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Old 02-02-2021, 04:21 PM
chan445 chan445 is offline
Join Date: Aug 2020
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chan445 has 10 reputation points
Default (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
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