Issue Happens with CTI Tool Kit

[S N]

Hi Friends,

I am experiencing a scenario in CTI toolkit in Agent Desktop.

When the Agent A log in with the Agent ID : 1234 , password : 1234 , Instrument Number : 1234 and he goes to Ready state

When the Agent B log in with the Same Agent ID of Agent A : 1234 Password : 1234 and Instrument Number : 5678 in another computer , then Agent B gets a pop up message stating that Agent Already logged in.

When the Agent B accepts that message by clicking OK button then automatically Agent A goes to NOT READY Mode.

We couldnt identify why this happens to Agent A.

In the CTIOS client logs we see it goes to the Reason Code 1 ( which we set as short break ).

Could anyone help me to sort out this issue.

Thanks

Sathya.

[david.macias]

Can you check the following on your CTIOS server?

[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco  Systems\Ctios\EnterpriseDesktopSettings\All   Desktops\Login\ConnectionProfiles\Name\ConnectionProfileName]

"WarnIfAlreadyLoggedIn"=dword:00000001

"RejectIfAlreadyLoggedIn"=dword:00000000

WarnIfAlreadyLoggedIn  can be 0 or 1. Defaults to 1. 1 indicates that a warning should be  displayed on the agentdesktop, 0 disables the warning.  WarnIfAlreadyLoggedIn is only relevant if RejectIfAlreadyLoggedIn = 0

RejectIfAlreadyLoggedIn  can be 0 or 1. Defaults to 0. Setting it to 1 enables Behavior 2 as  described above. 0 enables Behavior 1.

david

[S N]

Hi David,

Thanks for your reply.

Could you please explain how it will help logically.

In our current setup we have WarnIfAlreadyLoggedIn is set to 0 and RejectIfAlreadyLoggedIn is set as 1

What will happen if we set as per your suggestion. Please explain.

Thanks

Sathya.

[david.macias]

It should prevent the 2nd agent from loggin in.

david    

[S N]

Hi David,

Thanks for your reply.

But my concern is why the first Agent goes to NOT READY when the 2nd Agent click on OK button on the pop up screen.

2nd Agent is not getting logged in .

Thanks

Sathya.

[david.macias]

Huh, so it's not that agent B is kicking agent A.  What version are you running?

david