Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: OtaS on May 09, 2017, 08:49:49 AM

Title: Agent's voice channel automatically log off
Post by: OtaS on May 09, 2017, 08:49:49 AM

Hello,

on of our agent has problem, when he works with wde, he's randomly logged off from voice channel. Not happen everytime, but he could not prevent that.

Could you give me a hint what to do? I didn't checked wde logs yet, because it didn't happened to me when I tried to log as him.

Title: Re: Agent's voice channel automatically log off
Post by: Kubig on May 09, 2017, 08:58:17 AM

You have to check the logs - without any further information nobody will able to help you.

Title: Re: Agent's voice channel automatically log off
Post by: vmc on May 09, 2017, 10:15:36 AM

What do you mean by logged in as him?  On your own machine or the user's machine?  Using SIP Endpoint?

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Title: Re: Agent's voice channel automatically log off
Post by: OtaS on May 09, 2017, 10:32:10 AM

kubig: Ok, I'm currently waiting for his logs

vmc: I just tried to logged on his genesys account on workspace desktop edition to see how's the problem showing.

Title: Re: Agent's voice channel automatically log off
Post by: OtaS on May 10, 2017, 07:59:37 AM

Hi again, below I copied link to the logs screen. Not sure, if that's all what is needed, but I can provide more.

https://s29.postimg.org/fzvc0ltxh/log.png

Title: Re: Agent's voice channel automatically log off
Post by: Kubig on May 10, 2017, 10:36:12 AM

Post full WDE and SIP server log covering the issue..the provided screen is not helpful at all