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TASKE Support Knowledge Base

Issue

Some agents or extensions in the Do Not Disturb (DND), agent Work Time, and Auxiliary Work Time states are showing up as Idle in TASKE real-time monitoring applications and the time spent by agents and extensions in these states is zero in TASKE reporting applications.

Reason

When the TASKE Information Server starts, it queries the Avaya Telephony Server (Tserver) for a list of devices in the SDB. This list is used to start monitoring device activity and decide which of these devices need to be polled
for DND, agent Work Time, and Auxiliary Work Time states. Any extension missing from that list will not be monitored and will not be polled for these state changes. In addition, agents logging into extensions that are not on the list
will not be polled for DND, agent Work Time, or Auxiliary Work Time state changes.

Solution

Add the omitted extensions to the SDB and restart the TASKE Information Server in TASKE Console. Restarting services during business hours is not recommended due to data loss. This should occur at off-hours.

Article 70037 describes a TASKE utility that may be used to help track down the missing resources.


Applies to:

Telephone Systems:

  • Avaya Communication Manager

Tags:

administrationSDBSecurity Database

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