Make CAD agents to go ready state upon login

hi all,
hope someone can help. running uccx 8.0. when agents log into CAD, it always put them in not ready state. is there a way to make them go ready right away upon login.
thanks
vijay

Hi Vijay,
Agent State Action
An Agent State action enables you to select an agent state to associate with an event.
Agent State actions can be associated only with Answered and Dropped events. The
only valid agent states are Login, Logout, Ready, Not Ready, and Work.
To set up an Agent State action:
1.Set up a new action. See “Adding a New Action” on page 98. The Select Action window appears.
2.Select the Agent State tab, and then click New. The Agent State Action Setup box appears (Figure 49).
3.Enter a name for the action, select the agent state control from the drop-down list, and then click OK
Please refer the CDA guide for more information,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf
Hope this helps.
Anand
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Similar Messages

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

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

Agents in not ready state too long drops calls.

Using CRS 4.0(3) with agent desktop.
Issue is that when agents go to lunch they go into the not-ready state until they come back from lunch. Upon coming back from lunch, they proceed to go ready and then they start dropping calls as they come into the que.
If you log out completely and close the application when you leave for lunch versus going not ready for an extended period of time the issue does not appear when you log back in.
Any ideas?

Update on this. I looked at the control center and saw that my server was in partial service. I verified the service was the JTAPI subsystem.
I ran the JTAPI update client tool from this link
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801c8316.shtml
and saw the version of JTAPI between the CCM and the IPCC server were off. I updated both IPCC servers to the same version of call manager and will now hold to do some testing.

Ucce cad agent stuck in reserved state

Dears,
It is a UCCE system with CVP and CAD version 9.0
The issue is that when the call is to be delivered to an agent, the CAD is stuck in the reserved state for around 20 seconds then it goes to the Ready state and the caller gets disconnected since I'm not configuring a queue yet.
Has someone faced a similar issue?
Your help is greatly appreciated.
Thank you in advance.
Lara

Actually it turned out to be a call manager issue. The partition of the agent's extension was misconfigured.
Regards.

Agent never Not Ready state

Hi
I have a CUCM 8.5 and UCCX 8.5 workingwithout problems, but now the customer wants his agents never stay in state "Not ready" no matter the event, the agent never can stay in not ready state.
Any idea if i can do this?
Regards

OK - you mean not go automatically into work at the end of the call? Disable 'Automatic Work' on the CSQs in AppAdmin.
If you mean not go automatically into 'not ready' when a call is missed, you can set the 'Agent State after Ring No Answer*' setting to 'Ready', but this is generally a very bad idea.
Aaron

Uccx ready state after login

Hi All,
I am curious, is there a way for agent to be in ready state once they login on agent desktop ? appreciate on any replies.
Thanks in advance.

You can try to configure a workflow for this purpose

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

CAD - login but cannot be in ready state

Hi, I encountered erratic (sometimes it happens sometimes it does not) error with Agents logging into their CAD (UCCX 8.5 Express) but cannot be in Ready state. Error: "Resource Device is Off". "The Agent extension is out of service. Ready state change and call control operations cannot be performed." Looking at the logs it state 32760. What could be causing this intermittent issue?

Hi Cornelio,
Please deassociate the phone\device from this Agent and also from the RmCm application user in CUCM. and again reassocite it back as before. Also try performing the Directory Resync operation from the CDA (Cisco Desktop Administrator) and see if it helps.
You can try restarting the CTI manager service also if the above workaround doesn't help.
Hope it helps.
Anand
Pls rate helpful posts by clicking on the stars below the right answers !!

Cisco Agents goes to Not ready state

Hi,
I have use IPCC ver:4.0(5) SR01ES09_Build095.
We have encountered that our cisco agents automatically change state and it will goes from log-in state to Not ready state.
what was the solution where i have to check the logs.
regards
Salman

Hi Salman-ahmad,
This could be the way you have your agents or CSQ configured, you can configure IPCC to have them to automatically goto Not ready or stay in ready. Have you check your system parameter's?
Under RMCM Subsystem, click the resource link on the left hand side,
there is a "automatically Available" radio box you need to select.
Otherwise you maybe hitting this bug.... Are these your symptom's?
CSCsf11662 Bug Details
Agent goes to Not Ready after making Outbound call from Ready state
Symptom:
Agent makes outbound call from ICD extension (to a non-ICD extension), when
the agent finishes the call, they go into Not Ready state when they expect
to be returned to Ready state.
Conditions:
- Cisco Customer Response Solutions (CRS) 4.0(3)
- Agent makes outbound call from ICd extension whilst in Work state (after just finishing an incoming ICD call).
- Agent places the outbound call on Hold at some stage during the call.
Workaround:
If the above scenario occurs, Agent needs to manually change to Ready state.
HTH, Please rate if so
Regards,
Justin

Agent State Display - Can you highlight when an agent is Not Ready

Hello...
My customer is looking for a way to highlight when an agent has gone in to the "Not Ready" state... their preference would be to change the font color to red in the supervisor desktop display in the Agents - Team State section, but they are open to ther ideas as well. We are currently running UCCx 7.0(1) with CAD/CSD 6.6(1)
Screen shot of supevisor desktop attached
Thanks,
Craig

I am not sure if highlighting the agents when the state is changed is possible in CSD.
However I am curious to know why is there a specific need to highlight the agent when you already see the status going to RED from GREEN during not ready state ?
Regards
Anuj

Agent cannot go to ready state after lunch or break without loggin out and back in.

UCCX 8.5
I have a small contact center group. One of the agents I just recently setup is having an issue. She is telling me that when she selects work offline and then goes to lunch or break or something and comes back, it will not let her log back into the ready state. She actually has to log out of Agent and then back in. A screenshot of the error is attached. Any ideas?
Thanks guys.

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

UCCX Agent ready state softkey

I was under the understanding that UCCX agents could also sign into the ready state through they're assigned phones ? So far in my reading of documents and such I have yet to see any bit of information for setting up agents without CAD. In many of our situations we would like the agents just to be able to sign into the phone adding them to the rotation for incoming calls.
Does anyone know if this is possible and if so is there a reference in some document outlining it ?
Thank you.

Are you looking to log in agents without using the agent desktop? Check out IPPA (IP Phone Agent). This is a IP Phone service that you assign to the agent phone in call manager.
Set up the agent as normal, then add this service to the phone in call manager:
http://x.x.x.x:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
where x.x.x.x is the ip of your UCCX server.
See page 128 of this doc... http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf
Brian
Please rate helpful posts

UCCE 7.5(8) CAD 7.5.1.59 got blocked in Working Ready state

Hi all,
We're using UCCE 7.5(8) with CAD 7.5.1.59. From time to time, we remarked some CAD get blocked in the Working Ready state after ending a call.
Our wrap up time is currently configured to 2 hours (as requested by client) so the CAD wont turn back to Ready state automatically.
The CAD can be unblocked by an internal call (no UCCE)
Anyone experiences the same problem?
Thanks in advance.
Best regards,

@Geoff:
Thank you for all the good sugesstions, however unfortunately none of them is possible to me
I would try this using the CTIOS client on your test machine, just to eliminate CAD a little. From the trace, it doesn't appear to matter, since you are looking at the pure CTIOS trace messages, and they are the issue - but I like CTIOS for this sort of debugging.
--> We are using CAD and do not have CTIOS client installed. Does the soft actually come with the UCCE installation package? Can you please tell me where I can find it?
@Geoff and Ed
Dissociate and re-associate the device with JTAPI and retest.
--> Good point, I did the same actually but the phone still didn't work.
Nevertheless, I really think we have a network problem (which was observed time to time before)
I will update this thread as soon as I can do some further tests.
Thanks,
Regards,

Make CAD agents to go ready state upon login

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