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

Similar Messages

  • 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.

  • 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.

  • 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 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

  • 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

  • UCCE v7.5 - Prevent Agent from going into Not-Ready on RONA

    Does any one know whther it is possible to prevent Agents using IP Phone Agent from going into Not-Ready once a call has been presented and the RONA timer has expired?
    My customer is fully aware of the implications of doing this. They are not using CAD or CTI-OS.
    Many thanks
    Freddie

    If you don't set the RNA timer in the agent desk settings, the agent will not be made not ready.
    Whoops: did not read carefully. You are using IP phone agent. Sorry, I don't know.
    Regards,
    Geoff

  • 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 cannot go to ready state after lunch or break without loggin out and back in.

    UCCX 8.5
    I have a small contact center group.  One of the agents I just recently setup is having an issue.  She is telling me that when she selects work offline and then goes to lunch or break or something and comes back, it will not let her log back into the ready state.  She actually has to log out of Agent and then back in.  A screenshot of the error is attached.  Any ideas?
    Thanks guys.

    Hi,
    Problem An agent using Windows XP was able to start Agent Desktop, but was
    not able to enter an active state.
    Solution Windows XP can be configured so that the Internet Connection Firewall
    (ICF) is active. ICF acts by keeping track of all traffic to and from the
    computer; it will only allow information through that has originated from
    that particular computer. If a message originates from outside the
    computer, it will be discarded.
    To solve this problem, either turn off ICF (requires someone with
    administrator rights to the computer) or override the defaults to include
    known “good” connections like the CAD servers.
    And also, is it by any chance happening during a failover or failback scenario in a High Availability (HA) setup?
    If its a HA setup, did you install this CAD after the HA setup is made i.e. the CAD has the entries for the ip address of the both the nodes.
    Hope it helps,
    Anand

  • 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

  • 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

  • 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 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 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

Maybe you are looking for