ICM integration with Avaya with AES and CMS

[kiarash.kazemi]

My customer is using Cisco ICM 7(0) SR3 which is integtrated  to an Avaya ACD using EAS and CMS. This has been Live for a year, recently they have been trying to attain Agent not ready reason codes however ICM only receives zero's instead of the reason code. I was wondering if anyone has experienced this or if there is a setting on the PG or the Avaya that could be changed in order for ICM to receive the Agent not ready codes.

[Alok Mohanty]

Hi Kazemi

    When you are referring to reason codes,could u give an extract/example what kind of reason code you are expecting.

    If incase u are not referring proper Agent status code please check hashin records in PIM logs

    please traverse through using Agent Id/Xtn and see if there are any messages of the records being ignored

Thanks

Alok

[kiarash.kazemi]

Hi Alok,

Thanks for the response. I was after the Not Ready reason codes like the onese used when agents go for a break, they were just being passed to ICM as 0.   I got this working with TAC's support. Here is the answer for anyone else struggling with this.

"I have found this setting to correct this issue.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_5/install/guide/cti75smg.pdf

page 100 - shows a value should set NotReadyReasonRequired DWORD Value  On all switches except IPCC, when enabled (1)"

Thanks,

Kiarash

[Cedric Van Labeke · Accepted solution]

Hi Klarash,

Thanks for closing the loop. Please mark the question as answered for future and other people their reference.

Thanks,

/Cedric