09-30-2011 01:05 AM - edited 03-14-2019 08:38 AM
Hi all,
something really strange is happening: everything but Work_Ready and Work_Not_Ready events/states get recorded in the Agent_State_Trace table.
What really blows my mind is that the agents go to Work_Ready and Work_Not_Ready, commonly known as the Wrapup state. I can see it in the _Real_Time tables, for instance. I can see it in the Termination_Call_Detail table. But I don't see that in the Agent_State_Trace. Of course, the Agent State Trace checkbox is ticked on the Advanced tab for all agent profiles in Agent Explorer, and it seems to work alright, since other states like Call_Initiated, Talking etc are there.
Do you have any idea what's wrong? Is there a special switch I need to poke in order to enable these two states?
This is a new install of UCCE, running ICM 8.0(3), CTI OS 8.0(3), CUCM 8.0(2), IVR 8.0.(something).
Thanks in advance.
Solved! Go to Solution.
09-30-2011 01:45 AM
Hi,
i cannot directly answer your problem but we had a simmilar issue with ICM 8.0(3)... We used State_Traces and some states were missing (dont recall exactly which).. We asked TAC Support for help and they gave us an Engineering Special which helped.
I dont know if you have the same problem but it sounds simmilar and there seems to be definately some kind of problem with statr_traces in this version so i would recommend asking TAC.
Regards,
Fabian
09-30-2011 01:45 AM
Hi,
i cannot directly answer your problem but we had a simmilar issue with ICM 8.0(3)... We used State_Traces and some states were missing (dont recall exactly which).. We asked TAC Support for help and they gave us an Engineering Special which helped.
I dont know if you have the same problem but it sounds simmilar and there seems to be definately some kind of problem with statr_traces in this version so i would recommend asking TAC.
Regards,
Fabian
09-30-2011 02:25 AM
Hi,
indeed, it's a bug in ICM 8.0(3), TAC guy just confirmed it. Namely CSCtn14139 and/or CSCtk05824.
ICM 8.0(3) ES7 needs to be installed on the PG servers. I will try that and then update this post as well.
Have fun.
G.
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide