Not Ready Agents Receive Internal Cals

Hi
just wondering about something. I have agents logged in but they are not in a READY state. When they are in a NOT READY state they can still receive internal calls from an internal extension. Is there any way to prevent this.
Thanks
Michael

Hi Juan & /Michael,
I got this post when i was searching the solution on same problem. Could you pls explore you reply. like.
-> where to create a partition for the agents extensions.
--> What exactly "in the calling search spaces of the internal extensions of the company you have not got to include the agents apartitions." this means.
-> Howe & Where to do this "Don?t forget to inlcude the agent partiton on the Calling Search spaces assoicated to the CTI Ports ot the IPCC Express or IP/IVR in a IPCC Enterprise deployment."
Rgds

Similar Messages

CSS is not ready. Received status 3 from CSS. Waiting for good status ..

Hi gurus
I am patching 10.2.0.1 CRS Installation to 10.2.0.4 on a two-nodes RAC,I have finished the first node patch.But
When I ran root102.sh required by the Installer,I encounterd the problem as follows:
+njzdb12[oracle/app/oracle/product/10g/crs/install]#./root102.sh+
WARNING: directory '/oracle/app/oracle/product/10g' is not owned by root
WARNING: directory '/oracle/app/oracle/product' is not owned by root
WARNING: directory '/oracle/app/oracle' is not owned by root
WARNING: directory '/oracle/app' is not owned by root
WARNING: directory '/oracle' is not owned by root
Preparing to recopy patched init and RC scripts.
Recopying init and RC scripts.
Startup will be queued to init within 30 seconds.
Starting up the CRS daemons.
Waiting for the patched CRS daemons to start.
This may take a while on some systems.
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
+.+
Timed out waiting for the CRS daemons to start. Look at the
system message file and the CRS log files for diagnostics
And in the crsd.log file,I saw a lot of these:
+2010-03-29 15:47:22.336: [ COMMCRS][903]clsc_connect: (600000000033e030) no listener at (ADDRESS=(PROTOCOL=ipc)(KEY=OCSSD_LL_njzdb12+
_crs))+
+2010-03-29 15:47:22.336: [ CSSCLNT][1]clsssInitNative: connect failed, rc 9+
+2010-03-29 15:47:22.337: [ CRSRTI][1] CSS is not ready. Received status 3 from CSS. Waiting for good+
And the output of ps command:
+njzdb12[oracle/app/oracle/product/10g/crs/log/njzdb12/crsd]#ps -ef | grep css+
root 8676     1 0 15:35:13 ?         0:00 /bin/sh /sbin/init.d/init.cssd oclsomon
root 8957     1 0 15:35:30 ?         0:00 /bin/sh /sbin/init.d/init.cssd fatal
oracle 8801 8676 0 15:35:14 ?         0:00 /bin/sh -c cd /oracle/app/oracle/product/10g/crs/log/njzdb12/cssd/oclsomon; ulimit -c unlimited; /oracle/app/oracle/product/10g
root 6464     1 0 15:26:27 ?         0:00 /bin/sh /sbin/init.d/init.cssd oclsomon
root 12554 6123 0 15:54:00 pts/ta    0:00 grep css
oracle 6587 6464 0 15:26:27 ?         0:00 /bin/sh -c cd /oracle/app/oracle/product/10g/crs/log/njzdb12/cssd/oclsomon; ulimit -c unlimited; /oracle/app/oracle/product/10g
+njzdb12[/oracle/app/oracle/product/10g/crs/l+
What could be the problem and how to overcome this？
Thank you very much.
Edited by: KevinMao on Mar 29, 2010 12:54 AM
Edited by: KevinMao on Mar 29, 2010 12:55 AM

hi gurus
And from ossd.log I saw the following:
Oracle Database 10g CRS Release 10.2.0.4.0 Production Copyright 1996, 2008 Oracle. All rights reserved.
+[    CSSD]2010-03-29 16:31:20.221 >USER: Copyright 2010, Oracle version 10.2.0.4.0+
+[    CSSD]2010-03-29 16:31:20.221 >USER: CSS daemon log for node njzdb12, number 2, in cluster crs+
+[ clsdmt]Listening to (ADDRESS=(PROTOCOL=ipc)(KEY=njzdb12DBG_CSSD))+
+[    CSSD]2010-03-29 16:31:20.230 [1] >TRACE: clssscmain: local-only set to false+
+[    CSSD]2010-03-29 16:31:20.240 [1] >TRACE: clssnmReadNodeInfo: added node 1 (njzdb11) to cluster+
+[    CSSD]2010-03-29 16:31:20.247 [1] >TRACE: clssnmReadNodeInfo: added node 2 (njzdb12) to cluster+
+[    CSSD]2010-03-29 16:31:20.255 [5] >TRACE: clssnm_skgxninit: initialized skgxn version (2/0/Hewlett-Packard SKGXN 2.0+
+)+
+[    CSSD]2010-03-29 16:31:30.296 [1] >TRACE: clssnmNMInitialize: misscount set to (600)+
+[    CSSD]2010-03-29 16:31:30.298 [1] >TRACE: clssnmNMInitialize: Network heartbeat thresholds are: impending reconfig 300000 ms,+
reconfig start (misscount) 600000 ms
+[    CSSD]2010-03-29 16:31:30.303 [1] >TRACE: clssnmDiskStateChange: state from 1 to 2 disk (0//dev/vgcrs1/rvote_256m_01)+
+[    CSSD]2010-03-29 16:31:30.304 [6] >TRACE: clssnmvDPT: spawned for disk 0 (/dev/vgcrs1/rvote_256m_01)+
+[    CSSD]2010-03-29 16:31:30.307 [1] >TRACE: clssnmDiskStateChange: state from 1 to 2 disk (1//dev/vgcrs2/rvote_256m_02)+
+[    CSSD]2010-03-29 16:31:30.308 [7] >TRACE: clssnmvDPT: spawned for disk 1 (/dev/vgcrs2/rvote_256m_02)+
+[    CSSD]2010-03-29 16:31:30.310 [1] >TRACE: clssnmDiskStateChange: state from 1 to 2 disk (2//dev/vgcrs3/rvote_256m_03)+
+[    CSSD]2010-03-29 16:31:30.312 [8] >TRACE: clssnmvDPT: spawned for disk 2 (/dev/vgcrs3/rvote_256m_03)+
+[    CSSD]2010-03-29 16:31:32.314 [6] >TRACE: clssnmDiskStateChange: state from 2 to 4 disk (0//dev/vgcrs1/rvote_256m_01)+
+[    CSSD]2010-03-29 16:31:32.314 [7] >TRACE: clssnmDiskStateChange: state from 2 to 4 disk (1//dev/vgcrs2/rvote_256m_02)+
+[    CSSD]2010-03-29 16:31:32.317 [9] >TRACE: clssnmvKillBlockThread: spawned for disk 0 (/dev/vgcrs1/rvote_256m_01) initial sleep+
interval (1000)ms
+[    CSSD]2010-03-29 16:31:32.317 [10] >TRACE: clssnmvKillBlockThread: spawned for disk 1 (/dev/vgcrs2/rvote_256m_02) initial slee+
p interval (1000)ms
+[    CSSD]2010-03-29 16:31:32.318 [6] >TRACE: clssnmReadDskHeartbeat: node(1) is down. rcfg(9) wrtcnt(8169) LATS(5115064) Disk las+
tSeqNo(8169)
+[    CSSD]2010-03-29 16:31:32.318 [7] >TRACE: clssnmReadDskHeartbeat: node(1) is down. rcfg(9) wrtcnt(8169) LATS(5115065) Disk las+
tSeqNo(8169)
+[    CSSD]2010-03-29 16:31:32.324 [8] >TRACE: clssnmDiskStateChange: state from 2 to 4 disk (2//dev/vgcrs3/rvote_256m_03)+
+[    CSSD]2010-03-29 16:31:32.326 [11] >TRACE: clssnmvKillBlockThread: spawned for disk 2 (/dev/vgcrs3/rvote_256m_03) initial slee+
p interval (1000)ms
+[    CSSD]2010-03-29 16:31:32.327 [1] >ERROR: Internal Error Information:+
Category: 1234
Operation: scls_scr_setval
Location: open
Other: cant open file
Dep: 2
+[    CSSD]2010-03-29 16:31:32.327 [1] >ERROR: clssscSclsFatal: failure 8 reading fatal mode+
+[    CSSD]2010-03-29 16:31:32.327 [1] >ERROR: ###################################+
+[    CSSD]2010-03-29 16:31:32.327 [1] >ERROR: clssscExit: CSSD aborting+

UCCX script check "which agents not ready" and turn on MWI

Hi!
Is there a way to check which agents that are "not ready" i.e gather user-id and extension?
Then i want to use this "extension information" to light up the MWI on the "not ready" agents Cisco phones maybe by using unity and ctiports
to turn on the MWI.
OR do i need DB access to the UCCX to gather realtime of the agents name + extension + status?
Somebody tried something similar before?
Thx Mikael

Its new but I like it!
I would database dip back into the UCCX database (find the scheme guides online in the reporting guide) check status and gather all agent ID's / extensions they are logged into.
Then do a for loop and a place call to the MWI number with the correct CSS on the CTI ports to do so... the interesting part is going to be turning them off!
I would say you could make a UCCX thats runs more like a service with an trigger point and a service based TCL script on a router to hit that number every so often to launch it like a service.
Or if your any good at coding you could write a small service and use something like OSIP(C Library) to trigger the MWI points over a custom built SIP trunk into CUCM with the service. Tons of ways to skin a cat depending on your time and knowledge level.
Chad

Get Reporting Statistic - Not Ready Resources

Hi All - I have a script that currently checks for LOGGED IN agents .. If there are none, it goes to a voicemail. We have agents all over the globe and unfortunatly some stay LOGGED IN, but in a NOT READY state. Therefore the call goes into queue, and not routed to the voicemail.
Does anyone know, if I change the "get reporting statistic" to look for NOT READY agents, vs. LOGGED IN agents, does it consider agents on a call "not ready"? Or will it look for agents that specifically put themselves into a NOT READY state?
Thanks
Jeff

Hello Jeff, the agents on an active call will not count for the Not Ready state. When receiving the call (ringing) they will be placed in Reserved state; while the call is connected they will be in Talking state and after the call ends they could be placed in Work state for a while.
HTH
Pablo

UCCE Not Ready Reason Code Removed after Internal Call

Here is the scenario. Agent puts themselves Not Ready which we have set to require a Not Ready reason. They enter the reason and go about their business. Someone internally calls their extension for whatever reason. The agent takes the call and hangs up. It seems they are left Not Ready but the reason for being Not Ready is removed. They are now in a undefined not ready code. Can it be set to put them back in the Not Ready Reason they were prior to the internal call? Here is what we are running:
CUCM: 8.0.3.21900-8
ICM: 8.0(3) (8.0 SR 8.03)
CTIOS: 8.0(3)
CAD: 8.0(1) (build: 8.0.1.47)
JTAPTI: 8.0(3.10000)

Hi Brad,
As I understand that the agent before receiving the internal call the agent already went to Not Ready. So after the internal call depending on the wrap-up setting agent will either go to the wrap-up node or directly to the Not Ready state.
If agent goes to wrap-up then need to provide the wrap-up code and after wrap-up need to select Ready or Not Ready. In this case agent will not get any option to select Not Ready. Because prior receiving the inter call the agent was in Not Ready state. By default this is how it works.
But if you use CTIOS agent desktop then with customizing the call event. For example customize the CTIOS code in such was that for internal calls after agent press the wrap-up complete button instead of going back to previous event it will go to the Not Ready event.
Unfortunately for your case it will not work as you are using CAD.
Thanks,
Ashfaque

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.

Agent reserved state set to Not Ready

HI
I get this error very randomly on CAD with one agent .
"your agent state has been set to not ready by the pim because some calls were routed to you and haven't been received.Please ask your administrator for help."
no issue with agent desk settings,device target or with PG user.
>login on different phones still same issue.
please suggest.

Now we are getting this error on multiple agents randomly.
we found this error on cmpg
15:25:06:620 pg4A-pim1 Trace: FreePreRoutedCall: Head Inst: N26008 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(149897/92397)
15:25:08:088 pg4A-pim1 Trace: TelephonyDriver::CSTASupervisorAssist: No dialed number for ID -1
15:25:08:088 pg4A-pim1 Trace: DeskLinkPeripheral::SetAlert - (TelephonyDriver::CSTASupervisorAssist) Setting ERROR Alert #9 - 15:25:8 DialedNumber

VcmFailure received: Not Ready

Hi,
I get an error which i cant figure out :-
steps followed :
1> upgrade of WebAS 640 to SP17 on the JDI server
2> successful import of SAP-JEE, BUILDT, & JTECH into a track
3> failure of MSS & ESS package imports into CMS
4> error message specified at the end of the post, which is when the import process completed it's run
5> upon repeated trials of import the portal hangs and is no longer accessible [http://server:port/irj/portal]
only option it then to reset it, to get it to work again, at this time the error log in not written
6> the jlauch process swells to 800M, there is 3.71 gb free space on the hdd, sql server has 1100 M free space
with respect,
amit
Info:Starting Step Repository-import at 2006-12-16 10:55:58.0860 +13:00
Info:Component:sap.com/SAP_MSS
Info:Version :MAIN_xss04VAL_C.20060707030624
Info:1. PR is of type TCSSoftwareComponent
Fatal Exception:com.sap.cms.tcs.interfaces.exceptions.TCSCommunicationException: communication error: VcmFailure received: Not Ready [(pre||post)-condition failed: Not Ready]:communication error: VcmFailure received: Not Ready [(pre||post)-condition failed: Not Ready]
com.sap.cms.tcs.interfaces.exceptions.TCSCommunicationException: communication error: VcmFailure received: Not Ready [(pre||post)-condition failed: Not Ready]
at com.sap.cms.tcs.client.DTRCommunicator.integrateChangelist(DTRCommunicator.java:382)
at com.sap.cms.tcs.core.RepositoryImportTask.processRepositoryImport(RepositoryImportTask.java:295)
at com.sap.cms.tcs.core.RepositoryImportTask.process(RepositoryImportTask.java:500)
at com.sap.cms.tcs.process.ProcessStep.processStep(ProcessStep.java:77)
at com.sap.cms.tcs.process.ProcessStarter.process(ProcessStarter.java:179)
at com.sap.cms.tcs.core.TCSManager.importPropagationRequests(TCSManager.java:376)
at com.sap.cms.pcs.transport.importazione.ImportManager.importazione(ImportManager.java:216)
at com.sap.cms.pcs.transport.importazione.ImportQueueHandler.execImport(ImportQueueHandler.java:585)
at com.sap.cms.pcs.transport.importazione.ImportQueueHandler.startImport(ImportQueueHandler.java:101)
at com.sap.cms.pcs.transport.proxy.CmsTransportProxyBean.startImport(CmsTransportProxyBean.java:583)
at com.sap.cms.pcs.transport.proxy.CmsTransportProxyBean.startImport(CmsTransportProxyBean.java:559)
at com.sap.cms.pcs.transport.proxy.LocalCmsTransportProxyLocalObjectImpl20.startImport(LocalCmsTransportProxyLocalObjectImpl20.java:876)
at com.sap.cms.ui.wl.Custom1.importQueue(Custom1.java:1170)
at com.sap.cms.ui.wl.wdp.InternalCustom1.importQueue(InternalCustom1.java:2162)
at com.sap.cms.ui.wl.Worklist.onActionImportQueue(Worklist.java:880)
at com.sap.cms.ui.wl.wdp.InternalWorklist.wdInvokeEventHandler(InternalWorklist.java:2338)
at com.sap.tc.webdynpro.progmodel.generation.DelegatingView.invokeEventHandler(DelegatingView.java:87)
at com.sap.tc.webdynpro.progmodel.controller.Action.fire(Action.java:67)
at com.sap.tc.webdynpro.clientserver.task.WebDynproMainTask.handleAction(WebDynproMainTask.java:101)
at com.sap.tc.webdynpro.clientserver.task.WebDynproMainTask.handleActionEvent(WebDynproMainTask.java:304)
at com.sap.tc.webdynpro.clientserver.task.WebDynproMainTask.execute(WebDynproMainTask.java:659)
at com.sap.tc.webdynpro.clientserver.cal.AbstractClient.executeTasks(AbstractClient.java:59)
at com.sap.tc.webdynpro.clientserver.cal.ClientManager.doProcessing(ClientManager.java:251)
at com.sap.tc.webdynpro.serverimpl.defaultimpl.DispatcherServlet.doWebDynproProcessing(DispatcherServlet.java:154)
at com.sap.tc.webdynpro.serverimpl.defaultimpl.DispatcherServlet.doContent(DispatcherServlet.java:116)
at com.sap.tc.webdynpro.serverimpl.defaultimpl.DispatcherServlet.doPost(DispatcherServlet.java:55)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:760)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:853)
at com.sap.engine.services.servlets_jsp.server.HttpHandlerImpl.runServlet(HttpHandlerImpl.java:390)
at com.sap.engine.services.servlets_jsp.server.HttpHandlerImpl.handleRequest(HttpHandlerImpl.java:264)
at com.sap.engine.services.httpserver.server.RequestAnalizer.startServlet(RequestAnalizer.java:347)
at com.sap.engine.services.httpserver.server.RequestAnalizer.startServlet(RequestAnalizer.java:325)
at com.sap.engine.services.httpserver.server.RequestAnalizer.invokeWebContainer(RequestAnalizer.java:887)
at com.sap.engine.services.httpserver.server.RequestAnalizer.handle(RequestAnalizer.java:241)
at com.sap.engine.services.httpserver.server.Client.handle(Client.java:92)
at com.sap.engine.services.httpserver.server.Processor.request(Processor.java:148)
at com.sap.engine.core.service630.context.cluster.session.ApplicationSessionMessageListener.process(ApplicationSessionMessageListener.java:33)
at com.sap.engine.core.cluster.impl6.session.MessageRunner.run(MessageRunner.java:41)
at com.sap.engine.core.thread.impl3.ActionObject.run(ActionObject.java:37)
at java.security.AccessController.doPrivileged(Native Method)
at com.sap.engine.core.thread.impl3.SingleThread.execute(SingleThread.java:100)
at com.sap.engine.core.thread.impl3.SingleThread.run(SingleThread.java:170)
Info:Step Repository-import ended with result 'fatal error' ,stopping execution at 2006-12-16 23:30:24.0341 +13:00

Hi Marc,
thank you for the assistance.
my max DB connections in the JDBC driver is 80.
with respect,
amit
here is the defaultTrace error message which keeps recurring :
#1.5#000F1FF8D9F4001C0000258700002FE8000425421F937704#1166865834700#com.sap.engine.services.dbpool##com.sap.engine.services.dbpool######48d551d0909811dbb684000f1ff8d9f4#Thread[CBS Resource Orc,10,SAPEngine_System_Thread[impl:5]_Group]##0#0#Error#1#/System/Server#Java#dbpool_0300##ResourceException in method ConnectionFactoryImpl.getConnection(): com.sap.engine.services.connector.exceptions.BaseResourceException: Cannot get connection for 120 seconds. Possible reasons: 1) Connections are cached within SystemThread(can be any server service or any code invoked within SystemThread in the SAP J2EE Engine), 2) The pool size of adapter "SAPEPDDB" is not enough according to the current load of the system or 3) The specified time to wait for connection is not enough according to the pool size and current load of the system. In case 1) the solution is to check for cached connections using the Connector Service list-conns command, in case 2) to increase the size of the pool and in case 3) to increase the time to wait for connection property. In case of application thread, there is an automatic mechanism which detects unclosed connections and unfinished transactions.#3#ResourceException#ConnectionFactoryImpl.getConnection()#com.sap.engine.services.connector.exceptions.BaseResourceException: Cannot get connection for 120 seconds. Possible reasons: 1) Connections are cached within SystemThread(can be any server service or any code invoked within SystemThread in the SAP J2EE Engine), 2) The pool size of adapter "SAPEPDDB" is not enough according to the current load of the system or 3) The specified time to wait for connection is not enough according to the pool size and current load of the system. In case 1) the solution is to check for cached connections using the Connector Service list-conns command, in case 2) to increase the size of the pool and in case 3) to increase the time to wait for connection property. In case of application thread, there is an automatic mechanism which detects unclosed connections and unfinished transactions.#
#1.5#000F1FF8D9F4001C0000258800002FE8000425421F94B5A2#1166865834778#com.sap.engine.services.dbpool##com.sap.engine.services.dbpool######48d551d0909811dbb684000f1ff8d9f4#Thread[CBS Resource Orc,10,SAPEngine_System_Thread[impl:5]_Group]##0#0#Error#1#/System/Audit#Java###Exception #1#com.sap.engine.services.dbpool.exceptions.BaseSQLException: ResourceException in method ConnectionFactoryImpl.getConnection(): com.sap.engine.services.connector.exceptions.BaseResourceException: Cannot get connection for 120 seconds. Possible reasons: 1) Connections are cached within SystemThread(can be any server service or any code invoked within SystemThread in the SAP J2EE Engine), 2) The pool size of adapter "SAPEPDDB" is not enough according to the current load of the system or 3) The specified time to wait for connection is not enough according to the pool size and current load of the system. In case 1) the solution is to check for cached connections using the Connector Service list-conns command, in case 2) to increase the size of the pool and in case 3) to increase the time to wait for connection property. In case of application thread, there is an automatic mechanism which detects unclosed connections and unfinished transactions.
     at com.sap.engine.services.dbpool.cci.ConnectionFactoryImpl.getConnection(ConnectionFactoryImpl.java:59)
     at com.sap.tc.cbs.dbapi.fw.CbsDbPool.getConnection(CbsDbPool.java:73)
     at com.sap.tc.cbs.server.db.impl.DBAccess.getConnection(DBAccess.java:99)
     at com.sap.tc.cbs.server.rt.impl.ResourceOrc.act(ResourceOrc.java:182)
     at com.sap.tc.cbs.server.rt.impl.CourteousTimer.run(CourteousTimer.java:104)
     at java.lang.Thread.run(Thread.java:534)
Caused by: com.sap.engine.services.connector.exceptions.BaseResourceException: Cannot get connection for 120 seconds. Possible reasons: 1) Connections are cached within SystemThread(can be any server service or any code invoked within SystemThread in the SAP J2EE Engine), 2) The pool size of adapter "SAPEPDDB" is not enough according to the current load of the system or 3) The specified time to wait for connection is not enough according to the pool size and current load of the system. In case 1) the solution is to check for cached connections using the Connector Service list-conns command, in case 2) to increase the size of the pool and in case 3) to increase the time to wait for connection property. In case of application thread, there is an automatic mechanism which detects unclosed connections and unfinished transactions.
     at com.sap.engine.services.connector.jca.ConnectionHashSet.match(ConnectionHashSet.java:272)
     at com.sap.engine.services.connector.jca.ConnectionManagerImpl.allocateConnection(ConnectionManagerImpl.java:189)
     at com.sap.engine.services.dbpool.cci.ConnectionFactoryImpl.getConnection(ConnectionFactoryImpl.java:51)
     ... 5 more

CAD "Select reason for not ready" not appearing for some agents? Please help!

Hi all,
I have some users who when they click on 'Not Ready' in CAD (Cisco Agent Desktop) - they are not presented with the 'Select Reason for Not Ready' dialog box - it just goes straight to Not Ready.
I have searched high and low but have not found any suitable results (maybe I'm doing it all wrong?).
Anyway - we use CUCM
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-parent:"";
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin-top:0cm;
mso-para-margin-right:0cm;
mso-para-margin-bottom:10.0pt;
mso-para-margin-left:0cm;
line-height:115%;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;
mso-fareast-language:EN-US;}
8.0.2.40000-1 and UCCX
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-parent:"";
mso-padding-alt:0cm 5.4pt 0cm 5.4pt;
mso-para-margin-top:0cm;
mso-para-margin-right:0cm;
mso-para-margin-bottom:10.0pt;
mso-para-margin-left:0cm;
line-height:115%;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;
mso-fareast-language:EN-US;}
8.0.2.10000-41.
Version 8.0(2) of CAD.
Works for some agents and not others. All the same Windows operating system.
Is there an individual setting which needs to be set on each user in CUCM or UCCX in order for this to be triggered?
I would've thought it was universal?
Cheers,
Brett

Ahhhh, spot on.
Can't believe I missed it...
Cisco Desktop Administrator (go) > Personnel > Agents > Set appropriate 'Work Flow Group'
Agent logs out of and closes CAD, opens and logs back into CAD, tested, solved.
Many thanks again

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.

Is there a setting in UCCX for long an agent phone rings before it sets him to NOT READY?

Greetings,
This is a new install, version 8.5.1.11..2-22, and we're in the testing phase. So, when calls are presented to an agent the phone rings for about 3 seconds (maybe 5) and then the agent is placed in the NOT READY state on the CAD and the call is presented to the next available agent. And the same thing happens, his phone rings for about 3 seconds (maybe 5) and then he's placed on NOT READY and if there is another agent the pattern repeats.
IF you have the phone set to auto-answer with speakerphone - the call connects
IF the agent is fast enough to answer via the CAD gui - the call connects
So, I'm thinking there must be a setting buried somewhere we've missed on how long the agent phone will ring before the system puts him on NOT READY. Or could it be something else?
Thanks for your time and attention!
Keith

The script is the culprit. So do I get credit for correctly answering my own question?

Agent is not ready but appearing ready in cisco agent desktop

Hi All,
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.
Regards,
Muhammad Atif Butt

Thoughts please

PO is not receiving internal mail address and vendors are getting PO .

Dear all ,
If the user send Purchase order in SAP through mail for (Ex: itpurchaseordercompany.com and yyycompany.com, the purchase orders are not receving to the above mentioned e-mail id , But the external vendors are receiving the mail correctly,
Kindly suggest why the mail is not receiving internal employee mail id's
Kindly advise
Regards

Please check transaction SCOT/SOST. Check the send orders state and traces there.
Markus

Help Agents remember when not ready

I have a small group of nurses that take calls. These nurses for the last year have issues with RONA calls and not going ready again. They are nurses and there is no changing their behavior.
Late at night when there is only one possably two nurses on shift I need to figure out a way for ICM to alert them of calls in queue if they are in a not ready or logged off state. I have accomplished part of this by sending calls to a shared line on all their phones.
I use an if statement SkillGroup.Nurse_EN_L1_SG.LoggedOn>0
Trouble is when they RONA they go Not Ready. I tried changing to SkillGroup.Nurse_EN_L1_SG.NotReady>0 but now when they are in a talking state the calls in queue ring the shared line. Not what I was striving for.
Does anyone have a good solution to check the many states an agent could be in?
I thought about checking RouterLongestCallQ but becasue of the nature of the calls they get that was not sutable.
Thanks for any suggestions!

You could check:
SkillGroup.Nurse_EN_L1_SG.Ready<1
Keep in mind that Ready is not the same thing as Avail. Ready is basically any state other than NotReady or WorkNotReady. If you only route to the shared line when there is no one Ready, you can keep calls queued if they are actually logged in taking calls. Checking for NotReady>0 will route to that shared line even if only one of the nurses is in a NotReady state. That was kind of a roundabout way of explaining it, but I think the above should work out for you.

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.

Not Ready Agents Receive Internal Cals

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