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
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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,
AndyHello,
Here it is , not only SR4 but you also need ES2
CSCtc32123
UCCX 7.x Select Resource Step reaches 1000 step max and fails
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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.
LaraActually 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
Please rate useful posts -
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. -
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:0Now 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 -
Hi Gurus,
I am trying to do full import for APPS R12.1.1 db 11202, but it hangs at defining state for more than 72 hrs, v$session_wait and v$session_longops show 100% done for worker. There is no error in alert log. Please help.You may have to trace it and see which step is taking longer ... search support site for details on tracing.
Also i am not very clear on what do you mean by defining? As impdp starts, it checks dumpfiles and internal objects directory contained therein to make sure everything is in place. If your dumpset is large it could take some time but 30 hours is a suspect. Like Srini mentioned, we need to know your impdp command and first 20 lines of log file contents.
This is better done before you get to tracing. -
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,
PeterHi
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
Please rate helpful posts... -
CAD stays in talking state after hanging up a call
Hi I have the following issue
Problem description:
After the Cisco Agent Desktop completes a call and disconnects, the Agent stays in the Talking state instead of the Ready state. The agent must manually log out and log in to go into the Ready state.
This incident most likely occurs on this occasion:
The Cisco Agent Desktop takes a call and the remote caller hangs up first. Then the Agent hangs up.
We use:
CUCM version 6.1.4.1000-10
CCX 7.0
CAD 6.6(1) Premium version
Workstation runs Windows Vista Pro
Part of the text in the problem description was copied from this link:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801cce5d.shtml
The problem description is an almost perfect match for what we experience, however the solution does not apply. Neither does the CUCM version.
Anyone have an idea?
thanksHi
I've seen this before. It turned out to be a bug with the CUCM version:
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?caller=pluginredirector&method=fetchBugDetails&bugId=CSCtb77537
Regards
Aaron
Please rate helpful posts... -
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 -
VMs on Failover Cluster hanging in "Locked" state
I'm managing a Windows Server 2012 R2 2-node cluster that is backed up using a separate DPM 2012 R2 server. All VMs are on Cluster Shared Storage.
I've noticed that some VMs keep hanging in a "Running (Locked)" state (in FOCM, in HVM it shows a "Backing up..." state). Things I noticed while the VMs are in this state are:
every subsequent DPM backup will fail (it looks like DPM is the cause of this "Locked" state)
the VM can't be moved to another node
if the VM is backed up "Online", I can see AVHD files -- the VHD files have the date of the last succesful DPM backup
if the VM is backed up "Offline", I can't find any snapshots (the VHD files have the date of the last succesful DPM backup, which is weird, since the data in the VM is actually changing)
The only way out of this situation is to shut down the VMs and reboot both cluster nodes. Of course, this isn't something that I like to do on a weekly basis.
My questions:
- What can I do to prevent this "Locked" problem? (the last 2 months I've experienced this problem with 5 different VMs)
- Is there another way to get out of the "Locked" situation? Preferably one that doesn't require a cluster reboot.
- Are there any logs I can check to get more information about this problem?
Thanks in advance!I don't have a couple of those hotfixes. Mainly because the hotfix page states that I only should install it if I experience the problems mentioned -- which isn't always the case.
I have a service interval coming up and will install the relevant patches. I'll report back when I have new information.
Thanks so far! -
Hi,
Database ver. 11g (11.1.0.7.0)
I have created simple job using DBMS_SCHEDULER.
begin
dbms_scheduler.create_job (
job_name => 'test_job',
job_type => 'plsql_block',
job_action => 'null;',
enabled => true);
end;
SELECT job_name, job_action, schedule_type, state
FROM all_scheduler_jobs
WHERE job_name = 'TEST_JOB';
JOB_NAME JOB_ACTION SCHEDULE_TYPE STATE
TEST_JOB null; IMMEDIATE RUNNING
SELECT job_name, session_id , running_instance, cpu_used
FROM dba_scheduler_running_jobs
WHERE job_name = 'TEST_JOB';
JOB_NAME SESSION_ID RUNNING_INSTANCE, CPU_USED
TEST_JOB null null null Job is remaining in hang state, could you please let me know possible reason?
Many thanks.Hi,
Actually your syntax is exactly right for running a single run-immediate job.
it looks like the slave running your job may have crashed or terminated unexpectedly. You should do a stop_job (force=>true) on your job and you should look through your job slave trace files j0trc for reasons why your job slave did not finish the job. You can also try grepping your job slave traces for the job name 'TEST_JOB' to find the right trace.
Hope this helps,
Ravi. -
Dispatcher and server0 on statring state ! hanging on this state.
after restarting a java instance the dispatcher and server0 processes hang on the starting state :
jcmon :
Idx
Name
PID
State
Error
Restart
0
dispatcher
1777732
Starting
0
yes
1
server0
1503258
Starting
0
yes
2
SDM
1654828
Running
0
yes
while the dev_jserver0 gives:
[Thr 4114] Fri Apr 6 05:51:10 2007
[Thr 4114] JHVM_RegisterNatives: registering methods in com.sap.bc.krn.perf.PerfTimes
[Thr 4114] Fri Apr 6 05:51:11 2007
[Thr 4114] JHVM_RegisterNatives: registering methods in com.sap.bc.proj.jstartup.JStartupFramework
[Thr 4114] JLaunchISetClusterId: set cluster id 13793150
[Thr 4114] JLaunchISetState: change state from [Initial (0)] to [Waiting for start (1)]
[Thr 4114] JLaunchISetState: change state from [Waiting for start (1)] to [Starting (2)]
~
What was done is a kernel update, don't know if it is the cause, i rolled back changes and put the old kernel version, but still same probleme.
any hint ?
OS = AIX 5.3
Netweaver 04S SR2 Unicode on Oracle.
Regards.
MouradHi Mourad,
Usually, in such cases a full thread dump of the dispatcher and server nodes is very helpful. For more info - SAP Note <a href="https://service.sap.com/sap/support/notes/710154">710154</a>.
Hope that helps!
-Vladimir -
Solaris 8 branded zone not booting after server reboot hangs at ready state
Hi,
For ipchange/hostname change we rebooted the physical server...once rebooting the Solaris brand 8 zone stucks at ready state.
I have run the truss with zoneadm in the log process sleep and wait
Will post the log soon..any help to troubleshoot the issue
Both global zone and Ng zone having same hostid..
dmesg::
Apr 30 13:08:50 xyz zoneadmd[992]: [ID 702911 daemon.error] [zone 'abc'] WARNING: console /devices//pseudo/zconsnex@1/zcons@0 found, but it could not be removed.: I/O error
bash-3.00# ps -ef|grep -i abc
root 1441 1429 0 13:10:56 ? 0:00 /bin/ksh -p /usr/lib/brand/solaris8/s8_boot abc /abc
root 1429 1 0 13:10:55 ? 0:00 zoneadmd -z abc
root 1427 1397 0 13:10:54 pts/3 0:00 zoneadm -z abc boot -f -s
root 1542 1441 0 13:10:56 ? 0:00 /bin/ksh -p /usr/lib/brand/solaris8/s8_boot abc /abc
zoneadm list -cv
2 abc ready /abc solaris8 shared
Thanks
Edited by: muvvas on Apr 30, 2012 2:25 PMmoved the solaris 8 branded zone to other server.their its working fine.sorry for late reply.
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