Force Agent go to ready after login

Hi All,
Would it be possible to make Agent to go to Ready state directly once they log in to CAD rather than going to Non ready state?
If yes, please provide the steps for the same.
UCCX Version:7.0(1)SR5
Thanks,
Sanoop

Sanoop,
Unfortunately no, this has been asked quite a lot here in the past, and folks had some ideas. But in nutshel there is no setting to do this.
HTH,
Chris

Similar Messages

UCCE 7.5 Set agents back to ready after Rona?

Hi All
Is there any way in UCCE that you can set agents back to ready if they are put to not ready after RONA? I know there is a global option for this in UCCX but not sure about UCCE? They are using CAD 7.5 and UCCE 7.5.
If not any other work around that you may know of?
Thanks,
Matt

The only way I know that you can do it, is to se tthe Agent Desk Setting RONA, 1 seconds HIGHER then the CVP RONA timer.
Therefore is CVP is 15 seconds, set the Agents Desk Settings to 16.
This will prevent the Agent Desk settings from moving the agent to Not Ready.
CVP allows the use of custom RONA timers with SIP, so if its just for a few agents you may need to add specific routes for their extensions with the appropriate CVP RONA timers.
Cheers,
Chad

Agent going to ready state after login

Hi guys,
I have UCCX 5.0(2) and I would like to force agent to go to state ready after login. There were some posts on this topic and they suggested to play with workflow:
1. add add action agent ready at startup - for this I get: "Error on Startup Event. Error Message: An Agent State Action may only be used on Answered and Dropped Events."
2. add macro - record putting agent in ready state (keystroke Ctrl +W). This I can do, but agent gets error during login: " Could not execute Macro Action. Unable to playback to windows program."
Did you have similar problems? Did you solve it and how? Or maybe you have some other idea how to force agent to go in ready state after login?
BR,
Jelena

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

Packaged CCE unable to force Agent into RONA

I'm running PCCE 10.0 platform and I'm running into the problem of forcing the reserved Agent into Not-Ready after four to six rings.
I've entered the RONA routines in my script after the call enters the Precision Queue. After about 60 seconds of ring cycle to the reserved agent the agent is finally forced into Not-Ready and the call is re-routed back into queue.
Can someone assist me in locating where I change the parameter for the RONA time?
All my document I've been trained on is for UCCE.
Mike

1. you have to set RNA in agent desk setting configuration for agent (keep RONA DN to none if you are using CVP)
2. As David said, set the RNA time in CVP call server under SIP configuration for agent Extension patterns (this will enforce SIP timer to expire at given time and CVP can take back the call from Agent and submit re-query to ICM)
the Agent Desk Setting Timer < CVP SIP RNA Timer
because PG has to mark Agent not ready before CVP takes the call back from Agent Device.
Chintan

UCCX 9.0.2 set agent to "Ready" after initial login

I am trying to get agents to go "Ready" automatically after login.
I tried to do a workflow macro in "Agent Managment Workflow" - Start-Up but it doesn't seem to work.
[DELAY] 17000
[APPLICATION:AGENT_DESKTOP=NOT READY - CISCO AGENT DESKTOP]
[CONTROL] W
Any other ideas?
-KG

Hi KG,
I personally think that its not good design . but you can check the document for autologout
http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-express/112113-cda-logout-00.html
This document is for autologout agent in specified time . you can make agent ready just after login
if you select event as login . I have tested and verified this in Lab .
Regards
Ravi

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.

Policy Agent 2.0 redirect after auth

Versions:
Solaris 8
Identity Server 6.0
Policy Agent 2.0
Web Server: iWS 6.0
We are having a problem with redirecting users to a specific page after authentication.
Here is our scenario:
When a user tries to access a URL on our WS with the Policy Agent 2.0 installed, they get redirected to our login page on the Identity Server, which is fine.
The problem is that the original URL is appended in a "goto," and after successfully logging in, the user is redirected to the page in the "goto," and not our default success URL.
We are unable to force the user to a specific success URL after login.
Is there a way to prevent the "goto" from being called, or to force a specific success URL regardless of what is being called in the "goto".
We are unsure if this needs to occur in the setup of the organization in the IS, or if it needs to happen in the AMagent.properties file in the Policy Agent.
Please help!

Thanks for all replies.
Apache: There is nothing special in access_log and error_log. However, there is no problem to use policy agent on Solaris 2.9 + Apache 1.3.26.
IIS: The system path contains the right folder that holds the dll (i think that's done by the installation program), while the system was reboot several times but the situation didn't improve.
Thanks again.
Rgds.

All agents become not ready Suddenly

Does any one know what could be the reason why all the agents suddenly become not ready ?
-Agents state after ring no answer set to : Ready
-Automatic work and wrap up time disabled.
-No skills,resource group based queue and circular call distribution.
-Ip phone agents,no cad.
What is wrong ? ,
thanks in advance.

Hi,
perhaps the UCCX (or UCCE?) tries to deliver a call to the agent but due to a routing problem (CSS? Codec?) the call never arrived to the phone so the system forced the agent to Not Ready to avoid this situation with the subsequent call.
Can you please tell us more. Is it UCCX? UCCE? What version? Did you check the logs.
Thanks.
G.

Can't see desktop with blue screen after login

Hi
we have a server 2008 ent SP2 that sometimes when use remote desktop or via vmware console to access this server, after login we got blue screen and can't see desktop. after force reboot it recovery.
From application log, we find some error:
Description (Event ID: 1000):
Faulting application Explorer.EXE, version 6.0.6002.18005, time stamp 0x49e01da5, faulting module msshsq.dll, version 7.0.6002.18255, time stamp 0x4be071d5, exception code 0xc0000005, fault offset
0x000063fd, process id 0x1300, application start time 0x01cf9a43236d46dd.
Description(Event ID: 9009):
The Desktop Window Manager has exited with code (0x40010004)
Description(Event ID: 1530):
Windows detected your registry file is still in use by other applications or services. The file will be unloaded now. The applications or services that hold your registry file may not function properly afterwards.
DETAIL -
1 user registry handles leaked from \Registry\User\S-1-5-21-249263827-1212357926-315576832-391740:
Process 3812 (\Device\HarddiskVolume1\Windows\System32\winlogon.exe) has opened key \REGISTRY\USER\S-1-5-21-249263827-1212357926-315576832-391740

Hi,
In general, event ID 1530 means there are some data in the user profile are still be accessed when the user log
off from the Terminal Server. Please check if any of the data is still remained in the user profile supposed to be deleted. You can use Process Monitor or Process Explorer in order to find the software which is using the data and find the solution. If there
is no such data remained, the Windows have possibly stopped the process and deleted the data when log off. In such a case, you can ignore the Event 1530.
In addition, I recommend running SFC /Scannow from an elevated command prompt and check a dump file for Windows
Explorer under C:\Localdumps.
Besides, you can also download
Autoruns to troubleshooting Explorer issues. Please run Autoruns as Administrator, go to Options menu, Filter, select Hide Microsoft Entries and Ok. After that, open the Explorer tab,
and you will see all DLL that are running inside File Explorer, so start disabling and testing if Explorer crashed.
Furthermore, the KB below may be helpful:
http://support.microsoft.com/kb/961038/en-us
Best regards,
Susie

Agent port confilct even after removing agent in ODSEE11.1.1.7

Hello All,
I am facing DSCC agent 3997 port conflict when we try to register agent to DSCC host after removing old agent with out any errors.
Port (3997) is already in use by
[install path (old)/var/dcc/agent] on this hostname
(xxxx1).
So [install path (new) /var/dcc/agent] has not been registered in DSCC
on xxxx1.
Steps were followed to remove agent:
Unregister server
$ dsccreg remove-server -h dscc-host -p dscc-registry-port /local/dsInst
Delete the server instance.
$ dsadm delete /local/dsInst
Unconfigure and Remove the DSCC Agent directory server
$ dsccagent stop
$ dsccreg remove-agent -h dscc-host -p dscc-registry-port
$ dsccagent delete
and I faced issue when I try to register agent again.
Did I miss anything?
Thanks in advance.

Try
$ dsccreg remove-agent --force ....
HTH

Windows XP hard crash reboot after login

I've seen a few topics about this, but none of them with solid regression info yet so i'm starting this thread. I hope some of you out there can help out, but I fear the answer is that were all screwed.
SUMMARY:
Windows XP will hard crash (reboot) just after login after loading the UI and during the loading of network components. This then results in the system rebooting into a black screen with no standard windows debug. (which can be forced by F8) Hard shut down is required to restart boot process. This problem can also occur from a waking from sleep, and very rarely occurs at random. When its caused during normal operation its usually spawned on by pressing a button on the keyboard. It will occur randomly at startup, and will occur with Starup Disc set or Option Select. Rarely it will boot into windows XP on the first try, more often (over time) it will require 3-5 reboots to get into XP successfully. This problem isn't caused by the install of any software, instead it progressively gets worse over time. I have experienced this problem with BootCamp 1.3, 1.4 and 2.0 on my MacBook Pro 2.16, but I have never experienced it with my Mac Pro ever which has the same OS and bootcamp installed.
I'm convinced it has something to do with the network drivers and how they are loading. I've noticed that the times it fails to boot that the WiFi and Local Area network icons aren't loaded in the system tray, and the times I have success getting into XP that they are already present when the UI is loading. This same behavior occurs on my Mac Pro and other PC clones, but they dont hard crash when this occurs. On them, you just have to wait for the network to be available.
STEPS:
0) MacBook Pro 2.16 17", Mac OS X 10.5.1, Bootcamp 2.0, Windows XP Pro SP2
1) Power up
2) Hold down Option (can set bootdrive as well)
3) Select Windows
4) Select a User (with password set)
5) Enter password
RESULTS:
Hard crash reboot just after UI loads while network compoents begin to load into the system tray.
WORKAROUND:
Shoot dog
REGRESSION:
Never occures on Mac Pro
Occures with Bootcamp 1.3, 1.4 and 2.0
P.S. I'm writing this in Bootcamp

UPDATE
I've gone into msconfig and turned off everything and have been starting up just fine, so it seams one of these items is cuasing the problem. I see that some people say its the keyboard manager, and I wouldn't doubt it now. So i'm going to leave everything off for now, make sure its always booting and then slowing rool items back on. I'll keep this up to date.
If you want to do this yourself, you can do it two ways.
Built in:
1) Click on the Start Button
2) Select Run...
3) type "msconfig" and hit OK
4) Select the "Startup" tab
5) Unselect everything you see there
6) Close and reboot!
3rd party (the way i prefer)
1) Get Spybot (the new one is awesome)
2) install Spybot
3) Run Spybot
4) Update, immulize and scan (optional, but you will be surprised)
5) Select the "Mode" menu option
6) Select "Advanced mode"
7) Select 'tools" on the lower left hand side
8) Select "System Startup"
9) uncheck all options.
10) close and reboot!
Note: this appiaction is really great, and it will also install a device to watch for reg changes which is good for this sort of regression. Again, its not nessiary to install spybot, but i love it and have it on every PC i ever use and have never regretted it. IT WONT SLOW YOUR COMPUTER LIKE OTHER CRAPPY APPS. This is a very light and clean app.

HT3964 My MacBook Air running on Snow Leopard gets extremely slow (almost like a hang, except if you wait about half an hr, it actually moves) after login interface. sometimes it never gets past the background. Cannot log back in.

My MacBook Air running on Snow Leopard gets extremely slow (almost like a hang, except if you wait about half an hr, it actually moves) after login interface. Sometimes it never gets past the background of the homepage, desktop doesn't seem to load. After multiple forced shut downs and left to run for hours, sometimes the desktop loads but the dock does not respond when applications are opened. The computer is then unable to shut down normally. Forced shut downs are necessary most times. Time machine backup takes extremely long, and attempts to use the time machine to bring the laptop back to the time befiore the problem arose was met with extremely slow and hung time machine function.
Please help!

There isn't much besides a failing hard drive or other hardware fault that can cause those symptoms. Run the Apple Hardware Test, or just take it to an Apple Store for testing.

UCCx 8 Callback when agent is in Ready State

To all,
I am stuck. Here is the basic logic for my callback caller script when agent is in Ready state. After the Get Digit String step, what should I do to terminate the call and keep the script running?
Select Resource (--Triggering Contct--from CSQ)
          Connected
          Queued
               Menu
                    CallbackNumber = Get Digit String (--Triggering Contact--)
                              succesful
                                   If(stat_ReadyResources_OF_CSQ > 0) then
                                            True
                                               outcallToCaller = Place Call (to callbackNumber)
                                                      successful
                                                             Call Redirect (--Triggering Contact--to Overflow Q)
* OverflowQ is another script.
Thanks,
Nelson

Set the contact as still being active, even though no one is there. You will not be able to play any prompts or anything to that contact though, that will result in errors, unless you catch the error. You can of course redirect playback to the contact that you call.
ErrorReason = Get Trigger Info (Aborting Reason)
On Exception (ContactInactiveException) Goto Begin
Delay 2 sec
Accept(--Triggering Contact--)
Delay 4 sec     <---Hang up before these 4 seconds are done.
Begin:
Clear Exception (ContactInactiveException)
Set Contact Info (--Triggering Contact--)
     Language: strLanguage (I have a Language varible named this with the value L[en_US] )
     Handled:
     Session: strSession (I have a Session varible named this with the value null )
I edited this to add the delay and accept steps, so you would know the proper order for them to be in. I have a script that calls customers and asks if it is ok to fax them documents to that line in the next 5 minutes. So they know to let the call go to their fax.

When the agent is in ready state, call has to go to voice mail incase the call is not answered

I need to create a script for helpdesk setup. When call hits the CSQ, if agents are free the call will get connect to an agent, else it will be queued. Till here i am clear. The step where i have stuck is , when the agent is in ready state and when the call gets connect to that agent, due to some reasons if agent, do not answer the call, it has to get transfer to voice mail . Can someone help me with this please... We are using UCCX 8.5...

Not sure the logic that Anthony used in some of the prior solutions but try following Logic in the ScreenShot and let me know how it works out for you..
As Jeff mentioned (and I overlooked) If there is a Ring No Answer and there is another Agent Ready then the first Step in the Failed Output Branch will not Evaluate..the Script Logic takes the "caller" back to the Select RSRC Step..so I'm doing an IF check to ensure that wasn't the case..and if it was then I will Dequeue the call and perform the necessary transfer..(after the Successful Transfer you probably should Goto a Terminate Step)..Cheers

User logout event bundle running shortly after login

I have created two bundles that run on User Login and User Logout events. The login one works fine, and so does the logout one but at the incorrect time. On average the logout event bundle is fired about 40-60 seconds after login, whilst still logged in.
I tried modifying the bundle to trigger on Zen Logout instead but the same thing happens.
I have another two similar bundles that do the same, but for Administrator accounts rather than DLU+roaming profile accounts. The logout event also triggers while the user is still logged in.
On both user types when I actually logout no further triggering of the bundle takes place.
Can something else trigger this event other than a desktop logout? This is using ZCM client 11.0.0.41501.

My guess is that it tries to run at logout, but cannot complete and then
finishes at logon.
Simply put, Setting an action at logout is rarely a good option since
ZCM cannot control the logout/shutdown process.
Anything with such a setting needs to be able to complete almost
instantaneously.
On 4/26/2012 11:46 AM, OakFND wrote:
>
> Hi there,
>
> Does anyone have a solution? I have the same issue with a bundle that
> runs GroupWise 8 installation latest version. We run Zen 11.1 and it
> happens on 3 pcs (2xXP SP3/1xW7 SP1 Start).
>
> Here is the log:
> https://skydrive.live.com/redir.aspx...NvxC_xhJrEENMc
>
> Thank you for your advice.
> OAKFND
>
> ZENworks Adaptive Agent Version: 11.1.0.12959
>
> Bundle Management 11.1.0.13643 Running
> Image Management 11.1.0.10525 Running
> Inventory Management 11.1.0.10525 Running
> Policy Management 11.1.0.10525 Running
> Remote Management 11.1.0.10525 Running
> User Management 11.1.0.10447 Running
>
>
Craig Wilson - MCNE, MCSE, CCNA
Novell Knowledge Partner
Novell does not officially monitor these forums.
Suggestions/Opinions/Statements made by me are solely my own.
These thoughts may not be shared by either Novell or any rational human.

Force Agent go to ready after login

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