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New Member

ICM Real Time reports not matching Avaya CMS Real Time reports

Hello -

After an upgrade from 7.5 to Central Controller 10.5 / Avaya PG 9.0 we are not seeing the correct Avaya Skill stats. When comparing the ICM Real Time reports against the Avaya CMS Real Time reports, the ICM isn't seeing the correct number of agents staffed or available (sometimes the report is showing zero, when I have 6 or 8 agents staffed in the skill or 6 or 8 agents available).

Our CMS RTA-Geo app is Version 6.0.. According to the Matrix provided to us, all systems are compatible.

We've compared the previous system regedit against the new regedit and it appears to be the same settings.

Has anyone gone through this type of issue?

Note: Our site is pre-routing so we base everything of off the Skill to route calls to the two destinations. We are also seeing this issue with both sites and two different CMS systems. Which to me, points to the upgrade being the problem.

Any feedback would be greatly appreciated.

Thank you..

Dave

1 REPLY
New Member

Same problem, anyone have

Same problem, anyone have this resolved? Can this be related to agent-skill pairs limitation? Do you know how to check what is the current limit?

Agent-skill pairs Upgrade to the newest CMS report if you find you need increased agent-skill pairs. The newer CMS reports can be configured to support up to 10,000 agent-skill pairs (default 2,400). Using this single (increased) agent-skill pair capability eliminates any need for using multiple CMS reports (and therefore not require timestamps in the CMS reports).

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