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)

Similar Messages

  • 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)

  • 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

  • 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.

  • 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

  • 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

  • How dynamically get an agent f a level-by-level workflow after PO changed

    Hi  all:
         I'm trying to create a level-by-level workflow after PO  changed, but how dynamically get an agent and how assign it to
    task dynamically?
        Thank you very much!!!

    Hi Sony,
    There are diffrent ways to get agent level by level....it depends from where you are getting the agents.
    1>Suppose you have 2 level PO worklfow and my agents are stored in some custom table:-
        level1 -- agent1
        level2 --agent2
    2> You can create two attributes in your BO i;e zgent1& zagent2.
    3> Inside the attributes zagent1 u will get the actual agents from custom table by putting code
       i.e select agent1 into zagent1 from zcus_tab where level = 1.
    4> Inside the attributes zagent1 u will get the actual agents from custom table by putting code
       i.e select agent1 into zagent1 from zcus_tab where level = 2.        
    5> Now generate the BO...and test it ..u will se the user id of agents in the attributes populated.
    6> Now bind these both attributes to workflow container.
    7> Use attribute ZAGENT1 for level 1 approval task in worlfow.
    8> Use attribute ZAGENT2 for level 2 approval task in worlfow.        
    The values will comes dynamically from custom table...which u will maintain.

  • Finesse Agent state change

    I am using UCCX 10.5 and Finesse 10.5, if an agent telephone have 2 extensions, one for call-center inbound and outbound call use, one for self used. If I want to make that when the self used extension is using (i.e. talking to somebody), the other agent extension is forced change to NOT-READY state. How can I config?
    Andy

    Hi,
    I test using the "select ressource" box, that way I am using a CSQ and it's works. Before, I was just testing with a "Redirect call" box and that is not the right solution.
    Thank you
    H.C

  • How to change agent port after installation

    Hi ,
    I am having oem 12.1.0.2
    I want to change the default port from 3872 to 8006 i had already installed agent and need to change it now.
    Thanks,
    Sachin

    Hi,
    You can use 'emctl setproperty agent'.
    1: stop the agent
    2: emctl setproperty agent -name EMD_URL -value https://hostname.domain:port/emd/main/
    3: start agent
    Note that this procedure will change the agent port but will not update the agent target name (which includes the port number).
    Regards, Mark.

  • 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.
    We have checked with the agents and they confirmed that they have loggout properly after working shift (when they finish, they logout of CAD and then logout of Extension Mobility).
    We have checked "Agent State Detail" report, and found strange behavior (for thoes agents that have abnormal Not Ready state and long duration of Total Logged-in Time) as - after that agent Logout, they have change to Not Ready state with reason code 32759 (The system issues this reason code if the agent's phone crashes and that agent is placed in the unavailable state).
    What caused this to happen? Agent shouldn't have any state after they logout.
    Any idea?
    Thanks.

    Aaron
    Just one more thing. for example SLA on the CSQ  is set to 10 secs
    Call is offered to the agent via Resource commend but the agent does not answer so  RONA (15sec) is invoked and the call is re-queue - Does this impact SLA?
    No agents are available so the call is queued with IVR- Does this impact SLA ?
    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,
    We have a UCCE setup with outbound dialer.Some of the agents are registered to one of the subscribers, which got restarted for some reason.
    We moved the agents to another callmanager suscriber and changed device pool.
    But after this activity, when calls made through a few of the campaigns, agents are experiencing the following problem with CAD.
    CAD will go on Reserved for a minute then will shift to Ready for about 45 sec and then will go to Not Ready, making the agent click the Ready icon once again for them to be queued for a lead to be given to them.
    This is causing significant amount of problems in the normal call centre operation and any suggestion is highly appreciated!!!

    Hello Geoff,
    It seems to be problem with the device pool change as you suggested because it started working fine after it was brought back to normal mode.The CCM Sub was brought back alive and now it is working fine.
    But out of curiosity, I would like to know why would it affect the agent status.
    The agent state was flapping between ready and not ready.
    Thanks in advance!!!

  • Crystal Report (RDC) doesn't print correctly, after Printer change ?

    There are problems with the page format and the color settings for the new printer !
    It should be resolved with ADAPT01104291 FixPack3.8
    Description: Crystal reports may not print properly after users change printers by using the SelectPrinter command from the Report Designer Component (RDC). The cause of the problem is that the incorrect DEVMODE structure size is allocated to the print job.
    We are using CRXI_R2_SP5_Upgrade: ProductID=11.5.11.1470.2.26.Patch
    but we still have the problems !

    Hello Don, thank you for your extensive answer. The PCL printer of HP is not the trouble maker. The problem is obviously replicable with any other Printer Driver (Espon/Sharp/Kycocera a. s. o.)  I only installed this PCL Printer Driver of course you mentioned it in your example before.
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    Schacht 1, Nr: 261
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    Greetings V. Hölscher

  • Toshiba Satellite p75-A7200 stuck on toshiba logo after bios change

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    entered bios fine changes from UEFI to CSM boot and now i cannot enter bios or boot past toshiba logo.
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