"Queue Now" in Contact Center Client doesn't show two new ACD agents 1

[wallymitel]

I removed one agent and added two more in the 3300 ICP. They are showing up correctly in the "Time-Agent by State" display, but not in the "Queue Now" display when you drill down. Did I miss a step somewhere? How do you determine who is in the groups? They are configured in the ACD Skillsets on the 3300. I am getting a 3300ICP Sync error saying it "Cannot perform synchronization, no media servers loaded". Not sure if it is related. Thanks in advance!

 

[boycey9]

You have a few problems then, you do need to get your sync sorted, Its quite possible your new agents have no license or you have run out.
If you want further advise you really need to start posting versions as any instruction will be dependant on version.

 

[wallymitel]

Sorry for the lack of info:
Contact Center Management = Enterprise Edition Ver. 5.3 SP1
3300 ICP = Active Software Version: 8.0.9.20

Let me know if you need other versions.
Thanks!

 

[cloudbased]

Your CCM server does not know where to assign the new agents in SQL, hence a sync is needed.
Have any logins been changed on your 3300? CCM needs an application login.

Again, need to look at those logs.

 

[boycey9]

5.3 is very old, the sync was not so important then as it is now, and from memory it only syncs when you already have created a path manually in the ccm.
I think a manual check would be wise at this point.
Log in to the 3300 and the ccm at the same time and compare the agent groups and the paths and ensure that all have the correct members as programmed on the 3300.
Once this is done go to the employee tab on the ccm and click print, this will show you a list of all employees, I think you will find a tick box to expand all employees that have agents assigned to them, You only need to assisgn a license to those employees you are going to monitor in real time, Make sure you are not oversubscribed on these licenses as if you are you will only get real time on a first come basis.

 

[wallymitel]

Thanks boycey9! Yes, it is old, just need to keep it going a couple more months until the system is replaced. I had missed adding the agents to the Agent group in CCM => YourSite => Configuration => Configuration Menu => Agent group => Members