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Unmapped user

thread911-1541395

Unmapped user

Unmapped user

(OP)
we are running Nice Perform 3.1 against Avaya AES

agents who logged after Nice is started are displayed as "Unmapped User".
if we reboot Nice server (at OS level), they are learned from AES at the time Nice started.

how to make Nice to ask AES about agents mapping time to time ?

RE: Unmapped user

How do you have the configuration? do you have audio on the calls from the unmapped users?

RE: Unmapped user

(OP)
what information do I have to provide about configuration ?

yes, audio calls are recorded by Nice

RE: Unmapped user

it appears as an unmapped user when that extension is not associated against a agentid or extension in user administrator. you need to configure a agent in user administrator against that ext or agentid if free seating

RE: Unmapped user

do you have audio on the calls with unmapped users?
have u applied the last HF?

RE: Unmapped user

In order to get agent id informaiton you need to monitor ACD Hunt Groups your skills are connected to.  The hunt group returns messages when agents log into or out of skills.

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