(UCCE) CUIC - Interval Boundary & Agent Not Ready

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.
For example:
Time=12:10:00 Agent NotReady state transition
Time=12:11:00 Agent Ready state transition, AgentEventDetail.Duration=60
Time=12:25:00 Agent NotReady state transition
Time=12:30:00 Interval boundary change, AgentEventDetail.Duration=300
Time=13:00:00 Interval boundary change, AgentEventDetail.Duration=1800
Does that mean that if an agent enters the NotReady state at 1:45 and enters Ready state at 2:15, both the 2:00 and 2:30 intervals will reflect 15 mins?
thanks,
will

As for the Not Ready Value being higher than the sum of reason codes, if you have any codes defined outside of the ones in the report (0-9, 50002, 50003, 50004, 50010, 50020, 50030, 50040, 50041, 50042, 32767, 20001, 20002, 20003), they will not show in the report.
It looks like this is an issue with the way the report is built. The NotReadyTime total is coming directly Agent_Interval, not Agent_Event_Detail, so that should be accurate. From your original screenshot, I suspect that the interval calculation in the report is wrong. It looks like the 30-minute report durations are getting rolled into one interval, while the durations less than 30 minutes get rolled into another. For example, the 18:00 Interval in your first screenshot should likely have 29:21 under Lunch, while the 20:00 interval should have 0:00:37 under Lunch.
I think the culprit is the "Interval" calculation for AuxReason. Any Agent_Event_Detail.DateTime value that's exactly at an interval boundry should be counted in the previous interval. I notice in my Agent_Event_Detail table, that sometimes when Duration=1800, the DateTime is exactly on an interval, and sometimes the DateTime is 1 second before an interval boundary.
-Jameson

Similar Messages

Agent31 - agent not ready details - report

Dear All,
We are in the position to provide explanation to the customer about the agent31 - agent not ready details report
I herewith attached the screen shot of report, where i can see not ready duplicated two times as below
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
If the agent is not in Not Ready state, a request is made toplace the agent in Not Ready state and then a logout requestis made to log the agent out.
But customer doesn't use CAD they use web based customized cti tool.
Please update with clarification or your idea.
with Regards,
Manivannan

Hi,
actually, the report shows what the ICM historical database tables contain - they contain what was written into those tables - ICM writes there whatever it was instructed to.
So if your web based custom agent tool writes 20003 (or anything), then it will appear in the report.
G.

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

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

Login duration (total login) is incorrect in Agent Not Ready Detail

Hi All,
We have deployed the PCCE 10, and CUIC 10, and downloaded Cisco reporting template CCE_AF_Historical template.
When we checked the report login duration show as some 0-2037:0-31:0-48 (not readable value is coming all agents).
Since we are using cisco default template we didnt change anything on the sql query. i here with attached the sql query
what i have understood from this issue is , it is not valditating the Event valuein the following area
AgentLogOutDetails(ALODSkillTargetID, ALODLoginDateTime, TotalLoginTime, ALODEvent) AS
(Select aed.SkillTargetID,
aed.LoginDateTime,
TotalLoginTime = DATEDIFF(ss,LoginDateTime, DateTime),
aed.Event
From AgentNotReadyDetails aed
WHERE Event = 2),
SELECT SkillTargetID = ANRDU.SkillTargetID,
LoginDateTime = ANRDU.LoginDateTime,
TotalLoginTime = CASE WHEN ALOD.ALODEvent = 2 THEN ALOD.TotalLoginTime ELSE DATEDIFF(ss,LoginDateTime, (CASE WHEN DATEDIFF(ss, :end_date, (Select NowTime From Controller_Time)) > 0 THEN :end_date ELSE (Select NowTime From Controller_Time) END)) END,
TotalNotReadyTime = AgentNotReadyTotal.NotReadyTime,
ReasonCode = ANRDU.ReasonCode,
textReasonCode = ISNULL(Reason_Code.ReasonText, ' ')+'['+convert(varchar, ANRDU.ReasonCode)+']',
ReasonCodeDuration = ANRDU.ReasonCodeDuration,
FullName = Person.LastName+', '+Person.FirstName,
perNotReady = CASE WHEN ISNULL(AgentNotReadyTotal.NotReadyTime,0) = 0 THEN 0*1.0 ELSE ISNULL(ANRDU.ReasonCodeDuration,0)*1.0/ISNULL(AgentNotReadyTotal.NotReadyTime,0) END,
perLogon = ANRDU.ReasonCodeDuration*1.0/(CASE WHEN ALOD.ALODEvent = 2 THEN ALOD.TotalLoginTime ELSE DATEDIFF(ss,LoginDateTime, (Select NowTime From Controller_Time)) END),
StartDate = CONVERT(DATETIME, :start_date),
EndDate = CONVERT(DATETIME, :end_date)
FROM AgentNRDuration ANRDU
LEFT JOIN Reason_Code ON ANRDU.ReasonCode=Reason_Code.ReasonCode
LEFT JOIN AgentLogOutDetails ALOD ON (ANRDU.SkillTargetID = ALOD.ALODSkillTargetID
AND ANRDU.LoginDateTime = ALOD.ALODLoginDateTime)
LEFT JOIN AgentNotReadyTotal ON ANRDU.SkillTargetID = AgentNotReadyTotal.SkillTargetID,
Person (nolock),
Agent (nolock),
Media_Routing_Domain
WHERE Agent.PersonID = Person.PersonID
AND Agent.SkillTargetID = ANRDU.SkillTargetID
AND Media_Routing_Domain.MRDomainID = ANRDU.MRDomainID
ORDER BY FullName,
Media_Routing_Domain.EnterpriseName,
LoginDateTime,
textReasonCode
Does any come across this issue please guide us how to resolve it, since it is affecting the customer performance badly.
with Regards,
Manivannan

It sounds like the query is giving you a negative time value of about -85 days. I see a few ways this could happen:
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)
So, I suggest looking at the Agent_Event_Detail table on the AW/HDS to ensure that the DateTime values on Event=2 lines are later than the login times... and also check the NowTime in table Controller_Time to ensure it is correct.
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]
      ,[Event]
      ,[RecoveryKey]
      ,[Duration]
      ,[ReasonCode]
      ,[DbDateTime]
FROM [Agent_Event_Detail]
WHERE Event=2 AND DateTime<LoginDateTime
-Jameson

Problem using workflow - Agent not ready

Dear all, i'm not a workflow expert. I've created a workflow that works correctly when i test it using transaction SWDD, but I have an error of "no agent ready" when i process it using fm SWE_EVENT_CREATE.
the task is defined in this way:
Agent         Expression: &_WF_INITIATOR&
but I also try this:
Agent         User :   ACNDEV (my user)
....and also I try to leave the agent blank.
I call the workflow rasing the event "CREATED" in that way:
VA_CREATOR-OTYPE = 'US'.
VA_CREATOR-OBJID = SY-UNAME.
CALL FUNCTION 'SWE_EVENT_CREATE'
EXPORTING
    objtype                       = 'ZTESTFLOW'
    objkey                        = 'ZTESTFLOW'
    event                         = 'CREATED'
   CREATOR                       = VA_CREATOR
TABLES
   EVENT_CONTAINER               = wi_container
The workflow start but at first task it is stopped with the message "No agent ready".
I already have try in different way, but i don't find any solution.
Anybody can help me ?
Davide

Hi
The possibilities are
1. Instead of making use of the SWE_EVENT_CREATE try to make use of the SAP_WAPI_CREATE_EVENT function module.
2. Try to refresh the organizational assignment from SBWP transaction on menu SBWP-> SETTINGS--> WORKFLOW SETTINGS -
> Refresh organizational environment.
I am sure that when ever you are trying to create or raise a event then it is not mandatory that you have to make the workflow template as general task.. but yes you have to maintain the agent assignment if you want to start the workflow directly like by using SAP_WAPI_START_WORKFLOW.
Also if you are facing this issue with some standard task but not with the workflow template then it is a problem with the agent assignment. in that case make sure that the proper agent assignment settings are maintained for the respective standard task. as mentioned in the above posts.
Regards
Pavan

CUIC Not Ready Reason Code Reporting Issue

We have a single node UCCX 9.0.2 environment with co-resident CUIC used for historical reporting.
When we run the Agent Not Ready Reason Code Summary Report it will only give statistics for the system generated reason codes (the 32XXX ones), even if we choose other reason codes in the filter parameters.
In the attached screenshots you can see where I chose a bunch of other reason codes as filter options, but none of them show on the report. It does the same thing regardless of who runs the report, including the admin super user that's created during installation.
Anyone have any ideas?

We do not run the same version that you are on, however, I would also take a look at the Agent State Detail report and filter by the reason code field.
The report includes a lot of additional data but at least you can get to the actual customized reason code values along with the duration the agent spent in that code per occurrence.
Hope this helps.

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

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).
We're looking to know either
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?
What does CSD show? Can you post a screenshot of the CSD main screen for a team?
Also, please post the traces from Desktop Recording and Statistics Server.

CTI Not ready reason code 50010

Hi ,
We have a UCCE set up 8.0 . Agents automatically going to not ready state. When checked in report it shows Missed Tasks eroor code (50010). It is a default cisco reason code.Can anyone explain the exact reason for this issue .
Thanks,
Rahul

Hi,
the schema handbook says about this error code:
The agent did not receive multiple consecutive calls routed to him/her. The system makes the agent Not Ready automatically so that additional calls are not routed to the agent. By default, the number of consecutive calls missed before the agent is made Not Ready is 2.
This means the system was able to see these agents as available, it tried to send calls there, but for some reason the calls never reached the agent.
A common mistake causing this issue is Device Target misconfiguration. Can you please check whether you have set up device target for agents, including labels for CUCM and IVR/VRU's?
G.

UCCE v7.5 - Prevent Agent from going into Not-Ready on RONA

Does any one know whther it is possible to prevent Agents using IP Phone Agent from going into Not-Ready once a call has been presented and the RONA timer has expired?
My customer is fully aware of the implications of doing this. They are not using CAD or CTI-OS.
Many thanks
Freddie

If you don't set the RNA timer in the agent desk settings, the agent will not be made not ready.
Whoops: did not read carefully. You are using IP phone agent. Sorry, I don't know.
Regards,
Geoff

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.

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

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.

CTIOS agent goes in the Not Ready state randomly

Hi all,
It is a UCCE system version 7.0 with CTIOS Agent Desktop.
I have one agent that is being put in the Not Ready state randomly and he can then re-put himself in the ready state.
I have checked the following logfiles: ctios client, ctios server, cti server and I haven't found relevant information, all what I found was the timestamps when this agent was put in the Not Ready state.
In the UCM pim logfile I found the below:
9:38:59 pg1A-pim1 Trace: [ 4608]CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
CallID          = 39182119 DeviceID = 3942 DeviceType = Static
ReleasingDevice = 3942
LocalState      = NONE
Cause           = EC_NONE
Does the above mean that the connection from ICM to the agent phone has been lost and this caused the agent state to become Not Ready?
Your help is highly appreciated.
Thank you in advance.
Lara

Hi,
can you also attach the above mentioned logfiles? We might be able to find something interesting in them. Thanks. G.

(UCCE) CUIC - Interval Boundary & Agent Not Ready

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