CCC selecting specific group list to monitor

[SPIPOffice]

Hello

I've installed the lastest copy of CCC today with 5 agent licence. (406 3.1) We have 15 diffrent groups and at the moment 10 agents. I have selected 5 agent as hot desk users.

My question - in CCV how can I select in group list the specific group I want to monitor - at the moment it only display one called voice mail - or any of the randon 15 groups. (does not display the groups the agents are log into either)

Any ideas?

Thanks

 

[telecomtekperson]

In CCV, setup, group list. you have to add the groups you want to see.

 

[SPIPOffice]

But the groups are not listed in the group list!

 

[telecomtekperson]

Hmmm...Let me play with it a little....

 

[memphistim]

You have to make sure your Agents have a Forced Login checked in the Telephony Tab.

In addition, you need to generate some traffic from the outside to the Hunt Group to build all of the necessary DN's and what not for monitoring. Once they are built, you can then select them from the CCV setup menu and apply them to the specific supervisor name.

Don't forget to run the CCC User Access application to allow you to have Admin rights to the CCV.

Thanks,

Tim

 

[ronCTS]

You usually make the group with your agents, the highest group number. The reporting will work better that way.

 

[telecomtekperson]

As far as reporting that would only matter on individual user reports. If you are pulling reports like target group, the highest numbered group wont affect that...

 

[JeSTeROCK]

Try restarting the CCC server and or the IPO, if you have users in the groups with Force login set they should show up in the list. Restarting the delta server service usually does the trick