CTIOS Desktop Tool Kit

[DJ Kulkarni]

Hi,

I wanted to see from where can I download Cisco CTIOS desktop Tool Kit for version 9.My issue is we have customized CTIOS desktop 7 but my UCCE version is 10.5.2 which is not compatible I know but it works.Some times I get attached issue

"Your Agent state has been set to NotReady by the PIM because some calls were routed to you and havent been received.Please ask your administrator for help".

When I try to install CTIOS 10.5 where CTIOS 7 is installed it is asking me for CTIOS 9 version.I cannot uninstall CTIOS 7 directly as its customized and has to be used.Please let me know where I can get the CTIOS media I checked the cisco website 

Regards,
DJ

[Deepak Mehta]

It is available on cisco , you can download based on your CCO access.

https://software.cisco.com/download/release.html?mdfid=273556284&flowid=&softwareid=280840587&os=null&release=9.0(4)&relind=null&rellifecycle=null&reltype=null

[DJ Kulkarni]

Hi

@Deepak : It is asking me for Base version of 9.0 I already tried this 9.0.4

@Sasikumar: Is there any specific report or SQL Query which I can use to find that agent got calls twice and they did not pick up.Or is there any timer set which makes the PIM to set them to not ready ??

I know we use RONA and its working good.I want to avoid talking calls and try easy way

Please let me know

Regards,

DJ

[Sasikumar Divvela]

Hi DJ,

You can find these agents by using reason code 50010. Here is the reason code meaning

50010-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.

There is no timer for this. By default no.of calls is 2. 

And for base version installer, reach out to partners or TAC.

Regards,

Sasikumar.

[DJ Kulkarni]

Hi,

Solved this issue by tracking the logs to IP IVR they application which gets triggered had only 1 session enabled after changing that to 50 sessions the agent error was gone.

1st I thought its CTIOS Client issue then Call router but this one was tricky

[Sasikumar Divvela]

Base version will not be available in cisco site. you need to reach out to partners or TAC to get that. Only patch version installer you can get from site.

And by the way the error you are getting is not related to CTIOS. That is because when agent don't answer two continuous calls pim set him to not ready state to avoid further routing to the same agent.

[Chintan Gajjar]

I think you have underlying problem on CCE with routing calls to agent. have you tried to nailed it down instead of trying out new version of CTI Toolkit?