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ACD R6_5_22 P05 -- Agents getting logged out

Tophat415
Occasional Contributor

ACD R6_5_22 P05 -- Agents getting logged out

Anyone heard of this?

 

Agent suddenly not getting calls, looks down to discover his ACD Group Login key has gone out. Logs back in and it happens again about 3 hours later. We have the auto-logout agent on no-answer option active, but this is an experienced agent who swears that he didn't miss a call either time.

 

We just upgraded this client to R6_5_22 P05 (all latest patches) last night and got this new symptom reported twice in the last 8 hours.

 

They had run R6_0_63 for 3 weeks with no such issue.

2 REPLIES
merlin215
Valued Contributor

Re: ACD R6_5_22 P05 -- Agents getting logged out

Try removing the auto feature and see if it still occurs ,. I believe you in that it may be the auto log in feature . If it is then we would need some logs and traces to review and see why the system is logging the agent out . 

I assume they are in the correct groups and not moved in and out of groups via a supervisor ? ? You have to log an agent out of the group in order to make them members of another group . 

reescharhon
Occasional Visitor

Re: ACD R6_5_22 P05 -- Agents getting logged out

DId you check in the ACD for logoff agent that misses a call?