Agent Real Time Status Events

In my environment we are having a Avaya definity setup having a AES and CMS setup.
ICM receives real time Agent Status from CMS and Call status report from AES.
Whenever I check the Agent status in Procmon PIM I can see the realtime agent status.
However when I check the PIM logs I see the HashIn records and setLogOn records every 10 seconds interval.
In CTI we receive the Agent State Event every 10 seconds.
My question is which events from AES/CMS update the realtime status to ICM.
The updates that I see HashIn/SetLogOn/AgentState events is it dependent on CMSRefreshRate as its set to 10 seconds.
Thanks
Alok

Is this happening to multiple agents or just one?
david

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Supervisor Desktop - Real time status shows the deleted agents

Hi All,
Recently we modified only the agent IDs for few agents.In ICM we just edited the previous entry. We have not deleted and re created it. Now the problem is the in "Supervisor Desktop - Real time status" the old entries are also reflecting in logout state. Exit_OPC will help us to remove this stale values. But is there any other metheod to to achieve this without impacting the production?
Regards,
Adithya

Hi David,
Thanks for your response. We cannot reinstall the Supervisor desktop there are multiple supervisors for this team. Will wait and check if the stale entry goes automatically. Please let me know if u come across any other process which will help in doing this.
Regards,
Adithya

Skill Group Name is not coming on Cisco CTI Tool Kit real time status

Hi,
I have UCCE 9.0.3 in my environment but when supervisor is monitoring agent state on CTI Toolkit Team Real Time Status we are not able to see Skill Group name.
For your reference I have enclosed screen shot of that.

Hi,
first, read this document: Recommended Tracing Levels for Troubleshooting IPCC Issues. Apply the recommended trace levels to the following services:
CTI OS Server
CTI Server
But first take note of the original values (so you can switch back to normal tracing).
Dump the logs for both the above services: How to Use the Dumplog Utility.
For instance: dumplog ctisvr /hr 1 /of c:\temp\ctisvr.log
Post the logs to here.
G.

Agent Real Time Displays 1 hour ahead

Greetings all,
Agent Real time display are showing 1 ahead hour of clock system.
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I have attached a screenshot to simplify
UCCX: 7.0

Hello Leonardo,
Could you please check if the time display by the Real Time Reports is the same time of the server??
Also I would like to know if the server and the agents are configure to use the same time zone??

CUIC Agent Real-time reporting reason code

Hi,
In CUIC agent real time report reason code for not ready it shows 50002 or integer we have configured in ICM.
How we can display reason code as name which we have configured in icm like tea, coffee , meeting.
CUIC version we are using 8.5.
Regards,
Dinesh Joshi

The way I got round this was creating thresholds - eg 1 = Lunch 2 = meeting etc.
this does work, however you can't then Threshold the time on those particular texts, but at least you can see what 'state' they are in.
let me know if it works..
Thanks Sarah

DTP Born with Incorrect Real-Time Status

Hi Gurus,
What am I doing wrong? When I create a DTP for Real-Time Acquisition, I am getting "Real-Time Status" as "Incorrect" even with a DTP Type correctly set for Real-Time. I have no option to change it for following status:
- New, Without Data Package
- Ready
- Transport Package Read
- Transport Package
- New Transport Package to be Deleted
- Stopped
- Active
- DTP/Infopackage to be closed
I am having quiet few problems to set up DTP with Real-Time Data Acquisition.
Kind Regards,
Gilson

Hi
Not a Guru ,but wanna give it a shot..
Prerequisites for creating Infopackages -
Check
1)The DataSource for which you want to create an InfoPackage supports real-time data acquisition.
2)If you are transferring data into BI using the service API, you have already created an InfoPackage for initializing the delta process for this DataSource, and have completed the initialization.

Closing Requests in the Monitor for Real-Time Data Acquisition
Prerequisites
The daemon is inactive or has errors.
Procedure
In the context menu of the PSA or DTP request, choose Close Request
Barring all those steps mentioned above if I copy you properly ,I put 2 cents on the authorization issue related to RDA.
Check OSS note- 943898
IF at all the note applies to you ,since the patch is not released ,have to go ahead with correction instruction.
Hope it Helps
Chetan
@CP..

Agent real time display not ready time is inaccurate

Agent Not Ready Detail in Webview-Agent Realtime Reports in CAD.
I am looking at the agent: Agent Not Ready Detail Report in Webview and comparing this to the Agent Real Rime Display in CAD. If I manually add the Not Ready times (state durations) from the agent ACD state log, they equate to the Cisco Web View agent report. However, the Total Not Ready column from the Agent Detail Display report in CAD does not sync up with either Webview or CAD. Its more than an hour off.
The Eastern managers are looking closely at these numbers now and one of the agents questioned the report in CAD today and brought this to a manager's attention. It is more than an hour off which is a big difference.
It was comparing the state duration for not ready from the ACD State Log Display (for example the 5 seconds at 10:15:04 in screen shot 1) to the total not ready time from the Agent Real Time Display Displays report (3:48:59 in screen shot 2). The total individual state durations of unavailable time from report #1 does not equal report #2 and I would think it should. If not explain why?
From CAD client > Real Time Displays > Agent ACD State Log Display. If you add up all the Not Ready times and compare with webview, it matches. No problem here.
From CAD client > Real Time Displays > Agent Detail Display (this doesnt match up with webview report or the total Not Ready times in Agent ACD State Log Display).
We're looking to know either
1. How exactly the not ready state time is calculated
OR
2. Where to find the information on how this is deteremined.
I appreaciate any response. Thank you.

Is it all agents or only one/some?
What does CSD show? Can you post a screenshot of the CSD main screen for a team?
Also, please post the traces from Desktop Recording and Statistics Server.

No records in Agent Real time and Agent Skill group real time

Hi All,
UCCE 8.5.4
CAD
CVP Comprehensive/
i am surprised that couldnt find any records in Agent_Real_Time and Agent_Skill_Group_Real_Time table both AWDB and RGR DB.
but I can see Skill_Group_Real_Time reports and all historical reports.
tried to find the reason but no luck.
can any shed some lights on it.
Regards,
Shalid K.C

Hi,
Please see the registry entry, the site name here shown as HDS and HDSSQLUNCName provided as site name mentioned in the PG explorer.
Kindly check and suggest.
Regards,
Shalid K.C

In a Real time project what would be the agent assignment attribute setting

Dear Experts,
I have never worked on a workflow project. I have been only practising workflow on a IDES system. I would like to know in a real live production system what settings do we use when we define the agent assignment at the task level? Do we set the attribute as GENERAL TASK always?
To be more specific as in the task attributes we have many options like
GENERAL TASK
GENERAL FORWARDING ALLOWED,
GENERAL FORWARDING NOT ALLOWED AND
FORWARDING NOT ALLOWED.
From the first three options which is most generally used in a real time projects?
AND
is it necessary to always set the attribute as GENERAL TASK before transporting the workflow definition to other systems from the development system?
appreciate your help on the same.
cheers
chky

Hello Learner,
It depends on the requirement, but in most of the cases we assign the task as general task.
To have some more information on the various attributes,
·        General task
If you define a task as a general task, all users can execute the task. This is useful if the task is used in a workflow and you only want to define the recipients in the step definition. A recipient can forward associated work items to all users.
Work items whose tasks are defined as general tasks and for which no responsible agents or default rules are defined are offered to all users of the SAP System for execution in their Business Workplaces.
·        General forwarding allowed
A work item that represents a task with this property can be forwarded by one of its recipients to all users, even if they are not possible agents of the task.
·        General forwarding not allowed
A work item that represents a task with this property can be forwarded by one of its recipients only to the possible agents of the task.
·        Forwarding not allowed
A work item that represents a task with this property cannot be forwarded by one of its recipients.
Hope this will help.
Regards,
Sam

X121e randomly wake up from suspended status and real time clock error

Hi all
Previously I considered my x121e suffer from overheating issue and causes real time clock error (RTC). However, after more testing and investigation, I believe the problem is related to other hardware issues and I like to hear people opinion before sending the laptop back to Lenovo.
The machine goes into suspend status either pressing the power button or closing the lid from Windows7 (clean install) without problem. However, it would wake up itself randomly, "beep" twice and screen shows RTC and CMOS checksum error. This happen more often when I am holding the machine (i.e. some movement/vibration). I wonder:
- Is it the RTC battery problem, cause the RTC to wake up the machine?
- Other hardware failure?
The laptop has a clean OS installed/recovered. Latest 1.16 Bios installed. No USB or memory card attached. Ram replaced and not the cause.
Please advise
Howard

Hello,
I am unsure; you would have to contact Lenovo directly and find out how they handle this situation. They may want the ThinkPad X121e back so they can run thorough diagnostics on it, just in case the problem is something else. That way it gets fixed the first time.
Regards,
Aryeh Goretsky
I am a volunteer and neither a Lenovo nor a Microsoft employee. • Dexter is a good dog • Dexter je dobrý pes
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VI containing Event Structure will not receive front panel events in LabVIEW Real-Time.

Hi again, I'm working in my first UI (attached VI).
It works when running directly from PC. It doesn't when running from cRIO, there's the message "VI containing Event Structure will not receive front panel events in LabVIEW Real-Time". I've been reading and I found that "Event structures on RT targets do not support events associated with user interface objects, such as VI panels or controls. For example, associating the Value Change event with a control does not work. RT targets support only user events".
Is that the problem? If it is, how can I create Mouse Up, Mouse Enter, Value Change (or other user interface events) user events?
If I run my VI in FPGA mode should it run?
Attachments:
HMI.vi ‏33 KB

Since it looks like you are new to the whole RT and machine control, I recommend giving this a good read: NI LabVIEW for CompactRIO Developer's Guide
There are only two ways to tell somebody thanks: Kudos and Marked Solutions
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Can you use event case with labview real time?

I have a real time application I am putting together and until recentally have concentrated on getting the data acquisition working as expected.
I am using a PXI-8183 in a 1031 chassis.
I am now trying to add the functionality for setting up the system in the form of a GUI remote front panel that I connect to with a host laptop. I am connecting with the host as expected and it seems to be working well in that respect.
My problem is with event cases, operating in a while loop on the target. They just dont seem to want to trigger when i click on a button I have set an event for.
I have looked through the documentation and cant see any reference to issues with event cases on rt, but I feel I am missing something fundamental. Can anyone help?
Regards,
Barry

look here maybe:
http://digital.ni.com/public.nsf/allkb/42B70D2D0C4B568586256E2F0051441D
Harold Timmis
[email protected]
Orlando,Fl
*Kudos always welcome

An agent be able to see his real time performance statistics on his desktop

HI,
In Cisco UCCE how can an agent be able to see his/her real time performance statistics on his desktop?
Please suggest.
Thanks,
Manish

Nope. An agent has a limited real-time view of the skill groups they belong to. They can see the number of calls in queue and how long the longest one has been waiting. They also see the number of calls they have received so far today and the average talk time.
What do you want to see?
Regards,
Geoff

Event Structure in Timed Loop in real time cannot work

I am a new user for LabVIEW. And I met a problem which really frastre me!!! Hope someone can help me out. Thanks in advance!
I simply want to use event structure under timed loop, which is extrmely important in my design.
However, this works very good in my computer (without connect to FPGA).
Once I connect it to FPGA, then I can run it still but there is no response!
My file is attached. Please somebody helps me!
Looking forward to your answers!
Solved!
Go to Solution.
Attachments:
Test for Timed Loop.vi ‏9 KB

The FPGA runs headless. Event structures are not going to work. What you need to do is have an application on your host where the user presses a button, changes a value, etc. That event should send a message via TCP/IP to the code running in the real time environment. Then the real time environment should set a control on the FPGA to the value you want.
In general, real time programming with FPGA has multiple layers.
1) Host code-> handles user interactions and communicates them to real time code via TCP,UDP, etc. Displays data to user sent from the RT controller.
2) Real time code->runs headlessly. Handles messages from Host code, processes FPGA data, communicates with FPGA much like the host code communicates with the real time code
3) FPGA -> does acquistion and passes it via FIFO to the RT
The first thing you need to do is understand the architecture and how all these pieces of the puzzle work together before throwing things down on a diagram.
CLA, LabVIEW Versions 2010-2013

CAD agent detail real-time display

UCCE with CAD:
When agents show their statistics in the CAD window, and select Agent Detail Real-Time Display - the Avg Talking field is showing the same number for ALL agents. For example, each agent shows a value of 2:26 for Avg Talking. It would seem to me that this field should be specific to each individual agent, and not an average of all agents in the skill group. The Cisco CAD User Manual shows Avg Talking to be "The total time on calls (all talk time + all hold time) divided by the number of calls"
The other fields, i.e. calls presented, calls handled, etc, are specific to the individual agent and show different values as I would expect.
Am I mis-reading the documentation (which is entirely possible)? Has anyone else seen this?
Thanks,
Robb

Hi Robb,
Found my old TAC Case. It was for an upgrade from 7.2.5 to 7.5.6 so you might be hitting a similar issue. This is the email of the escalation from Cisco to Calabrio for the issue I had if it helps when you talk to TAC:
Problem Description:
Detailed Description
Upgraded ICM from 7.2.5 to 7.5.8 (CAD 7.5.6), after upgrade, CAD realtime
display report "Agent ACD State Log Display" start time shows a start time of 00:00:03
against every state change
Business Impact
medium:Could not see the Agent login time correctly
Troubleshooting Performed
Similar case:
http://wwwin-tools.cisco.com/casekwery/getServiceRequest.do?id=613948701#not
e48
However, the fix is
actually to go into the LDAP utility and do a hack to a certain key
within the database. Unfortunately the previous case doesn't tell which
key to edit and what to change it to. I'm presuming it had something to
do with the time zone from a mention earlier on within that case, but
not sure.
No bugs found related to the issue.
Specific Assistance Required
Need assistance to fix the issue with ACD State Log Display
Cheers,
Nathan

Agent Real Time Status Events

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