Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Leonxxx86 on October 05, 2016, 02:05:34 AM

Title: Agent still appearing in CCpulse
Post by: Leonxxx86 on October 05, 2016, 02:05:34 AM

Hi All,

I have Disabled afew agents from CME but they still showing up in CCpulse? Is this because I disabled the agents instead of removing them? Thanks

Title: Re: Agent still appearing in CCpulse
Post by: cavagnaro on October 05, 2016, 02:40:20 AM

Yes

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Title: Re: Agent still appearing in CCpulse
Post by: Leonxxx86 on October 05, 2016, 03:16:47 AM

Hi Cav, thanks for your reply, it just because I don't want to delete the agents from CME so right this moment I have found that removing the agents shortcut from agent groups removed the agents from CCpulse.

Title: Re: Agent still appearing in CCpulse
Post by: n3vek7 on October 06, 2016, 05:20:27 PM

Yes, if you remove the agent from the agent group that your ccpulse is based on, it will remove the agent.
Next time, you may want to create a Dynamic agent view from the agent group. (you won't see logout agents)

Title: Re: Agent still appearing in CCpulse
Post by: zmari on October 07, 2016, 10:05:03 AM

I think if you disabled agent account in CME, this agent will be excluded from routing (Routing Server will not include disabled account as possible target) - disable/enable option does not On / Off the account.