Agent can't login WDE

Genesys Cloud Routing
1

Hi All,

I got this problem when create Access group.
WDE show error: User “AgentName” does not have the privileges to login. Please contact your adminstrator.

I checked Log file. That show error below:

18-06-26 16:12:07.650 [er.WarmStandby] DEBUG ConfigurationService - [WS] ChannelOpened
18-06-26 16:12:07.651 [er.WarmStandby] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS].OnChannelOpened is complete.
18-06-26 16:12:07.651 [er.WarmStandby] DEBUG onService.Core.WS_CS - ==> Execution [[5] Genesyslab.Platform.Standby.WarmStandbyImpl+<>c__DisplayClassc.b__9 [QueueSize=0]] completed in 1.693 ms. [QueueSize=0]
18-06-26 16:12:07.651 [ 10] DEBUG mStandby.OpenContext - WarmStandby[1][WS_CS]WSOpenContext[1].ChannelOpened success: Genesyslab.Platform.Commons.Protocols.OpenedEventArgs:
Endpoint: Primary.cc-mgmt-101:2020 - tcp://cc-mgmt-101:2020
18-06-26 16:12:07.682 [ 1] DEBUG ConfigurationService - ConfigService is created
18-06-26 16:12:07.682 [ 1] INFO ConfigurationService - ExternalAuthentication 0
18-06-26 16:12:07.862 [ 1] DEBUG InteractionWorkspace - CreateChildLogger InteractionWorkspace.Core.ConnectionHelper
18-06-26 16:12:07.872 [ 1] DEBUG e.[DisasterRecovery] - [DisasterRecovery] UpateConfiguration it is not possible to define the current Site
18-06-26 16:12:07.872 [ 1] INFO ConfigurationService - Information backup Configuration Server is not available for DBID:‘99’
18-06-26 16:12:07.872 [ 1] DEBUG ConfigurationService - ConfigurationService.Connect ConfServerProtocol object created.
Connected to tcp://10.30.163.101:2020/WDE_Telesales
Username:‘TSTelesalesAgent1’
18-06-26 16:12:07.892 [ 1] DEBUG dows.LoginController - Set CreatorAppId ‘363’ for ESDK contactService
18-06-26 16:12:07.902 [ 1] DEBUG Workspace.Core.Agent - Load()
18-06-26 16:12:07.932 [ 1] ERROR Workspace.Core.Agent - Impossible get Agent ‘TSTelesalesAgent1’, ConfigServer not found CfgPerson
18-06-26 16:12:07.932 [ 1] ERROR dows.LoginController - Cannot load the agent UserName=‘TSTelesalesAgent1’
Genesyslab.Desktop.Modules.Core.IWException.InteractionWorkspaceException: The acces privileges of ‘TSTelesalesAgent1’ are insufficient
at Genesyslab.Desktop.Modules.Core.Model.Agents.Agent.Load()
at Genesyslab.Desktop.Modules.Windows.Views.Login.LoginController.NextStep()
18-06-26 16:12:07.932 [ 1] DEBUG dows.LoginController - DisconnectPlace
18-06-26 16:12:07.932 [ 1] DEBUG Workspace.Core.Agent - Release()
18-06-26 16:12:07.932 [ 1] DEBUG dows.LoginController - DisconnectAgent
18-06-26 16:12:07.932 [ 1] DEBUG Workspace.Core.Agent - [Agent] Release()
18-06-26 16:12:07.942 [ 1] DEBUG ConfigurationService - Disconnect()
18-06-26 16:12:07.942 [ 1] DEBUG ConfigurationService - Remove Event Handlers for protocol[47953287] …
18-06-26 16:12:07.942 [ 1] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS].BeginClose method is called
18-06-26 16:12:07.942 [ 1] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS].InitiateClosing: set AutoRestore to false
18-06-26 16:12:07.942 [ 1] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS].InitiateClose
18-06-26 16:12:07.942 [ 1] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS].Resumed.
18-06-26 16:12:07.942 [ 1] DEBUG onService.Core.WS_CS - CreateChildLogger InteractionWorkspace.Core.ConfigurationService.Core.WS_CS.WarmStandby.CloseContext
18-06-26 16:12:07.942 [ 1] DEBUG Standby.CloseContext - WarmStandby[1][WS_CS]WSCloseContext[2].RegisterAsyncResult adding WSCloseAsyncResult to queue
18-06-26 16:12:07.952 [ 1] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS].BeginClose method is called
18-06-26 16:12:07.952 [ 1] DEBUG Standby.CloseContext - WarmStandby[1][WS_CS]WSCloseContext[2].RegisterAsyncResult adding WSCloseAsyncResult to queue
18-06-26 16:12:07.962 [ChannelDefault] DEBUG Standby.CloseContext - Genesyslab.Platform.Standby.WSCloseContext Completing… finalize=True cause:
18-06-26 16:12:07.962 [ChannelDefault] DEBUG onService.Core.WS_CS - ==> Enqueue to thread [12] CallbackTask [10]: Genesyslab.Platform.Standby.WarmStandbyImpl.RunCallback [QueueSize=0]
18-06-26 16:12:07.962 [ChannelDefault] DEBUG onService.Core.WS_CS - ==> Enqueue to thread [12] CallbackTask [11]: Genesyslab.Platform.Standby.WarmStandbyImpl.RunCallback [QueueSize=1]
18-06-26 16:12:07.962 [ChannelDefault] DEBUG Standby.CloseContext - ==> Enqueue to thread [12] CallbackTask [12]: Genesyslab.Platform.Standby.WSContext.b__0 [QueueSize=2]
18-06-26 16:12:07.962 [ChannelDefault] DEBUG Standby.CloseContext - WarmStandby[1][WS_CS]WSCloseContext[2].Complete()
18-06-26 16:12:07.962 [ChannelDefault] DEBUG Standby.CloseContext - WarmStandby[1][WS_CS]WSCloseContext[2].FireSuccess
18-06-26 16:12:07.962 [ChannelDefault] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS].OnChannelClosed is started
18-06-26 16:12:07.972 [ChannelDefault] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS] Reset channel close event
18-06-26 16:12:07.972 [ChannelDefault] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS].OnChannelClosed WarmStandby is finished
18-06-26 16:12:07.972 [ChannelDefault] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS].OnChannelClosed: set active to false
18-06-26 16:12:07.972 [er.WarmStandby] DEBUG onService.Core.WS_CS - ==> Invoke WaitCallbackTask[10] Genesyslab.Platform.Standby.WarmStandbyImpl.RunCallback [QueueSize=2]
18-06-26 16:12:07.972 [er.WarmStandby] DEBUG onService.Core.WS_CS - ==> Execution [[10] Genesyslab.Platform.Standby.WarmStandbyImpl.RunCallback [QueueSize=2]] completed in 0.014 ms. [QueueSize=2]
18-06-26 16:12:07.972 [er.WarmStandby] DEBUG onService.Core.WS_CS - ==> Invoke WaitCallbackTask[11] Genesyslab.Platform.Standby.WarmStandbyImpl.RunCallback [QueueSize=1]
18-06-26 16:12:07.972 [er.WarmStandby] DEBUG onService.Core.WS_CS - ==> Execution [[11] Genesyslab.Platform.Standby.WarmStandbyImpl.RunCallback [QueueSize=1]] completed in 0.001 ms. [QueueSize=1]
18-06-26 16:12:07.972 [er.WarmStandby] DEBUG Standby.CloseContext - ==> Invoke WaitCallbackTask[12] Genesyslab.Platform.Standby.WSContext.b__0 [QueueSize=0]
18-06-26 16:12:07.972 [er.WarmStandby] DEBUG onService.Core.WS_CS - WarmStandby[1][WS_CS]WSCloseContext[2].OnFinalizeCloseContext()
18-06-26 16:12:07.972 [er.WarmStandby] DEBUG Standby.CloseContext - ==> Execution [[12] Genesyslab.Platform.Standby.WSContext.b__0 [QueueSize=0]] completed in 2.401 ms. [QueueSize=0]
18-06-26 16:12:07.972 [ 1] DEBUG ConfigurationService - Disconnect() End
18-06-26 16:12:07.982 [ 1] DEBUG InteractionWorkspace - CreateChildLogger InteractionWorkspace.Core.Jukebox
18-06-26 16:12:07.982 [ 1] DEBUG rkspace.Core.Jukebox - Jukebox()

What configure which I missed?

Thanks Guy,

2

Missing permission on required object of type Person. Of course, check whether the rest of required objects have been configured with appropriate permission (like AG, Applications, etc.)

3

Dear Mr. Kubig,

Thank you for your reply.
Maybe I missing permission on required object of type Person in Access group or Roles. Because, other access group is working, only new access group got this error. New access group already assign Read and Execute permission in WDE application.
Can you guide me, where can I config object of type Person in access group or Roles?

Thank you so much.
Duc Tran

4

If you’ve created a new access group , you have to assign permission on all required objects (like AG, persons, applications, DNs) as the newly created AG has no assigned permission at all.

5

As Kubig said: this is an access group permission. See it even tells you this here:

Genesyslab.Desktop.Modules.Core.IWException.InteractionWorkspaceException: The acces privileges of 'TSTelesalesAgent1' are insufficient

Just make sure you have the same permissions assigned to everyone. Most likely, your person and your softphone are not in the same access group. Happens all the time.

(also, why does it say “acces” and not “access”? I do not recall seeing like this before)

6

I assigned read and execute permission for access group in Tenants. All GA object already be apply this permission.
My problem is resoled.

Thanks for all guy. ;D
Duc Tran