Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gawix on January 04, 2013, 02:49:50 PM

Title: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: gawix on January 04, 2013, 02:49:50 PM

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.

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: Kubig on January 04, 2013, 03:01:55 PM

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.

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: gawix on January 04, 2013, 05:08:47 PM

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?

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: René on January 04, 2013, 05:37:16 PM

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.

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: gawix on January 04, 2013, 07:20:47 PM

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

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: G3n35Y5 on March 21, 2013, 11:20:57 AM

Hi Kubig,

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

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: Kubig on March 21, 2013, 11:25:28 AM

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.

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: cavagnaro on March 21, 2013, 02:11:28 PM

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??

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: Kubig on March 21, 2013, 03:16:54 PM

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

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: cavagnaro on March 21, 2013, 03:34:51 PM

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

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: Kubig on March 21, 2013, 06:18:33 PM

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

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: fnunezsa on March 21, 2013, 06:43:26 PM

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

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: cavagnaro on March 21, 2013, 08:15:58 PM

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

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: Kubig on March 22, 2013, 08:53:22 AM

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.

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: vma on April 05, 2013, 07:15:54 AM

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

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: Kubig on April 05, 2013, 10:05:33 AM

ICOM works with all T-Server types which Genesys have supported. It is a great tool.

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: cavagnaro on April 05, 2013, 10:21:42 AM

again...sounds nice but where to get it or share it...

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: genesysguru on April 05, 2013, 01:06:51 PM

Cav,

In 2008 I thought you had found Icom ....

http://www.sggu.com/smf/index.php?topic=3169.0

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: cavagnaro on April 05, 2013, 04:07:11 PM

??? where in the hell did i save it then...lol

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: G3n35Y5 on April 09, 2013, 05:44:44 AM

Hi,

I too have been facing similar issues with Interaction Workspace. Could anyone please let me know where do I download ICOM tool from?

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: Kubig on April 09, 2013, 08:28:22 AM

When somebody want the ICOM app, let me know via private message.

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: Kubig on April 11, 2013, 11:18:34 AM

for all : https://skydrive.live.com/redir?resid=3F15EE28286001F0!148&authkey=!ABgLEpzysUnIu68

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: cavagnaro on April 11, 2013, 03:06:42 PM

Thanks!!!

Title: Re: Interaction Workspace - "You are already logged in on the place PLACE_X"
Post by: Fra on April 11, 2013, 11:28:46 PM

Oh, Philippe wrote it  :)

In essence, a Tlib client. You can do more than ICOM does, and also in a more user friendly way, via the Support Phone, as René pointed out.

Fra