We have a case where every day around afternoon time we will have a bunch of agents not being able to login to softphone .This would occur for a 30 min /60 min duration and go away .The set of affected agents in each case is spread across and is not specific.
When we check the logs we would see agent has received a G3 Cause 613 /Agent not logged into split error . But in each the hunt group configuration would be correct and all hunt groups would be present and by the time we set of trace on Avaya and Genesys side agent status would be in sync .So queue log out event should not be missed . T server and switch message rates would also not show any dramatic increase since morning that can point to same message drops .
What other root causes any one has seen that can generate this error.
I’m not Avaya expert, but Genesys is receiving the error message from the Asai link (<<)
It answers:
(Agent not logged in to split)
Split I think is something like Skills…not sure. So seems or a bug on your Avaya or lack or resources maybe? Due the fact that you mention it appears on specific hours only…maybe network congestion? Link saturation?
Yes a split is like a skill in Avaya terms. It is many years since I looked at Avaya stuff. However it may be worth checking if there is any Avaya side configuration relating to the associated splits in terms of working hours or possibly maximum logged in time etc.
The thing is we never find any missing hunt group /skill issue for these agents . The agents face this for a short duration of 20-30 min and issue goes away .Any configuration issue specific to agents can not be the reason .
Since this happens at specific hours (not to specific agents) , this may be more of a n/w congestion / link saturation or something similar but T server logs do not have enough details to point to right direction of investigation .