6110 Reporting for remote agent groups.

[slapin]

I got into a situation when technically everything is working but ACD reporting cannot be processed properly.

Controllers 3300 MXe
SW: 8.0 UR5

6110 SW: 5.1

In this case I have two groups of agents. One group is local and reporting works just fine. Another group is "Overflow1" and set as remote agents group.

Typical SMDR line looks looke this this:

-01/28 10:36A 0000:07:09 T167 006 P418 310 310 <agentID> <SysNum> ANI DNIS

In SMDR options form Network format is enabled and I'm getting following output.

-01/28 10:36A 0000:07:09 X999 005 T<ANI> P418 <remGroupID> <agentID> <SysNum> ANI <remGroupID>

So is there anything I can configure in 6110 to process this kind of calls? In reports I get 0 calls answered by remote group.

 

[Mitelpassion]

if you look at the design intent it's possible to use a controller to act as agent gateway in other words you only have agent groups configured on this controller, on another you can have queues configured and ISDN. with this you can be agents and queues resilient and also offload resources.

enterpise is one that has all on one controller.
if you add the second controller as agent gateway and you created agent groups, those groups should reference the new controller. I'm not sure how it acts when you select enterprise node as apposed to agent group