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CTI OS Supervisor Tool - Real Time Status for Voice

Dear All,

We have the Contact Center as following components

ICM 7.0

CVP 3.1

CCM 4.1

CTI OS 7.1

All agents are using customized web based cti client applications.

But still the supervisor use normal CTI OS Toolkit IPCC Supervisor Desktop for monitor the agents.

Supervisor is repoting that he is not getting the agent status in real time status windows.

For example the agent received the call and speaking to customer and now supervisor seeing the agent status is ready or not ready something.. but supervisor is not getting the exact information.

Could anybody throw some lights. how this refershment happen? is their any time setting or any specification required in customized tool.

Please help me.

1 REPLY
Silver

Re: CTI OS Supervisor Tool - Real Time Status for Voice

Agent name changes will not appear on the supervisores agent desktop until the ctios-servers are re-started - This is a known limitation and will work in ICM 7.0.

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