CCE 4.1.4 Desktop Wallboard is not showing agent status.

[malam]

Hi,

One of my customer is using CCE4.1.4. On CCE Desktop wallboard agent stuffed and agent available are showing '0' (zero) value. To configure I did the following:

tools>setting>wallboard>queue>
On top selection window I selected a queue, In second selection window I selected 'queue name', 'Agent stuffed', 'Agents available'. After clicking OK wallboard is always showing zero. On presence and in CM stuffed and available agent number is not zero. Can anyone please help??

Regards
Jimi

[aapawan123]

Check the following:

1) On CCE Desktop, click Tools -> Options -> IDS View Client tab

• Make sure the CCE Desktop IDS Client URL is correct and is pointing to the server where the IDS View Server is hosted
• Check 'Receive by multicast' (by default this option is checked)
• Click OK and verify your Wallboard data
• If it does not resolve your issue, close CCE Desktop application and proceed to #2

2) Login to your server where the IDS View Server is hosted.

• Make sure the ''AS Interaction Data Server - View' service' service is running. If not, start the service and launch CCE Desktop application
• If this does not resolve your issue, proceed to #3

3) Go to the server where the IDS View Server is hosted

• Open the 'ASIDSView.ini' file and go down to the 'Client Connections' section
• Check the 'Enable Multicast' key (default value is True).
  • If set to True
    • stop the 'AS Interaction Data Server - View' service in the Windows services prior to editing the 'ASIDSView.ini' file
    • change value to False
    • Save configuration file
    • Start 'AS Interaction Data Server - View' service
    • Launch CCE Desktop application and go to Tools -> Options -> IDS View Client tab. Uncheck 'Received by multicast' and click OK button.
    • Verify Wallboard data.
    • If Wallboard is working at this point, this means that you do not have multicast enabled in your network.

If you have gone through the process above and still no Wallboard is showing, post the 'ASIDSView.ini' and 'AIDServer.ini' configuration files.