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New Member

Agents stuck in Not Ready after several calls

We just upgraded to 3.1(1)sr2 from 3.0.2 and are getting agents stuck in a Not Ready state. For example, an agent completes a call and hangs up. They do not go back to Ready as they should. Instead they are Not Ready and if they hit the Ready button, they get an "unable to change Agent state" error displayed within the Agent window.

the Agent log reports:

15:53:16 10/21/2003 INFO ASL10013 Set agent state call failed (76).

15:53:16 10/21/2003 MAJOR PhoneDev PD2224 SetAgentState: Agent state change request failed: Unable to change agent state..

15:53:34 10/21/2003 INFO ASL10013 Set agent state call failed (76).

15:53:34 10/21/2003 MAJOR PhoneDev PD2224 SetAgentState: Agent state change request failed: Unable to change agent state..

Only if the Agent logs out and then back in, it allows them back onto the system as Ready.

Any ideas?

8 REPLIES
New Member

Re: Agents stuck in Not Ready after several calls

We r seeing the same behaviour on CRS 3.0.3a spC, any response from TAC.

New Member

Re: Agents stuck in Not Ready after several calls

TAC is on it, but no word on a solution yet. In looking at the logs, it seems that the agent reports that the "device" is busy. I'm assuming that it means the phone, so I winder if the phone load is at fault. We are running the latest which is 5.0(3.0).

New Member

Re: Agents stuck in Not Ready after several calls

Here's my agent debug at the failure:

15:56:07 10/20/2003 DEBUG10 PhoneDev PD2864 --------------------Begin CONTROL_FAILURE_CONF-----------------

15:56:07 10/20/2003 MAJOR PhoneDev PD2918 OnControlFailureConf: InvokeID is 11

15:56:07 10/20/2003 MAJOR PhoneDev PD2919 OnControlFailureConf: FailureCode = <76> CF_AGENT_DEVICE_BUSY.

15:56:07 10/20/2003 MAJOR PhoneDev PD2922 OnControlFailureConf: PeripheralErrorCode = <0>.

15:56:07 10/20/2003 DEBUG10 PhoneDev PD2960 --------------------END CONTROL_FAILURE_CONF ------------------

15:56:07 10/20/2003 DEBUG10 PhoneDev PDH2782 SetAgentStateConfCbk: for cpledger, with state AS_NOTREADY

So, this leads to several questions:

1) Is CM at fault? We are at 3.3(3)sr2

2) Is the 7960 5.0(3.0) load at fault? downrev the code

3) Is the agent software trying to attach to the phone too quickly? Maybe setting the agent to not be auto available would be a short term solution. However, the agent would have to keep clicking on ready after each call.

Silver

Re: Agents stuck in Not Ready after several calls

If the agent cannot go from Not Ready to Ready it is because MIVR thinks the phone is busy. This could mean agent is offhook on the ICD line when trying to go available or they may have ICD extensions appearing on more than one device. If they are using Extension Mobility then only the EM profile should have the ICD extension appearance.

New Member

Re: Agents stuck in Not Ready after several calls

The lines are all plain lines with no extension mob, vm, shared, or call waiting settings.

Everything was fine until the recent upgrade this weekend to CM3.3(3) and ICD 3.1(1).

Bronze

Re: Agents stuck in Not Ready after several calls

Check the RASCAL Sever LOGS for agent state changes errors. This might be caused if the system is not able to write these changes to logs or Desktop is not able to get the Rascal Global ID. One more thing are these agents Desktop Agents or IP Phone agents.

If its an IP Phone agent, go to the location:

C:\Program Files\Cisco\Desktop\IP Phone Agent

Interface\config

and check AgtStateSvr.cfg for Menu refresh interval, enable Debug and see what we get there. There are so many other timers which can be set.

If its desktop, the way you have described this, it dosent look like a configuration problem .. so most probably its a bug. Go through the following bugs

CSCeb36950 , CSCdx46617, CSCeb49310, CSCec02808.

Here is what the Error Codes description say, Its not specific and talks about ICM.

PD Text OnControlFailureConf:

FailureCode = error_code error_string

Type Major

Description: A request sent to the ICM failed.

Action: Verify that the Desktop ID, password, and

extension are correct and that the extension and

agent are correctly configured in the CallManager and ICM.

New Member

Re: Agents stuck in Not Ready after several calls

Just FYI, You might have already done this, but did you upgrade to the newer Jtapi included with SR2?

New Member

Re: Agents stuck in Not Ready after several calls

Thanks for your response, It's fixed. We did have shared lines on the phone, once we removed those shared lines, The issue was gone.

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