UCCX - Agent is out of Service

Unanswered Question
May 13th, 2009

Hi,

We had some problems on our WAN connection yesterday and the UCCX agents received the following error message –

10:17:42 "The agent extension is out of service, ready state changed and call control operations cannot be performed"

then

10:17:44 "The agent extension is back in service, all operations are available"

My question is how does UCCX know it has lost connection to the IP Phone, does the UCCX send keepalives to the phone or does it check the phone status with Call Manager?

The difference between the times mentioned above is only 2 seconds, so I would not expect Call Manager to notice this status change as keepalives are sent ever 30 seconds.

What keepalive does UCCX use? Or what mechanism does it use to supply the above information?

Thanks

I have this problem too.
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ian.ryder Tue, 05/19/2009 - 04:52

Hi, I believe the UCCX Agent Desktop uses JTAPI to monitor the phone connection. However, does anyone know how quickly the JTAPI connection would notice the phone is no longer available?

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