Agent being placed in not ready state and CUIC report

[Mark Verwey]

I have new call center group that started using UCCX and Finesse today.  They have been up and taking calls for a little more than 5 hrs with for the most part no issues.  There are several agents that have been sitting in a ready state, their phone never rings then suddenly they are placed in the not ready state. 

I ran reports from CUIC and several of the not ready reason codes aren't listed anywhere that I can find (example not ready code 255).  Also, not able to run a report for a single agent even when only that agent is selected (report example  Agent State Detail Report).

Mark

[D_Lebedev]

Hi,

Which version of UCCX you have?

First of all check :

1) License is valid for all quanity of agents.

2) There is no configuration error with CSQ and agents.

3) There is no configuration error by skill based routing with your resouces.

[Chakshu Piplani]

1) Verify the CSS of the call control group to have the Partition of the agents phone, this should clear up the agent going into not ready issue.

2) Reason code 255 is same as UCCE 255.

Desktop Behavior

Under certain conditions, Finesse sends a code of 255 to the CTI server (you may see a different code on the CTI server side). The actual behavior of the desktop under these conditions depends on the setting for Logout on Agent Disconnect (LOAD) in Unified CCE. By default, the CTI server places the agent in Not Ready state.

Note	Finesse takes up to 120 seconds to detect when an agent closes the browser or the browser crashes and Finesse waits 60 seconds before sending a forced logout request to the CTI server. Under these conditions, Finesse can take up to 180 seconds to sign out the agent.

The following table lists the conditions under which Finesse sends this code to the CTI server.

Scenario	Desktop Behavior	Server Action	Race Conditions
The agent closes the browser, the browser crashes, or the agent clicks the Back button on the browser.	When you close the browser or navigate away from the Finesse desktop, the Finesse desktop makes a best-effort attempt to notify the server.	Finesse receives a presence notification of Unavailable from the client. Finesse waits 60 seconds, and then sends a forced logout request to the CTI server.	The agent closes the browser window. Finesse receives a presence notification of Unavailable for the user. Finesse tries to sign the agent out; however, that agent is already signed out. If the browser crashes, it can take the Finesse server up to 120 seconds to detect that the client is gone and send a presence notification to Finesse. A situation can occur where the client signs in to the secondary Finesse server before the primary Finesse server receives the presence notification caused by the browser crash. In this case, the agent may be signed out or put into Not Ready state on the secondary Finesse server. If the Finesse desktop is running over a slower network connection, Finesse may not always receive an Unavailable presence notification from the client browser. In this situation, the behavior mimics a browser crash, as described in the preceding condition.
The client refreshes the browser	—	Finesse receives a presence notification of Unavailable from the client. Finesse waits 60 seconds before sending a forced logout request to the CTI server to allow the browser to reconnect after the refresh.	—
The client encounters a network glitch (Finesse is in service)	Because the connection to the Finesse server temporarily goes down, the client fails over to the secondary Finesse server.	The primary Finesse server receives a presence notification ofUnavailable from the client. Because Finesse is in service, it sends a forced logout request to the CTI server for the agent.	A situation can occur where the forced logout does not happen before the client signs in to the secondary Finesse server. If the agent is on a call, the primary Finesse server sends the forced logout request after the call ends. The agent will be signed out or put into Not Ready state when the call ends, even though the client is already signed in to the secondary Finesse server.