How to get agents to show in CCV

[spazz41]

I just added another user to about 6 hunt groups and when I open call center view and go into the group monitor and double click on the hunt group, that agent doesnt show in the list. Is there something special I have to do to make sure they are there. I've had this happen in the past and I just kept monkeying around till it worked. I tried the same thing this time and no go. I figure there has to be something out there, but I couldnt find anything in my documentation 3.0.

 

[mattKnight]

Is the user forced to login?

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[spazz41]

Yeah I have the force login option checked, under the telephony tab. Unless there is somewhere else I needed to check.

 

[intrigrant]

Yes, check the number of agent licenses and did you reboot the IPO & CCC Server?

 

[spazz41]

K, I checked my licenses, and for ccc agents, we have 30, and we dont have 30 people that we use for this task. Also I just deleted an old employee that worked so I would assume that would free one up anyhow. Is that the correct license to look at ?
I didnt reboot the IPO or CCC servers, all I did was merge the config, which I have done successfully in the past. Is a reboot normally required ?

 

[intrigrant]

Only if it does not work.

 

[spazz41]

when you say to reboot the IPO server you mean the switch itself right ? I know we have CCC running on a server, but I dont think we run any software for the IPO itself. (could be wrong, Im new at this ip office)

 

[intrigrant]

Yes, both the IP Office switch and the CCC Server PC.

 

[spazz41]

Cool Ill try that tomorrow morning before we start and see how it works.

 

[intrigrant]

Before you reboot the whole lot, does your agent has a unique telephone number and a unique name?
Agent telephonenumbers may not be in use for a extension.
If a agents telephone number is equal to a extension number then The IP Office cannot detect this agent logging on or off and there will be no status changes in CCV for this agent ( only calls are shown ).

 

[spazz41]

Um, Ive never setup a telephone number for an agent before, just an extention. And before I deleted and readded this user, we were having problems where it showed them busy even when they were available and whatnot (which is why I recreated) do you think I might have something setup somewhere else that might be conflicting ? Im using extention 113

 

[spazz41]

Ok, she is showing up in CCV now, but it is showing "busy" no matter what her status is when she is logged in. When she is logged out it says undefined instead of her name.

 

[joeOctel]

I would go to the Delta Server and click on the "License Info" to make sure that the Delta Server thinks you have enough agent licenses available.

 

[spazz41]

Thanks for the info joe. I didn't know I could check there. We have 17 licenses available.

 

[mattKnight]

There is an option in Delta server - All Agents (under agent section I think). Set this ticked and then restart the delta server service.

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[HowToIPO]

I don't see why you have to tick All Agents if everyone is not an agent.

If you have licenses available, and CCV sees the Agent then surely there is another problem? What versions of
IPO, Delta Server and CCC are you running?

Regards
Len

 

[intrigrant]

Make sure your agent has ( in the telephony settings ) a password and the option "force login" has to be selected.
Then restart the DeltaServer, go for a break for half a hour and then let the agent log-on.
Then i must work fine.

 

[spazz41]

matt - Im not sure if I should check that because I dont want all people showing up as agents because then I dont think I would have enough licenses.

howtoipo - delta server version is 5.0.14, and Im not sure how to find the other 2 versions. Where would I look ?

intrigrant - they have a login and force login is already selected.