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

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How to create UCCE CTI Toolkit Custom Reason Codes

Hi,
I am wondering about how to create UCCE Custom Reason Codes for CTI Toolkit.
Do we have to assign text to the values which comes from the registry in CTI OS Server?
Quote from: CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
To define the text that appears for each Logout reason code in the Select Reason dialog box, set the value data associated with the reason code to the text you want to appear for that reason code.
Regards,
ACK

Hi,
CTIOS custom reason code should be created in the registry along with their value. For Logout and NotReady you need to create new DWORD value where Name will be the reason code description and value data will be reason code. For wrap -up you need to create a new string value where data value will be the wrap-up description.
Below are the loction where you need to change the registry file.
HKEY_LOCAL_MACHINE/Ctios/CTIOS_instance name/Server/Agent/ReasonCodes/Logout
HKEY_LOCAL_MACHINE/Ctios/CTIOS_instance name/Server/Agent/ReasonCodes/NotReady
HKEY_LOCAL_MACHINE/Ctios/CTIOS_instance name/Server/Agent/WrapupStrings/Incoming
Regards,
Ashfaque

Historical report issue with CCX Custom Reason codes

Hi Evryone,
I have CCX version 8.5,
In Cisco Desktop Administrator ,I have configured custom Reason codes for agent logout & Agent not ready,
These code are working ok when agent is loging out or Not ready,
But in Historical reports I am not able to see these custom Reason code base reports
I can only see the reports for agent not ready/login logout with only global reason codes, but report didnt show the cutom reason code base report
Please help me to troubleshoot this issue.
Regards
Deepak

hi Deepak,
Did you do something else while creating new global reason codes?
I have global reason codes, but in the the Historical Reports "detail" tab don't show up any of them. Report only shows system-genereted reason codes.
BEst regards

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

Calls Getting disconnected with reason code 26

Hi,
Few of my calls are getting disconnected with reason code 26. on agent screen it just flash and disconnect.as per RCD its showing Error code 0( fine) and finally its ending at Skill Group Node. talk time is 1 or 2 seconds. agents having auto answer setting as well as IP Phone set auto ans with headset.
my setup is IPIVR based UCCE setup.
Please help
Regards-
PK

Hi PK,
CD 26 normally indicates Resource Not available in CUCM side. please check the Jtapi gateway process logs for the failed calls. you should be able to see something similar to below
19:08:37:896 PG1A-jgw1 Trace: ConnFailedEv CID: 27224748 Addr: 80002985 CiscoCause: CAUSE_RESOURCESNAVAIL Cause: CAUSE_RESOURCES_NOT_AVAILABLE.
if that is the case , please check from CUCM perspective as well.
Regards,
Sasikumar.

Over/Under Payment from Customer - Reason Code

We are trying to perform an incoming under payment from a Customer. We do not want to do a partial / residual payment. We would to like to send the difference amount to a particular GL account XXXXXX (bad debt). There might be situations where the difference amount is charged off to another GL account YYYYYY. Can we handle these situations using reason codes?
I tried to configure a couple reason codes to handle this, but couldn't make it work.
Could you please explain in detail how can we make the over/payments to be charged to different accounts.
Any help would be greatly appreciated.
Thanks,
Venkat

Hi,
You define Reason Codes in Customizing. Use the menu path in IMG :
Financial Accounting -> Accounts Receivable and Accounts Payable -> Business Transactions -> Incoming Payments -> Incoming Payments Global Settings -> Overpayment/Underpayment -> Define Reason Codes
In the reason codes definition, tick the check box with Heading 'C' immediately after the Correspondence Type.
Then maintain the settings Define Accounts for Payment Differences. In this setting, you can have different accounts depending on the reason code. Click on Rules and tick the check box against Reason Code. Click on Accounts and maintain the correct accounts against the reason code.
Once you have maintained the above settings, you can post the difference directly to a GL Account using Reason Code. For this, when you enter incoming payment using T-code F-28, in the open item screen, click on the Residual payment tab and enter the residual Amount. Just next to residual tab is the field to enter the reson code. Enter the appropriate Reason code and your posting will be done to a GL Account.
Hope this helps
Regards
Mahendra
Assign points if useful

How to set CTI OS Agent Wrap-up and Reason Codes by Skill Set

I've the situation I need to create Wrap-up Codes based on differents skill sets. Do you know how to achieve this in CTI OS Agent, as you do it on Cisco Agent Desktop?
Any leading on this?

Any decent VB.NET programmer can use the samples provided by Cisco as a starting point and add some new functionality (based on the decent API doc) to set the wrap-up reason.
Pop up something based on the skill ID extracted from the established call and enable them to pick. It's just a string - it's not a "code" per se; there is no mapping between strings and ints and there is no standard report showing counts on wrap up reasons. What do you want to use the knowledge of the wrap-up 'code" for? Are you looking at the TCDs?
Don't quite know how you are going to set this up based on a skill group without (say) each client fetching from the registry. Easy, but a pain to maintain. Otherwise you are going to need an ODBC client query to a DB somewhere. Certainly doable.
Regards,
Geoff

UCCX drops calls

Hi,
We use UCCX 5.0.2 and CUCM 6.1.2.
Several times a day some calls are dropped as soon as the agent picks up the call.
If i do a debug isdn q931, I see that call was disconnected from the side of agent. Am I right?
But agent doesn't drop that call.
How can I resolve this problem?
ISDN Se0/1/0:15 Q931: TX -> CALL_PROC pd = 8 callref = 0x813E
<009>Channel ID i = 0xA98389
<009><009>Exclusive, Channel 9
ISDN Se0/1/0:15 Q931: TX -> ALERTING pd = 8 callref = 0x813E
<009>Facility i = 0x9FAA06800100820100A10B0201010201018003495652
<009>Progress Ind i = 0x8088 - In-band info or appropriate now available
ISDN Se0/1/0:15 Q931: TX -> CONNECT pd = 8 callref = 0x813E
<009>Facility i = 0x9FAA06800100820100A10B0201020201028003495652
<009>Connected Number i = 0x0081, '1502'
.Oct 20 12:13:53: ISDN Se0/1/0:15 Q931: RX <- CONNECT_ACK pd = 8 callref = 0x013E
.Oct 20 12:13:53: ISDN Se0/1/0:15 Q931: TX -> FACILITY pd = 8 callref = 0x813C
<009>Facility i = 0x9FAA06800100820100A11A0202D39902010C30110A0100A0098004313835320A01010A0100
ISDN Se0/1/0:15 Q931: TX -> DISCONNECT pd = 8 callref = 0x8134
<009>Cause i = 0x8090 - Normal call clearing
ISDN Se0/1/0:15 Q931: RX <- RELEASE pd = 8 callref = 0x0134
ISDN Se0/1/0:15 Q931: TX -> RELEASE_COMP pd = 8 callref = 0x8134

Graham, We use g711 codec and have two regions, but in this call only one region takes part(with g711).
I noticed that some day it happens with one agent most of all, someday with another agent..
Logs from CAD of agent:
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1883 GetDebugInfo --------------------- Begin: AGENT_STATE_EVENT ---------------------
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1937 AGENT_STATE_EVENT: MonitorID is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1938 AGENT_STATE_EVENT: AgentState is TALKING
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1939 AGENT_STATE_EVENT: NextAgentState is AVAILABLE
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1940 AGENT_STATE_EVENT: SkillGroupStateElement is 4
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1941 AGENT_STATE_EVENT: StateDurationElement is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1942 AGENT_STATE_EVENT: SkillGroupNumberElement is -1
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1943 AGENT_STATE_EVENT: SkillGroupIDElement is -1
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1944 AGENT_STATE_EVENT: SkillGroupPriorityElement is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1945 AGENT_STATE_EVENT: EventReasonCodeElement is 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1946 AGENT_STATE_EVENT: AgentIDElement is EREG-24
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1947 AGENT_STATE_EVENT: AgentExtensionElement is 1854
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1948 AGENT_STATE_EVENT: AgentInstrumentElement is (null)
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1949 AGENT_STATE_EVENT: AgentID_LongElement is EREG-24
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2195 GetDebugInfo --------------------- End: AGENT_STATE_EVENT ---------------------
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1815 AgentState TALKING NextAgentState AVAILABLE
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: AW0177 StateCallback - CallID:0, CallState:AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: AW0255 Begin ProcessEvent, CallID:0, CallState:AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0212 Begin handling agent state event - AS_INSESSIONPENDING_READY with reason code 0
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0273 Update StatusBar text with agent state: Talking
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: CChatAPI::SetAgentAcdState for Ext-1854|State-2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: Begin.
2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: Begin. Ext: 1854, agentState: Unknown, stateTransitionMask: 590021, reasonCode: .
2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: Calling the server IDL setAgentAcdState function.
2011-10-28 12:02:04.286 DEBUG [0x9e8] FCCClient::setAgentAcdState: End. return_code: 0.
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0497 Begin writing agent state data to RASCAL
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0683 Sending AS_SELECTED agent state change to RASCAL with GID=1319774680
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0747 End writing agent state data to RASCAL
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: ASM0425 End handling agent state event - AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: VCL0249 Begin update for callID 0 with call state AS_INSESSIONPENDING_READY and new callID 0.
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: VCL0259 CallID is empty - nothing to update - returning.
2011-10-28 12:02:04.286 DEBUG [0x9e8] Agent: AW0738 End ProcessEvent, CallID:0, CallState:AS_INSESSIONPENDING_READY
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD1883 GetDebugInfo --------------------- Begin: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2037 CALL_CONNECTION_CLEARED_EVENT: MonitorID = 1854
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2038 CALL_CONNECTION_CLEARED_EVENT: ConnectionCallID = 23041381
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2039 CALL_CONNECTION_CLEARED_EVENT: LocalConnectionState = LCS_NONE
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2040 CALL_CONNECTION_CLEARED_EVENT: EventCause = CEC_REDIRECTED
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2041 CALL_CONNECTION_CLEARED_EVENT: ReleasingDeviceID = 1550
2011-10-28 12:02:04.286 DEBUG [0x9e8] PhoneDev: PD2195 GetDebugInfo --------------------- End: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.739 DEBUG [0x9e8] Agent: MF2813 User clicked ANSWER/DROP button
2011-10-28 12:02:04.739 DEBUG [0x9e8] Agent: MF2857 User clicked DROP button
2011-10-28 12:02:04.739 DEBUG [0x9e8] PhoneDev: PD1298 Drop: Success to Drop call to callID 23041381. InvokeID 146
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 8, bytesReceived/bytesExpected = 8/8
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 4, bytesReceived/bytesExpected = 4/4
2011-10-28 12:02:04.739 DEBUG [0x47c] PhoneDev: PD0440 HandleMesgFunc: Posting WM_ACMIEVENT
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 8, bytesReceived/bytesExpected = 8/8
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 36, bytesReceived/bytesExpected = 36/36
2011-10-28 12:02:04.739 DEBUG [0x47c] PhoneDev: PD0440 HandleMesgFunc: Posting WM_ACMIEVENT
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 8, bytesReceived/bytesExpected = 8/8
2011-10-28 12:02:04.739 DEBUG [0x47c] STCPClient::Receive: bytesRead = 85, bytesReceived/bytesExpected = 85/85
2011-10-28 12:02:04.739 DEBUG [0x47c] PhoneDev: PD0440 HandleMesgFunc: Posting WM_ACMIEVENT
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD1883 GetDebugInfo --------------------- Begin: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2037 CALL_CONNECTION_CLEARED_EVENT: MonitorID = 1854
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2038 CALL_CONNECTION_CLEARED_EVENT: ConnectionCallID = 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2039 CALL_CONNECTION_CLEARED_EVENT: LocalConnectionState = LCS_NONE
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2040 CALL_CONNECTION_CLEARED_EVENT: EventCause = CEC_NONE
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2041 CALL_CONNECTION_CLEARED_EVENT: ReleasingDeviceID = 1854
2011-10-28 12:02:04.755 DEBUG [0x9e8] PhoneDev: PD2195 GetDebugInfo --------------------- End: CALL_CONNECTION_CLEARED_EVENT ---------------------
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0177 StateCallback - CallID:23041381, CallState:CS_DISCONNECTED
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0255 Begin ProcessEvent, CallID:23041381, CallState:CS_DISCONNECTED
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CChatAPI::ChangeCallStatus for this party: Ext-1854|Type-2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: Begin.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: Begin. ext: 1854, userType: Agent, userName: 1854, callID: 23041381, callState: Inactive, duration: 0, direction: Inbound, SkillGroup: .
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: Calling the server IDL callStatus function.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: Call state is inactive. Deleting the call party from the call list.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: call id <23041381>:
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: party 1854;
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: .
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: remove call party <1854> from call list.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::updateCallIDMap: No party on this call, delete the call from call list.
2011-10-28 12:02:04.755 DEBUG [0x9e8] FCCClientAPI::tpCallStatus: End. return_code: 0.
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0592 Process Event - Delete the appearance for CallID:23041381, CallState:CS_DISCONNECTED
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1746 Sending call data to RASCAL with GID=83690280
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1106 Entering CheckCallStateRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1172 Entering CheckEventRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AP1240 Rule: , Event Name: Dropped
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1285 Leaving CheckEventRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1163 Leaving CheckCallStateRules
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0967 Entering DeleteAppearance, pos = 4F39FAC
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW1045 Leaving DeleteAppearance
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0120 New Event : CS_DISCONNECTED with CallID 23041381 and NewCallID 0
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0177 Retaining call data on disconnect for CallID 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0292 Raw Enterprise Data for CallID[23041381]: ANI
3832181278
255
DNIS
3998
254
Layout
default
252
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: TF0254 Raw Call Activity Data for CallID[23041381]: 3998,Route Point 3998,9,1319777924,1319777924,1319777924|4,ER_CSQ,10,0,1319777938,0|1854,EREG-24 ,2,1319777938,0,0|
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CV0693 About to display data...
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CV0845 Found timer for CallID 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: CV0876 Deleted timer to list for CallID 23041381
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0249 Begin update for callID 23041381 with call state CS_DISCONNECTED and new callID 0.
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0309 No appearance data found for callID 23041381, checking to see if call in list needs to be deleted.
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0321 Deleted Call ID:23041381 from list (Row:0)
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0872 CLayoutManager::VoiceContactListHide current height is 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0416 CLayoutManager::ShrinkMainWindow current height is 76
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0417 CLayoutManager::ShrinkMainWindow reqeusted change in height is 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0542 CLayoutManager::ShrinkMainWindow new height is now 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0544 CLayoutManager::ShrinkMainWindow height will not be locked
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0548 CLayoutManager::ShrinkMainWindow covered height is 0
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0549 CLayoutManager::ShrinkMainWindow locked height is 0
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: LM0550 CLayoutManager::ShrinkMainWindow new height is 38
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: VCL0343 Update completed with no appearances left - returning
2011-10-28 12:02:04.755 DEBUG [0x9e8] Agent: AW0738 End ProcessEvent, CallID:23041381, CallState:CS_DISCONNECTED
It looks like agent clicks drop, but agent doesn't do it.
After th logout and login of CAD it helps for approximately an hour, and then dropped calls appear again.
In MIVR there is first CLEAR_CONNECTION_REQ from connectionDeviceId: 1854 too.
166342872: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket[addr=10.205.3.32,port=56077,localport=42027] Msg is {length=28 type=CLEAR_CONNECTION_REQ,invokeId=65, peripheralId:1, connectionCallId:23015022, connectionDeviceIdType: 0, connectionDeviceId: 1854, agentInstrument: 1854 }
166342873: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:Processing msg: CTIClearConnectionReqMsg CTIMgrTPCCReqMsg Socket:Socket[addr=10.205.3.32,port=56077,localport=42027] invokeID:65, peripheralId:1, connectionCallId:23015022, connectionDeviceIdType: 0, connectionDeviceId: 1854, agentInstrument: 1854
166342874: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:TPCCRegMsgHandler.getRmCmCallContact: agent ext - 1854 callId - 23015022
166342875: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:OutboundMsgProcessor: got message: { CLEAR_CONNECTION_CONF }
166342876: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnDroppedEv received for call 23015022 [6237806/1] and agent EREG-24
166342877: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CLEAR_CONNECTION_CONF,invokeId=65 to socket: Socket[addr=10.205.3.32,port=56077,localport=42027] }
166342878: Oct 27 11:40:21.296 NOVST %MIVR-SS_CM-7-UNK:ContactMgr.getRmCmContact(6237806/1) returns 23015022 [6237806/1]
166342879: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:classifyCall: 6237806/1 1854
166342880: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:RmCm contact 23015022 [6237806/1] has internal type IAQ, contact type: IAQ for agent EREG-24
166342881: Oct 27 11:40:21.296 NOVST %MIVR-ICD_CTI-7-UNK:MsgHandler : Sent : { CLEAR_CONNECTION_CONF to Socket[addr=10.205.3.32,port=56077,localport=42027] }
166342882: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:classifyCall 6237806/1 Rsrc: EREG-24 CallingAddr: 1548 LRAddr:1548 Type:IAQ(Normal)
166342883: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallInvalidEv received for call:23015022 [6237806/1]
166342884: Oct 27 11:40:21.296 NOVST %MIVR-SS_RM-7-UNK:Processing msg: SessionTerminatedMsg (Rsrc:EREG-24 ID:6237806/1 Type:IAQ Cause:DROPPED Abort Exception:null)
I can't find any reason for this behavior..:(

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.

Global reason code report generation

Dear All,
I am running uccx8.0 standard Edition. I want to take global reason codes report, How can i do that. I think in the CCX historical report i can see the reports for preserved. But i want to see for custom reason codes.

Sorry i got the solution,

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 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

[Best practice] How to call a service from custom Java code

Hi all,
I'm wondering what the best method is to call a standard service from custom Java code?
In a specific situation iDoc script is extended with custom functions with a custom component. There's Java code mapping to these functions that is executing these functions. The iDoc script functions are called from a workflow entry script.
In the Java code that runs when the custom iDoc functions are called, I want to call a standard Content Server service. I don't think that the m_service variable is available, so filling the binder and using m_service.executeService() probably isn't possible.
Also, if it were possible (that is, if I want to call a standard service from my own custom service Java code), what would then be the best method to do so?
Regards, Stijn

Hi Sapan,
Let me explain a bit further.
I'm an UCM consultant trying to solve a problem that occured at a client when they installed the CS10gR35CoreUpdateBundle.
Content items are entered into a Workflow when they are checked in. Part of one of the entry scripts of the a workflow step is that related content to the content item in the workflow is (re)submitted for conversion.
To achive this, a custom component provides an iDoc script extension. This iDoc function (resubmitForConversion) is implemented in Java (the class extends ScriptExtensionsAdaptor).
In this Java method, first the related content items are fetched. Then the service RESUBMIT_FOR_CONVERSION should be called for all dID's in of the related content.
Thus, at a certain point in the custom Java code, a native Content Server service must be called. Of course the class of this Java code does not extend the Service class, so the m_service object isn't available.
The thing is: before installed the 10gR35CoreUpdateBundle everything worked OK. This code was used to execute the service:
        Workspace workspace = CommonUtils.getSystemWorkspace();
        String cmd = binder.getLocal("IdcService");
        if (cmd == null) throw new DataException("!csIdcServiceMissing");
        ServiceData serviceData = ServiceManager.getFullService(cmd);
        if (serviceData == null) throw new DataException(LocaleUtils.encodeMessage("!csNoServiceDefined", null, cmd));
        Service service = ServiceManager.createService(serviceData.m_classID, workspace, null, binder, serviceData);
        UserData fullUserData = CommonUtils.getFullUserData(userName, service);
        service.setUserData(fullUserData);
        binder.m_environment.put("REMOTE_USER", userName);
        ServiceException error = null;
        try {
            service.setSendFlags(true, true);
            service.initDelegatedObjects();
            service.globalSecurityCheck();
            service.preActions();
            service.doActions();
            service.postActions();
            service.updateSubjectInformation(true);
            service.updateTopicInformation(binder);
        } catch (ServiceException e) {
            error = e;
        } finally {
            service.cleanUp(true);
            if (!CommonUtils.isWorkspaceConnectionInTransaction(workspace)) {
                 workspace.releaseConnection();
        }the first problem was that the CS began to complain that a transaction was started within another transaction. So I suspect that the 10gR35 update wrapped a transaction around a workflow script entry.
With some decompiling I figured out how a service is called from iDoc with the <$executeService()$> command. So I replaced the code above with:
              String cmd = binder.getLocal("IdcService");
            ServiceData serviceData = ServiceManager.getFullService(cmd);
            if (serviceData == null) throw new DataException(LocaleUtils.encodeMessage("!csNoServiceDefined", null, cmd));
            Workspace workspace = CommonUtils.getSystemWorkspace();
            Service service = ServiceManager.createService(serviceData.m_classID, workspace, null, binder, serviceData);
            UserData fullUserData = CommonUtils.getFullUserData(userName, service);
            service.setUserData(fullUserData);
            binder.m_environment.put("REMOTE_USER", userName);
            service.initDelegatedObjects();
            service.executeSafeServiceInNewContext(cmd, true);This solved the transaction problem but introduces another problem: !csUnableToResubmitItem,(null)!csIllegalScriptAccess,RESUBMIT_FOR_CONVERSION
The Service Reference Guide says that the access level for RESUBMIT_FOR_CONVERION is 33 (Read, Scriptable). However, in shared/config/resources/std_services.htm the access level is specified as 2 (write).
Thus, my question still is:
What is the best method to call a standard Content Server service from any Java code (so without extending the Service class, or having the m_service object available)?

Agent logged out suddenly, reason code:50003

Hi,
We have icm 8.0(3) and cad 8.
Sometimes, an agent (each time a different one) is logged out suddenly and he get the reason code: 50003
Please find attached a logout status report that is showing the agent using extension “7459” has been logged out at 13:48:50 and reason code “50003”
I am attaching the CM-pim, opc and ctios logs as well
did anyone have been faced by a simalar issue?
Thanks in advance
Georges

Reason code 50003 says
50003 - Device Failure log out. Call Manager reported that the device is out of service.
From the below trace you can see that PIM has recieved an outofservice event from jgw and we dont have jgw logs but jgw is simply passing the events it received from callmanager.
    Line 9: 13:44:46:595 PG1B-pim1 Trace: RecvAddressOutOfService: Couldn't find client stack for device target device string 800
    Line 12: 13:44:47:939 PG1B-pim1 Trace: RecvAddressOutOfService: Couldn't find client stack for device target device string 7459
    Line 18: 13:46:12:784 PG1B-pim1 Trace: RecvAddressOutOfService: Couldn't find client stack for device target device string 800
    Line 19: 13:46:20:065 PG1B-pim1 Trace: RecvAddressOutOfService: Couldn't find client stack for device target device string 7459
    Line 43: 13:48:51:021 PG1B-pim1 Trace: RecvAddressOutOfService: Couldn't find client stack for device target device string 800
so you need to investigate why callmanager is reporting out of service event for these phones, if you are using extension mobility and when the user logs out you could see similar messages in the jgw/pim logs
From the PG side you could
-check the connectivity with callmanager,
- check the switch port setting are as per BOM (auto/auto if using gigi interfaces)
- check that the TCP chimney has been disabled on the PG
https://supportforums.cisco.com/docs/DOC-9222
- check PG eventvwr logs to see if you get any clues
If it doesnt help, collect the callmanager SDI/SDL and CTIManager SDI/SDL logs at Detailed level and open a TAC case with CUCM team to investigate why phones are reported as outof service to PG
Thanks,
Shirish

IC AGENT, on new call receive how customer data is picking & displaying

HI All,
I am first time dealing with IC Agent Call center....
At call center once new call come, then on based on Mobile number or Landline then Search screen defaultly
providing us the Business Partner/ Customer details exists for that Mobile/Landline number,
so , what currently problem is our End users some how changing the Land line number with 91, region code with land line to Only 8 DIGIT land line while BP creation steps or different other ways,
so for such BP with land line number of 8 Digits in Master, then no BP/Customer search results Is finding,
so now I need to make functionality to work properly as input is with 91 + region code + 8 digit land line,
but at master data is with only 8 digits number, so programattically map both equivalent, so search provide us result
for such land line number's BP/Customer,
so where we can enhance the component to make picking of data for BP/Customer...?
which component we need to touch, which views...?
which are Function modules it is using to pick BP/Customer data, is there any SPRO config for function modules using...?
Thanking you.
Regards,
Vijay Mekala

Hello Vijay,
search of BPs is done in FM BUPA_SEARCH_2. You can put an external breakpoint there and find how it works through the call stack.

Uccx agent call wrap up custom reason codes

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