OBV key on 2616 set error 2

[jasonmerchants]

M2616 set, with CLS SPV enabled - everything is working as expected, except the 'OBV' key. When attempting to use it, the user receives a 'release and try again' message. We've tried using both the Agent's ID and the login DN.

Is there another CLS that is required for this to work? Running on an Opt61C 5.5 with CC6.

 

[NortelGuy1979]

You need to observe the position ID of the phone they're logged into; you can get that off the RTD from CCMA.

Matthew - Technical Support Engineer Sr.

http://www.linkedin.com/in/matty79

 

[jasonmerchants]

Appreciate that feedback - I have attempted to use the position ID, as well, with no difference in results - I still receive the 'release and try again' message.

 

[kryten68]

Is this happening when you try to observe lots of different agents or only one?
Is it possible that the agent ID you are trying is also CLS SPV? Is it definitely an AGT that you are trying to observe?
Is the agent definitely on an ACD Q Call and logged in at the time (RAO restrictions)?

Also check out features:-

* Restricted Observe For Supervisor
* Password control of observe

See if they look relevant.

Failing all of that I'd be tempted to de-aquire them both and set up a simple ACD-C2 environment test and see if they work then and build it up from there.

Good luck,
Stuart

 

[jasonmerchants]

That was it! The position ID that we were attempting to observe used to be a Supervisor... set the CLS back to AGN, and everything is now working as expected.

Thanks kryten68 and everyone for your insight!