Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: SisB on March 17, 2010, 06:03:21 PM

Title: CCPulse & Dynamic Group
Post by: SisB on March 17, 2010, 06:03:21 PM

Hello -

I have couple of dynamic VAGs with LoggedIn-Queue script (i.e. when an agent logs into this Avaya queue, agent becomes part of the group).

When I try to use CCPulse on these VAGs, the individual agents do not show up in objects pane tree. However, when I do a create view for members, I am able to have the view with individual agents.

Is it not possible to show the list of agents in objects tree for these kind of VAGs? Any idea? I am using CCPulse v7.5.

Thanks in advance.

Title: Re: CCPulse & Dynamic Group
Post by: Dionysis on March 30, 2010, 04:50:21 AM

No it is not possible.

It has something to do with the fact that the objects pane is controlled by config server, and config server has no idea who is logged into which queue.  A skills based VG will show up because config server is aware of which agents have which skills.

:)

Title: Re: CCPulse & Dynamic Group
Post by: S on March 31, 2010, 08:34:01 PM

when creating the workspace, during the object selection, did you expand and select the Agent box also? if not , then the tree will not show the individual agents in VAG or AG

Title: Re: CCPulse & Dynamic Group
Post by: Kevin S on April 01, 2010, 01:19:58 PM

I think in later versions of CC Pulse (7.5) there is an option to tell CC Pulse to use Virtual Agent Groups based on a definition in Stat Server instead of Config Server. You would need to refer to the CC Pulse Administrator's Guide for more information.
(I haven't used it, so I can't tell you more, but I remember seeing it the other day in that document)