Agent Capacity Question

[Toni]

Hi everybody!

I've noticed a problem in our production environment just before starting multichannel, voice and email.

I've been doing some test, just to see that everything worked properly, but testing the email and voice channels i found the following:

I've created a capacity rule for my test agent. I decided to handle 1 voice interaction and 10 emails at the same time.

The problem is, that with the capacity rule assigned, calls are being routed to default, and without the capacity rule, it worked fine, except for emails, because without capacity rule can't be routed.

If I assign the capacity rule to the agent, and I call to my test service, I found that URS tried to route the agent, using as OtherDN my employeeid, not my extensionDN. If I don't use any capacity rule, OtherDN gets the correct value, my extension DN.

Also, our Avaya PBX returned us the error C_INVLDNUM C_COV_DONT_ANS, thats because it doesn't exist a DN called as the agent employeeid.


My PBX is an Avaya one, we are using StatServer 7.2.000.005, URS it's 7.1 and T-Server 7.1 as well.

Does any body heard any time something similar?

Thank u in advance!

Toni.

[Fra]

Hi Toni,

check your URS 'use_agentid' option:
-if set to true, the interactions will be routed to the agent employeed id (so you better set it with the login in value);
-if set to false, the interactions will be routed to the DN the agent is logged in.

Hope it helps 

Fra

[Toni]

Hi Fra,

Sorry, I didn't remember to put my URS options we're using.

use_agent_capacity: true
use_agentid: false


I don't know if there is any other option that could affect, sure, but I can't find it


Thank you!

Toni

[catanirex]

One basic question:
Did you create the Capacity Rule manually in Configuration Manager? If so, it won't work.
You need to install Capacity Wizard, and run it through CM. (Right click on Scripts, choose Wizard/New/Capacity Rule)

[praveen gorthy]

Hi ,

      When I try to enter agents login details asai_src files is giving C_INVLDNUM due to
which Im not able to connect my application in automated mode.
I used to get some C_INVLDIE error for which I changed the Inbound trunk group value.
After which Im getting the C_INVLDNUM error. Could any one can help me out to find a
solution,.