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.
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.
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.
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.
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
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
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
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.