Agents showing in NOT READY Reason Code Summary Report

I have a large install, with over 100 skills and CSQs. Three agents always show up in everybody's Not Reason Code Summary Report, even though they are not assigned to those skills. At this point none of these three agents has ever been active. My assumption is there is a bug that until an agent actually goes Active at least once this happens. I am looking for confirmation, documentation of such.
Thanks.

Hi,
What is the version of IPCC you are running?
What do you mean when you say agent goes active?
Please refer to this guide below for UCCX 5.0. Refer to pg 65 for Agent Summary report.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_6_0/user/guide/crs601hr.pdf
See if it has the information you are looking for.
So you mean to say you filter this report based on Skill name and still see those 3 agents evene when you chose a skill which is nto assigned to three of them?
Thanks
Ankita

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CUIC Not Ready Reason Code Reporting Issue

We have a single node UCCX 9.0.2 environment with co-resident CUIC used for historical reporting.
When we run the Agent Not Ready Reason Code Summary Report it will only give statistics for the system generated reason codes (the 32XXX ones), even if we choose other reason codes in the filter parameters.
In the attached screenshots you can see where I chose a bunch of other reason codes as filter options, but none of them show on the report. It does the same thing regardless of who runs the report, including the admin super user that's created during installation.
Anyone have any ideas?

We do not run the same version that you are on, however, I would also take a look at the Agent State Detail report and filter by the reason code field.
The report includes a lot of additional data but at least you can get to the actual customized reason code values along with the duration the agent spent in that code per occurrence.
Hope this helps.

Cisco Finesse - Not Ready Reason Codes

Hi,
Can anyone tell me if it's possible to go from one not ready reason code straight to another without going ready in between?
Example:
Agent goes to lunch, selects Not Ready (Lunch). Comes back from lunch and goes to a meeting - they need to go to Not Ready (Meeting) - without going Ready.
Thanks,
Brian

Here is a link to the doc:
http://docwiki.cisco.com/wiki/Desktop:_Agent_State_Changes

Not Ready Reason Codes

Is anyone familiar with configuring Not Ready Reason Codes in Desktop Administrator, more specifically creating a new one? From all Cisco's documentation it should be a simple task.
However, when I create the new Reason Code in ICM Configuration Manager, it does not populate to the Reason Code list in Desktop Workflow Administrator.
The version of UCCE we are running is version 8.0.

check your CAD is synced with ICM, especially check the configuration for AW in CAD post install.
in CAD, reason codes automatically synchronises once configured in ICM. and then you can assign them to workflows.

CTI Not ready reason code 50010

Hi ,
We have a UCCE set up 8.0 . Agents automatically going to not ready state. When checked in report it shows Missed Tasks eroor code (50010). It is a default cisco reason code.Can anyone explain the exact reason for this issue .
Thanks,
Rahul

Hi,
the schema handbook says about this error code:
The agent did not receive multiple consecutive calls routed to him/her. The system makes the agent Not Ready automatically so that additional calls are not routed to the agent. By default, the number of consecutive calls missed before the agent is made Not Ready is 2.
This means the system was able to see these agents as available, it tried to send calls there, but for some reason the calls never reached the agent.
A common mistake causing this issue is Device Target misconfiguration. Can you please check whether you have set up device target for agents, including labels for CUCM and IVR/VRU's?
G.

UCCE Not Ready Reason Code Removed after Internal Call

Here is the scenario. Agent puts themselves Not Ready which we have set to require a Not Ready reason. They enter the reason and go about their business. Someone internally calls their extension for whatever reason. The agent takes the call and hangs up. It seems they are left Not Ready but the reason for being Not Ready is removed. They are now in a undefined not ready code. Can it be set to put them back in the Not Ready Reason they were prior to the internal call? Here is what we are running:
CUCM: 8.0.3.21900-8
ICM: 8.0(3) (8.0 SR 8.03)
CTIOS: 8.0(3)
CAD: 8.0(1) (build: 8.0.1.47)
JTAPTI: 8.0(3.10000)

Hi Brad,
As I understand that the agent before receiving the internal call the agent already went to Not Ready. So after the internal call depending on the wrap-up setting agent will either go to the wrap-up node or directly to the Not Ready state.
If agent goes to wrap-up then need to provide the wrap-up code and after wrap-up need to select Ready or Not Ready. In this case agent will not get any option to select Not Ready. Because prior receiving the inter call the agent was in Not Ready state. By default this is how it works.
But if you use CTIOS agent desktop then with customizing the call event. For example customize the CTIOS code in such was that for internal calls after agent press the wrap-up complete button instead of going back to previous event it will go to the Not Ready event.
Unfortunately for your case it will not work as you are using CAD.
Thanks,
Ashfaque

Agent going to not ready after call hangup, Siebel CRM Connector, reason code 50002

Hi Everyone,
We have Contact Center Enterprise UCCE 8.5.2 with CTOS integrated Siebel CRM 8.1.1 using
Cisco Unified CRM connector
On daily basis we are receiving about 100 incidents that Agents goes to not ready after
talking to customer. and the reporting gives the reason code 50002.
As per Cisco its because of CTI server Failure/Agent desktop closed/network Problem. But
In real there is no network issue, Agent not closing the Agent desktop. Also if this is
the case agent should be logged out but in pratical its stays logged in but moved to
not-ready state(Reason 50002)
It could be miss communication between UCCE and Siebal CRM connector.
One more thing its not happening with one customer only it happening in many deployment on
Version 8. Especially the one integrated with Siebel.
If anyone face the same issue please share the experience and the solution if found any!
Regards,
Atif Tanveer

Atif,
If memory serves me right, CTI events are controlled and communicated by Siebel connector. So when your users close Siebel or any other CTI controlling connector this will be same as closing CTIOS or CAD without proper logoff. This will keep the phone out of synch and keep the user automatically into not ready to prevent any callers going to this device.
Simple answer you have to train users and make sure they close Close applications properly.
Thanks,
Baseer.

CTI OS Server Not ready Reason

Hi
I know that Not Ready with CTIOS is server base. I want to know if it's possible to have spefic reason for some agent and other reason for other agent.
My point is I didn't want all the agent to see all the reason code.
Regards
Frank

I'm not sure thats exactly correct. You have to define Not Rady Reason codes in the registry for CTIOS, not just in ICM. This coupled with the fact that you can indeed create new connection profiles, which is where the Reason codes are confiugred. I believe you can make multiple connection profiles, and tell the agents to choose the correct one. I may be wrong though, I haven't tried.
Chad

Uccx agent call wrap up custom reason codes

Dear Experts,
we have a team of agents who gets the wrapup option after they hung up to add the notes and reason codes (attached screen shot). there is another team of agents in same uccx who require different list of reason codes to be dispalyed when call is ended. The managemen have also asked if there can be sub menus in the list ? Please can some one advise if this is possible and if so I can get some instructions to configure this please.
Regards,
KZ

Take a look at the Desktop Administrator Guide for your UCCX version: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/cda80ccxug-cm.pdf

Cisco Agents goes to Not ready state

Hi,
I have use IPCC ver:4.0(5) SR01ES09_Build095.
We have encountered that our cisco agents automatically change state and it will goes from log-in state to Not ready state.
what was the solution where i have to check the logs.
regards
Salman

Hi Salman-ahmad,
This could be the way you have your agents or CSQ configured, you can configure IPCC to have them to automatically goto Not ready or stay in ready. Have you check your system parameter's?
Under RMCM Subsystem, click the resource link on the left hand side,
there is a "automatically Available" radio box you need to select.
Otherwise you maybe hitting this bug.... Are these your symptom's?
CSCsf11662 Bug Details
Agent goes to Not Ready after making Outbound call from Ready state
Symptom:
Agent makes outbound call from ICD extension (to a non-ICD extension), when
the agent finishes the call, they go into Not Ready state when they expect
to be returned to Ready state.
Conditions:
- Cisco Customer Response Solutions (CRS) 4.0(3)
- Agent makes outbound call from ICd extension whilst in Work state (after just finishing an incoming ICD call).
- Agent places the outbound call on Hold at some stage during the call.
Workaround:
If the above scenario occurs, Agent needs to manually change to Ready state.
HTH, Please rate if so
Regards,
Justin

Help Agents remember when not ready

I have a small group of nurses that take calls. These nurses for the last year have issues with RONA calls and not going ready again. They are nurses and there is no changing their behavior.
Late at night when there is only one possably two nurses on shift I need to figure out a way for ICM to alert them of calls in queue if they are in a not ready or logged off state. I have accomplished part of this by sending calls to a shared line on all their phones.
I use an if statement SkillGroup.Nurse_EN_L1_SG.LoggedOn>0
Trouble is when they RONA they go Not Ready. I tried changing to SkillGroup.Nurse_EN_L1_SG.NotReady>0 but now when they are in a talking state the calls in queue ring the shared line. Not what I was striving for.
Does anyone have a good solution to check the many states an agent could be in?
I thought about checking RouterLongestCallQ but becasue of the nature of the calls they get that was not sutable.
Thanks for any suggestions!

You could check:
SkillGroup.Nurse_EN_L1_SG.Ready<1
Keep in mind that Ready is not the same thing as Avail. Ready is basically any state other than NotReady or WorkNotReady. If you only route to the shared line when there is no one Ready, you can keep calls queued if they are actually logged in taking calls. Checking for NotReady>0 will route to that shared line even if only one of the nurses is in a NotReady state. That was kind of a roundabout way of explaining it, but I think the above should work out for you.

UCCX agent stuck in Not Ready status

Hi There
We are using uccx 7 and 1 agent's status stuck in the "Not Ready".
We can not see his account in the supervisor but in the "Resource Cisco Unified Contact Center Express Stats" I can see his status is in Not Ready for more than 44 hours.
Is there any way we can clear the session?
Thank you in advance.

Do you think there is an agent logged in and Not Ready, or do you think it's a hung session?
If you think it's a real login, reboot the PC.
If you think it's a hung session then you'll have to restart a service of two. I would just plan for a maintenance window and reboot the server along with your CUCM CTI Manager.
Good luck and happy troubleshooting!
Sent from Cisco Technical Support iPhone App

CISCO unified CCX reason codes

Hi, I have generated an AGENT STATE DETAIL REPORT and two of the not ready reason codes are 36 and 38. Can anybody point to where in the CISCO literature I can find the explanation for those reason codes. Or explain them to me.
Also as a second question, when using CISCO Unified CCX to generate reports is there any way of showing what the call termination reason was.
ie Call has been handled but was it a) ended by the caller b) ended by the phone agent c) ended by a CISCO error.
This would be quite usefull to know at times.
many thanks in advance for any help, advice or pointers.

Hi Eric,
The reason codes are defined through the desktop administrator and the range are 0 - 999.Refer the below link page number 48 for more info.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf
Page :191
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
For the second query refer the database schema guide for more info.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85dbschema.pdf
Regards,
Gnan.
Pls rate if this helps.

Siebel CRM Reason Code Commands

We are needing to enable some commands on the Cisco CTIOS Siebel connector and just not sure where they are enabled or edited at.
We are using connecter provided by CISCO for CTI between Siebel and CISCO. Connector provides the enabled command to Siebel that siebel can send as device command like "DeviceCommand = "ChangeNotReadyState"" using communication configuration DEF file.
Currently we have business requirement:
CTI agents can set their state to NOT READY on a click of button with reason code selected by the agents irrespective of there current state.
We configured the button, but the button is enabled only when the device command "ChangeNotReadyState" is enabled. Can it be possible to enable this button always and we can are able to change agents state at CTIOS level(CISCO)? Can we send "ChangeNotReadyState" command to CISCO irrespective of agents current state
Here is what we have done so far:
We configured DEF according to ORACLE support recommendation (ID 543337.1 listed below in this mail)
RELEVANT PARTIAL DEF FILE:
[Command:DSC_NOTREADY_POP_EXE]
   SubCommand_1 = "DSC_NOTREADY_NOPOPUP"
   SubCommand_2 = "DSC_NOTREADY_POPUP"
   SubCommand_3 = "CleanDashBoard"
   Comment      = "YQ8279: Add for Direct not ready Button Aug2012"
   Description = "Not Ready"
   ExecuteAll   = "TRUE"
   Hidden       = "TRUE"
[Command:DSC_NOTREADY_NOPOPUP]
   Comment       = "YQ8279: Add for Direct not ready Button Aug2012"
   Description   = "Not Ready"
   DeviceCommand = "ChangeNotReadyState"
   FilterSpec    = "[$GetCommandStatus(ChangeNotReadyState)]= 'Enabled'"
   Hidden        = "TRUE"
[Command:DSC_NOTREADY_POPUP]
   Comment       = "YQ8279: Add for Direct not ready Button Aug2012"
   Description   = "Not Ready"
   DeviceCommand = "ChangeNotReadyState"
   FilterSpec    = "[$GetCommandStatus(ChangeNotReadyState)]= 'Enabled'"
   Hidden        = "TRUE"
   CmdData       = "PopupforReason"
   [CmdData:PopupforReason]
      Comment          = "YQ8279: Add for Direct not ready Button Aug2012"
      Param.ReasonCode = "[Name]"
      SelectApplet     = "Transfer Multiple LOV Popup Applet"
      SelectBusComp    = "List Of Values"
      SelectBusObj     = "List Of Values"
      SelectParam      = "TRUE"
      SelectQuerySpec = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"
      SelectTitle      = "Please select the reason for changing status to Not-Ready"
So with above configuration suggested by oracle support we are sending "ChangeNotReadyState" device command twice in a manner so that it will be processed one after the other. But it is not happing, second command is not going through as its not enabled after Siebel issued it once. Please see below logs and highlights.
SCOMM LOG: <In Time Context >
ChangeNotReadyState Command is enabled (status = 16)
see image 1 on attached doc
Now user applied the command once :
See Image 2 on attached doc
Now "ChangeNotReadyState" device command is disabled .
Can we make it "ChangeNotReadyState" enabled via connecter always by making some registry setting or some setup.
See image 3 on attached doc
Oracle Support Suggestion:
Not able to select Not Ready Reason Code [ID 543337.1]
https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.jspx?_afrLoop=485718774714219&type=DOCUMENT&id=881215.1&displayIndex=4&_afrWindowMode=0&_adf.ctrl-state=dhq5nrae7_147
Symptoms
In the current production we are having some CTI agents facing problem with picking the AUX Codes (Reason Codes) when trying to change status for Not Ready.
Some of the agents reported that they can NOT pick the reason codes ( probably the icon is disabled for some reason at some point of time). I tried to reproduce the problem, but not happened.
Our objective is to not receive the call and make the agent click the AUX Code (Not Ready Reason Code).
Cause
Users were not able to pick the auxiliary code (reason code) at Siebel web client under using Genesys Gplus 7.0.000.1. Agent objective was to not receive the call and be able to click the AUX Code.
During the operation of selecting an auxiliary code (aux code dialog open or not ready reason code applet) an incoming call reaches the agent before he decide which aux code to user not allowing selecting the reason code.
The GPlus driver at this point did not receive the not ready command and is in ready state for this agent allowing new calls.
Solution
Suggestion was to define first the not ready state for the GPlus with the default reason code = -1. Now agent is on a not ready state allowing enough time for agent to perform the selection.
Then we can call another communications command that starts the popup for the LOV of aux codes.
Here the agent will have enough time to pick the code with no more inbound calls.
The device commands for the command group are as follow:
[Command:NotReadyForGVoiceGroup]
   SubCommand_1 = "NotReadyForGVoiceStd"
   SubCommand_2 = "NotReadyForGVoiceAuxCode"
   SubCommand_99 = "NotReadyForGVoiceEnabler"
   Description   = "Set not redy for voice"
   Hidden        = "TRUE"
   ExecuteAll = "TRUE"
[Command:NotReadyForGVoiceStd]
   Description   = "Set not ready for voice"
   DeviceCommand = "NotReady"
   Hidden        = "True"
   Title        = "Voice not Ready"
   CmdData       = "NotReadyAuxCode"
[CmdData:NotReadyAuxCode]
   Param.ReasonCode               = "-1"   ; Check manual Gplus Adapter for Siebel 7—Deployment Guide page 241 for the value.
[Command:NotReadyForGVoiceAuxCode]
   Description   = "Seçect Reason Code for Voice"
   DeviceCommand = "NotReady"
FilterSpec    = "[$GetCommandStatus(NotReady)] = 'Enabled'"
   Hidden        = "True"
   HotKey        = "Alt+A"
   Title        = "Aux Mode"
   Profile       = "Gplus Voice1"
   CmdData       = "ReasonCodePopup"
   [CmdData:ReasonCodePopup]
      Param.ReasonCode               = "[Name]"
      Param.ReasonValue               = "[Value]"
      Param.StringAttributeExtensions = "ReasonCode,ReasonValue"
      SelectApplet                    = "Value Type Pick Applet"
      SelectBusComp                   = "List Of Values"
      SelectBusObj                    = "List Of Values"
      SelectParam                     = "TRUE"
      SelectQuerySpec                 = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"
      SelectTitle                     = "Please select the reason for changing status to Not-Ready"

Thanks for your response Cherilynn,
You are correct for a vanilla agetn desktop. However, if the agent has to become available to move from one aux reason to another, the agent may get a call in that process. With customiization, we can allow changing from one aux code to another without having to make the agent ready. Oracle suggested a solution but to do this, we need to enable and modify certain parameters within Cisco. What we are trying to find out is where are these parameters set, ex: AgentWorkMode and AgentWorkMode2, ChangeNotReadyState...
ORACLE SUPPORT SR
Not able to select Not Ready Reason Code [ID 543337.1]
SymptomsIn the current production we are having some CTI agents facing problem with picking the AUX Codes (Reason Codes) when trying to change status for Not Ready.
Some of the agents reported that they can NOT pick the reason codes ( probably the icon is disabled for some reason at some point of time). I tried to reproduce the problem, but not happened.
Our objective is to not receive the call and make the agent click the AUX Code (Not Ready Reason Code).
CauseUsers were not able to pick the auxiliary code (reason code) at Siebel web client under using Genesys Gplus 7.0.000.1. Agent objective was to not receive the call and be able to click the AUX Code.
During the operation of selecting an auxiliary code (aux code dialog open or not ready reason code applet) an incoming call reaches the agent before he decide which aux code to user not allowing selecting the reason code.
The GPlus driver at this point did not receive the not ready command and is in ready state for this agent allowing new calls.
SolutionSuggestion was to define first the not ready state for the GPlus with the default reason code = -1. Now agent is on a not ready state allowing enough time for agent to perform the selection.
Then we can call another communications command that starts the popup for the LOV of aux codes.
Here the agent will have enough time to pick the code with no more inbound calls.
The device commands for the command group are as follow:
[Command:NotReadyForGVoiceGroup]
   SubCommand_1 = "NotReadyForGVoiceStd"
   SubCommand_2 = "NotReadyForGVoiceAuxCode"
   SubCommand_99 = "NotReadyForGVoiceEnabler"
   Description   = "Set not redy for voice"
   Hidden        = "TRUE"
   ExecuteAll = "TRUE"
[Command:NotReadyForGVoiceStd]
   Description   = "Set not ready for voice"
   DeviceCommand = "NotReady"
   Hidden        = "True"
   Title        = "Voice not Ready"
   CmdData       = "NotReadyAuxCode"
[CmdData:NotReadyAuxCode]
   Param.ReasonCode               = "-1"   ; Check manual Gplus Adapter for Siebel 7—Deployment Guide page 241 for the value.
[Command:NotReadyForGVoiceAuxCode]
   Description   = "Seçect Reason Code for Voice"
   DeviceCommand = "NotReady"
FilterSpec    = "[$GetCommandStatus(NotReady)] = 'Enabled'"
   Hidden        = "True"
   HotKey        = "Alt+A"
   Title        = "Aux Mode"
   Profile       = "Gplus Voice1"
   CmdData       = "ReasonCodePopup"
   [CmdData:ReasonCodePopup]
      Param.ReasonCode               = "[Name]"
      Param.ReasonValue               = "[Value]"
      Param.StringAttributeExtensions = "ReasonCode,ReasonValue"
      SelectApplet                    = "Value Type Pick Applet"
      SelectBusComp                   = "List Of Values"
      SelectBusObj                    = "List Of Values"
      SelectParam                     = "TRUE"
      SelectQuerySpec                 = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"
      SelectTitle                     = "Please select the reason for changing status to Not-Ready"
Regards,
https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.jspx?_afrLoop=485718774714219&type=DOCUMENT&id=881215.1&displayIndex=4&_afrWindowMode=0&_adf.ctrl-state=dhq5nrae7_147

CAD UCCE Reason Codes Question

In UCCE CAD 7.5.4 and later Spanlink came out with a new feature where a agent can change thier "Not Ready" reason code without going "Ready"->"NotReady". I have a customer who is running 7.5.6 and does not like this feature and would like to turn it off. There is nothing in Cisco Administration Desktop application that controls this (i.e. enable / disable of this feature) Does any one know if there is a Registry or configuration file that can turn off this feature? - Thank for your help! - Jim

Not as far as I know. Haven't asked TAC or anything yet though. It's annoying because when going Not Ready > Not Ready it doesn't write an entry into the Agent_State_Trace table, only the Agent_Event_Detail which one of my clients needed to use for reporting..

Agents showing in NOT READY Reason Code Summary Report

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