Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide

Logout button is not enabled.

Agent may not be in the appropriate state required for logout. This varies from switch 

to switch. For example, with IPCC the agent has to be in a Not Ready state to be able to logout.

(IPCC specific): Agent gets logged out unexpectedly (did not intend to log out).

There are several possible causes of this symptom:

There is a timeout called "Logout Non-activity time" that will logout an agent after a certain 
period of time (maximum 7200 seconds or 2 hours). It is part of the AgentDeskSettings and can 
be configured using the ICM Configuration Manager. This timeout cannot be disabled at this 
time.

There may be another CTI Toolkit using the same agent and instrument from another location. 
If that client logs out, your softphone will be logged out as well. To prevent duplicate logins to 
the same agentID/instrument, use the registry key "RejectIfAlreadyLoggedIn" in the 
ConnectionProfile being used. For details, see Symptom “Duplicate Login” in preceding section 
dealing with Login problems.

If your agent is a member of an agent team, your supervisor may have logged you out.

Check the status bar. A status of Offline means that some element in the system has failed or 
gone offline. The system will automatically recover from this situation. Wait for the status bar 
to indicate Online and login again.

(under all ACDs) Agents are getting intermittently logged out of their CTI applications

When the PIM is set to /LOAD 1, and two CTI OS Servers are connected to the same 

CTI Server, the following situation may occur:

Agent mode connection for agent A established to CTI OS A

Agent mode connection for agent A established to CTI OS B

Disconnect agent mode connection from CTI OS A

 

 
At this point, the agent using the application with the connection established to CTI OS B is 
logged out.

Under such conditions, to ensure that the agents are not logged out, configure the PIM for 
/LOAD 0.