Trouble seeing agentsloggedin from Avaya switch

Voice & Telephony
1

We are using a custom statistics as part of our algorythm to route incoming 800 traffic to multiple contact centers. We’re having problems with incorrect stats that causes routing imbalances amongst call centers.

Specifically the custom stat AgentsLoggedInCustom is used in our network routing strategy. The options defined in this stat are CategoryCurrentNumber, MainMaskAgentReady, ObjectsQueue.RoutePoint.GroupQueues, SubjectDNAction.

At one recently openned contact center, we consistently see many less agentsloggedin in Genesys than are truely logged in when we view Avaya CMS statistics. We are trying to determine, 1)what could cause this & 2)are there some other options we could define in the custom stat or some options we could define in the agent login or extension objects configuration to fix the problem.

Our configuration : We do not use soft phone at any site. There is much higher network latency to the site with the issue than the other sites.

Genesys tech support is putting me thru the usual log gathering frenzy that they always ask for, but wanted to check to see if anyone else had seen this same type of problem and had any ideas for a fix.

Any suggestions? Thanks in advance.

2

Hi John,

Isn’t one of the unwritten rules is that all agents should use a softphone as PBXs can’t be trusted to pass all Events/Requests to TServer?

Hope it helps,

B

3

Bernard,

Wish we could use softphone it would help to clear up issues like this, but unfortunately our the current state precludes that at this time.

4

You won’t see EventAgentLogin or EventAgentLogout on Avaya under this circumstance (no softphone) because the switch doesn’t report it over CTI link. In order to see the login / logout events, you need to register the ACD Queue(s) in CME (these are equivalent to the skill on the switch agents are logging into / out of). You need to register the hunt number for the skill (i.e. the extension number) in CME as an ACD Queue with SwitchSpecific Type 3. You will then see the login / logout events, even if the agents log in or out manually through hardware (and even if the DN they are logging into is not configured in CME).