ALM0090 - Enable Agent Group Events

DESCRIPTION

Group Real Time Events Enabled is set to "No" on the PBX for an Agent Group.

Select "Yes" to generate real-time statistics for the path. The statistics are sent to an RS-232 port.

SEVERITY

Minor

IMPACT

This option needs to be set to "Yes" to enable accurate real-time queue reporting.

TROUBLESHOOTING STEPS

1. Open the 3300 ESM.
2. On the left click on Users and Devices => ACD => ACD Agent Skill Groups.
3. Select the Agent Group you need to modify.
4. Click Change.
5. Set Group Real Time Events Enabled to Yes.
6. Click Save.

NOTE: This alarm will need to be cleared manually by going to YourSite Explorer and clicking on Alarms. Select the alarm in question and click the Snooze button.

APPLIES TO

CCM 6.0 SP1

References

• MiContact Center Administration and Installation Guide
• MiContact Center User Guide
• MiContact Center and Business Reporter System Engineering Guide
• Multimedia Contact Center Installation and Deployment Guide
• Business Reporter User Guide