Hi!
We run ICM 6.0 in a mixed environment of Avaya G3r's and 8700's. We use mostly longest available agent type call routing. Approximately a year ago we noticed inequitable queuing between our sites. This is to say, one call center would be hammered with calls while call centers with same skilled agents would not receive calls. We found that we for reasons unknown to us that some agents would become "stuck" in available state in the ICM while showing a different state in the Avaya monitor BCMS.
We have since upgraded to the latest and greatest RTA from Avaya and had at least one engineering special provided by Cisco.
I can't think that we are the only ones who have seen this...
Helllllllp!
We run ICM 6.0 in a mixed environment of Avaya G3r's and 8700's. We use mostly longest available agent type call routing. Approximately a year ago we noticed inequitable queuing between our sites. This is to say, one call center would be hammered with calls while call centers with same skilled agents would not receive calls. We found that we for reasons unknown to us that some agents would become "stuck" in available state in the ICM while showing a different state in the Avaya monitor BCMS.
We have since upgraded to the latest and greatest RTA from Avaya and had at least one engineering special provided by Cisco.
I can't think that we are the only ones who have seen this...
Helllllllp!