Adding BCMS Vu Stats LoginIDs, PBX is not letting add agents

avaya033 · Jan 25, 2013

Can not find on Customer System Feature page 12, Login Lenght Option. this customer had before Call Center Campaigns, but switch 3 years to other PBX Brand to handle call Center campaigns only.

Now I need to add a new campaign for this Help Desk of 10 agents, but can not find the way to add thes 10 Loggins following command: add bcms-vu login-id or ch bcms-vu login-id. Even though I performe a List bcms-vu stats login, there no agents configured.

All the setting are okay in the System Parameter Customer Option for ACD, Basic BCMS Vu Stats Login and Vectoring. In the Display System Feature BCMS Vu is anable.
But still can not find the correct way to add at least one (1) agent. I created the Hunt-Grp 36 and have already a station added to this Hunt-Group 36. Once I try to run the command: add bcms-vu login-id, I receive and error message from pbx:
G3 Version must be V3 or later, EAS Desable and BCMS/Vu Stats loginIDs Enable

This customer previously had campaigns working, but now trying to add a new agents through this command receiving this error massage.

bleebrant · Jan 25, 2013

Based on the error message you are getting - G3 Version must be V3 or later, EAS Desable and BCMS/Vu Stats loginIDs Enable-
have you checked each of those items?
Your system may be set up for EAS which means your agents would not be using the bcms agent login ids. Is EAS enabled on system-parameter features?

Also, what type of hunt group is Hunt Group 36? Is it ACD and vector controlled, and what is the group type?
You can do a list hunt group - if you see any that have ead-mia or ead-loa, or pad or slm, you are using EAS and should be setting up your help desk that way.

AvayaTier3 · Jan 25, 2013

Hardware platform? Definity / CM software platform?

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

39 years Bell, AT&T, Lucent, Avaya
Tier 3 for 29 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

Stinney · Jan 25, 2013

add bcms-vu login just lets you map agent loginID to a name for non-EAS agents. Error message you're getting sounds like you're in an EAS environment.

Think you want to execute:

add agent-loginID [extension]

To list agents in system:

list agent-loginID

You can tell if you're in an EAS environment by executing: display system-parameters customer-options

Check the Call Center Optional Features page (page 5 for CM 5.2.1) and see if Expert Agent Selection (EAS)? is set to y

Also, perform the command: list hunt

If you see hunt group Types of ead-mia or ead-loa you're in an EAS environment.

Goto support.avaya.com and search for the "Automatic Call Distribution (ACD) Guide" for your release for more information.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

avaya033 · Jan 27, 2013

Hello

Thanks to all providing some support on my Problem in adding bcms-vu stats loginIDs.

Answer to: Beebtarnt, on the error message receive: G3 Version must be V3 or later, EAS Disable and BCMS/Vu Stats loginIDs Enable after trying enter the command change bcms vu stats logingIDs, in the Customer Option, this EAS is disable, I only have Enable the following options: Option Y for ACD, Y for Basic BCMS Vu Stats Login and Y for Vectoring. In the Display System Feature BCMS Vu is anable. I will perform a list Hunt-Grp to see types of Hunt-Grps created and type. Let you know.

Answer to: Avaya Tier-3, customer has recently upgrade to System Platform and Software version is: R016x.00.1.510.1 and the boards have latest firmware.

Answer to: Stanley, The EAS is Disable in the Display System Customer Option. I Recieve Error Message: G3 Version must be V3 or later, EAS Desable after I enter the command add bcms vu stats loginIDs or the change bcms vu stats loginIDs, on both command I have enter a physical extension a phamtom extension and enter the same command with out no extension and still recieve the same error message. Also run the list bcms vu stats loginIDs and nothing appears. Strange thing is years before a create or manage a lot of Campaigns for ther marketing department, several years ago they handle there Marketing Department only to another PBX Provider, ASPECT. But when I do a list hunt groups I still see these hunts in the customer PBX, only thing is there are no longer agents program.

As I said before, in the Customer Option, the EAS is Disable. In the Display System Feature, the BCMS/VuStats LoginIDs is set to Y.

Hope I still get some feedback.

AvayaTier3 · Jan 27, 2013

System: G3xV13 Software Version: R013x.01.2.632.1

BCMS/VuStats LoginIDs are used to map a name to a LoginID in non-EAS splits
If Validate BCMS/VuStats Login IDs? n - you do not need a programmed LoginID
to be able to login to "internally measured" and "measured both" splits.
If Validate BCMS/VuStats Login IDs? y - you must have a programmed LoginID to be
able to login to an "internally measured" and a "measured both" split.

NOT DEFINED is shown for the loginID if a BCMS LoginID is not mapped to a name
when you monitor a bcms split.

Code:

G3 Version must be V3 or later, EAS disabled, and BCMS/VuStats LoginIDS enabled

change system-parameters features                               Page  12 of  17
                        FEATURE-RELATED SYSTEM PARAMETERS

  AGENT AND CALL SELECTION
                         MIA Across Splits or Skills? n
                          ACW Agents Considered Idle? y
                          Call Selection Measurement: current-wait-time
    Service Level Supervisor Call Selection Override? n
                                 Auto Reserve Agents: none
  ASAI

        Call Classification After Answer Supervision? n
                                   Send UCID to ASAI? n
  CALL MANAGEMENT SYSTEM
                           Reporting Adjunct Release:
                     ACD Login Identification Length: 4
                               BCMS/VuStats LoginIDs? y <-- no to yes
                   BCMS/VuStats Measurement Interval: half-hour
           BCMS/VuStats Abandon Call Timer (seconds):
                     Validate BCMS/VuStats Login IDs? n
                            Clear VuStats Shift Data: on-login
                 Remove Inactive BCMS/VuStats Agents? n

Code:

display hunt-group 1                                            Page   4 of  61
                                  HUNT GROUP
          Group Number: 1       Group Extension: 4950      Group Type: ucd-mia
  Member Range Allowed: 1 - 1500       Administered Members (min/max): 1   /9
                                           Total Administered Members: 9
GROUP MEMBER ASSIGNMENTS
      Ext      Name (24 characters)           Ext      Name (24 characters)
   1: 4102     4102 Jackie S.             14:
   2: 3721     3721 Tonya J.              15:
   3: 3703     3703 Kristen G.            16:
   4: 4121     4121 Joe L                 17:
   5: 3731     3731                       18:
   6: 3716     3716 Jeff B.               19:
   7: 4135     4135 Jack Miller           20:
   8: 4187     4187 Front Office          21:
   9: 3704     Genie Jones                22:

Code:

change bcms-vustats loginIDs                                    Page   1 of   2
                             BCMS/VuSTATS LOGIN IDS
 Assigned Members: 1    of 400  administered

        Login Id    Name                          Login Id    Name

     1: 4102        Jackie S.                 17:
     2:                                       18:

Code:

monitor bcms split 1                                            Page   1 of   1
                           BCMS SPLIT (AGENT) STATUS

        Split: 1                             Date:   16:24 THU SEP 10 2009
   Split Name: Parts Service
Calls Waiting:    0                        Acceptable Service Level: 20
  Oldest Call:   0:00                        % Within Service Level:

Staffed: 3   Avail: 2   ACD: 0   ACW: 0   AUX: 1   Extn Calls: 0   Other: 0

                                                        ACD    EXT IN  EXT OUT
AGENT NAME       LOGIN ID   EXT       STATE     TIME   CALLS   CALLS    CALLS

Jackie S.        4102       4102      AUX      16:24      0       0        0
NOT DEFINED      4135       4135      Avail    10:10      0       0        0
NOT DEFINED      4187       4187      Avail     8:44      0       0        0

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

39 years Bell, AT&T, Lucent, Avaya
Tier 3 for 29 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

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Adding BCMS Vu Stats LoginIDs, PBX is not letting add agents

avaya033

Technical User

bleebrant

Programmer

AvayaTier3

Technical User

Stinney

IS-IT--Management

avaya033

Technical User

AvayaTier3

Technical User

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