Agent logging out automatically

[avayaman]

I have a problem with an EAS agent position logging out automatically when in aux work. It is an IP Agent. The system has CMS & the IP agent is emulating a Callmaster. I cannot find any prompts in the switch to activate a timed automatic logout & there has been no adjustment of skill assignments that might cause it. Anyone have an ideas?

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[1a22ip]

Hello:
Have you looked at or have RONA activated? If so the timer for rona might be too short.

Hope this helps
ED

Never Forget 9/11

1a2 to ip I seen it all

 

[avayaman]

There is no Rona, since the agents are all auto answer. Besides RONA will only take an agent out of auto in & put them in aux work, not log them out as I understand it.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[ischadia]

If the agent has the Auto-answer option like all, verifies the configuration of the IpAgnet: General Settings/Enable support for auto-answer.

 

[avayaman]

Ischadia: I think you are on the right track with this.

The agents are set for auto answer in the agent form, but I believe if the auto answer prompt in the IP agent software, was set to yes they could not log in at all. I currently have the agent id auto-answer prompt set to "acd", not "station" and in the station form for the extension associated with ip agent it is set to "none". It occurred to me over the weekend that this might have something to do with it. I'm going over there this morning to look. I will try setting the associated station to "acd" as well & then see if I can set the iP agent terminal to auto answer OK.

I also have an associated issue with calls intermittently being presented to an agent while they are on an existing call. Since the calls terminate to Meridian sets, these end up hunting on to their DID line, then they FNA to voicemail, end up in an open tree & revert to the Meridian Attendant console as a recall. I'm going to change the Meridian sets so the Avaya Ip agent is locked to a key that is physically past their DID appearance, then change the last hunt key on the M1 set, so this won't happen. This means if the Avaya agent attempts to present a call to an active agent, it will encounter a busy & hopefully leave it Q'ed. I'd like to find out why it is happening at all, first. I suspect it has something to do with the auto answer set up. (Multiple call handling is disabled)

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[1arky]

Are you using CTI? If so, you will need to check the skill assigned to the agent in CTI. IF the skill is wrong the agent will get logged out after X amount of calls.
We are using Sixth Sense as our desktop set-up.