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

Similar Messages

Not Ready Reason Codes

Is anyone familiar with configuring Not Ready Reason Codes in Desktop Administrator, more specifically creating a new one? From all Cisco's documentation it should be a simple task.
However, when I create the new Reason Code in ICM Configuration Manager, it does not populate to the Reason Code list in Desktop Workflow Administrator.
The version of UCCE we are running is version 8.0.

check your CAD is synced with ICM, especially check the configuration for AW in CAD post install.
in CAD, reason codes automatically synchronises once configured in ICM. and then you can assign them to workflows.

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.

Cisco Finesse - Not Ready Reason Codes

Hi,
Can anyone tell me if it's possible to go from one not ready reason code straight to another without going ready in between?
Example:
Agent goes to lunch, selects Not Ready (Lunch). Comes back from lunch and goes to a meeting - they need to go to Not Ready (Meeting) - without going Ready.
Thanks,
Brian

Here is a link to the doc:
http://docwiki.cisco.com/wiki/Desktop:_Agent_State_Changes

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.

Agents showing in NOT READY Reason Code Summary Report

I have a large install, with over 100 skills and CSQs. Three agents always show up in everybody's Not Reason Code Summary Report, even though they are not assigned to those skills. At this point none of these three agents has ever been active. My assumption is there is a bug that until an agent actually goes Active at least once this happens. I am looking for confirmation, documentation of such.
Thanks.

Hi,
What is the version of IPCC you are running?
What do you mean when you say agent goes active?
Please refer to this guide below for UCCX 5.0. Refer to pg 65 for Agent Summary report.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_6_0/user/guide/crs601hr.pdf
See if it has the information you are looking for.
So you mean to say you filter this report based on Skill name and still see those 3 agents evene when you chose a skill which is nto assigned to three of them?
Thanks
Ankita

UCCE Agent_Logout table reason code 0

Hi all,
It is a UCCE system 9.0
we faced an issue last saturday, all the agents got logged_out from their cisco phones and then they were able to log in again.
when checking the reason code at that time in the agent_logout table I noticed that its value was 0.
has anyone encountered a similar issue? and what does the reason code 0 mean?
Thank you in advance
Lara

Lara,
could you please post a few rows from the Agent_Event_Detail (or if it's enabled, the Agent_State_Trace) database views? I would like to see the Not Ready reason code for the event that preceeded the Logout event.
Reasons may be plenty. For instance, agent phone lost connection to the CUCM and reset.
G.

CTI OS Server Not ready Reason

Hi
I know that Not Ready with CTIOS is server base. I want to know if it's possible to have spefic reason for some agent and other reason for other agent.
My point is I didn't want all the agent to see all the reason code.
Regards
Frank

I'm not sure thats exactly correct. You have to define Not Rady Reason codes in the registry for CTIOS, not just in ICM. This coupled with the fact that you can indeed create new connection profiles, which is where the Reason codes are confiugred. I believe you can make multiple connection profiles, and tell the agents to choose the correct one. I may be wrong though, I haven't tried.
Chad

Registration is removed after sendNotification call

Hi All,
I am using Java and com.windowsazure.messaging.NotificationHub wrapper to push notifications to mobile devices. I can successfully register my Android device and then call getRegistration() method without problem, it returns correct result.
Then I call sendNotification() (successfully) and call getRegistration() again. The problem is, after sending notification getRegistration() always returns "404 Not Found" error, so I have to register device again, and then cycle repeats. What
may cause registration deletion after push attempt? There is nothing in documentation about it

Hi Teslenko,
When NotificationHub try to send the notification to GCM, it provides response about whether device is expired/Invalid along with other PNS errors in case of failures. Then NotificationHub
deletes all expired and invalid registrations to avoid the DOS attacks.
As you are seeing registration getting deleted, it means either your device is expired or invalid. But in your case, my guess would be it's due to bad channel.
Could check the registration ID that is generated on the client side. It seems that registration id in the client side and server side do not match.
Here is the explanation from the
https://developer.android.com/google/gcm/http.html
“Check the formatting of the registration ID that you pass to the server. Make sure it matches the registration ID the phone receives in the com.google.android.c2dm.intent.REGISTRATION
intent and that you're not truncating it or adding additional characters. Happens when error code is InvalidRegistration”
Thanks,
Sateesh
Mark Post as helpful if it provides any help.Otherwise,leave it as it is.

Siebel CRM Reason Code Commands

We are needing to enable some commands on the Cisco CTIOS Siebel connector and just not sure where they are enabled or edited at.
We are using connecter provided by CISCO for CTI between Siebel and CISCO. Connector provides the enabled command to Siebel that siebel can send as device command like "DeviceCommand = "ChangeNotReadyState"" using communication configuration DEF file.
Currently we have business requirement:
CTI agents can set their state to NOT READY on a click of button with reason code selected by the agents irrespective of there current state.
We configured the button, but the button is enabled only when the device command "ChangeNotReadyState" is enabled. Can it be possible to enable this button always and we can are able to change agents state at CTIOS level(CISCO)? Can we send "ChangeNotReadyState" command to CISCO irrespective of agents current state
Here is what we have done so far:
We configured DEF according to ORACLE support recommendation (ID 543337.1 listed below in this mail)
RELEVANT PARTIAL DEF FILE:
[Command:DSC_NOTREADY_POP_EXE]
   SubCommand_1 = "DSC_NOTREADY_NOPOPUP"
   SubCommand_2 = "DSC_NOTREADY_POPUP"
   SubCommand_3 = "CleanDashBoard"
   Comment      = "YQ8279: Add for Direct not ready Button Aug2012"
   Description = "Not Ready"
   ExecuteAll   = "TRUE"
   Hidden       = "TRUE"
[Command:DSC_NOTREADY_NOPOPUP]
   Comment       = "YQ8279: Add for Direct not ready Button Aug2012"
   Description   = "Not Ready"
   DeviceCommand = "ChangeNotReadyState"
   FilterSpec    = "[$GetCommandStatus(ChangeNotReadyState)]= 'Enabled'"
   Hidden        = "TRUE"
[Command:DSC_NOTREADY_POPUP]
   Comment       = "YQ8279: Add for Direct not ready Button Aug2012"
   Description   = "Not Ready"
   DeviceCommand = "ChangeNotReadyState"
   FilterSpec    = "[$GetCommandStatus(ChangeNotReadyState)]= 'Enabled'"
   Hidden        = "TRUE"
   CmdData       = "PopupforReason"
   [CmdData:PopupforReason]
      Comment          = "YQ8279: Add for Direct not ready Button Aug2012"
      Param.ReasonCode = "[Name]"
      SelectApplet     = "Transfer Multiple LOV Popup Applet"
      SelectBusComp    = "List Of Values"
      SelectBusObj     = "List Of Values"
      SelectParam      = "TRUE"
      SelectQuerySpec = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"
      SelectTitle      = "Please select the reason for changing status to Not-Ready"
So with above configuration suggested by oracle support we are sending "ChangeNotReadyState" device command twice in a manner so that it will be processed one after the other. But it is not happing, second command is not going through as its not enabled after Siebel issued it once. Please see below logs and highlights.
SCOMM LOG: <In Time Context >
ChangeNotReadyState Command is enabled (status = 16)
see image 1 on attached doc
Now user applied the command once :
See Image 2 on attached doc
Now "ChangeNotReadyState" device command is disabled .
Can we make it "ChangeNotReadyState" enabled via connecter always by making some registry setting or some setup.
See image 3 on attached doc
Oracle Support Suggestion:
Not able to select Not Ready Reason Code [ID 543337.1]
https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.jspx?_afrLoop=485718774714219&type=DOCUMENT&id=881215.1&displayIndex=4&_afrWindowMode=0&_adf.ctrl-state=dhq5nrae7_147
Symptoms
In the current production we are having some CTI agents facing problem with picking the AUX Codes (Reason Codes) when trying to change status for Not Ready.
Some of the agents reported that they can NOT pick the reason codes ( probably the icon is disabled for some reason at some point of time). I tried to reproduce the problem, but not happened.
Our objective is to not receive the call and make the agent click the AUX Code (Not Ready Reason Code).
Cause
Users were not able to pick the auxiliary code (reason code) at Siebel web client under using Genesys Gplus 7.0.000.1. Agent objective was to not receive the call and be able to click the AUX Code.
During the operation of selecting an auxiliary code (aux code dialog open or not ready reason code applet) an incoming call reaches the agent before he decide which aux code to user not allowing selecting the reason code.
The GPlus driver at this point did not receive the not ready command and is in ready state for this agent allowing new calls.
Solution
Suggestion was to define first the not ready state for the GPlus with the default reason code = -1. Now agent is on a not ready state allowing enough time for agent to perform the selection.
Then we can call another communications command that starts the popup for the LOV of aux codes.
Here the agent will have enough time to pick the code with no more inbound calls.
The device commands for the command group are as follow:
[Command:NotReadyForGVoiceGroup]
   SubCommand_1 = "NotReadyForGVoiceStd"
   SubCommand_2 = "NotReadyForGVoiceAuxCode"
   SubCommand_99 = "NotReadyForGVoiceEnabler"
   Description   = "Set not redy for voice"
   Hidden        = "TRUE"
   ExecuteAll = "TRUE"
[Command:NotReadyForGVoiceStd]
   Description   = "Set not ready for voice"
   DeviceCommand = "NotReady"
   Hidden        = "True"
   Title        = "Voice not Ready"
   CmdData       = "NotReadyAuxCode"
[CmdData:NotReadyAuxCode]
   Param.ReasonCode               = "-1"   ; Check manual Gplus Adapter for Siebel 7—Deployment Guide page 241 for the value.
[Command:NotReadyForGVoiceAuxCode]
   Description   = "Seçect Reason Code for Voice"
   DeviceCommand = "NotReady"
FilterSpec    = "[$GetCommandStatus(NotReady)] = 'Enabled'"
   Hidden        = "True"
   HotKey        = "Alt+A"
   Title        = "Aux Mode"
   Profile       = "Gplus Voice1"
   CmdData       = "ReasonCodePopup"
   [CmdData:ReasonCodePopup]
      Param.ReasonCode               = "[Name]"
      Param.ReasonValue               = "[Value]"
      Param.StringAttributeExtensions = "ReasonCode,ReasonValue"
      SelectApplet                    = "Value Type Pick Applet"
      SelectBusComp                   = "List Of Values"
      SelectBusObj                    = "List Of Values"
      SelectParam                     = "TRUE"
      SelectQuerySpec                 = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"
      SelectTitle                     = "Please select the reason for changing status to Not-Ready"

Thanks for your response Cherilynn,
You are correct for a vanilla agetn desktop. However, if the agent has to become available to move from one aux reason to another, the agent may get a call in that process. With customiization, we can allow changing from one aux code to another without having to make the agent ready. Oracle suggested a solution but to do this, we need to enable and modify certain parameters within Cisco. What we are trying to find out is where are these parameters set, ex: AgentWorkMode and AgentWorkMode2, ChangeNotReadyState...
ORACLE SUPPORT SR
Not able to select Not Ready Reason Code [ID 543337.1]
SymptomsIn the current production we are having some CTI agents facing problem with picking the AUX Codes (Reason Codes) when trying to change status for Not Ready.
Some of the agents reported that they can NOT pick the reason codes ( probably the icon is disabled for some reason at some point of time). I tried to reproduce the problem, but not happened.
Our objective is to not receive the call and make the agent click the AUX Code (Not Ready Reason Code).
CauseUsers were not able to pick the auxiliary code (reason code) at Siebel web client under using Genesys Gplus 7.0.000.1. Agent objective was to not receive the call and be able to click the AUX Code.
During the operation of selecting an auxiliary code (aux code dialog open or not ready reason code applet) an incoming call reaches the agent before he decide which aux code to user not allowing selecting the reason code.
The GPlus driver at this point did not receive the not ready command and is in ready state for this agent allowing new calls.
SolutionSuggestion was to define first the not ready state for the GPlus with the default reason code = -1. Now agent is on a not ready state allowing enough time for agent to perform the selection.
Then we can call another communications command that starts the popup for the LOV of aux codes.
Here the agent will have enough time to pick the code with no more inbound calls.
The device commands for the command group are as follow:
[Command:NotReadyForGVoiceGroup]
   SubCommand_1 = "NotReadyForGVoiceStd"
   SubCommand_2 = "NotReadyForGVoiceAuxCode"
   SubCommand_99 = "NotReadyForGVoiceEnabler"
   Description   = "Set not redy for voice"
   Hidden        = "TRUE"
   ExecuteAll = "TRUE"
[Command:NotReadyForGVoiceStd]
   Description   = "Set not ready for voice"
   DeviceCommand = "NotReady"
   Hidden        = "True"
   Title        = "Voice not Ready"
   CmdData       = "NotReadyAuxCode"
[CmdData:NotReadyAuxCode]
   Param.ReasonCode               = "-1"   ; Check manual Gplus Adapter for Siebel 7—Deployment Guide page 241 for the value.
[Command:NotReadyForGVoiceAuxCode]
   Description   = "Seçect Reason Code for Voice"
   DeviceCommand = "NotReady"
FilterSpec    = "[$GetCommandStatus(NotReady)] = 'Enabled'"
   Hidden        = "True"
   HotKey        = "Alt+A"
   Title        = "Aux Mode"
   Profile       = "Gplus Voice1"
   CmdData       = "ReasonCodePopup"
   [CmdData:ReasonCodePopup]
      Param.ReasonCode               = "[Name]"
      Param.ReasonValue               = "[Value]"
      Param.StringAttributeExtensions = "ReasonCode,ReasonValue"
      SelectApplet                    = "Value Type Pick Applet"
      SelectBusComp                   = "List Of Values"
      SelectBusObj                    = "List Of Values"
      SelectParam                     = "TRUE"
      SelectQuerySpec                 = "[Type] = 'REASON_CODE' AND [Active] = 'Y'"
      SelectTitle                     = "Please select the reason for changing status to Not-Ready"
Regards,
https://support.oracle.com/epmos/faces/ui/km/SearchDocDisplay.jspx?_afrLoop=485718774714219&type=DOCUMENT&id=881215.1&displayIndex=4&_afrWindowMode=0&_adf.ctrl-state=dhq5nrae7_147

CAD UCCE Reason Codes Question

In UCCE CAD 7.5.4 and later Spanlink came out with a new feature where a agent can change thier "Not Ready" reason code without going "Ready"->"NotReady". I have a customer who is running 7.5.6 and does not like this feature and would like to turn it off. There is nothing in Cisco Administration Desktop application that controls this (i.e. enable / disable of this feature) Does any one know if there is a Registry or configuration file that can turn off this feature? - Thank for your help! - Jim

Not as far as I know. Haven't asked TAC or anything yet though. It's annoying because when going Not Ready > Not Ready it doesn't write an entry into the Agent_State_Trace table, only the Agent_Event_Detail which one of my clients needed to use for reporting..

CISCO unified CCX reason codes

Hi, I have generated an AGENT STATE DETAIL REPORT and two of the not ready reason codes are 36 and 38. Can anybody point to where in the CISCO literature I can find the explanation for those reason codes. Or explain them to me.
Also as a second question, when using CISCO Unified CCX to generate reports is there any way of showing what the call termination reason was.
ie Call has been handled but was it a) ended by the caller b) ended by the phone agent c) ended by a CISCO error.
This would be quite usefull to know at times.
many thanks in advance for any help, advice or pointers.

Hi Eric,
The reason codes are defined through the desktop administrator and the range are 0 - 999.Refer the below link page number 48 for more info.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf
Page :191
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
For the second query refer the database schema guide for more info.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85dbschema.pdf
Regards,
Gnan.
Pls rate if this helps.

Win 8.1 modern calendar - all notes in a calendar meeting are truncated/removed after opening/viewing (Exchange 2010 and EAS)

All,
If this isn't the best forum to post in, please let me know.
I am having an issue when I accept calendar invites in the native/modern application for calendaring in Win 8.1. Whenever I then go back to open and view the contents of a meeting, all the notes are truncated and removed after closing that event.
We are running exchange 2010 for the email server.
The machine is not domain joined/managed (local account only).
Any assistance greatly appreciated.
Thanks,
Steve

Team,
Looking for some expert advice here - any assistance would be appreciated.

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.

Uccx agent call wrap up custom reason codes

Dear Experts,
we have a team of agents who gets the wrapup option after they hung up to add the notes and reason codes (attached screen shot). there is another team of agents in same uccx who require different list of reason codes to be dispalyed when call is ended. The managemen have also asked if there can be sub menus in the list ? Please can some one advise if this is possible and if so I can get some instructions to configure this please.
Regards,
KZ

Take a look at the Desktop Administrator Guide for your UCCX version: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/cda80ccxug-cm.pdf

UCCE Not Ready Reason Code Removed after Internal Call

Similar Messages

Maybe you are looking for