Agent going to ready state after login

Hi guys,
I have UCCX 5.0(2) and I would like to force agent to go to state ready after login. There were some posts on this topic and they suggested to play with workflow:
1. add add action agent ready at startup - for this I get: "Error on Startup Event. Error Message: An Agent State Action may only be used on Answered and Dropped Events."
2. add macro - record putting agent in ready state (keystroke Ctrl +W). This I can do, but agent gets error during login: " Could not execute Macro Action. Unable to playback to windows program."
Did you have similar problems? Did you solve it and how? Or maybe you have some other idea how to force agent to go in ready state after login?
BR,
Jelena

Hi,
Problem An agent using Windows XP was able to start Agent Desktop, but was
not able to enter an active state.
Solution Windows XP can be configured so that the Internet Connection Firewall
(ICF) is active. ICF acts by keeping track of all traffic to and from the
computer; it will only allow information through that has originated from
that particular computer. If a message originates from outside the
computer, it will be discarded.
To solve this problem, either turn off ICF (requires someone with
administrator rights to the computer) or override the defaults to include
known “good” connections like the CAD servers.
And also, is it by any chance happening during a failover or failback scenario in a High Availability (HA) setup?
If its a HA setup, did you install this CAD after the HA setup is made i.e. the CAD has the entries for the ip address of the both the nodes.
Hope it helps,
Anand

Similar Messages

Make CAD agents to go ready state upon login

hi all,
hope someone can help. running uccx 8.0. when agents log into CAD, it always put them in not ready state. is there a way to make them go ready right away upon login.
thanks
vijay

Hi Vijay,
Agent State Action
An Agent State action enables you to select an agent state to associate with an event.
Agent State actions can be associated only with Answered and Dropped events. The
only valid agent states are Login, Logout, Ready, Not Ready, and Work.
To set up an Agent State action:
1.Set up a new action. See “Adding a New Action” on page 98. The Select Action window appears.
2.Select the Agent State tab, and then click New. The Agent State Action Setup box appears (Figure 49).
3.Enter a name for the action, select the agent state control from the drop-down list, and then click OK
Please refer the CDA guide for more information,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf
Hope this helps.
Anand
Please rate helpful posts by clicking on the stars below the right answers !!

Uccx ready state after login

Hi All,
I am curious, is there a way for agent to be in ready state once they login on agent desktop ? appreciate on any replies.
Thanks in advance.

You can try to configure a workflow for this purpose

UCCx 8 Callback when agent is in Ready State

To all,
I am stuck. Here is the basic logic for my callback caller script when agent is in Ready state. After the Get Digit String step, what should I do to terminate the call and keep the script running?
Select Resource (--Triggering Contct--from CSQ)
          Connected
          Queued
               Menu
                    CallbackNumber = Get Digit String (--Triggering Contact--)
                              succesful
                                   If(stat_ReadyResources_OF_CSQ > 0) then
                                            True
                                               outcallToCaller = Place Call (to callbackNumber)
                                                      successful
                                                             Call Redirect (--Triggering Contact--to Overflow Q)
* OverflowQ is another script.
Thanks,
Nelson

Set the contact as still being active, even though no one is there. You will not be able to play any prompts or anything to that contact though, that will result in errors, unless you catch the error. You can of course redirect playback to the contact that you call.
ErrorReason = Get Trigger Info (Aborting Reason)
On Exception (ContactInactiveException) Goto Begin
Delay 2 sec
Accept(--Triggering Contact--)
Delay 4 sec     <---Hang up before these 4 seconds are done.
Begin:
Clear Exception (ContactInactiveException)
Set Contact Info (--Triggering Contact--)
     Language: strLanguage (I have a Language varible named this with the value L[en_US] )
     Handled:
     Session: strSession (I have a Session varible named this with the value null )
I edited this to add the delay and accept steps, so you would know the proper order for them to be in. I have a script that calls customers and asks if it is ok to fax them documents to that line in the next 5 minutes. So they know to let the call go to their fax.

When the agent is in ready state, call has to go to voice mail incase the call is not answered

I need to create a script for helpdesk setup. When call hits the CSQ, if agents are free the call will get connect to an agent, else it will be queued. Till here i am clear. The step where i have stuck is , when the agent is in ready state and when the call gets connect to that agent, due to some reasons if agent, do not answer the call, it has to get transfer to voice mail . Can someone help me with this please... We are using UCCX 8.5...

Not sure the logic that Anthony used in some of the prior solutions but try following Logic in the ScreenShot and let me know how it works out for you..
As Jeff mentioned (and I overlooked) If there is a Ring No Answer and there is another Agent Ready then the first Step in the Failed Output Branch will not Evaluate..the Script Logic takes the "caller" back to the Select RSRC Step..so I'm doing an IF check to ensure that wasn't the case..and if it was then I will Dequeue the call and perform the necessary transfer..(after the Successful Transfer you probably should Goto a Terminate Step)..Cheers

Agent cannot go to ready state after lunch or break without loggin out and back in.

UCCX 8.5
I have a small contact center group. One of the agents I just recently setup is having an issue. She is telling me that when she selects work offline and then goes to lunch or break or something and comes back, it will not let her log back into the ready state. She actually has to log out of Agent and then back in. A screenshot of the error is attached. Any ideas?
Thanks guys.

Hi,
Problem An agent using Windows XP was able to start Agent Desktop, but was
not able to enter an active state.
Solution Windows XP can be configured so that the Internet Connection Firewall
(ICF) is active. ICF acts by keeping track of all traffic to and from the
computer; it will only allow information through that has originated from
that particular computer. If a message originates from outside the
computer, it will be discarded.
To solve this problem, either turn off ICF (requires someone with
administrator rights to the computer) or override the defaults to include
known “good” connections like the CAD servers.
And also, is it by any chance happening during a failover or failback scenario in a High Availability (HA) setup?
If its a HA setup, did you install this CAD after the HA setup is made i.e. the CAD has the entries for the ip address of the both the nodes.
Hope it helps,
Anand

Queue goes into 'READY' state

Hi All,
I'm using the 'TRFC_SET_QIN_PROPERTIES' function module with the qin_name parameter.
The problem I'm facing is that, most of the times, my function module entry goes into the queue - but the queue is in 'READY' state. I have to manually go to SMQ2 and make a change to put the queue into 'RUNNING' state.
Is there a way to automatically set the queue to 'RUNNNING' state when i insert an entry into the queue? Or, is there a seperate API that can do this task for me?
Regards,
Ram

Hello Jeff, the agents on an active call will not count for the Not Ready state. When receiving the call (ringing) they will be placed in Reserved state; while the call is connected they will be in Talking state and after the call ends they could be placed in Work state for a while.
HTH
Pablo

Agents in not ready state too long drops calls.

Using CRS 4.0(3) with agent desktop.
Issue is that when agents go to lunch they go into the not-ready state until they come back from lunch. Upon coming back from lunch, they proceed to go ready and then they start dropping calls as they come into the que.
If you log out completely and close the application when you leave for lunch versus going not ready for an extended period of time the issue does not appear when you log back in.
Any ideas?

Update on this. I looked at the control center and saw that my server was in partial service. I verified the service was the JTAPI subsystem.
I ran the JTAPI update client tool from this link
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c8316.shtml
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Agent never Not Ready state

Hi
I have a CUCM 8.5 and UCCX 8.5 workingwithout problems, but now the customer wants his agents never stay in state "Not ready" no matter the event, the agent never can stay in not ready state.
Any idea if i can do this?
Regards

OK - you mean not go automatically into work at the end of the call? Disable 'Automatic Work' on the CSQs in AppAdmin.
If you mean not go automatically into 'not ready' when a call is missed, you can set the 'Agent State after Ring No Answer*' setting to 'Ready', but this is generally a very bad idea.
Aaron

Screen Goes Black During Startup (after login)

Hello,
I have a 2005 Mac Mini PPC OS 10.4.11. This is the first problem I've had since purchasing the computer. This problem popped up out of nowhere. The screen goes black during startup just after I login into my account. I can hear the hard drive spin like it is finishing the startup process. The monitor power button blinks green.
I'm using the digital video cable. I tried switching to the VGA cable but the screen then goes black before the login screen.
The computer will startup in Safe mode.
I've tried Disk Utility (repair disk and repair permissions), Techtool Pro, Drive Genius, ColorSync Utility, Reset Pram, installed latest OS updates, and even re-installed the System twice (once because I removed all the Extension files and then the computer would not startup at all).
I've also tried removing cache files, plist files, startup files, preference files, and some or all of extension files.
The only applications I have recently installed were QuickTime Pro and a .flv movie player; both about a week before this problem started. I tried to uninstall them but could not figure out how.
What is the problem? How can this be fixed?
Thanks.
Richard

Howdy. I have Had the same problem as you in regards to a ViewSonic Monitor and the Mac Mini. This is my post:
Monitor failure when switching resolutions
Using Displays with the Mac mini, Apr 1, 2008, Replies: 2
Running 10.5.2 on Mac Mini G4 1.42 Ghz with ATI Radeon 9200, 32 MB VRAM and ViewSonic VX922
When switching resolutions from 1280x1024 to 800x600 or vice versa, the monitor will cut to black and the power light on the monitor switches from solid green to flashing green. Only by combinations of powering down the mini and starting it up again with the monitor on or off will bring the monitor back to life. This problem makes it difficult to play World of Warcraft amongst other games. Any feedback in regards to this problem would be appreciated.
Thank You!
At this point, I am unable to switch Monitor resolutions. If I do, the monitor goes black, and I have to power everything down and wait a while before I can restart.
I've resigned myself to not switching resolutions, but I'm wondering if you've had any luck.
Thanks for your time!
Kevin

Jobs are going to released state after the PC triggers with user event.

HI BI experts,
We are facing issue with event scheduler using user event in the process chains. Some Jobs are not starting immediately with the event and reaching release state. These released jobs are never starts in near future. Also cannot start manually due to event periodic jobs.
No log is availble in SM61 due to settings.
Please let me know your suggestions and this issue.
Regards,
Mohan.

HI BI experts,
We are facing issue with event scheduler using user event in the process chains. Some Jobs are not starting immediately with the event and reaching release state. These released jobs are never starts in near future. Also cannot start manually due to event periodic jobs.
No log is availble in SM61 due to settings.
Please let me know your suggestions and this issue.
Regards,
Mohan.

Issue getting to the "ready" state after turning printer on

This is a new-to-me used LaserJet P2015 that I just bought and installed. Connection is via USB (only choice with this machine). If I turn the printer off via the power switch, and then turn it back on, the self check stops at the third green light (sheet of paper) and does not proceed to the "ready" condition (fifth green light) UNLESS I pull out the paper tray and push it back in. Is this normal? Other than this admittedly-minor but somewhat annoying problem, the printer seems to work OK.

Hi, this has worked for a few...
Make a New Location, Using network locations in Mac OS X ...
http://support.apple.com/kb/HT2712
10.7 & 10.8…
System Preferences>Network, top of window>Locations>Edit Locations, little plus icon, give it a name.
10.5.x/10.6.x/10.7.x instructions...
System Preferences>Network, click on the little gear at the bottom next to the + & - icons, (unlock lock first if locked), choose Set Service Order.
The interface that connects to the Internet should be dragged to the top of the list.
Instead of joining your Network from the list, click the WiFi icon at the top, and click join other network. Fill in everything as needed.
For 10.5/10.6, System Preferences>Network, unlock the lock if need be, highlight the Interface you use to connect to Internet, click on the advanced button, click on the DNS tab, click on the little plus icon, then add these numbers...
208.67.222.222
208.67.220.220
Click OK.

Cancel and keep workitem in ready state in user decision step

Hi,
In a user decision step,there is a default option 'Cancel and keep the work item'.
Now clicking on this option, the workitem goes into "Inprogress state"
whereas i want to keep the workitem in "ready state" after i click on the option 'Cancel and keep the work item'.
I am trying to modify the Process method of Decision Object type to incorporate this funcationality by using FM "SAP_WAPI_PUT_BACK_WORKITEM.
but im getting the error that this FM cannot be used at runtime.
Place where im trying to call this FM:
After the FM'SWU_PROCESS_MANUEL_DECISION'
I am getting the value of RESULT.
If result is SPACE or sy-subrc is not 00 then i am calling this Fm which takes Wi_id of the userdecision as input.
Kindly help
Regards

Hi,
Let me ask you this. Why you need to have this in "Ready" state, Not in "IN PROCESS" state. Anyway, the witem is still there in the user's inbox, and if you have any deadline monitoring, then this is also taken care with "Cancel and keep xxxx". So, i think, functionally you'll still be better with the existing functionality.
And, with all this, if you are still trying to change, then i think it's NOT possible. If i understand correctly, you are trying to use the FM "SAP_WAPI_PUT_BACK_WORKITEM" within the PROCESS method. And, if you understood the functionality of how this works, you are trying to set the status of the SAME witem for which you are executing the PROCESS method.
THe way i understand the behind-the-scenes process, once you make a decision and save, this method is the one which in turn sets the witem status. And within that, you CANNOT capture the status as it is yet to be posted to the Witem tables.
Probably, after this decision step, use a different background task with the above FM to set the witem status to "Ready", BUT NOT IN THE SAME METHOD of PROCESS.
Also, it's not advisable to change this std. method.
Hope this helps you. Reply,if you need more info.
venu

Jobs are in ready state

Hi,
Kernel Release-701
OS-Linux
Patch level-117
dev_disp
ERROR => DpWPCheck: W55 (pid 7299) died (severity=0, status=11) [dpxxdisp.c   15884]
child (pid=7299) killed with signal 11
ERROR => DpWPCheck: W56 (pid 7523) died (severity=0, status=11) [dpxxdisp.c   15884]
child (pid=7523) killed with signal 11
ERROR => DpWPCheck: W57 (pid 23473) died (severity=0, status=11) [dpxxdisp.c   15884]
child (pid=23473) killed with signal 11
ERROR => DpWPCheck: W58 (pid 7526) died (severity=0, status=11) [dpxxdisp.c   15884]
child (pid=7526) killed with signal 11
ERROR => DpWPCheck: W60 (pid 7528) died (severity=0, status=11) [dpxxdisp.c   15884]
child (pid=7528) killed with signal 11
SM21 logs
08:00:05 BTC 055 000 SAPSYS                  EC F Failed to create log for job /
08:00:05 BTC 055 000 SAPSYS                  EA Y Failed to read status entry for job
08:00:05 BTC 055 000 SAPSYS                  EB C > Job
08:00:05 BTC 055 000 SAPSYS                  F2 0 Calling program reports invalid handle for TemSe object (magic==X'NULL-ptr')
08:00:05 BTC 057 000 SAPSYS                  EC F Failed to create log for job /
08:00:05 BTC 057 000 SAPSYS                  EA Y Failed to read status entry for job
08:00:05 BTC 057 000 SAPSYS                  EB C > Job
08:00:05 BTC 057 000 SAPSYS                  F2 0 Calling program reports invalid handle for TemSe object (magic==X'NULL-ptr')
08:00:06 BTC 060 000 SAPSYS                  EC F Failed to create log for job /
08:00:06 BTC 060 000 SAPSYS                  EA Y Failed to read status entry for job
08:00:06 BTC 060 000 SAPSYS                  EB C > Job
08:00:06 BTC 060 000 SAPSYS                  F2 0 Calling program reports invalid handle for TemSe object (magic==X'NULL-ptr')
08:00:06 BTC 056 000 SAPSYS                  EC F Failed to create log for job /
08:00:06 BTC 056 000 SAPSYS                  EA Y Failed to read status entry for job
08:00:06 BTC 056 000 SAPSYS                  EB C > Job
08:00:06 BTC 056 000 SAPSYS                  F2 0 Calling program reports invalid handle for TemSe object (magic==X'NULL-ptr')
08:00:06 BTC 058 000 SAPSYS                  EC F Failed to create log for job /
08:00:06 BTC 058 000 SAPSYS                  EA Y Failed to read status entry for job
Some jobs are going in ready state
If i check them then job execute successfully.

Hi,
As per my personnel experience, there are lot of errors in kernel support pack 117 of 701 release. Try to use patch level 111 which is good.
Also, run TEMSE consistency check to check any inconsistency.
Thanks
Sunny

UCCE 7.5(8) CAD 7.5.1.59 got blocked in Working Ready state

Hi all,
We're using UCCE 7.5(8) with CAD 7.5.1.59. From time to time, we remarked some CAD get blocked in the Working Ready state after ending a call.
Our wrap up time is currently configured to 2 hours (as requested by client) so the CAD wont turn back to Ready state automatically.
The CAD can be unblocked by an internal call (no UCCE)
Anyone experiences the same problem?
Thanks in advance.
Best regards,

@Geoff:
Thank you for all the good sugesstions, however unfortunately none of them is possible to me
I would try this using the CTIOS client on your test machine, just to eliminate CAD a little. From the trace, it doesn't appear to matter, since you are looking at the pure CTIOS trace messages, and they are the issue - but I like CTIOS for this sort of debugging.
--> We are using CAD and do not have CTIOS client installed. Does the soft actually come with the UCCE installation package? Can you please tell me where I can find it?
@Geoff and Ed
Dissociate and re-associate the device with JTAPI and retest.
--> Good point, I did the same actually but the phone still didn't work.
Nevertheless, I really think we have a network problem (which was observed time to time before)
I will update this thread as soon as I can do some further tests.
Thanks,
Regards,

Agent going to ready state after login

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