New Interactive Visual Queue

[JCCDM]

Hi All,

I have recently created a new IVR with all new queues, queue groups and agent groups. all went into production over the weekend but now they have noticed that half of the new queue's don't show up in the interactive visual queue.

I have compared the settings for the queues and they appear to be identical but I imagine i'm missing a tick box somewhere.

Does any know if a special box needs to be ticked to enable IVQ?

MiCC is at 8.1.4.0

Thanks,
JCCDM

 

[sarond]

Doesn't look like you can add queues as you would normally for a real time monitor. (i.e. Right click inside monitor and add/remove devices)

Create a new IVQ.
Real Time > Interactive Visual Queue and then tick all the queues you want to monitor.

 

[JCCDM]

Thanks sarond but that is what I am actually doing.

I got to Contact center client, real time, interactive visual queue and select the queue group I want to monitor but it is only showing calls for 3 our of 8 or 9 queue's.

Maybe there is a way to refresh this somehow so it kicks the other queues into line?

Thanks,
JCCDM

 

[Billz66]

do the missing queues display activity on the queue monitor?
if not perhaps you have real time disabled on the ACD path

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

 

[JCCDM]

If i am running Ignite through the web, I can set up a dash and see the calls in there. I can also use the queue group right above IVQ and it gives the real time information.

I will check the ACD paths and see if I can find a real time option to be enabled.

Thanks,
JCCDM

 

[JCCDM]

I can see under ACD Paths, the only option I think looks relevant is "Path real time events enabled" and this is already set to yes.

Could it possibly be a class of service setting?

 

[Billz66]

have you restarted the server - I seem to recall something like this where the entereprise service needed to be restarted
- this will affect operation so should be done after hrs

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

 

[JCCDM]

Thanks for all the advice yesterday, I imagined I was going to have to restart the server over night and it looks to have done the trick.

Just a simple case of have I turned it off and on again?

Cheers again,
JCCDM

 

[Billz66]

the server can sometimes be unable to monitor the Mitai stats properly

this will also happen if you create an ACD hotdesk extension and log it in on the pabx before it has been syncronised and added to the MiCC server

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

 

[AlphaMann]

The Maitai monitor service can get jammed up. Just restarting that service would probably do it as well.
For reference there is a checkbox in the Queue configuration for queue uses interactive queue control