Agent stuck in Genesys

[karthik]

Hi,

Do you know how do we release an stuck agent in Genesys.

They use Genesys softphone, and sometimes they quit the softphone application without logging out which will result in their status stuck.
The only option is to delete and recreate the station used by agent.

is there any other ways to release it instead of recreating it ?

Cheers
Karthik

[cavagnaro]

Again, by using a softphone to pickup the agent data or by GAD. Now what do you mean by "stuck"? If the agent is left logged in then you have a process problem in your softphone

[jbobinsk]

The simplest way to achieve result is to run Desktop Toolkit - registering dn and giving agent information. After this application is running you will see agent logged in and you would have logout button available.

Regards
jbobinsk

[karthik]

Well, I tried that and when I click on logout....it says agent not logged into that split.
but CCPulse sees that agent as logged in. even today i recreated the station and that resolves the issue. but am just searching for some different options all together.

Cheers
Karthik

[Daimonas]

What switch are you using? It sounds like you don't have the ACD queue associated to the agent registered in Genesys.

If you get the message that "agent is not logged into that split", this means Genesys never received an EventLoggedOut message from the switch. By registering the queue, this should allow you to get these events.

As a workaround, you can use the Desktop toolkit, but you will need to login the agent first and then log-out so the switch and Genesys is in sync.

Cheers

[mike kamlet]

May also depend on what type of switch, but on Avaya a "sure-fire" way to clear the state of a station/agent is to do a "DropCRV"

Specifically use the test phone and register the DN with an extension KV pair (integer)

Key = DropCRV
Value = 0

This will clear the registration association with Avaya and T-Server will clear the state of the DN

[karthik]

Right, this is why I have raised this quesiton here in the forum.

Agent actualy receives a logged out event from Avaya 8720 cause actualy that agent is not logged in once he quits softphone.
But the virtual status shows, he is logged in. Just because he did not use logoff option before quiting softphone.

I tried using testphone, registered the DN and it clearly showed me that DN is registered to agent 87240 which means genesys is still seeing that agent as logged in. Now when I go login tab and click on logoff in the test phone, i get a message saying agent not logged into split.


Cheers
Karthik

[karthik]

I haven't tried setting the KVP in test phone yet because i have already  re-built that station as it was quite urgent to make that DN available. I shall try this next and keep the updates posted, thanks.

cheers
Karthik

[Daimonas]

[quote author=karthik link=topic=3623.msg15393#msg15393 date=1228165097]
Right, this is why I have raised this quesiton here in the forum.

Agent actualy receives a logged out event from Avaya 8720 cause actualy that agent is not logged in once he quits softphone.
But the virtual status shows, he is logged in. Just because he did not use logoff option before quiting softphone.

I tried using testphone, registered the DN and it clearly showed me that DN is registered to agent 87240 which means genesys is still seeing that agent as logged in. Now when I go login tab and click on logoff in the test phone, i get a message saying agent not logged into split.


Cheers
Karthik
[/quote]

Using the test-phone, click login first and then click Logout. This will log the agent into the phone and allow you log the agent out through Genesys. If you get an error logging in, this means this agent may already be logged in somewhere else (if so log them off first) or the phone is configured for acd and needs the handset off hook.