Hi,
We are developing a custom agent application to Cisco ICM through CTIOS using .NET Client Interface Library. This application will be
used for both ACD and private calls,(as blended agent same device will be used for both inbound and outbound). Private line was the outbound skill group call which dialer(a third party dialer) would make to agent, there is no manual outbound call from the Agent
softphone/device. 

1. When agent is in outbound, the status will be updated as ¿Not Ready¿ in ACD by the dialer to prevent the ACD call being delivered at the same time.
2. Based on the incoming queue parameters the agent can put in inbound to take ACD calls, by setting the status to ¿Available¿ by the Dialer.
3. Now agent can take the ACD calls
 
From the documents, we understand that ACD will reserve any one of the available agents for Incoming calls(status will be changed to
¿Reserved¿). Once the Agent answers the call the status will get changed to ¿Talking¿ then to ¿Work Ready¿ after the call is cleared from the device.
 
Agent can take inbound calls while he is in inbound status and outbound calls while he is in outbound status. It worked good as expected for few calls, then after some time the agent is set to Ready in ACD then it changes the status to ¿Reserved¿ but the call is not getting delivered to the agent device(the status remains for 30seconds), then the status is getting changed to ¿Not Ready¿ by the ACD itself. We are getting CTIOSFailureEvent message as below,
 
eCTIOSFailureEvent Dump:- (FailureCode:13 ErrorMessage:Agent state has been set to Not Ready because calls routed to you were not received. Please ask your Administator for help)

Note: This app should run in a single machine, hence multiple concurrent agent would be loggedin.

Any help would be greatly appreciated
 
Thanks,
Senthil.

Which ACD are you using? For IPCC, if an agent fails to answer a call then the agent is automatically placed in a not ready state. Your ACD may do the same. Are you able to duplicate this issue with the out of box CTIOS Agent Desktop? If so, please open a TAC Service Request for the UCCE Agent Desktop. If not reproduceable with the CTIOS Agent Desktop, your question requires in-depth analysis of your client, CTIOS Server and PG logs. Please open a Service Request and provide the version numbers of the CTIOS Client, CTIOS Server and the PG you are using as well as a full set of CTIOS .NET Cil client, CTIOS Server, and PG logs showing the failure and the preceding calls handled.