NICE 8.7 and Avaya CVCT R11 - Agent login logout not being seen

[fuzzytau]

We have a strange problem using NICE Monitor on a NICE 8.7 system connected to an Avaya CVCT R11 system.
It appears that if an agent logs out of the phone and moves desk, when they login again NICE monitor will shows them logged on to their previous station.

Only a restart of the Lucent TS driver will refresh the agent to station mappings, but we can't do this all day as it impact other users of the system.

NICE Australia can't see anything wrong with our system.

I have VDN's ACD's and stations as monitored devices

 

[denazn]

Have you entered in your lead hunt group extensions to your device group? The logins are monitored based on when the agent logs into the hunt group.

They need to be logged into the device group you are monitoring as a type "ACD".

 

[fuzzytau]

Thanks that fixed it... You need all the VDN's, Hunt groups and agent stations to be monitored for NICE to work out what's happening...

 

[denazn]

Technically, VDN's don't have to be in there...but if you want the VDN info, you'll have to put it in.