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<DIV dir=ltr align=left><SPAN class=053333918-18102007><FONT face=Arial
color=#0000ff size=2>Ed,</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=053333918-18102007><FONT face=Arial
color=#0000ff size=2></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=053333918-18102007><FONT face=Arial
color=#0000ff 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 class=053333918-18102007><FONT face=Arial
color=#0000ff size=2></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=053333918-18102007>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 class=053333918-18102007><FONT face=Arial
color=#0000ff size=2>Mike</FONT></DIV></SPAN><BR>
<DIV class=OutlookMessageHeader lang=en-us dir=ltr align=left>
<HR tabIndex=-1>
<FONT face=Tahoma size=2><B>From:</B> cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] <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></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 </BODY></HTML>