Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: phil on June 09, 2010, 10:03:40 AM

Title: CCPulse - ShowAgentSkills
Post by: phil on June 09, 2010, 10:03:40 AM

Hiya,

i activated the option ShowAgentSkills in the CCPulse application object to display the skills associated with
selected agents in the Extended Current Status window. Skills in CME are defined and associated to the agent but contary to the description in the Admin Guide, they are not displayed, but the Skill per default used in the Avaya PBX  is. Not good  :-\

Why is that? Any ideas? Should/Could skills in CME and Avaya being synced?

Cheers

Phil

Title: Re: CCPulse - ShowAgentSkills
Post by: René on June 10, 2010, 09:40:36 AM

Hi Phil,

Are you saying that CCPulse+ is displaying Avaya skills instead of the skills defined in CME and assigned to an agent? It's really hard to believe :)

R.

Title: Re: CCPulse - ShowAgentSkills
Post by: phil on June 10, 2010, 11:32:07 AM

Indeed, but it really seems like. If i log on our toolbar the number "1" is permanently displayed in the avaya ip phone.

this number is also displayed shortly in the CCPulse current extended status after logging in, at least untill i change the status to "readyFNC". then it changes to n/a, as i already said, allthough skills are configured and associated.

i can hardly believe this is a coincident...

Title: Re: CCPulse - ShowAgentSkills
Post by: René on June 10, 2010, 12:56:38 PM

Phil,

Haven't you enabled the option "ShowStatusReasons" as well? Based on your description I would say you did and what you see is the Reason Code and not skill.

R.

Title: Re: CCPulse - ShowAgentSkills
Post by: phil on June 10, 2010, 01:12:25 PM

Yeah, your right. Ok, so i can't have it all :-) and there are coincidents.

Works fine now!

Cheers