Viewing Agent and Extension Availability and Resiliency

Contact Center Client’s Agent, Employee, and Extension real-time monitors provide a visual indication if agents fail over to a resilient media server. In an Agent monitor (Agent State by Position, Agent State by Time, and Agent State by Queue by Time), if an agent fails over to the secondary voice media server, a cross-hatch pattern displays in the agent’s cell in the monitor. (See the following figure.)

Figure 1. Agent monitor with failed over agents

In an Employee monitor (Employee State by Position and Employee State by Time), if an employee’s agent fails over to the secondary voice media server, a cross-hatch pattern displays in the employee’s cell in the monitor. (See the following figure.)

Figure 2. Employee monitor with failed over agents

In an Extension monitor, if a logged in agent who is associated to an extension fails over to the secondary voice media server, then a cross-hatch pattern is applied to the agent’s associated extension in the extension monitor. (See the following figure.)

Note:

Extensions that fail over to the secondary voice media server do not have a cross-hatch pattern applied to their cell.

Figure 3. Extension monitor with failed over agents

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