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SAP Contact Center OII QueueInfo


i have a question concerning SAP Contact Center 7 SP9.

We have set up the OII interface where we are transferring QueueInfo.

Basically we get from OII the information, how many "loggedin" agents there are for one queue.
But this information is not always correct when compared to CDT.
Most of the queue info is correct, but from time to time this happens.
we are using OII - getPresenceQueueInfo soap request.

Does anybody know how this could happen?

thank you!

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1 Answer

  • Oct 27, 2016 at 11:33 AM


    Please compare to
    - CEM log: QUESTATS
    (Time, AWT, MWT, Contacts, AgentsBusy, AgentsFree, AgentsAfterwork, AgentsPaperwork, AgentsPause, AgentsTotal, QueOpen)
    - OII log: e.g. ENUM_QUEUES

    You could also check client side interfaces:
    - ClientCOM: QueStats
    - ClientCore: queueStatsReceived, queueStats

    ..and see the client logs for the same terms.

    Also notice the update delay, please review:
    - Queue Information
    - Queue Status Interval


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