Agent state after change

I've got a custom-written wallboard to monitor agents and traffic real-time. When I change a competance level or remove a skill, the agent's records are no longer available in the AgentStateDetail table. Because of this, the agent's status is unknown until there is a change (a new entry in AgentStateDetail is created). Is there a way around this?

I can't speak about the database, but if you're using a http trigger with a script behind to get agent states, you should always get the appropriate information. Our own agent state display uses that approach and it works quite well (we coupled it with a jtapi based app that monitors phone states and requests the agent state when the phone state changes)

Similar Messages

  • Agents state getting changed automatically from NotReady to Ready

    Agents state getting changed automatically from NotReady to Ready on random position during break time. Can some help me out?
    UCCE version 8.5 

    Hello Ahmad,
    Bug below describes a scenario where the agent is transitioned to the Ready state without manually changing it.
    Also effects 8.5.
    CSCty97770
    Save Bug
    UCCX: Agent Incorrectly Set To Ready After RNA On ICD Extension
    Symptom:
    A Unified Contact Center Express (UCCX) agent may transition to the Ready state without manual intervention.
    Conditions:
    This occurs when, while on a call on the personal line, the agent receives a consult transfer from another agent on the ICD line, does not answer this call and the call is disconnected by the calling agent. When processing this disconnect, the agent state is incorrectly transitioned to Ready even though the call is still in progress ...more
    Details
    Known Affected Releases: (2)
    8.5(1)SU2 | 8.0(2)SU4
    Known Fixed Releases: (1)
    9.0(.96000.398)
    Product: Cisco Unified Contact Center Express
    Hope this helps,
    Please rate helpful posts.
    Thanks.

  • Agent state after priority change

    I've got a custom-written wallboard to monitor agents and traffic real-time. When I change a competance level or remove a skill, the agent's records are no longer available in the AgentStateDetail table. Because of this, the agent's status is unknown until there is a change (a new entry in AgentStateDetail is created). Is there a way around this?

    I can't speak about the database, but if you're using a http trigger with a script behind to get agent states, you should always get the appropriate information. Our own agent state display uses that approach and it works quite well (we coupled it with a jtapi based app that monitors phone states and requests the agent state when the phone state changes)

  • Work Ready/Work Not Read Agent state

    Hello all,
    I've got two environments with UCCE 7.2.7 and CTI OS 7.2.7 too; CTI OS registry configurations seem to be the same.
    I've a little problem with the Agent State after an inbound or outbound call.In both the environment I've an AgentDeskSetting with the following main properties:
    Ring No Answer: not configured
    Work mode on Incoming: Required
    Work mode on Outgoing: Required
    Wrap up time: 7200 seconds
    I launch the Cisco Agent Desktop, then log in an Agent, with the previous AgentDeskSetting, and I make an inbound call for the agent; the agent answers the call, talks about 10/15 secons and hangs up the call. At this point the agent, after wrap up data form, goes in work mode and has the Ready and Not Ready buttons available.
    In this condition of work mode, I go to see the Agent_Real_Time table: in the first of the two environments I read an AgentState value of 6 (WorkNotReady) while in the other one I can see an AgentState value of 5 (WorkReady). Why I have two different values? I'am wondering if I miss something: are there some configurations that I have not seen?
    Thanks a lot for help,
    Andrea

    I compared the values in the two registers and I seem to be substantially the same.
    I took the keys "Cisco System, Inc.\Ctios" and "Cisco System, Inc.\ICM\\CTIOS1".
    I just cannot understand why the two different behaviors...
    Any ideas?? Can I decide in which state will go the agent after the wrap-up time??
    Thanks a lot,
    Andrea

  • UCCX - Changing agent states in scripts

    Hi all,
    I would like to chagne the state of my agent from reserved to ready inside a script. One of the steps in the script doesn't connect the contact to the agent (which is OK because some contacts have dedicated agents and not any agent can take the call), but after the step, which checks if the choosen agent is the dedicated agent, doesn't connect the call, the choosen agent becomes reserved until the contact hangs up. Is there a way to change the state of the choosen agent from reserved to ready inside the script or to not set the agents state to reserved if the call won't be connected? As far as I can see, Set User Info doesn't help me with my problem.
    Thank you,
    Ivana

    Thanks for replying back and keeping this alive.  You definitely have a common scenario where you are both:
    A) Classifying your callers into prioritized groups
    B) Assigning a preferred Agent to the each caller
    Fortunately, UCCX does natively support assigning priorities to callers, but I don't see in your explanation where you are/would be using this feature.
    Unfortunately, UCCX does not natively support queuing to individual Agents.  Which is why your current script is retrying the Agent every second in what I presume is a Goto/Label loop using the Select Resource step.  One thing the community does to work around this is to create a CSQ for each of your VIP Agents, and assign a skill/resource group to a single Agent such that only they can service that CSQ.
    E.g.,
    Agent: Anthony Holloway
    Resource Group: vip_avholloway_rg
    CSQ: vip_avholloway_csq
    Now, inside your script you can actually queue to an Agent individually.  The down side is that you now need to burn a CSQ for each Agent, and UCCX does have a limit to how many CSQ's it will safely support. (See SRND or Datasheet for limits)
    In short, you wont' beable to solve your problem with forcing Agent states out of Reserved.  You will need to approach the solution differently.  Do you happen to have the complete business logic written out, and could you share it here for our review and subsequent solution recommendation?
    Anthony Holloway
    Please use the star ratings to help drive great content to the top of searches.

  • One button login cannot change agent state because phone is out of service on 8861 phone

    I'm testing out the 88XX line of phones for our practice and I am getting the strangest error when trying to enter ready state using one button login.
    The phone states...
    one button login cannot change agent state because phone is out of service
    We are using extension mobility to login into the phone, then hitting the one button login service. (all of which works fine).
    Also if I use this same account on any of our older 79XX phones it works perfectly and I can go into ready state and receive calls.
    I only have issues on the 88XX line of phones.
    Any insight would be great, thanks.
    Davidt

    Hi Kim,
    We have seen this issue in our lab.
    But after configuring the authenticate presence and authenticate register and also you need to associate the respective session-server for the ephone-dn as shown below...it will work.
    voice register global
    mode cme
    max-dn 720
    max-pool 262
    load 7960-7940 P00308000500
    authenticate presence
    authenticate register
    tftp-path flash:
    create profile sync 0022049925121368
    ephone-dn 5
    number 1005
    allow watch
    session-server 1
    exit
    Hope it helps.
    Anand
    Please rate helpful posts

  • Some, but not all, podcasts existing on the iPod no longer appear in iTunes. Different podcasts have been affected at different times, after changes in the state of the iPod. Only podcasts are affected.

    I have not seen this precise issue addressed anywhere. I don’t know if it’s an iTunes or an iPod problem:
    - Some, but not all, podcasts existing on the iPod no longer appear in iTunes;
      this, after normal behavior for more than a year since purchase of the iPod.
    - Different podcasts have been affected at different times, after changes in the state of the iPod.
    - Only podcasts are affected.
    - This concerns an iPod nano 6th gen. and iTunes 11.0.2 (26) on System 10.6.8
    - The only change to iTunes, the Mac, or the iPod is that just before this condition began
      I’d begun syncing an iPhone via iTunes.
    I sync manually (“manually manage music and videos”). The first time this happened, I wanted to delete seventeen podcast episodes (all belonging to one podcast) existing on the iPod — but they didn’t show up in iTunes. I tried re-downloading them and re-syncing, to see if the new versions would somehow “re-link” to iTunes. They didn’t. Only one — new — episode appeared in iTunes.
    I ultimately reset the iPod and manually resynced all the podcasts I currently had on iTunes. That worked, though I had to painstakingly add in all the other content deleted by the reset.
    So: after that reset and manual sync, all podcasts and episodes on the iPod were visible to iTunes and I was able to delete the podcast and its — now 18 — episodes I’d wanted to get rid of to begin with. But the next time I connected the iPod, only 8 podcast episodes out of 21 episodes total existing on the iPod were visible to iTunes. These are different podcasts; I’d deleted the original “invisible” ones.
    By “visible,” I mean in the “Podcasts” list view under “[name]’s iPod” in the iTunes sidebar. If I select “[name]’s” iPod in the iTunes sidebar and the “Podcasts” tab, all podcasts and episodes are visible, though greyed out because I’m set to sync manually. It’s unclear to me if these are the podcasts on the iPod or those currently in iTunes, as they are currently the same. If I switch to syncing automatically, all content on the iPod will be lost again, so I’m not up to trying it at the moment.
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    I have the same problem- i see my movies in the ipod section in itunes and they even show as mpeg4 in the 'kind' section but they dont have that small TV icon next to them. if i play these in itunes, they play fine- but try playing them on the ipod and all you hear is the sound and no picture. All videos that i manually transfer work fine in the beginning- its when i hook up the ipod to the comp again and start itunes- they start showing up without the 'tv' icon!! i have to again transfer them from the itunes library to activate them as videos.
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  • After change to Mavericks my Mac become too slow e I can't use it because stays asking passwords for "talagent" and "messages agent" as icloud keys. I got changed the icloud password many times and still doesn't work. I can't open any program.

    After change to Mavericks my Mac become too slow e I can't use it because stays asking passwords for "talagent" and "messages agent" as icloud keys. I got changed the icloud password many times and still doesn't work. I can't open any program.

    Back up all data.
    Launch the Keychain Access application in any of the following ways:
    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)
    ☞ In the Finder, select Go ▹ Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.
    ☞ Open LaunchPad. Click Utilities, then Keychain Access in the icon grid.
    Select the login keychain from the list on the left side of the Keychain Access window. If your default keychain has a different name, select that.
    If the lock icon in the top left corner of the window shows that the keychain is locked, click to unlock it. You'll be prompted for the keychain password, which is the same as your login password, unless you've changed it.
    Right-click or control-click the login entry in the list. From the menu that pops up, select Change Settings for Keychain "login". In the sheet that opens, uncheck both boxes, if not already unchecked.
    From the menu bar, select
    Keychain Access ▹ Preferences ▹ First Aid
    If the box marked Keep login keychain unlocked is not checked, check it.
    Select
    Keychain Access ▹ Keychain First Aid
    from the menu bar and repair the keychain. Quit Keychain Access.

  • 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

  • CTIOS Agent state

    Hi,
    Using Cisco CTIOS toolkit have Auto Answer with zone configured. Is it possible to move the agent State to Not ready after the wrapup is done? Then again agent make himself to ready status for next call?
    Thanks,
    Jayaprakash.

    Hi Jayaprakash,
    Not sure if it is possible to move the agent to "not ready" after every wrapup.
    What is certainly feasible is to change the agent to NOT READY after every RONA (Ring On No Answer). This means that if the agent doesn't answer the call within a preconfigured number of seconds, his state will become NOT READY and the call will be requeued and transferred to the next available agent.
    There are several useful posts on this forum, below is one of them:
    https://supportforums.cisco.com/message/1047017
    Hope this was helpful,
    Justine.

  • Agent State Summary Report - Total login duration abnormal

    Hi everyone,
    We just upgrade our call center to UCCX 8.0(2). Everything seem to work fine except we found something strange in Historical Report "Agent State Summary". Agents are working in 8 hours shift but in the Total Logged-in Time in Agent State Summary report show up to 20 hours (Time spend in Not Ready state up to more than 10 hours). This is happened to some agents only.
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    Thanks.

    Aaron
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    Basically I guess the   SLA  is impacted if the call is either ringing on an agents  phone after the 10 Sec SLA but answered or returned to queue if the RONA is say 15 secs - either way  the SLA is impacted is this correct?
    Sorry for the "obvious " question but customer stated that she was informed the SLA is only impacted on "ringing" time on the agents phone and not if the call is queuing, listen  to on hold while queuing 

  • Inconsistent Agent States.

    Hello all,
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    Hello Geoff,
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  • Error after changing password in Discoverer Viewer (11.1.1.4)

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  • Problems with OEM after changing a database's hostname

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    Hi,
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