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New Member

Agent Logout Suddenly

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

19 REPLIES
Hall of Fame Super Silver

Re: Agent Logout Suddenly

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

New Member

Re: Agent Logout Suddenly

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.

Hall of Fame Super Silver

Re: Agent Logout Suddenly

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

New Member

Re: Agent Logout Suddenly

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

Re: Agent Logout Suddenly

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

New Member

Re: Agent Logout Suddenly

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

New Member

Re: Agent Logout Suddenly

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

Re: Agent Logout Suddenly

Log in to Webview. Agent > By Agent > agent03 report.

david

New Member

Re: Agent Logout Suddenly

Thanks Dave..

New Member

Re: Agent Logout Suddenly

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

Green

Re: Agent Logout Suddenly

Open PG Explorer and look at your Call Manager PG. Go to the Agent Distribution tab. Are the two boxes checked? Is the site configured correctly and enabled?

Regards,

Geoff

New Member

Re: Agent Logout Suddenly

Yes...the boxes are checked for CCM PG and the sites are enabled.

Re: Agent Logout Suddenly

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.

New Member

Re: Agent Logout Suddenly

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.

New Member

Re: Agent Logout Suddenly

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

New Member

Re: Agent Logout Suddenly

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.

New Member

Re: Agent Logout Suddenly

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

Re: Agent Logout Suddenly

Hi,

did anyone have been able to find out a solution for this issue?

Regards,

Georges

New Member

Re: Agent Logout Suddenly

Hi All,

Any update for this issue?? I am also facing the same issue.

Thanks

Karthik

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