CC agents being logged out

[oldestgeek]

BCM450 Rls 5.0, all current patches installed. I have set up a skillset that is only used for supervisors to monitor and train the agents. No calls are routed to the ss, calls are sent to agents in several hunt groups from the attendant or AA, depending on the caller's selection. The plan was to leave all the agents logged in all the time and no login/logout buttons are on the sets. Everything works fine for monitoring except in the morning the supervisors tell me everyone is logged out and they have to log them back in again. I doubt any of the agents would know how to log themselves out so I think the system is doing it automatically. The Automatic Login DN is set to each agents extension.

 

[telcodog]

If you're doing a backup every night, that will do it or if there is a power interruption of some sort.

 

[oldestgeek]

Thanks Telcodog, but thats what the the Automatic Login DN is for. It should log the agent back in after a reboot.

 

[oldestgeek]

Telcodog, I checked after tonight's backup and all agents are logged out again. Shouldn't Automatic Login DN log the agent back in after the backup completes?

 

[telcodog]

The only autologin that I'm aware of is the ability to log into your mailbox without a password. I don't think there is an autologin for ICC agents........but i could be wrong. I've never been asked about it before.

 

[gberger]

oldestgeek, you're correct, it should automatically log them back after a reboot but since it's not a reboot but a stop and start of the voice mail service maybe that's why it doesnt work.
Enable the autologin for few agents and do a reboot of the bcm, it should work.
I agree it would be nice if it would work after a scheduled backup..!

Here's a C/P from the docs;

Automatic Login
With Automatic Login, you can configure agents to be automatically logged back in to Contact Center in the event of a system reboot during the business day. Agents, who are configured to be automatically logged in, are logged back in to the Contact Center when it restarts provided that the configured DN is available. Auto Login is designed for survivability in the event of a system reboot during the business day. If the DN is not available, then the agent is not logged in automatically until Contact Center is restarted and the DN is available. The agent can be logged in manually to another DN or the same DN if the configured DN was not available at start-up. The agent can also be manually logged out of a DN and logged into an alternate DN or the same DN.