Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on January 25, 2011, 09:32:42 AM

Title: Sometime changing skills is not dynamically taken by URS
Post by: vma on January 25, 2011, 09:32:42 AM

Hello,
Most of the times is working and everything is OK when changing skill values or add/delete skills from an agent but some time when adding new skills, they are not taken in consideration until he relogs. Anybody know why this happens? Not even CountSkillInGroup function doesn't count this agent until he relogs.
Anybody faced this issue before?

I'm using URS 7.6

Thanks!
Mihai

Title: Re: Sometime changing skills is not dynamically taken by URS
Post by: tony on January 25, 2011, 09:42:20 AM

HI,

The distribution of changes to Skills (and other Agent-related values) takes place in a linear fashion.  Consider that every client and component has to be updated from the config layer - sometimes that can take as long as 20 minutes.

AFAIK, Skill changes ARE dynamic however it may depend on the (softphone) connection method your Agents use to be able to access those updates.  For example; config server updates TServer and URS of Skill changes - Agents softphone is connected to TServer but it may only "read" configuration data (such as associated Skills) on log in - therefore, any changes AFTER login are not reflected on the softphone clent.  This may be the reason that your Agent Skill updates are not reflected on the client side.

With regard to the updates to the URS - AFAIK any issues with dynamic updates were resolved by Genesys a long time ago (6.5+), so there should be no issues and you may want to raise an SR with Genesys to have this fully investigated.

Hope this helps?

TT

Title: Re: Sometime changing skills is not dynamically taken by URS
Post by: vma on January 25, 2011, 01:34:30 PM

Thank you for your response Tony.

The fact is thatr we are not using softphones. We have an Avaya PBX and using avaya phones. Anyway the skill of the agent are not seen even by URS (StatServer) when using CountSkillInGroup. And the thing is not happening everytime. In fact is happening very seldom. I will check it very carefully next time when it happens and I will get the logs so I can present it to Genesys. Switched them all to debug level on URS and StatServer.

Thank you,
Mihai

Title: Re: Sometime changing skills is not dynamically taken by URS
Post by: tony on January 25, 2011, 02:28:01 PM

OK - check your Agent Profiles too... there may be anomalies in their setup... :)

TT

Title: Re: Sometime changing skills is not dynamically taken by URS
Post by: smile on January 25, 2011, 02:34:42 PM

vma, check URS logs because function CountSkillInGroup ask StatServer. You can see the request/response for StatServer and also you can measure the time period between this events. So, if your statserver is under high load this could be a problem.Does your stat server is situated in the same site as URS?

Title: Re: Sometime changing skills is not dynamically taken by URS
Post by: Fra on January 26, 2011, 09:55:55 AM

[quote author=vma link=topic=6126.msg26616#msg26616 date=1295962470]


The fact is thatr we are not using softphones. We have an Avaya PBX and using avaya phones. Anyway the skill of the agent are not seen even by URS (StatServer) when using CountSkillInGroup. And the thing is not happening everytime. In fact is happening very seldom. I will check it very carefully next time when it happens and I will get the logs so I can present it to Genesys. Switched them all to debug level on URS and StatServer.

[/quote]

If URS / Stat Server can't see the skill changes, the issue is not within URS / Stat Server, but rather on Config server, not distributing updates to its client.
What config server version are you running? Have you checked the RN? Could you enable to config server logs when you make changes.

Fra