CCX 9.0.2 Agent Status

[chancalvin]

Hello,

Has anyone experienced this with CCX 9.0.2?

CCX realtime reports show that agent is in ready state.

Cisco Supervisor Desktop also shows ready state.

The Agent is sitting around waiting for a call and notices that calls aren't coming to him. He then realizes that his actual phone is not ready. He has to update his status in order to get it back into ready state.

CCX agent user configuration is set to Automatically go back to Available.

Doesn't happen all the time, but has been reported with several different people, in different departments, in different queues.

Ideas?

thanks

[tonyperla]

Hello,

Can you provide the exact version you are running? 9.0.2, su1, su2.  I want to say I had a similar issue running 9.0.2 and upgrading to su2 resolved the issue.

Hope this helps!

Tony

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[chancalvin]

It is SU1 !

Is it a documented bug?

How'd you know to go SU2?

thanks

[tonyperla]

I am looking back at old TAC cases and in my case there was never an actual documented Bug ID specified within our email correspondence.  It was just recommended to upgrade to su2.  I know that isn't the concrete evidence you are looking for but it may be a starting point.

Hope this helps!

Tony

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[chancalvin]

okay.

but bottom line is...

you had the same issue.

upgraded to SU2, then the issue went away.

Correct?

thanks for your help.

[tonyperla]

Correct.  The issue itself was very sporadic and I blew it off for a while until I decided to investigate. 

Hope this helps!

Tony

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[chancalvin]

Yes.

Sporadic is exactly my scenario.

thank you sir.