[cisco-voip] IPCC Express 4 Reason Codes

[Mike Lay (milay)]

Ed,
 
Here is some information I have found. I am not an IPCCX expert, just
trying to help out.
 
When an agent get off a IPCC routed call, they are automatically put
into work state, which tells them that they have configured seconds to
wrap-up
with what they are doing and after that they will be put into ready
state. After configured seconds, which is when the work state timer
expires, the
system tries to put the agent into ready state but cannot if they are
using the ICD line to make an out bound call and therefore you are
seeing the reason code of 32758 in the report which is what the system
is suppose to do.

You can either increase the wrap up timer or create another line for
these agents so that they can use that line to make outbound calls
instead of using the ICD line.

You can change the wrap up time setting from IPCC AppAdmin page.
(Subsystems->RMCM Subsystem --> CSQ-> Wrap up time)


Mike

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Ed Leatherman
Sent: Thursday, October 18, 2007 1:33 PM
To: Cisco Voip Mailing list
Subject: [cisco-voip] IPCC Express 4 Reason Codes


Hello,

Trying to figure out what the reason code "32758 - Work state timer
expired" is supposed to mean. I have a 15 second work period on one of
our CSQ's, and 90% of the time it works great, but there are a few cases
where it is putting the agent into Not Ready state when the timer
expires, instead of Ready. I do not believe this is something the agent
is doing and normally the agent notices and puts themselves back into
Ready.. but there are occasions where they miss it. 

I think I may be hitting CSCsk06089, which is exactly the symptoms i
have but the MIVR logs don't match what is in the bug report. I don't
want to open up a TAC case on this until I understand what a legitimate
case for that reason code would be... in case it IS something we're
doing to cause it. 

Thanks!

-- 
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://puck.nether.net/pipermail/cisco-voip/attachments/20071018/d42517af/attachment-0001.html