Multimedia Preferred Agent is a feature by which a Multimedia email from customer X (identified by his/her email address) would be routed to the last agent who handled the last message from that same customer. By default, this feature is turned off. It is turned on by setting a column value in the prairieFyre SQL database to an integer greater than zero. The value is in minutes and it denotes the amount of time the message remains tentatively assigned to the agent while he or she remains unavailable. Once this threshold is exceeded, the message is offered to the longest idle agent.
MORE INFORMATION
Step 1: Turn on MCC Preferred Agent in SQL
- Launch SQL Server Management Studio
- Connect to the CCM datasource
- Expand Databases=>CCMData
- Open the respective table you wish to modify:
Email: tblConfig_Attributes_Exchange_Queue
Fax: tblConfig_Attributes_Fax_Queue
Chat: tblConfig_Attributes_Chat_Queue - Change the NonAvailableRequeueTime column to a time in minutes (Ex. 2)
Step 2: Notify 6150 of this change
After setting the value, the prairieFyre .NET Enterprise Server service needs to be notified of this change. You can either issue a dummy save from the CCMWeb to trigger a reload (Recommended) or you can restart the service.