Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on April 04, 2014, 03:19:09 PM

Title: IWS on mixed (voice - multimedia) environment
Post by: cavagnaro on April 04, 2014, 03:19:09 PM

Hi guys,
Question here, having IWS and agents doing voice only and others voice and email.
Issue:
Agents with voice only have no capacity rule configured, even tho, when they do a login on IWS it tries to login them to Multimedia channels...

Is this normal?

Title: Re: IWS on mixed (voice - multimedia) environment
Post by: Grand_Master on April 04, 2014, 04:00:23 PM

Sounds like they either they have an email DN assigned, or they've not deselected "email" under "more" option when logging in.

Title: Re: IWS on mixed (voice - multimedia) environment
Post by: René on April 04, 2014, 04:01:59 PM

Hi Cav,

Access to channels is controlled in role. You have to define different role for voice and email agents.

R.

Title: Re: IWS on mixed (voice - multimedia) environment
Post by: cavagnaro on April 04, 2014, 04:09:03 PM

;D Thanks René! Will do so!

Title: Re: IWS on mixed (voice - multimedia) environment
Post by: cavagnaro on April 04, 2014, 05:27:01 PM

[quote author=Grand_Master link=topic=8293.msg36508#msg36508 date=1396627223]
Sounds like they either they have an email DN assigned, or they've not deselected "email" under "more" option when logging in.
[/quote]
Emails DNs were used up to 6.5 if memory doesn't fail on Internet Solution, right?
And on IWS they don't have the option to select like GAD used to have.