Administration of ITG and ICM server
Utilizing CentreVu Internet Solution CTI enhancements
To utilize the CTI enhancements available in the CentreVu Internet Solution, the following administrative tasks must be performed. These tasks are performed through the main administration Web page. For procedures on how to access the Avaya CentreVu Internet Solutions System Administration Menu, see Administration.
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The preferred method for an agent to log out of the system is to use the Logout button on the Agent Control Window. This logs the agent out of the CentreVu Internet Solution as well as the DEFINITY ECS. Other CTI applications should be monitoring at least one of the agent's skills and should detect the logout, thereby logging the agent out of the CTI application. Or, you may elect to Disable the �Agent Logout on Close� option located on the Administration web page.
When disabled, this option places the agent in the AUX work state if the connection to the ICM application on the ICM server is lost or dropped (for example, the connection to the ICM application on the ICM server can be lost or dropped if the agent closes the Agent Control Window); thus, the agent will be required to log back in to the CentreVu Internet Solution only by way of the Agent Login window.
When enabled, this option will log the agent out of the DEFINITY ECS if the connection to the ICM application on the ICM server is lost or dropped; thus, the agent will have to log back in to the DEFINITY ECS by way of the CTI application and log back in to the CentreVu Internet Solution by way of the Agent Login window.
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Disable CTI monitoring of the Internet skill or message skill in your CTI application.
The CentreVu Internet Solution must be notified when an agent logs out of the skill. If another CTI application is monitoring the Internet skill or the message skill, logout events may not get sent to the CentreVu Internet Solution.
If you desire to have your CTI application monitor Internet skill or the message skill, then you will have to add a �substitute� skill (one that does not appear in a vector and is not CTI-enabled) to the agents skill set, and then add it to the list of Monitored Hunt Groups. The CentreVu Internet Solution will monitor the �substitute� skill to keep track of when agents log in and log out of the DEFINITY ECS.
To add a skill to the list of Monitored Hunt Groups, use the Telephony Server Administration web page.
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Ensure that agents are not automatically put into an available ACD state (manual-in or auto-in) before logging in to the CentreVu Internet Solution.
If agents are automatically placed in an available ACD state prior to logging in to the CentreVu Internet Solution, they may receive calls that they are unable to handle (for example, if a text-chat call is delivered, the agent will have no method of handling this call without the CentreVu Internet Solution interface).
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Optional�disable the �Agent Logout� option located on Administration Web page.
When disabled, this option does not allow you to log out of the DEFINITY ECS by way of the Agent Control Window. When you use another CTI application to log in to the DEFINITY ECS, you should log out of the DEFINITY ECS by way of the same CTI application.
If you choose to enable this option, the agent will be able to log out of the DEFINITY ECS by way of the Agent Control Window. If you are using another CTI application to monitor the agent, then this CTI application must be able to detect that the agent logged out to monitor the agent appropriately.
If you do not use another CTI application to log in to the DEFINITY ECS, do the following:
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Enable the �Agent Logout on Close� option located on the Administration Web page.
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Enable or disable �Agent Logout� option depending on whether agents should log out from the Agent Control Window or from the voice terminal.
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Copyright © 2001 Avaya Inc. All rights reserved. Modified: March 19, 2001 |
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