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

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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
and saw the version of JTAPI between the CCM and the IPCC server were off. I updated both IPCC servers to the same version of call manager and will now hold to do some testing.

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

CTIOS agent goes in the Not Ready state randomly

Hi all,
It is a UCCE system version 7.0 with CTIOS Agent Desktop.
I have one agent that is being put in the Not Ready state randomly and he can then re-put himself in the ready state.
I have checked the following logfiles: ctios client, ctios server, cti server and I haven't found relevant information, all what I found was the timestamps when this agent was put in the Not Ready state.
In the UCM pim logfile I found the below:
9:38:59 pg1A-pim1 Trace: [ 4608]CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
CallID          = 39182119 DeviceID = 3942 DeviceType = Static
ReleasingDevice = 3942
LocalState      = NONE
Cause           = EC_NONE
Does the above mean that the connection from ICM to the agent phone has been lost and this caused the agent state to become Not Ready?
Your help is highly appreciated.
Thank you in advance.
Lara

Hi,
can you also attach the above mentioned logfiles? We might be able to find something interesting in them. Thanks. G.

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

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

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
-Automatic work and wrap up time disabled.
-No skills,resource group based queue and circular call distribution.
-Ip phone agents,no cad.
What is wrong ? ,
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 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

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 !!

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

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.

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

Agent is not Ready

Hi All,
I developed a wokflow in which i'm assigning an agents which was created in PPOCE. when the workflow is executed it is giving a message in workflow log "No Agent is ready". How to resolve this error.
Rgds
Faisal

Hi Faisal,
Check wether u have given Possible agent and responsible agents correctly and also general task, General forwarrding allowed or not. Go to SU01 and check for that user.
Regards,
Dheepak

Agent31 - agent not ready details - report

Dear All,
We are in the position to provide explanation to the customer about the agent31 - agent not ready details report
I herewith attached the screen shot of report, where i can see not ready duplicated two times as below
reason code as 0 and 20003, and just gone through the explanation for 20003 found as below
20003 - applicable if you are using the Cisco Agent Desktop
If the agent is not in Not Ready state, a request is made toplace the agent in Not Ready state and then a logout requestis made to log the agent out.
But customer doesn't use CAD they use web based customized cti tool.
Please update with clarification or your idea.
with Regards,
Manivannan

Hi,
actually, the report shows what the ICM historical database tables contain - they contain what was written into those tables - ICM writes there whatever it was instructed to.
So if your web based custom agent tool writes 20003 (or anything), then it will appear in the report.
G.

IPCC - Missed Call Agent not ready

Hello
We have three departments using our IPCC Server. One has recently complained about missing a call and their phone gets put in Not Ready State.
I found this post:
Go to the SubsystemRMCM.properties file under c:\program files\wfavvid folder. Verify the following setting. Line: agentUnavailRNA=true
If it is false you will need to change it to True and restart the engine.
Can you tell me if this is correct? If I change it to false/true will this stop the phones from switching thier state only on a missed call?
Secondly, if this is the fix, I'm assuming this change is for the entire server and not the individual Que. Can I change it just for the phones who connect to the specific Que?
Thanks
Ash

Hello again
So we are thinking more about implementing the above solution. I do have a couple of questions/concerns if we do the implementation:
1. If there is only 1 agent logged in and available, the call will be released to the agent, the agent then misses the call, the call goes back to the Que, the Que checks for available agents and sees this agent is still ready and releases the call again. This would mean the agents phone will continuously ring until he answers it correct? The call will never remain in the Que?
2. Is there a way to set up the que so that all calls remain in the que until the agent decides to pick up the call? I found this doc:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml
and was wondering about Figure 3. If I set the connect radio button to NO. Then I need to create the seperate Trigger Contact. However the "Selected" parameter is not found in IPCC 4.03 build 080. This document is for IPCC 3.
I'm not even sure if changing the Connect radio button is what I'm looking for?
Thanks
Ash

Agent never Not Ready state

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