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.

Similar Messages

IPCC - agent stuck in reserved state

HI
I have a problem, Desktop agent goes in reserved state are using Cisco Contact Center Express 7.0(1)_Build168 This contact Center is integrated with CUCM 7.1.3.30000-1.
Logs attached .
PD:I already checked the CSS configuration of the agents and cti ports.

Hi Carrion
The problem is when the call is transferred from UCCX CTI port to your agent:
602574: Jun 15 19:28:34.161 COT %MIVR-SS_TEL-7-UNK:CallID:114 MediaId:1342/1 Task:18000000195 consultWithoutMedia gets CiscoJtapiException: 0x8ccc0088(CTIERR_CONSULT_CALL_FAILURE)::Consult Call Failure
602575: Jun 15 19:28:34.161 COT %MIVR-ALARM_MGR-3-UNK:MIVR alarmwriter queue is full some alarms will be dropped
602576: Jun 15 19:28:34.161 COT %MIVR-SS_TEL-3-CONSULT_FAILED:Consult failed: All Call ids=CallID:114 MediaId:1342/1 Task:18000000195,Extension=6058,Exception=com.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException: ,Failure reason=consult gets error 0x8ccc0088=CTIERR_CONSULT_CALL_FAILURE
602577: Jun 15 19:28:34.161 COT %MIVR-SS_TEL-3-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException:
So the call gets placed back into the queue and then fails to dispatch succssfully to the agent again.
Can you please confirm how you are making these calls, are they from the PSTN or internally to the UCCX?
Also please check MTP and make sure you have allowed media resources as the system has to beable to place the call on hold while it transfer.

Agent get stucked in Reserved State

HI CUCCE gurus,
Need assistance on this issue. In our remote office, our Sales Team has a linegroup setup, the Sales extensions are part of the linegroup and at the same time its their ACD line when they logged in to Cisco Agent Desktop.
The issue is, when they got a call from the linegroup their CAD state change to "Reserved" and it stuck from that state and nothing they can do to change the state but to logoff, close the apps and log back in.
I enabled debug on once of the Sales CAD (see attached output).
Any troubleshooting tips that you can advise or detailed steps to check from our system.
Our CAD is 7.X
Our CUCCE is 7.X
Our CUCM 7.X
Thank you.

Hi Jhun,
Agent stuck in reserved state it means, the ICM has reserved the agent, but the call is not getting delivered to the agent extension.
If you are using SIP trunk, you would probably need to check the CSS and Partitions over the trunk. Also, any recent changes made on the CSS of the SIP trunk you would need to reset the SIP trunk.
The CSS on the SIP trunk should contain the partition of the phone.
Also, you would need to check on the Agent targetting rule in the config manager of the ICM. The agent extensions should be added to the Agent targetting rule
Hope this helps!!!
Cheers,
Dass
Please rate useful posts

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
Please rate helpful posts by clicking on the stars below the right answers !!

Using SUN Ray thin client for UCCE CAD Agents

Hi,
Does anyone tested the thin client SUN Ray for Cisco Agent Desktops? Is this supported by Cisco?
We know that Cisco supports Citrix for Cisco Agent Desktop but using thin client for IP Communicator is not supported at all.
Thanks.

I guess it all depends on what the SunRay client is connecting to? If it's a VDI, terminal server, or something else as long as that platform is supported by Cisco/CAD then it should be okay - after all the SunRay is just a way of connecting to a desktop environment that then runs the CAD software.
Hope you're SunRay deployment goes well!
Jeff

Cisco Agent Desktop stuck in Reserved

Hi guys...
we have a UCCE 7.5.7 with CAD 7.5.8... what we have found is that when there is a large volume of inbound calls the CAD gets stuck in Reserved state for 30 seconds before it gets a call...
Investigating this i came accross a reference that this happens when an Agent is reserved for an inbound call but the customer hangs-up at that very moment the agent was reserved...
now... 30 seconds is quite a long time for an agent to be Reserved without doing any work... is it possible to change this behaviour and maybe cut the timer down to 5 seconds which would be acceptable...
thnx

I would use your lab system and try the registry setting RouteRequestTimeout (default is 30000 so probably msecs).
\ICM\\PGn[A,B]\PG\CurrentVersion\PIMS\pimN\EAGENT\Data\Config
I don't know if this is correct, of course. But it looks tantalizing
Regards,
Geoff

UCCX 7.0 - Agents in reserved state and calls stuck in CSQ

Hello all,
I have got a following issue with our UCCX 7.0 installation - there is a team of agents and some of them intermittently stuck in reserved state for no reason.
I went to real-time reporting and found lot of calls stuck in CSQ, which I believe is related.
Other teams (which uses different IVR scripts) are not having these kind of problem - that led me to conclusion that something may actually be wrong with the scirpt itself. I am going to add "dequeue" step before "Goto VOICEMAIL" under transfer menu for all three options, but not quite sure if that is cause and solution for the problem. Could you guys take a quick look on attached script, I might be missing some part of picture here.
Thank you in advance,
Peter

Hi
Some things to check first:
1) Agents are not members of pickup groups - this is a common cause of such problems
2) Do the agents all receive calls sometimes? Are they all in the same partition? Verify that the UCCX CTI ports can call all of the agents...
3) Check the release notes : http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf
There is an 'unsupported actions' section that lists things agents should not do on Page 15 onwards. Pickup is the most problematic of these, but others are very common causes of stuck-in-reserved and stuck calls.... far more common than scripting errors. If in doubt, disable the options (by removing pickup groups from their lines, and assigning a softkey set that doesn't include the listed keys) and see how it goes...
I've had a quick look over your script and see no major cause for concern.
Regards
Aaron
Please rate helpful posts...

Agent reserved state

Hello. Is available CUCM 4.3(2)sr1b and UCCX Enhanced 6.0(1)sr01. Periodically (1-3 times a day) agents pass to reserved state and can be in reserved state different time. Forum messages on a theme are seen, but the problem remains.
I give an example. CallID - 26248, agent - 1004. The agent remained in reserved state 0:02:06 AM.
19438482: Sep 04 16:20:14.729 MSD %MIVR-SS_TEL-7-UNK:CallID:26248 MediaId:125034/1 Task:21000060839 waiting for consultative transfer or conference to finish before transferring to extn: 1004, transferStart=true, conferenceStart=false, termConnState=4, disconnected=false
19438704: Sep 04 16:21:15.603 MSD %MIVR-SS_RM-7-UNK:checkContacts(), agent's Reserved duration:60874 Threshold:20000
19438928: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-7-UNK:checkContacts(), agent's Reserved duration:125873 Threshold:20000
19438929: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-3-CLEANUP_STUCK_CONTACT:Removed stuck contact: The name of the method that invoked another method=125034/1
19438930: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-7-UNK:Processing msg: SessionCancelledMsg (Rsrc:125034/1 Cause:SESSION_CANCELLED_CAUSE_CONTACT_DROPPED)
19438990: Sep 04 16:22:20.602 MSD %MIVR-SS_RM-7-UNK:Rsrc: Operator4 New State:AVAILABLE Old State:RESERVED Reason code:0

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

UCCE 7.5.8 with CAD Agents sitting in India

Hi all,
I've got a scenario and am looking for some inputs.
I've got a centralized CUCM 7.1.3 with UCCE 7.5.8 and CAD 7.5.8. Today I only phones at our India office and all is working perfectly fine with no issues. I am looking into having CAD agents sitting at this office connecting UCCE environment back in California. I've done some testings with CAD agent installed in India and so far all is looking good. It takes about 60-80 seconds from the CAD login screen to completely login to CAD.My concern is the round-trip delay between Ca and India, it's about 290-300ms round-trip.
Questions:
Has anyone successfully deployed this type of scenario ? please share your experience !!!
Has anyone used WAAS to help accelerate CAD login process ?
Thanks in advance !!! and I appreciate any inputs/suggestions
D.

[email protected] you know if CAD supervisor can monitor agent using CTIOS desktop ?
Here is your answer I hope it is useful for you .
UCCE 8.5 SRND page 198
Support for Mix of CAD and CTI OS Agents on the Same PG
Unified CCE deployments can support a mix of CAD and CTI OS agents on the same PG. If a mix is deployed, the sizing limitations of CAD apply.
Note that Cisco Supervisor Desktop (CSD) can monitor only CAD agents, and the CTI OS supervisor application can monitor only CTI OS agents.
Cisco Agent Desktop, Supervisor Desktop, and CTI OS cannot co-exist with Cisco CallManager PG; the configuration of agents and supervisors must be kept separate. Cisco Supervisor Desktop cannot be used to monitor a CTI OS agent desktop, nor can a CTI OS supervisor monitor a Cisco Agent Desktop agent.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/srnd/5x_6x/c5desktp.html
Regards
Irfan Tariq

UCXX agent are reserved state

IN UCXX 7.0 , every day two to three times ucxx agent are getting reserved starte, then we are restaring the CXX services.
As per cisco document, I enable the interruptible option under the palyprompt, but no any success.

Hi
To figure out precisely the cause of the issue we will require in MIVR/CAD trace analysis. I will suggest you to open a TAC case in this regard.
Thank you
Anuj

CCX CAD hang on reserved state

Hi,
We have CCM and CCX.When CAD in reserve state it hangs and we need to restart the CAD and login in again.Secondly on status bar i see partial status.
Please help me on this
Regards,
Asim

Call manager version: 7.1.3.32900-4
IPCC Version: 7.0(1)SR05_Build504
CAD Version: 6.6(1) Build 6.6.1.400
Call recording service is down in CAD
This problem starts automatically.
I have check the configuration and also restarted services in CAD but the problem still persists

CCX - In CAD software agent goes into Reserved status.

I have CCX 7.0 & CCM 7.1.
In CAD software agent goes into Reserved status when a call hit to the agent & the agent is not able to take the call as all icons are greyed out. And this is happening to few agents only while for other agents its working fine.
Can anyone suggets a solution.
Rgds,
Kiran Savalsang.

Or more accurately - ensure that the CSS that is assigned to the CTI ports includes the partition in which the agent DNs are configured.
They don't all need to be the same CSS, OR the same Partition.
Aaron
Please rate helpful posts..

CAD Agent Email stuck in loading

Hello,
We have configured Global Settings for Agent Email functionality, created an email CSQ, associated a Skill with it and assigned that skill to an agent.
When testing Agent Email from a Windows XP box with IE 8 and JRE 1.6.20, everything works like a charm.
From a Windows 7 box with IE 9 and JRE 1.6.20, the Agent Email in CAD stays stuck in loading with an Email Log Out status at the bottom.
Anybody has any insight?
Thanks in advance,
Paulo Silva

Hi Paulo,
Be sure that the correct version of Java is installed on the agent PC, the best way to complete this is to uninstall all Java versions from the agent PC, then load CAD and allow CAD to download the version it needs to work correctly, Java 1.6.0 update 17. Then configure Java for CAD per the following guide, page 76
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf
As you have mentioned on windows XP with IE 8 and JRE 1.6.20 works fine, can you please try
IE 8 and JRE 1.6.20 on Windows 7 and check.
Hope it helps.
Anand
Please rate helpful posts!!

CAD Agent Unable to Login due PGUser Association in CUCM

Hi all, hope everyone is well.
I am running a UCCE 7.5.8 environment with CAD 7.5.8 and CUCM 7.1.3 I am having some CAD agent suddenly unable to login to CAD due the following error "An unknow failure was receved from the Cisco Unified Communication Manager. You may have entered an incorrect ID, password, or extension. Verify your entries are correct and try again."
The fix is to dis-associate and re-associate the device with the PGUser in CUCM even though the device shows it's already associated with the PGUser. Has anyone run into this issue ? I am trying to understand the root cause.
Thanks all in advance !! I appreciate any inputs / suggestions !!
Danny

Hi,
yes, unfortunately, I have seen this many times working with the ICM 7.x or 7.5.x release train. Always talked to TAC, always installed an ES, but somehow, mystically, the problem went away when upgraded to ICM 8.0(x).
Looks like a design flaw.
Did you talk to TAC yet?
G.

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

Ucce cad agent stuck in reserved state

Similar Messages

Maybe you are looking for