pharmaet

We have 25 RTU's for logged in ACD agents. When I look at our system capacity it shows me that 18 our logged in, when I know of only 8. In our system, we only have 8 agents created....so my question is; where are the other 10 logged in agents? I can't seem to find anything in the system about them.


Thanks

mgoston

The easiest way to find agents which agents are still logged in is to make sure that all ACD hunt groups are measured internal and do a 'monitor bcms split xx' for all of you splits. This will show you who is logged in.

PBXtech.info

 

koelemon

are they EAS agents and if so, do they have multiple splits per agent ID?

__________________
"There are only 10 types of people in the world,
those who can read binary and those that cannot."

pharmaet

All of our splits/skills are measured and I only show eight agents logged in. I called Avaya to see if they could help me locate them, and they told me that because we have IVRS computers attached to our phone switch through Analog cards, that the IVR box will take an Agent RTU. I find this very hard to believe, but also can't figure out any other way this could be happening. I'm in the process of running some tests to actually see if that is the problem.

Also, some other tests that I've run, are having an agent that belongs to multiple splits/skills log in, and it only uses one RTU.

Thanks. And any ideas are very much welcomed.

t3guy

Yes IVR will take up some agents. List your hunt groups find which goes to the IVR. Do a list usa hunt X and that will prob give you the agents you want. Agents RTU is per agent admined not per skill

koelemon

In older releases, it would count one off for every skill an EAS agent had assigned to them, they have since fixed that though I think

__________________
"There are only 10 types of people in the world,
those who can read binary and those that cannot."

PBXtech.info