Users get kicked off Desktop Call Agent

[red73mustang]

I have several users that repeatedly get logged out of the call agent. They have ruled out the ISP and I would like to know how to check the timeout feature and the total user/license limits.

(CISCO Call Manager 4.1)

Thanks, Chet

[a.cruea1980]

What are they doing when they get kicked off? Just being logged in? Do they happen to miss a call, then get kicked?

[joepapesh]

What version of IPCC are you using? Is it Enterprise or Express, and what is the version? Also, are they getting logged out, or moved to not-ready?

[red73mustang]

IPCC Express Premium 4.0(4)_Build140 Remote users are getting logged out. User reportd that they are not missing calls and that they are not loosing interet conectivity.

Thanks ,Chet

[joepapesh]

Chet,

Here are a few thoughts...

1) License Usage Report - I haven't found an easy way to do this, so I usually do an Agent State or Logged in based report for the entire system for a day at a time for a couple of weeks. Agents will only show up if they are logged in, and with a couple weeks of data I can conjecture about what our usage is, and I try to maintain about 10 to 15% cushion. I don't think an agent already logged in would get disconnected if you were at license restrictions, but I do think a new agent logging in would be rejected.

2) The reason I asked for the clarification regarding logout or not-ready was that I have had a problem before where agents would get marked not-ready (like they missed a call) due to a configuration problem. The problem was that there were a few ports in the JTAPI port group that had mis-configured Calling Search Spaces, so when they tried to connect the call they couldn't. An easy thing to check would be to pull an Agent State Detail report for a time when they were "logged off", and see the events. If they were marked not-ready due to not answering a call that would be an indication of this problem.

I hope this helps...

--Joe

[red73mustang]

Thanks very much for the advice Joe. I havn't had a chance to run Logged in or Agent state reports yet (Where do I run them?) but I did notice 2 things when I check the user's account in Call Manager 1 .The line is "Shared" and 2. The Directory Number counfiguration has 4 devices associated with it. One of which is the Agent (rmjtapi)?

The plot thickens

[asomanya]

the agent line cannot be shared line appearance. And also check the CSS of the users phone device.