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.
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).
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.
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.
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
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
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.
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The short answer is that you don't.... That isn't entirely true while at
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...