ACD Presence

[fishhead64]

I think I know why Queue Unavailable Answer Point Directory Number in programming YSE isn't working.

All the agents in all our queues are Present!
Logging the Agent out from the phone, doesn't change it. Logging them out in Ignite also doesn't change it.
How does the Agent change their Presence if not by logging out?



Thanks!
Al Feinberg
MiCollab 9.7.1.103-01
Mitel Standard Linux 11.0.106
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01
Revolutions 2023.1.2
MiCC 9.4.2
MiR 7.0.0-16.0
CCMWeb
PowerPlay

 

[kwbMitel]

Queue to Path if no agents logged in enabled?

 

[fishhead64]

All the ACD Agent Skill Groups are set to NO.

The question is, why are logged out agents still showing as Present and not absent?

Is there a way to become Absent without Ignite, just by logging out of the phone?


I found these procedures, and they work, but is Ignite require to go Absent?

To become present in an agent group (WEB)
Click your avatar and select Agent Groups.
Hover over the agent group’s avatar and select Join <Agent Group name>.
Click Update.
To become absent from an agent group (WEB)
Click your avatar and select Agent Groups.
Hover over the agent group’s avatar and select Leave <Agent Group name>.
Click Update.


Thanks!
Al Feinberg
MiCollab 9.7.1.103-01
Mitel Standard Linux 11.0.106
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01
Revolutions 2023.1.2
MiCC 9.4.2
MiR 7.0.0-16.0
CCMWeb
PowerPlay

 

[Billz66]

where are you looking at the agents presence ?
try using the contact centre client and an agent by queue realtime monitor

logging a phone out doesnt change its skill group presense in MIVB

queue availablilty is based on agent availability


you can add group presence keys on physical phones- put the skill group number on the button

If I never did anything I'd never done before , I'd never do anything.....

 

[fishhead64]

I'm looking at Contact Center Client.
What it looks like to me is that an Agent is Available when their status is "Available" in Ignite, regardless of the fact that they've logged out of their phone.
Must the agents perform two tasks to logout out? (Logout of their phone AND remove themselves from Agent Groups in Ignite?)
Shouldn't simply logging out of their phone do it?



Thanks!
Al Feinberg
MiCollab 9.7.1.103-01
Mitel Standard Linux 11.0.106
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01
Revolutions 2023.1.2
MiCC 9.4.2
MiR 7.0.0-16.0
CCMWeb
PowerPlay

 

[Billz66]

path unavailable works if the applied skill groups are not set to queue when no agents available
and when no agents are available ( agents logged in and on break are considered available)

something is wrong if you cant see any agents in the agent state by time for queue and its still not going to teh unavailable destination

- are you sure the unavailable destination is valid ?

client should look like this

If I never did anything I'd never done before , I'd never do anything.....

 

[fishhead64]

The unavailable destination is valid.
From YSE

From MIVB

Mine looks like yours in that the Logged Off Agents are in the Log Off column, but still Active in their Agent Groups. (in Ignite, blue phone lit up in Agent Groups for their queue)

We've also found that agents logged in and on a break (30 sec Post Call Work timer) the queue considers them Unavailable and new callers will get the Closed treatment.

My expectation is when all agents in a queue log out of their phones, they're unavailable, the queue is closed and new callers get the closed treatment. If they're logged in, the queue is open, callers will hear music and messages until they make themselves available removing Make Busy or the Work Timer expires and they're again ready to get a call.




Thanks!
Al Feinberg
MiCollab 9.7.1.103-01
Mitel Standard Linux 11.0.106
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01
Revolutions 2023.1.2
MiCC 9.4.2
MiR 7.0.0-16.0
CCMWeb
PowerPlay