Agents getting bumped to not ready 1

[lilabell]

Hello,

We are experiencing an issue where the agents are periodically getting bumped to Not Ready. This does not happen while the agent is on the call. It is affecting all of the agents and happens regardless of what queue the agent belongs to. Rebooting the server corrected the issue for a little while but we can not continue to reboot the server. Any help you can provide would be greatly appreciated.

 

[whykap]

What's the product and the version?
Do all the agents go to Not ready at the same time? Can they go to ready after that or do you have to reboot to do that?

 

[lilabell]

Hello again,

Thank you for your help. Here are some additional details.
IPCC Version 5.0, CM version 6.1. Thankfully the issue does not happen to all of the agents simultaneously or even consistently. And it does not happen when they are on a call. It is happening periodically between calls but often enough to be annoying. They can go to ready state on their own with out the reboot. The reboot corrected the issue for a couple of weeks then it started happening again late last week. We looked at the logs and we are not seeing any connectivity issues with the server that seem to indicate there is an issue there also we have 2 servers in the cluster so if that were the case I would suspect that any connectivity issue (LAN) would need to be occouring on both servers? Anyway I am a newbie to the contact center portion so please let me know if you need more info, I will be more than happy to provide any additional information.

Thanks again!

Lilabell

 

[whykap]

Agents going to not ready when idle 99% of the time happens because they get a call and do not answer. The system will then put them in not ready for obvious reasons.
I would start there first. Have the sups monitor their agents and make sure that is not happening. Also pulling an agent report will show you that they did not answer calls and went to not ready state.
For example:
An agent is on a call on their non-agent line. A call comes in on their agent line through IPCC. They ignore that call or do not see it. IPCC puts them in not ready and they do not notice. When they do notice they complain the system does not work.

If it was all the agents at once I have seen that and it would be caused by a system malfunction of some sort. What you experience is most often a user/agent issue. Resolution would be proper training and closer monitor by the supervisors through their monitor tool.

Also a system disconnect would not put an agent in not ready. It would all together put log them out.

 

[lilabell]

Hi again,

I spoke with the agents manger and the agent and it sounds like they are being put in reserve. This is what I got from the Cisco documentation.

Reserved
You are temporarily set aside to receive a specific ACD call. Your state changes to the Talking state when you answer the call.If you fail to answer the call within a time limit specified by the system administrator, the ACD places you in a Not Ready state.The Reserved state is automatically set for you by the ACD and does not have a corresponding button. You can be in this state without the phone ringing (you are waiting for it to ring).

My question is can someone show me where to look for this setting and the time out? It is fine the way it is but I just need to let the manager know what the time out is if that is the issue.

Thanks for helping out the "newbie"

Lilabell

 

[whykap]

The timer is defined under the crm administrator program and by default is 12 seconds if memory serves me right.
So approx 3 rings. if the agent does not answer in 3 rings the system puts them in a not ready state and tries the next available/longest idle agent.

It can be changed to whatever you like but usually 3 rings is plenty of time to answer a call (particularly if that is what you are getting paid to do).

 

[lilabell]

Thank you so much for your help! I will look into that, and I completely agree. I dont think it should be changed.

Thank you once again and have a great day!

Lilabell