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-   -   (WFH) Rep is Auto-in, but is actually in Aux 0 (http://support.avaya.com/forums/showthread.php?t=14421)

chan445 02-02-2021 03:21 PM

(WFH) Rep is Auto-in, but is actually in Aux 0
 
Our Agents are using Avaya one-X Agent 2.5.14. Most of our reps have no issues, but once in a while one will encounter an issue where they'll come back from break (leaving the computer idle for maybe 10-15 minutes) they'll and notice that their Vu-Stats are blank.

What also happens is that they will never receive a call, despite showing Auto-In on their end. We use a third party tool that's integrated with it called NICE IEX, and we can see that they are actually in Aux 0.

When the rep tries to log out, close avaya, or change aux states, it says the action cannot be completed, and they have to close it out with Task Manager.

Sometimes we have to force log out the user from Avaya Communicator, as even if they reboot, they'll be stuck in an Aux 0 state.

Has anything experienced this? We are out of ideas.

Here's the log where I think the issue starts happening, but don't know how to decipher this:

2021-01-28 09:33:25,772 INFO 30 Avaya.OneXAgent.CMService.Commands.IncomingHandler Command normal Button transitioned from off to on

2021-01-28 09:33:32,737 ERROR 23 Avaya.OneXAgent.CMService.Commands.InvokeDisplayFe atureCommand response is null. Maybe request ASTFeatureInvocationRequest timed out or does not require a response

2021-01-28 09:33:47,738 ERROR 23 Avaya.OneXAgent.CMService.Commands.ASTFeatureInvoc ationRequestCommand response is null. Maybe request ASTFeatureInvocationRequest timed out or does not require a response

2021-01-28 09:33:47,738 ERROR 23 Avaya.OneXAgent.CMService.PhoneService.VuStatsMoni tor An unknown exception occurred

chan445 03-31-2021 03:19 PM

Alright, this issue has been happening randomly ever since we started working from home. But if anyone else encounter this issue, this might be a fix. I have only implemented this for a few days, but *knock on wood* I don't jinx it.

In Avaya one-X Agent, go to System Settings, then under the Agent Tab, change "Default Agent state upon ACD connection" from "Auxillary" to "Ready."

This means that when agents login, they'll immediately be in an Auto In/Ready state. So although not optimal, it's better than the alternative. And you can set this for the troubled reps, not for everyone so not really a big deal.


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