Openframe - Agent Presence Troubleshooting Guide<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This KB article provides step-by-step instructions to help users verify and troubleshoot the agent presence state within their system. It guides users in systematically checking the relevant components (CTI and OpenFrame) involved in agent presence detection and state changes, so they can identify the source of any issues. 1. Check if Agent Presence is Received by the CTI Use the following steps to verify this. Refer to the images below for guidance Log in to your instance and navigate to the workspace. Open the browser console. In the browser console, select the iframe from the source dropdown. Type the following command in the console: JavaScript - openFrameAPI.subscribe(openFrameAPI.EVENTS.OPENFRAME_AWA_AGENT_PRESENCE, function (event){console.log(event)}); (Selection of iframe as the source) (Subscribing to openframe agent presence event with a callback function to log the event on the console) What this does: This code subscribes to the openframe_awa_presence_state event within the CTI iframe context, setting up a listener that monitors for changes in the agent's presence status. Whenever the agent presence state changes, the event triggers and the callback function logs the event payload to the browser console. This confirms that the CTI component is receiving and processing presence events as expected. 2. Verify the Presence State Event at the OpenFrame Level This process can be challenging because the OpenFrame JavaScript files are minified — compressed and obfuscated to optimize performance — making them harder to read and debug directly. Refer to the images below for guidance To work around this, search for a recognizable string such as "OUTGOING_CALL" in the openframe.effects.js file in the browser console. String literals are not minified and remain intact, making them reliable reference points for locating relevant code sections. Once you locate the openframe.effects.js file or its minified counterpart, find the function named agentPresenceStateWatcher. This function handles agent presence events within OpenFrame — specifically, it is where OpenFrame receives agent presence information and forwards it to the CTI component. Insert debugger statements or breakpoints within this function to pause execution and inspect the presence state event flow in real time. If neither the CTI nor OpenFrame shows any activity after these checks, the issue likely originates from the AMB (Asynchronous Message Bus) layer. (Searching for the string) (Adding debug points at the agentPresenceStateWatcher function in openframe.effects.js file)