Avaya agent status/agent greetings using a third party call center application

[Mark G]

Hi, thanks for taking the time to read this and I appreciate any help provided. I have an Avaya 3rd party application (Presence Agent) that our call center uses to handle all calls. I cannot get that agent status to match the agent status on the physical phones (96xx series phones). I want to get to that point then see if I can get agent greetings to work with the 3rd party software. My Avaya version is 6.3.0.124

Thanks again!

 

[kyle555]

does the status not match up because it's slow and lags behind or because it never changes in consequence with the agent's state changes?
ultimately it's up to the application to toss up TSAPI monitors to AES on calls or agents or things. CM publishes the state changes of various things and when one of those is related to a monitor your application has up, then TSAPI publishes that state change to your application.

 

[Mark G]

The Presence Agent application status changes but the Avaya phone goes directly to logged out once I get the first call in Presence Agent.

 

[Mark G]

So, it never changes on the phone.

 

[kyle555]

Are we talking about this?

https://www.devconnectprogram.com/fileMedia/download/efb96dd5-8e2a-4091-aac8-74b8ac3f3e0a

Am I to understand that this stuff is basically "multichannel ACD. Let us to chat and email, we'll bolt on to your elite call center and tie it into one tidy package" ?

Was it ever working before? I'd figure between the logs on the application combined with denial events against the phone when trying to take a call that you'd come across some sort of conflicting administration. When you say you go directly to logged out once you get the first call in presence agent, am I to assume correctly that this means presence agent was able to successfully log the agent into the station via aes and put it in a auto-in state?

 

[Mark G]

1) Am I to understand that this stuff is basically "multichannel ACD. Let us to chat and email, we'll bolt on to your elite call center and tie it into one tidy package" ?

Yes that is correct.


2) Was it ever working before? I'd figure between the logs on the application combined with denial events against the phone when trying to take a call that you'd come across some sort of conflicting administration. When you say you go directly to logged out once you get the first call in presence agent, am I to assume correctly that this means presence agent was able to successfully log the agent into the station via aes and put it in a auto-in state?


No, it was never workign but I'd like it to function. I see nothing on the logs which makes it tougher. Yes, your thinking is correct in that Presence Agent is able to log the station via AES and into an auto-in state.

 

[kyle555]

OK...so what do you have working right now?
Do you have elite agents doing voice normally a-ok?
Do you have presence agent people working fine for chat and email a-ok right now?

Is it just when trying to do all 3 that you have issues?

Normally, if your agent is auto-answer, they go to an aux-work state if on-hook because there's no way to get them a call automatically if on-hook.

If you're not auto-answer, then manually answering the call is required - either by the agent pushing the button on the phone, or theoretically in your Presence Agent client, or your Presence Agent client would turn it to auto-answer by automatically pressing the button on the phone when the phone is ringing.

Are you sure the agent is moving to a logged out state vs an aux-work state after the point they're available and a call fails to hit them? Usually you just get put into aux-work if you fail to answer a call presented to you - like you went on-hook in auto-answer mode, or if you failed to answer a call presented to you in manual answer.

 

[Mark G]

So, I get the status change within Presence Agent and Avaya CMS but not on the actual phones themselves. any advice? Thanks!

 

[kyle555]

set type and firmware? if you can status the agent and their state changes in CM and isn't reflecting on the endpoint, it would seem like a firmware issue.

Got one-x agent licenses for full voip mode? what if you tried presence agent and a different type of phone - like one-x agent voip or a different set type/firmware version?

 

[Mark G]

Set Type: 9641
Firmware: 6.4014

It actually seems to work with One-X agent. Hmmmmm.... But, I need it to work on the phones.....

 

[kyle555]

I'd look for denial events logged against the station when it's happening. And that firmware is old, nothing in the release notes about it, but if a new firmware fixes it, or it doesn't happen on a TDM phone, well, you know where your problem is!