CCMM - Agent desktop issue

[Bitonti]

Hoping one of you can help, I tested all the features and it was working great, went live and now of course I have issues.

The voice calls were coming in fine, the e-mails were coming in fine - they were queuing to the Agent desktop mailbox skillset perfectly. I didn't change any scripting or call presentation. I was training one agent on how to work with contacts, when another agent that was already trained and working on an e-mail got ringing and their accept button was flashing. The agent I was with had the little window showing an e-mail contact ringing but their accept button was grayed out. After the call presentation timer expired the agent was put into not ready.

The call presentation is doing what it is supposed to do. The e-mails are being presented to the correct skillset, but it seems that the desktops are confused and wanting an agent already working on a call/email to accept the new email/vmail/call that is coming!? Seems the system for some weird reason is pushing more than one call/email/vmail at one time.

Hopefully I explained it so you understand. Please any suggestion may lead to a solution.
Thank you

 

[Jamiepockets]

Welcome to the land of the mysterious CCMM, make sure you have got all the latest patches on both the CCT and CCMM, it suprsing how many little "Clitches" are cured.

 

[Bitonti]

Yep fully patched.

 

[Bitonti]

Today it seems as though its only with emails. When an agent is on a email it will ring on all agents desktops. So its really alerting everyone of the email.
For the voice calls sometime the agent just rings on the actual phone and not on the agent desktop. You cant even accept the call on the agent desktop. As thought they arent sunk up. Once you toggle the ready and not ready it works fine again.

 

[johnjose]

1. On the Agents PCs .. Did you run tcmsetup /c to install
TAPI Client ?
2. On the CCT Server–check a mapping in NCCT6.0 (Users,
CC Users, Terminals, Addresses, Workstations)

3. On the CCT Server-did you create MLINKSP.MLW2k file to
map lines (TNs)to WindowsUsers ?

jj.

 

[Bitonti]

Fixed! Guess by default these are checked off. Here is the solution

Configuring audible alerts
You can configure your contact center so that agents hear a beep when a contact arrives at their desktop. Each agent computer must contain an appropriate sound card.
To configure an audible alert
In the Contact Center Multimedia Administration window, click the plus sign (+) next to Contact Center Multimedia.
Click the plus sign (+) next to Agent Desktop Administration.
Double-click Agent Desktop Configuration.
The Agent Desktop Configuration window appears.
Under Audible Alert, select the Enabled check box.
Click Save.
Configuring Agent Desktop behavior
You can configure whether the Agent Desktop is brought to front or given focus when a new contact arrives. If Bring to Front is enabled, the Agent Desktop is brought to the front upon arrival of a new contact. If Bring to Front is disabled, the Agent Desktop makes a warning sound and the toolbar flashes, but it is not brought to the front.

You can also configure the Agent Desktop to have focus (the Agent Desktop window is the active window) when it is brought to the front. The Bring to Front checkbox must be selected for the Give Focus checkbox to be enabled.
To enable Bring to Front
In the Contact Center Multimedia Administration window, click the plus sign (+) next to Contact Center Multimedia.
Click the plus sign (+) next to Agent Desktop Administration.
Double-click Agent Desktop Configuration.
Under New Contact Presentation, select the Bring to Front checkbox.
Click Save.
To enable Give Focus
In the Contact Center Multimedia Administration window, click the plus sign (+) next to Contact Center Multimedia.
Click the plus sign (+) next to Agent Desktop Administration.
Double-click Agent Desktop Configuration.
Under New Contact Presentation, select the Give Focus checkbox.
Click Save.