ACD Agent Auto Login

[EddieV3]

I have a customer with an MXe on V9.0, and a CCM on V5.8. One night last week, 1 agent out of 40 automatically logged in at exactly midnight. The extension was also logged in as "make busy", but I have disabled this function in COS.

The fault has not reoccured, and did not cause any major issues. Has anyone seen anything like this before? I've been looking through the reports, logs, and any relevent agent/extension info and cannot see what caused this.

 

[LoopyLou]

I have not seen that issue. Is there a reboot scheduled at all on the MXe or DBMS check? Are you sure all the agents were logged out?

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[EddieV3]

There's a reboot set for every Sunday at 0200. DBMS check is set for Friday. The fault occured midnight Monday/Tuesday. All of the agents were logged out. I checked the event report of every agent for the period of the day before and the day after the issue occured.

 

[EddieV3]

Out of interest, why would a reboot or DBMS check cause an agent to log in? The agent had logged out at 1315 the previous day.

 

[LoopyLou]

Neither a reboot or DBMS check would cause an agent to login, normally. ACD sets also would not log in on their own. So when you get weird things happening you look for things that could be the possible cause and because midnight is such an exact time then you look to see what could have happended at that time. Its called troubleshooting. It might not be the most elegant or direct approach but working through potential issues methodically works for me.

The only other way a ACD set could login without an agent doing it could be if it was logged in via a CCM product. Do you have one of those ( like Praire Fyre )?

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[dryaquaman]

Is the phone resilient to another controller?

Just flapp'n here a bit but I wonder if the phone is resilient and fails over to the other controller, if that could cause it.

Dry Aquaman

http://www.university-music-on-hold.com

 

[EddieV3]

LoopyLou, I didn't mean to upset you, and nor am I questioning your fault resolution methods, but I just wondered if there was a known problem with reboots/DBMS saves, incase I came across a problem related to it in the future. I appreciate your help though.

There is no resilient controller in this instance. We're running CCM V5.8 with supervisor and agent reporting licenses.

 

[boycey9]

Can you please explain how you found out the agent logged in at this time, What you need to do in these circumstances is eliminate what we are looking at, I assume you have seen this happen on the CCM, however this does not implicitly indicate that the agent logged in at this time on the 3300 and may have been logged in all along and it is just the CCM that is telling you this.

On the CCM there is an option to do with 24 hour call centre, cant remember what it is called but if this is not ticked from Memory it will look as though the agent has started a new shift at midnight