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
Similar Messages
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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 -
Agent get stucked in Reserved State
HI CUCCE gurus,
Need assistance on this issue. In our remote office, our Sales Team has a linegroup setup, the Sales extensions are part of the linegroup and at the same time its their ACD line when they logged in to Cisco Agent Desktop.
The issue is, when they got a call from the linegroup their CAD state change to "Reserved" and it stuck from that state and nothing they can do to change the state but to logoff, close the apps and log back in.
I enabled debug on once of the Sales CAD (see attached output).
Any troubleshooting tips that you can advise or detailed steps to check from our system.
Our CAD is 7.X
Our CUCCE is 7.X
Our CUCM 7.X
Thank you.Hi Jhun,
Agent stuck in reserved state it means, the ICM has reserved the agent, but the call is not getting delivered to the agent extension.
If you are using SIP trunk, you would probably need to check the CSS and Partitions over the trunk. Also, any recent changes made on the CSS of the SIP trunk you would need to reset the SIP trunk.
The CSS on the SIP trunk should contain the partition of the phone.
Also, you would need to check on the Agent targetting rule in the config manager of the ICM. The agent extensions should be added to the Agent targetting rule
Hope this helps!!!
Cheers,
Dass
Please rate useful posts -
IPCC - agent stuck in reserved state
HI
I have a problem, Desktop agent goes in reserved state are using Cisco Contact Center Express 7.0(1)_Build168 This contact Center is integrated with CUCM 7.1.3.30000-1.
Logs attached .
PD:I already checked the CSS configuration of the agents and cti ports.Hi Carrion
The problem is when the call is transferred from UCCX CTI port to your agent:
602574: Jun 15 19:28:34.161 COT %MIVR-SS_TEL-7-UNK:CallID:114 MediaId:1342/1 Task:18000000195 consultWithoutMedia gets CiscoJtapiException: 0x8ccc0088(CTIERR_CONSULT_CALL_FAILURE)::Consult Call Failure
602575: Jun 15 19:28:34.161 COT %MIVR-ALARM_MGR-3-UNK:MIVR alarmwriter queue is full some alarms will be dropped
602576: Jun 15 19:28:34.161 COT %MIVR-SS_TEL-3-CONSULT_FAILED:Consult failed: All Call ids=CallID:114 MediaId:1342/1 Task:18000000195,Extension=6058,Exception=com.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException: ,Failure reason=consult gets error 0x8ccc0088=CTIERR_CONSULT_CALL_FAILURE
602577: Jun 15 19:28:34.161 COT %MIVR-SS_TEL-3-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException:
So the call gets placed back into the queue and then fails to dispatch succssfully to the agent again.
Can you please confirm how you are making these calls, are they from the PSTN or internally to the UCCX?
Also please check MTP and make sure you have allowed media resources as the system has to beable to place the call on hold while it transfer. -
Ucce cad agent stuck in reserved state
Dears,
It is a UCCE system with CVP and CAD version 9.0
The issue is that when the call is to be delivered to an agent, the CAD is stuck in the reserved state for around 20 seconds then it goes to the Ready state and the caller gets disconnected since I'm not configuring a queue yet.
Has someone faced a similar issue?
Your help is greatly appreciated.
Thank you in advance.
LaraActually it turned out to be a call manager issue. The partition of the agent's extension was misconfigured.
Regards. -
UCCX 7.0 - Agents in reserved state and calls stuck in CSQ
Hello all,
I have got a following issue with our UCCX 7.0 installation - there is a team of agents and some of them intermittently stuck in reserved state for no reason.
I went to real-time reporting and found lot of calls stuck in CSQ, which I believe is related.
Other teams (which uses different IVR scripts) are not having these kind of problem - that led me to conclusion that something may actually be wrong with the scirpt itself. I am going to add "dequeue" step before "Goto VOICEMAIL" under transfer menu for all three options, but not quite sure if that is cause and solution for the problem. Could you guys take a quick look on attached script, I might be missing some part of picture here.
Thank you in advance,
PeterHi
Some things to check first:
1) Agents are not members of pickup groups - this is a common cause of such problems
2) Do the agents all receive calls sometimes? Are they all in the same partition? Verify that the UCCX CTI ports can call all of the agents...
3) Check the release notes : http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf
There is an 'unsupported actions' section that lists things agents should not do on Page 15 onwards. Pickup is the most problematic of these, but others are very common causes of stuck-in-reserved and stuck calls.... far more common than scripting errors. If in doubt, disable the options (by removing pickup groups from their lines, and assigning a softkey set that doesn't include the listed keys) and see how it goes...
I've had a quick look over your script and see no major cause for concern.
Regards
Aaron
Please rate helpful posts... -
Hi team.
The Cisco Supervisor Desktop don't show any logs in the "Agent Logs - State" and "Agent Logs - Call" in some agents.
I restarted the Cisco Desktop Services in CCX Serviceability but the issue continue.
I appreciate any help respect this case.
Thanks a lot.
ErnestoGHi Ernesto,
Did you click or selct the Specific Agent\Inbound call which is currently being handled by the Agent. From the Screenshot you have attached (first one) doesn't look like the call has been selected.
Please select or click on that Specific Agent\Inbound call from CSD and check these values.
Hope this helps.
Anand
Please rate helpful posts !! -
CCX CAD hang on reserved state
Hi,
We have CCM and CCX.When CAD in reserve state it hangs and we need to restart the CAD and login in again.Secondly on status bar i see partial status.
Please help me on this
Regards,
AsimCall manager version: 7.1.3.32900-4
IPCC Version: 7.0(1)SR05_Build504
CAD Version: 6.6(1) Build 6.6.1.400
Call recording service is down in CAD
This problem starts automatically.
I have check the configuration and also restarted services in CAD but the problem still persists -
IN UCXX 7.0 , every day two to three times ucxx agent are getting reserved starte, then we are restaring the CXX services.
As per cisco document, I enable the interruptible option under the palyprompt, but no any success.Hi
To figure out precisely the cause of the issue we will require in MIVR/CAD trace analysis. I will suggest you to open a TAC case in this regard.
Thank you
Anuj -
Hi Dude,
Could you please someone help on this :
Customer are reporting that "
CAD is acting very odd, when on a call I cannot hit the "Work Ready" button. It will show me in odd state, when I should be in “Ready” it shows me as “Talking”. When I'm “Talking” it will show me in “Not Ready”. All this is intermittent, it works fine after a reboot, then shortly after the same thing occurs.
Alos user is going to ready state after talking i mean to say am in TALKING mode, hit the WORK READY icon and it when that call ends he sent right back into the queue.
05/20/13 12:10:32.162 5236 agent Thd( 464) CCtiOsSession::OnEvent, (PrphID:5022 PrphTyp:17 AGState:eLogout SG#:4294967295 SGID:4294967295 StateDur:0 SGPri:0 EvtRsnCode:0 SGState:1 SessID:0 MRDID:1 ICMAGID:15789 AGMode:0 MaxTaskLim:0 NumTasks:0 AGExt:1214095 AGID:1714095 AGInstr:1214095 CTIClntSig:CTIOSServer UniqObjID:agent.5022.1714095 MsgID:eAgentStateEvent DvrKey:agent.5022.1714095 AGAvailStatus:0)
05/20/13 12:10:32.162 5236 agent Thd( 464) CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(30)
05/20/13 12:10:32.162 5236 agent Thd( 464) CCtiOsObject(04628BD0)::ReportError( Code(-109) )
05/20/13 12:10:32.162 5236 agent Thd( 464) CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eAgentStateEvent)
05/20/13 12:10:32.162 5236 agent Thd( 464) CCtiOsSession::OnEvent( eSetAgentStateConf ), EnablementMask = ffffffff
05/20/13 12:10:32.162 5236 agent Thd( 464) CCtiOsSession::OnEvent, (UniqObjID:agent.5022.1714095 MsgID:eSetAgentStateConf FiltTgt:agent.5022.1714095 TgtCILClntID:u0078345-xpb-5236-464 BlkAllEvts:0)
05/20/13 12:10:32.162 5236 agent Thd( 464) CObjectManager::GetTarget, No CTIOS Objects are capable of processing Event(39)
05/20/13 12:10:32.162 5236 agent Thd( 464) CCtiOsObject(04628BD0)::ReportError( Code(-109) )
05/20/13 12:10:32.162 5236 agent Thd( 464) CCtiOsSession::OnEvent, No CTI OS Objects are capable of processing Event(eSetAgentStateConf)
05/20/13 12:10:32.755 5236 agent Thd(1056) [agent.5022.1714095]::MakeRequest( eDisableSkillGroupStatisticsRequest )Still not time to PICK HOUR and almost morethan 250 agents ate logged in ...
Intermittent issue with single user not for all. Sone time its working good as expected. i -
Hi,
I have a CCX 7.0. On some PC CAD goes in resserved state for random duration (1 -2 min) after attending the call. In this duration agent is unable to receive new calls or chnage the state.
Please let me know steps to resolve the issue.
Regards,
AndyHello,
Here it is , not only SR4 but you also need ES2
CSCtc32123
UCCX 7.x Select Resource Step reaches 1000 step max and fails
Workaround:
Apply UCCX 7.0(1)SR4 and ES2 -
scom2012R2
Under Monitoring - Operations Manager-Agent Details-Agent Health Status
I have a number odd server states showing, i.e.,
1) Agent State from Health Service Watch pane shows server as critical
while Agent State pane shows state as healthy - grey circle with check mark
Tried a agent repair and no change
2) Agent State from Health Service Watch pane shows server as healthy with green cirlce and check mark
while Agent State pane shows state as green circle not monitored
Tried a agent repair and no change
3) Agent State from Health Service Watch pane shows server as critical
while Agent State pane shows state as grey triangle Warning
Tried a agent repair and no change
Under Active Alerts a number of servers show as critical with Alert Details as
This monitor indicates that the target System Center Management Health Service that this Watcher is monitoring was not able to load internal system rules.
It says the resolution is to do a repair but that did not help
NMHi,
This two views are important – because it gives us a perspective of the agent from two different points:
1. The perspective of the agent monitors running on the agent, measuring its own “health”.
2. The perspective of the “Health Service Watcher” which is the agent being monitored from a Management Server".
If any of these are red or yellow – that is an excellent place to start. This should be an area that your level 1 support for Operations manager checks DAILY. We should never have a high number of agents that are not green here. If they
aren't – this is indicative of an unhealthy environment, or the admin team not adhering to best practices (such as keeping up with hotfixes, using maintenance mode correctly, etc…
Use Health Explorer on these views – to drill down into exactly what is causing the Agent, or Health Service Watcher state to be unhealthy.
Please go through the link below for more details:
http://blogs.technet.com/b/kevinholman/archive/2009/10/01/fixing-troubled-agents.aspx
Regards,
Yan Li
Please remember to mark the replies as answers if they help and unmark them if they provide no help. If you have feedback for TechNet Subscriber Support, contact [email protected] -
PSC Setup - Setting REX Agent Configuration, state blocked at "Ongoing"
I followed the IAC (IAC 4, PSC 10) install guide, but I'm stuck at the "Setting REX Agent Configuration".
I should wait for the task to complete, but the state is blocked at "Ongoing (2 of 3 Completed)" since yesterday. I don't know why it's stuck and what to do.
Below, the Requisition detail :Hi,
Thanks for your reply. I already try the REX login, and validate that the REX service was "up". I also try to cancel the requisition and make a new one with no result.
As you suggested I've updated the request (not sure it was what you mean by "resend") and the result seems the same (the due date is in 2h, don"t know how much time it should take) -
UCCX Agent ready state softkey
I was under the understanding that UCCX agents could also sign into the ready state through they're assigned phones ? So far in my reading of documents and such I have yet to see any bit of information for setting up agents without CAD. In many of our situations we would like the agents just to be able to sign into the phone adding them to the rotation for incoming calls.
Does anyone know if this is possible and if so is there a reference in some document outlining it ?
Thank you.Are you looking to log in agents without using the agent desktop? Check out IPPA (IP Phone Agent). This is a IP Phone service that you assign to the agent phone in call manager.
Set up the agent as normal, then add this service to the phone in call manager:
http://x.x.x.x:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
where x.x.x.x is the ip of your UCCX server.
See page 128 of this doc... http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf
Brian
Please rate helpful posts -
CSD 8.01(a) - Agent ACD State Log Display does not show loing time
Hello,
I have a customer that has was upgraded to CAD 8.0 and now the Agent ACD Sate Log Display does not alway show the login time for agents. We moved them to 8.01(a) for other issues but this one remains. Any ideas?
JeffTahir -- These questions are best asked on the general application server forum. They can answer questions related to Oracle9iAS in general, like questions on Enterprise Manager. It is located at:
http://forums.oracle.com/forums/forum.jsp?id=466592
Thanks -- Jeff
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