Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pablocaamano on October 06, 2014, 07:29:29 PM

Title: Could not get IWS Supervisor funcionality work
Post by: pablocaamano on October 06, 2014, 07:29:29 PM: Hi everybody,

I am trying to achieve supervisor functionality in IWS. I have read Interaction workspace deployment guide without luck.

I have configured an agent (agranja) with a "TeamLead" Role, with all Team Lead Privileges allowed.
This agent is Supervisor of a particular Agent Group(Premium), this is defined in the agent group->advanced->Supervisor. https://imageshack.com/i/ipYkCYnzp

When the Supervisor searches in IWS a particular agent of the Premium agent group, he could not get the option to supervise the call.
Supervisor and agents are logged in Genesys SipServer.

I have look at iws logs, but i don´t find any message refered to supervisor module. Even more, i search for an agent in IWS search bar, i get the agent, but i could not get any option releated with supervision.
https://imageshack.com/i/f0wolJI3p

I believe that it could be possible, that any missing configuration is needed, but i can´t figured out what is it.

I would really appreciate if anyone could give me some help with it.

Regards!
Title: Re: Could not get IWS Supervisor funcionality work
Post by: Kubig on October 07, 2014, 09:06:55 AM: Genesys is integrated with PBX or is based on Genesys SIP server? If SIP, check the supervision features configuration on SIP server application object level
Title: Re: Could not get IWS Supervisor funcionality work
Post by: pablocaamano on October 07, 2014, 12:35:17 PM: Hi Kubig,

Genesys is integrated with Genesys SIPServer, i will re-check the sip server configuration options as soon as I get to the work.
I will post what I find.

Thanks for your help.
Title: Re: Could not get IWS Supervisor funcionality work
Post by: pablocaamano on October 07, 2014, 05:45:14 PM: Hi Kubig,

I have review Feature Configuration of SIP Server Deployment guide, as I can see, the options mentioned in the manual are corrected defined in the sipserver options.

I find strange that the option to supervise a particular call in iws is not display...
Title: Re: Could not get IWS Supervisor funcionality work
Post by: Kubig on October 08, 2014, 01:24:04 PM: You have to made some mistake during the implementation. I have just tried it now in my lab and all works as expected.
Title: Re: Could not get IWS Supervisor funcionality work
Post by: pablocaamano on October 08, 2014, 01:44:12 PM: Yeah this is a possibility, but i have made it twice... so i do not know...
Kubig, what deployment manual are you using? Because i don´t find anything in The Interaction Workspace Deployment Manual, only the descrition of making agent team lead. But nothing about IWS configuration (I do not if it is needed ??? ???).

Thanks!
Title: Re: Could not get IWS Supervisor funcionality work
Post by: Kubig on October 08, 2014, 01:46:36 PM: At most using the user guide for IWS and SIP deployment guide. On IWS site are little part of entire configuration.