CTIOS Agent state

Hi,
Using Cisco CTIOS toolkit have Auto Answer with zone configured. Is it possible to move the agent State to Not ready after the wrapup is done? Then again agent make himself to ready status for next call?
Thanks,
Jayaprakash.

Hi Jayaprakash,
Not sure if it is possible to move the agent to "not ready" after every wrapup.
What is certainly feasible is to change the agent to NOT READY after every RONA (Ring On No Answer). This means that if the agent doesn't answer the call within a preconfigured number of seconds, his state will become NOT READY and the call will be requeued and transferred to the next available agent.
There are several useful posts on this forum, below is one of them:
https://supportforums.cisco.com/message/1047017
Hope this was helpful,
Justine.

Similar Messages

  • Query on CTIOS Agent states:

    Hi,
    In an IPCC Enterprise, when does the Agent become available?
    What is the difference between Agent Ready state and Agent Available.
    Thanks,
    Srinivas

    enum Value
    Description
    Numeric Value
    eLogin
    The agent has logged on to the ACD. It does not necessarily indicate that the agent is ready to accept calls.
    0
    eLogout
    The agent has logged out of the ACD and cannot accept any additional calls.
    1
    eNotReady
    The agent is unavailable for any call work.
    2
    eAvailable
    The agent is ready to accept a call.
    3
    eTalking
    The agent is currently talking on a call (inbound, outbound, or inside).
    4
    eWorkNotReady
    The agent is performing after call work, but will not be ready to receive a call when completed.
    5
    eWorkReady
    The agent is performing after call work, and will be ready to receive a call when completed.
    6
    eBusyOther
    The agent is busy performing a task associated with another active SkillGroup.
    7
    eReserved
    The agent is reserved for a call that will arrive at the ACD shortly.
    8
    eUnknown
    The agent state is currently unknown.
    9
    eHold
    The agent currently has all calls on hold.
    10
    From the CTIOS Developers Guide.
    Regards,
    Geoff

  • CTIOS Client: Enabling Chat & Agent Stats

    Working with CTIOS client in a lab (8.5).  Have one agent and one supervisor (spv configured as spv of agent on team).  Two issues:
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    No firewall David, but I figured out both problems.  Regarding poping the chat window, it's actually a beep, set here:
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    HKEY_LOCAL_MACHINE\Cisco Systems, Inc.\CTI Desktop\CtiOs\BeepOnMsgReceived
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    Regarding the agent stats, I had to pull up another window to find them :-)
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  • CTIOS agent goes in the Not Ready state randomly

    Hi all,
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      CallID          = 39182119  DeviceID = 3942  DeviceType = Static
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      LocalState      = NONE
      Cause           = EC_NONE
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    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.

  • CTIOS 7.5.9 Agent Stats

    Hi,
    I'm seeing some strange values for some of the agent stats using the ctios agent desktop.
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    AgentOutCallsTalkTimeSession
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    Thanks,
    Brian

    This is a confirmed bug in 7.5.9
    CSCtj84524    AgentOutCallsSession and AgentOutCallsTalkTimeSession are not resetting
    Symptom:
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    Fix expected in ICM 7.5(10) due OCT 2011
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  • 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..
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    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
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    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) .
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  • Work Ready/Work Not Read Agent state

    Hello all,
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    I launch the Cisco Agent Desktop, then log in an Agent, with the previous AgentDeskSetting, and I make an inbound call for the agent; the agent answers the call, talks about 10/15 secons and hangs up the call. At this point the agent, after wrap up data form, goes in work mode and has the Ready and Not Ready buttons available.
    In this condition of work mode, I go to see the Agent_Real_Time table: in the first of the two environments I read an AgentState value of 6 (WorkNotReady) while in the other one I can see an AgentState value of 5 (WorkReady). Why I have two different values? I'am wondering if I miss something: are there some configurations that I have not seen?
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    Andrea

    I compared the values in the two registers and I seem to be substantially the same.
    I took the keys "Cisco System, Inc.\Ctios" and "Cisco System, Inc.\ICM\\CTIOS1".
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    Thanks a lot,
    Andrea

  • Agent State Trace report.

    Has anyone out there tried to create a State trace report for agent that include State duration?
    I have tried to add AED.Duration to a State trace report definition I  found on the developer site, which sort of works, however it seemed to log every single second, which is obviously not practical!
    Therefore if any one has managed to incorporate a State Trace report to include duration, that would be good to know, how you did it!
    The report needs to reflect the same output as the CTIOS State report.
    I would welcome any and all help.
    Thanks Sarah

    Hello,
    I have this problem too. I am trying to build a report in SQL based on the Agent State Trace table, but I need to add the duration time.
    The AST table doesn't include the duration. Basicly I need the following:
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    Anni Smith     5/25/2013 7:35 am     5                         0:00:35
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    If anybody has done something similar please share the solution.
    Thanks!

  • Agent state stuck

    Hello,
    I have the following scenario happening at customer site:
    Agent A receives an inbound call
    Agent A transfers his call directly to Agent B who already has an active call (from CTIOS: Single Step Transfer). Agent B is now talking to a customer and has the transferred call in ringing status. On CTIOS there are 2 lines displaying information for the 2 calls.
    Customer with Agent B ends the call. The first line displays CLEARED.
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    The transferred customer ends the call.
    The second line displays CLEARED. The 2 lines are still showing on the agent's CTIOS Agent Desktop. At this stage, the agent state is displayed as TALKING at the bottom of the CTIOS box. Agent B WILL NOT receive a new inbound call unless the pickup button is pressed on the IP phone. The agents are NOT pressing the pickup button....... all the agents are using this trick to take extra breaks!
    As a first step, I have installed Maintenance Release 8.0(3) on all ICM components including CTIOS Server and Agent.
    This did not solve the issue even though the 8.0(3) Release notes do mention fixing some bugs relating to calls not being cleared after a transfer.
    Any other suggestions? Has anyone faced a similar scenario?
    Thanks,
    Justine.

    Hi,
    If you get this message error "showing this agent is alrady loged on" only for one Extension.
    Then you can deassociate and associate the device in th PG user for that phone.
    I hope the issue you are talkin about the AgentID not able to login to any of the extension.
    Then check in the t_Agent_Real_Time table for this agent's current state and the extension.
    Login using the agentID in that extension and logout.
    Regards,
    Senthil

  • Will CSD shows Agent state as hold

    Hi All,
    Would like to know if Cisco supervisor desktop can shows agent state as hold?
    Issue is that even if the Agent placed the customer on hold, Supervisor desktop will show the Agent in talking state, which will give wrong perception to supervisor
    IPCC Version: 7.0(1)
    CAD Version: 7.0
    CSD version: 7.0
    Thanks,
    San

    Hi San,
    Within CSD, the hold times are joined together with the average talk (Avg Talking) time of an agent.
    So the CSD display will not show when an agents has placed a call on hold
    You can find this information in the following document on page 30.
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/csd66ug-cm.pdf
    Please let me know if this information has helped you.
    Danny

  • 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.
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    Thanks in advance.
    Thanks,
    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

  • Agent Desktop's agent state toggles between "ready" and "reserved

    Hello and thanks for all of your past help.  I have a user whos'e Agent Desktop's agent state toggles between "ready" and "reserved when no calls are coming in to he IP Phone 7941 or 7961.  Can anyone help?
    Thanks, Chet

    Is the agent's phone actually ringing at all? If not I suspect the IP IVR ports are unable to call the agent. UCCX tries to send a call to the agent so it sends the reserve event to the agent and then tries to send the call to the agent but is failing so it cancels the event flicking the agent back into ready. Perhaps check to make sure that the ports have an appropriate calling search space to call the agent extension. Maybe configure a phone the same as the IVR port and check to see if you can call the agent extension?
    Cheers,
    Nathan

  • Pass variables between skillgroups on CTIOS Agent Desktop

    We need pass variables in the next order:
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    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.
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    You just need to create the dail number in the UCCE to be in the CUCM PG Routing client (not cvp or IPIVR).
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    Amer

  • Agent States in ICM script

    Hi,
    I would like to know if the states of an agent such as Logged on and Ready can be checked in ICM scripting .
    We are developing a script which will check the agent state Logged on and then checks the agent state ready , only if these conditions are satisfied then the call will route to that particular agent.
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    The approach which i am following is to assign each agent with one particular skillgroup and check these states.
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    Regards
    Deepak      

    Hi deepak,
    Before you route the call to the SkillGroup, you can have a IF Node to check the LoggedOn count and Available/Ready and route accordingly as you need.
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    Just have a look at Using Formulas section in the below Scripting and Media Routing Guide
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/ipce80sg.pdf
    Regards,
    Senthil

  • ICD Agent State- Music On Hold

    Hi all,
    I deploy ICD script on my system.
    But i have some thing i need to do to optimize my system.
    I want:
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    - When customer call and wait for agent to answear, they will hear music ( now they hear no thing )
    Thanks first, will vote 5* if you can help

    Hi HD,
    Sorry for the delay in getting back to you. Here is some additional information;
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    http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr-33
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    Rob

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