Automatic Logoff of Agent in CMS V8.0ED03 1

[sparker001]

We are running CMS Centervu Supervisor Version 8.0ED03. We have an agent who swears the system is logging him off. This is the first report we've had of this. Unfortunately the person who administers the system didn't set him up to be traced when he first started, so I can't go back and look to see his past behavior on the days this supposedly happened. But has anyone ever heard of Centervu logging someone off? Is that possible?

 

[inerguard]

CentreVu supervisor is only a GUI into the CMS Server. It doesn't have the ability to execute a CM command to log someone out.

Stick with the agent trace route.


[Started on Version 3 software 15 years a go]

 

[AvayaTier3]

display feature-access-codes                                    Page   5 of   7 
                               FEATURE ACCESS CODE (FAC)

Remote Logout of Agent Access Code: *75

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[sparker001]

Thank you for the responses so far.
AvayaTier3: I did look under "disp fea", and looked specifically at what you reference. We do not have any code defined for "Remote Logout of Agent Access Code" - it is completely blank.

 

[AvayaTier3]

display system-parameters features                              Page  14 of  18
                        FEATURE-RELATED SYSTEM PARAMETERS

 FORCED AGENT LOGOUT PARAMETERS
     Maximum Time Agent in ACW before Logout (sec):
                     ACW Forced Logout Reason Code: 0
              Clock Time Forced Logout Reason Code: 0

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[sparker001]

AvayaTier3, thanks again for giving me a screenshot. I did look, but our "disp sys fea" only goes up to page 10 (I see yours goes up to Page 18 - we have a G3si V9, not sure if that makes a difference). I looked at all 10 pages, and there are no options given related to Forced Agent Logout.

 

[AvayaTier3]

That does make a difference. These were added in cm3 (g3v13)
This is why it helps to post your hardware platform and cm software version with all questions.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[AvayaTier3]

How often is the agent logged out?

Does the agent use auto-answer?
Does the agent use a handset or headset for the voice terminal that is logged on from?

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[sparker001]

This apparently just happened yesterday - the system shows him taking calls the first half of the day, and then logged out. When his supervisor asked him about it, he said the system had apparently logged him out and he hadn't noticed.

We do not use Auto-Answer. Call rings to next available, and if it isn't answered withina certain # of rings, the person gets kicked into AUX, and the call rolls to the next available agent.

His manager tracks his Extension Out calls since he is an inside salesperson and is expected to make x-number of calls per day. He is on final warning for not making enough calls, so the "suspicion" is that he logged himself out so there would be no record of how many calls he made out yesterday. Thus we were trying to see if the system could possibly log him out, rather than automatically assuming that he is not telling the truth.

He does use a Headset.

 

[AvayaTier3]

If agent is programmed to use auto-answer and uses a headset, the system will logoff the agent if they hangup the handset. This does not sound like your issue.

Only other way would be to busy / release the station that the agent is logged in from. SAT access is required.

You may want to test this, unplug the voice terminal with a logged in agent. Plug it back in and see if the agent is still logged in.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[sparker001]

I cannot do this at this agent's phone, since we don't want to tip him off that we're watching him. But I did test this at another desk. The person logged in and placed herself in AUX, then we unplugged the phone, waited about 20 seconds, and plugged back in. The person was still showing up as in AUX and logged in. I would guess that if this happenned with this one random agent who did the test, it should also hold true for the one in question.

 

[testLED]

If you dont want to tip him off it sounds like you want to set him up. Why don't you tell him that there is a monitor on the phone because of the issue and then see if he pulls his finger out with his work load.

 

[sparker001]

No we don't want to set him up, but - we don't want to make him unnecessarily paranoid either.

 

[testLED]

How many times a day does this takes place?

Have you got a agent trace running on CMS now?

 

[sparker001]

He only reported it happening yesterday. The person who administered him when he started unfortunately didn't activate trace on him from the day his agent login was established, so I went ahead and did so this morning in CMS. So starting from today, I can export the info to an Excel spreadsheet and keep the details, in case some other problem arises.

 

[telcoguy]

It has been a while, but if I remember correctly, changing the primary skill of an agent in the old versions through cms logs them off..