Helpful tips 

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Introduction

This section provides information that may be helpful when using another CTI application.

Incorrect agent login information entered in Internet agent login Web page

Problems could arise if the agent uses incorrect login information to log in to the Agent Login web page after logging in to the DEFINITY ECS by way of another CTI application.

For example, the agent logs into the DEFINITY ECS by way of another CTI application and then logs in to the CentreVu Internet Solution (through the Login web page) but in doing so, enters someone else's Agent ID or extension. Since the agent is already logged in, there is no validation through the DEFINITY ECS, and the login appears successful. However, Internet data may be delivered to the wrong agent (or may not be delivered at all) since different login information was used for logging in to the DEFINITY ECS and the CentreVu Internet Solution.

The following table lists some things that you can do (or that Avaya Professional Services can do for you) that will ensure that the correct login information is used upon each login.

Solutions 2 and 3 automate the login process.

The remainder of this section describes the situations that could occur if Web administration and login procedures for using another CTI application are not followed as stated in this document.

Logging in to the CentreVu Internet Solution before the other CTI application

When the agent logs in to the CentreVu Internet Solution first, the CentreVu Internet Solution will automatically log the agent in to the DEFINITY ECS. Then, when the agent attempts to log in to the DEFINITY ECS by way of another CTI application, the CTI application denies login because the agent is already logged in to the DEFINITY ECS.

To rectify this situation, the agent will have to do the following:

• Log out of the CentreVu Internet Solution (thus logging out of the DEFINITY ECS).

• Log back in to the DEFINITY ECS by way of the other CTI application.

• Log back in to the CentreVu Internet Solution.

Manual-in or auto-in modes activated upon logging in to the DEFINITY ECS via a CTI application

When you administer the agent to begin receiving calls immediately upon login, Internet calls may be directed to the agent, but the agent will not have the tools necessary to service the call because the agent has not logged in to the CentreVu Internet Solution. CentreVu Internet Solution features such as Web pop, escorted browsing, text chat, and agent-initiated PSTN callback will not be available. Therefore, it may be necessary to modify your CTI application to ensure the agent is placed in the AUX work mode upon login.

Lost connection logs agent out of DEFINITY ECS

If you have enabled �Agent Logout on Close,� and the agent is logged out of both the CentreVu Internet Solution and the DEFINITY ECS, then the agent will have to perform the following:

• Log back in to the DEFINITY ECS by way of your CTI application.

• Log back in to the CentreVu Internet Solution.

Another CTI application is monitoring the CentreVu Internet Solution skill

The CentreVu Internet Solution must monitor the Internet skill or the message skill to keep track of when agents log in and log out of the DEFINITY ECS.

If a CTI application other than the CentreVu Internet Solution is monitoring the skill, then the CentreVu Internet Solution will not receive necessary status messages. This will result in inconsistent states between the CentreVu Internet Solution and the DEFINITY ECS, thus causing the CentreVu Internet Solution not to function as designed.

For example, if another CTI application is monitoring the skill and an agent logs out of the DEFINITY ECS, the CentreVu Internet Solution will not be made aware of the logout and the connection between the CentreVu Internet Solution and theJava applet will not be relinquished.