Login Stuck issue with TServer/Definity

[Eugene Khoo]

Hi,

has anyone encountered this weird problem with either PBX (Definity G3 in my case) and TServer 5.1 having stuck logins? In my case, the Agents can't login when they launch their frontend (Siebel) because the login id is already registered as logged in (at least on CCP). They did log out prior though. The only way I can clear this easily is to disable the agent and then reenable it and get the agent to log back in. Any settings I missed in TServer?

eugene

[Vic]

What version of TServer are you using?

[Eugene Khoo]

TServer 5.1.564.03 for Definity.

[Naoki]

Did you look in TServer log? What does it say there? "Agent already logged in"?
The way I would try to figure the problem is something like this:

first determine if agent is REALLY logged in by looking in the log of your TServer and seeing what TServer says when that agent tries to log in.

In case it says that agent is alrady logged in then do something like this:
If you are logging the application, find out what agent is stuck and then look in your log for logout request.

Check that loggout request was sent to statserver.
Then look in statserver log and see what happened.
Did statserver receive the logout event?

Next check the release notes for statserver and TServer to see if there are any problems associated with the version you are using. You would be surprised how many hours of debugging and crawling through the logs you can save by siply looking through the release notes!

What version of statserver are you using? I think if there is a culprit then it is definitely the stat server... The most likely scenario is that stat server loses a connection with your TServer for a brief period of time...of course, I could be totally wrong!

What did Genesys Tech Support say?

[Jim]

Do you know what the error message is from Siebel?

[Ed]

What error code are you getting when using the software to login? If the agent in question has logged in via his set then software will fail. Check the tserver log for proper logout notification. CCP only gets info from last statserver state so doesn't apply.

[Joe]

I've experiences this. If you have CCPulse create a template and see if the agent is in stuck in a dialing mode. If so stop and restart stat server. If this fails busy out the extensions on the switch.