IPCC Agent goes reserved state and then Forced to "NOT READY STATE"

[muzammelhaque]

Hi,

In IPCC Enterprise network Some Agents goes Reserved state and then forced to "NOT Ready State". And no calls routed these particular agents. Whats the reason.

Regards,

Muzammel Haque

[villarrealed]

Take a look at the Router Log Viewer on the AW to determine if there are any errors. I've seen this before where the agent logs into a device not configured as a device target.

[geoff]

If the phone is associated with JTAPI, it will allow you to log in to CTIOS. If the line is not configured as a device target, ICM will not prevent you from logging in with the normal configuration. But you can stop this by changing the registry. This is important when you have two lines on the phone, one the CC line and one the "private line". If the device is correctly associated with JTAPI, an agent could log in with either extension. Obviously, you don't want them logging in with their private line, but unless you change the registry, they will be able to.

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\\PG1A\PG\CurrentVersion\PIMS\pim1\EAGENTData\Config\RejectLoginWithoutDeviceTarget

Set to 1. Then they will get an error.

If you do have the device target configured, make sure you also have a label on the appropriate Routing Client (CVP, CUCM, IPIVR) or the Call Router will not be able direct the call to the agent it selects.

Regards,

Geoff

[muzammelhaque]

Hi Geoff,

Thanks for the reply. This Contact center is running since three years with the current configuration. After we faced the problem we recycled both the PGs but the problem was not solved but interesting is we changed the Agent desk and it was worked and after two hours we shift same agents to their original desk and worked. now everything are working fine. We need to identify the root cause of the problem. Only 8 agents were faced this problem.

Kindly help me.

Regards,

Muzammel

[david.macias]

What did the UCM pim logs tell you?

david

[muzammelhaque]

HI,

The CCM-PG PIM log telling that Agent MISSED 2 consecutive routed calls and FORCING TO NOT READY STATE but agent did not missed any calls. some logs are below and complete logs are attached here.

17:36:34 pg1a-pim1 Trace: AGENT 30311 on Ext:20255 MISSED 2 consecutive routed calls. FORCING TO NOT READY STATE.

17:36:34 pg1a-pim1 Trace: TelephonyDriver::ProcessReservedTimeout: No call arrived to match PreCall message. netTargID=5478 Ext=20246 AgentID=30451 RTRCallKey=149178.18748 DtAborts=1

17:36:34 pg1a-pim1 Trace: TelephonyDriver::SendDeviceTargetAbortInd: agentSkillTargetID = 5448

17:36:34 pg1a-pim1 Trace: CSTA PRIVATE GEODeviceTargetAbortIndMSG: TelephonyDriver::SendDeviceTargetAbortInd: SENT TO OPC

CRSCallID_Date = 149178 CRSCallID_ID =18748

NetworkTargetID = 5478 PeripheralCallKey = -1 AgentSTID=5448

17:36:48 pg1a-pim1 Trace: TelephonyDriver::CSTAAssociateData: Agent not found. Agent=

17:36:51 pg1a-pim1 Trace: TelephonyDriver::ProcessDeviceTargetAbortInd: Unable to find agentPtr by AgentSkillTargetID: 0

17:36:58 pg1a-pim1 Trace: RecvTransferredEventMsg: Couldn't find client stack for transferred device: 50002

17:36:58 pg1a-pim1 Trace: ReclassifyLineCallReferences: Couldn't find client stack for device: 50002

17:36:58 pg1a-pim1 Trace: ApplicationProtocol::GetRequestInfo: Couldn't find the agent for AgentSkillTargetID -1 NetworkTargetID 5649 in the invocation object inv ID 1390758

17:37:04 pg1a-pim1 Trace: TelephonyDriver::ProcessDeviceTargetAbortInd: Unable to find agentPtr by AgentSkillTargetID: 0

17:37:04 pg1a-pim1 Trace: TelephonyDriver::ProcessDeviceTargetAbortInd: Unable to find agentPtr by AgentSkillTargetID: 0

17:37:04 pg1a-pim1 Trace: TelephonyDriver::ProcessDeviceTargetAbortInd: Unable to find agentPtr by AgentSkillTargetID: 0

17:37:04 pg1a-pim1 Trace: TelephonyDriver::ProcessDeviceTargetAbortInd: Unable to find agentPtr by AgentSkillTargetID: 0

17:37:04 pg1a-pim1 Trace: TelephonyDriver::ProcessDeviceTargetAbortInd: Unable to find agentPtr by AgentSkillTargetID: 0

17:37:07 pg1a-pim1 Trace: TelephonyDriver::ServiceInitiated: Agent Initiating a call with pre-call active - clearing Pre-Call netTargID=5411 Ext=20159 AgentID=30533 RTRCallKey=149178.18791

17:37:07 pg1a-pim1 Trace: TelephonyDriver::SendDeviceTargetAbortInd: agentSkillTargetID = 5358

17:37:07 pg1a-pim1 Trace: CSTA PRIVATE GEODeviceTargetAbortIndMSG: TelephonyDriver::SendDeviceTargetAbortInd: SENT TO OPC

CRSCallID_Date = 149178 CRSCallID_ID =18791

NetworkTargetID = 5411 PeripheralCallKey = -1 AgentSTID=5358

17:37:08 pg1a-pim1 Trace: TelephonyDriver::ServiceInitiated: Agent Initiating a call with pre-call active - clearing Pre-Call netTargID=5478 Ext=20246 AgentID=30451 RTRCallKey=149178.18797

17:37:08 pg1a-pim1 Trace: TelephonyDriver::SendDeviceTargetAbortInd: agentSkillTargetID = 5448

17:37:08 pg1a-pim1 Trace: CSTA PRIVATE GEODeviceTargetAbortIndMSG: TelephonyDriver::SendDeviceTargetAbortInd: SENT TO OPC

CRSCallID_Date = 149178 CRSCallID_ID =18797

NetworkTargetID = 5478 PeripheralCallKey = -1 AgentSTID=5448

Regards,

Muzammel Haque