All agents going not-ready in Finesse 11.5 (Ucce)

[Thomas G. Johannesen]

Hey.

I have a case with one of my customer. They have experience that suddenly all the agents a going not-ready at the same time. Active calls are not dropped. This has happend a couple af times

I have looked in the finesse logs, pim logs, but they don't tell my anything.

What is the scenarios for this to happend (cucm failover, cti failover etc )

Customer version

UCCE Version : 10.5(3) , Finesse Version :11.5 , CUCM  Version :10.5.2

Thanks

Thomas

[Amer rajai Sha'er]

Hello Thomas,

It would be a good idea to look into CUIC report (not ready detail) if the agent changed to not ready there will be a code for it, search for that code and you will be pointed to the right direction.

Amer

[freymatt]

Hi,

that looks like an outage on some of the components or network connection of Finesse, CTI Server, CUCM PG or CUCM CTI MNGR.

To have an idea what's the issue  a couple of questions:

What says PG and CTI Server Portico?

Was there a cycling of PG and/or CTI Server?

Some Error Messages in MDS Log?

What says the PG and CTI Server Node Manager Log?

good luck,

Matthias