Why is there no information under "Group Information"?

[John Richard Procter]

RUBY supervisor: Why is there no information under "Group Information"?

1. The agent that took the call must be logged in,
   even if that agent is apparently on a different group.
   
2. The group lookup must match the PABX group and the
   Ruby group. If either is wrong, it won't work.
   
   [RUBY Server -> Configure -> Group Lookup], "ACD group/DID"
   is the actual group number as configured on the PABX.
   
   [RUBY Server -> Configure -> Group Lookup], "Ruby Group" is
   a number you allocate to setup the description with
   under [RUBY Server -> Configure -> Group] and must match
   "Number".
   
   "Number" and "Ruby Group" must match what you configure
   under [RUBY Server -> Configure -> Agent], for "Group".
   
3. Check that Topaz is sending the information on RUBY
   servers's network debug screen (visible after double-clicking
   on the status bar). The message will start with "AC|3"
   and should have the PABX group.
   
   Sample of AC3 packet:
   AC|3|31-12-2003|23:59:59|5|1234|1|0|5|180|
   Where group is 5, calls are 1, unanswered is 0, ring time is 5 and
   duration is 180.
   
   Topaz will create that packet when it receives SMDR information,
   the following setup is required:
   
   
   • TOPAZ -> Network/Front Office:
     Ruby Call Centre must be enabled,
     the Ruby IP address and
     port must be configured,
     
     
   • TOPAZ -> DATA -> EXTENSION, "Ruby extension" must be ticked.
     It must display the tick in black not grey or dark grey.
   To test: If you want to see if TOPAZ is sending the AC3 packet
   to RUBY use the UDPListen tool. It is available on request from
   support@datatex.co.za. Run it on the RUBY PC and configure the listen
   port as 20000 (default, check setup in TOPAZ -> SETUP -> NETWORK &
   FRONT OFFICE). Check if the port is available.