Agent stuck on calling

Hello,
I have had several agents that after they finish a call and hang up their agent desktop continues to say
talking. They have to manually disconnect and log back in for it to work again. The call center has been
running for 7 months without any problems.
Anyone ever seen this before?
Thanks

Unsupported Configurations for Agent Phones:
The following configurations are not supported for agent phones:
Two lines on an agent?s phone that have the same extension but exist in different partitions.
An ICD extension assigned to multiple devices. (Configuring an ICD extension in a device profile is supported.)
Call waiting enabled on an ICD line.
No Cisco Call Manager device can be forwarded to the ICD extension of an agent.
The ICD extension of an agent cannot be configured to forward to a Cisco CRA route point.

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Agent stuck at updating?

Hello All,
I've got quite a few InTune agents stuck in updating. They are all in a single site, so I'm assuming it has something to do with the firewall etc.
Looking at the logs i'm getting:
2014-02-06 17:45:30:406 2132 a3c GetWebSvcLocation() Using MSU location https://msua04.manage.microsoft.com/SignalingService/Signal.AsyncHandler.
2014-02-06 17:45:30:406 2132 a3c InitializeNetwork() finished 0x00000000.
2014-02-06 17:45:32:715 2132 a3c WARNING: Send failed with hr = 80072f9a.
2014-02-06 17:45:32:715 2132 a3c WARNING: SendRequest failed with hr = 80072f9a. Proxy List used: <(null)> Bypass List used : <(null)> Auth Schemes used : <None>
2014-02-06 17:45:32:715 2132 a3c WARNING: Receive() failed to send http request using proxy 0x80072f9a.
2014-02-06 17:45:32:715 2132 a3c WARNING: Tick() failed to ping server.
The following document has been followed: http://technet.microsoft.com/en-us/library/jj676651.aspx
Does anybody know what server it is trying to "ping" see last line. The https://msua04 is available and I can reach the web page (although it does give an error 403 from working and non-working PCs.)
Network / Firewall guy can't see anything but at the same time we aren't sure where InTune is trying to reach.

I know this is very old but I’m trying to clean up old posts. Did you ever solve this? If so it would be good if you could post the solution to assist others. If not, at this
stage, as nobody has answered, I would recommend that you call Intune support if the issue still exists.
You will find your local Intune support number here
http://technet.microsoft.com/en-US/jj839713.aspx
Gerry Hampson | Blog:
www.gerryhampsoncm.blogspot.ie | LinkedIn:
Gerry Hampson | Twitter:
@gerryhampson

XML Publisher report stuck at Calling XDO Data Engine...

Hi !
I am upgrading a custom report from 11i to R12 , the report works fine in 11i but when moved to R12 the report is stuck at "Calling XDO Data Engine..." and then it doesnot parse the Template.
Below are the logs from the request:
XDO Data Engine Version No: 5.6.3
Resp: 51234
Org ID : 109
Request ID: 29953138
All Parameters: p_kombi=:p_orderno=:p_batch_id=521007
Data Template Code: XX_TEST
Data Template Application Short Name: XX
Debug Flag: N
{p_kombi=, p_batch_id=521007, p_orderno=}
Calling XDO Data Engine...
Please suggest what can be the issue?
I have checked both Data template and RTF template too. They are fine.
Thanks in advance

Hi Alex!
Thanks for your response..
Yes the concurrent job keeps on running with this entry in the log file.
I have tried this option also of just uploading XML data template and getting the XML output but it is also the same.
There is no change in the XML file in 11i and R12 instance. Is it that some extra setups has to be done in R12?
The general settings of temp table is there, I have checked that.
Thanks in advance

Agent ready Radio button remains selected even though agent is on call.

Hi
issue
Agent logsin to Interacton center and system by default puts him in to NOT Ready Status.
Agent changes the status from Not ready to Ready.
Agent receives a call via queue
Agent accepts call via interaction center
Ready Radio button reamins selected even though customer care agent is on phone with Customer.
In idle situation the radio button should move from ready to not ready or any other state.
Landscape : SAP CRM / AMC MCIS / CISCO IPCC.
we did our system restarts still issue is not resolved.
Has anyone ever noticed this issue.
any Help or guidnace is really appreciated. Thanks in advance
Regards

Hi Alok,
That behavior may be just how your CMS and Telephony system behaves. In all likelihood you are not going to get a queued call at that point, since you already are on a queued call. As long as the state display is correct once the call is ended, that is the most important thing. I have seen some telephony systems where even the hard phone shows ready during the call, and doesn't change modes until after the call is ended. Anyway, you should check with your CMS vendor - in this case AMC MCIS.
Sincerely,
Glenn
Glenn Abel
Covington Creative
www.covingtoncreative.com

CAD Application gets Hanged for UCCE 7.5.1 when agent answered the call for particular location

Hi All,
We have a CAD server installed on ICM PG box.
Two agent location namely X and Y
Datacenter resided in location X
Users in location X were not facing any issue
Users from location Y facing diificulties and they were using CAD ver 7.5.1.
Randomly for all the users in location Y were reporting CAD application gets Hanged immediately when the agent answer the call.
Location Y is connected via WAN.
Both the location we are using same CAD version, but still issue persist in location Y.
Kindly let me know how to address this issue
If this was a BUG why it was not impacting other location

Hi,
I found the problem in CAD Troubleshooting guide.
Problem: Agents can’t log into Agent Desktop.
Solution: During Unified ICM installation, an “Agent Login Required for Client Events” check box is displayed. By default this check box is unchecked. It must remain unchecked for agents to be able to log in. If the check box was checked during Unified ICM installation, you must reinstall Unified ICM and make sure the check box remains unchecked.
I reinstalled CTI Server without that checkbox and now the agent is able to login.
Thanks all for your help.
Cristian

When making a call, sometimes, my iPhone 5 , gets stuck on 'Calling' than I have to press END..but still nothing happens, than when I press HOME button, the call app keeps running in the background and it keeps saying CALLING... please help

When making a call, sometimes, my iPhone 5 , gets stuck on 'Calling' than I have to press END..but still nothing happens, than when I press HOME button, the call app keeps running in the background and it keeps saying CALLING... than I have to wait 2 - 3 minutes and call again.
please help

Has nothing to do with the SIM or master reset. This has been done to my phone. The SIM once and the factory reset many times over. You all just sold us a bad piece of equipment and have us by the tail with our contracts so none of us can get a new phone without paying full price or re-upping our contract. I just got off the phone last night with your high up tech people (you know, the hidden number we get once we tear into your support people enough), they went into my phone again and still didn't find anything wrong. I about got fired from my job for not getting my calls and texts. The BBB has now been contacted, and I feel your end should shore this up for all of us!

Phone frequently gets stuck on calling "calling"

I'm using a LG VN250 Cosmos, switched from a VX8350 recently.
This phone doesn't have EVDO and the PRL is a different version.
I recently noticed that it will frequently get stuck in "calling..." before timer starts rolling. Sometimes, it will go for about 90 seconds and "call failed" comes on. I have this happen even when I have four bars.
i don't recall having this problem with my 8350.
Anyone else experience this? What can I do to fix it? I've already done what 611 has got to say...
*228, 2
pull battery and reboot.

PDX_OR, thank you for sharing your concerns about your device. I would certainly like to help with this issue. Normally the steps you tried would resolve issues like this, so we will need to figure out whether this is a network issue or device issue. Do you notice this happening only in certain areas or everywhere you use the device? Did this start right after activating the phone?
Please let me know.
MarquiaF_VZW
Follow us on Twitter @VZWSupport

SOLUTION: stuck on "calling..." or "ending call..."

Symptoms:
The dialer is stuck saying "calling..." and hanging up leaves you stuck on "ending call.." If you switch to another app the dialer still seems to be calling even if you left it with "ending call..." on screen.
People calling you hear a ring but your phone doesn't.
Killing the dialer manually gets full dialer functionality back but you still cannot dial out or receive voice calls.
Cause:
You have no Mobile Data connection. Either under Settings > General > Network > Mobile Data is turned off or the network has blocked Mobile Data due to a fault or lack of calling credit.
Also, for the described problem you have Settings > General > About > Diagnostics & Usage > Automatically Send selected.
Solution(s):
Kill the dialer app - this may work for some, but the problem will likely reoccur.
Restart your phone - again usually a temporary fix (if at all.)
Backup, Factory Reset and Restore - definitely will work for a much longer period but a lot of hassle and not a permanent fix.
Go to Settings > General > Network > Mobile Data and turn it back on (if unintentionally switched off.) If intentionally switched off, toggling on then off works for some. Again this is a temporary fix.
If you have calling restrictions affecting Mobile Data, get them lifted / buy more credit.
If none of the above work, select Settings > General > About > Diagnostics & Usage > Don't Send. N.B. if this your permanent solution don't expect next year's iPhone X to be quite as good as you hoped - Apple need this information to spot software bugs and guide phone design.
Also, if any of the above fail to work, try killing the dialer and/or restarting the phone again before trying other options.
Why does this happen?
I can only guess the code running the Diagnostics is hard wired to send out via Mobile Data, the status of your WiFi signal makes no difference. Still guessing I would say that some sort of log file is filling up during usage of various apps. When this file is full, no further data can be sent an no further log messages can be collected. For example, the dialer wouldn't be to interested in browsing through the address book but it would want to log a call made, the signal quality and whether the call got dropped. If the log is full it gets stuck posting its first message when you hit the dial button..
So, toggling the Mobile Data setting might get some of the data out of the log file and certainly a complete Restore would clear it all but it would still fill up again in time. Really, it's just a choice between getting Mobile Data back on / lifting calling restrictions or switching off the sending of Diagnostics & Usage denying Apple vital information on improving their products.
Hope this is of help!
Best Regards,
Andy @ POSitality

My 4s is frozen on the ending call but I can't even put it in sleep or do - top button hard shut off. When I try to get to settings the icon takes me to a blank screen. Texting/email/safari -are blocked from connecting.

CAD Real Time Stats show NA for agent state and call log

Hello
For our lab uccx, the agent/users CAD display shows NA for the agent state and call log. I have
Not Ready and Log out codes set and have the testers do those actions to generate data.
I have rebooted the server and have also checked the services page and confirmed
all the services are running.
I went through the admin guide to see if I missed any configuration but does not appear so.
I tried launching the real time stats tool from the UCCX Admin and it launches OK
but I noticed that it shows not connected.
Note this is over a VPN to the UCCX.
So not sure if this is related. I checked the relase notes and this is the base install
of UCCX 8.5. I am going to install the service updates but wanted to see if I can
get this running before I schedule a maint window to do the upgrades.
Thanks
Mike Kana

Hi
you might be facing an issue where " uccxcaduser password" gets corrupted , which leads to the issue you are facing right now
you have to contact TAC to reset that password for you and your issue will be fixed ,100%
Note : Only TAC can reset this password

UCCE Agent cannot answer call

Hi,
We are facing an issue some times (random) that agent cannot answer the customer call.
Before the agent answers the call, it is queued again and offered to another agent.
The new agent also faces the same issue.
We are using UCCE8, CVP8 in a comprehensive mode.The call is send to CVP(10.70.78.118)
from CUCM(10.70.78.126,10.128.60.31) through SIP trunk. The CVP application is played successfully
using the gateway(10.70.78.114). The agent extension label is correctly received in CVP & associated
SIP static route to CUCM(10.70.78.126) is identified. Upon routing the call to CUCM, the CVP log shows
"HANGUP with Call History" and "Terminated with Q.850;cause=16".
This issue is happening rarely & randomly. Will it be any issue with CUCM, network or CVP configuration.
CVP log is attached for the analysis.
Appreciate any help or suggestion.
Regards,
Nissar.

It seems that my analysis of the log is not correct. Sorry for misguiding, if anybody analysed the log.
"REJECTED WITH 503 - Service Unavailable Reason: Q.850;cause=47" is the correct error message from the call leg to agent. I was refering to the incorrect call leg in the previous post.

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.
Lara

Actually it turned out to be a call manager issue. The partition of the agent's extension was misconfigured.
Regards.

Elements Agent stuck on Detecting Changes in PSE13

I am running PSE13 on a Windows 8.1 desktop.
My photo catalogue has about 40K pictures, but only 3K have been uploaded from PSE13 to Revel. The Elements Agent is stuck on "Detecting Changes" and not synchronizing with Revel.
I have signed out/in within PSE13 and turned the Elements Agent off and then on. Still no changes.
On my desktop, I have turned off all services and startup programs except for Adobe programs.
Looking for help.

Thanks a lot for replying, your example is being of help but
i think you misunderstood my post and i still have some doubts.
More than one item can be a winner, not just one, so i will
have to call an update for each item.
On my fill method i have something like this:
public List fill(List fillParameters){
List results = new ArrayList();
results = dao.getBids();
results = checkWinners(results); //this function checks each
item and sets the winner porperty to true or false.
return results;
So when i call on Flex DataService.fill() it obtains the list
of bids and each has its winner property to true or false. Then i
insert a new item and the fill method is executed again (due to
autoRefreshFill) and winner properties is set again but the
updateCollection message only includes the new added item, it
doesn't check for updates.
So now, the real deal is where would i call the updateItem to
push the changes? Should i call the updateItem inside the
createItem function? on the refreshFill function? inside the fill
function?
I have checkWinners() function which is the one i call inside
the fill function and that sets the winner property of each item,
should i call the DataServiceTransaction.updateItem from there? I
have my doubts because i am calling this function inside the fill
method.
So it all sums up in "where should i call the updateItem?"
Thanks for you help, hope you can help me out with this last
issue :)

Application stuck in call of slow_lock

During running of our application under Solaris 9 using SunStudio 8,
the application get stuck, and the process stack shows the following thread stack:
----------------- lwp# 6 / thread# 6 --------------------
fcd95994 lwp_park (0, 0, 0)
fcd9166c mutex_lock_queue (fcda8b44, 0, fcfc0590, fcda8000, 0, 1) + 104
fcd9206c slow_lock (fcfc0590, fc760a00, 2bf3e8, fcfbc000, 2bfa20, 7ea48ec) + 58
fcf46cf8 malloc (1, c8474c, 546872, 7efefeff, 81010100, ff0000) + 18
fd398f98 __1cQCORBA_string_dup6Fpkc_pc_ (1, 0, 21ba0, fcfbc000, 0, c84748) + 28
fd399158 __1cWCORBA_it_string_dup_eh6Fpkc_pc_ (c84748, fc760a00, 4a4974, fd399158, 365878, fd83dab8) + 2c
002a1268 __1cXCORBA_IT_Cxx_String_mgr2t5B6M_v_ (53cc35c, 0, 21ba0, fcfbc000, 40f8f48, 4f775e0) + 10
0029e480 __1cKglobaldefsUNameAndStringValue_T2t6M_v_ (53cc358, d53e40, 4a4974, fcd92634, 48, fd83dab8) + 20
Several threads were in the same state and the application seems to be in a deadlock.
Is any body knows the meaning of the system call slow_lock ?
Is it a known behavior ?
Thanks for any tips.
Yaakov Berkovitch
[email protected]

What you see here is the result of calls to the memory allocator being serialized through a single lock. This is described in the following SunSolve document:
SRDB 71583 - Threaded applications making heavy use of the memory allocator may scale poorly
However, this will not cause a deadlock, rather just poor scalability. The thread stack you supplied, illustrates a thread blocked in a call to malloc() waiting to aquire this lock. You should find another thread in malloc, free, memalign, calloc, realloc, or valloc which is not blocked on this lock. It will be holding the lock, and blocking the other threads...perhaps.
Would you be able to supply a full threadlist, such as an output from pstack?
Anyway, if you want to use a more scalable memory allocator use libumem as follows:
$ LD_PRELOAD=libumem.so ./my_program
or if you are running an older version of Solaris you won't have libumem. In this case use mtmalloc, which for your purposes will achieve the same goal.....a proper multi-thread scalably memory allocator:
LD_PRELOAD=libmtmalloc.so ./my_program
See manpages for mtmalloc(3MALLOC) and libumem(3LIB) for more information.

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.

CTI OS desktop agent cannot answer call

Hello All,
I am seeking a suggession on a issue which seems to be lying with network.
Agents are located in different location and all remaining Cisco components like ICM, CVP and CCM are in data center.
Agent succesfully logs in via CTI os Dsktop agent and IP phone, but when call is transferred, its state fluctuates between ready and reserved. CTI OS desktop agent never goes to talking state and call never lands on IP phone.
Network team claims nacessary routing and firewall ports are already open.
Seeking suggesion to further isolate and what logs/traces can be collected to identify the source of issue.
Tried 1 test agent login in data center and observed that in data center call lands to agent succesfully.
Any directions/pointers?
TIA
Regards,
Kailash

Hi Kailash,
Could you please check the below points:
1. Check if you associated the Agent phones to CCMPG user.
2.Symptom: Agent receives calls, but loses them after a few seconds before they can be answered.
Possible Cause The Ring No Answer feature is probably set on your ICM system. Open the ICM Configuration Manager and increase that value or disable it all together. (Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for more information on how to configure the Ring No Answer feature.)
3. Make sure the CSS and partitions are proper.
Also refer the below troubleshooting guide for more information,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_2/troubleshooting/guide/ctits.pdf
Hope it helps,
Anand
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Agent stuck on calling

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