Agent States in ICM script

Hi,
I would like to know if the states of an agent such as Logged on and Ready can be checked in ICM scripting .
We are developing a script which will check the agent state Logged on and then checks the agent state ready , only if these conditions are satisfied then the call will route to that particular agent.
If agent is not logged on, then it will route to one skillgroup and if agent is logged on , but not available/ready then it will land to voice mail.
The approach which i am following is to assign each agent with one particular skillgroup and check these states.
Please let me know if any other approach can be followed .
Regards
Deepak

Hi deepak,
Before you route the call to the SkillGroup, you can have a IF Node to check the LoggedOn count and Available/Ready and route accordingly as you need.
IF SkillGroup.LoggedOn=0 in Formula Editor
Right branch connected to the SkillGroup you required
Wrong branch connected to another IF node and if SkillGroup.READY=0 have the Right branch connected the Voicemail
You can also accomplish this just by 1 IF Node using AND and OR operators
Just have a look at Using Formulas section in the below Scripting and Media Routing Guide
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/ipce80sg.pdf
Regards,
Senthil

Similar Messages

UCCE: Forceful Release an Agent Call from ICM Script, Can I?

Hi, let me explain the requirement first. Customer wants to make their IVR free of cost but they want to start billing only when the call is landed to skill group/agent. So far I can think to make it possible by triggering their billing server by ODBC gateway through Application Gateway process. But also the customer wants to release that particular call when that pre-paid caller is out of charge. They might trigger one of my application or can modify any particular database field and put the calling# into there and my task would be release that call.
I have thought an idea to develop a TCL script run into the voice gateways and release the call from there by searching the particular call with calling#, but I do not know TCL scripting or any idea how to develope TCL , can't I release that call from ICM script? Do I have any control on calls from ICM when the call is landed and connected to agent?
Any help would be hightly appreciated.

That's a nasty piece of work. Just imagine how jacked off you would be if you are the customer, you have enough in your bank account to get to an agent who is then starting to help you, and in the middle of your conversation you are simply cut off!
I don't think it's possible - although CVP would be your best shot because of the switch leg.
But not only that, I don't think it is desirable. If you check the customer's balance before going to an agent, that should be sufficient. Anything else is just terrible customer service.
Regards,
Geoff

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
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UCCX 9.0.2 - Agent state problems when Default script is execute

Hello,
I need some help on that problem.
I created a special script I want to use as the default script in my application. When I use this special script as the main script, everything is fine.
But when I use this special script as the "default script" in my application, desabled the main script to force my special script to be executed, I have problems with the agent's states.
--> When my agent receives the call from UCCX, he becomes in reserved state but when he answers the call, instead of going in talking state, it goes to available state. The UCCX do not further monitor the call. The only way to hang up the call is with the telephone.
Thanks,

The default scripts are not meant to be used as call routing scripts. The intention is to allow you to gracefully bow out of the call, with a customized and friendly error message, versus the default Cisco message.
NoteRemember that the purpose of the default script is to gracefully terminate the call when the main script fails, not to have a fall back to provide the original services intended by the primary script. This distinction is important because using system resources to execute this default script may impair system performance. If the primary script fails too often, then you should fix the primary script rather than providing another script to attempt the same task.
Source: UCCX Getting Started with Scripts, Chapter 5 - Advanced Scripting Techniques, Section Advanced Error Handling, Subsection Using Default Scripts
Good Example
StartAccept (--Triggering Contact--)Play Prompt (--Triggering Contact--, P[whoops.wav] + DP[3000])Terminate (--Triggering Contact--)End
EDIT: August 1, 2013 - I just learned a new trick. If you need to only play a single prompt as your default script, as in the above "good example", then UCCX has a way to do this without creating a new default script, and setting it on every single application. You upload your prompt to the repository with the filename: "unrecov_error.wav". You can even have one per language! That's pretty cool!
Bad Example
StartAccept (--Triggering Contact--)...greeting......check for holidays......check business hours......deliver main menu of 7 choices......ask caller for account number......perform DB lookup on account number......check agents logged in......select resource......queue the caller for 5 minutes......route call to agent...End
I'm not saying this is why you are seeing the weird behavior, I'm just trying to inform you that you shouldn't be routing calls to Agents in your default script.
Anthony Holloway
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Migrating from ICM scripts to CVP-VXML Apps

Good day all.
Currently we are running on:
ICM 7.2
CVP 4.1
CUCM 6.
Call flow: using ICM-Script Editor
Applications: Using apps deployed on CVP-VXML server. they are called in ICM scripts.
Well my dilemma is this. We have planned to move all call flows from ICM-Scripts to Call Studio based apps/Scripts.
Now I have studied Call studio and VXML flows, and know that CallStudio/VXML scripts can be run directly from Gateway->ICM->CVP/VXML or in the traditional way called in ICM script.
If we deploy a full Standalone model with ICM lookup (no ICM scripts involved) then how is call queing for SkillGroups/agent transfers handled? do call studio based scripts have the capability, or will we have to include ICM scripts for this?
Secondly, when migrating from ICM scripts to Standalone+ICm lookup model, the current gateway configurations (ie apps, Dial plan and Dial plan to script matching for EACH dialed number) will have to be reconfigured? So as the Dialled number will directly translate to the IVR menu on VXML script?
Need expert inputs on this.
Regards,
AAK.

Hi Asif,
When you use the CVP as Standalone model, its purely for SelfService, Queuing is not possible even if you use Standalone with ICM Lookup. There is no concept of SkillGroups using CVP as Standalone
After the self service treatment is done, you can either transfer the call to CUCM or TDMACD
If you need queuing, you have to go for Comprehensive model.
If you want to go for a StandAlone Model, You will need to configure the Application Name, VxmlServer everything in the Gateway. Have a look at the config guide for CVP Standalone section
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp4_1/configuration/guide/cvp41cfg.pdf
Regards,
Senthil

ICD Agent State- Music On Hold

Hi all,
I deploy ICD script on my system.
But i have some thing i need to do to optimize my system.
I want:
- All agent state is always ready.
- When customer call and wait for agent to answear, they will hear music ( now they hear no thing )
Thanks first, will vote 5* if you can help

Hi HD,
Sorry for the delay in getting back to you. Here is some additional information;
Music On Hold
From this good doc;
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a9f.html#wp59089
You may install the Cisco CallManager Music On Hold Disk that **ships with your Cisco IP Telephony Applications Server, or you may download one of two following files via the web:
ciscocm-MusicOnHold, which is a set of wav files providing the entire music selection from the disk
ciscocm-MusicOnHoldSampler, which is a small set of files offering a sample of music available on the disk
** I just looked and these files can be found at the attached link with CCO Login (Right down towards the bottom of the page)**
http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr-33
As far as your last question, maybe you are looking for the setting "Auto Available" for Agents. Check out Chapter 17- Page 15;
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/apadm35.pdf
Hope this helps!
Rob

Agent state as "Interrupted"

Hi,
We have UCCE deployed. In the Agent state reports some agents state is shows as "Interrupted". Any Idea what this state means and when this event occurs. Could not get much from ICM reporting guide. We are using ICM 7.5.
Thanks in Advance.

Is the agent skilled in multiple skills and/or MRD's? What is their AgentState in the other MRDs/skills?
i.e. perhaps if they were active in an email, and got interrupted by a phone call in the Voice MRD?
dunno for sure... I searched our entire history of support cases, and didn't find a single match for "agentstate interrupted"

UCCE 7.2 Agent state Stucks in Reserved

Dear Networkers,
We have a deployed UCCE 7.2(7) solution with the following components :
- 2 Roggers (IP 10.10.11 & 10.10.10.11)
- 1 DAW
- 2 Generic PGs with co-resident CAD 7.2(1)and Outbound Dialers (IP 10.10.10.13 & 10.10.10.14)
- 2 CVP Call and VXML Servers Version 4.1 (IP 10.10.10.6 & 10.10.10.7)
- 1 CallManager Cluster Version 6.1(4)SU2 with 1 Publisher (IP 10.10.10.35) and 1 Subscriber (IP 10.10.10.36)
- 1 Gatekeeper : 10.10.10.250 and a Voice Gateway (10.10.10.240)
I have a very simple ICM script with step start and transfer to Skill Group. The script Called Number is 3000. The agents' DNs is 1XXX
When I call the DN 3000 from a Cisco IP Phone I am transferred to an agent (with CIPC DN 1000). When trying to call from a Phone connected on an FXS port on my Gateway, I have the agent in reserved mode but the call is not transferred to the agent !
from the call router (IP 10.10.10.6) console i can see the following traces:
22:07:07 Trace: 00000065: CALLFLOW: New call: From IP address=10.10.10.240 ANI= To DNIS=3000, stackID=91b39fc : DNIS = 3000 : CID = 2CF3C355-37E411E1-82
22:07:07 Trace: 00000065: CALLFLOW: Call successfully established (fast start) : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8
22:07:07 Trace: 00000065: CALLFLOW: Initiating IP transfer to 1000 : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8
22:07:07 Trace: 00000066: CALLFLOW: IP transfer in progress to 10.10.10.35 : DNIS = 1000 : GUID = BC9EE312-9097021F-07882146-07345DD3 : CID = 2CF3C355-3
22:07:12 Trace: 00000066: ERROR: IP Transfer - Destination endpoint at IP Address 10.10.10.35 refused connection for phone number 1000 with reason code
1F-07882146-07345DD3 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8
22:07:12 Trace: 00000066: INFO: Attempting call to an alternate Endpoint IP Address: 10.10.10.36 , Destination = 1000 : DNIS = 1000 : GUID = BC9EE312-9
1E1-8206EF1A-3E1A60A8
22:07:12 Trace: 00000066: CALLFLOW: IP transfer in progress to 10.10.10.36 : DNIS = 1000 : GUID = 29321A3E-9197021F-07882146-07345DD3 : CID = 2CF3C355-3
22:07:12 Trace: 00000066: ERROR: IP Transfer - Destination endpoint at IP Address 10.10.10.36 refused connection for phone number 1000 with reason code
1F-07882146-07345DD3 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8
22:07:12 Trace: 00000066: CALLFLOW: Call ended : DNIS = 1000 : GUID = 29321A3E-9197021F-07882146-07345DD3 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8
22:07:12 Trace: 00000065: CALLFLOW: Call successfully established (slow start) : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8
22:07:12 Trace: 00000065: CALLFLOW: Disconnected forcefully : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8
22:07:12 Trace: 00000065: CALLFLOW: Call ended : DNIS = 3000 : CID = 2CF3C355-37E411E1-8206EF1A-3E1A60A8
Can you please help?
Thank you in advance.

Which model of ipcc you are running ?
Incase yours is UCCE 7.x platform ... issue seems to be known bit their is no complete fix yet for this BUG !
You may verify NIC settings on private & visual in system & gateway PG (both shld be same)
A
s a workaround you may install MS patch KB978413 on affected system PG servers .
Let me know your findings once you are done ...

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

How to create a queue using CVP with ICM script(Comprehensive mode)

Hello Guys,
I would like to know how can I configure a queue in a comprehensive mode using micro-app at CVP + ICM environment. I work with UCCE at least 2 years, so I know how to create a queue using UCCX and/or IPIVR (I do a queue application using UCCX Editor and at ICM I use the Run external Script component), but at CVP I don't know how to create a application at Call Studio and how to call this application at ICM Script Editor to run this queue if there aren't agents available.
Can someone help me to understand how can I do that?
I attached the ICM Script using micro-app. This script runs ok, I call to a Route pattern and CVP route request ICM, so ICM run the script, but if there are no agents available the call drops, so I would like to know how can I create a queue to hold the call and to come back to a available agent.
Regards,
Eric Zapparoli
Unified Communications
Wittel

Out of the check mark in the queue to skill group node you go to another run external script node, then you loop into that over and over again until the call is answered.
david

CTIOS 7.5.9 Agent Stats

Hi,
I'm seeing some strange values for some of the agent stats using the ctios agent desktop.
On the pg, i have edited registry keys to display the following stats:
AgentOutCallsSession
AgentOutCallsTalkTimeSession
According to the 7.5 ctios user guide ... session is defined as the time since the agent logged in... however, these counters do not reset when the agent logs out and back in again. An agent can log out at the end of a day, log back in the next day and still see stats > 0 for these 2 headings.
Is anyone aware of a change in ctios 7.5.9 that could cause this? Perhaps we are looking at a bug. We can recreate it on the customer site, and in our lab.
Edit: LoggedOnTimeSession does reset itself when the agent logs out and back in again ... looks increasing like a bug.
Thanks,
Brian

This is a confirmed bug in 7.5.9
CSCtj84524 AgentOutCallsSession and AgentOutCallsTalkTimeSession are not resetting
Symptom:
AgentOutCallsSession and AgentOutCallsTalkTimeSession are not resetting
once the agent logged out.
Conditions: ICM 7.5(9)
Fix expected in ICM 7.5(10) due OCT 2011
Brian

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)

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)

How do I transfer calls from CM 7.x to ICM script in CVP environment with no SIP.

So I have a customer who currently send all internal help desk calls to PSTN, then they come to VXML Gateway that goes to CVP finally landing on ICM script to be processed and handled by an internal agent.
Ideally we want to keep this call with in the platform. No SIP here its H323 gateways and gatekeepers, dialpeers etc.
current setup is you dial 5000 that gets translation route to dial out PSTN outdial 866 123 4567 lands back on VoiceGateways with DNIS 4567. Eventually based on DNIS that get sent to ICM where its processed based on Dial script associated with DNIS and call type.
Seems something real simple in IPIVR but CVP makes it CVP-complex visually perplexing.
Thanks,
Baseer.

CUCM originated calls can be processed in CVP using H.323 - look at the sections in the Guide for warm transfers. The mechanics are similar to SIP.
Regards,
Geoff

UCCX 10.5 / Finesse - agent state error

Hi,
I am curently testing UCCX 10.5 and finesse agent desktop I have a trouble with finesse :
A agent is in READY state, when a call is comming, the state change to NOT READY, it should be TALKING
In the Agent state log is see NOT READY -> Reason code 32761, in the documentation I reed "Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform."
The caller is effectively an internal phone but the composed number is the CTI route point of the UCCX
I have check with "Reactive script" function of the CCX Editor, there is not any error, the call goes well through the script
Any idea ?
Hugo Chevalier

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

Agent States in ICM script

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