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Agents automatically logging out of queue in Cisco IPCC Express

Posted on 2009-05-05
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Last Modified: 2012-05-06
I have setup a call queue in IPCC Express.  I have 2 DNs setup on their phones, one is their primary DN and the other is the DN that is associated with the ICD in CCM.  Everything seems to be working ok except when an agent is logged into the queue, and they use their phone to dial out on their primary extension, it logs them out of the queue.  And when they finish a call from the queue, it logs them out.  Any suggestions on where to start with this?
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Question by:NWSADMIN
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10 Comments
 
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Expert Comment

by:voipman
ID: 24306965
does it put them into Not Ready or does it completely log them out of the Call Agent?
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Author Comment

by:NWSADMIN
ID: 24307471
It completely logs them out
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Expert Comment

by:voipman
ID: 24307632
Are you using extension mobility?  Also what version UCCX are you running and what ver of CAD are you running.
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Author Comment

by:NWSADMIN
ID: 24307799
CUCM 4.2
CRSA 4.0(4)_Build140 (Package: IPCC Express Standard)

To the extent of my knowledge, we are not using extension mobility, when I go to the user configuration part of CUCM and go to the extension mobility link, I see nothing listed for the users.  And also, on the phone configuration part, enable extension mobility is not checked.
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Expert Comment

by:voipman
ID: 24307986
ok do you have them logging into the CAD agent or thourgh thier phones? Also do you have automatic work or wrapup time set up? Look in the CSQ and enable automatic work once they get off the phone this should put them into the work state.  let me know if this happens or if it still logs them out.  How many licenses do you have and how many agents do you have?
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Author Comment

by:NWSADMIN
ID: 24308096
They are logging in through their phones.  In the CSQ, I do not see the automatic work option anywhere.
Licensing:
IVR Port(s): 10
IPCC Express Standard Seat(s): 10
IPCC Express Maximum Agents:  300

Quick question in regards to the licensing....does the 10 seats mean that I can only have 10 agents setup in IPCC, or does it mean I can only have 10 agents actively logged in at a time?

I have 3 queues setup, 1 has 2 agents, 1 has 6 agents, 1 has 8 agents (for a total of 16 agents spread over 3 queues)
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Expert Comment

by:voipman
ID: 24308308
You can have 300 agents configured, 10 agents logged in at the same time and 10 concurrent phone calls.  You  need to get more licensing if you have over 10 agents logged in that is probably why its kicking them out.  Have only 10 agents logged in and then do a test call they should stay on after that.  I didnt see that you have 4.0 automatic work isnt available until 4.2 I believe.
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Author Comment

by:NWSADMIN
ID: 24308705
I am looking into getting more licensing.  But, I'm not sure that is the problem, I am seeing the problem when less than 10 agents are logged in.
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Accepted Solution

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voipman earned 2000 total points
ID: 24308788
are you seeing any errors on the server in the event log is there any kind of error? I was just double checking and there is not option that I could find that could accidentally be checked to log out after each call.
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Author Comment

by:NWSADMIN
ID: 24308823
ok....this has been a frustrating experience....there really isn't a problem.  The agents are still logged in after they make a call, it's just the "calls in queue, blah blah blah" that shows on the phone is not there after they make a call, but they are actually still logged in.  I'm so sorry for having wasted your time, but I do appreciate all of the help.
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