CCM6 - Agents Skillset Setting not updating

[Swinng]

Recently we have upgraded to CCM6

I have noticed that sometime after I have updated an agents setting specifically Skillset. The setting is not taken

Agent A is at setting 4 for skillset b
I update agents setting to standby
I save and run the assignment
I give a few minutes and then check the assignment again
It is back to the original setting

Any insight into this would be well appreciated

 

[Bruggs81]

Check to see what Partition the agent is assigned to. It's at the bottom of the Agent settings.

 

[captaingadget]

Where are changing the agents priority? If you are using an agent to skillset assignment as your posting indicates, then try using the agent configuration page. Can you be certain that no-one else is changing the priority back again?

 

[Swinng]

Bruggs81:

I have most agents in 2 partitions
One for their area and then a seperate one for the whole call center
That is so if some one requests access to report on just an area or on the whole call center I can give them access to either partition
Am i going the right way in doing that?

Captaingadget:

Yes that is correct. I am changing the agents in the an agent to skillset assignment.
I did use the agent config to change setting but after I made the changes I checked it again and it was back to original settings

That was my first toughts that i was changing them and then a co-worker was saving over my changes but after a day with only me making changes the same problem arose

Just also on this I did update some activity codes on the system and it took nearly 30 minutes before I could use them on the phones

Could that be related?

I am thinking that this might be a server setting that is not correct or the refresh time between webserver and CCM server are out of symc

Maybe I should have said this in the first posting but I am using the web client to do this

 

[captaingadget]

It's always difficult to know which syptoms to present to a forum without swamping readers with too much detail. I don't know what the solution is but if this were me I would certainly be looking at your suggestion of CCMA and CCMS being out of Sync. Maybe a simple restart of both would do the trick. Are they co-res? If not are the LAN interfaces set correctly? 100Mb full duplex I believe.

 

[Milesprower]

I agree on a reboot of CCMA, at least. It can become "confused" and operate erratically.