Forced Agent Logout from ACW/Genesys

[tgray1]

If agent logs in AutoIn and then is put into ACW the Avaya setting for "Forced Logout" at the agent level does not work. If you take the agent out of Genesys CME, the setting works.

If agent logs in ManualIn and then is put into ACW the Avaya setting for "Forced Logout" does work??

Problem is that our agents are required to AutoLogin through Sieble.
Why does it work if you take the agent out of CME???

 

[wildcard100001]

Mixing agent control in a CTI environment in my experience is not recommended. CTI app vs PBX

Does a sync issue occur, meaning the PBX logs the agent out or puts the agent in acw, but Genesys thinks the agent is still logged in and still routes calls?

If so, the way I understand it is digital PBX signals so to speak do not get passed on the CTI link. Feature access codes do.... The PBX does not use feature access codes for timed acw, rona or logout an agent. Which is why it won't work…

Try the feature access codes manually...

In my Genesys environments all phones are programmed to dial FAC's to change agent states if a manual non softphone agent change is required. Timed acw, rona or forced logout is not allowed and will cause problems.

My experience anyway... Good luck

Thanks,

Wildcard