Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dionysis on February 09, 2009, 03:49:17 AM

Title: CCPulse and virtual groups
Post by: Dionysis on February 09, 2009, 03:49:17 AM

We have an issue with CCPulse and updating virtual agent groups.

We use a logged in script, rather than skill expressions in our virtual groups for certain agent groups and when TL's attempt to use the "Dynamic" view the agents will appear correctly to start with, but as they log in and out the agents do not move from 1 group to another.

Has anyone else experienced this?

Title: Re: CCPulse and virtual groups
Post by: cavagnaro on February 09, 2009, 04:07:54 AM

Which version are you using Dionysis?

Title: Re: CCPulse and virtual groups
Post by: Dionysis on February 09, 2009, 04:52:52 AM

7.5 CCPulse and 7.6 everything else.  :)

Title: Re: CCPulse and virtual groups
Post by: catanirex on February 09, 2009, 07:01:11 AM

Have you configured the CCP application in CME with the following option under Workspave section
UseStatServerVirtualGroups=true

Title: Re: CCPulse and virtual groups
Post by: Dionysis on February 09, 2009, 07:12:02 AM

Yes.  Without this option set the virtual groups don't work at all.

They work for me, but just don't keep up with agents changing states.

Example:
Agent working in processing group A (on Alcatel 4400)
Agent logs out using desktop application
Agent logs in to processing group B.

This all happens in succession, all automated by the desktop application.

In CCPulse monitoring a virtual agent group with the script "LoggedIn("ProcessingGroupA@Alcatel4400")", we see the agent log out for a split second and then straight back in. 

According to CCPulse the agent is still in the original agent group, but in Stat Server logs they are not.  If the CCPulse view is closed and re-opened the agent disappears from the agent group, and is added to another if there is one for Processing Group B.

It seems that CCPulse is only updating based on the status once it has it's list of agents for the virtual group, and not re checking group membership.

Title: Re: CCPulse and virtual groups
Post by: mavjerry on September 25, 2012, 12:47:50 PM

kinda workaround  ;) but works for me

1) Create skill "CCPproblem"
2) add it to all Agents
3) In CME edit Processing Group script and put
SkillExists("CCPproblem") & "LoggedIn("ProcessingGroupA@Alcatel4400")"

In my case VAG group update in CCPulse worked properly

Title: Re: CCPulse and virtual groups
Post by: cavagnaro on September 25, 2012, 05:53:50 PM

You do realize this question is almost 3 and some months old, right? ;)
Enthusiastic poster we have now

Title: Re: CCPulse and virtual groups
Post by: Steve on September 26, 2012, 10:15:37 AM

3 months Cav?? I think you mean 3 Years  :D

Title: Re: CCPulse and virtual groups
Post by: cavagnaro on September 26, 2012, 07:52:52 PM

Woops I ate the word year, it was "3 years and some months" :P