Agent is stuck in system

[debbie604]

I have an agent who logged in two days ago and we haven't been able to log her off. We've tried deleting her from the users and her log in and name delete from the user list but she is still listed as an agent who is logged in on Live Call Reporting. Her phone also thinks she is still logged in. She's like a ghost in the system.

When she uses F904 to log in/out, it no longer gives her an In/Out option on the Call Display screen, only Admin.

When she uses F908 it says "Set In Use"

On the Live Call Reporting, it will report her last action. Currently it is displaying that she is on an Intercom call, while we have unplugged the phone from the wall jack.

She can still making intercom and outbound calls as well as access her voicemail.

We are at a loss on what to try to remove her from the system. Any ideas?

We are using BCM400

Thanks!

 

[curlycord]

Just a stab...erase those keys and reprogram them.
To erase: Feature * 1, press button, press only OK

To reprogram features: Feature * 3, press button, press Feature, dial code.

Test

Some call center wizards will chime in soon.


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Toronto, Canada

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[debbie604]

We were actually wondering how to erase a feature from a key, so you answered that question, thank you!

We tried to log her out after erasing the keys but she's still stuck.

Thanks for the stab!