Contact Centers, CRM Customer Engagement

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  • 1.  Work Place for Agents

    Posted 04-25-2024 12:16 PM

    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.



    Contact Center Solutions
    Cincinnati OH

  • 2.  RE: Work Place for Agents

    Posted 04-26-2024 09:03 AM

    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).

    Sam Osheroff
    UC Engineer
    University of Washington
    Seattle WA

  • 3.  RE: Work Place for Agents

    Posted 04-27-2024 10:07 AM

    Can you break out the differences between the applicaton sequence definitions?  How are they different from each other?

    Tom Lynn
    Forum Moderator