Agent reserved state set to Not Ready

HI
I get this error very randomly on CAD with one agent .
"your agent state has been set to not ready by the pim because some calls were routed to you and haven't been received.Please ask your administrator for help."
no issue with agent desk settings,device target or with PG user.
>login on different phones still same issue.
please suggest.

Now we are getting this error on multiple agents randomly.
we found this error on cmpg
15:25:06:620 pg4A-pim1 Trace: FreePreRoutedCall: Head Inst: N26008 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(149897/92397)
15:25:08:088 pg4A-pim1 Trace: TelephonyDriver::CSTASupervisorAssist: No dialed number for ID -1
15:25:08:088 pg4A-pim1 Trace: DeskLinkPeripheral::SetAlert - (TelephonyDriver::CSTASupervisorAssist) Setting ERROR Alert #9 - 15:25:8 DialedNumber

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Agent reserved state

Hello. Is available CUCM 4.3(2)sr1b and UCCX Enhanced 6.0(1)sr01. Periodically (1-3 times a day) agents pass to reserved state and can be in reserved state different time. Forum messages on a theme are seen, but the problem remains.
I give an example. CallID - 26248, agent - 1004. The agent remained in reserved state 0:02:06 AM.
19438482: Sep 04 16:20:14.729 MSD %MIVR-SS_TEL-7-UNK:CallID:26248 MediaId:125034/1 Task:21000060839 waiting for consultative transfer or conference to finish before transferring to extn: 1004, transferStart=true, conferenceStart=false, termConnState=4, disconnected=false
19438704: Sep 04 16:21:15.603 MSD %MIVR-SS_RM-7-UNK:checkContacts(), agent's Reserved duration:60874 Threshold:20000
19438928: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-7-UNK:checkContacts(), agent's Reserved duration:125873 Threshold:20000
19438929: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-3-CLEANUP_STUCK_CONTACT:Removed stuck contact: The name of the method that invoked another method=125034/1
19438930: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-7-UNK:Processing msg: SessionCancelledMsg (Rsrc:125034/1 Cause:SESSION_CANCELLED_CAUSE_CONTACT_DROPPED)
19438990: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-7-UNK:Rsrc: Operator4 New State:AVAILABLE Old State:RESERVED Reason code:0

Now we are getting this error on multiple agents randomly.
we found this error on cmpg
15:25:06:620 pg4A-pim1 Trace: FreePreRoutedCall: Head Inst: N26008 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(149897/92397)
15:25:08:088 pg4A-pim1 Trace: TelephonyDriver::CSTASupervisorAssist: No dialed number for ID -1
15:25:08:088 pg4A-pim1 Trace: DeskLinkPeripheral::SetAlert - (TelephonyDriver::CSTASupervisorAssist) Setting ERROR Alert #9 - 15:25:8 DialedNumber

Is there a setting in UCCX for long an agent phone rings before it sets him to NOT READY?

Greetings,
This is a new install, version 8.5.1.11..2-22, and we're in the testing phase. So, when calls are presented to an agent the phone rings for about 3 seconds (maybe 5) and then the agent is placed in the NOT READY state on the CAD and the call is presented to the next available agent. And the same thing happens, his phone rings for about 3 seconds (maybe 5) and then he's placed on NOT READY and if there is another agent the pattern repeats.
IF you have the phone set to auto-answer with speakerphone - the call connects
IF the agent is fast enough to answer via the CAD gui - the call connects
So, I'm thinking there must be a setting buried somewhere we've missed on how long the agent phone will ring before the system puts him on NOT READY. Or could it be something else?
Thanks for your time and attention!
Keith

The script is the culprit. So do I get credit for correctly answering my own question?

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

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.

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 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.

One single button for "Ready" and "Not Ready"?

Hi all!
Is there a possibility to assign a service URL for changing the agent state from "Ready" to "Not Ready"? Just like the "One Button Login" ...
Best regards; Florian

I think this is what you are looking for. If you are using IPPA then you can use something like this as a registered service. It's what our installer configured for us.
http://XXX.XXX.XXX.XXX:PORT/ipphone/js/sciphonexml/IPAgentChangeState.jsp?State=3&RC
The 3 is your Agent State Code for Not Ready. For Ready just change it to a 4.
Word of caution: Agents can not go from one Not Ready state into another Not Ready state if you are using Reason Codes. We have our agents selecting a Not Ready code from a list and with the IPPA you have to first select Ready then select Not Ready to change this state. If you are using CAD this is not an issue. Becomes a real problem if you have agents who came back from a meeting and need to go to lunch but there are calls in queue. If anyone knows a way to work around that little problem I'd be eternally grateful.

Cisco Finesse - Not Ready Reason Codes

Hi,
Can anyone tell me if it's possible to go from one not ready reason code straight to another without going ready in between?
Example:
Agent goes to lunch, selects Not Ready (Lunch). Comes back from lunch and goes to a meeting - they need to go to Not Ready (Meeting) - without going Ready.
Thanks,
Brian

Here is a link to the doc:
http://docwiki.cisco.com/wiki/Desktop:_Agent_State_Changes

Cisco UCS Central High Availability (HA NOT READY)

I am seeing the following message in UCS Central about HA NOT READY
Cluster Id: 0x819cae86c88f11e4-0x8fb4d5434d9b9e52
Start time: Tue Mar 24 12:08:20 2015
Last election time: Tue Mar 24 12:08:50 2015
A: UP, PRIMARY
B: UP, SUBORDINATE
A: memb state UP, lead state PRIMARY, mgmt services state: UP
B: memb state UP, lead state SUBORDINATE, mgmt services state: UP
heartbeat state PRIMARY_OK
HA NOT READY
Waiting for response from device.
Device count, expected: 2, active: 0
Detailed state of the device selected for HA quorum data:
Device 1009, serial: 14713e4e-929e-11e3-aa5e-002a6a7fa904, state: inactive
Device 1008, serial: 7cafb282-b1ed-11e4-a520-8c604f230301, state: inactive
Quorum data local IO failure:
14713e4e-929e-11e3-aa5e-002a6a7fa904 READ_FAILED, error: GENERAL, error code: 32767, error count: 1348947
Quorum data local IO failure:
7cafb282-b1ed-11e4-a520-8c604f230301 READ_FAILED, error: GENERAL, error code: 32767, error count: 1348947
Warning: there are pending I/O errors on one or more devices, failover may not complete

The management services on each node are all running
show pmon state
SERVICE NAME STATE RETRY(MAX) CORE
pmon running N/A N/A
core-svc_cor_dme running 0(4) no
service-reg-svc_reg_dme running 0(4) no
core-svc_cor_secAG running 0(4) no
operation-mgr-svc_ops_imgMgmtAG running 0(4) no
resource-mgr-svc_rsrcMgr_dme running 0(4) no
identifier-mgr-svc_idm_dme running 0(4) no
central-mgr-svc_centralMgr_dme running 0(4) no
service-reg-svc_sam_controller running 0(4) no
policy-mgr-svc_pol_dme running 0(4) no
sam_cores_mon.sh running 0(4) no
core-svc_cor_controllerAG running 0(4) no
operation-mgr-svc_ops_dme running 0(4) no
service-reg-svc_sam_licenseAG running 0(4) no
policy-mgr-svc_sam_pkiAG running 0(4) no
core-httpd.sh running 0(4) no
stats-mgr-svc_statsMgr_dme running 0(4) no
core-svc_cor_sessionmgrAG running 0(4) no
I can ping the two registered domains from both nodes

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

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

Agent state changed to reserved but call is not ringing/landing for 30 seconds

Hi All,
we have IPCC 8.5, CVP 8.5, UCM 8.5, last few weeks we are facing
agents are facing intermittently, their state changed to reserved but call is not landing/ring for a while, and we have seen call is going to RONA in CVP logs.
We have cross checked the Device Target (4 CVP servers) its fine, Queue music is interruptable.
In Ingress/VXML gateway we have the dial-peer pointing to two subscribers with equal priority. Seems to be some call is not routing to agent phone (delay is there between voice gateway and ip phone) due to some reason. We dont use SIP proxy we use static routing to subscribers.
Please share your ideas.
with Regards,
Manivanna

In Ingress/VXML gateway we have the dial-peer pointing to two subscribers with equal priority.
The gateway should point to the Call Servers. The Call Servers should have static routes to the subscribers.
If the call is not getting to the agent even though they go into Reserved (the Call Router has selected them), ensure that the SIP trunks to the Call Servers and the agent phones are in compatible partitions/CSS. Examine the logs on the Call Server when the INVITE is sent to the agent phone. If the INVITE returns 404 (not found) or 503 (unavailable), then the setup is wrong.
Regards,
Geoff

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 reserved state set to Not Ready

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