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New Member

All agents become not ready Suddenly

Does any one know what could be the reason why all the agents suddenly become not ready ?

-Agents state after ring no answer set to : Ready

-Automatic work and wrap up time disabled.

-No skills,resource group based queue and circular call distribution.

-Ip phone agents,no cad.

What is wrong ? ,

thanks in advance.

12 REPLIES

All agents become not ready Suddenly

Hi,

perhaps the UCCX (or UCCE?) tries to deliver a call to the agent but due to a routing problem (CSS? Codec?) the call never arrived to the phone so the system forced the agent to Not Ready to avoid this situation with the subsequent call.

Can you please tell us more. Is it UCCX? UCCE? What version? Did you check the logs.

Thanks.

G.

New Member

All agents become not ready Suddenly

UCCX.No i didn't check logs,it's actually hard for me somekind to understand the Real time monitoring tool traces and i couldn't find before any documents that teach how to read these traces.

All agents become not ready Suddenly

Hi, what UCCX version. Do you have access to reporting?

There might be a way to get this information using a detailed agent report.

G.

New Member

All agents become not ready Suddenly

Hi,version 9.1,which report exactly could describe this problem -abondened calls ?

All agents become not ready Suddenly

It's the "Agent State Detail Report". Look for a reason code starting 327

G.

New Member

All agents become not ready Suddenly

When the agent state is not ready,the reason code shows either 32759 (agent received non acd call) or 32759 (phone out of service)-->why it could be out of service if the phones are always registered ?

Thanks in advance.

All agents become not ready Suddenly

Hi,

well, the phone might be registered, but for some reason the UCCX cannot contact it.

Did you check the usual suspects? Like, do the CTI ports of UCCX have a CSS containing the partition of the agents' phones? Is there a possibility of codec mismatch?

G.

New Member

All agents become not ready Suddenly

All the settings related to codec is g711 ulaw,the itsp also uses g711ulaw,phones also ,the css is right .

I would open a tac case but i don't have a smart net.

All agents become not ready Suddenly

Well, one way or another, you need to learn the basics of RTMT. Just collect the logs for CCX engine, and post the ones named MIVR*.log to here.

G.

New Member

All agents become not ready Suddenly

Thanks man for your reply but can you recommend any guide explaining how to read the logs of rtmt.

All agents become not ready Suddenly

Hi,

well, only the Holy Programmer knows that.

Anyway, for UCCX, a good start would be to get the logs named MIVR1..n.log and look for the following expressions: "exception" or "failure", case insensitive.

G.

New Member

All agents become not ready Suddenly

(only the Holy Programmer knows that) that was funny.Thanks again i will collect the logs and update this post later.

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