[cisco-voip] IPCC Express 4 Reason Codes

[Ed Leatherman]

That's exactly what I was looking for, thank you very much Mike. Is that in
a document somewhere on CCO that I can read for future reference? Perhaps I
was looking in the wrong place.

On 10/18/07, Mike Lay (milay) <milay at cisco.com> wrote:
>
>  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
>



-- 
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations
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