Extension Mobility Logout Issue

[DavidStrand]

We are using Callmanager 4.1 IPCC Express. Our Call Center uses Extension Mobility for user log log into and out of phones. Our Routing Script looks at if users are logged in and routes calls to them if they are. When agents log out of the phone at the end of the day calls get routed to the calls to the customer service counter instead. We do not use CAD. Until about 6 weeks ago this has been working properly.

Now when agents log out the phone the Cisco Superviser Desktop is showing them as being logged in and unavailable and calls are still routed to them. As a workaround we have been having to use Superviser Desktop App to Force Removal of the users at the end of the day. I have triple checked the user and device settings and cant find any issues.

I would appreciate any help.

Thanks,

David

 

[whykap]

Are they logging out of their qeue or are they simply logging out of the phone and the extension mobility feature.

It sounds to me that they are not logging out of ipcc and they just log out of extension mobility leaving them still logged into their queue.

 

[DavidStrand]

That makes perfect sense.
They are not logging out of the queue (They never had to before). Can you explain to me how to have them log out of the queue from the phone? Is there away to have them auto log out of the queue when they log out of extension mobility?

Any idea on why it has worked all these years before and there are just now having this issue?

Thanks

 

[whykap]

you say the agants do not use cad so they use the phone app to do it.
So the process should be like this for an agent:

Use extension mobility app to log their extension into the phone.
Use the agent log in app on the phone to log into ipcc.

At the end of their shift:
Use the agent log in app on the phone to log out of ipcc.
Use extension mobility app to log their extension out of the phone.


Logging out of IPCC should be the exact same process as logging in. That happens by pressing the services button.

Did you have personel turnover lately by any chance cause I'm not buying that they never had to log out of their queue before. If they login they must logout.

 

[Planetmaker]

ext mobility app ???

I've never heard of that is it something you have to download?

We run 7.15 and never heard of it...

 

[DavidStrand]

@whykap - Thanks for your help. I talked to the superviser yesterday and apparently they used to log out of the queue but this problem started and they changed the proceedure to just signing out of ext mobility only. Having know this the reboot I did 6 weeks ago probably solved the problem. Im waiting on confermation that the problem it solved.

@Planetmaker - Its an installable service. I have no idea what the proceedure is for your version though.

 

[whykap]

planetmaker,
Extension mobility is a built in feature in call manager and as an end user you have to go thru the services menu to log in and out. Same as logging in and out of ipcc when not using CAD.
Of course it has to be set up to work, but it is not really an installable application. It is already there.