Agent Stuck in Agent Group

[makkerc]

???Hi,

Part from bouncing the Stat Server Services, is there any way of clearing phantom users in CCP+? (7.5)

thanks in  advance,

Conor

[cavagnaro]

Agents or calls???

If calls:

http://www.sggu.com/smf/index.php/topic,1795.0.html

Search before posting please.

[makkerc]

.. agents!!!

[cavagnaro]

And how does an agent got stuck on a queue??? Can you explain better?

[makkerc]

There is an Agent showing as logged into a queue but isn't logged in really.

He was moved out of this queue while still logged in.

Just need to know if there is a command to clear agents logged into a specific queue.

Thanks for the help!

[cavagnaro]

Queue...Queue...agents on a queue....don't you mean Agent Group??? Or do you mean the queue where he was logged in?
Any way, the problem would be that your PBX never sent the logout event and StatServer still believes he is in there. What I'd do is log him again and then logout correctly.

[makkerc]

Lol - cool

Yes an agent group.

We've tried logging him in  - didn't work.

[cavagnaro]

and your pbx what shows on his state?

[JGMG]

Is this a voice PBX or something more exotic?

[victor]

Well,

have you tried sending the logout command with ThisQueue, ThisDN, AgentID of the agent in question? Another, not so cool way of doing it (and means losing quite a lot of data would be to shutdown StatServer, delete ssbackup.000 file and restart your StarServer. But, then again, it is the dumbest way to do it, probably

[makkerc]

[quote author=cavagnaro link=topic=3173.msg13021#msg13021 date=1217002299]
and your pbx what shows on his state?
[/quote] Logged out

[makkerc]

[quote author=JGMG link=topic=3173.msg13026#msg13026 date=1217029326]
Is this a voice PBX or something more exotic?
[/quote] Voice only

[makkerc]

[quote author=victor link=topic=3173.msg13034#msg13034 date=1217229236]
Well,

have you tried sending the logout command with ThisQueue, ThisDN, AgentID of the agent in question? Another, not so cool way of doing it (and means losing quite a lot of data would be to shutdown StatServer, delete ssbackup.000 file and restart your StarServer. But, then again, it is the dumbest way to do it, probably
[/quote]

Cool, I was hoping someonewould pick his up.

I have just started with a Mobile Provider in dublin and they have been having this speradic issue for a while now; and the only way they have to clear this phantom agent is to restart the stat server, which, as you have noted, will result in the loss of stats for that day.

Could you direct me in how I am to use this "logout command with ThisQueue, ThisDN, AgentID"

[CTIgem]

Use genesys softphone, I think you can download it from support site.
Once you get it, connect to tserver and register dn and change status that way it is back in sync.

[makkerc]

[quote author=CTIgem link=topic=3173.msg13042#msg13042 date=1217248313]
Use genesys softphone, I think you can download it from support site.
Once you get it, connect to tserver and register dn and change status that way it is back in sync.
[/quote] Cheers, and many thanks for your help - all