All agents become not ready Suddenly

Does any one know what could be the reason why all the agents suddenly become not ready ?
-Agents state after ring no answer set to : Ready
-Automatic work and wrap up time disabled.
-No skills,resource group based queue and circular call distribution.
-Ip phone agents,no cad.
What is wrong ? ,
thanks in advance.

Hi,
perhaps the UCCX (or UCCE?) tries to deliver a call to the agent but due to a routing problem (CSS? Codec?) the call never arrived to the phone so the system forced the agent to Not Ready to avoid this situation with the subsequent call.
Can you please tell us more. Is it UCCX? UCCE? What version? Did you check the logs.
Thanks.
G.

Similar Messages

Interaction Center scenario: total time when agent is "not ready"

Hi,
I have a requirement to show the total time when an agent is "not ready" in IC. I know an agent is either "ready" (to pick up calls) or "not ready". Any idea which business content handles this?
Thanks!

As thomascollins said, you can build an Agent Management workflow. A couple of comments though.
A lot of our agents have multiple extensions on their phone. If they are talking on a non queue extension they let the queue extension ring out putting them in a "not Ready" State.
It would be better if the agent went "not ready" immediately they take a call on their non-contact center line to prevent RONA which is not providing your customers with the best possible service. The routing engine will select another available agent. This positive action by the agent will remind them to take the inverse action and make themselves ready when they finish their call on their non-CC line (well, maybe ).
Requested FunctionalityProvide Queue supervisors with an alert through email or another method to let them know that an agent have gone into a "Not Ready" State.
You would not want this alert done immediately - the poor supervisors would get hammered. Perhaps an alert if an agent is in the "not ready" state for more than (say) 5 minutes. Of course, this now means that the not ready state is useless for meetings, short breaks, lunch and so on - and agents would have to logout for those. Not a problem, and logging out is my preferred method. Just making an observation.
Regards,
Geoff

Agent is not ready but appearing ready in cisco agent desktop

Hi All,
We are facing issue in IPCC Enterprise 7.2.5, as agent is showing in ready state while he is in not ready state by generating webview "Agent not ready and Agent trace level reports.
Did any one face this issue earlier?It seems a bug.
Please see the attachment for further details.
Regards,
Muhammad Atif Butt

Thoughts please

Agents in not ready state too long drops calls.

Using CRS 4.0(3) with agent desktop.
Issue is that when agents go to lunch they go into the not-ready state until they come back from lunch. Upon coming back from lunch, they proceed to go ready and then they start dropping calls as they come into the que.
If you log out completely and close the application when you leave for lunch versus going not ready for an extended period of time the issue does not appear when you log back in.
Any ideas?

Update on this. I looked at the control center and saw that my server was in partial service. I verified the service was the JTAPI subsystem.
I ran the JTAPI update client tool from this link
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c8316.shtml
and saw the version of JTAPI between the CCM and the IPCC server were off. I updated both IPCC servers to the same version of call manager and will now hold to do some testing.

Agent never Not Ready state

Hi
I have a CUCM 8.5 and UCCX 8.5 workingwithout problems, but now the customer wants his agents never stay in state "Not ready" no matter the event, the agent never can stay in not ready state.
Any idea if i can do this?
Regards

OK - you mean not go automatically into work at the end of the call? Disable 'Automatic Work' on the CSQs in AppAdmin.
If you mean not go automatically into 'not ready' when a call is missed, you can set the 'Agent State after Ring No Answer*' setting to 'Ready', but this is generally a very bad idea.
Aaron

Agent State Display - Can you highlight when an agent is Not Ready

Hello...
My customer is looking for a way to highlight when an agent has gone in to the "Not Ready" state... their preference would be to change the font color to red in the supervisor desktop display in the Agents - Team State section, but they are open to ther ideas as well. We are currently running UCCx 7.0(1) with CAD/CSD 6.6(1)
Screen shot of supevisor desktop attached
Thanks,
Craig

I am not sure if highlighting the agents when the state is changed is possible in CSD.
However I am curious to know why is there a specific need to highlight the agent when you already see the status going to RED from GREEN during not ready state ?
Regards
Anuj

Agent is not Ready

Hi All,
I developed a wokflow in which i'm assigning an agents which was created in PPOCE. when the workflow is executed it is giving a message in workflow log "No Agent is ready". How to resolve this error.
Rgds
Faisal

Hi Faisal,
Check wether u have given Possible agent and responsible agents correctly and also general task, General forwarrding allowed or not. Go to SU01 and check for that user.
Regards,
Dheepak

CTIOS agent goes in the Not Ready state randomly

Hi all,
It is a UCCE system version 7.0 with CTIOS Agent Desktop.
I have one agent that is being put in the Not Ready state randomly and he can then re-put himself in the ready state.
I have checked the following logfiles: ctios client, ctios server, cti server and I haven't found relevant information, all what I found was the timestamps when this agent was put in the Not Ready state.
In the UCM pim logfile I found the below:
9:38:59 pg1A-pim1 Trace: [ 4608]CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
CallID          = 39182119 DeviceID = 3942 DeviceType = Static
ReleasingDevice = 3942
LocalState      = NONE
Cause           = EC_NONE
Does the above mean that the connection from ICM to the agent phone has been lost and this caused the agent state to become Not Ready?
Your help is highly appreciated.
Thank you in advance.
Lara

Hi,
can you also attach the above mentioned logfiles? We might be able to find something interesting in them. Thanks. G.

Agent31 - agent not ready details - report

Dear All,
We are in the position to provide explanation to the customer about the agent31 - agent not ready details report
I herewith attached the screen shot of report, where i can see not ready duplicated two times as below
reason code as 0 and 20003, and just gone through the explanation for 20003 found as below
20003 - applicable if you are using the Cisco Agent Desktop
If the agent is not in Not Ready state, a request is made toplace the agent in Not Ready state and then a logout requestis made to log the agent out.
But customer doesn't use CAD they use web based customized cti tool.
Please update with clarification or your idea.
with Regards,
Manivannan

Hi,
actually, the report shows what the ICM historical database tables contain - they contain what was written into those tables - ICM writes there whatever it was instructed to.
So if your web based custom agent tool writes 20003 (or anything), then it will appear in the report.
G.

UCCE 7.5 Set agents back to ready after Rona?

Hi All
Is there any way in UCCE that you can set agents back to ready if they are put to not ready after RONA? I know there is a global option for this in UCCX but not sure about UCCE? They are using CAD 7.5 and UCCE 7.5.
If not any other work around that you may know of?
Thanks,
Matt

The only way I know that you can do it, is to se tthe Agent Desk Setting RONA, 1 seconds HIGHER then the CVP RONA timer.
Therefore is CVP is 15 seconds, set the Agents Desk Settings to 16.
This will prevent the Agent Desk settings from moving the agent to Not Ready.
CVP allows the use of custom RONA timers with SIP, so if its just for a few agents you may need to add specific routes for their extensions with the appropriate CVP RONA timers.
Cheers,
Chad

CAD "Select reason for not ready" not appearing for some agents? Please help!

Hi all,
I have some users who when they click on 'Not Ready' in CAD (Cisco Agent Desktop) - they are not presented with the 'Select Reason for Not Ready' dialog box - it just goes straight to Not Ready.
I have searched high and low but have not found any suitable results (maybe I'm doing it all wrong?).
Anyway - we use CUCM
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-parent:"";
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin-top:0cm;
mso-para-margin-right:0cm;
mso-para-margin-bottom:10.0pt;
mso-para-margin-left:0cm;
line-height:115%;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;
mso-fareast-language:EN-US;}
8.0.2.40000-1 and UCCX
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-parent:"";
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin-top:0cm;
mso-para-margin-right:0cm;
mso-para-margin-bottom:10.0pt;
mso-para-margin-left:0cm;
line-height:115%;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;
mso-fareast-language:EN-US;}
8.0.2.10000-41.
Version 8.0(2) of CAD.
Works for some agents and not others. All the same Windows operating system.
Is there an individual setting which needs to be set on each user in CUCM or UCCX in order for this to be triggered?
I would've thought it was universal?
Cheers,
Brett

Ahhhh, spot on.
Can't believe I missed it...
Cisco Desktop Administrator (go) > Personnel > Agents > Set appropriate 'Work Flow Group'
Agent logs out of and closes CAD, opens and logs back into CAD, tested, solved.
Many thanks again

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.

Agent desktop goes to not ready randomly

Hello,
We have ctios agent desktop version 8 and we have ucce version 8. We have user that randomly was put to not ready state without clicking on anything and when she tries to put herself back all buttons are grayed out even she closed application and still the user could not log out. Until we rebooted cisco phone or called someone from her phone it worked fine. Keep in mind it shows the right state of the agent on cisco supervisor it just shows wrong on the user agent desktop.
Any suggestions please.
Thanks,

I got some time to go through the logs.
i see agent state has changed to not ready with reason code 32767.
08/08/14 12:34:09.798 3864 CTIOSSoftphone Thd(3396) CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = c1b0010
08/08/14 12:34:09.798 3864 CTIOSSoftphone Thd(3396) CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eNotReady SG#:40106 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:32767 SGState:2 SessID:0 MRDID:1 ICMAGID:5124 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:2192 AGID:278 AGInstr:2192 CTIClntSig:CTIOSServer Msk:0xc1b0010 UniqObjID:agent.5000.278 MsgID:eAgentStateEvent DvrKey:agent.5000.278 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0 MskExt:1)
the reason code gets set when "redirect on no answer" occures, i know it as RONA.
Q 1> how your solution is configured to handle RONA? i understood that you are using CVP, correct?
RONA in CVP is configured differently than in normal environment, you have to use Router Requry there. there are some good post on this topic, you may want to read those.
Q2> I see in the logs that, agent is trying to do singlestep transfer on two DN's
"2193" and "2194", so what are this DN's?
Q3> how many lines a Agents phone is configured with?
regards
Chintan

Firstly Agent running and ready but 1 minutes later is not running

firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl status agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Agent is Not Running
firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl stop agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Agent is Not Running
firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl start agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Starting agent ................................. started but not ready.
firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl status agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Agent Version : 10.2.0.4.0
OMS Version : 10.2.0.4.0
Protocol Version : 10.2.0.4.0
Agent Home : /oracle/product/10.2.0.4/agent10g/firat
Agent binaries : /oracle/product/10.2.0.4/agent10g
Agent Process ID : 23977
Parent Process ID : 23646
Agent URL : https://firat:3872/emd/main
Repository URL : https://muhtar.turktelekom.com.tr:1159/em/upload
Started at : 2008-09-11 11:29:58
Started by user : oracle
Last Reload : 2008-09-11 11:32:48
Last successful upload : (none)
Last attempted upload : (none)
Total Megabytes of XML files uploaded so far : 0.00
Number of XML files pending upload : 11
Size of XML files pending upload(MB) : 8.37
Available disk space on upload filesystem : 21.78%
Last successful heartbeat to OMS : 2008-09-11 11:32:09
Agent is Running and Ready
ooooooooooooooooooooooooooooooooooooo
1 minute later
ooooooooooooooooooooooooooooooooooooo
firat:/oracle/product/10.2.0.4/agent10g/bin > ./emctl status agent
Oracle Enterprise Manager 10g Release 4 Grid Control 10.2.0.4.0.
Copyright (c) 1996, 2007 Oracle Corporation. All rights reserved.
Agent is Not Running
t:/oracle/product/10.2.0.4/agent10g/firat/sysman/log > vi emagent.log
2008-09-11 10:43:08,118 Thread-1 [Siebel Server] InstanceProperty (filesystem:logdir) is marked
OPTIONAL but is being used (00506)
2008-09-11 10:43:08,222 Thread-1 [Load Balancer Switch] InstanceProperty (snmpTimeout) is marked OPTIONAL but is being used (00506)
2008-09-11 10:43:08,295 Thread-1 [E-Mail SMTP Inbound Server] InstanceProperty smtp_host) is marked OPTIONAL but is being used (00506)
2008-09-11 10:43:08,561 Thread-1 Undefined column name interval in expression active.requests
0) ? active.requests/(interval*60) : 0 (00104)2008-09-11 10:43:08,638 Thread-1 [BEA WebLogic Managed Server] InstanceProperty (version) is marked OPTIONAL but is being used (00506)
Thread-1 EMAgent abnormal terminating
please can u help me
thank you.

"emagent.trc" 1075 lines, 136000 characters
2008-09-12 14:51:52,104 Thread-1 WARN main: clear collection state due to OMS_version difference
2008-09-12 14:51:52,152 Thread-1 WARN command: Job Subsystem Timeout set at 600 seconds
2008-09-12 14:51:52,180 Thread-1 WARN upload: Upload manager has no Failure script: disabled
2008-09-12 14:51:53,111 Thread-1 WARN metadata: Metric VirtualHosts does not have any data columns
2008-09-12 14:51:53,259 Thread-1 WARN metadata: TABLE metric umsg_imap_user_count can't define table_name: mail_imap_usercount
2008-09-12 14:51:53,259 Thread-1 WARN metadata: Metric umsg_imap_user_count does not have any data columns
2008-09-12 14:51:53,260 Thread-1 WARN metadata: TABLE metric umsg_imap_db_session_count can't define table_name: umsg_imap_dbconnec
tions
2008-09-12 14:51:53,260 Thread-1 WARN metadata: Metric umsg_imap_db_session_count does not have any data columns
2008-09-12 14:51:53,260 Thread-1 WARN metadata: TABLE metric umsg_imap_socket_count can't define table_name: umsg_imap_socketcount
2008-09-12 14:51:53,261 Thread-1 WARN metadata: Metric umsg_imap_socket_count does not have any data columns
2008-09-12 14:51:53,261 Thread-1 WARN metadata: TABLE metric umsg_imap_connections can't define table_name: mail_imap_connections
2008-09-12 14:51:53,262 Thread-1 WARN metadata: TABLE metric umsg_imap_connections_lost can't define table_name: umsg_imap_connecti
ons_lost
2008-09-12 14:51:53,262 Thread-1 WARN metadata: Metric umsg_imap_connections_lost does not have any data columns
2008-09-12 14:51:53,262 Thread-1 WARN metadata: TABLE metric umsg_imap_connections_timeout can't define table_name: umsg_imap_conne
ctions_timeout
2008-09-12 14:51:53,263 Thread-1 WARN metadata: Metric umsg_imap_connections_timeout does not have any data columns
2008-09-12 14:51:53,263 Thread-1 WARN metadata: TABLE metric umsg_imap_connections_total can't define table_name: umsg_imap_connect
ions_count
2008-09-12 14:51:53,263 Thread-1 WARN metadata: Metric umsg_imap_connections_total does not have any data columns
2008-09-12 14:51:53,263 Thread-1 WARN metadata: TABLE metric umsg_imap_debug_user_list can't define table_name: mail_pop_users_list
2008-09-12 14:51:53,264 Thread-1 WARN metadata: TABLE metric umsg_imap_ds_metrics can't define table_name: mail_imap_functions
2008-09-12 14:51:53,266 Thread-1 WARN metadata: TABLE metric umsg_imap_network can't define table_name: mail_imap_network
2008-09-12 14:51:53,267 Thread-1 WARN metadata: TABLE metric umsg_imap_network_receive_bytes can't define table_name: umsg_imap_net
work_receive
2008-09-12 14:51:53,267 Thread-1 WARN metadata: Metric umsg_imap_network_receive_bytes does not have any data columns
2008-09-12 14:51:53,267 Thread-1 WARN metadata: TABLE metric umsg_imap_network_transmit_bytes can't define table_name: umsg_imap_ne
twork_transmit
2008-09-12 14:51:53,268 Thread-1 WARN metadata: Metric umsg_imap_network_transmit_bytes does not have any data columns
2008-09-12 14:51:53,269 Thread-1 WARN metadata: TABLE metric umsg_imap_command_counts can't define table_name: mail_imap_commandcou
nt
2008-09-12 14:51:53,269 Thread-1 WARN metadata: TABLE metric umsg_imap_protocol_metrics can't define table_name: umsg_imap_frequenc
ytimes
2008-09-12 14:51:53,270 Thread-1 WARN metadata: TABLE metric umsg_sps_metrics can't define table_name: mail_imap_sps
2008-09-12 14:51:53,270 Thread-1 WARN metadata: TABLE metric umsg_uptime can't define table_name: mail_imap_uptime
2008-09-12 14:51:53,539 Thread-1 WARN metadata: Name FileSystems has already been used
2008-09-12 14:51:53,539 Thread-1 WARN metadata: Name FileSystems has already been used
2008-09-12 14:51:53,896 Thread-1 WARN metadata: Metric RoutingIds does not have any data columns
2008-09-12 14:51:54,553 Thread-1 WARN metadata: Metric waiting_sessions does not have any data columns
2008-09-12 14:51:54,555 Thread-1 WARN metadata: Metric session_wait_chains does not have any data columns
2008-09-12 14:51:55,330 Thread-1 WARN engine: File=file:/oracle/product/10.2.0.4/agent10g/sysman/admin/metadata/oracle_integrationb
pm.xml,line=8: <AssocTargetInstance> is not valid element, will be ignored
2008-09-12 14:51:55,648 Thread-1 WARN engine: File=file:/oracle/product/10.2.0.4/agent10g/sysman/admin/metadata/oracle_ovf_ivr.xml,
line=398: <InstanceProperty> is not valid element, will be ignored
2008-09-12 14:51:56,539 Thread-1 WARN metadata: Metric osm_diskGroupPolicies does not have any data columns
2008-09-12 14:51:56,643 Thread-1 WARN metadata: TABLE metric uptime can't define table_name: mail_pop_uptime
2008-09-12 14:51:56,644 Thread-1 WARN metadata: TABLE metric debug_usercount can't define table_name: mail_pop_users_list
2008-09-12 14:51:56,644 Thread-1 WARN metadata: TABLE metric connections can't define table_name: mail_pop_connections
2008-09-12 14:51:56,645 Thread-1 WARN metadata: TABLE metric commandcount can't define table_name: mail_pop_commandcount
2008-09-12 14:51:56,646 Thread-1 WARN metadata: TABLE metric spsstats can't define table_name: mail_pop_sps
2008-09-12 14:51:56,647 Thread-1 WARN metadata: TABLE metric usercount can't define table_name: mail_pop_usercount
2008-09-12 14:51:56,647 Thread-1 WARN metadata: Metric usercount does not have any data columns
2008-09-12 14:51:56,647 Thread-1 WARN metadata: TABLE metric socketcount can't define table_name: umsg_pop_socketcount

Problem using workflow - Agent not ready

Dear all, i'm not a workflow expert. I've created a workflow that works correctly when i test it using transaction SWDD, but I have an error of "no agent ready" when i process it using fm SWE_EVENT_CREATE.
the task is defined in this way:
Agent         Expression: &_WF_INITIATOR&
but I also try this:
Agent         User :   ACNDEV (my user)
....and also I try to leave the agent blank.
I call the workflow rasing the event "CREATED" in that way:
VA_CREATOR-OTYPE = 'US'.
VA_CREATOR-OBJID = SY-UNAME.
CALL FUNCTION 'SWE_EVENT_CREATE'
EXPORTING
    objtype                       = 'ZTESTFLOW'
    objkey                        = 'ZTESTFLOW'
    event                         = 'CREATED'
   CREATOR                       = VA_CREATOR
TABLES
   EVENT_CONTAINER               = wi_container
The workflow start but at first task it is stopped with the message "No agent ready".
I already have try in different way, but i don't find any solution.
Anybody can help me ?
Davide

Hi
The possibilities are
1. Instead of making use of the SWE_EVENT_CREATE try to make use of the SAP_WAPI_CREATE_EVENT function module.
2. Try to refresh the organizational assignment from SBWP transaction on menu SBWP-> SETTINGS--> WORKFLOW SETTINGS -
> Refresh organizational environment.
I am sure that when ever you are trying to create or raise a event then it is not mandatory that you have to make the workflow template as general task.. but yes you have to maintain the agent assignment if you want to start the workflow directly like by using SAP_WAPI_START_WORKFLOW.
Also if you are facing this issue with some standard task but not with the workflow template then it is a problem with the agent assignment. in that case make sure that the proper agent assignment settings are maintained for the respective standard task. as mentioned in the above posts.
Regards
Pavan

All agents become not ready Suddenly

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