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.<br><br><div><span class="gmail_quote">
On 10/18/07, <b class="gmail_sendername">Mike Lay (milay)</b> <<a href="mailto:milay@cisco.com">milay@cisco.com</a>> wrote:</span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div>
<div dir="ltr" align="left"><span><font color="#0000ff" face="Arial" size="2">Ed,</font></span></div>
<div dir="ltr" align="left"><span><font color="#0000ff" face="Arial" size="2"></font></span> </div>
<div dir="ltr" align="left"><span><font color="#0000ff" face="Arial" size="2">Here is some information I have found. I am not an IPCCX
expert, just trying to help out.</font></span></div>
<div dir="ltr" align="left"><span><font color="#0000ff" face="Arial" size="2"></font></span> </div>
<div dir="ltr" align="left"><span>When an agent get off a
IPCC routed call, they are automatically put<br>into work state, which tells
them that they have configured seconds to wrap-up<br>with what they are doing
and after that they will be put into ready<br>state. After configured seconds,
which is when the work state timer expires, the<br>system tries to put the agent
into ready state but cannot if they are<br>using the ICD line to make an out
bound call and therefore you are<br>seeing the reason code of 32758 in the
report which is what the system<br>is suppose to do.<br> <br>You can either
increase the wrap up timer or create another line for<br>these agents so that
they can use that line to make outbound calls<br>instead of using the ICD
line.<br><br>You can change the wrap up time setting from IPCC AppAdmin
page.<br> (Subsystems->RMCM Subsystem --> CSQ-> Wrap up
time)<br><br></span></div>
<div dir="ltr" align="left"><span><font color="#0000ff" face="Arial" size="2">Mike</font></span></div><br>
<div dir="ltr" align="left" lang="en-us">
<hr>
<font face="Tahoma" size="2"><b>From:</b> <a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip-bounces@puck.nether.net</a>
[mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">cisco-voip-bounces@puck.nether.net</a>] <b>On Behalf Of </b>Ed
Leatherman<br><b>Sent:</b> Thursday, October 18, 2007 1:33 PM<br><b>To:</b>
Cisco Voip Mailing list<br><b>Subject:</b> [cisco-voip] IPCC Express 4 Reason
Codes<br></font><br></div><div><span class="e" id="q_115b46c289a5804c_1">
<div></div>Hello,<br><br>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. <br><br>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. <br><br>Thanks!<br><br>-- <br>Ed Leatherman<br>Senior Voice
Engineer<br>West Virginia University<br>Telecommunications and Network
Operations </span></div></div>
</blockquote></div><br><br clear="all"><br>-- <br>Ed Leatherman<br>Senior Voice Engineer<br>West Virginia University<br>Telecommunications and Network Operations