Mitel MICC version 9.3-Agents are automatically logoff from the server

[Techini]

Hi,
We are having an issue with Mitel MICC call center,all the agents are automatically logged off from the server,despite the users are ready to accept the calls.After that all the agents going to busy status. After closing the agents application from PC and loggin again working for couple of minutes,but system is not stable.
We are using Mitel MICC version 9.3
So anybody can suggest an solution .

 

[John Keri]

To troubleshoot anything in call centers you have to start with a minimalist approach.
1. The device the agents are using
- use a physical IP device as softphones can have their own issues
2. Agent control
- use an agent ID (hot desk for recent SW loads) without any application such as MiCC
3. Call flow and control
- build a test agent group and path in the MCD with the least amount of options
4. Troubleshooting with your senses
- do all testing and troubleshooting yourself, verify audible and visual indications

For your specific case, please check the four points and provide the answers.
Also, use the MiCC and run some agent activity reports for the timeframe the problem occurred.

PS:
The latest MiCC packages include some very powerful features such as putting ACD paths in DND.
Yes, DND. You can even see it in the MCD under the DND form. Some other features might interfere with your agent activity.

 

[sarond]

You need to be careful with anyone using the Contact Centre Client as well. If they have the proper permissions they can logout all the agents in the monitor.

After getting logged out can they log back in without closing the agent application? Also what is the agent application you are referring to, is it Ignite with MiCollab Client?