Cannot remove agents from CCM4

[nschreuder]

Hi guys,

We have BC12SP6 and CCM 4.0 and the following problem:

Because of certain modifications in our numberingplan we have extensions in CCM which does not exist anymore. When we try to remove this agents out of CCM we're getting a report like: "Cannot remove agent. Agent is not logged off."
Is there somebody who knows a way to remove them out of Call Center Manager (and thus out of Information Manager)?

Please help us out!
Most appreciated.

 

[fidde]

Start DBMT on the server, from there you can logout all agents. To be in sync you should do the same in MD.

 

[nschreuder]

Fidde,

Thank you, but that's not what we want.
We want to log out only the agents who's numbers are changed so that we can remove them out of CCM, without bothering all others. Which command do we have to use to log out an agent in the MD?

Thnx again.

 

[dstrang1]

You can try a couple of things.......

Go to an idle ACD agent position and log in the the PIN codes for the agents you're trying to remove. See if CCM shows the agent as logged in. Then log out and see if the status changes -- if so, go into configuratio manager & remove the agent.

You can also wait till after hours and restart the CCM server....all agents are logged off by default when CCM comes back up. This is a bit more drastic than waiting for after hours to "log off all agents" from the database maintenance area.

Good luck,

Dave Strang