UCXX agent are reserved state

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

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

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

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

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

Agent get stucked in Reserved State

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

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

IPCC - agent stuck in reserved state

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

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

Agent reserved state

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

Now we are getting this error on multiple agents randomly.
we found this error on cmpg
15:25:06:620 pg4A-pim1 Trace: FreePreRoutedCall: Head Inst: N26008 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(149897/92397)
15:25:08:088 pg4A-pim1 Trace: TelephonyDriver::CSTASupervisorAssist: No dialed number for ID -1
15:25:08:088 pg4A-pim1 Trace: DeskLinkPeripheral::SetAlert - (TelephonyDriver::CSTASupervisorAssist) Setting ERROR Alert #9 - 15:25:8 DialedNumber

Ucce cad agent stuck in reserved state

Dears,
It is a UCCE system with CVP and CAD version 9.0
The issue is that when the call is to be delivered to an agent, the CAD is stuck in the reserved state for around 20 seconds then it goes to the Ready state and the caller gets disconnected since I'm not configuring a queue yet.
Has someone faced a similar issue?
Your help is greatly appreciated.
Thank you in advance.
Lara

Actually it turned out to be a call manager issue. The partition of the agent's extension was misconfigured.
Regards.

UCCX abandoned calls when agents are ready

We are running CME 7.1.3.32900-4 and UCCX Premium 7.0(1)SR04_Build 443. We are having a problem with agents going into reserved state for a call but the call never gets delivered to the agent's phone. Since the call goes unanswered, it is marked "abandoned" and gets dropped even though several agents are ready to accept calls. I did a reboot on the UCCX primary and secondary servers and I also reset the voice gateways. Does anyone have any idea what causes this behavior and how to correct it?

Hello,
I had it before with UCCX 7.0 and it was a BUG.
check these two bugs in 7.0
CSCtc32123
UCCX 7.x Select Resource Step reaches 1000 step max and fails
CSCsz93333
Modifying CSQ variable in the Select Resource Step after queuing a
call
Those two caused a group of agents to go to reserve state for like 60 agents causing the calls to DROP.
these problems resolved in SR4 with ES02 , as i understand you already have the SR4 , so i suggest to opne a TAC so that they can give you the ES .
BTW , this is happened to me before like 1 and half years , i didn't check if there is a later version of SR for the UCCX 7.0 , if there is check the cavateas on the next SR maybe they solved the problem without the need for the ES.
Hope this helps.
Amer

OBIEE 11g agents are failed to connect to Essbase

OBIEE 11g agents are failed to connect to Essbase. We are using :USER & :PASSWORD (SSO) in connection pool setting to connect to Essbase.
User account exists in both OBIEE and Essbase. OBIEE dashboards which are based on Essbase are working fine. Essbase variables in RPD are upto date.
Only agents are failing and error says invalid credentials, but dashboard pages are running without any issue.
OBIEE: 11.1.1.5 (BP4)
Essbase: 11.1.2.1
Error Codes: OPR4ONWY:U9IM8TAC:OI2DL65P
State: HY000. Code: 10058. [NQODBC] [SQL_STATE: HY000] [nQSError: 10058] A general error has occurred. [nQSError: 43113] Message returned from OBIS. [nQSError: 43119] Query Failed: [nQSError: 96002] Essbase Error: Login fails due to invalid login credentials (HY000)
Essbase and OBIEE services are up and running.
Any help will be appreciated.

We finally implemented CSS Token option and ended up with this error. We are unable to connect to essbase with CSS Token option.
We followed the Oracle document to implement this.
[nQSError: 43119] Query Failed: EPMCSS-00301: Failed to authenticate user. Invalid credentials. Enter valid credentials. (HY000)
We did update this property:
JAVA_PROPERTIES="-Dplatform.home=${WL_HOME} -Dwls.home=${WLS_HOME} -Dweblogic.home=${WLS_HOME} -Didstore.identityAttribute=objectguid"
Any help will be appreciated!

SAXException: PI names starting with 'xml' are reserved.

Has anyone run across a problem trying to parse an xml instance (in this case it's an XSL style sheet) using Oracle's parsers? I'm getting the following sax error message:
SAXException : oracle.xml.parser.v2.XMLParseException: PI names starting with 'xml' are reserved. detailed SAX exception message: PI names starting with 'xml' are reserved.
The code generating this error is:
XMLDocument xml = ParseDocument(xmlDoc, parser);
private static XMLDocument ParseDocument(String documentStream,
DOMParser parser)
XMLDocument returnXML = null;
try
parser.parse(new InputSource(new ByteArrayInputStream(documentStream.getBytes())));
returnXML = parser.getDocument();
catch (SAXException saxE)
System.err.println("SAXException : " + saxE + " detailed SAX exception message: " + saxE.getMessage()); // this is the statement generating the error message
catch (IOException e)
System.err.println("IOEx, Parse failed : " + e);
catch (Exception e)
System.err.println("Ex, Parse failed : " + e);
return returnXML;
Thanks in advance for any help you can provide.
Sincerely,
Tim

lv_clob is invalid, there are two
<?xml version="1.0" encoding="UTF-8"?> elements, remove one of them.
SQL> DECLARE
2 lv_clob CLOB:=EMPTY_CLOB();
3 ignore boolean;
4 BEGIN
5 lv_clob := '<?xml version="1.0" encoding="UTF-8"?>
6 <!ELEMENT firstname (#PCDATA)* >
7
8 
9   <!ELEMENT function (#PCDATA | noteref)* >
10   <!ATTLIST function xml:lang (de | en | fr | la | nl) #IMPLIED >
11
12   
13   <!ELEMENT initials (#PCDATA)* >
14
15   
16   <!ELEMENT lastname (#PCDATA)* >
17
18   
19   <!ELEMENT structured-author ( (firstname, initials? , lastname , function*) ) >
20   <!ATTLIST structured-author ID ID #IMPLIED anchor:name CDATA #IMPLIED > ';
21
22   ignore := dbms_xdb.createResource(abspath => '/structured-author.dtd',data => lv_clob);
23
24 commit;
25 END;
26 /
PL/SQL procedure successfully completed.
SQL> INSERT INTO xml_tst VALUES ('<?xml version="1.0" encoding="utf-8"?>
2   
3   <!DOCTYPE structured-author PUBLIC "-//WKB//DTD SL author//EN" "structured-author.dtd" [
4   ]>
5   <structured-author ID="SL3654393">
6   <?Pub Caret1?>
7   <firstname>firstname</firstname>
8   <initials>initial</initials>
9 <lastname>lastname</lastname>
10   <function xml:lang="nl">function description in dutch</function>
11   <function xml:lang="fr">function description in french</function>
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The agents are not getting determined

Hi Gurus,
In the standard workflow WS00300022 with BUS 2104 for Approval of Appropriate request, the agents are not getting determined.
Below are the steps followed:
We have created a subtype for BUS 2104 and redefined the display and edit to add some new functionality. Delegated the business object and followed all the standard steps. Now the present situation is that the Workflow is not able to determine agents.
We have even removed the subtype and checked with the standard functionality but still it is not determining the agents.

Hi,
Kindly Diagnose your WF:-
Use the following transaction:-
1> SWE4/SWELS -> EVENT TRACE ON/OFF (Switch On the Event Trace)
2> SWEL -> DISPLAY EVENT TRACE
3> SWUD -> WF DIAGNOSTICS
4> SWPR -> WORKFLOW RESTART AFTER ERROR
Enter the WF Number and Click on the LOG Icon.
There you can see the Graphical Log of the WF to know where the WF is stuck.
And You can also check the Technical Details of the WF there, to find which WF Container has what value.
In the LOG, you can determine the step where it is unable to determine the Agent. That will give a picture of how to proceed further and what is the WF status at that point.
Kindly check and revert back, so that a solution can be provided.
Regards,
Kanika

FINALLY - Boot Camp 2.1 Installed Successfully. Here are some stats....

Well, I believe I have finally successfully installed Boot Camp 2.1 for Windows Vista 32-bit on a MacBook Pro. After trying last Friday to install it, failing miserably, and a weekend spent reinstalling operating systems, etc. I feel a bit better. Although, these problems shouldn't have to happen to begin with, in my opinion.
I have learned to backup even more religiously than I have before -- you don't know how many restore points, complete PC backups, etc. I have done over the past few days.
Anyway, here are some stats that I would like to compare with other folks to make sure that I have everything that this update was supposed to offer. I wish Apple would provide the details about the update, but they don't. Here are my statistics, many probably Windows Vista 32-bit specific.
_Miscellaneous Notes_
I have a MacBook Pro 2.2 GHz, 15", 4 GB RAM -- I bought it in June 2007 (I forget what the chipset is - Santa Rosa? - but it was a new model then)
I have Vista Ultimate 32-bit
I had Vista SP1 installed before installing the BC 2.1 update
I did not have any other language packs installed
If I right click on the Boot Camp icon in the taskbar and say "About", the version I see is Version 2.1 (Build 210A12)
Drivers
Apple Built-In Bluetooth: 4/6/2008, version 2.1.0.1
NVIDIA GeForce 8600M GT: 1/24/2008, version 7.15.11.6763
Apple Keyboard: 3/10/2008, version 2.1.0.0 (I had two of these listed)
Apple Trackpad: 8/28/2007, version 2.0.1.4
Apple IR Receiver: 11/1/2007, version 2.0.1.1
Built-in iSight: 6/21/2006, version 6.0.6001.18000
Apple Trackpad Enabler: 8/28/2007, version 2.0.1.4
Atheros AR5008X Wireless Network Adapter: 4/15/2007, version 7.2.0.204 (there may be an update to this that I haven't installed yet)
Marvell Yukon 88E8058 PCI-E Gigabit Ethernet Controller: 3/23/2007, version 10.12.7.3 (there may be an update to this that I haven't installed yet)
Realtek High Definition Audio: 11/14/2007, version: 6.0.1.5512 (Note: This was disabled after the install of BC 2.1. I had to reenable it in the device manager. I think maybe my virus scanning program might have done something, but I am not sure)
Note: I had 3 monitors listed in my Device manager, but I only have two -- the laptop monitor and an external monitor connected to it. That is weird, I think.
_Windows Experience Index_
Processor: 5.1
Memory (RAM): 4.8
Graphics: 5.9 (This might have went up with the new driver, I don't remember)
Gaming Graphics: 5.4
Primary Hard Disk: 4.6
Base Score: 4.6 (because of hard drive)
_Final Words_
This wasn't a smooth update at all by any means.
I hope this helps a little. Please let me know if you have the same sort of statistics.
Thanks.
Message was edited by: jmFightSpam
Message was edited by: jmFightSpam
Message was edited by: jmFightSpam

In my quest to figure out why my keyboard backlighting is not working, I decided to extract the BC 2.1 installer using 7-zip to see all of the individual drivers separately. Now, I don't know which driver is for the keyboard backlight, but I did try to install the TrackPad separately, and guess what, the original installation did not update the trackpad driver for some reason.
So now the the stats for the Apple Trackpad are:
10/9/2007, version 2.0.1.5

Program name zxvau02 are reserved for includes of exit function group

i am facing a problem during user exit.
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an error is occurred 'program name zxvau02 are reserved for includes of exit function group'
so i could not edit the include program.

Hi,
1. Find the appropriate Enhancement.
2. Enter the ABAP code in the "Z" program within the function module.
3. Create a project.
4. Add the Enhancement to the project.
5. Activate the project.
At the step (2), when I double click on the Include ZX* within source code of the function module to realize the exit, the
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SAPCCM4X agents are shutting down by itself

Hello Gurus
A few SAPCCM4X agents are shutting down by itself and this is happening
for systems which have a version 4.6c and 4.5B in our landscape like PCX.. Analyzing the log of one of this agents the
message below is informed:
Mon May 9 04:41:10 2011
CCMCTRL: ERROR: csm_show_file: no permission to
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I tried to find the profile mentioned in the warning but with no
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I can start the agent normally choosing the correct parameter
(PCX_DVEBMGS34_zonepcx) but sometimes the agent shutdown by itself
after 3-4 days with the error message above.
Why the agent search for the wrong profile and where can I change it to
the right profile ?
Or is there any other way to resolve it.
Thanks and Regards
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Thank you Mani, I will make this test in only one appl server and monitor.
I will let you know the resul of my tests.
Regards

OBY6 - use of tick box "Business Area Fin Statements

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Program names L... are reserved for function group includes

Hi All
Im involved in a migration project from GTS to ECC server where i have problem while creating a function group, when am creating a same include LZFR1T00 in ECC server am getting an error *'Program names L... are reserved for function group includes' Please help.
Thanks & Regards,
D. Sandeep.

I'm not sure what GTS is, but I guess you'll need to go to SE80 and create a function group (Z...). SAP will automatically generate the include with the L... name.

UCXX agent are reserved state

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