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Community Member

Agent Desktops automatically going to "not ready"

Hi group,

I have a problem where my agent desktops are automatically switching to "not ready" for no reason. The agent has not missed a call and there are no calls in queue. All the agents who are logged in are in a ready state, and then all of a suddent they switch to a "not ready" state. has anyone run into this before?

Thanks in advance.

-Russ

3 REPLIES
Silver

Re: Agent Desktops automatically going to "not ready"

How many agents do you have? Required Version of CCM and CRA. Does this happen after an ICD call / after transfer or conference? Briefly explain the scenario.

Community Member

Re: Agent Desktops automatically going to "not ready"

10 agents. CCM 3.3 CRA 3.0(3a). It appears to happen when a new call comes into the queue, All the agents who are in a "ready" state go to a "not ready" state. This doesn't happen when every new incoming call, I have been unable to nail down a pattern to this. Have you run into a similar situation before?

Bronze

Re: Agent Desktops automatically going to "not ready"

Hi,

As per the callmanager compatibility matrix, Call Manager 3.3(3) is supported with CRA 3.0(3a) -

co-located or stand alone with 3.0(3a)spB minimum / spC recommended.

Check out the CallManager Compatibility matrix,

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm

Apply the service pack and see if problem occurs. If still problem persists, please open a TAC case and traces are needed are MIVR with debug levels SS_TEL, SS_RM,SS_RMCM,SS_CM along with agent.dbg traces with debug level set to 204. Please provide the traces with time problem occurred and agent that had problem along with problem description.

Regards

Venkat

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