CAD in reserved state

Hi,
I have a CCX 7.0. On some PC CAD goes in resserved state for random duration (1 -2 min) after attending the call. In this duration agent is unable to receive new calls or chnage the state.
Please let me know steps to resolve the issue.
Regards,
Andy

Hello,
Here it is , not only SR4 but you also need ES2
CSCtc32123
UCCX 7.x Select Resource Step reaches 1000 step max and fails
Workaround:
Apply UCCX 7.0(1)SR4 and ES2

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CCX CAD hang on reserved state

Hi,
We have CCM and CCX.When CAD in reserve state it hangs and we need to restart the CAD and login in again.Secondly on status bar i see partial status.
Please help me on this
Regards,
Asim

Call manager version: 7.1.3.32900-4
IPCC Version: 7.0(1)SR05_Build504
CAD Version: 6.6(1) Build 6.6.1.400
Call recording service is down in CAD
This problem starts automatically.
I have check the configuration and also restarted services in CAD but the problem still persists

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.

Agent get stucked in Reserved State

HI CUCCE gurus,
Need assistance on this issue. In our remote office, our Sales Team has a linegroup setup, the Sales extensions are part of the linegroup and at the same time its their ACD line when they logged in to Cisco Agent Desktop.
The issue is, when they got a call from the linegroup their CAD state change to "Reserved" and it stuck from that state and nothing they can do to change the state but to logoff, close the apps and log back in.
I enabled debug on once of the Sales CAD (see attached output).
Any troubleshooting tips that you can advise or detailed steps to check from our system.
Our CAD is 7.X
Our CUCCE is 7.X
Our CUCM 7.X
Thank you.

Hi Jhun,
Agent stuck in reserved state it means, the ICM has reserved the agent, but the call is not getting delivered to the agent extension.
If you are using SIP trunk, you would probably need to check the CSS and Partitions over the trunk. Also, any recent changes made on the CSS of the SIP trunk you would need to reset the SIP trunk.
The CSS on the SIP trunk should contain the partition of the phone.
Also, you would need to check on the Agent targetting rule in the config manager of the ICM. The agent extensions should be added to the Agent targetting rule
Hope this helps!!!
Cheers,
Dass
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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.

Agent reserved state

Hello. Is available CUCM 4.3(2)sr1b and UCCX Enhanced 6.0(1)sr01. Periodically (1-3 times a day) agents pass to reserved state and can be in reserved state different time. Forum messages on a theme are seen, but the problem remains.
I give an example. CallID - 26248, agent - 1004. The agent remained in reserved state 0:02:06 AM.
19438482: Sep 04 16:20:14.729 MSD %MIVR-SS_TEL-7-UNK:CallID:26248 MediaId:125034/1 Task:21000060839 waiting for consultative transfer or conference to finish before transferring to extn: 1004, transferStart=true, conferenceStart=false, termConnState=4, disconnected=false
19438704: Sep 04 16:21:15.603 MSD %MIVR-SS_RM-7-UNK:checkContacts(), agent's Reserved duration:60874 Threshold:20000
19438928: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-7-UNK:checkContacts(), agent's Reserved duration:125873 Threshold:20000
19438929: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-3-CLEANUP_STUCK_CONTACT:Removed stuck contact: The name of the method that invoked another method=125034/1
19438930: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-7-UNK:Processing msg: SessionCancelledMsg (Rsrc:125034/1 Cause:SESSION_CANCELLED_CAUSE_CONTACT_DROPPED)
19438990: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-7-UNK:Rsrc: Operator4 New State:AVAILABLE Old State:RESERVED Reason code:0

Now we are getting this error on multiple agents randomly.
we found this error on cmpg
15:25:06:620 pg4A-pim1 Trace: FreePreRoutedCall: Head Inst: N26008 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(149897/92397)
15:25:08:088 pg4A-pim1 Trace: TelephonyDriver::CSTASupervisorAssist: No dialed number for ID -1
15:25:08:088 pg4A-pim1 Trace: DeskLinkPeripheral::SetAlert - (TelephonyDriver::CSTASupervisorAssist) Setting ERROR Alert #9 - 15:25:8 DialedNumber

UCCX 7.0 - Agents in reserved state and calls stuck in CSQ

Hello all,
I have got a following issue with our UCCX 7.0 installation - there is a team of agents and some of them intermittently stuck in reserved state for no reason.
I went to real-time reporting and found lot of calls stuck in CSQ, which I believe is related.
Other teams (which uses different IVR scripts) are not having these kind of problem - that led me to conclusion that something may actually be wrong with the scirpt itself. I am going to add "dequeue" step before "Goto VOICEMAIL" under transfer menu for all three options, but not quite sure if that is cause and solution for the problem. Could you guys take a quick look on attached script, I might be missing some part of picture here.
Thank you in advance,
Peter

Hi
Some things to check first:
1) Agents are not members of pickup groups - this is a common cause of such problems
2) Do the agents all receive calls sometimes? Are they all in the same partition? Verify that the UCCX CTI ports can call all of the agents...
3) Check the release notes : http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf
There is an 'unsupported actions' section that lists things agents should not do on Page 15 onwards. Pickup is the most problematic of these, but others are very common causes of stuck-in-reserved and stuck calls.... far more common than scripting errors. If in doubt, disable the options (by removing pickup groups from their lines, and assigning a softkey set that doesn't include the listed keys) and see how it goes...
I've had a quick look over your script and see no major cause for concern.
Regards
Aaron
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UCXX agent are reserved state

IN UCXX 7.0 , every day two to three times ucxx agent are getting reserved starte, then we are restaring the CXX services.
As per cisco document, I enable the interruptible option under the palyprompt, but no any success.

Hi
To figure out precisely the cause of the issue we will require in MIVR/CAD trace analysis. I will suggest you to open a TAC case in this regard.
Thank you
Anuj

Agent reserved state set to Not Ready

HI
I get this error very randomly on CAD with one agent .
"your agent state has been set to not ready by the pim because some calls were routed to you and haven't been received.Please ask your administrator for help."
no issue with agent desk settings,device target or with PG user.
>login on different phones still same issue.
please suggest.

Now we are getting this error on multiple agents randomly.
we found this error on cmpg
15:25:06:620 pg4A-pim1 Trace: FreePreRoutedCall: Head Inst: N26008 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(149897/92397)
15:25:08:088 pg4A-pim1 Trace: TelephonyDriver::CSTASupervisorAssist: No dialed number for ID -1
15:25:08:088 pg4A-pim1 Trace: DeskLinkPeripheral::SetAlert - (TelephonyDriver::CSTASupervisorAssist) Setting ERROR Alert #9 - 15:25:8 DialedNumber

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

Setting agent's default state to Ready in CAD

Hi,
We are using UCCX 7.0 with CAD 6.0. Is it possible to set the default state of the agent to Ready when they login to their CAD.Right now, they go to the default Not Ready state one they login.
Thanks,
DM

Hi
By design CAD agent initial state after login is always not ready and there is no specific setting in uccx were you can change this behanviour.
However you can check this post were they suggest to create a MACRO
https://supportforums.cisco.com/message/3264497#3264497
Regards
Anuj

Cisco Agent Desktop stuck in Reserved

Hi guys...
we have a UCCE 7.5.7 with CAD 7.5.8... what we have found is that when there is a large volume of inbound calls the CAD gets stuck in Reserved state for 30 seconds before it gets a call...
Investigating this i came accross a reference that this happens when an Agent is reserved for an inbound call but the customer hangs-up at that very moment the agent was reserved...
now... 30 seconds is quite a long time for an agent to be Reserved without doing any work... is it possible to change this behaviour and maybe cut the timer down to 5 seconds which would be acceptable...
thnx

I would use your lab system and try the registry setting RouteRequestTimeout (default is 30000 so probably msecs).
\ICM\\PGn[A,B]\PG\CurrentVersion\PIMS\pimN\EAGENT\Data\Config
I don't know if this is correct, of course. But it looks tantalizing
Regards,
Geoff

Cisco CAD Issue , UCCX System version: 8.5.1.11003-32

The main issue around the guys taking calls, After finishing the call and the CAD display staying in the 'Not Ready' state. Once clicked on 'Ready' (to take a call) which goes straight back to 'Not Ready' state, So they are unable to take calls. This is happening intermittenly with all Agents of one particular call center site. I took a look into the CAD ebug logs and I can see Agents state changing from Reserved state to Not ready state without Intervention of Agent.I can also see the number of timeouts session which is leading to RTPstoped event. The UCCX system is upgraded from V7.0 to 8.5.1.11003-32.
Also I have a strong feeling this could be a network related issue which results to timeouts and disconnection of session between UCCX and CAD.
I have attached the debug logs, Guys do you any idea onthis issue ??
Thanks !!
Shridhar Reddy (Shri)

HI Shridhar,
Why are these Agents going to Reserved state? Is it because they are getting the inbound or Direct Preview Outbound calls?
After this Reserved state, Agent's phone should start rining and they should pickup the calls, if they don't do it in stipulated time, UCCX will force them to go to the Not_Ready state (depending on the parameter set for RONA under UCCX Admin->System parameter page).
Could you please check the Reason code for the Not_ready state in CAD for these events?
I will meantime check the logs to see any specific reason for this issue.
Hope this helps.
Anand
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Strange Cisco CAD issue

HI All,
I am currently running UCCX System version: 8.5.1.11003-32. We purchased a tool to replace the old cisco attendant so agents can transfer calls. When a customer agent transfer a call to a sales agent using this tool they get kicked out the cisco queue. If we transfer with out the tool there's no issue. If we transfer with the tool, but close CAD there's not issue. The vendor of the tool is stating this is a cisco issue. How can I determine who's issue is it.
Thank you

HI Shridhar,
Why are these Agents going to Reserved state? Is it because they are getting the inbound or Direct Preview Outbound calls?
After this Reserved state, Agent's phone should start rining and they should pickup the calls, if they don't do it in stipulated time, UCCX will force them to go to the Not_Ready state (depending on the parameter set for RONA under UCCX Admin->System parameter page).
Could you please check the Reason code for the Not_ready state in CAD for these events?
I will meantime check the logs to see any specific reason for this issue.
Hope this helps.
Anand
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CAD SQL Instance Name match

Looking for clarification on CAD installation with SQL Data Store. The CAD Installation Guide states "It is required that your system include a separate SQL Server instance that hosts the CAD base services (on both servers in a replicated system). This is under the Configuring Microsoft SQL Server 2005 for CAD section.
Do the SQL instance name for the side A and B servers need to match ? I believe the answer is yes but want to make sure.

Yes, use the same name. A few steps down there is the statement:
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CAD in reserved state

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