Troubleshooting agent issues B-3
Appendix B: Troubleshooting Contact Center Queues
Wave Contact Center Administrator Guide
Note that each call is listed with its Call ID number in parentheses. You can view the Call ID
number in the Administrator or ViewPoint Call Log by showing the Call ID column (hidden by
default). Call ID also appears in the Queue Call History Detail report (see page 65).
Troubleshooting agent issues
Problem: When an agent at a phone other than his or her own logs out with *0 0, the agent’s
hook state can remain red (off-hook) indefinitely.
Resolution:
1 Add the following registry key on the Wave Server:
HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\Settings\Mo
nitorLocPbe
2 Set the value to 1.
Release 2.0 Service Pack 1
