ā10-07-2010 03:00 AM - edited ā03-14-2019 06:38 AM
My customer is using Cisco ICM 7(0) SR3 which is integtrated to an Avaya ACD using EAS and CMS. This has been Live for a year, recently they have been trying to attain Agent not ready reason codes however ICM only receives zero's instead of the reason code. I was wondering if anyone has experienced this or if there is a setting on the PG or the Avaya that could be changed in order for ICM to receive the Agent not ready codes.
Solved! Go to Solution.
ā12-20-2010 08:58 AM
Hi Klarash,
Thanks for closing the loop. Please mark the question as answered for future and other people their reference.
Thanks,
/Cedric
ā12-17-2010 11:41 PM
Hi Kazemi
When you are referring to reason codes,could u give an extract/example what kind of reason code you are expecting.
If incase u are not referring proper Agent status code please check hashin records in PIM logs
please traverse through using Agent Id/Xtn and see if there are any messages of the records being ignored
Thanks
Alok
ā12-20-2010 07:57 AM
Hi Alok,
Thanks for the response. I was after the Not Ready reason codes like the onese used when agents go for a break, they were just being passed to ICM as 0. I got this working with TAC's support. Here is the answer for anyone else struggling with this.
"I have found this setting to correct this issue.page 100 - shows a value should set NotReadyReasonRequired DWORD Value On all switches except IPCC, when enabled (1)"
Thanks,
Kiarash
ā12-20-2010 08:58 AM
Hi Klarash,
Thanks for closing the loop. Please mark the question as answered for future and other people their reference.
Thanks,
/Cedric
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