Agent not Logged-in in CCPulse

[elwan]

Hi,
We have a problem regarding our CCPulse, showing agents not logged in and not receiving any calls. But they do receive calls and are currently logged in. Is this a configuration problem or something else? I have checked the agents are associated on the right place and DN and use their login as specified in Configuration Manager. But they are still showing in CCPulse as not loggedin.
Any ideas as to why it is happening?
Thanks a lot.

[cavagnaro]

Is the Extension monitored?
Remember that the Agent status come from it's place status, and the place status comes from the status of the DN's that belong to this.

[elwan]

[quote author=cavagnaro link=topic=2038.msg6978#msg6978 date=1170433556]
Is the Extension monitored?
Remember that the Agent status come from it's place status, and the place status comes from the status of the DN's that belong to this.
[/quote]

how can i check if the Extension is monitored? (sorry if it's a very dumb question, i'm just new to Genesys applications and having a very steep learning curve here) thanks a lot... 

[mark]

in the objects pane you will see an icon before the agent, this will tell you wether it is 'not monitored', if its monitored, you will see it change from green (ready) to other colours and icons (different arrows for inbound/outbound/consult and other things.

[dias7777]

I am new in genesys as well so i don't know if this is going to help.
We had a similar situation. In our situation we didn't have control(genesys) of the DNs. In the interaction routing designer we built a strategy but in the monitoring we observed that the number of the total calls didn't increase. The calls were diverted to the agents through the switch(PBX) and not through genesys. This occured becuase we were connected in a nortel meridian PBX through symposium. at the same time were up and running two symposium servers, when the pbx guys stopped the one genesys had control of the calls. So i think if you build a strategy and you see that the numbers of calls for this routing point are not increasing although your agents are receiving calls then genesys does not have control but switch has.

[cavagnaro]

Ok,
Create a new workspace, select Agents, Persons on the Group of Agents, Now on Switch object select Directory Numbers and select Extensions and Positions, also your Routing Points if you want, Now select Group of Places and all places on them.
Now you will see your Agent, the place it logs in and the extension or position that are on the DN.
So, now how is this Extension or Position?

[tenshi]

Also check to ensure the workspace is using a statserver that is connected to the TServer in which all agents and extensions are created under.

[elwan]

hi all,
a restart of the t-server and stat server resolved the problem...
thanks to all..

[cavagnaro]

Hum...ok but that means that by some reason that DN stopped being monitored, maybe a network problem, you may want to check the TServer logs and see what happened to make sure it does not happen again.

[mark]

[quote author=cavagnaro link=topic=2038.msg7033#msg7033 date=1170982928]
Hum...ok but that means that by some reason that DN stopped being monitored, maybe a network problem, you may want to check the TServer logs and see what happened to make sure it does not happen again.
[/quote]

We had this with a DN a couple of weeks ago. Logs didnt show anything to say why it stopped being monitored, but a reboot sorted it. Not good tbh.