CTI Not ready reason code 50010

[SERVION]

Hi ,

  We have a UCCE set up 8.0 . Agents automatically going to not ready state. When checked in report it shows Missed Tasks eroor code (50010). It is a default cisco reason code.Can anyone explain the exact reason for this issue .

Thanks,

Rahul

[david.macias]

Are you seeing any errors in the router log viewer that match the time stamp?

dam

[SERVION]

We use CUIC for reporting and in login not ready report i fould the reason error code.

Thanks,

Rahul

[Gergely Szabo]

Hi,

the schema handbook says about this error code:

The agent did not receive multiple consecutive calls routed to him/her. The system makes the agent Not Ready automatically so that additional calls are not routed to the agent. By default, the number of consecutive calls missed before the agent is made Not Ready is 2.

This means the system was able to see these agents as available, it tried to send calls there, but for some reason the calls never reached the agent.

A common mistake causing this issue is Device Target misconfiguration. Can you please check whether you have set up device target for agents, including labels for CUCM and IVR/VRU's?

G.

[SERVION]

Hi Gergely,

Thanks for the reply, We have configured the device target correctly and this issue is happening randomly to agents.

R

[Gergely Szabo]

Hi,

and if you just go the Administrative Workstation server and start up the application named Router Log Viewer, is there anything suspicious? Like "Tried to send call to agent X but failed" or so?

G.

[SERVION]

Gergely,

NO, i am not able to see any such errors in my router log viewer.

R

[david.macias]

Can you post the CTIOS agent desktop log?

david

[ATIF TANVEER]

Hi Everyone,

I am facng the same problem. UCCE 8.5, CUCM 8.6

There is no reserve state. After agent finishs the call goes to not-Ready automatically.

@Rahul: Did you find any solution for that

Thanks,

Atif

[Senthil Kumar Sankar]

Hi Rahul/Atif,

If you have any such instance, take the RTR process logs for the same time, You should be seeing the Agent Extension as Label and for that call check do you see any error message like "DEVICE ABORT"

If that is the case, you may have to check the below things in CUCM

1) CSS & Partiton

2) Check that directory number in Route Plan Report, Do you have multiple entries for that directory number like (CTI RoutePoint, Directory Number)

This happened to one of our site and the above mentioned two was the reason.

Regards,

Senthil

[justinjcox20]

Have you checked that the phone is in the right partition? Had this issue today and realized it was wrong partition causing a busy from the end device and when ICM points to it and shows it available, it sends call, shows busy, and gets call overlap.

[TimHutchinson72001]

I appreciate that this is a very old post, but I came across it recently whilst investigating why agents were being set Not Ready by the system and thought I would share my findings.

In our case, it appears that if the caller disconnects whilst the agent is in the "reserved" state, and if this happens on two consecutive occasions, the system interprets this as a fault and sets the agent Not Ready, with the code 50010 "Missed Tasks" code.

In other words, it doesn't necessarily happen because of a technical or configuration issue, but can simply happen where the caller disconnects just as the call is being routed to the agent.

[bill.king1]

Thank you for sharing that Tim. What version of CCE are you on? And you're saying that the scenario is:

Agent is ready

Agent is reserved while caller is ringing on agent's phone

Caller hangs up before agent answers

Agent goes ready

Agent is reserved while caller is ringing on agents phone

Caller hangs up while caller is ringing on agent's phone

Agent set to Not Ready with 50010 Missed Tasks?

[TimHutchinson72001]

We're on 10.6, upgrading to 12.x next year.

Yes, that's exactly what's happening:

14/12/2020 14:54:50 Ready         None
14/12/2020 14:54:51 Reserved    None
14/12/2020 14:55:20 Ready         None
14/12/2020 15:56:27 Reserved    None
14/12/2020 14:56:57 Not Ready  Missed Tasks

On this occasion, I can see from the call data that one call dropped out at 14:54:51 and another at 14:56:27, i.e. the same time the system set the agent to "Reserved". I guess it was just an unfortunate coincidence that the same agent was selected for both calls. I have other examples where the call has dropped out a second or two after the agent has been reserved. The "Reserved" period in our system lasts about 3 seconds, during which the agent gets a "whisper" which announces the call type.

What's slightly annoying is that the Finesse interface appears to "freeze" in the reserved state after the second occasion for up to 30 seconds, before it sets the agent "Not Ready".

[bill.king1]

Interestingly, this link mentions it being 2 calls as the default for this setting. Not sure if you'd really want to increase that to 3, but in case it helps you.

https://community.cisco.com/t5/collaboration-voice-and-video/reason-codes-for-agent-not-ready/ta-p/3148096