AACC 6.2 idle agents get logged out

[nconick]

Customer is stating that while logged in and idle, they are randomly getting logged out. Call Presentation Class is set to make phoneset NRD if call is missed and returned to queue. Thank you.

 

[effort1584]

I would run a login/logout report to see when this is happening and to who. Knowing when this happened I would then run a call-by-call for the timeframe and see if a call presented to that agent and was not answered. Basically validate what you have been told and validate that it is not a return to queue issue. If that checks out then post back with version and patch level.

 

[nconick]

Thank you effort1584. I did run the Login/Logout report. It's showing some agents logging out after anywhere from 4 minutes to 11 minutes, and others stay logged in for 3-4 hours. I can't run a call-by-call report as it's not available. They apparently didn't purchase that capability. The Call Presentation Class for this skillset has a return to queue after 18 seconds. In Patch Manager, the version is 6.0 (Build xxxx) depending on if CCMA, CCMS, etc. The installed updates show 6.2.206 I believe SP6. Perhaps that's why, SU and patches are pretty far out of date......?

 

[effort1584]

That is pretty far back on patches. SP11 came out in October, so it is fairly well tested by this point. I have not seen this particular issue, but there are a lot of fixes in SP8 and SP10. I would start there.

 

[nconick]

Will do, thanks again for the help!

 

[DFKSydney]

Is it possible that calls are presenting to your agents via the default ACD as opposed to a CDN?

Check the RTQ action of the default ACD(s)