Agents ODD State

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

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enum Value
Description
Numeric Value
eLogin
The agent has logged on to the ACD. It does not necessarily indicate that the agent is ready to accept calls.
0
eLogout
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5
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6
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Emctl agent and console issues

Hi All:
I am not sure what happened, but here it goes:
Environment:
==========
Windows 2003
Oracle 10G : 10.1.0.2
I have 2 instances on same server.
Currently both DBs are up and running. I had already accessed one DB Console to administer. (Which took a while to bring up due to requirements for providing explicit security policies and having service run as Local System) In any case system was up.
Then I went to second service and used the port 5500+1. Which I got to. When I tried to set up DB Back up, and test the backup disk drive, it gave me an error that the Host user does not have specific rights to execute a perl command. This is the same error I was getting before on the other instance.
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When I go to: http://localhost:1830/emd/main: It states EMAgent is working.
When I go to command line and submit:
emctl status agent: it states agent is not running.
I tried to start it, and I get Net HELPMSG 2185.
Now I can't start consoles (emctl start dbconsole (after setting ORACLE_SID).
Does anyone have any thoughts or suggestions. It would be greatly appreciated.
Asad:
[email protected]
TRACE FILE DATA FOR BOTH INSTANCES:
========================================
INSTANCE 1:
SQL = " OCISessionBegin"...
LOGIN = dbsnmp/<PW>@(DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=magellan)(PORT=1521))(CONNECT_DATA=(SID=pcm)))
2007-07-03 04:23:33 Thread-2552 ERROR vpxoci: ORA-01033: ORACLE initialization or shutdown in progress
2007-07-03 04:23:45 Thread-3116 ERROR upload: Failed to upload file B0000974.xml, ret = -2
2007-07-03 04:23:45 Thread-3116 ERROR upload: Failed to upload file B0000974.xml, ret = -2
2007-07-03 04:23:46 Thread-3116 ERROR upload: Failed to upload file B0000974.xml, ret = -2
2007-07-03 04:23:46 Thread-3116 ERROR upload: 3 Failures in a row for B0000974.xml, we give up
2007-07-03 04:23:46 Thread-3116 ERROR upload: Error in uploadXMLFiles. Trying again in 300.00 seconds.
2007-07-03 04:23:47 Thread-3100 ERROR pingManager: nmepm_pingReposURL: Did not receive a response header from repository
2007-07-03 04:23:48 Thread-3100 ERROR pingManager: nmepm_pingReposURL: Did not receive a response header from repository
2007-07-03 04:23:48 Thread-2552 WARN vpxoci: OCI Error -- ErrorCode(1033): ORA-01033: ORACLE initialization or shutdown in progress
SQL = " OCISessionBegin"...
LOGIN = dbsnmp/<PW>@(DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=magellan)(PORT=1521))(CONNECT_DATA=(SID=pcm)))
2007-07-03 04:23:48 Thread-2552 ERROR vpxoci: ORA-01033: ORACLE initialization or shutdown in progress
2007-07-03 04:24:03 Thread-2552 WARN vpxoci: OCI Error -- ErrorCode(1033): ORA-01033: ORACLE initialization or shutdown in progress
SQL = " OCISessionBegin"...
LOGIN = dbsnmp/<PW>@(DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=magellan)(PORT=1521))(CONNECT_DATA=(SID=pcm)))
2007-07-03 04:24:03 Thread-2552 ERROR vpxoci: ORA-01033: ORACLE initialization or shutdown in progress
2007-07-03 04:24:12 Thread-1664 ERROR upload: Failed to upload file B0000974.xml, ret = -2
2007-07-03 04:27:58 Thread-2348 ERROR recvlets: Inserted target oracle_database pcm.pcimail.com into hash table
2007-07-03 04:27:58 Thread-2348 WARN upload: Upload manager has no Failure script: disabled
2007-07-03 13:17:27 Thread-2772 ERROR http: 1832: snmehl_read: error on read: An existing connection was forcibly closed by the remote host.
(error = 10054)
2007-07-03 13:17:27 Thread-2772 ERROR http: 1832: SNMEHL_READ_ERROR
2007-07-03 13:17:27 Thread-2772 ERROR http: --- Error context dump begin for incoming request ---
2007-07-03 13:17:27 Thread-2772 ERROR http: version=http/1.1 secure = 0
2007-07-03 13:17:27 Thread-2772 ERROR http: primary header = NULL
2007-07-03 13:17:27 Thread-2772 ERROR http: --- Error context dump end for incoming request ---
2007-07-03 13:19:58 Thread-2336 WARN http: 304,-1: nmehl_httpListener: signaled to exit from emctl
=============
INSTANCE 2
============
2007-07-03 04:14:25 Thread-3680 ERROR fetchlets.oslinetok: Metric execution timed out in 120 seconds
2007-07-03 04:14:35 Thread-3680 ERROR command: killed process 692 running F:\oracle\product\10.1.0\Db_1/bin/nmupm and failed to WaitForSingleObject within 10 seconds.: (error=109, no message available)
2007-07-03 04:14:35 Thread-3680 ERROR engine: [host,magellan,_LoadInternal] : nmeegd_GetMetricData failed : Metric execution timed out in 120 seconds
2007-07-03 04:14:35 Thread-3680 ERROR engine: [magellan,host] Failure in step [3] : _LoadInternal. Metric execution timed out in 120 seconds. Stopping execution
2007-07-03 04:14:35 Thread-3680 ERROR engine: [magellan,host] : Load : nmeeam_GetMetricData failed
2007-07-03 04:14:35 Thread-3680 ERROR engine: [host,magellan,Load] : nmeegd_GetMetricData failed : Metric execution timed out in 120 seconds
2007-07-03 04:19:05 Thread-3600 ERROR fetchlets.oslinetok: Metric execution timed out in 120 seconds
2007-07-03 04:19:15 Thread-3600 ERROR command: killed process 2116 running F:\oracle\product\10.1.0\Db_1/bin/nmupm and failed to WaitForSingleObject within 10 seconds.: (error=87, no message available)
2007-07-03 04:19:15 Thread-3600 ERROR engine: [host,magellan,DiskActivity] : nmeegd_GetMetricData failed : Metric execution timed out in 120 seconds
2007-07-03 04:19:15 Thread-3600 ERROR engine: [magellan,host] Failure in step [0] : DiskActivity. Metric execution timed out in 120 seconds. Stopping execution
2007-07-03 04:19:15 Thread-3600 ERROR engine: [magellan,host] : Load : nmeeam_GetMetricData failed
2007-07-03 04:19:15 Thread-3600 ERROR engine: [host,magellan,Load] : nmeegd_GetMetricData failed : Metric execution timed out in 120 seconds
2007-07-03 04:22:05 Thread-2664 ERROR fetchlets.oslinetok: Metric execution timed out in 120 seconds
2007-07-03 04:22:15 Thread-2664 ERROR command: killed process 2144 running F:\oracle\product\10.1.0\Db_1/bin/nmupm and failed to WaitForSingleObject within 10 seconds.: (error=87, no message available)
2007-07-03 04:22:15 Thread-2664 ERROR engine: [host,magellan,DiskActivity] : nmeegd_GetMetricData failed : Metric execution timed out in 120 seconds
2007-07-03 04:22:15 Thread-2664 ERROR engine: [magellan,host] Failure in step [0] : DiskActivity. Metric execution timed out in 120 seconds. Stopping execution
2007-07-03 04:22:15 Thread-2664 ERROR engine: [magellan,host] : Load : nmeeam_GetMetricData failed
2007-07-03 04:22:15 Thread-2664 ERROR engine: [host,magellan,Load] : nmeegd_GetMetricData failed : Metric execution timed out in 120 seconds
2007-07-03 13:04:21 Thread-784 WARN http: 304,-1: nmehl_httpListener: signaled to exit from emctl

Hi..
I bounce the box and restarted all the services. But the Console services did not come. Kept getting same HETHELP MSG error.
I tried to start the agent from command line but did not start from their either.
Here is the TAIL of the 2 trace files.:
TAIL of emoms.trc:
2007-07-10 11:05:16,156 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.sysman.ias.ias.IASIntegration
2007-07-10 11:05:16,531 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.sysman.eml.target.slb.common.SLBIntegration
2007-07-10 11:05:16,796 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.sysman.eml.ssl.intg.SSLIntegration
2007-07-10 11:05:16,921 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.tip.oem.central.domain.ProcessConnectDomainIntg
2007-07-10 11:05:16,921 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.tip.oem.central.instance.ProcessConnectInstanceIntg
2007-07-10 11:05:16,921 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.webdb.admin.em.PortalIntegration
2007-07-10 11:05:16,921 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.webdb.admin.em.SSOIntegration
2007-07-10 11:05:16,937 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.reports.em.RepIntg
2007-07-10 11:05:16,953 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.sysman.ocs.mntr.target.OcsEmailIntegration
2007-07-10 11:05:16,953 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.sysman.ocs.mntr.target.OcsOidIntegration
2007-07-10 11:05:16,953 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.sysman.ocs.mntr.target.OcsOvfIntegration
2007-07-10 11:05:16,953 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.sysman.ocs.mntr.target.OcsWebconfIntegration
2007-07-10 11:05:16,953 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.sysman.ocs.mntr.target.OcsWirelessIntg
2007-07-10 11:05:16,968 [Orion Launcher] ERROR app.ContextInitializer contextInitialized.256 - Integration Class not found: oracle.sysman.ocs.mntr.target.OcsCalGrpIntegration
TAIL of emagent.trc:
2007-07-03 04:23:33 Thread-2552 ERROR vpxoci: ORA-01033: ORACLE initialization or shutdown in progress
2007-07-03 04:23:45 Thread-3116 ERROR upload: Failed to upload file B0000974.xml, ret = -2
2007-07-03 04:23:45 Thread-3116 ERROR upload: Failed to upload file B0000974.xml, ret = -2
2007-07-03 04:23:46 Thread-3116 ERROR upload: Failed to upload file B0000974.xml, ret = -2
2007-07-03 04:23:46 Thread-3116 ERROR upload: 3 Failures in a row for B0000974.xml, we give up
2007-07-03 04:23:46 Thread-3116 ERROR upload: Error in uploadXMLFiles. Trying again in 300.00 seconds.
2007-07-03 04:23:47 Thread-3100 ERROR pingManager: nmepm_pingReposURL: Did not receive a response header from repository
2007-07-03 04:23:48 Thread-3100 ERROR pingManager: nmepm_pingReposURL: Did not receive a response header from repository
2007-07-03 04:23:48 Thread-2552 WARN vpxoci: OCI Error -- ErrorCode(1033): ORA-01033: ORACLE initialization or shutdown in progress
SQL = " OCISessionBegin"...
LOGIN = dbsnmp/<PW>@(DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=magellan)(PORT=1521))(CONNECT_DATA=(SID=pcm)))
2007-07-03 04:23:48 Thread-2552 ERROR vpxoci: ORA-01033: ORACLE initialization or shutdown in progress
2007-07-03 04:24:03 Thread-2552 WARN vpxoci: OCI Error -- ErrorCode(1033): ORA-01033: ORACLE initialization or shutdown in progress
SQL = " OCISessionBegin"...
LOGIN = dbsnmp/<PW>@(DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=magellan)(PORT=1521))(CONNECT_DATA=(SID=pcm)))
2007-07-03 04:24:03 Thread-2552 ERROR vpxoci: ORA-01033: ORACLE initialization or shutdown in progress
2007-07-03 04:24:12 Thread-1664 ERROR upload: Failed to upload file B0000974.xml, ret = -2
2007-07-03 04:27:58 Thread-2348 ERROR recvlets: Inserted target oracle_database pcm.pcimail.com into hash table
2007-07-03 04:27:58 Thread-2348 WARN upload: Upload manager has no Failure script: disabled
2007-07-03 13:17:27 Thread-2772 ERROR http: 1832: snmehl_read: error on read: An existing connection was forcibly closed by the remote host.
(error = 10054)
2007-07-03 13:17:27 Thread-2772 ERROR http: 1832: SNMEHL_READ_ERROR
2007-07-03 13:17:27 Thread-2772 ERROR http: --- Error context dump begin for incoming request ---
2007-07-03 13:17:27 Thread-2772 ERROR http: version=http/1.1 secure = 0
2007-07-03 13:17:27 Thread-2772 ERROR http: primary header = NULL
2007-07-03 13:17:27 Thread-2772 ERROR http: --- Error context dump end for incoming request ---
2007-07-03 13:19:58 Thread-2336 WARN http: 304,-1: nmehl_httpListener: signaled to exit from emctl

Can anybody help with UCCE feature "Work Mode on Outgoing" in Agent Desk Settings

Hi,
my customer wants to have a wrapup time till the agents change their state to "ready" by
themself.
So I have configured the maximum for wrapup time 7200 sec in Agent Desk Settings.
But I have a problem with the feature "Work Mode on Outgoing" in agent desk settings in
ICM 7.5.5.
I think I recognized the function of this feature. It works like that:
- if an agent gets a call via ICM or directly on his phone he will be set into work mode
- if he make a call and the called number answer that call the agent is still on work
mode after he hung up
- but if the called number doesn't answer that call and the agent hangs up his phone he
is in ready/not ready state and that isn't the expected state.
( you can also rebuild this when you go off hook and then on hook again)
The problem is when the agent in state "ready" gets a call via ICM and after he hung up
his phone he is in state "work Ready". Now he makes an outgoing call but this call will
not be answered and if he hangs up his phone he directly gets a new call from ICM because
he was in "ready" state.
Is it possible to set a registry key or do another configuration for that feature "work
mode on outgoing" that it works for every new call even if the call will not be answered?
Cheers,
Tobias

ed_umansky wrote:The proper way to make outbound calls is to first go Not Ready then make a call using the desktop software.
Agreed. In fact, with CAD and CTIOS you cannot make an outbound call when Ready.
Regards,
Geoff

Agents ODD State

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