ALM0105 - Secondary line use detected for agent(s) and "Ignore agent secondary line activity" is not enabled

DESCRIPTION

There are two agents who are using 2nd line appearances (secondary lines) and the "Ignore agent secondary line activity" option is not enabled. Using 2nd line appearances in this way may cause real-time inaccuracies.

SEVERITY

Minor

IMPACT

Real time may inaccurately report second line activity instead of first line.

TROUBLESHOOTING STEPS

This can be resolved in one of two ways:

1. If you have a PBX using MCD 5.0 firmware, select the option called "Force Device Busy If Any Line In Use". This option is located in the COS of the device under the Misc. section. If you have this option selected, you may disable the alarm.
2. Enable the "Ignore agent secondary line activity" option on the media server. This option is found in CCMWeb under YourSite => Enterprise => Media Server => Data summary options.

APPLIES TO

CCM 6.0 SP1 FP1 and newer.

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