Avaya ACD Agent Licenses 3

[PrudentMonkey]

Hello,

I’m having some problems with our Avaya phone system:

Control Unit Avaya IP 412 v4.2 (23)
3x DIG DCPx30 V2 v6.2 (23)
1x Analog POTS16V2 v6.2 (23)
1x Analogue ATM16 6.2 (23)
Avaya IP Office Manager 6.2(23)
Call Center View 5.0.23
Delta Server Version 5.2.31
CCC Reporter 5.0.37
Avaya IP Office Voicemail Pro Client v 4.2(34)

I know our phone system is old and CCC is terrible, but we’re a non-profit and can’t afford to buy anything new.

The first issue is that we have 15 ACD agent licenses but Delta server always shows that we have 0 remaining. A couple months ago it actually showed the correct number. Around that time, I deleted and recreated the ACD agent logins, so I’m guessing that is what caused this. I just don’t know how to fix it.

I have stopped the Delta service, the CCCReports service and they key service. I started the Key service first and Delta next, CCCReports last. It still shows 0 remaining.

I went so far as to save a configuration with all but 1 of the ACD agents removed to see if that might do the trick. Although I was under the impression it was about the number of agents logged in, not programmed…Well needless to say this didn’t work either.

I have every Avaya manual I can get my hands on, but I haven’t found anything to help with this topic. Any help would be greatly appreciated!

 

[intrigrant]

In the directory were DeltaServer.exe resides there are some txt files ( may be hidden ), stop the deltaserver and delete the files, restart DeltaServer.
Within the txt files you'll see all the names of the users once seen by the deltaserver, in time there are users long gone but still in there. after deleting these files you'll have a fresh ist and the counting must be correct then.

A simple mind delivers great solutions

 

[PrudentMonkey]

Thank you for your reply. I located the files, stopped Delta server, removed the files, and restarted Delta server. But, no joy.

 

[Bill211]

I've decided that the "Agent Licenses" are a scam and not needed.
Since CCC never worked, it was kinda fradulent.
I would say: Ignore the "Agent Licenses."
As I understood it, Agent Licenses were to get CCC to work.
But CCC never did what it was advertised to do,

Or, maybe back up a step: What's not working?
Is there a problem with your system?

Delta server doesn't use/look at agent licenses, right?
We're a small non-profit, too, and finally had to buy Chronicall
to get any reporting out of the system, and to see live data.

 

[PrudentMonkey]

Ooooh, I was just looking at Chronicall. What do you think of it? If you don't mind my asking, can you tell me a ballpark price range?

CCC does work but without the licenses the data is skewed.

 

[Bill211]

I'd like to rephrase your comment, if I may:

You say: CCC "works," but the data is wrong
I say: Then it doesn't work. If the data is wrong, then it's not working.
In what way is the data wrong?

You say: CCC doesn't give the right data, so I assume it's because there is a problem with my agent licenses.
Or "My avaya consultant said that's the problem"

I say:
I'd like to challenge that assumption.
CCC is wrong because it's defective, it doesn't do what it supposed to.
Not because of a problem your agent licenses
Avaya has now accepted that CCC doesn't work, and given up on it, completely re-wrote the next version.
We spent 2 years trying to get it to work, bought 15 agent licenses, and many, many hours of Avaya consultants time.

I think Chronicall is $5,000, which I also thought was expensive. But it does work, reports, live data and alerts.

 

[tlpeter]

Basic Xima license is $799
But then you need agent licenses.
The prices are on there website.


BAZINGA!

I'm not insane, my mother had me tested!

 

[intrigrant]

CCC works if you follow the rules as it is designed to.
Pretty basic : call comes in, hits group with agents and stay in that group ( may go to a overflow group with agents ) and the call must be answered by a agent or lost before answering.
VM Pro can be used but better only for queue messages and for campaigns, all other call flows lead to inconsistent data.
Don't bother the DeltaServer messages about agents, has no influence on CCC.

A simple mind delivers great solutions

 

[Bill211]

Yes, I agree, the Avaya call center functionality works fine.
The incoming call routes, extensions, hunt groups, queueing,
All of that worked for us. Old versions, new versions worked.
We had the 412, upgraded to IP500v1. It worked fine.

Sorry, I was referring to the CCC Reporting function that never worked.
Couldn't get good numbers on how many calls we received this month.
Live data never worked.
The reporting never worked, and the Avaya consultants said it should.

We had to replace the reporting with Chronciall.
The Avaya phone system does work.

 

[intrigrant]

I was referring to reporting as well, i've done a lot with it and i wrote a lot of custom reports which give good and consistent data.
The default reports are just generic and I have never seen them being consistent at all. Often the day statistics on the wallboard shows complete different values as a default report with the same data.

A simple mind delivers great solutions