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New Member

AVAYA Advocate Reserve Agent

Has anyone installed/integrated ICM 4.6.2 with Advocate Reserve Agent? We are currently using the Advocate Service Objective options and want to use Reserve Agent. What additional configuration on the ICM end is required?

Thanks,

David

2 REPLIES
New Member

Re: AVAYA Advocate Reserve Agent

We played with it a little bit in our lab, but there is no way to really map the logic in your vectors with ICM logic... I think the agents showed their reserve skills with priority 51 & 52 (you may be able to map this in configure ICR). Sorry, it's been a while... The basic upshot is that if you are going to pull in reserve agents, it can mess up the logic/real-time stats being used by ICM to load balance. Let us know if you discover differently.

New Member

Re: AVAYA Advocate Reserve Agent

Thanks. I'll let you know how things work out. The business user wants to have it in place by September.

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