Communication Manager: Display capacity Logged-in ACD agents count does not match with actually Logged in ACD agents
SOLN148819 | Version: 4.0 | Published: 12/12/2011 | Updated: 06/22/2020
Available To: Customer, Internal,
Categories: Avaya Aura® Communication Manager, Configuration, Documentation, Overview
Details

All CM releases.

 

1. CM display capacity (page-5) shows as Logged in ACD agents to be 144.

display capacity Page 5 of 12
SYSTEM CAPACITY
System
Used Available Limit
-----------------------
HUNT GROUPS, SPLITS, OR SKILLS
Groups/Splits/Skills: 59 1941 2000
Administered Logical Agents: 362 19638 20000
Administered Logical Agent-Skill Pairs: 2690 177310 180000
Logged-In ACD Agents: 144 16 160 <-----------------
Logged-In Advocate Agents: 0 0 0
 

2. But when user actually counts ACD agents, the number of Logged in ACD agents is 70+ and not 144. The command to count logged ACD agent is 'list agent-loginID staffed'.

3. As per avaya Administration Guide for Avaya Communication Manager (03-300509), below is the meaning of 'Logged-In ACD Agents':

The logged-in ACD agents limit applies to ACD agents in traditional or non-EAS ACD splits or in Expert Agent Selection (EAS) skills. Auto-Available Split/Skill (AAS) agent ports are logged in and counted when they are first assigned, while the non-AAS agents are counted when they actually log in. Each logged-in agent is counted as a single agent independent of the number of splits/skills logged in to for the Logged-in ACD agents limit. AAS and non-AAS agents are counted towards this limit whether they are BCMS/CMS measured or not.

4. So user needs to count Logged-In ACD agents, EAS agents as well as Logged-In AAS agents to see actual ACD agents count in display capacity. Command to check Logged-In AAS agent is 'list agent-loginID aas y(es)'.

list agent-loginID aas y(es) Page 1
AGENT LOGINID
Login Name/ Dir Agt COR Ag SO Skil/Lv Skil/Lv Skil/Lv Skil/Lv
ID Extension AAS/AUD Pr
58201 VP_stat_58201 1 lvl 112/01 / / /
unstaffed 58001 / / / /
58202 VP_stat_58202 1 lvl 112/01 / / /
unstaffed 58002 / / / /
58203 VP_stat_58203 1 lvl 112/01 / / /
unstaffed 58003 / / / /
58204 VP_stat_58204 1 lvl 112/01 / / /
unstaffed 58004 / / / /
58205 VP_stat_58205 1 lvl 112/01 / / /
unstaffed 58005 / / / /
58206 VP_stat_58206 1 lvl 112/01 / / /
unstaffed 58006 / / / /
58207 VP_stat_58207 1 lvl 112/01 / / /
unstaffed 58007 / / / /

5. When user counted ACD agents as well as AAS agents, total came out to be 144, which is exactly what display capacity command shows in CM. That is how CM counts Logged-In ACD agents.

Problem Clarification

Display capacity Logged-in ACD agents count does not match with actually Logged in ACD agents.

Agent cannot login , they check ACD find that ACD agents capacity incorrect.

Solution