CTIOS AGENT DESKTOP ERROR

Hi,
We are receiving the error "calls has failed because resources not availble.Please wait a moment and
try again" in the agent desktop as CTI warnings.
How to solve this issue.
Regards
krishna.

Would you please be kind to share the solution, if it was found?
Got same trouble. The initial call is received, then when you try to transfer it to ICM script (sometimes it works), the source IP communicator hangs up and the destination agent receives this CAD message.
So, callflow is:
1. Customer from PSTN to ICM Script -> Agent 1
2. Agent 1 -> ICM Script -> Agent 2 (here we got a 80% chance to receive this message on Agent 2 screen, and a "zombie" softphone process on Agent 1)
3. Customer -> Agent 2 (if succeeded).
Happens only with two ICM scripts.

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Passing "Caller Entered Digits" to CTIOS Agent Desktop through IVR.

Hi,
Please suggest me on the below issue-
I need to Customize CTIOS Agent Desktop for the Screen POP-UP, where is Customer ID and Customer Address etc should be populated in CTIOS Agent Desktop. I have created the tabs for these (i.e. Customer ID and Customer Address), Now I need to send values(Customer ID) from IVR to CTIOS Agent Desktop, so that it can populate on Agent Desktop.
Please let me know to achive this.
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Manish Gupta.

Use the Call.PeripheralVariableX (X could equal 1-10). The call leaves the IVR and you pass the CED to ICM, ICM looks at this CED and puts it in a peripheral variable (PV for short). These 10 PVs are past on to the desktop once a call is received, they are part of the call context and travel with the call.
david

CTIOS agent desktop issue

Im trying to install an IPCC Lab. when i try to connect my ctios client (Windows 7) to ctios OS server.....it shows offline and disconnected state..
these messages are seen on the ctisvr process
Trace: CTIApplication::ProcessOpenRequest from sessionID 1 (CTIOSServer) - ACCEPTED (0 ms)
Trace: ProcessConfigRequestKeyEventMSG - sessionID 1
Trace: ProcessConfigRequestEventMSG - sessionID 1
Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0
PG System Event: Peripheral Online (PeripheralID 5001), PG Status: NORMAL
Trace: CTIApplication::ProcessTimeNotificationEvent - Time=05:05:00 UTC NewHalfHour=FALSE
Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1
Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0
Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1
Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0
Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
the underlined messages appear when i run my CTIOS Agent desktop
Can anyone help?
Hassan

What do the CTIOS Agent desktop logs show? Usually you'd need to fill in both CTIOS Server Side A and B host-names/ip-address and ports while installing the agent desktop (same hostnames/ports if it is Simplex) .
If it shows offline it usually means the desktop is unable to reach the server. You can also check to see if there is anything on the PC blocking the packets to the CTIOS server usually antivirus, firewall etc.

Pass variables between skillgroups on CTIOS Agent Desktop

We need pass variables in the next order:
1. The agent receives the call and insert variables in the CTIOS Agent Desktop.
2. The agent transfers the call to another skillgroup DN
3. The call is assigned to another agent.
4. That agent should see the variables.
My question is "Is this possible in UCCE 9.x and how configurate that?"
Thank you.

Dear All,
In order to keep the variables passed within the same call leg, you need to use something called Warm Transfer, you need to create the DNP in CCM as CTI Route point, in this case and only thing case the variables can be passed.
I was able to do it with CVP, even i was able to save the language accross the whole script that the agent can transfer the call to IVR back and the IVR can read the Language from the original entry (before transfering to agent) and the IVR will be played according to that.
You just need to create the dail number in the UCCE to be in the CUCM PG Routing client (not cvp or IPIVR).
and you need to create a label for the CUCM in the UCCE.
Amer

Agent Desktop Error when CCM1 server fails..

hi,
I have configured IPCCX in HA environment.. so there are two CCM servers (CCM1 and CCM2) and two IPCCX servers (IPCCX1 and IPCCX2)..i have configured extension mobility service in redundant mode...I also associated the phone with RM JTAPI provider.. every thing works fine when both ccm servers are up, means agent are able to login to both phone and the agent desktop.. but when i remove the network cable of CCM1. the phone successfully login (after some delay).. but agent desktop gives the following error..
"Login failed due to configuration error.. please ask your system administrator to associate your phone with the rmjtapi provider user id according to the instruction in the administrator guide"
Even though i have associated the RM CM Jtapi provider with the phone... this situation only occurs when i down the ccm1 server.. if both servers are up every thing works fine.... any idea about it...
Regards
Naresh Rathore

hi,
i added the ip addresses of the cucm server with the hostnames in ipccx servers on the following location and it resolved the issue.
c:\winnt\system32\drivers\etc
i entered the ip of ccm and ipccx with host names in the "host" and "lmhost" files...
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Agent Desktop Error

Hi,
I am running Cisco UCCX 5.0(2) with UCCM 6.1. When I try to launch the cisco agent desktop I get "The license and resource manager may be down.
Please talk to your administrator". CRS is running on high availabiltiy and both are reachable to UCCM through JTAP synch.
I tried to restart all services manually also restarted both CCX and CUCM servers. Still it shows same.
Please advice
Regards
Firose

Hi,
All the configuration was correct as per your updates. But it is working after restarting whole servers (CCX & CUCM).
I coudn't find the route cause of the problem
Thanks
Firose

Agent Desktop Error When receive Incoming Call

Hi, I have CAD Ver 8.5.1.39 | CUCM Ver 8.5.1.10000-26 | UCCX Ver 8.5.1.10000-37 running on my network now.
there some problem occurs when I put an Agent into the Line Group with Top Down Distribution call(actualy all the Distribution call type face the same problem).
1. When the Agent Receive Incoming Call from outside(PSTN) sometimes the CAD don't Show Up and show no response but the CIPC work normaly. showed in Not Responded.jpg
2. When the Agent Receive Call and it is show up. I can't answer the call. When I press ctrl-A or i push the answer icon i got the error message show in error.jpg , sometimes when i want to make a call the same problem happens
3. When the Agent Pop Up and the caller end the Call before I can answer. The call got stuck in Agent and Agent cannot make a call. Agent must logout and login again to fix this problem, show on the stuck.jpg
4. When the problem 3 occurs and if the Agent don't fix this problem, the stack got more caller. show in stuck2.jpg
I dont know why this happen, all the call come from outside(PSTN). when I test call from internal the problem doesn't occur.
Please help me. Any help will be helpful
Thank you for your help and participation
Regards,
Yopie.

Hi,
I have an auto attendant, for example like this:
Welcome to the XYZ Company,
Press 1 for purchasing (10 Agent)
Press 2 for Consult (5 Agent)
Or press 0 for operator help (3 Agent)
When the consumer press 1, I want the call distribute to 10 Agent in the Purchasing team.
To make scenario like this I use the hunt pilot and to use hunt pilot i must have line group first.
So I need to put the 10 Agent into the Line Group.
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An agent can't dial +E.164 string from CTIOS Toolkit Agent Desktop

There is a problem with dialing a +E.164 number from agent desktops (example: +380975431111). When they make a call, CTIOS Agent Desktop shows an error:
Client
MessageType:eMakeCallRequest
ErrorMessage:Error [10117] The specified DTMF string is invalid
CTIOS Server
eControlFailureConf(14):The request specified a destination that is not valid.
PG & CG
Error=INVALID_DESTINATION
But when I place a call from IP Phone or IP Communicator it works using route "/+". All other destinations (00, 0, etc) can be reached through CUCM.
Are there some misconfigurations or its a limitation for Agent Desktop???
Thanks in advance for yours replies!!!
P.S.
Using CUCM 8.0.2, ICM 8.5.1, CTIOS 8.5.1

Artem,
This is expected behavior becuase E.164 is not supported with the latest versions for 8.x. However, it is being worked on for future support.
- Cisco CTI Server, CTIOS (8.x)
- Cisco CTIOS Toolkit Agent Client und CTIOS Toolkit Supervisor Client (8.x)
- CAD Agent Desktop and CAD Supervisor Desktop (8.x)
- Cisco Outbound Option (8.x)
Hope it helps ?
GP.
Pls rate helpful posts !!

Ctios - agent log in error

Any solution for this issue.
Agent not able to log in agent desktop,
error returns
[agent.5001.6251]::Login()
08/01/13 08:16:36.082 6768 CTIOSSoftphone Thd(00000900) [agent.5001.6251]::SetAgentState()
08/01/13 08:16:36.082 6768 CTIOSSoftphone Thd(00000900) CCtiOsSession::MakeRequest(eSetAgentStateRequest)
08/01/13 08:16:36.348 6768 CTIOSSoftphone Thd(00004084) [agent.5001.6251]::OnQueryAgentStateConf()
08/01/13 08:17:36.692 6768 CTIOSSoftphone Thd(00004084) [agent.5001.6251] eControlFailureConf : (PeripheralID:5001 FailureCode:78
PeripheralErrorCode:0 AgentID:6251 UniqueObjectID:agent.5001.6251
MessageID:eControlFailureConf MessageType:eSetAgentStateRequest
ErrorMessage:The request failed because a timeout limit was exceeded.
But able to log in other device with the same agent login credentials.
Tried,
Restarted the computer
Restart \ Reset the IP Phone
Disassociate \ associate the device in pg user in call manager
Reconfigured the device profile \ Line configuration
Reconfigured the Agent profile \ device target in ICM
Restarted the cti manager services in call manager.
The issue still exists, any thaughts or resolution steps or advices will be acceptable...

Thanks you all for the response & sorry for the belated response.
As mentioned, deleted the phone profile / recreated / then added in pguser, but it didn't resolved.
Work arround done- Restarted the ctimanager service (off hours), after that disassociate / associate the phone under pg user in call manager, this resolved the issue.
But restart of ctimanager service for 1 user is not proper solution.....
Thanks,
Thanveer

CTIOS 7.5 Agent Desktop

If the agent desktop is minimized when a call is offered to an agent the ctios agent desktop pops up.
Is there a way to turn that feature off so it always stays minimized unless manually brought up?

Thanks that was helpful but will not solve my issue. Your recommendation changes it for every agent. I only want to affect individual agents.
Thanks for you suggestion though!
Del

Windows 7 64 bit Cisco agent desktop issue

Hello,
We are upgrading to Windows 7 64 bit, we have UCCE 8.0 as our call center. We done some testing and notice CTIOS agent desktop 8.0 doesnt work and then we tried CTIOS agent 8.5(4) which works to a certaion point the application opens but just says connecting to CTIOS server and says offline. Keep in mind we have Windows 7 32 bit and CTIOS agent desktop 8.0 works with that.
Please help
Thanks.

Senthil, Horacio,
I would not recommend using a 8.5(x) client against a 8.0(x) server (the OP suggests UCCE 8.0 is used). Even though they _should_ be compatible, they usually are not.
Upgrading the server side to 8.5 is the way to go IMHO.
G.

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.

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

Can CTI OS agent desktop 9 be configured for different desktop modes?

Can CTIOS agent desktop be configured for different modes e.g. Normal, open, on top, stealth or agent selectable?

Yes, but you'll have to customize it and recompile it. The source code is in the installer.
david

Cisco agent desktop has encountered a problem and needs to close error

A Remote Hotline user is experiencing crashes with her desktop agent. After logging into the program it generated the error message "The Cisco Agent Desktop has encountered a problem and needs to close"
I have removed the agent from add remove programs, re installed it and attempted to run it logged in as an admin and using both mine and the user's agent credentials and the program still crashes.
Agent desktop ver 5.0 Build 6.4.2.12 Windows XP
Any ideas?
Regardes, Chet

Thanks for the reply, this is what I did to resolve it:
Fix:
Uninstalled Desktop agent from add remove programs
Re installed program
Do a complete restart or the prog will continue to crash
Test program by logging in with user’s credentials

CTIOS AGENT DESKTOP ERROR

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