Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: GregorV on March 10, 2020, 03:25:13 PM
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I am quite sure it must exist, but.....
When starting WDE I want the voice channel logged in and the chat channel should be logged out.
I find lots of options about the state when logged in, but not how to force the login state itself.
The reason why we need it is a licence issue. We have much more agent than chat licenses and want to have different people working on chat every day. If WDE starts up, then for agents who shoud not work with chat that day, the chat channel should not be logged in.
Can someone bring me back on track
Thanks
Gregor
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You must check via Roles
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Hi cavagnaro,
thanks, but not really, what I am looking for. I suggest you mean the 'Can Use Chat' privilege but that would mean that a supervisor needs to change role assignments nearly every day because the chat channel is not visible in WDE when 'Can Use Chat' in not set to allowed - so the agent cannot login for chat.
We want to enable 500 of our agents for chat. So all 500 agents have the chat channel assigned by privilege. As we have 100 licenses of course only 100 can login for chat channel (license is only checked out if agent logs in on the channel).
Problem: if the 500 agents start WDE in the mornig the and there is auto-login for chat, we get claims about license error messages after the 101th login. After starting the 500 WDE sessions all should be in login state for voice only. Agents who will work on chat that day should manually login for chat later.
Thanks
Gregor
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Just configure the agents to not automatically log into chat channel during agent application startup.
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check if the option eservices.disconnect-on-logoff = true suits your needs
https://docs.genesys.com/Documentation/IW/8.5.1/Dep/AgentLoginAndAuthentication#Optimizing_the_Use_of_eServices_Interaction_Server_Licenses
[quote]
Specifies whether eServices license use optimization is used or the legacy mode is used.
When the value is set to true, Workspace ensures that:
The connection to Interaction Server is not opened when no eServices media channel is selected at login time
The connection to Interaction Server is closed when all eServices media channel are logged off during the session
This does not affect supervisors that have Queue or Team Workbin Management privileges.
This ensures that an eServices seat license is checked out only when a media is logged on by the agent or when a supervisor privilege is granted to the user.
Consequently, when no media are logged on, agents cannot see the content of their workbins.
When the value of this option is set to false (legacy behavior), Workspace connects to Interaction Server and logs the agent on the place as soon as an eServices media privilege is granted to the agent.
[/quote]
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How many multimedia seats licenses do you have?
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We have100 licenses and want all agents become familiar with chat - this is why these are always different agents.
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Hi Kubic,
that exactly is, what I am looking for BUT how ?
Really appreciate a hint, which object, which option to look for.
Thanks
Gregor
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Be Careful that if in the role you provide the can use... Will consume a seat license...no matter if the logs in or not
Enviado de meu SM-N9600 usando o Tapatalk
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Hi cavagnaro,
are you sure about that ?
We tested WDE with activated chat channel and it looks like the license is only checked out when the agent logs in. I did not find that in the documentation but for the push-preview channel such behaviour is clearly documented - OK, it says that the license is checked out as soon as the agent gets the first pushed preview, but therefore the agent must be logged in. And it is described that the license is checked in as soon as the agent logs out.
Please let me know, if you have different experience with chat channel- that would probably mean that the tested behaviour is not reliable.
Thanks
Gregor
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That applies yes for the chat channel, but not for the seat license. Multimedia seats.
Test it so you be sure.
Enviado de meu SM-N9600 usando o Tapatalk
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[quote author=cavagnaro link=topic=11556.msg52657#msg52657 date=1583986184]
That applies yes for the chat channel, but not for the seat license. Multimedia seats.
Test it so you be sure.
Enviado de meu SM-N9600 usando o Tapatalk
[/quote]
We ran into this problem just recently. Every agent that logs in using a workspace application that is attached to the interaction server, consumes a MM seat license even if they don't have any MM role permissions. We either have to create a second Workspace Application object for chat users, or work with Genesys to get more mm seat licenses.
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[quote author=zimmerru link=topic=11556.msg52759#msg52759 date=1586203767]
Every agent that logs in using a workspace application that is attached to the interaction server, consumes a MM seat license even if they don't have any MM role permissions. We either have to create a second Workspace Application object for chat users, or work with Genesys to get more mm seat licenses.
[/quote]
Does not look correct. Have many sites with limited mm licenses, but never had to create secondary Workspace application.
Maybe you have Outbound in Push Preview mode which is using mm seat and custom_media?