UCCX 10.5 / Finesse - agent state error

Hi,
I am curently testing UCCX 10.5 and finesse agent desktop I have a trouble with finesse :
A agent is in READY state, when a call is comming, the state change to NOT READY, it should be TALKING
In the Agent state log is see NOT READY -> Reason code 32761, in the documentation I reed "Agent is logged in to the desktop or IP phone and receives a call that is not queued on the Unified CCX platform."
The caller is effectively an internal phone but the composed number is the CTI route point of the UCCX
I have check with "Reactive script" function of the CCX Editor, there is not any error, the call goes well through the script
Any idea ?
Hugo Chevalier

Hi,
I test using the "select ressource" box, that way I am using a CSQ and it's works. Before, I was just testing with a "Redirect call" box and that is not the right solution.
Thank you
H.C

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UCCX 9.0.2 - Agent state problems when Default script is execute

Hello,
I need some help on that problem.
I created a special script I want to use as the default script in my application. When I use this special script as the main script, everything is fine.
But when I use this special script as the "default script" in my application, desabled the main script to force my special script to be executed, I have problems with the agent's states.
--> When my agent receives the call from UCCX, he becomes in reserved state but when he answers the call, instead of going in talking state, it goes to available state. The UCCX do not further monitor the call. The only way to hang up the call is with the telephone.
Thanks,

The default scripts are not meant to be used as call routing scripts. The intention is to allow you to gracefully bow out of the call, with a customized and friendly error message, versus the default Cisco message.
NoteRemember that the purpose of the default script is to gracefully terminate the call when the main script fails, not to have a fall back to provide the original services intended by the primary script. This distinction is important because using system resources to execute this default script may impair system performance. If the primary script fails too often, then you should fix the primary script rather than providing another script to attempt the same task.
Source: UCCX Getting Started with Scripts, Chapter 5 - Advanced Scripting Techniques, Section Advanced Error Handling, Subsection Using Default Scripts
Good Example
StartAccept (--Triggering Contact--)Play Prompt (--Triggering Contact--, P[whoops.wav] + DP[3000])Terminate (--Triggering Contact--)End
EDIT: August 1, 2013 - I just learned a new trick. If you need to only play a single prompt as your default script, as in the above "good example", then UCCX has a way to do this without creating a new default script, and setting it on every single application. You upload your prompt to the repository with the filename: "unrecov_error.wav". You can even have one per language! That's pretty cool!
Bad Example
StartAccept (--Triggering Contact--)...greeting......check for holidays......check business hours......deliver main menu of 7 choices......ask caller for account number......perform DB lookup on account number......check agents logged in......select resource......queue the caller for 5 minutes......route call to agent...End
I'm not saying this is why you are seeing the weird behavior, I'm just trying to inform you that you shouldn't be routing calls to Agents in your default script.
Anthony Holloway
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Finesse Agent state change

I am using UCCX 10.5 and Finesse 10.5, if an agent telephone have 2 extensions, one for call-center inbound and outbound call use, one for self used. If I want to make that when the self used extension is using (i.e. talking to somebody), the other agent extension is forced change to NOT-READY state. How can I config?
Andy

Hi,
I test using the "select ressource" box, that way I am using a CSQ and it's works. Before, I was just testing with a "Redirect call" box and that is not the right solution.
Thank you
H.C

UCCX - Changing agent states in scripts

Hi all,
I would like to chagne the state of my agent from reserved to ready inside a script. One of the steps in the script doesn't connect the contact to the agent (which is OK because some contacts have dedicated agents and not any agent can take the call), but after the step, which checks if the choosen agent is the dedicated agent, doesn't connect the call, the choosen agent becomes reserved until the contact hangs up. Is there a way to change the state of the choosen agent from reserved to ready inside the script or to not set the agents state to reserved if the call won't be connected? As far as I can see, Set User Info doesn't help me with my problem.
Thank you,
Ivana

Thanks for replying back and keeping this alive. You definitely have a common scenario where you are both:
A) Classifying your callers into prioritized groups
B) Assigning a preferred Agent to the each caller
Fortunately, UCCX does natively support assigning priorities to callers, but I don't see in your explanation where you are/would be using this feature.
Unfortunately, UCCX does not natively support queuing to individual Agents. Which is why your current script is retrying the Agent every second in what I presume is a Goto/Label loop using the Select Resource step. One thing the community does to work around this is to create a CSQ for each of your VIP Agents, and assign a skill/resource group to a single Agent such that only they can service that CSQ.
E.g.,
Agent: Anthony Holloway
Resource Group: vip_avholloway_rg
CSQ: vip_avholloway_csq
Now, inside your script you can actually queue to an Agent individually. The down side is that you now need to burn a CSQ for each Agent, and UCCX does have a limit to how many CSQ's it will safely support. (See SRND or Datasheet for limits)
In short, you wont' beable to solve your problem with forcing Agent states out of Reserved. You will need to approach the solution differently. Do you happen to have the complete business logic written out, and could you share it here for our review and subsequent solution recommendation?
Anthony Holloway
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UCCX reports - Agent State Summary

I'm running the above report Agent State Summary and have a question on the columns
The total logged in time is as it states, the amount of time an agent is logged in
Not Ready - Amount of time they are in a not ready state within the Total Logged in time
Ready State- same as Not Ready - Time within the Total Logged in time
Now the question
Example of the states below
Total Logged in time 10 hours
Not Ready 2 hours 20%
Ready 6 hours 60%
Talk time 1 hour 10%
Work time 30 hour 5%
Reserve time 30 mins 5%
Does this mean the agents only spent 10% of their time actually talking to the customer and potentially 60% of the time waiting for callers?
thanks

Aaron
Just one more thing. for example SLA on the CSQ is set to 10 secs
Call is offered to the agent via Resource commend but the agent does not answer so RONA (15sec) is invoked and the call is re-queue - Does this impact SLA?
No agents are available so the call is queued with IVR- Does this impact SLA ?
Basically I guess the SLA is impacted if the call is either ringing on an agents phone after the 10 Sec SLA but answered or returned to queue if the RONA is say 15 secs - either way the SLA is impacted is this correct?
Sorry for the "obvious " question but customer stated that she was informed the SLA is only impacted on "ringing" time on the agents phone and not if the call is queuing, listen to on hold while queuing

UCCX Agent State

Hey,
I found a topic that kind of covers what i am after, but i feel that i need some more input.
https://supportforums.cisco.com/thread/272586
Thought:
My desire is to build a silly http triggered application that returns the state of the agent to CAD via a browser window in a simplified manner.
In short i want to do it this way.
Script Outlines:
Start
**Missing peice**
Get Reporting Statistics -> Resource IPCC Express -> State
if State variable = "Not ready" || "Not logged in"
--true
----Set State Returnvalue = "Warning !"
--false
----- Set State Returnvalue = "OK !"
Then make a keyword transform to a HTML document with the Returnvalue.
Then a Send http Response.
End
Conclusion:
As the thread above implies to be able to pull the actual state of an agent we first need to know the agentID.
I have some thoughts around this but my question is really what options do we have to retrive an agents userid from a http triggered session?
Regards,

To bump this thread up and to add a final comment i will present my thoughts.
The way i was thinking about solving this would be to request the user to input their agent id via the web-interface and work with sessions to keep that data in temporary memory when later figuring out the agent state.
It would have been nice if we do not have to "demand" user input.
Hope that helps,

Agent State failed

Am new to UCCX, we using CME 7 with UCCX 8, when I login to the agent on the phone, I get this error message. "Your request to change your agent state failed. try again". Please help

Hi Steven,
I hope you are using the comaptiable version of CME with UCCX, please crossverify the same from the below link.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
And than please check the workarounds mentioned in the below discussions.
https://supportforums.cisco.com/thread/2152343
https://supportforums.cisco.com/thread/2139454
Hope it helps.
Anand
Please rate the helpful posts by clicking on the stars below the right answers !!

UCCX 7 HA - IPPA Agent cannot log in

Hello all,
In this setup we have two different UCCX HA deployments that are both intergrated to the same CUCM cluster. Although the UCCX clusters share the same agent numbers, the numbers are in different partitions in CUCM.
I have a question and a problem to resolve. Firstly, for each UCCX cluster I have defined seperate AXL, Jtapi and RmCm accounts. The agent extensions are in different partitions as are the CTI ports and RP. However, when I am in the admin web on one UCCX cluster I can see all UCCX agents from both clusters. I'm guessing that this is normal behaviour, but could some one confirm this?
The problem I need resolving is when an agent attempts to login in via IPPA, a message is returned saying that the CTI server is unavailable and to try later. An application log entry in the windows event viewer is also written:-
BIPPA0041 Agent <deagenttest1> already logged in: <error: agent is already logged in>.
and
BIPPA0040 CTI action <change agent state> timed out for agent id <deagenttest1>.
Here is the MIVR log entries too:
4001: Feb 22 17:19:45.189 CET %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket addr=10.25.1.20,port=50106,localport=42027] Msg is {length=61 type=SET_AGENT_STATE_REQ,invokeId=28,agentState=LOGIN,eventReasonCode=0,forcedFlag=False,agentID=deagenttest1,agentDN=84997001,agentPwd=***** }
4002: Feb 22 17:19:45.189 CET %MIVR-SS_RM-7-UNK:Processing msg: CTISetAgentStateReqMsg (Rsrc:deagenttest1 InvokeID:28 State:LOGIN Forced:False)
4003: Feb 22 17:19:45.189 CET %MIVR-SS_RM-7-UNK:Agent deagenttest1 is not outbound capable.)
4004: Feb 22 17:19:55.236 CET %MIVR-SS_RM-3-LOGIN_FAILED:Login of resource failed: Module Name=RM component,The description of a message sent from/to the RM=CTISetAgentStateReqMsg (Rsrc:deagenttest1 InvokeID:28 State:LOGIN Forced:False),A specific description for a trace=resource's state is UNAVAILABLE
4005: Feb 22 17:19:55.236 CET %MIVR-SS_RM-7-UNK:Posting msg CONTROL_FAILURE_CONF Socket:Socket[addr=10.25.1.20,port=50106,localport=42027] invokeID:28 failureCode:CF_SPECIFIED_AGENT_ALREADY_SIGNED_ON errorCode:0 text:error: agent is already logged in in CTI Server's message queue
4006: Feb 22 17:19:55.236 CET %MIVR-SS_RM-7-UNK:Rsrc: deagenttest1 Contacts:
4007: Feb 22 17:19:55.236 CET %MIVR-SS_RM-7-UNK:Rsrc: deagenttest1 PrevState: UNAVAILABLE PrevStateSet:true
4008: Feb 22 17:19:55.236 CET %MIVR-SS_RM-7-UNK:Rsrcs in ARL of ESD IT HelpDesk:
4009: Feb 22 17:19:55.236 CET %MIVR-ICD_CTI-7-UNK:OutboundMsgProcessor: got message: { CONTROL_FAILURE_CONF }
4010: Feb 22 17:19:55.236 CET %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CONTROL_FAILURE_CONF,invokeId=28,failureCode=CF_SPECIFIED_AGENT_ALREADY_SIGNED_ON,errorCode=0, text=error: agent is already logged in to socket: Socket[addr=10.25.1.20,port=50106,localport=42027] }
4011: Feb 22 17:19:55.236 CET %MIVR-ICD_CTI-7-UNK:MsgHandler : Sent : { CONTROL_FAILURE_CONF to Socket[addr=10.25.1.20,port=50106,localport=42027] }
The system seems to think that the agent is already logged on but he can't be becuase I've just created the account.
I have tried to change the RmCm accounts and restarted both servers but the problem persists. I have also restarted the CTI server on the CUCM server which the UCCX cluster points to. I've also changed the CTI server to other CUCM servers in the cluster but it didn't fix the problem.
Any ideas?
Thanks,

Yes this used to work but we had a CTI problem whereby all the ports became unregistered. This was fixed by deleting all the ports and the UCCX accounts and starting again from scratch. We also changed the servers under the CM Telephony so that axl, jtapi and rmcm all point to local devices. After making these changes we started experiencing these problems.
It seems to me that the UCCX servers are unable to communicate properly with the CUCM CTI Manager service but I don't know how I can resolve this.

Agent Desktop's agent state toggles between "ready" and "reserved

Hello and thanks for all of your past help. I have a user whos'e Agent Desktop's agent state toggles between "ready" and "reserved when no calls are coming in to he IP Phone 7941 or 7961. Can anyone help?
Thanks, Chet

Is the agent's phone actually ringing at all? If not I suspect the IP IVR ports are unable to call the agent. UCCX tries to send a call to the agent so it sends the reserve event to the agent and then tries to send the call to the agent but is failing so it cancels the event flicking the agent back into ready. Perhaps check to make sure that the ports have an appropriate calling search space to call the agent extension. Maybe configure a phone the same as the IVR port and check to see if you can call the agent extension?
Cheers,
Nathan

Agents state getting changed automatically from NotReady to Ready

Agents state getting changed automatically from NotReady to Ready on random position during break time. Can some help me out?
UCCE version 8.5

Hello Ahmad,
Bug below describes a scenario where the agent is transitioned to the Ready state without manually changing it.
Also effects 8.5.
CSCty97770
Save Bug
UCCX: Agent Incorrectly Set To Ready After RNA On ICD Extension
Symptom:
A Unified Contact Center Express (UCCX) agent may transition to the Ready state without manual intervention.
Conditions:
This occurs when, while on a call on the personal line, the agent receives a consult transfer from another agent on the ICD line, does not answer this call and the call is disconnected by the calling agent. When processing this disconnect, the agent state is incorrectly transitioned to Ready even though the call is still in progress ...more
Details
Known Affected Releases: (2)
8.5(1)SU2 | 8.0(2)SU4
Known Fixed Releases: (1)
9.0(.96000.398)
Product: Cisco Unified Contact Center Express
Hope this helps,
Please rate helpful posts.
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Hello All,
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It all starts with reading error messages, either from the reports, or from the log files. These error messages will provide pointers for further research. The basic error information can be found in the client report (Client
Properties, tab Configurations, button
View Report).
The following client log files can help with providing more detailed information (see also:
http://technet.microsoft.com/en-us/library/hh427342.aspx#BKMK_CompSettingsLog):
CIAgent.log - Details about the remediation and compliance process;
CITaskManager.log - Information about configuration item task scheduling;
DCMAgent.log - High-level information about the evaluation, conflict reporting and remediation;
DCMReporting.log - Information about reporting policy platform results into state messages;
DcmWmiProvider.log - Information about reading configuration item synclets from WMI.
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Follow me on twitter: pvanderwoude

UCCX 10.5 / Finesse - Chat control Gadget does not loading

Hi,
I am curently testing UCCX 10.5 and finesse agent desktop I have a trouble with finesse :
I enable the Chat Control gadget in the desktop Layout but on the agent desktop, the gadget does not loading.
I see the grey bar and the loading icon but nothing happen
Any idea ?
Regards
Hugo Chevalier

Hi arundn, I just uncomment the Chat Control part of the default desktop layout (find attached)
Find attached a screenshot of the SocialMiner Configuration in the UCCX and a screenshot of the chat control gadget fail
Hi ice182_2, Using DNS name solve the problem !
Thanks you !
Thanks for your help,
H.C

UCCX 10.5 CAD agent cannot log out

UCCX version 10.5.1.10000-24
CAD agent can log in, go ready/not ready just fine. But when agent hits the logout button, it fails.
CAD logs shows logout failure as below. Trying to figure out why agent can't log out and how to fix it.
2015-01-08 16:37:42:747 DEBUG [0x2fdc] Configuration.cpp[978] GetLocalConfigPath: CC0978                Local Path: C:\Program Files (x86)\Cisco\Desktop\
2015-01-08 16:37:42:747 DEBUG [0x2fdc] MainFrm.cpp[1265] CMainFrame::ACDLoginLogout: MF1265 User clicked ACD LOGIN/LOGOUT button
2015-01-08 16:37:42:748 DEBUG [0x2fdc] MainFrm.cpp[1390] CMainFrame::ACDLoginLogout: MF1390 User clicked ACD LOGOUT button
2015-01-08 16:37:42:748 DEBUG [0x2fdc] AgentStateManager.cpp[1125] CAgentStateManager::SetReasonCode: Begin.
2015-01-08 16:37:42:748 DEBUG [0x2fdc] AgentStateManager.cpp[1125] CAgentStateManager::SetReasonCode: End.
2015-01-08 16:37:42:748 DEBUG [0x2fdc] AgentStateManager.cpp[155] CAgentStateManager::HandleRequest: Begin handling agent state change request. Use <PromptedReasonCode=0> to SetAgentState.
2015-01-08 16:37:42:748 DEBUG [0x2fdc] CJToolbars.cpp[679] CCJMainToolBars::CheckButton: set check for <Login> to true
2015-01-08 16:37:42:748 DEBUG [0x2fdc] PhoneDev.cpp[506] SetAgentState: Begin. Set Agent State AS_LOGOUT       , Invoked ID 9, AgentID joeb, DeviceID 7004, PeripheralID 1, reasonCode 0, ForcedFlag 0
2015-01-08 16:37:42:750 DEBUG [0x2fdc] PhoneDev.cpp[586] SetAgentState: Set Agent state to AS_LOGOUT         NOT successful
2015-01-08 16:37:42:750 DEBUG [0x2fdc] PhoneDev.cpp[506] SetAgentState: End.
2015-01-08 16:37:42:750 DEBUG [0x2fdc] AgentStateManager.cpp[200] CAgentStateManager::HandleRequest: ASM0200 The agent state change succeeded
2015-01-08 16:37:42:750 DEBUG [0x2fdc] CJToolbars.cpp[679] CCJMainToolBars::CheckButton: set check for <Login> to false
2015-01-08 16:37:42:750 DEBUG [0x2fdc] AgentStateManager.cpp[260] CAgentStateManager::HandleRequest: ASM0260 End handling agent state change request

Certainly something to try, but I don't see why that would make a difference in an inability to log out. I have many customers who only use the default workflow and haven't seen any of them with this issue previously.
Are you guessing here, or have you actually seen that resolve similar problems?

Agent State Summary Report - Total login duration abnormal

Hi everyone,
We just upgrade our call center to UCCX 8.0(2). Everything seem to work fine except we found something strange in Historical Report "Agent State Summary". Agents are working in 8 hours shift but in the Total Logged-in Time in Agent State Summary report show up to 20 hours (Time spend in Not Ready state up to more than 10 hours). This is happened to some agents only.
We have checked with the agents and they confirmed that they have loggout properly after working shift (when they finish, they logout of CAD and then logout of Extension Mobility).
We have checked "Agent State Detail" report, and found strange behavior (for thoes agents that have abnormal Not Ready state and long duration of Total Logged-in Time) as - after that agent Logout, they have change to Not Ready state with reason code 32759 (The system issues this reason code if the agent's phone crashes and that agent is placed in the unavailable state).
What caused this to happen? Agent shouldn't have any state after they logout.
Any idea?
Thanks.

Aaron
Just one more thing. for example SLA on the CSQ is set to 10 secs
Call is offered to the agent via Resource commend but the agent does not answer so RONA (15sec) is invoked and the call is re-queue - Does this impact SLA?
No agents are available so the call is queued with IVR- Does this impact SLA ?
Basically I guess the SLA is impacted if the call is either ringing on an agents phone after the 10 Sec SLA but answered or returned to queue if the RONA is say 15 secs - either way the SLA is impacted is this correct?
Sorry for the "obvious " question but customer stated that she was informed the SLA is only impacted on "ringing" time on the agents phone and not if the call is queuing, listen to on hold while queuing

Agent state stuck

Hello,
I have the following scenario happening at customer site:
Agent A receives an inbound call
Agent A transfers his call directly to Agent B who already has an active call (from CTIOS: Single Step Transfer). Agent B is now talking to a customer and has the transferred call in ringing status. On CTIOS there are 2 lines displaying information for the 2 calls.
Customer with Agent B ends the call. The first line displays CLEARED.
Agent B answers the transferred call.
The transferred customer ends the call.
The second line displays CLEARED. The 2 lines are still showing on the agent's CTIOS Agent Desktop. At this stage, the agent state is displayed as TALKING at the bottom of the CTIOS box. Agent B WILL NOT receive a new inbound call unless the pickup button is pressed on the IP phone. The agents are NOT pressing the pickup button....... all the agents are using this trick to take extra breaks!
As a first step, I have installed Maintenance Release 8.0(3) on all ICM components including CTIOS Server and Agent.
This did not solve the issue even though the 8.0(3) Release notes do mention fixing some bugs relating to calls not being cleared after a transfer.
Any other suggestions? Has anyone faced a similar scenario?
Thanks,
Justine.

Hi,
If you get this message error "showing this agent is alrady loged on" only for one Extension.
Then you can deassociate and associate the device in th PG user for that phone.
I hope the issue you are talkin about the AgentID not able to login to any of the extension.
Then check in the t_Agent_Real_Time table for this agent's current state and the extension.
Login using the agentID in that extension and logout.
Regards,
Senthil

UCCX 10.5 / Finesse - agent state error

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