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AVAYA Advocate Reserve Agent

dpaquette
Level 1
Level 1

‎05-27-2003 09:15 AM - edited ‎03-13-2019 12:03 AM

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

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2r-reeder
Level 1
Level 1

‎05-27-2003 11:18 AM

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.

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dpaquette
Level 1
Level 1
In response to 2r-reeder

‎05-27-2003 11:39 AM

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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