Cisco Cisco E-Mail Manager Unity Integration Option User Guide
Agent Not Ready reason code text does not appear in reports
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.
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 Configuration Manager or the agent event detail option is disabled for the Cisco
CallManager peripheral.
in the ICM Configuration Manager or the agent event detail option is disabled for the Cisco
CallManager peripheral.
Action:
If Not Ready reason codes are not configured in the ICM Configuration Manager, configure the
Not Ready reason codes and their textual equivalents using the Reason Code List tool. These reason
codes should 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 should 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.
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 Real Time and Agent State Trace reports
Agent state information does not appear in WebView real-time agent reports and the agent state trace
report.
report.
Message:
None
Cause:
This might occur if the agent state trace option is disabled for the agent.
Action:
In the Agent Explorer tool of the ICM Configuration Manager, open the agent's record. Check the
agent state trace option.
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.
Cisco IP Contact Center Enterprise Edition Reporting Guide Release 6.0
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Troubleshooting IPCC Enterprise Report Data
Troubleshooting Agent Reporting