IPCC - Missed Call Agent not ready

Hello
We have three departments using our IPCC Server. One has recently complained about missing a call and their phone gets put in Not Ready State.
I found this post:
Go to the SubsystemRMCM.properties file under c:\program files\wfavvid folder. Verify the following setting. Line: agentUnavailRNA=true
If it is false you will need to change it to True and restart the engine.
Can you tell me if this is correct? If I change it to false/true will this stop the phones from switching thier state only on a missed call?
Secondly, if this is the fix, I'm assuming this change is for the entire server and not the individual Que. Can I change it just for the phones who connect to the specific Que?
Thanks
Ash

Hello again
So we are thinking more about implementing the above solution. I do have a couple of questions/concerns if we do the implementation:
1. If there is only 1 agent logged in and available, the call will be released to the agent, the agent then misses the call, the call goes back to the Que, the Que checks for available agents and sees this agent is still ready and releases the call again. This would mean the agents phone will continuously ring until he answers it correct? The call will never remain in the Que?
2. Is there a way to set up the que so that all calls remain in the que until the agent decides to pick up the call? I found this doc:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c82ea.shtml
and was wondering about Figure 3. If I set the connect radio button to NO. Then I need to create the seperate Trigger Contact. However the "Selected" parameter is not found in IPCC 4.03 build 080. This document is for IPCC 3.
I'm not even sure if changing the Connect radio button is what I'm looking for?
Thanks
Ash

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Dear All,
We are in the position to provide explanation to the customer about the agent31 - agent not ready details report
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reason code as 0 and 20003, and just gone through the explanation for 20003 found as below
20003 - applicable if you are using the Cisco Agent Desktop
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with Regards,
Manivannan

Hi,
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Its new but I like it!
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Hi
Thanks for the replies.
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From the db schema handbook:
NOT_READY: Number of seconds the agent was in the NotReady State with respect to the Media Routing Domain, from the last state change, in NOT_READY state with reason code change, or from the last interval boundary.
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but I also try this:
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VA_CREATOR-OBJID = SY-UNAME.
CALL FUNCTION 'SWE_EVENT_CREATE'
EXPORTING
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TABLES
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> Refresh organizational environment.
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Hi All,
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AgentLogOutDetails(ALODSkillTargetID, ALODLoginDateTime, TotalLoginTime, ALODEvent) AS
(Select aed.SkillTargetID,
aed.LoginDateTime,
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with Regards,
Manivannan

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The Agent logout events in AED (Event=2) are somehow getting DateTime values that are earlier than the login times
NowTime in table Controller_Time is earlier than the agent login times. (this seems more likely)
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Here's the NowTime query:
SELECT [NowTime]
      ,[TimeZone]
      ,[TimeZoneName]
FROM [Controller_Time]
And here's the appropriate query for AED (should return 0 results if DateTime/LoginDateTimes are correct):
SELECT [DateTime]
      ,[SkillTargetID]
      ,[MRDomainID]
      ,[TimeZone]
      ,[LoginDateTime]
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      ,[RecoveryKey]
      ,[Duration]
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FROM [Agent_Event_Detail]
WHERE Event=2 AND DateTime<LoginDateTime
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Did you do any of the basic troubleshooting steps described in the User Guide?
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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.
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Thoughts please

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Hi Gaven,
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I have a requirement to show the total time when an agent is "not ready" in IC. I know an agent is either "ready" (to pick up calls) or "not ready". Any idea which business content handles this?
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As thomascollins said, you can build an Agent Management workflow. A couple of comments though.
A lot of our agents have multiple extensions on their phone. If they are talking on a non queue extension they let the queue extension ring out putting them in a "not Ready" State.
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Any help appreciated.

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I've also tried changing the log duration from 30 days to No log and back again to 30 days.
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Agent real time display not ready time is inaccurate

Agent Not Ready Detail in Webview-Agent Realtime Reports in CAD.
I am looking at the agent: Agent Not Ready Detail Report in Webview and comparing this to the Agent Real Rime Display in CAD. If I manually add the Not Ready times (state durations) from the agent ACD state log, they equate to the Cisco Web View agent report. However, the Total Not Ready column from the Agent Detail Display report in CAD does not sync up with either Webview or CAD. Its more than an hour off.
The Eastern managers are looking closely at these numbers now and one of the agents questioned the report in CAD today and brought this to a manager's attention. It is more than an hour off which is a big difference.
It was comparing the state duration for not ready from the ACD State Log Display (for example the 5 seconds at 10:15:04 in screen shot 1) to the total not ready time from the Agent Real Time Display Displays report (3:48:59 in screen shot 2). The total individual state durations of unavailable time from report #1 does not equal report #2 and I would think it should. If not explain why?
From CAD client > Real Time Displays > Agent ACD State Log Display. If you add up all the Not Ready times and compare with webview, it matches. No problem here.
From CAD client > Real Time Displays > Agent Detail Display (this doesnt match up with webview report or the total Not Ready times in Agent ACD State Log Display).
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1. How exactly the not ready state time is calculated
OR
2. Where to find the information on how this is deteremined.
I appreaciate any response. Thank you.

Is it all agents or only one/some?
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IPCC - Missed Call Agent not ready

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