Webview Real Time Agent State issue

[Senthil Kumar Sankar]

Hi

We have UCCE 8.0(1) Environment, We have an issue in Webview like one single agent state is always TALKING even if he loggedout. We could see the Active-Skill-group is DEFAULT_5342. We tried that paticular extension unregister state still the same..
We deleted that agent id in AW and still same. We checked for any event logs in CTI Server, there was no events, We have restarted the CTI Server, still the agent state showing as TALKING and the Duration is 360 hours. Does anyone have any suggestions

Regards
Senthil

[david.macias]

Have you tried removing and readding the phone in UCM?  Is it always the same agent with the same phone?

david

[Senthil Kumar Sankar]

Hi David,

Yes i have tried that too, but still that didnt work. Any other suggestions

Regards

Senthil

[spaulin]

In order to recover from this, you'll likely need to cycle the PG for the site (both sides stopped at the same time & brought up clean, or via an opctest: exit_opc).

To perform true root cause analysis, you'd likely need to enable some tracing on the PG & get logs from when the processes restart clean, all the way until you see this 'ghost agent'.

TAC could help you with the trace settings but I'd think "opctest: debug /agent" would be a good start.

Good luck.