Supervisor Desktop can't force CAD to log out

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It's working correctly. The Supervisor can log an agent out remotely. This does not cause the Cisco Agent Desktop application to terminate - so you will still see the agent in the team display as logged out. Only when the CAD Soft Phone is completely closed will this disappear.

More interesting is to call ShowLicenceUsage.exe from C:\Program Files\Cisco\Desktop\bin and see that the logged out agent is still using a licence.

Does that seem correct to NetPro members?



Jeremy Janusz Tue, 10/06/2009 - 14:54

You have to run it from CMD. Open CMD and navigate to the folder where ShowLicenseUsage is located, then type ShowLicenseUsage.

This is independent of whether the agent logs out themselves, or is logged out by the supervisor. As long as that CAD app is running, it shows up as using a licence.

Do you think this is correct? Do you want a licence being used when the agent has logged out?

As far as I am concerned, Cisco claim that licencing is based on "concurrently logged in agents", and I think that's untrue.

Customers are paying for something they are not using. Imagine the following situation.

If a customer is right on the bubble with the number of licences they hold, and a new agent can't log in because the licences are exhausted and this situation has been caused by some agents logging out, but not closing CAD; and then as a CC manager, you have to walk around and find those stations and close CAD, you will be most annoyed.




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