Re: Some Agents randomly goes to Not Ready State after some time

djshahzad · ‎06-21-2004

I have IPCC setup with: ICM 4.6.2 SR1, JTAPI 1.3(1.31), MS SQL 7.0 SP3, CCM 3.2(2c) SPH, IVR 2.2(5) SPB, BAT 4.3(1) - Some of my agents goes to Not Ready state automatically, the problem is not limited to a single agent it occours randomly.

I have uninstall the Agent's desktop software and re-installed it but it did'nt work.

Please let me know the solution.

paul.stephens · ‎06-24-2004

Are they going not ready or logging out. You might check your logout non-activity time in the agent desktop settings.

djshahzad · ‎06-25-2004

No they are not loggin out. Just their status is changing automatically. I have checked the logout non-activity time and its set as deafult logout time i.e. 2 hours.

So, what other options we have to solve this problem?

Waitnig for reply.

thanks

paul.stephens · ‎06-28-2004

What desktop are you using, CAD or CTI-OS ??

djshahzad · ‎06-28-2004

we are using CTI-OS.

thierry.berwart_2 · ‎07-06-2004

Hi,

I have the same problem : some agents become "not ready" without any reason ?!

In my case, the agents use the IP softphone with the Agent Deskopt ... perhaps there is a link ?

The version of IPCC is 3.1(2)

Thanks you in advance

Thierry

venkasub · ‎07-06-2004

Hi,

When agents becomes "Not Ready", Please explain the scenario in detail. Check the following,

The CTI Ports need to be in a CSS that can call the agent DN's.

Have you opened a TAC Case?

If not please open a TAC case and provide MIVR trace with debug levels SS_TEL, SS_RM, SS_CM, & SS_RMCM

along with agent.dbg trace with debug level set to 204 would help to show why agent is being put in Not Ready state.

Regards

Venkat

thierry.berwart_2 · ‎07-06-2004

Hi Venkat,

I have no more connection to the customer's server.

I must go on site but I wanted to have several path to find the problem before going on site.

I haven't opened a case yet.

I will do that if i won't find the problem

Thanks you

Thierry

djshahzad · ‎07-06-2004

There is no specific time or reason for that. As this case is not with the only one agent, it happens with different agents in different timings. And when agent just clicks Ready button again, they gets loggin and works normally.

The CTI Ports would must be in CSS otherwise how can agent work nomally. What is the procedure to verfiy that?

Thank you

yogeswar · ‎07-07-2004

Hi,

Calling Search Space is assigned to a device through phone configuration page in ccmadmin. Partition is configured to a device through Directory Number Configuration page in ccmadmin. When I specify device it includes phones / CTIPorts / CTIRoute points etc.

Inorder to verify if CTIPorts and Agents belong to same CSS/Partition, check the above configurations for ctiport and agent phones.

Regards

Yogi

thierry.berwart_2 · ‎07-09-2004

Hi !

Now, I have access to the server !

I checked the CSS and the partitions and all is ok.

I read the logs files and I found a lot of errors :

878945: juil. 08 14:50:38.379 CEST %MIVR-ICD_RTDM-3-STAT_CONDITION_FAILED:ailed: Module=ICD reporting component,Condition that should always be true=Waiting contacts in RTDM and CM should match. Manually removing waiting ct:272625/2 from ESDIAQStats:csq_skandinavie(11),A reporting entity=ESDIAQStats

878946: juil. 08 14:56:22.127 CEST %MIVR-ICD_CTI-3-SOCKET_READ_EXCEPTION:Exception while reading from a socket input.: A description for the nature of the exception=ClientConnMgr: SocketException reading msg from input stream of socket : Socket[addr=172.16.108.223,port=1146,localport=42027] in client thread client thread-588,Exception=java.net.SocketException: Connection reset by peer: JVM_recv in socket input stream read

878947: juil. 08 14:56:22.142 CEST %MIVR-ICD_CTI-3-EXCEPTION:java.net.SocketException: Connection reset by peer: JVM_recv in socket input stream read

878948: juil. 08 14:56:22.142 CEST %MIVR-ICD_CTI-3-EXCEPTION: at java.net.SocketInputStream.socketRead(Native Method)

878949: juil. 08 14:56:22.142 CEST %MIVR-ICD_CTI-3-EXCEPTION: at java.net.SocketInputStream.read(Unknown Source)

878950: juil. 08 14:56:22.142 CEST %MIVR-ICD_CTI-3-...

878957: juil. 08 14:56:25.142 CEST %MIVR-ICD_CTI-6-CLIENT_PING_INFO:Server pinging client for info.: A specific description for a trace=

Pinging 172.16.108.223 with 32 bytes of data:

Reply from 172.16.108.223: bytes=32 time<10ms TTL=127

Reply from 172.16.108.223: bytes=32 time<10ms 878958: juil. 08 14:56:25.142 CEST %MIVR-ICD_CTI-3-CLIENT_SOCKET_CLOSED:Client connection closed: A specific description for a trace=ClientConnMgr before closing Socket:socket is Socket[addr=172.16.108.223,port=1146,localport=42027] for agentID:marleen

878959: juil. 08 14:56:25.142 CEST %MIVR-ICD_CTI-3-CLIENT_SOCKET_CLOSED:Client connection closed: A specific description for a trace=ClientConnMgr posted ADOutOfServiceMsg for agentID:marleen, agentDN: 6936

878960: juil. 08 14:57:30.889 CEST %MIVR-SS_TEL-5-EVENT_NOT_RECEIVED:Event not received: All Call ids=CallID:28149 MediaId:273282/2 Task:39000045117,Missing Event=RTP_INPUT_STARTED_EV,Exception=null

878961: juil. 08 14:57:30.889 CEST %MIVR-SS_TEL-3-WAIT_FOR_CALL_AND_MEDIA_ACTIVE_FAILED:Waiting for call and media active failed: All Call ids=CallID:28149 MediaId:273282/2

I am waiting the Cisco Agent Desktop logs files ...

If I found nothing, I will open a case

Thierry

thierry.berwart_2 · ‎07-09-2004

I have also problem with for writing in the database

879562: juil. 08 14:59:40.476 CEST %MIVR-SS_RM-3-RESOURCE_DEVICE_BUSY:Resources device is busy: Module={0},The description of a message sent from/to the RM={1}

879563: juil. 08 14:59:42.304 CEST %MIVR-SS_RM-3-RESOURCE_DEVICE_BUSY:Resources device is busy: Module={0},The description of a message sent from/to the RM={1}

879564: juil. 08 15:00:43.379 CEST %MIVR-ENG-3-UNK:Failure occurred when writing historical record to the database : TABLE_NAME = ContactRoutingDetail

879565: juil. 08 15:00:43.379 CEST %MIVR-ENG-6-UNK:Failed to insert into table=ContactRoutingDetail Reason: [Microsoft][ODBC SQL Server Driver][SQL Server]Violation of PRIMARY KEY constraint 'PK_ContactRoutingDetail'. Cannot insert duplicate key in object 'ContactRoutingDetail'.

mmm

venkasub · ‎07-09-2004

Hi,

879562: juil. 08 14:59:40.476 CEST %MIVR-SS_RM-3-RESOURCE_DEVICE_BUSY:Resources device is busy: Module={0},The description of a message sent from/to the RM={1}

This error may be if the ICD extension is in a busy state. Verify that the ICD extension is idle and

does not appear on multiple devices.This could mean agent is offhook on the ICD line when trying to go available or they may have ICD extensions appearing on more than one device. If this is not problem then traces are needed are MIVR with Debug levels SS_TEL, SS_RM, SS_CM, & SS_RMCM along with agent.dbg traces with debug level set to 204.

Please open a TAC case and provide the above traces.

Regards

Venkat

starinika · ‎07-28-2004

Hi All,

I am very new to the CiscoIPPhone Service Development. I have written a simple xml file which displays a menu on the 7970 color phone. Once the user inputs some text, i make a call to a servlet and process the info on the background on my app server. Then I save this info into oracle database and send an xml text output back to the phone from within the servlet.

I set the content type for response as "text/xml"

But when i call this service from the phone, it calls my servlet and saves stuff to oracle.however there is no thanks message sent back to the phone. It keeps a message in a loop sayning "requesting"

I am stuck at a dead end. Any help or suggestions would be of great help.

Srini

yhkim · ‎07-19-2004

You must see CallManager PIM Process log.

If PIM error occur twice, CM PIM change agent state to Not_Ready forcibly.

Because this reason, you must find why this error occured.

thanks.