Logged in Agent Available

Unanswered Question
Mar 24th, 2008
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Here is a question I probably should know the answer to. I am troubleshooting a problem with IPCC Express 4.0.4. I have several applications and several scripts with different CSQ's. In each script I have it check to see if there is local agents available per region. If there is not agents logged in it checks to see if there are agents logged into an enterprise group. Basically checking localized agents first before checking enterprise wide agents. I have had complaints that some agents were logged in and part of the enterprise group but not recieving calls from other locations. I started looking around and noticed this username was a supervisor and when I looked at the username it showed up twice in the users in the appadmin. One with a star or astericks. I also noticed that the user with the star did not have the enterprise skill..?? Can someone explain the multiple username and which one actually gets used when she logs in to take calls. Hope that made sense..?

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