Agent not showing on CCM realtime or reports

[colpot]

We have an Agent who is not showing in reports or on realtime screens. We have checked that the disable realtime etc is unticked and we have saved and syncronised. The only thing I can see is that if we save all we get errors as the Queue Groups have a reporting number QGxxx. What is the significance if I change the Reporting Number?

Colpot
(Remember - If it aint broke - fix it till it is.)

 

[Waldosworld]

Check database
Is agent licensed in PraireFyre for real time monitoring.

 

[LoopyLou]

The CCM is a seperate product so its databases need to be in sync with that of the PBX. In other words if you create an agent on the PBX it also has to be in the database of the CCM. Otherwise it will me missed. There are COS options for SMDR that need to be set. If you change the reporting number in the pbx you have to change it in the CCM. The reporting number is what is used to track calls to a particular group.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[colpot]

Thanks for the replies - it turned out that the Agent had two logins and only one had the licence!

Colpot
(Remember - If it aint broke - fix it till it is.)

 

[Ceaserx]

Make sure you have an employee linked to that Agent ID in Yoursite Explorer and a license assigned to it.