Agent ID is being logged out

[Tennis_Ace]

We are having an issue only in one line of business where their agent id is getting logged out. Happens randomly and in various states. They could be on a call, could be sitting idly in aux or auto-in. No one is remotely logging these agents out. I have duplicated the extension and agent id of one person in the group not having these issues but that did not help. These agents are all work from home on Avaya one-X Agent software on release 2.5.16. I feel like I have tried everything and looked at the skills, vdns, vectors yet nothing seems to be popping out. Avaya is not able to figure this out, can anyone help? I will send a bottle of anything to the person who can solve this for me, haha!

 

[avayaguy23]

What do the one-x agent logs show?

 

[Tennis_Ace]

May I email it to you?

 

[avayaguy23]

You can attach the file in this forum thread. Just remove any information you feel isn't relevant. I couldn't find a way for you to message me directly without it being advertised everywhere.

 

[Tennis_Ace]

[URL unfurl="true"]https://res.cloudinary.com/engineering-com/raw/upload/v1657619615/tips/Avaya_y9byfv.zip[/url]
Above is the zip file of the logs and notes from the agent: I was in ACW and second time in Ready mode
Avaya logged out well in ACW at 2:43pm.
Avaya logged out in ready 2:46pm.

 

[Wanebo]

Are these work from home agents? If so I'd be looking at the VPN software logs.

 

[avayaguy23]

I didn't find anything useful in the logs. Nothing that stuck out at least. This issue is pretty consistent correct? I would run a list trace on the station in question. That should give you a better idea. Also, you are on the latest version of one-x agent so has this issue been happening recently? I would double check your CM is compatible with this version of one-x agent.