Not getting CLS data

[eseibert]

I have a few agents that i'm not receiving the data for. I looked at the Logger Definition Tool and the extensions are labeled in there. I also looked at the AVAYACT server and the extensions are devices in there. I thought it might have had to do with permissions but i'm not so sure. It's Nice CLS 8.9 with a Definity Prologix. Any suggestions are greatly appreciated. Thanks.

 

[AlmostMe]

First step:

Jump into the monitor application and bring up your agent view. Do you see a yellow head appear when an agent logs in? Do you see it disappear when the agent logs out? If not then this is due to 1 of 2 issues, either you have assigned the wrong agent id to the agent in NICE Administrator or you have not added the VDN as a monitored device in Avaya CT.

Let us know the result of this.

Also to check is what do you see in your integration debug window? Do devices show as monitored successfully? Do you see start and stop messages?

Let us know how you get on with the above

 

[eseibert]

I checked in the monitor application by agent view and I do not see a yellow head next to either agent when they are logged in. I have other agents in the same group that I am getting data for, so I do have the VDN set up as a device. I'm not sure what to do at this point. I'm puzzled. The agent I.D. that I show in Administrator is the agent I.D. they are using.

 

[nohuhu]

eseibert,

make sure you have all skills that agent belong to defined in avaya ct as an "acd" type devices, and these devices belong to cls device group.

 

[eseibert]

I believe they must be as i'm getting data for every other agent. It's only the 2 that i'm having an issue with. If I query by channel, i'm getting the call detail, but the CLS or CTI data I am not getting. Where in the avayact do I define the skills? I'm looking but do not see it. Thanks.

 

[AlmostMe]

Are these new extensions that they are sitting at? If so have you restarted the CLS after adding them into Avaya CT?

I assume you have ensured the agents have logged in since restarting the system?

Try getting an agent that does work to log into one of the phones where an agent that doesn't work is sitting and see if you get messages , then also get the agent that doesn't work to log into an extension where an agent does work (work out if it's the phone or the agent where you have an issue).

 

[eseibert]

Thanks. I will try that roaming.

 

[eseibert]

I rebooted the logger and it resolved the DSP error I was receiving, but I am still having a problem with getting data on the two agents i'm having an issue with. I guess I will have to wait until NICE calls me back. I love the "premier" support. I did try logging in at another phone where data is being collected and it is not working. Any other suggestions??

 

[AlmostMe]

have you restarted the CLS?

 

[eseibert]

Yes, it ended up being that the two agents were set up as devices, but I hadn't added people since the install and I forgot to include them in the device group. There was also a problem with the login tables as when someone logged off, it didn't show them as logged off in the monitor (agent view). Thanks all for your help.