RequestAgentLogin Rejected by TServer when Agent already in Call

[ichatterjee]

Hello

I am new to Genesys Development using PSDK Java 8.5 API with TServer version 4.2.

Currently i am handling a scenario where agent is in active call but our application restarts i.e. breaks and then creates connection with TServer.  Idea is to retrieve the call state.

When Agents tries to login into TServer with RequestAgentLogin API, i receive Event ErrorInfo, with message: Request incompatible with current object.

How can i fix this and get EventAgentLogin successfully ?

[Kubig]

It seems like issue in your application. You should logged out all agents before the application goes down. In general, you cannot login twicely on same place from PBX point of view - it is not supported operation in that moment. Thus, the error message is generated.

[ichatterjee]

Thank you Kubig,

My application is running under a web container and as of now i am not able to detect the shutdown of the container. Also, agent was in an active call with customer (Call was answered by agent) when my application disconnects.

When application restarts i need to get the call back on agent screen and also successfully log him in. Can i logout even if agent is in a active call?

Also, in Genesys PSDK how do i change Place while agent login ?

[Kubig]

No, you cannot logout user while has active call

[ichatterjee]

okay, found a solution, when application restarts you can retrieve the call based on EventRegistered message and then RequestQueryCall API.

When call is disconnected i.e. EventReleased is received by the application, get the DN and find a mapping with Agent based on the DN. Login the agent and it is successful.