Agent License problem

[ManiacMark]

I'm having a strange problem with my ip office v7. I have 4 customer service agent licenses and it seems like 1 of them is hung somewhere. currently i have 2 agents logged in according to CCRWebClient supervisor realtime stats and system status, resources, licenses says 3 licenses are in use. When i have 3 agents logged in of course it says 4 licenses in use and the 4th agent gets a no license error when trying to sign in. When all agents are logged out it still says 1 license in use. A reboot will clear the situation but it comes back again and again.

The agents all use virtual extensions to log in and we have 2 supervisor licenses as well but they are only used for reporting and wallboard stats.

I was hoping there was somewhere that would tell me which extensions are using the licenses but i can't find anything.

Any ideas ?

Regards,

Mark.

 

[hairlessupportmonkey]

I would reboot the IPO to release the licence.

What version of IPO is it? I saw this on earlier versions.

ACSS - SME
General Geek

 

[ManiacMark]

It's IP500 V2 R7 and yes a reboot will clear it but within a few days it comes back again. I wish there was something that would show me exactly what extension/user had the license occupied or a way to release the license without having to reboot the whole thing.

 

[amriddle01]

Perhaps the issue is the "virtual extnensions", please explain further


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[ManiacMark]

Not sure how to respond to the "virtual extensions" question really, This is my first IPO, all my other customers are BCM's, i thought virtual extensions is a fairly common thing but maybe i am explaining it wrong.

Basically the agents are hotdesking. Each phone the call center agents use does have it's own static extension that is not part of the hunt group. Agent A can sit down at any of these phones and log in with their personal virtual extension which is part of the hunt group. When they are done their shift they log out and Agent B will log into the same phone with Agent B's personal virtual extension which also belongs to the hunt group.

But i can see through the CCRWebClient which agents are logged in to which hunt groups and it's not a matter that someone forgot to log off and is still occupying a license.

Is that what you were looking for ?

Mark.

 

[tlpeter]

What version of CCR and IPO are you running?
This sounds like an old bug in 7.0 to me.


BAZINGA!

I'm not insane, my mother had me tested!

 

[ManiacMark]

CCR 7.0.5.8 and IPO 500 V2 7.0(32)

Rebooted last night and no agent licenses used. First agent logged in today and already 2 licenses used.

 

[tlpeter]

Try the 7.0.6.6 (CCR) and 7.0.36 (IPO) releases.
Perhaps it is solved in that release.

BAZINGA!

I'm not insane, my mother had me tested!