Changes to agent skills via CMS

[rcassick]

I have just been part of a CTI installation where I work and we are seeing one issue that is a bit odd.

Environment:

- Avaya S8500
- AES
- Avaya IC 7.1
- Siebel 7
- Avaya AICD connector

Problem:

When we use CMS to change the skills that an agent has we loose the ability for that agent to use the CTI link (via the Siebel toolbar) to make an outbound call. Making the same call via the hard phone works fine, but it appears that trying to perform the make-call action using the CTI link results in an error until that agent logs out of the phone and logs back in again.

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I know that when you change stuff related to the agent (skills, etc...) using the Avaya PBX admin tool the system states that a restart is required for that to take effect but does the same thing go for agent changes via CMS?

Has anyone else seem this difference in behavior before?

I could understand why it happens simply because IC and the PBX are separate devices (originally even separate products form different companies I think) so there could be things that a log out\in would re-sync between the systems, but I can't find any docs that prove that.

 

[chobbs51]

We had a similar set up with the same version of IC - if a skill was changed for an agent, they would automatically be logged out and would have to log back in to continue working. This would be reguardless of which tool made the change (PBX or CMS).

 

[rcassick]

Hmm, I wonder if that is what is really happening and the toolbar is just not reflecting the logged out status for some reason.