Agent Logout Suddenly

Unanswered Question
Jul 22nd, 2008

Hello:

I have a problem.The agent agent log out automatically. Is possible to change this setting? I mean, that the agent is logged off. He has to login again to resolve this issue.

Thanks

Salman

I have this problem too.
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Chris Deren Wed, 07/23/2008 - 05:53

Is it UCC Express or Enterprise? In Express there is no parameter to control the logout, so an agent should never get logged out. In Enterprise the setting is under Agent Desk Setting, and the max is 2 hours, so if an agent does nothing for 2 hours he will be logged out.

Chris

salman-ahmad Wed, 07/23/2008 - 23:19

Yes its Enterprise and we have device assaociate and then login again by the user and associate it again and monitor an hour but found the same issue that user get logged off. Is this possible that i can restart the CTI manager services if yes the what will the effect or is there any solution.

Chris Deren Thu, 07/24/2008 - 07:52

Run the "Agent Media Logout Status Report" report and look at the reason code

ICM generic

- 1 - Agent reinitialized due to peripheral reset

- 2- Agent reset due to peripheral failure. Or agent deleted due to agent removal or PG reconfiguration

- 3 - Phone extension reassignment

IPCC Specific

50002 - CTI Disconnect Log out or Missed heart­beats or agent closed desktop or CTI component failure.

50003 - Device Failure log out. Call Manager reported that the device is out of service.

50004 - Inactivity timer log out. Agent timer set in agent desk settings caused agent to transition from not ready to log out.

50020 - The agent was logged out when the skill group assignment dynamically changed on the AW.

CTI OS Specific

50001 - Agent disconnected from CTIOS server

CTI OS IPCC Specific

999 - Forced logout, as well as supervisor forced ready. The code passed by the CTIOS supervisor application for the supervisor.

Which one do you see?

Chris

romain.jourdy Thu, 10/29/2009 - 09:45

Dear all,

I have a lot of 50003 reason code on my different Call center on different agents.

Does any one as already seen this kind of error?

How and where can I see the source of this logout result?

Thanks in advance

david.macias Thu, 10/29/2009 - 09:58

Sounds like there might be something wrong with your UCM. If the UCM is re-registering the phones then UCCE would lose that device and log agents connected to that phone.

david

romain.jourdy Mon, 11/09/2009 - 11:00

Hi David and all,

Thanks for this information but have you any idea where I can find logs who show this "re-registering"?

In call manager I think but on which component and on which term can I search in logs?

Thanks in advance.

Best regards.

Romain

abraham23482 Thu, 11/05/2009 - 02:02

Chris or can anyone help me on where and how to generate the "Agent Media Logout Status Report. Is it available in Webview.

Richard Dumag Thu, 05/27/2010 - 09:44

Thanks for this post!  We had the same issue other day.  I followed Dave's instruction on the logout status report, but the report is blank.  I tried different date and time but nothing.  Is there a way to check if logout status reporting is enabled in ICM?  Thanks!  --Richard

Gergely Szabo Thu, 05/27/2010 - 13:25

Hi, are you able to export data from the SQL server running on the Logger server(s)?

If yes, I would be interested in the Agent_Logout, plus the Agent_Event_Detail and/or Agent_State_Trace tables for the particular time interval.

G.

Richard Dumag Fri, 05/28/2010 - 14:42

Thanks for the tip.  Yes, I'm able to query the sql server on the rogger.  I did see the logged out agents and the reason code of 50003 (50003 - Device Failure log out. Call Manager reported that the device is out of service).  Guess the next step is find out what's causing 50003.

Ahmed Khalefa Tue, 03/15/2011 - 05:17

Hi

any luck solving this problem?
We are facing the same issue and i have a lot of 50003 logout reason-codes in the Agent Status report ..

Thanks A lot,
Ahmed Salah

Richard Dumag Tue, 03/15/2011 - 08:18

According to TAC, the issue on our end had to do with the "CTISVR" process being active only on one side of the paired PGs.  We have two call centers in two different locations.  PG A is on one location and PG B is on the other.  Unfortunately, once the PGs are paired, the CTISVR process is only active on one side.  If there's a network problem, the agents where the CTISVR process is inactive, will be logged out.  Also, if the call manager servers become out of sync, this will also impact the CTISVR process, and agents on the inactive side will be logged out.  TAC's recommendation is to break the pair on the PGs so that the CTISVR process will be active on both sides.  We haven't done that as we haven't been experiencing the issue.  We are also in the process of upgrading our Contact Center and UCM to fix other issues including this one.

Ahmed Khalefa Wed, 03/16/2011 - 01:56

Thanks Richard for your answer ,

actually my customer has one call center with no remote locations , the CG ctisvr process is Active on the active side and IDLE on the backup side ,
, may be you mean the CTIOS Server process which should be Active on both Sides ..

i guess i will look for network issue as you suggested .
i will keep this post updated once i found any solution for this problem

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