Hotdesk Logout missing

[Maggie32]

Hi wondering if even can offer any assistance.I have a hotdesk user logged in on a Base phone 5360. The Fixed Logout option has gone missing... They have rebooted and I have checked COS options for remote logon and other options are enabled and this hotdesk user is on the same COS as everyone else but their Logout has gone from the screen.. They can log out using the FAC ok..

 

[AlphaMann]

Are the other users using a 5360 as well?

 

[Maggie32]

yes about 100 phones all the same - all COS the same on base phones and same for Hotdesks

 

[jrgood0852]

Could that specific phone need a firmware or some other upgrade? Did you try a new 5360 in it's place?

Always look out for the next guy because it may be you!

 

[Maggie32]

Poss will have a look and try new phone also..

Thanks

 

[LoopyLou]

You see the login key and when they push it and enter their profile extension and code they are logged in? Once they log in the logout key disappears?

I don't have a 5360 to be able to look but did someone put something in the keys of the users profile that would have overwritten the logout key?

The beatings will continue until morale improves.

 

[benny89]

Is the User a Hotdesk ACD Agent? If so they wont get the softkey and will need to dial the logout code or set the code as a CDE Speedcall on the handset.

 

[Maggie32]

Hi The user is a Hotdesk ACD Agent but they all are there 52 ACD Hotdesk agaents all with same profiles and all apart from this one get the logout softkey on display. They can use the FAC code to Logout ok. I have delete the user and removed all keys that were added and logged in on another base phone.

 

[jrgood0852]

So it's good now?

Always look out for the next guy because it may be you!

 

[Maggie32]

No still the same..

 

[Supernova99]

Are your ACD agent ID's 0xxx?

If so there is a known issue with this fault

MN00215827 - SAC phone DN starting with 0 causes HotDesk login/logout to fail updating the set display
REPORTED IN SW LOAD - 8.0 UR1
SYMPTOMS
HotDesk User leading 0 causes the SET failing to display Hotdesk DN ( only shows Prime DN) when log in. When logged out, the SET displays Hotdesk DN (but should show Prime DN). In addition, application is not.

Workaround= Do not use leading 0

FYI SAC = Switch Application Communications (SAC) protocol

Share what you know - Learn what you don't

 

[Maggie32]

No they are 33xx numbers but thanks for the 0 tip handy to know

 

[jrgood0852]

Now that I think about it I have also seen where I have had to unplug the phone, wipe out the MAC for the base in ESM, plug the phone back in, register manually via set reg. code(***), see if you get the display now. Thanks.

Always look out for the next guy because it may be you!

 

[AlphaMann]

Is this a single system or in a cluster. I have seen options like call history etc not working correctly on the 5330+ phones if the network element has the wrong IP address.