Agent automatically logouts from Finesse

[Viktor S]

Hi everyone!

I have a problem with one agent in UCCX. This agent once or twice per day getting automatically logout from Desktop Finesse, sometimes directly after call ends. Reason code of the logout is 255. This user is only one, who have this problems, we tried to change the hardware phone, cables and ethernet outlet, but hte problem still alive. What could be the issue? Can somebody help me with it?

[Chris Deren]

Have you seen this:

https://supportforums.cisco.com/t5/contact-center/finesse-users-getting-logged-out-from-the-syste/td-p/2779823

Can you check if the agent is doing any of listed actions, i.e. pressing Back button, etc?

[Viktor S]

Hi Chris!

Ye, i saw this in the administration guide, and we checked for sure that nothing like this doesn't apply to our issue. Any another ideas?

[Martin Moran]

Hi,

In this case, it's better to capture some logs from the browser.

Go to the below URL, click on Sign in with Persistent logging, reproduce the issue. Once done, click on “Send Error Report” at the bottom on Finesse agent screen and capture logs. For collecting logs, go to the URL as mentioned below.

To sign into Finesse with persistent logging: https://<uccx ip>:8445/desktop/locallog

For collecting logs, go to URL: https://<uccx ip>:8445/finesse/logs/

Go to “clientlogs”. Right click on the filename which is relevant for that session and click, Save Link As or Save As and then save the file(s).

Collect CCX Engine logs for 10 minutes before and after the time of the disconnection using the RTMT tool (from both the nodes if HA).

Along with the above, please share below details:

• Time stamp
• IP address of UCCX server (s) and client ip.
• Screenshots for the time of the issue.
• Agent details.

Rgrds.

[Viktor S · Accepted solution]

Hi,

We are replaced the PC of the agent and seems the problem is gone. We'll monitor this problem the next week, and if happen again, i'll share the logs here.