Contact Centers, CRM Customer Engagement

I am in the process of moving agents off 1-x agent to Workplace for Agents.  My agents are built as J179CC, but I am having an issue with the app sequence in their profile.  The ACD buttons only work when the app sequence in the profile is built as cm-app-seq.  If you set the sequence app to CM5061 the ACD buttons quit working.  We are trying to standardize the app sequence and only have 1 app sequence for a user profile.  Normal SIP workplace users work fine with the CM5061 app sequence.  Does anyone know if there is a fix for this or will we be required to run both app sequences for Workplace.

thanks

Mark

I'm not sure what you mean by "quit working".  Do the buttons disappear or just do nothing when you click them?  Have you run traceSM with both SIP and PPM tracing enabled?  Do both application sequences have the same CM in them?  Generally a system has only one sequence unless you have multiple CMs and are running in half-call mode (i.e. feature server vs evolution server).

I am in the process of moving agents off 1-x agent to Workplace for Agents.  My agents are built as J179CC, but I am having an issue with the app sequence in their profile.  The ACD buttons only work when the app sequence in the profile is built as cm-app-seq.  If you set the sequence app to CM5061 the ACD buttons quit working.  We are trying to standardize the app sequence and only have 1 app sequence for a user profile.  Normal SIP workplace users work fine with the CM5061 app sequence.  Does anyone know if there is a fix for this or will we be required to run both app sequences for Workplace.

thanks

Mark