One X Agent control group greyed out 3

[gyppo1969]

Hi Guy's

Hope you can help me.

My customer has agents who are using the Agent control gadget in One X portal to change there group membership by ticking / unticking the box against the required group they are a member of.

Most groups they can do this for apart from one which has gone greyed out (in the One X portal Agent control gadget) and they cannot select it.

You can still use the phone or the manager / web manager to enable/disable the agent from the group.

The customer is running 500V2 on 9.1.8

I have read several things that suggests the administrator can adjust this functionality to allow the agent to change the group membership from One X but I cannot find the setting anywhere. It suggested looking in the One X install guide and I cannot find it.

Below is what I keep finding but I cannot find where these settings are...

"one-X Portal for IP Office Queue Membership Control
Select the Agent Control gadget and select/deselect the queues for which you want to enable/disable your queue
membership. [highlight #EF2929]Note that the administrator can restrict for which queues you can change your membership state[/highlight]."

can anybody help me with this as I am still fairly new to IPO.

Many thanks all for any assistance or advice you can give

Cheers
Steve

 

[Westi]

I think that will only work if you are setup with an Avaya call sentre solution and the agents are setup as agents (force login checked)
but TBH we don't sell any Avaya call centre if we can avoid it so my exposure to it is miniscule

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[gyppo1969]

Thanks Westi so this is only an option if you have IPOCC? The documents dont mention contact center that I can see.

That is not my problem then by the sounds of things.

Has anyone had this before the group is greyed out in the Agent Control gadget and the users are unable to tick in and out. It is only affecting one group they have several others that they can tick in and out of no problem from the gadget.

Any ideas what I can try? Other than recreate the group..

Many thanks
Steve

 

[janni78]

To my knowledge this has nothing to do with IPOCC or ACCS, those agents are supposed to handle they group membership in the agent application.

"Trying is the first step to failure..." - Homer

 

[gyppo1969]

Hi Janni78 thanks for your response.

Thats the problem I have though for this particular group the users cannot use the ONe X portal and Agent Control gadget to control whether they are enabled/disabled from this one group as it is grayed out.. As I say they have around another 10 groups that are not and they can control fine this way.

Before I rebuild the group was looking for some possible reason for this and some way to resolve. when I found the line that said the administrator controlled whether agents could enable/disable group membership I thought this was a good place to start but I could not find the setting mentioned anywhere.

Again any help much appreciated.

Cheers
Steve

 

[gyppo1969]

This is an extract from the "using one-X Portal for IPOffice" guide on marketing tools..

"Enabling/Disabling Your Membership of a Group
The My Hunt Groups section displays the group of which you are a member. You can use the list to enable or disable your current membership of some or all groups. You only receive calls for queues for which your membership is currently enabled.

Your telephone system administrator configures for which groups you can change your membership state, by default it is none. The hunt group name is grayed out if you cannot control your membership status for that hunt group. *** I cannot find this setting anywhere can anbody point me in the right direction please***

The checkbox at the top of the list enables/disables your membership for all groups for which you are allowed to change your membership.

 

[janni78]

Honestly my experience with One-X portal/mobile isn't great, I've only tested it on occasions.

We don't use it here as we have other CTI applications that replaces it and works a lot better.

"Trying is the first step to failure..." - Homer

 

[intrigrant]

In Manager>User>Menu Programming>Huntgroup

 

[Westi]

nice one intrigrant pink love for your post

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[gyppo1969]

Hi Intrigrant,

If I looked until Christmas I probably still would not have found it but now you have pointed me at it its obvious like most things..

Thanks very much for your help it is very much appreciated.

What is strange is why it just started happening for this one particular group when I look at the user config none of them have been ticked against any group to allow the membership change. I did read it was disabled by default but it doesnt appear to be for all the other groups.

I have made a change on a user and confirmed making a change does resolve the issue like I say just a bit confused why it happened in the first place.

The other thing is does not look like I can user user rights groups to make a mass change has to be on all users...

Again thanks for your help and if you can offer any further insight would be appreciated.

Cheers
Steve