Proactive Contact: agent cannot log in after coming back from break, agent went on break for long time

Doc ID    SOLN278823
Version:    5.0
Status:    Published
Published date:    15 Nov 2019
Created Date:    17 Nov 2015
Author:   
Jaydeep Nere
 

Details

All Dialer versions

Problem Clarification

When the agent is going on break for more than 15 minutes and trying to log in back, agent is not able to log in.

Cause

There are many causes of it to affect the agent as below:

1) Network glitches or packet drops while agent on break causing the break out of the socket connection of the agent application with dialer.

2) Agent Count binary has the entry of the each and every agent, if the agent instance is going in hung state due to multiple reasons( network , socket break etc), when the same agent tries back to log in, it may give error at any point of time due to saturation of licenses of agent due to old hung instances however in actual there may be less agent at present.

3) At all of the sudden, log in attempts of all the agent after break may lead to overload to opmon process and may not behave properly , causing agent to be not logged in again. 

Solution

Whenever agents are going on break for long duration, suppose more than 15 minutes, they are supposed to be logged out from the agent application and after coming back they can log in again.

1) Log out from the agent application whenever it is more than 15 minutes of break, will remove the instance of the agent from agent count binary and can maintain the exact count.

2) The agent who is on break if already logged out , can save us from break out of the socket connection or Network glitches problem.

3) Sometimes, many agents while going on break, closes the agent application abruptly( right top cross button)  in hurry, which may lead to agent instance in hung state, causing again the problem of not to log in, due to agent count limits.

4) when requesting for break( less than 15 minutes) , make the break request prior to last call and wait for cup button to be active.

5) In any scenario (Blend , predictive or managed) , do not request for break from Phone( Soft or Hard), agent has to request for break from agent application only.

6) If most of the agent has problem in bulk after returning from break, then restart the pds services, problem will resolved.

7) Sometimes in older versions, it may cause due to the limitation of shared memory for inter process communication and opmon stops responding in such cases, make sure that you have sufficient shared memory available.

you can verify the shared memory, by following parameters in master.cfg

a) MAXHIDSLOTS - Shared memory slots available ( should be double than the number of port configured)

b) PORTCOEF - this parameter multiplies the slots for shared memory.

8) Sometimes a customized agent application is not capable of all event handling and leads to break out of the connection in agent break scenarios, prefer to use Avaya agent application , if you are using the customized one, then ask developers to incorporate moagent32.dll properly and upgrade every time, whenever dialer gets upgraded because agent application and dialer should be of the same version always as recommended.

Additional Relevant Phrases

When tha Agent made logoout ot break can not made login again and the Telnet on Supervisor is not accessible

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