Agent going to not ready after call hangup, Siebel CRM Connector, reason code 50002

ATIF TANVEER · ‎09-20-2012

Hi Everyone,

We have Contact Center Enterprise UCCE 8.5.2 with CTOS integrated Siebel CRM 8.1.1 using
Cisco Unified CRM connector 

On daily basis we are receiving about 100 incidents that Agents goes to not ready after
talking to customer. and the reporting gives the reason code 50002.

As per Cisco its because of CTI server Failure/Agent desktop closed/network Problem.  But
In real there is no network issue, Agent not closing the Agent desktop. Also if this is
the case agent should be logged out but in pratical its stays logged in but moved to
not-ready state(Reason 50002)

It could be  miss communication between UCCE and Siebal CRM connector. 

One more thing its not happening with one customer only it happening in many deployment on
Version 8. Especially the one integrated with Siebel.

If anyone face the same issue please share the experience and the solution if found any!

Regards,

Atif Tanveer

ATIF TANVEER · ‎09-23-2012

I was closely monitoring the Agents and found that this CTI Failure incident happens when Agent directly close the Siebel CRM browser without going to not-ready state.

Is it possible to change some parameters in Seibel CRM driver to stop sedning CTI failure event to CTIOS server. Means if Agent intentionally or unintentionally close the CRM brwoser driver should no trigger any disconnect event to CTIOS server

Regards,

Atif

Abdulbaseer Mohammed · ‎10-01-2012

Atif,

If memory serves me right, CTI events are controlled and communicated by Siebel connector. So when your users close Siebel or any other CTI controlling connector this will be same as closing CTIOS or CAD without proper logoff. This will keep the phone out of synch and keep the user automatically into not ready to prevent any callers going to this device.

Simple answer you have to train users and make sure they close Close applications properly.

Thanks,

Baseer.