Adding new users - restart AES server

[BIS]

Hallo All,

NICE Perform 3.2 (9.10.6.356), AES r4-2-3-33-0

Whenever I add a new agent in Users Administrator, even though the agent shows as being logged in in the PBX, in the monitor application the agent is grayed out. I haven't found an easy solution to this - rebooting the AES server fixes it but there has got to be a simpler solution. Any ideas?

 

[AlmostMe]

the agent logs into a skill group. That skill group has an ACD or Hunt group / VDN (I forget proper terminology right at the minute) number assigned to it. This needs to be configured in the AES security database and included in the monitored device group your NICE is logging in with.

The Hunt group association only provides log in / log out messaging.

The extension association only provides event (extension ring, answer, transfer, disconnect, etc) messaging.

If you have the hunt group enabled but not extension you will see agents logging in and out but no actual calls occuring.

 

[BIS]

Thanks,

The agent has the skill assigned (ACD in NICE terminology), and the extension is monitored as well. As I said, all works if I restart the AES server, I just don't understand why ...

 

[AlmostMe]

Sorry hadn't fully read your question to the point of seeing reboot fixed it. I can understand a restart being required of integration between NICE and AES if you've just added the devices to the security database but not if they're already registered unless you are short of licensing.

 

[nohuhu]

BIS,

i'm not so sure but shouldn't you wait some time till new agents are available in full? like twenty minutes for data refresh or something like that. can't say exactly, so much time passed since that last training.