Finesse Agent state change

I am using UCCX 10.5 and Finesse 10.5, if an agent telephone have 2 extensions, one for call-center inbound and outbound call use, one for self used. If I want to make that when the self used extension is using (i.e. talking to somebody), the other agent extension is forced change to NOT-READY state. How can I config?
Andy

Hi,
I test using the "select ressource" box, that way I am using a CSQ and it's works. Before, I was just testing with a "Redirect call" box and that is not the right solution.
Thank you
H.C

Similar Messages

UCCX 10.5 / Finesse - agent state error

Hi,
I am curently testing UCCX 10.5 and finesse agent desktop I have a trouble with finesse :
A agent is in READY state, when a call is comming, the state change to NOT READY, it should be TALKING
In the Agent state log is see NOT READY -> Reason code 32761, in the documentation I reed "Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform."
The caller is effectively an internal phone but the composed number is the CTI route point of the UCCX
I have check with "Reactive script" function of the CCX Editor, there is not any error, the call goes well through the script
Any idea ?
Hugo Chevalier

Hi,
I test using the "select ressource" box, that way I am using a CSQ and it's works. Before, I was just testing with a "Redirect call" box and that is not the right solution.
Thank you
H.C

Agent state changed to reserved but call is not ringing/landing for 30 seconds

Hi All,
we have IPCC 8.5, CVP 8.5, UCM 8.5, last few weeks we are facing
agents are facing intermittently, their state changed to reserved but call is not landing/ring for a while, and we have seen call is going to RONA in CVP logs.
We have cross checked the Device Target (4 CVP servers) its fine, Queue music is interruptable.
In Ingress/VXML gateway we have the dial-peer pointing to two subscribers with equal priority. Seems to be some call is not routing to agent phone (delay is there between voice gateway and ip phone) due to some reason. We dont use SIP proxy we use static routing to subscribers.
Please share your ideas.
with Regards,
Manivanna

In Ingress/VXML gateway we have the dial-peer pointing to two subscribers with equal priority.
The gateway should point to the Call Servers. The Call Servers should have static routes to the subscribers.
If the call is not getting to the agent even though they go into Reserved (the Call Router has selected them), ensure that the SIP trunks to the Call Servers and the agent phones are in compatible partitions/CSS. Examine the logs on the Call Server when the INVITE is sent to the agent phone. If the INVITE returns 404 (not found) or 503 (unavailable), then the setup is wrong.
Regards,
Geoff

Agents state getting changed automatically from NotReady to Ready

Agents state getting changed automatically from NotReady to Ready on random position during break time. Can some help me out?
UCCE version 8.5

Hello Ahmad,
Bug below describes a scenario where the agent is transitioned to the Ready state without manually changing it.
Also effects 8.5.
CSCty97770
Save Bug
UCCX: Agent Incorrectly Set To Ready After RNA On ICD Extension
Symptom:
A Unified Contact Center Express (UCCX) agent may transition to the Ready state without manual intervention.
Conditions:
This occurs when, while on a call on the personal line, the agent receives a consult transfer from another agent on the ICD line, does not answer this call and the call is disconnected by the calling agent. When processing this disconnect, the agent state is incorrectly transitioned to Ready even though the call is still in progress ...more
Details
Known Affected Releases: (2)
8.5(1)SU2 | 8.0(2)SU4
Known Fixed Releases: (1)
9.0(.96000.398)
Product: Cisco Unified Contact Center Express
Hope this helps,
Please rate helpful posts.
Thanks.

Agent state after change

I've got a custom-written wallboard to monitor agents and traffic real-time. When I change a competance level or remove a skill, the agent's records are no longer available in the AgentStateDetail table. Because of this, the agent's status is unknown until there is a change (a new entry in AgentStateDetail is created). Is there a way around this?

I can't speak about the database, but if you're using a http trigger with a script behind to get agent states, you should always get the appropriate information. Our own agent state display uses that approach and it works quite well (we coupled it with a jtapi based app that monitors phone states and requests the agent state when the phone state changes)

Agent state after priority change

I've got a custom-written wallboard to monitor agents and traffic real-time. When I change a competance level or remove a skill, the agent's records are no longer available in the AgentStateDetail table. Because of this, the agent's status is unknown until there is a change (a new entry in AgentStateDetail is created). Is there a way around this?

I can't speak about the database, but if you're using a http trigger with a script behind to get agent states, you should always get the appropriate information. Our own agent state display uses that approach and it works quite well (we coupled it with a jtapi based app that monitors phone states and requests the agent state when the phone state changes)

UCCX - Changing agent states in scripts

Hi all,
I would like to chagne the state of my agent from reserved to ready inside a script. One of the steps in the script doesn't connect the contact to the agent (which is OK because some contacts have dedicated agents and not any agent can take the call), but after the step, which checks if the choosen agent is the dedicated agent, doesn't connect the call, the choosen agent becomes reserved until the contact hangs up. Is there a way to change the state of the choosen agent from reserved to ready inside the script or to not set the agents state to reserved if the call won't be connected? As far as I can see, Set User Info doesn't help me with my problem.
Thank you,
Ivana

Thanks for replying back and keeping this alive. You definitely have a common scenario where you are both:
A) Classifying your callers into prioritized groups
B) Assigning a preferred Agent to the each caller
Fortunately, UCCX does natively support assigning priorities to callers, but I don't see in your explanation where you are/would be using this feature.
Unfortunately, UCCX does not natively support queuing to individual Agents. Which is why your current script is retrying the Agent every second in what I presume is a Goto/Label loop using the Select Resource step. One thing the community does to work around this is to create a CSQ for each of your VIP Agents, and assign a skill/resource group to a single Agent such that only they can service that CSQ.
E.g.,
Agent: Anthony Holloway
Resource Group: vip_avholloway_rg
CSQ: vip_avholloway_csq
Now, inside your script you can actually queue to an Agent individually. The down side is that you now need to burn a CSQ for each Agent, and UCCX does have a limit to how many CSQ's it will safely support. (See SRND or Datasheet for limits)
In short, you wont' beable to solve your problem with forcing Agent states out of Reserved. You will need to approach the solution differently. Do you happen to have the complete business logic written out, and could you share it here for our review and subsequent solution recommendation?
Anthony Holloway
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One button login cannot change agent state because phone is out of service on 8861 phone

I'm testing out the 88XX line of phones for our practice and I am getting the strangest error when trying to enter ready state using one button login.
The phone states...
one button login cannot change agent state because phone is out of service
We are using extension mobility to login into the phone, then hitting the one button login service. (all of which works fine).
Also if I use this same account on any of our older 79XX phones it works perfectly and I can go into ready state and receive calls.
I only have issues on the 88XX line of phones.
Any insight would be great, thanks.
Davidt

Hi Kim,
We have seen this issue in our lab.
But after configuring the authenticate presence and authenticate register and also you need to associate the respective session-server for the ephone-dn as shown below...it will work.
voice register global
mode cme
max-dn 720
max-pool 262
load 7960-7940 P00308000500
authenticate presence
authenticate register
tftp-path flash:
create profile sync 0022049925121368
ephone-dn 5
number 1005
allow watch
session-server 1
exit
Hope it helps.
Anand
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ICM 7.5 Agent Password change utility/interface

I am running ICM 7.5 Enterprise. is there a web or any other interface which can be provided to Agents to change their pasword ?

vibin.v wrote:Any idea of the sql statement to update the password? the ICM is anyway running MSQL 2005
That's not a good idea. All ICM integrators and admin users should understand the basics of how configuration changes are made in ICM. This is a complex path in order to ensure that the key component, the duplexed Call Router has changed the in-memory copy of the configuration. Changing the database (which one were you thinking of - Logger, AW?) using SQL Query Analyzer or any other native method is more than likely to totally mess up your system.
Study this diagram (from the 8.0 Serviceability Guide)
Regards,
Geoff

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.

CTIOS 7.5.9 Agent Stats

Hi,
I'm seeing some strange values for some of the agent stats using the ctios agent desktop.
On the pg, i have edited registry keys to display the following stats:
AgentOutCallsSession
AgentOutCallsTalkTimeSession
According to the 7.5 ctios user guide ... session is defined as the time since the agent logged in... however, these counters do not reset when the agent logs out and back in again. An agent can log out at the end of a day, log back in the next day and still see stats > 0 for these 2 headings.
Is anyone aware of a change in ctios 7.5.9 that could cause this? Perhaps we are looking at a bug. We can recreate it on the customer site, and in our lab.
Edit: LoggedOnTimeSession does reset itself when the agent logs out and back in again ... looks increasing like a bug.
Thanks,
Brian

This is a confirmed bug in 7.5.9
CSCtj84524 AgentOutCallsSession and AgentOutCallsTalkTimeSession are not resetting
Symptom:
AgentOutCallsSession and AgentOutCallsTalkTimeSession are not resetting
once the agent logged out.
Conditions: ICM 7.5(9)
Fix expected in ICM 7.5(10) due OCT 2011
Brian

Agent State failed

Am new to UCCX, we using CME 7 with UCCX 8, when I login to the agent on the phone, I get this error message. "Your request to change your agent state failed. try again". Please help

Hi Steven,
I hope you are using the comaptiable version of CME with UCCX, please crossverify the same from the below link.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
And than please check the workarounds mentioned in the below discussions.
https://supportforums.cisco.com/thread/2152343
https://supportforums.cisco.com/thread/2139454
Hope it helps.
Anand
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Agent State Summary Report - Total login duration abnormal

Hi everyone,
We just upgrade our call center to UCCX 8.0(2). Everything seem to work fine except we found something strange in Historical Report "Agent State Summary". Agents are working in 8 hours shift but in the Total Logged-in Time in Agent State Summary report show up to 20 hours (Time spend in Not Ready state up to more than 10 hours). This is happened to some agents only.
We have checked with the agents and they confirmed that they have loggout properly after working shift (when they finish, they logout of CAD and then logout of Extension Mobility).
We have checked "Agent State Detail" report, and found strange behavior (for thoes agents that have abnormal Not Ready state and long duration of Total Logged-in Time) as - after that agent Logout, they have change to Not Ready state with reason code 32759 (The system issues this reason code if the agent's phone crashes and that agent is placed in the unavailable state).
What caused this to happen? Agent shouldn't have any state after they logout.
Any idea?
Thanks.

Aaron
Just one more thing. for example SLA on the CSQ is set to 10 secs
Call is offered to the agent via Resource commend but the agent does not answer so RONA (15sec) is invoked and the call is re-queue - Does this impact SLA?
No agents are available so the call is queued with IVR- Does this impact SLA ?
Basically I guess the SLA is impacted if the call is either ringing on an agents phone after the 10 Sec SLA but answered or returned to queue if the RONA is say 15 secs - either way the SLA is impacted is this correct?
Sorry for the "obvious " question but customer stated that she was informed the SLA is only impacted on "ringing" time on the agents phone and not if the call is queuing, listen to on hold while queuing

Inconsistent Agent States.

Hello all,
We have a UCCE setup with outbound dialer.Some of the agents are registered to one of the subscribers, which got restarted for some reason.
We moved the agents to another callmanager suscriber and changed device pool.
But after this activity, when calls made through a few of the campaigns, agents are experiencing the following problem with CAD.
CAD will go on Reserved for a minute then will shift to Ready for about 45 sec and then will go to Not Ready, making the agent click the Ready icon once again for them to be queued for a lead to be given to them.
This is causing significant amount of problems in the normal call centre operation and any suggestion is highly appreciated!!!

Hello Geoff,
It seems to be problem with the device pool change as you suggested because it started working fine after it was brought back to normal mode.The CCM Sub was brought back alive and now it is working fine.
But out of curiosity, I would like to know why would it affect the agent status.
The agent state was flapping between ready and not ready.
Thanks in advance!!!

How can I initialize all TabNavigator Tabs upon a state change?

Here's the basic goal. I want to provide two views to the
user that display the same panels. I configured each view as a
separate state but I am having trouble initializing each of the tab
views since they are only created by Flex when the user first
selects it. I need them all created when the user changes to that
state so that I can insert my view objects. Does that make sense?
Ok, how about an example program. I define three view objects
in ActionScript which will be used in two different states. I use
AddChild to put them in the proper layout location. The problem is
with the Tab state. The AddChild operation only works for the first
tab because it is visible. The other two tabs don't get setup
properly. Can anyone help me resolve this?
<?xml version="1.0" encoding="utf-8"?>
<mx:Application xmlns:mx="
http://www.adobe.com/2006/mxml"
layout="vertical"
creationComplete="onCreationComplete()">
<mx:Script>
<![CDATA[
import mx.containers.VBox;
import mx.controls.Label;
[Bindable] public var view1:VBox;
[Bindable] public var view2:VBox;
[Bindable] public var view3:VBox;
private function onCreationComplete():void
var label1:Label = new Label();
var label2:Label = new Label();
var label3:Label = new Label();
label1.text = "This is view 1.";
label2.text = "This is view 2.";
label3.text = "This is view 3.";
view1 = new VBox();
view1.label = "View 1";
view1.addChild(label1);
view2 = new VBox();
view2.label = "View 2";
view2.addChild(label2);
view3 = new VBox();
view3.label = "View 3";
view3.addChild(label3);
currentState = "wizardState";
private function changeState():void
switch(stateBox.selectedItem.data)
case 0: currentState = 'wizardState'; break;
case 1: currentState = 'tabState'; break;
]]>
</mx:Script>
<mx:Panel id="mainPanel" title="Tab View Bug" width="400"
height="320"/>
<mx:ComboBox id="stateBox" change="changeState()">
<mx:dataProvider>
<mx:Object label="Wizard" data="0"/>
<mx:Object label="Tabbed" data="1"/>
</mx:dataProvider>
</mx:ComboBox>
<mx:states>
<mx:State name="wizardState">
<mx:AddChild relativeTo="{mainPanel}"
position="lastChild">
<mx:HBox width="100%" height="100%"
verticalAlign="top">
<mx:ToggleButtonBar id="wizardButtonBar" width="20%"
direction="vertical"
dataProvider="{wizardViewStack}"/>
<mx:ViewStack id="wizardViewStack" width="80%"
selectedIndex="{wizardButtonBar.selectedIndex}"/>
</mx:HBox>
</mx:AddChild>
<mx:AddChild target="{view1}"
relativeTo="{wizardViewStack}" position="lastChild"/>
<mx:AddChild target="{view2}"
relativeTo="{wizardViewStack}" position="lastChild"/>
<mx:AddChild target="{view3}"
relativeTo="{wizardViewStack}" position="lastChild"/>
</mx:State>
<mx:State name="tabState">
<mx:AddChild relativeTo="{mainPanel}"
position="lastChild">
<mx:TabNavigator id="tabViewStack" width="100%"
height="100%">
<mx:VBox label="Tab 1" id="tab1"/>
<mx:VBox label="Tab 2" id="tab2"/>
<mx:VBox label="Tab 3" id="tab3"/>
</mx:TabNavigator>
</mx:AddChild>
<mx:AddChild target="{view1}" relativeTo="{tab1}"
position="lastChild"/>
<mx:AddChild target="{view2}" relativeTo="{tab2}"
position="lastChild"/>
<mx:AddChild target="{view3}" relativeTo="{tab3}"
position="lastChild"/>
</mx:State>
</mx:states>
</mx:Application>

Ok, here is an even simpler scenario. I take each view from
the default state and put them in the new tab view when the state
changes. If you compile and run this example, the only view that
makes it into the tabview is the one that was active when the state
changed. Why is that?
<?xml version="1.0" encoding="utf-8"?>
<mx:Application xmlns:mx="
http://www.adobe.com/2006/mxml"
layout="vertical">
<mx:Script>
<![CDATA[
private function changeState():void
switch(stateBox.selectedItem.data)
case 0: currentState = ''; break;
case 1: currentState = 'tabState'; break;
]]>
</mx:Script>
<mx:Panel id="mainPanel" title="Tab View Bug" width="400"
height="320">
<mx:HBox id="wizardView" width="100%" height="100%"
verticalAlign="top">
<mx:ToggleButtonBar id="wizardButtonBar" width="20%"
direction="vertical"
dataProvider="{wizardViewStack}"/>
<mx:ViewStack id="wizardViewStack" width="80%"
selectedIndex="{wizardButtonBar.selectedIndex}"
creationPolicy="all">
<mx:Canvas id="view1" label="Part 1" >
<mx:TextInput text="This is view 1"/>
</mx:Canvas>
<mx:Canvas id="view2" label="Part 2">
<mx:TextInput text="This is view 2"/>
</mx:Canvas>
<mx:Canvas id="view3" label="Part 3">
<mx:TextInput text="This is view 3"/>
</mx:Canvas>
</mx:ViewStack>
</mx:HBox>
</mx:Panel>
<mx:ComboBox id="stateBox" change="changeState()">
<mx:dataProvider>
<mx:Object label="Wizard" data="0"/>
<mx:Object label="Tabbed" data="1"/>
</mx:dataProvider>
</mx:ComboBox>
<mx:states>
<mx:State name="tabState">
<mx:AddChild relativeTo="{mainPanel}"
position="lastChild">
<mx:TabNavigator id="tabView" width="100%" height="100%"
creationPolicy="all">
<mx:Canvas label="Tab 1" id="tab1"/>
<mx:Canvas label="Tab 2" id="tab2"/>
<mx:Canvas label="Tab 3" id="tab3"/>
</mx:TabNavigator>
</mx:AddChild>
<mx:RemoveChild target="{view1}"/>
<mx:AddChild target="{view1}" relativeTo="{tab1}"/>
<mx:RemoveChild target="{view2}"/>
<mx:AddChild target="{view2}" relativeTo="{tab2}"/>
<mx:RemoveChild target="{view3}"/>
<mx:AddChild target="{view3}" relativeTo="{tab3}"/>
<mx:RemoveChild target="{wizardView}"/>
</mx:State>
</mx:states>
</mx:Application>

Finesse Agent state change

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