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Mr. Kumar Muthuramalingam

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RE: Cannot login user on voice channel using WWE

Posted By Kumar Muthuramalingam 06-07-2019 14:35
Found In Egroup: PureEngage On-Premises \ view thread
you will also get this error if the extension/ACD is on different TServer and you are using a different TServer to login. Are you using the same Tserver in WWE and WDE? Also I believe you have provisioned the WWE like below. Purpose: To enable an agent to log in to the Voice channel. Prerequisites ...

Statistics thread terminated due to GPF exception

Posted By Kumar Muthuramalingam 11-01-2017 14:09
Found In Egroup: PureEngage On-Premises \ view thread
Though it is said it is fixed in 8.2.x we are still getting this error in WFM DA version 8.5.x 08:52:47.586 Std 20000 FATAL: Statistics thread terminated due to GPF exception. 08:52:47.586 Trc 20001 THREAD_INFO: Statistics thread is cleaning up. 08:52:47.586 Std 20000 FATAL: Data Aggregator terminated ...

RE: Got invalid connection id error when trying to complete transfer

Posted By Kumar Muthuramalingam 08-07-2017 17:44
Found In Egroup: PureEngage On-Premises \ view thread
did you find solution for this? Please let me know. Is complete conference working?

RE: Is there an IRD function that will tell you what DN an agent is logged in to?

Posted By Kumar Muthuramalingam 08-07-2017 17:40
Found In Egroup: PureEngage On-Premises \ view thread
You can try this in IRD. 1. Choose Statistical type and choose TargetState in function object. 2. Choose agent, agent name and stat server in the TargetState. 3. Debug and see the result. 4. It might give you the DN name & details in which the agent is logged in. 5. Then manipulate the result string ...

RE: Agent Name is not displayed in IW for internal call

Posted By Kumar Muthuramalingam 08-07-2017 16:10
Found In Egroup: PureEngage On-Premises \ view thread
have you tried interaction.evaluate-real-party-for-agent option?

RE: Configuration Server does not start.

Posted By Kumar Muthuramalingam 08-07-2017 15:59
Found In Egroup: PureEngage On-Premises \ view thread
some problem with the config DBServer. is the DB server running first?

RE: Recently upgraded Emailserver from 8.1 to 8.5 , pop-client password is not captured in 8.5

Posted By Kumar Muthuramalingam 08-07-2017 15:46
Found In Egroup: PureEngage On-Premises \ view thread
verbose = all? in the log settings?

RE: Can anyone list out exact differences between Interaction Q and workbin, When we place Interaction in Workbin, does it save the interaction in UCS or IXN DB?

Posted By Kumar Muthuramalingam 08-07-2017 15:28
Found In Egroup: PureEngage On-Premises \ view thread
Yes it will be in the interaction DB until it is markdone/stopped and it will be stored permanantly in UCS DB with status updates. Only difference is, workbin is where you will save all the email drafts for later processing. You have to pull out the draft manually inorder to complete it. Interaction ...

RE: Configuring result tab, webservice IRD

Posted By Kumar Muthuramalingam 02-09-2017 15:41
Found In Egroup: PureEngage On-Premises \ view thread
Also I am not sure what that 'um' means in the prefix. I used 's0' like below Method name - s0:GetResponse Namespace - s0=sap-com:document.... SoapAction - s0:sap-com:document...

RE: Configuring result tab, webservice IRD

Posted By Kumar Muthuramalingam 02-08-2017 20:08
Found In Egroup: PureEngage On-Premises \ view thread
Hi Arthur, No Worries. 1. Assign the whole output to a variable. 2. Execute the strategy. Now you will be able to see what format/data you are getting from the RFC. You can see that in the URS logs or you can even debug the strategy with out executing it. From that we could proceed further. 3. ...

RE: Configuring result tab, webservice IRD

Posted By Kumar Muthuramalingam 02-07-2017 19:58
Found In Egroup: PureEngage On-Premises \ view thread
Hi Arthur, I am really a bit confused with your question. Correct me if I am wrong please. So earlier, your query to web service returned a table and you stored each output in seperate variables. And now your query to web service returning a variable? Thanks, Kumar.

TServer is not sending the correct agent status during stuck calls check

Posted By Kumar Muthuramalingam 02-06-2017 21:23
Found In Egroup: PureEngage On-Premises \ view thread
Hi, During the stuck calls check the TServer is not sending the correct agent status. Please refer the log below. It is attaching the reason code as well. We are using cisco call manager switch. 02:56:41.533 Int 04543 Interaction message "EventAddressInfo" received from 65205 ("cisco_tserver") ...

RE: Multiple call hold time for one call

Posted By Kumar Muthuramalingam 11-21-2016 03:15
Found In Egroup: PureEngage On-Premises \ view thread
Hi, Thanks for the reply. This is not showing the correct Hold time. It is showing the most recent hold time. What I want is, the total hold times for each call. There may be one or more hold per call. I want the accumulation of all that hold times per call. What is happening now in CCPulse is it is ...

Multiple call hold time for one call

Posted By Kumar Muthuramalingam 10-31-2016 14:33
Found In Egroup: PureEngage On-Premises \ view thread
How to get total call hold time for just one call? For example: An agent gets a call and he put on hold for 5 mins and then retrieved. And then again he put on hold for 5 mins and retrieved. Here the total call hold time should be 5+5 = 10 mins. But in CCPulse I am able to get only stats for 1. Either ...

RE: Network Issue in Composer

Posted By Kumar Muthuramalingam 09-28-2016 16:52
Found In Egroup: PureEngage On-Premises \ view thread
Run your composer as administrator.

RE: WFM Adherence is showing the whole time range as per the schedule rather to show specific time range

Posted By Kumar Muthuramalingam 09-12-2016 17:39
Found In Egroup: PureEngage On-Premises \ view thread
I do see "No Activity ---- Fixed state" is grayed out when I pull ou the Show assigned states for the SSG.

RE: WFM Adherence is showing the whole time range as per the schedule rather to show specific time range

Posted By Kumar Muthuramalingam 09-12-2016 17:08
Found In Egroup: PureEngage On-Premises \ view thread
Hi, Thanks for the reply. As you have mentioned above I already have the below configuration SSG for 'No Activity' --- Adherence rule = LoggedOut. I don't have 'Monitored' as adherence rule. Is this an issue? 'No Activity' is a ScheduleState of type "Fixed State" in a SSG.

WFM Adherence is showing the whole time range as per the schedule rather to show specific time range

Posted By Kumar Muthuramalingam 08-15-2016 16:13
Found In Egroup: PureEngage On-Premises \ view thread
WFM adherence reporting is showing the total timeframe as per the schedule timing WFM adherence report is not correct and it does not sync with the agent state report. For example: The individual schedule for an agent is below: Activity ---------------------7:00 AM 3:30 PM 8-10 Hrs 1st Brk -------8:45 ...

RE: Receiving calls when in NotReady mode or ACW mode

Posted By Kumar Muthuramalingam 07-25-2016 15:09
Found In Egroup: PureEngage On-Premises \ view thread
It is SIP switch. Is there a way to avoid this... directly dialing to extension?

Receiving calls when in NotReady mode or ACW mode

Posted By Kumar Muthuramalingam 07-22-2016 18:48
Found In Egroup: PureEngage On-Premises \ view thread
I am getting incoming calls eventhough I am set to NOTReady mode or ACW mode. Someone help please.