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New Member

The agent extension is out of service. error

The agent extension is out of service.

ready state change and call control operations cannot be performed.

The agent extension is back in service.

all operations are back in service.

I get this when the agent is just sitting there in a ready state.

CUCM 7.0 UCCX 7.0

I would appreciate any help you can offer.

Dave 404 569-1752

mcsephoneguy@yahoo.com

3 REPLIES
VIP Super Bronze

Re: The agent extension is out of service. error

The most common cause of this was the agent's phone restarted or a CTI interruption occured. This is typically something to start troubleshooting on UCM side. The CAD Troubleshooting Guide says essentially the same thing:

Problem The agent’s state changed to Not Ready for no apparent reason.
Symptom. In some situations, an agent’s state may change to Not
Ready for no apparent reason.
Cause. To determine the reason, check the reason code:
..other causes removed...
■ If the reason code is 32759, the agent’s state became Not Ready
because the phone went out of service. Check to make sure the
phone is still functional and that you can call the phone directly. If
everything seems fine, it is most likely a temporary problem and the
phone has since recovered. If the phone is still down, it is most
likely a Unified CM problem. Please consult Unified CM support.
Solution In many cases, an agent’s state becoming Not Ready is not a serious
issue. Simply click Ready to change the agent’s state to Ready.
To determine the reason code, do one of the following:

...other solutions removed...

If the reason code is 32759, the agent’s state became Not Ready
because the phone went out of service. Check to make sure the
phone is still functional and that you can call the phone directly. If
everything seems fine, it is most likely a temporary problem and the
phone has since recovered. If the phone is still down, it is most
likely a Unified CM problem. Please consult Unified CM support.

Please remember to rate helpful responses and identify helpful or
New Member

Re: The agent extension is out of service. error

Thanks Jonathan,

It seems to happen fairly often on various phones and doesnt have a geograpic boundary.

Could be local phones to the UCM or remote users on the network.

It has been happening for 2-3 days randomly.

I will check out the guide.

Hopefully I can reach some conclusions as Im having to work until I repair it.

So far since Wednesday since on my vacation in FL trying to visit my mother.

Any additional ideas are much appreciated.

Re: The agent extension is out of service. error

David,

I've encountered this error in the past and it seemed mostly related to the wiring to the phones. Try having an agent that is having issues switch to CIPC and see if the error continues. Remember that phones are especially sensitive to bad wiring.

Tanner Ezell www.ctilogic.com
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