Agent is not ready but appearing ready in cisco agent desktop

Hi All,
We are facing issue in IPCC Enterprise 7.2.5, as agent is showing in ready state while he is in not ready state by generating webview "Agent not ready and Agent trace level reports.
Did any one face this issue earlier?It seems a bug.
Please see the attachment for further details.
Regards,
Muhammad Atif Butt

Thoughts please

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Error "Test Agent could not connect to the test controller" while configuring the Test Agent on Client machine

Hi,
I am getting an Error “Test Agent could not connect to the test controller”
while configuring The Test Agent on Client machine.
Pre-requisite used:
VS2012 update 4, Test agent & Test controller of same version used
User has TFS admin access.
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Description:
Test controller is installed on server A. I want to install test agent on client machine B.
Windows Fire wall is OFF on both Machines A & B. While configuring Test Agent below error is occurred:
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In log file error was “I, 2015/04/02, 15:32:21.723, Could not get the status from the test agent. Exception: Failed to connect to an IPC Port: The system cannot find the file specified.”
In Event viewer below error details given:
Unable to connect to the controller on ‘My Server: 6901’. The agent can connect to the controller but the controller cannot connect to the agent because of following reason: The requested name is valid, but no data of the requested type was found.
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Could you please help me to find solution?
Thanks in advance!
Kanchan M
Kanchan

Hi Kanchan,
So on each computer, you create a local user account that is a member of the Administrators group, and use the same account and password on each machine(controller and Agent), am I right?
Could you enable the detailed log message?
http://blogs.msdn.com/b/aseemb/archive/2010/03/07/how-to-enable-test-agent-logs.aspx
http://blogs.msdn.com/b/aseemb/archive/2009/11/28/how-to-enable-test-controller-logs.aspx
>>In log file error was “I, 2015/04/02, 15:32:21.723, Could not get the status from the test agent. Exception: Failed to connect to an IPC Port: The system cannot find the file specified.”I
met a similar issue before which was related to the Firewall exceptions, maybe you could refer to it here:
http://stackoverflow.com/questions/12249093/test-agent-could-not-connect-to-the-test-controller-vs2012-agents
Best Regards,
Jack
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When I install a host agent on my OEM 12c the status of the agent and host target in the OEM is stuck in pending. The agent is up and can ping the OMS. I haven't been able to locate any relevant errors in the logs

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Host
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Hi Krishnan,
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2015-04-15 16:28:29,521 [main] INFO agent.SecureAgentCmd openPage.897 - Response Status Code: 200
2015-04-15 16:28:29,523 [main] INFO agent.SecureAgentCmd openPage.905 - RESPONSE_STATUS header: OK
2015-04-15 16:28:29,525 [main] INFO agent.SecureAgentCmd openPage.906 - Response body: -1
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2015-04-15 16:28:32,261 [main] INFO agent.SecureAgentCmd openPage.905 - RESPONSE_STATUS header: OK
2015-04-15 16:28:32,262 [main] INFO agent.SecureAgentCmd openPage.906 - Response body: -1
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Firstly Agent running and ready but 1 minutes later is not running

firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl status agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Agent is Not Running
firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl stop agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Agent is Not Running
firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl start agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Starting agent ................................. started but not ready.
firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl status agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Agent Version : 10.2.0.4.0
OMS Version : 10.2.0.4.0
Protocol Version : 10.2.0.4.0
Agent Home : /oracle/product/10.2.0.4/agent10g/firat
Agent binaries : /oracle/product/10.2.0.4/agent10g
Agent Process ID : 23977
Parent Process ID : 23646
Agent URL : https://firat:3872/emd/main
Repository URL : https://muhtar.turktelekom.com.tr:1159/em/upload
Started at : 2008-09-11 11:29:58
Started by user : oracle
Last Reload : 2008-09-11 11:32:48
Last successful upload : (none)
Last attempted upload : (none)
Total Megabytes of XML files uploaded so far : 0.00
Number of XML files pending upload : 11
Size of XML files pending upload(MB) : 8.37
Available disk space on upload filesystem : 21.78%
Last successful heartbeat to OMS : 2008-09-11 11:32:09
Agent is Running and Ready
ooooooooooooooooooooooooooooooooooooo
1 minute later
ooooooooooooooooooooooooooooooooooooo
firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl status agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Agent is Not Running
t:/oracle/product/10.2.0.4/agent10g/firat/sysman/log > vi emagent.log
2008-09-11 10:43:08,118 Thread-1 [Siebel Server] InstanceProperty (filesystem:logdir) is marked
OPTIONAL but is being used (00506)
2008-09-11 10:43:08,222 Thread-1 [Load Balancer Switch] InstanceProperty (snmpTimeout) is marked OPTIONAL but is being used (00506)
2008-09-11 10:43:08,295 Thread-1 [E-Mail SMTP Inbound Server] InstanceProperty smtp_host) is marked OPTIONAL but is being used (00506)
2008-09-11 10:43:08,561 Thread-1 Undefined column name interval in expression active.requests
0) ? active.requests/(interval*60) : 0 (00104)2008-09-11 10:43:08,638 Thread-1 [BEA WebLogic Managed Server] InstanceProperty (version) is marked OPTIONAL but is being used (00506)
Thread-1 EMAgent abnormal terminating
please can u help me
thank you.

"emagent.trc" 1075 lines, 136000 characters
2008-09-12 14:51:52,104 Thread-1 WARN main: clear collection state due to OMS_version difference
2008-09-12 14:51:52,152 Thread-1 WARN command: Job Subsystem Timeout set at 600 seconds
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2008-09-12 14:51:53,259 Thread-1 WARN metadata: TABLE metric umsg_imap_user_count can't define table_name: mail_imap_usercount
2008-09-12 14:51:53,259 Thread-1 WARN metadata: Metric umsg_imap_user_count does not have any data columns
2008-09-12 14:51:53,260 Thread-1 WARN metadata: TABLE metric umsg_imap_db_session_count can't define table_name: umsg_imap_dbconnec
tions
2008-09-12 14:51:53,260 Thread-1 WARN metadata: Metric umsg_imap_db_session_count does not have any data columns
2008-09-12 14:51:53,260 Thread-1 WARN metadata: TABLE metric umsg_imap_socket_count can't define table_name: umsg_imap_socketcount
2008-09-12 14:51:53,261 Thread-1 WARN metadata: Metric umsg_imap_socket_count does not have any data columns
2008-09-12 14:51:53,261 Thread-1 WARN metadata: TABLE metric umsg_imap_connections can't define table_name: mail_imap_connections
2008-09-12 14:51:53,262 Thread-1 WARN metadata: TABLE metric umsg_imap_connections_lost can't define table_name: umsg_imap_connecti
ons_lost
2008-09-12 14:51:53,262 Thread-1 WARN metadata: Metric umsg_imap_connections_lost does not have any data columns
2008-09-12 14:51:53,262 Thread-1 WARN metadata: TABLE metric umsg_imap_connections_timeout can't define table_name: umsg_imap_conne
ctions_timeout
2008-09-12 14:51:53,263 Thread-1 WARN metadata: Metric umsg_imap_connections_timeout does not have any data columns
2008-09-12 14:51:53,263 Thread-1 WARN metadata: TABLE metric umsg_imap_connections_total can't define table_name: umsg_imap_connect
ions_count
2008-09-12 14:51:53,263 Thread-1 WARN metadata: Metric umsg_imap_connections_total does not have any data columns
2008-09-12 14:51:53,263 Thread-1 WARN metadata: TABLE metric umsg_imap_debug_user_list can't define table_name: mail_pop_users_list
2008-09-12 14:51:53,264 Thread-1 WARN metadata: TABLE metric umsg_imap_ds_metrics can't define table_name: mail_imap_functions
2008-09-12 14:51:53,266 Thread-1 WARN metadata: TABLE metric umsg_imap_network can't define table_name: mail_imap_network
2008-09-12 14:51:53,267 Thread-1 WARN metadata: TABLE metric umsg_imap_network_receive_bytes can't define table_name: umsg_imap_net
work_receive
2008-09-12 14:51:53,267 Thread-1 WARN metadata: Metric umsg_imap_network_receive_bytes does not have any data columns
2008-09-12 14:51:53,267 Thread-1 WARN metadata: TABLE metric umsg_imap_network_transmit_bytes can't define table_name: umsg_imap_ne
twork_transmit
2008-09-12 14:51:53,268 Thread-1 WARN metadata: Metric umsg_imap_network_transmit_bytes does not have any data columns
2008-09-12 14:51:53,269 Thread-1 WARN metadata: TABLE metric umsg_imap_command_counts can't define table_name: mail_imap_commandcou
nt
2008-09-12 14:51:53,269 Thread-1 WARN metadata: TABLE metric umsg_imap_protocol_metrics can't define table_name: umsg_imap_frequenc
ytimes
2008-09-12 14:51:53,270 Thread-1 WARN metadata: TABLE metric umsg_sps_metrics can't define table_name: mail_imap_sps
2008-09-12 14:51:53,270 Thread-1 WARN metadata: TABLE metric umsg_uptime can't define table_name: mail_imap_uptime
2008-09-12 14:51:53,539 Thread-1 WARN metadata: Name FileSystems has already been used
2008-09-12 14:51:53,539 Thread-1 WARN metadata: Name FileSystems has already been used
2008-09-12 14:51:53,896 Thread-1 WARN metadata: Metric RoutingIds does not have any data columns
2008-09-12 14:51:54,553 Thread-1 WARN metadata: Metric waiting_sessions does not have any data columns
2008-09-12 14:51:54,555 Thread-1 WARN metadata: Metric session_wait_chains does not have any data columns
2008-09-12 14:51:55,330 Thread-1 WARN engine: File=file:/oracle/product/10.2.0.4/agent10g/sysman/admin/metadata/oracle_integrationb
pm.xml,line=8: <AssocTargetInstance> is not valid element, will be ignored
2008-09-12 14:51:55,648 Thread-1 WARN engine: File=file:/oracle/product/10.2.0.4/agent10g/sysman/admin/metadata/oracle_ovf_ivr.xml,
line=398: <InstanceProperty> is not valid element, will be ignored
2008-09-12 14:51:56,539 Thread-1 WARN metadata: Metric osm_diskGroupPolicies does not have any data columns
2008-09-12 14:51:56,643 Thread-1 WARN metadata: TABLE metric uptime can't define table_name: mail_pop_uptime
2008-09-12 14:51:56,644 Thread-1 WARN metadata: TABLE metric debug_usercount can't define table_name: mail_pop_users_list
2008-09-12 14:51:56,644 Thread-1 WARN metadata: TABLE metric connections can't define table_name: mail_pop_connections
2008-09-12 14:51:56,645 Thread-1 WARN metadata: TABLE metric commandcount can't define table_name: mail_pop_commandcount
2008-09-12 14:51:56,646 Thread-1 WARN metadata: TABLE metric spsstats can't define table_name: mail_pop_sps
2008-09-12 14:51:56,647 Thread-1 WARN metadata: TABLE metric usercount can't define table_name: mail_pop_usercount
2008-09-12 14:51:56,647 Thread-1 WARN metadata: Metric usercount does not have any data columns
2008-09-12 14:51:56,647 Thread-1 WARN metadata: TABLE metric socketcount can't define table_name: umsg_pop_socketcount

All agents become not ready Suddenly

Does any one know what could be the reason why all the agents suddenly become not ready ?
-Agents state after ring no answer set to : Ready
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thanks in advance.

Hi,
perhaps the UCCX (or UCCE?) tries to deliver a call to the agent but due to a routing problem (CSS? Codec?) the call never arrived to the phone so the system forced the agent to Not Ready to avoid this situation with the subsequent call.
Can you please tell us more. Is it UCCX? UCCE? What version? Did you check the logs.
Thanks.
G.

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

Agent State Display - Can you highlight when an agent is Not Ready

Hello...
My customer is looking for a way to highlight when an agent has gone in to the "Not Ready" state... their preference would be to change the font color to red in the supervisor desktop display in the Agents - Team State section, but they are open to ther ideas as well. We are currently running UCCx 7.0(1) with CAD/CSD 6.6(1)
Screen shot of supevisor desktop attached
Thanks,
Craig

I am not sure if highlighting the agents when the state is changed is possible in CSD.
However I am curious to know why is there a specific need to highlight the agent when you already see the status going to RED from GREEN during not ready state ?
Regards
Anuj

I have an eMac which I want to connect to my home wireless network. My router is D-Link-601 tech 802.11n. My emac is wireless ready but does not contain an airport card. Do I need a card and an airport station? What else?

I have an eMac which I want to connect to my home wireless network. My router is D-Link - 601 tech. 802.11n. My eMac is wireless ready but does not contain an airport card. Do I need a card and an airport station? What else?

You need the Airport card OR Airport Express but not both. Considering the age of your machine, I recommend Airport Express as you will find other uses for it whenever you replace the eMac.
To set up the AE, you do need OSX 10.4 or higher.

Cisco Agents goes to Not ready state

Hi,
I have use IPCC ver:4.0(5) SR01ES09_Build095.
We have encountered that our cisco agents automatically change state and it will goes from log-in state to Not ready state.
what was the solution where i have to check the logs.
regards
Salman

Hi Salman-ahmad,
This could be the way you have your agents or CSQ configured, you can configure IPCC to have them to automatically goto Not ready or stay in ready. Have you check your system parameter's?
Under RMCM Subsystem, click the resource link on the left hand side,
there is a "automatically Available" radio box you need to select.
Otherwise you maybe hitting this bug.... Are these your symptom's?
CSCsf11662 Bug Details
Agent goes to Not Ready after making Outbound call from Ready state
Symptom:
Agent makes outbound call from ICD extension (to a non-ICD extension), when
the agent finishes the call, they go into Not Ready state when they expect
to be returned to Ready state.
Conditions:
- Cisco Customer Response Solutions (CRS) 4.0(3)
- Agent makes outbound call from ICd extension whilst in Work state (after just finishing an incoming ICD call).
- Agent places the outbound call on Hold at some stage during the call.
Workaround:
If the above scenario occurs, Agent needs to manually change to Ready state.
HTH, Please rate if so
Regards,
Justin

Interaction Center scenario: total time when agent is "not ready"

Hi,
I have a requirement to show the total time when an agent is "not ready" in IC. I know an agent is either "ready" (to pick up calls) or "not ready". Any idea which business content handles this?
Thanks!

As thomascollins said, you can build an Agent Management workflow. A couple of comments though.
A lot of our agents have multiple extensions on their phone. If they are talking on a non queue extension they let the queue extension ring out putting them in a "not Ready" State.
It would be better if the agent went "not ready" immediately they take a call on their non-contact center line to prevent RONA which is not providing your customers with the best possible service. The routing engine will select another available agent. This positive action by the agent will remind them to take the inverse action and make themselves ready when they finish their call on their non-CC line (well, maybe ).
Requested FunctionalityProvide Queue supervisors with an alert through email or another method to let them know that an agent have gone into a "Not Ready" State.
You would not want this alert done immediately - the poor supervisors would get hammered. Perhaps an alert if an agent is in the "not ready" state for more than (say) 5 minutes. Of course, this now means that the not ready state is useless for meetings, short breaks, lunch and so on - and agents would have to logout for those. Not a problem, and logging out is my preferred method. Just making an observation.
Regards,
Geoff

Agent is not ready but appearing ready in cisco agent desktop

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