Forcing an Agent ID to Log Out state 1

[TheCardMan]

I have a agent that the ip 1150 phone went dead, agent is still showing as logged in and idle in the real time reports. Phone will not come back up and he can not log in from another station because he already is logged in. Is there a way in CC6 that I can force the agent ID to log out?

Thanks

 

[Milesprower]

No - I think you may be able to out the phone in the switch, but CC6 does not have a capability to log out an agent from anywhere but the phoneset at which they logged in.

I'm sure someone will provide the steps to take in the switch to "remove" the agent.

In the meantime, you can re-skill the agent to unassigned or standby so that the skillset will close. You can then create a new login for the agent in Contact Center Manager so they can log in and take calls with their new ID.

 

[captaingadget]

If you are familiar with signalling server commands you can try ISET RESET for the affected IP phone. If that does not do the trick then out the TN in overlay 11 on the succession and re-build it. Maybe de-acquire and re-acquire the phone may also do it. Be sure to de-acquire the phone before outing it if that is what needs to be done.

 

[pronei]

Yes, you can log the agent out manually.

2 ways

1st, in CCMA, deacquire the phoneset. This will log out the agent.

2nd, in LD 48 on the PBX, dacr TN (agents TN)

Both of these methods will log the user out.

 

[pronei]

correction, Ld 48, dacq agt TN (agents TN)