Agent Being auto-logged out randomly 1

[jhpolk]

Equipment: NEC SV8300, UCB/Zeacom, DT730
Problem: Randomly through the day Agents will be auto logged out for no known reason. There are still calls in the queue waiting to be answered. One thing we have is a virtual line one each Dterm, I was wandering if that is the cause for the log-out. It does seem that it will happen when or just after the agent is on the phone.
I am still a neub on the UCB, any help is appreciated.

 

[zccucb]

Do the queue calls deliver to that virtual line?

If you attach the QControl log for the day with the following data:

Agent ext
Time of logout event

I can tell you why they got auto logged out.
I just need one event.
I suspect the root cause is the same for all the other agents.

 

[jhpolk]

I attached 3 files as a zip.
Agent activity, Agent Availability, and Agent Snapshot.
The problem happened today with ext 1333. On my desktop app. it is showing an autologout for that ext.
http://www.mediafire.com/?shsd2meqf5dclxa
Thanks for help.

 

[zccucb]

Can you send me the QControl log for the day of the reports?
It should be in C:\Program Files\Telephony\CTI\LogFiles\

 

[jhpolk]

I did say I was a neub. I hope that This it the file,(attached)
QControl.mon.log

 

[zccucb]

Sorry to be a pain here but the log is for 2011-01-31 (mon) and your reports are for 02-1-2011 (tue).

You can either send me the QControl log for 02/1/2011 to match the report OR send me the report for 01/31/2011.

Whatever works best for you - I can do either or.

 

[jhpolk]

The way my week has been going, I thought is was still monday again. Any help is not a bother, I even learned that something.
Again thanks for any help.
File QControl.tue.log attached.

 

[zccucb]

Thanks for that.
Looked at the call examples and saw that agent 1133 keeps missing the queue call - thus the auto log out.

They have to understand that they have to answer the call within 15 seconds - if they miss it the call goes back to the queue and the agent is auto logged out.

There are different options on what state you can put the agent in if they miss a call:

-Break
-Logout
-Worktime
-None (they stay logged in)
*The problem if you set it to None is that the call will keep delivering to them even if the agent isn't there

Also, you can increase the timer on how long the call will offer to the agent ext before they get logged out (15secs is the default) BUT if you change it to be longer you have to be aware that it has to be shorter than the forward no answer timer on the phone or else the calls will route to the agent's mailboxes.

Hopefully that helps, this the log snip for future reference:

_Call is ringing on the agent ext:
10:29:36.29 012a1740 Call 0x0ea056: AddParty >1133<, There are now 1 Parties in the call.
10:29:36.29 012a1740 Call 0x0ea056: CurrentState = RingingAgent

_Never get an answer event. Agent is auto logged out:
10:29:51.49 0126b138 Agent [1133]: Not recording Res 'Abandon' for agent 1133 Call EA056
10:29:51.49 012a1740 Call 0x0ea056: CurrentState = QAutoLogout
10:29:51.49 0126b138 Agent [1133]: State LoggedOut
10:29:51.49 0126b138 Agent [1133]: State LoggedOut


If you need to know where to change the options, let me know.

 

[jhpolk]

I was kind of thinking that. I had no proof, one way or the other. We got this phone system to try to help, but I’m just learning how to get the information to show what the system is/or can do. With your examples, I should be able to view other events to see if there are problem.

Again Thanks very much for the help.