugin

Solution: Possible causes:

  • An invalid URL or port in the plugin settings: "Setting: Uri Scope: CallControlsPlugin and/or ApiPlugin"

  • The conversation is no longer active, for example the customer just disconnected.


Error: Error requesting resume. Unexpected response from call to WebAgent service: The server returned an error on POST to url conversation/[conversationid]/disconnect

Reason: WebAgent Service failed to POST to the Call Controls Plugin

Solution: Possible causes:

  • An invalid URL or port in the plugin settings: "Setting: Uri Scope: CallControlsPlugin and/or ApiPlugin"

  • The conversation is no longer active, for example the customer just disconnected.


Error: Error requesting disconnecting conversation. Unexpected response from call to WebAgent service: The server returned an error on DELETE to url conversation/[conversationid]/disconnect

Reason: WebAgent Service failed to POST to the Call Controls Plugin

Solution: Possible causes:

  • An invalid URL or port in the plugin settings: "Setting: Uri Scope: CallControlsPlugin and/or ApiPlugin"

  • The conversation is no longer active, for example the customer just disconnected.


Error: Transfer failed. Please try again.

Reason: WebAgent Service failed to POST to the Call Controls Plugin

Solution: Possible causes:

  • An invalid URL or port in the plugin settings: "Setting: Uri Scope: CallControlsPlugin and/or ApiPlugin"

  • The conversation is no longer active, for example the customer just disconnected.