CM,CMS: Agent logging out with active calls, impacting acd CMS count.

Doc ID    SOLN341519
Version:    1.0
Status:    Published
Published date:    15 Jul 2019
Author:   
Cristiano Souza
 

Details

Any CM and CMS version.

Problem Clarification

ACD calls on CMS does not match with the real acd calls entering into CM.

 

11:50:32 [32] PBX  call ignored
ALOGOFF20 UNSTAFF    :32 pos  x4a981 rc 0 size 4 msgseq 245350790                   spi.log CMS
 

 

 

 

 

Cause

CMS is ignoring too many calls due to agent logging out with active calls. Checking asai messages via MST, it was seen that Geneys(CTI) was asking CM to log out agent with active calls.

 

 
 
 
invoke:  request feature
log out agent
ext: 1838

 

 

 

Solution

Genesys must avoid to logging out agents during the business hours.


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