WebGCN logout agent by itself

[malismol]

Hi,

We installed Genesys Contact Navigator 6.5.502.09 three days ago, because we were working with 6.5.4 version and, as we commented you, we had several performance problems.

Now we’re having again a lot of problems with our two new Contact Navigators. Agents login correctly in the system, but in a determinate moment they are logged out automatically by application (they’re also logged out in the phone), without agents do anything. In the Contact Navigator Administration Tool a lot of agents, most of them who have been logged out, appears with Session Id null (you can see it in a attached screenshot). This situation is constantly repeating during last days, and we’re worried about it.

In the T-Server logs we have seen the following when an agent is logged out:

[font=Verdana][color=red]CRV Translation asai(1482) -> ts(9993) has been cleared.
** link[0] ** 20:43:55.0770
08 02 81 75 62 96 1C 1F 91 A1 1C 02 01 02 02 01 95 40 14 96 47 01 8F 49 06 83 33 30 36 31 B3 49 06 93 36 31 35 33 B1
=== parsed message ===
prot_discr = 8
CRV = 8175
MsgType = 98 (FACILITY)

Facility:  serv_discr = 17(q932_suppl)  fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 2
operation tag: 02, value = 149(EventReport)
params = q931_tag = 40
list =
Specific_Event:  value = 15(Logout)
Domain: # elems = 2
  type = 3(Extension)  address = [5] 33 30 36 31 33 '30613'
  type = 19(LogicalAgent)  address = [5] 36 31 35 33 31 '61531'

** link[1] ** 20:43:55.0770
08 02 81 75 62 96 1C 1F 91 A1 1C 02 01 02 02 01 95 40 14 96 47 01 8F 49 06 83 33 30 36 31 B3 49 06 93 36 31 35 33 B1
=== parsed message ===
prot_discr = 8
CRV = 8175
MsgType = 98 (FACILITY)

Facility:  serv_discr = 17(q932_suppl)  fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 2
operation tag: 02, value = 149(EventReport)
params = q931_tag = 40
list =
Specific_Event:  value = 15(Logout)
Domain: # elems = 2
  type = 3(Extension)  address = [5] 33 30 36 31 33 '30613'
  type = 19(LogicalAgent)  address = [5] 36 31 35 33 31 '61531'

@20:43:55.0770 [0] 6.5.306.01 distribute_event: message EventAgentLogout
AttributeTimeinuSecs 77000
AttributeTimeinSecs 1222886635 (20:43:55)
AttributeThisQueue '68001'
AttributeAgentID '61531'
AttributeThisDN '30613'
** link[1] ** 20:43:55.3900
08 02 14 77 64 96 1C 1C 91 A1 19 02 01 F5 02 01 8F 40 11 96 48 01 83 49 03 81 30 B0 49 06 83 33 30 36 32 B3
=== parsed message ===
prot_discr = 8
CRV = 1477
MsgType = 100 (REGISTER)

Facility:  serv_discr = 17(q932_suppl)  fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 245
operation tag: 02, value = 143(FeatureRequest)
params = q931_tag = 40
list =
Feature:  feature = 3(Logout)
Domain: # elems = 2
  type = 1(ACD_Split)  address = [2] 30 30 '00'
  type = 3(Extension)  address = [5] 33 30 36 32 33 '30623'[/color]


CRV Translation from '1477' to '198f' has been set.[/font]

Regards.

[cavagnaro]

Wow 6.5...that version is super old and faced out...upgrade to GAD 7.6

[malismol]

We know that is a very old version and that most of the problems are resolved at higher versions, but it´s the one that we have at this moment.

Is it posible to upgrade de GAD to 7 or higher version without upgrading the Framework?.

[Fra]

I don't know if there are any previous messages related to the agent '61531' logged in the extension '30613', I mean if there is any trace of a request of logging him out. If there isn't any, well it seems your Avaya is just notifying that event.

Which Tserver are you running?

[malismol]

We don´t receive any event related with the logged out of that agent before of the following that appears in the trace that we showed you:
[font=Verdana][color=red]Sp[font=Verdana]ecific_Event:  value = 15(Logout)[/font]
Domain: # elems = 2
  type = 3(Extension)  address = [5] 33 30 36 31 33 '30613'
  type = 19(LogicalAgent)  address = [5] 36 31 35 33 31 '61531'[/color][/font]

We don´t understand why after the upgrading of the Contact Navigator to 6.5.502.09 from 6.5.4 version, this problem appears and this is the only element that we have changed.

The TServer that we are running is the 6.5. version in Warm Standby mode with HAProxy.

Thank you in advance.

[Fra]

Can you find an ASAI message with CRV = 175 ?
Well, if there isn't any request to log the agent out, then there is something on the switch..