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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cmrpso on April 18, 2018, 06:49:36 PM

Title: GAD logging out agents unexpectedly
Post by: cmrpso on April 18, 2018, 06:49:36 PM

Hi All,

We're seeing a strange issue with GAD where the agent will get logged out during lunch or idle times.  Not seeing anything unusual in the logs other than in the GAD log I see "The workbin desktop-collaboration-email-workbin is null"  And "The workbin agent -personal-workbin is null".  I see this for a number of agents so wouldn't expect this to be a cause.

Has anyone seen this type of thing before?

Thanks

Title: Re: GAD logging out agents unexpectedly
Post by: vjicecool on April 18, 2018, 07:56:50 PM

Is this happening in all environments and all workstations?

is there a timeout specified anywhere

Title: Re: GAD logging out agents unexpectedly
Post by: Tambo on April 19, 2018, 02:28:44 PM

what's in the SIP server logs for it?
have you checked the agent log out options on SIP server?

Title: Re: GAD logging out agents unexpectedly
Post by: cmrpso on April 19, 2018, 03:54:49 PM

Thanks so much for your responses.  I believe the issue is isolated to one agent but will confirm.  Also I will check into timeout and other options.

Below please find the entries from the T-server logs surrounding the incident.

message RequestUnregisterAddress
AttributeReferenceID 1402
AttributeThisDN '22001'
AttributeControlMode 0
@12:48:48.9310 [gctmi] Distributing request RequestUnregisterAddress
@12:48:48.9310 [tsgctm] Address [22001,tDN,sIDLE] reqUnregisterAddress
@12:48:48.9310 [gctmi] request RequestUnregisterAddress ctiRefId -1 removed from reqMgr
@12:48:48.9310 [0] 8.1.201.21 send_to_client: message EventUnregistered
AttributeEventSequenceNumber 00000000000289eb
AttributeTimeinuSecs 931000
AttributeTimeinSecs 1522946928 (12:48:48)
AttributeThisDN '22001'
AttributeReferenceID 1402
2018-04-05T12:48:48.931  Trace  CONP-IS-PSRV057  tlh_ccm_tserver_812_p  GCTI-00-04542  EventUnregistered sent to [876] (00000014 tlh_gad_764_4 10.41.8.74:59333)
@12:48:48.9310 [tsgctm] Address [22001,tDN,sIDLE] (clientDisconnected)
@12:48:48.9310 [tsgctm] AgentLogin [22001,id0271,sNRDY] softAgent: sending triggered logout.
@12:48:48.9310 [gctmi] Distributing request RequestAgentLogout
@12:48:48.9310 [tsgctm] AgentLogin [22001,id0271,sNRDY] softAgent: sending logout.
@12:48:48.9310 [gctmi] AgentLogin [22001,id0271,sNRDY] distributing EventAgentLogout
@12:48:48.9310 [gctmi] AgentLogin [22001,id0271,sNRDY] processLoggedOut
@12:48:48.9310 [gctm] AgentLogin [22001,id0271,sNRDY] Changing state to 0
@12:48:48.9310 [gctmi] request RequestAgentLogout ctiRefId -1 removed from reqMgr
@12:48:48.9310 [0] 8.1.201.21 distribute_event: message EventAgentLogout
AttributeExtensions [53] 00 01 00 00..
'AgentSessionID' 'H0LG0DL0TT4UPAAMNFA2BFAHAC0011D4'
AttributeEventSequenceNumber 00000000000289ec
AttributeTimeinuSecs 931000
AttributeTimeinSecs 1522946928 (12:48:48)
AttributeThisDN '22001'
AttributeAgentID '0271'

Title: Re: GAD logging out agents unexpectedly
Post by: cmrpso on April 19, 2018, 04:52:30 PM

As for agent logout options within the T-Server configuration, the 3 relevant options: logout-on-agent-disconnect, logout-on-fwd, and logout-on-out-of-service, are all set to the default of true.

Thank You!