AWA agent status updates intermittently not received by 3CLogic integration<!-- /*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: ; } } It has been observed that intermittently when an agent updates their status it is not syncing with the 3CLogic integration. The issue can have multiple causes and it should be investigated on a case-by-case basis. In some circumstances, the issue can be caused by the AMB channel becoming flooded due to a large number of requests. Also, in the past we have seen instances where the customer has a custom widget causing semaphore exhaustion, or Record Watchers causing the AMB channel to reach max depth. To troubleshoot AMB related issues, please review the below steps: Confirm if the AMB send/receive semaphores are exhausted. If they are, check if it is occurring on one node or on all the nodes.Review the AMB dashboard around the time the issue occurred to check if semaphores were maxed out. Check the affected nodes' "xmlstats" to see what type of AMB transactions are occupying the semaphore (and/or semaphore queue). There is also a known defect PRB2011118, which occurs on the first page load when the AWA agent presence state change event (agentPresenceStateWatcher) fires before OpenFrame CTI iframe has completed initialization (contentWindowInit is false), the initial presence update is silently dropped, and the iframe never receives the agent's presence state that was set during this window After the iframe finishes loading, subsequent presence updates are delivered normally since contentWindowInit is true. Please note, this issue will only affect the first presence event — the one that arrives during the initialization window — is lost, as subsequent updates will be fine. There is a fix for PRB2011118 to be released in Openframe Bundle - v3.2 (Australia - May2026).