CCPulse Thresholds / Actions

[Michael]

All,

I have been "working with" Genesys for 3 years on an issue that will always be fixed in the next release (since 6.5). Any help would be aprpeciated.

Thresholds / Actions within CCPulse+ are failing. Specifically, the "Hide" action for "AgentsLoggedOut". I have sent log after log and screen shots galore to Genesys with no resolution. The claim is that Norton Anti-Virus Software is preventing the ActiveX scripts from running. If that were the case, wouldn't ALL of the threshold/action scripts be failing?

I have uninstalled NAV from the PC, run a registry clean multiple times, deleted all files and remaining registry entries related to NAV manually and am still experiencing an action failure.

PC Hardware / OS:

Windows XP SP1 and SP2 (with current patches)
1GB RAM
2.79 GHz Pentium 4

Genesys info:

CCpulse+ 7.2.x
Nortel T-Server 7.1 (Option 81c Rel 25.40b w/ Symposium)
Stat Servers - 7.0
URS - 7.0

Has anyone else expereinced this issue and if so, how did you resolve it?

Thanks!
Mike

[mark]

Hi Michael,

Does it not work at all?
I have it working in 7.2

mark

[sy278]

We have the same issue whereby it will hide an agent when the logout, but a large portion of the time does not show them again when the log back in, even with AgentLoggedIn with action of Show.

[Michael]

Initially, it will work (on assignment of the threshold / action). However, over the course of the day, the logged out agents are no longer hidden AND they begin changing colors (some red, some green, some blue).

[Michael]

Hi Sy278,

We don't seem to have a problem with agents showing back up when they log in. Our issue seems to be isolated to AgentsLoggedOut/Hide and CallsWaiting/ChangeColor.

Have you been able to find a resolution to your issue?

Thanks!
Mike

[sy278]

Michael, not as yet, though ours does start off working then over the course of the day stops.

We also use coloured thresholds, but sometimes these dont kick in properly too, tho its not as much of an issue.

[Michael]

Sy278,

Have you ever tried running CCPulse+ with applicable thresholds / actions on a PC that has NEVER had an Anti-Virus client installed on it? I am at a standstill with Genesys until I can accomplish this "test" and I cannot put a PC on our network without AV protection. 

I have unsintalled AV, deleted all applicable files, and have run registry cleaners to follow-up but this is not sufficient for Genesys.

Just trying to find out if this test has already been done and if a failure was experienced. (Anyone?)

Thanks!
Mike

[sy278]

we have done some testing, anything over 4500 real time stats and thats when we get the problems.

[mark]

Im not suprised to hear that!
I do my best to not go over 2000 real time stats, as this can cause issues in certain environments.

Do you need 4500 active at all times?
You could deactivate any templates that are not currently needed, only activating when you want to see them (this then keeps the applied thresholds/actions, saving the need to re-add the template and the thresholds each time).

Mark

[sy278]

We are using almost 5600 realtime stats that need to be monitored at all times.

We are looking at spilliting it in to two workspaces and running it on 2 machines