Agent Personal Ext showing up as logged in or logged out in CCP ??

[jsty40]

SAP using Gplus and Nortel.

Have a few agents when you monitor their extended status in CCP, their personal Extension DN is showing up as logged out or logged in ?

tried deleting place and extensions, same condition...

SAP Adapter is not hard coded for phone pos like Siebel. SAP adapter prompts for PLACE and then whatver shortcuts are their is controlled by toolbar.

can't figure why these few agents have their personal DN showing logged in or out when over 100 others just show , monitored, wait for next call and onhook ?

Seems to be affecting routing to these 2 agents..

thanks !
JS

[cavagnaro]

Hum, can barely understand what you try to mean, can you post a good view and a bad view screenshots of CCPulse?

[jsty40]

thanks image attached.

2173 is a standard non-acd Nortel Extension that is AST'd for genesys to monitor. It should not show logged in or out.. like the position ID does,

[cavagnaro]

Is this DN under the Place of the agent? Meaning, how many DNs are on the Place that agent selects?

[jsty40]

2 dn's are under the place,,,the position and the extension.

The emaildn seen is a dynamically assigned email dn from Multimedia 7.

[kowari]

I am confused by your question.

Nortels are a bit different to most switches in that they need an SDN and a PDN to work.  You need to assign both lines in CME for the thing to function properly - and SDN (in this case 2173) is a physical phone line that a person can use to make inbound and outbounc calls on.  You also cant log it in.

a PDN is a virtual DN on the switch that is dynamically allocated to the handset when the agent logs into it.  You cant call the PDN directly and you cant pick up that line and make outbound calls (which is why often an SDN is created on the same handset to get around taht issue) Because this is a bit of a cludge you need to put the agentID (I think, memory is hazy) in the association section of the DN.  Look up the TServer doco for your particular type of nortel for more information (I cant remember the specifics anymore, been a few years since I did this).

So, what you are seeing in that screenshot looks ok to me - SDN not logged in (because it cant) but able to take direct calls in and make calls out (the "waitfornextcall" status in conjunction with "loggedout") for the time it has been monitored for, PDN logged in and doing its thing.  What exactly is your issue with it?

[jsty40]

thanks,,we have hundreds of other agts that appear fine in ccp and work fine in routing.  no other agts have any information in the extended status regarding the logged in or logged out state for the regular nortel extension. Thats what we can't figure out...why is it that when we extend the status in ccpulse for these 2 agents we see information regarding the logged in or logged out state of the regular non-acd personal extension ?


Position ID's have the association with the nortel ACD queue.