Multimedia agent/s cannot be set as absent

[stefan kriel]

Hi All

we have a site running Multimedia. with an overload of emails currently.
the issue when you set the Email User as absent with CCC. the user does not go on absent in Your Site explorer.
the same happens when you set it on ignite web.
but if you set the Voice User to absent this works.

so we have to delete the user out of the multimedia agent group. this seems to sort this out.
some cases i need to set the workload to not accept emails.

System Ver. 8.1.4.0
Thanks in Advance
Stefan

 

[Billz66]

What do you have set on the workload
what king of acd config are you using - is it a unified skill group?

If I never did anything I'd never done before , I'd never do anything.....

 

[stefan kriel]

1 voice and 1 email as default workload

acd config pretty basic. no overflow group basically 1 agent group per email queue. Voice has 1 flow with 4 menu options.

 

[Billz66]

In The MICC are the agent groups seperate for voice and email or unified

If I never did anything I'd never done before , I'd never do anything.....

 

[stefan kriel]

Voice Agents is separate to the Email agent group yes.
each email queue has its own agent group

 

[AlphaMann]

Correct, it sounds like it could be a security role issue. The agents in the mutimedia are not set in an allowed list.

 

[stefan kriel]

This is even with the admin login with system administrator role.

basically:
when changing the agent group agents to absent and present does not work immediately.
when changing them on the Contact Center Client does not do anything.
this is only for the multimedia agents

for the Voice agent all of this works.

 

[AlphaMann]

Ah as memory servers there was a release of 8.X with this issue.
I highly recommend going to 9.0.1 as the improvements are huge to the new stuff especially email management.