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Agent manager

Feb 16, 2010 01:41 AM PST
Marc Gere
Having an issue with agent manager after upgrade to 5.1/7603 The symptom is that a supervisor will take a person out of a queue using agent manager and the next call that comes in logs the same agent back into all the queues assigned to him in contact center director.

Anyone having the same issue??
Feb 22, 2010 01:20 AM PST
Marc Gere
The issue was that the agents thought they were getting randomly logged back into their groups after being removed from groups by themselves. USER ERROR... They would remove themselves from groups (not knowing they were their primary groups) and add themselves to a none primary group, but didn't see any indication that they were logged into that none primary group. So they would look at the primary group ICON thinking that it was the indicator that they were logged in or not. It showed they were not logged in, so they would click the primary group ICON and it would show they were logged back in to the groups they just logged out of. They didn't know that ICON was just for primary groups, explain that ICON only indicated login/out for primary groups. Issue resolved
Feb 22, 2010 02:17 AM PST
Brian Lynch
ShoreTel, Inc.
Thanks for posting the resolution Marc!! Will make for a great FAQ also,,

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