Call Center View monitoring

[mlc9]

We are running an older version of IP Office (3.2.17), and specifically for this question, Call Center View 5.0.16.

When trying to monitor the activity of individual agents within CCV, we find that a majority of individual extensions show up as Pilot Numbers. Their names and extensions are set up just fine in IP Office, yet within CCV, their extension (directory name) only shows as a Pilot Number, with no actual name. This is not the case for everyone. Some show up correctly, and I have tried to make an apples to apples comparison within IP Office Admin and they appear to be set up just like those that show as Pilot Numbers.

Frankly, I don't even know what Pilot Numbers are, and find very little Avaya documentation explaining. The only other place I find them is within Delta Server, where all extensions appear to have a separate Pilot Number corresponding to them that may or may not be their actual extension.

Can anyone please provide some insight on how to get these users to show as actual names and extensions, rather than Pilot Numbers? Thanks

 

[CarGoSki]

in ccv you can add the extension and group and channel you want to monitor.
go thru that section again.
Also you can log in using a new profile. could be a corrupt profile.

 

[mlc9]

Well, adding the extension does nothing for the issue, b/c it just lists the extension and "Pilot Number" for the name. When you add a Group to monitor, you can drill down in to that group to the individual users, but again, it is mostly a list of extensions with "Pilot Number" as the name. There are a handful where the actual assigned named show, but that is what I am trying to fix. To get the rest to show like that.

 

[CarGoSki]

try_a_new_profile

 

[mlc9]

Apologies, as I forgot to put in previous response that this is happening among two different computers and two different profiles. Just tried a new profile and got the same thing. Most directory numbers are showing as "Pilot Numbers" instead of the assigned name in IP Office.

 

[CarGoSki]

in Delta server.. are the names correct when you select the agents link.

 

[mlc9]

Yes, under "Agents" on Delta Server, all users are correctly listed with names and correct device number.