Queue Now monitor showing agent on ACD call across all queues...

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Queue Now monitor showing agent on ACD call across all queues they answer for


Article ID: 51906 - Last Review: April 16, 2013

PROBLEM

An agent who is configured to answer for multiple queues takes an ACD call.  In Queue Now, their status (ACD Inbound) shows across all queues that they could answer for. 



WORKAROUND

If you prefer to have the agent only show their ACD state in the queue that they are currently answering, this can be accomplished with a manual configuration change.

NOTE: Manual configuration changes are reverted when you apply a Fix Pack or Service Pack.  You will need to re-apply these changes after an update.  In future releases we will be adding this configuration to the GlobalApplicationSettings Editor in order to avoid this behavior.

1. Go to [INSTALL DIRECTORY]\CCM\Services\EnterpriseServer\
2. Make a copy of prairieFyre.Services.EnterpriseServer.exe.config as a backup.
3. Open the original prairieFyre.Services.EnterpriseServer.exe.config file in Notepad.
4. At the top of the config file you will see:
<configSections>
<sectionGroup name="applicationSettings" type="System.Configuration.ApplicationSettingsGroup, System, Version=2.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089">
5. Immediately below, please add:
<section name="prairieFyre.BAL.DataAnalysis.Properties.Settings" type="System.Configuration.ClientSettingsSection, System, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089" requirePermission="false" />
6. Further down there will be a <applicationSettings> section.
7. Just below the <applicationSettings> tag, please add the following:
    <prairieFyre.BAL.DataAnalysis.Properties.Settings>
      <setting name="CreditQNowAgentOnACDOnlyIfAgentOnACDThisQueue" serializeAs="String">
        <value>True</value>
      </setting>
    </prairieFyre.BAL.DataAnalysis.Properties.Settings>
8. Save the file and exit Notepad.
9. Go to Start => Run and type services.msc then hit Enter.
10. Restart the .NET Enterprise Server service.

NOTE: Restarting the .NET Enterprise Server service will cause all real-time monitors to grey-out for 30 to 60 seconds, and any Softphone or PhoneSet Manager controls will not respond during this time as well.  We recommend performing this change outside business hours or during a scheduled maintenance window.



APPLIES TO

CCM 6.0 and newer 

Keywords: queue now agent acd multiple group answer state



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Details
Last Modified:Tuesday, April 16, 2013
Last Modified By: amontpetit
Type: FIX
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