Agent phone logs out automatically

[AvayaHelp]

Is it possible for a CallMaster 3, 4 or 5 to suddenly loggout an Agent?

I have two seperate Agent IDs that are claiming that their phones just suddenly logged them out.

What should I look for? I have a trace running on the extension off of my CMS but can this really happen?

Thanks

S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[sevelyn]

Make sure that the agent headset button is on. If the agent does not leave his or her headset the system will see them as logged out. Auto answer is ACD

 

[AvayaHelp]

We do not use Auto answer here sorry I should have said that. We allow the station to ring.

The two seperate Agents have both stated that during their shift they will notice that all of a sudden none of the buttons work on their phone. They had been taking calls, going into AUX but suddenly the phone has power but none of the Vu-Stats or AUX codes will work, Auto-in no longer works, it is as if they have been logged out. So they logg back into the phone and all is well.

I have never heard of this before and was wondering if there maybe something else happening here. Mu trace in CMS shows nothing of the sort.

Thanks

S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[4merAvaya]

We had a similar instance at one of my sites where a Genesys T-Server was mistakenly controlling the agent's phone and logging them out.

Kevin

 

[AvayaHelp]

I just looked at my trace report for the Agents in question and there is a Logout reason field that shows the number 1. I assume this refers to a reason on the PBX but whwre do I look for that? I don't think this Logout reason is the same as the AUX codes so I need to understand what the number refers to so I can determine if this is a User input or the system logged the Agent itself.

Thanks

S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[SF0751]

In the Feature-Related System Parameters (disp sys fea) on page 12, there is a section for Logout Reason Code Types (Forced, Requested, or None). And in CMS, under dictionary, there is an entry where the logout reason codes are defined.

Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)

 

[AvayaHelp]

Ok I found the info SF0751 pointed out.

What I am still trying to understand is that one Agent Trace Report shows a Logout Reason of 1 and the other Agent Trace Report shows a Logout Reason of 4.

Does this mean that when thhe first Agent logged out they did so while in AUX 1 and the second Agent did so while in AUX 4?

Anyone?

Thanks

S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[AvayaHelp]

Sorry I found another reference to the logout reason field in the Trace.
The AUX codes are associated to the logout field. So now can someone tell me if this is conclusive to showing that the Agent logged themselves out or was it the system?

Thanks.

S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[SF0751]

Do you use logout reason codes, and are they forced or requested? We don't use them, so all of our logout codes are 0.

Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)

 

[AvayaHelp]

Susan

The logout reason field in the trace is directly associated to the AUX Code the Agent was in when they logged out.

Thanks

S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?