Cisco Cisco E-Mail Manager Unity Integration Option User Guide
The WebView Agent Not Ready reports (agent30: Agent Not Ready Summary and agent31:
Agent Not Ready Detail ) show only the numeric Not Ready reason code, not the textual code.
Agent Not Ready Detail ) show only the numeric Not Ready reason code, not the textual code.
Message:
None
Cause:
This might occur if you either have not configured the Not Ready reason codes with associated
text in the ICM/IPCC configuration tool or the agent event detail option is disabled for the Cisco
CallManager peripheral. For System IPCC, agent event detail is enabled by default and cannot
be disabled.
text in the ICM/IPCC configuration tool or the agent event detail option is disabled for the Cisco
CallManager peripheral. For System IPCC, agent event detail is enabled by default and cannot
be disabled.
Action:
If Not Ready reason codes are not configured in the ICM/IPCC configuration, configure the
Not Ready reason codes and their textual equivalents using the Reason Code List tool. These
reason codes match the Not Ready reason codes configured in the agent desktop software.
Not Ready reason codes and their textual equivalents using the Reason Code List tool. These
reason codes match the Not Ready reason codes configured in the agent desktop software.
Note: The IPCC Enterprise system uses several predefined Not Ready reason codes (50002,
50010, and 32767) that do not have associated text. If you want a textual reason code to appear
in reports for these Not Ready reason codes, you must configure them in the Reason Code List
Tool.
50010, and 32767) that do not have associated text. If you want a textual reason code to appear
in reports for these Not Ready reason codes, you must configure them in the Reason Code List
Tool.
If Not Ready reason codes are configured in ICM Configuration Manager, open the Cisco
CallManager peripheral (either the CallManager PG or IPCC PG depending on your
configuration). Check the agent event detail option on the Agent Distribution tab.
CallManager peripheral (either the CallManager PG or IPCC PG depending on your
configuration). Check the agent event detail option on the Agent Distribution tab.
Agent state does not appear in Agent State Trace reports
Symptom:
Agent state information does not appear in WebView real-time agent state trace report.
Message:
None
Cause:
This might occur if the agent state trace option is disabled for the agent.
Action:
In the ICM/IPCC configuration tool, open the agent's record. Check the agent state trace option.
Note: Enabling agent state trace for many agents might impact system performance as the option
causes more records to be written to the database. If you notice a performance problem, you
might want to disable agent state trace, or only enable agent state trace for those agents on whom
you are reporting.
causes more records to be written to the database. If you notice a performance problem, you
might want to disable agent state trace, or only enable agent state trace for those agents on whom
you are reporting.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Troubleshooting Report Data
Troubleshooting Agent Reporting