Agents become not ready after ring no answer !

Ahmed Awida · ‎09-19-2013

Hi,guys .

Agents become not ready after ring no answer even though i have configured the service parameter of :

Agent state after ring no answer : to be Ready always instead of the default of not ready.

Thanks in advance

Carlo Poggiarelli · ‎09-19-2013

Hi Ahmed.

Wich platform and version are you running?

THX

Regards

Carlo

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Ahmed Awida · ‎09-19-2013

Hi Carlo.

UCS C24 M3,

UCCX :

System version: 9.0.1.10000-100.

If i make any reset or restart to the phones,will this make the agent in not ready state ?

Thanks.

Carlo Poggiarelli · ‎09-19-2013

Hi Ahmed.

No if you reset the phone yuo make the device unavailable to the CAD so it goes on disconnected mode.

restart Cisco Desktop Sync Service and Cisco Desktop Enterprise Service under uccx serviceability -->tools-->>network services

HTH

Regards

Carlo

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Ahmed Awida · ‎09-19-2013

Hi Carlo.

I am not using CAD ,i am using ip phone agent.

ganapathi s · ‎09-19-2013

Hi Ahmed,

Did u try restarting the PG service once.

Regards,

Ganapathi.S

Jason Hutchinson · ‎09-19-2013

Please keep in mind:

In an extreme situation, if there is only one agent in the Ready state, the specific call, which the lone agent did not answer previously, continues to queue to the lone agent in a recursive manner until the agent answers the call or logs out.

Neal haas · ‎09-21-2013

If you wait, say 5 minutes, does it come back to active? What is the Wrap-Up timer set to?

dshumake · ‎09-22-2013

I am also having this issue:

But I have two queues, agent 1 in CNC1, agent 2 CNC2...

Calls come into CNC1, ring not answer... agent 1 will go to not ready. Call will then goes to CNC2... OK

So how can I set it up so that agent 1 will go back to ready state.

the problem the agent is busy and does not realize that they have been put in to not ready state.

If I change the system parm to the ring no answer to all go back to ready. then the call will never reach CNC2

thanks

using uccx 9

Kartik Bhatia · ‎09-22-2013

On the point - If I change the system parm to the ring no answer to all go back to ready. then the call will never reach CNC2

If the agent goes into Reserver and then Ringing and then RONAs - will this not put him on the bottom of teh Longest Idle list anyways - or you sing Most Skilled Routing?

I wonder if there is a way to disbale this in UCCE.

Gaurav Purohit · ‎09-25-2013

Hi,

I believe this is a default behavior to put agents into not ready. This helps the system to avoid sending subsequent calls to "Not Available" agent and to correctly calculate things like Estimate Wait Time for the Queue.

I don't think it can be overridden, still curious to know otherwise.

leonardolopes · ‎08-25-2014

Hey guys, I had the same problem , after some researche I found the option in the system parameters check the link:

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-express/49703-agentunavail.html