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CTIOS agent state shows"Undefined"
Answer
7/20/10 10:18 PM
We are using UCCE 7X and CTIOS 7.2.9 . When agent is trying to make the out bound call his state shows as undefined and all his buttons grey out. He has to close the CTIOS to log back in.However when he tries to make the outbound call it again gives the same error.However the out bound will start working if he is manually logged out by his supervisor and that too for a while.
 
I figured out that his CTIOS log shows his state as eBusyOther which according to devlopers guide is "The agent is busy performing a task associated with another active SkillGroup." I am not sure what this means as the agent is not added to any other skill group and is just in not ready state!
 
Any insight into this much apprecitated. Why will the CTIOS send a eBusy ? Are there any logs I need to look at.
Log entry
 
<strong style="font-family: Helv; font-size: 10pt;">"
<strong style="font-family: Helv; font-size: 10pt;">

 


07/15/2010 13:28:18.[agent.5000.65058].OnAgentStateEvent(eBusyOther, )

 
 
Log entry
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RE: CTIOS agent state shows"Undefined"
Answer
8/5/10 12:10 AM as a reply to Praveen Vyapaka.
Praveen,
 
It sounds like agents are using the hardphone and not the CTIOS client to make these outbound calls?  In my experience agents cannot use CTIOS to make outbound calls while they are in eAVAILABLE state, so they tend to reach for the handset, which does allow them to do so (which is rather naughty of Call Manager IMHO!) :0).
 
If agents select a NotReady state, they can then use CTIOS client to make outbound calls.
 
I think ICM sets eBusyOther because the instrument is out of service but the agent is still logged in and not NotReady.  That's my guess anyway.
 
Chris
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RE: CTIOS agent state shows"Undefined"
Answer
9/28/10 8:59 AM as a reply to Christopher Nagel.
Thanks for the response Chris. i am no longer getting notifications if anyone responds to the post and hence seeing it now !
 
back to the problem. This issue  is happening when the agent is using hardphone or the desktop to make the outbound calls. but not sure if status of the agent gets fixed to ebusyother first time he uses the hardphone and then keeps coming back even if he uses his desktop phone next time.
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