244 Chapter 7 Real-time Monitors
To specify that an employee is a resilient employee
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Employee=>Employee.
3. Select an employee and click Edit.
4. If the employee will be tracked and reported in real-time and reporting in a resilient environment,
select the This employee is resilient and will be tracked in real time and reporting check box.
5. Click Save.
Interactive Contact Center and resiliency
When the collector is started while the telephone system is in resilient fail-over mode, Interactive Contact
Center device control will not function. If this happens, the Do Not Disturb status of the queue in the Queue
Now monitor will not update.
Enabling Enterprise Presence / Chat Integration
If you want to use Office Communicator as your default instant messaging client and view enhanced presence
on real-time monitors, you must enable Enterprise Presence / Chat Integration.
To enable Enterprise Presence / Chat Integration
1. In Contact Center Management, click YourSite=>Enterprise.
2. In the Enterprise tree, click local site.
3. After Chat settings, select the Chat enabled check box.
4. Select the Enable Enterprise Presence and Chat Integration check box.
Ensuring Contact Center Client recognizes Office Communicator users
In some instances, Contact Center Client agent, employee, and extension monitors will display an employee’s
instant message presence as Unknown even though the employee is online. The following solutions address
the most common problems in displaying instant message presence on real-time monitors.

Employee and agent monitors display instant message presence as

Unknown

If your agent or employee monitors are displaying a user’s instant message presence as Unknown even
though the user is online, this means
• Live Communication Server does not recognize the user because the user’s email address in
YourSite Configuration is not the same as the SIP address of the user specified on the SIP server, or
• The user is not configured as a contact in Office Communicator.
To determine the email addresses as entered on the SIP server
1. On the Live Communication Server, click Start=>All Programs=>Administrative Tools=>Live
Communication Server 2005.
2. In the left pane, expand the tree.
3. Under Forest=>Domain=>Live Communication servers and pools, select your server pool.
4. Right-click Users and select Export list.
5. Save the list of SIP email addresses to a file.
To make the user known to Live Communication Server
• In YourSite=>Configuration=>Employee, verify the user’s email address is the same as the email
address of the user specified on the SIP server.