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cisco unified Web and email integration mgr. Chat routing issue.

We have implemented Web chat solution using cisco Web and email intergration mgr ver 4.3.2. This is a new product for us . I have been getting trouble tickets from agents that they are getting chat from customers even after choosing " Not availble for chat" and "Not available for other channel" in the Agent Console.

I am not sure what causes this. Looking for hints /suggestions on troubleshooting..

Thanks in Advance,

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cisco unified Web and email integration mgr. Chat routing issue.

The interface between the two systems for this type of communication is the ARM (Agent Reporting and Monitoring) interface - the Listener on the CIM side, and the CTI server (e.g. CG1A) on the ICM side.

Set up trace on the CTI server and be sure that clicking the available/not available is changing state through the CTI server.

Agent availablility in the Router comes from your Agent PG. If the Agent PG does not inform the Router that the agent is not available, the router will give them another activity.

Regards,

Geoff

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