Interaction Workspace - "You are already logged in on the place PLACE_X"

[gawix]

I've renamed an agent and a place while this agent was logged on that place. On subsequent login, Interaction Workspace tells me that the agent is already logged in on the place <new_name_of_the_place>.

As a result, it is impossble for this agent to log in again on any place.  This seems to be a bug. It is as if the "log out" operation hasn't been processed correctly.

How can I reset the login state manually for this agent/place.  I can't find where Interaction Workspace gets its agent login state (SIP Server? Stat Server?).

BTW, I'm using SIP Endpoint, I don't know if it changes anything.

[Kubig]

Via ICOM util or disable/enable extension which is related to used place. But renaming of object which are actually using is not recommended,generally by extensions.

[gawix]

I don't have ICON in this environment.  I've tried disabling then enabling the DN of the place but it doesn't unblock the agent.

Where is the agent login state stored?

[René]

gawix,

Check agent's status using CCPulse+. If it is still reported as logged in on particular place/DN then you can try to log him out using Support Phone tool available for download on Genesys Technical Support website.

R.

[gawix]

Finally, I've destroyed and recreated the place and everything went fine afterward.

[G3n35Y5]

Hi Kubig,

Could you please let me know how do we process the same using ICON util?

[Kubig]

If you know about ICOM tool, so it is not difficult to logged out any agent. You have to connect to the right T-Server, register DN on which is agent logged in (via cmd "rg DNnumber") and than you can use cmd "lf DN". I write it without see it, so it is possible there are some mistakes, but you can use ? mark for help and look for commands. I am surprised that you do not know ICOM, I cannot imagine to do customer service without it.

[cavagnaro]

ICOM stands for??? I don't know it neither, we do that support usually from PBX side who handles those informations...
From where you get that tool??

[Kubig]

And what are you doing in scenario where you have not got a PBX? For example with SIP server. Unfortunately, I do not know yet where I get this tool, but it is made by Genesys. I am using it for x years

[cavagnaro]

SIP Server? Well on SIP Server the DN or is registered or is not...you start a DN with that Place and done!

[Kubig]

You don't understand me, ICOM is based on T-Lib messages. You can for example register any DN in configuration and manipulate with them or receive T-Lib messages,and many more action. It's just service "agent" console application

[fnunezsa]

I've never heard of ICOM either. Is it the same as the Support Test Phone? Would you please upload a screenshot?

[cavagnaro]

Yes Kubig, I do understand you perfectly. Seems an interesting tool but never heard of it...
And on SIP Server I don't see the use really. Anyway, if you can share it...if not, well thanks for the info

[Kubig]

It's perfect for situation when you need force logged out any agent,try to logged in any DN or just catch all T-Lib messages on registered DNs.

[vma]

You should also  check BNGEvtTracker tool. You can login/logout agents, make them ready/not ready and also track all events on selected DNs...
Unfortunately I couldn't find any links to download it so please send me a PM if you need it and I can email it.
I have only tested it with SIP Server, I don't know how it works with other TServers.

Mihai