Install Agent Service

Prerequisites

 

Configuration

Note After Core version 6.5 or higher, the Agent Service is enabled by default.

The Agent Service is switched on and off globally. It affects all running UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.'s. The setting is set in the configuration file.

<UnifiedContactCenters EnableAgentService="true">

If this attribute is missing or set to false. No information is shared among the running UCC instances.

 

Logging

‚ÄčIf the Service is started, the following message is added to the log:

AgentService is active

 

The following lines of logging (VERBOSE) are showing what happens if an reservation is already taken by another UCC. It shows that ucc_app_2 is trying to reserve Agent user1@domain.com. This agent is not available, because it is taken currently by UCC ucc_app_1.

ucc_app_2 AgentReservation::IsReserved Agent: sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.:user1@domain.com reserved by UCC ucc_app_1