MiCC: when agents login to MiCC through CRM, they will be logout suddenly

[z.e]

I have installed the following items in my costumer’s site.
• Mxe III controller: MiVoice Business 7
• MiContact Center: 8.1
• CRM: CRM is product of our company. The agents can login to MiContact center via CRM
The problem: when agents login to MiCC through CRM, they will be logout suddenly after for example 10 minute (or 1 hour or 2 hour). I don’t know how should I solve this problem.
Is there any special configuration for CTI developer to solve this problem?

 

[sarond]

The first thing would be to note down the time that the agent is logged out.
Then you can further determine if they are logged out because they haven't answered a call or maybe another reason.

Maybe ask the CTI Developer if there is any event logging they can enable to see if the request has come from the client side.

 

[z.e]

Thanks for your answer.

do you mean the only reason of mentioned problem is no answer?
is there any thing in CTI developer that it cause the agent logout (something that I could not monitor it)?

Bests

 

[sarond]

An agent not answering the call within a specific time is a reason that they could be logged out without any interaction.
If this happens the call will be re-queued and should show in the reports.
If you have them note down the time it should in the reports adn hopefully you can match them up (if that's the reason why they were logged out)

Yes the CTI could cause a logout if programmed to do so. I'm not a dev so I can't really advise.
Setting up the MiTai Server Logger on the server may help. (It is located under the MiCC install DIR\Support\MiTAI Tools)

The other guys here are much more experienced in this and I'm sure they'll chime in soon.

 

[Billz66]

There is definitely another trigger as the Mitel CCC ( contact center client) can be set to log out the agent when the client closes

- we have had issues with this if the client PC loses connectivity with the server , the phone gets logged out
- we tell agents to not activate that feature and the problem goes away

As to what kind of messaging is used for this , have no idea
- perhaps running CCC with wireshark with this softphone setting activated and closing the client will allow you to determine what is sent to the MiCC server ( and then back to the pabx) to make the phone log out


If I never did anything I'd never done before , I'd never do anything.....

 

[z.e]

thanks for your message.
I could not solve the problem!!!