Re: finesse agent cannot get ready from not ready

oattoumani · ‎12-26-2017

hello,

Some finesse agent , after loging cannot get "ready" from "not ready" status.

there is an error message display :"CF_ressources out hors service_".

and traces have two error code

%CCBU_COMMAND_POOL-2-worker-25-3-CMD_FAILED: %[ENTITY_ID=7003820][ERROR_DESCRIPTION=errorCode 34][command_name=SetAgentState]: Received failed command response
0000224655: 10.172.152.17: Dec 26 2017 12:32:49.373 +0100: %CCBU_COMMAND_POOL-2-worker-40-3-CMD_FAILED: %[ENTITY_ID=7003820][ERROR_DESCRIPTION=errorCode 34][command_name=SetAgentState]: Received failed command response
0000225446: 10.172.152.17: Dec 26 2017 12:58:39.546 +0100: %CCBU_COMMAND_POOL-2-worker-7-3-CMD_FAILED: %[ENTITY_ID=7003820][ERROR_DESCRIPTION=errorCode 260][command_name=LOGIN]: Received failed command response
0000225523: 10.172.152.17: Dec 26 2017 12:59:09.364 +0100: %CCBU_COMMAND_POOL-2-worker-8-3-CMD_FAILED: %[ENTITY_ID=7003820][ERROR_DESCRIPTION=errorCode 260][command_name=LOGIN]: Received failed command response
0000225598: 10.172.152.17: Dec 26 2017 13:00:11.831 +0100: %CCBU_COMMAND_POOL-2-worker-9-3-CMD_FAILED: %[ENTITY_ID=7003820][ERROR_DESCRIPTION=errorCode 260][command_name=LOGIN]: Received failed command response
0000225714: 10.172.152.17: Dec 26 2017 13:00:44.546 +0100: %CCBU_COMMAND_POOL-2-worker-11-3-CMD_FAILED: %[ENTITY_ID=7003820][ERROR_DESCRIPTION=errorCode 34][command_name=SetAgentState]: Received failed command response

Any one can helps: is it a missmatch on the IP phone or in the user agent?

thanks for your helps

Omar

deepakcn · ‎12-26-2017

Hi,

Can you pull out the "agent state detail report" for this agent from CUIC and let me know if you see the agent going into not ready due to reason code "32759" . The system issues this reason code if the agent’s phone crashes and that agent is placed in the unavailable state. If this is the case, then its a problem with the agents phone and not the agent desktop. Here is the link that describes all the system reason codes :

PHONE_DOWN
Reason Code: 32759
State: Not Ready
The system issues this reason code if the agent’s phone crashes and that agent is placed in the unavailable state.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/user/guide/UCCX_BK_UE5BE47D_00_uccx-historical-reports-ug/UCCX_BK_UE5BE47D_00_uccx-historical-reports-ug_appendix_0111.html#UCCX_TP_P97E849F_00

If you can provide me the following logs I would be happy to analyze them for you :

CCX engine
Cisco Finesse
Event viewer application and System logs (RTMT page 2)

Thanks and Regards,

Deepak Nair

oattoumani · ‎12-27-2017

hello Deepak,

thanksyour for your helps.
I am going to apply your proposition; and i will inform you asap.

regards
Omar

oattoumani · ‎12-27-2017

hello,

here the RTMT traces collected during the issue on UCCX.

https://engie.uft.mft-online.com/zephyr/WebApp.jsp?ht=tab-MESSAGES-DETAILS-190427 https://engie.uft.mft-online.com/zephyr/WebApp.jsp?ht=tab-MESSAGES-DETAILS-190427

User Id :7003820

logging at this periode 12h20 - 14h15

IP Phone MAC: end 18575F

Regards

Omar

deepakcn · ‎12-27-2017

Hi,

I do not have the credentials to download the logs. Is there an alternative way for you to attach the logs.

Thanks and Regards,

deepakcn · ‎12-27-2017

Hi,

As suspected, we get "32759" in the logs which points to a phone down situation :

000224659: 10.172.152.17: Dec 26 2017 12:32:49.377 +0100: %CCBU_EVENT_POOL-2-worker-39-6-DnE-CHECKPOINT-5 - : %[Dispatch Stats=CTI_CMD_QUEUE_TIME: 0, CTI_CMD_DISPATCH_TIME: 0, CTI_CMD_EXECUTION_TIME: 2, CTI_CMD_TOTAL_EXECUTION_TIME: 2][Overall Msg Stats=CTI_MSG_RCV_TIME:Dec 26 2017 12:32:49.374,CTI_MSG_TOTAL_PROCESSING_TIME:3,CTI_MSG_DECODE_TIME:0,CTI_MSG_ACMI_NOTIFY_TIME:1,CTI_MSG_DISPATCH_TIME:0,CTI_MSG_PROCESSING_TIME:2,CTI_MSG_LATENCY:10,CTI_SOCKET_WAIT_TIME:0][Payload=CTIAgentStateEvent [skillGroupState=2 (NOT_READY), stateDuration=0, skillGroupNumber=-1, skillGroupPriority=0, agentState=2 (NOT_READY), eventReasonCode=32759, numFltSkillGroups=0, CTIClientSignature=null, agentID=7003820, agentExtension=5501, agentInstrument=null, agentID_Long=7003820, duration=null, nextAgentState=null, fltSkillGroupNumberList=[], fltSkillGroupIDList=[], fltSkillGroupPriorityList=[], fltSkillGroupStateList=[], MRDId=1, agentMode=0]CTIAgentStateEvent [ invokeID=null, cti_sequence_id=31870, msgID=30, msgName=AgentStateEvent, deploymentType=CCX]][SEQ=[7003820, 5501]]: Completed task

I also noticed NTP reach-ability alerts on Dec 26 after 11:30am :

Dec 26 11:32:06 cli-uccxpub user 4 platform: Response from 'ntpdate -q': server 10.172.158.13, stratum 0, offset 0.000000, delay 0.00000#01226 Dec 11:32:06 ntpdate[25141]: no server suitable for synchronization found.
Dec 26 11:32:06 cli-uccxpub user 4 platform: External NTP server (10.172.158.13) is currently inaccessible or down. Verify the network between the primary node and the external NTP server 10.172.158.13 and that it's NTPv4. Also check the status of the NTP client on this node via CLI 'utils ntp status'. If the network is fine, restart NTP on this node via CLI 'utils ntp restart'.

Two things you can check :

- Check the CUCM event viewer application and system logs to see why the phone went unregistered on Dec 26 2017 at 12:32:49

Use this document for reference : https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/err_msgs/8_x/ccmalarms861.html

- Run the command"utils ntp status" and make sure there are no NTP issues on the UCCX server.

Thanks and Regards,

Deepak Nair

oattoumani · ‎12-27-2017

Hi Deepak,

thanks for your helps.

At the same time I collected the CUCM Traces:CTI manager and logs applications and systemes.

regarding the ntp, i will send you the output but i think that the root cause of the issue is in the Phone or in the UCCX.

thanks for your helps.

regards

Omar

deepakcn · ‎12-27-2017

Hi,

The root cause is with the Phone going down as seen in the logs. Since we have already identified the issue using UCCX log analysis, the next task is for you to collect and analyze the system event viewer and application logs and identify the reason why the phone went down. Use the link provided in my last update as a reference document. No further log analysis is required from Contact Center point of view and i hope the analysis provided was helpful in narrowing down the issue.

Thanks and Regards,

Deepak Nair

oattoumani · ‎12-28-2017

Hi Deepak,

thank for your explanations.
I need to know the mean of the "phone_down" because is always in registered status on the callmanager, and the user made many attempts in different periode;and the issue persist. Is it a hardware issue or firmware issue? vie
I need to collecte logs on the phone console or logs event viewer on RTMT?

many thanks for your helps

regards

Omar

oattoumani · ‎01-03-2018

Hello Deepak,

happy new year.

We changed the IP Phone configuration; the user is associated to the IP phone instead the Extension Mobility.
And now the agent can go to ready.
But we need to use the extension mobility because it is adapted to the performance of the agents team.

best regards

Omar