Hello Everyone. 

We have been having some licensing issues where the Concurrent Client Access License is not released for most users. As agents go home after Logging Off Interaction Connect,  the License Allocation in IA shows more licenses being used than actual connected users (Even when zero users are connected)
So after a few days the Allowed License count builds up to the limit and agents are denied access as if we have more users than licenses. At the end of each day about 1/4 of the licenses are not released. A nightly switchover always resets the licenses count to 0. All the other licences are fine.


Our System: 

•   2018 R4
•   All Users use Interaction Connect
•   Some have Webrtc on Chrome and others have SIP.
•  I am not sure what users are not releasing the license. 

Any Ideas?
    

#Unsure/Other

------------------------------
Amadou Ba
VortalSoft Inc.
------------------------------

I would recommend opening a ticket with Support for this. On the face of it, seems like a bug.

We have the same issue with 2018R5. We opened a ticket and Genesys is working on a fix. SCR : IC-154171​.

Donald

------------------------------
Donald Hamel
Bell Canada
------------------------------

Original Message:
Sent: 05-23-2019 14:25
From: Amadou Ba
Subject: Concurrent Client Access License not released

Hello Everyone.

We have been having some licensing issues where the Concurrent Client Access License is not released for most users. As agents go home after Logging Off Interaction Connect,  the License Allocation in IA shows more licenses being used than actual connected users (Even when zero users are connected)
So after a few days the Allowed License count builds up to the limit and agents are denied access as if we have more users than licenses. At the end of each day about 1/4 of the licenses are not released. A nightly switchover always resets the licenses count to 0. All the other licences are fine.


Our System:

•   2018 R4
•   All Users use Interaction Connect
•   Some have Webrtc on Chrome and others have SIP.
•  I am not sure what users are not releasing the license. 

Any Ideas?


#Unsure/Other

------------------------------
Amadou Ba
VortalSoft Inc.
------------------------------

We have run into this issue as well, a re-load of the license file usually fixes without a switchover.
Patrick

------------------------------
Patrick Broderick
Diamond Resorts
------------------------------

Original Message:
Sent: 05-23-2019 14:25
From: Amadou Ba
Subject: Concurrent Client Access License not released

Hello Everyone.

We have been having some licensing issues where the Concurrent Client Access License is not released for most users. As agents go home after Logging Off Interaction Connect,  the License Allocation in IA shows more licenses being used than actual connected users (Even when zero users are connected)
So after a few days the Allowed License count builds up to the limit and agents are denied access as if we have more users than licenses. At the end of each day about 1/4 of the licenses are not released. A nightly switchover always resets the licenses count to 0. All the other licences are fine.


Our System:

•   2018 R4
•   All Users use Interaction Connect
•   Some have Webrtc on Chrome and others have SIP.
•  I am not sure what users are not releasing the license. 

Any Ideas?


#Unsure/Other

------------------------------
Amadou Ba
VortalSoft Inc.
------------------------------

Donald- I was referred to the same SCR. I am just curious would you happen to have the Same Configuration: Interaction Connect + Webrtc?

Patrick - That would be a great and easy fix. I am definitely giving it a try. 

Everyone - Can I reload the license file during production hours or is there a risk for downtime?

------------------------------
Amadou Ba
VortalSoft Inc.
------------------------------

Original Message:
Sent: 05-24-2019 10:02
From: Patrick Broderick
Subject: Concurrent Client Access License not released

We have run into this issue as well, a re-load of the license file usually fixes without a switchover.
Patrick

------------------------------
Patrick Broderick
Diamond Resorts

Original Message:
Sent: 05-23-2019 14:25
From: Amadou Ba
Subject: Concurrent Client Access License not released

Hello Everyone.

We have been having some licensing issues where the Concurrent Client Access License is not released for most users. As agents go home after Logging Off Interaction Connect,  the License Allocation in IA shows more licenses being used than actual connected users (Even when zero users are connected)
So after a few days the Allowed License count builds up to the limit and agents are denied access as if we have more users than licenses. At the end of each day about 1/4 of the licenses are not released. A nightly switchover always resets the licenses count to 0. All the other licences are fine.


Our System:

•   2018 R4
•   All Users use Interaction Connect
•   Some have Webrtc on Chrome and others have SIP.
•  I am not sure what users are not releasing the license. 

Any Ideas?


#Unsure/Other

------------------------------
Amadou Ba
VortalSoft Inc.
------------------------------

We use Interaction Connect but without WebRTC.

------------------------------
Donald Hamel
Bell Canada
------------------------------

Original Message:
Sent: 05-24-2019 10:15
From: Amadou Ba
Subject: Concurrent Client Access License not released

Donald- I was referred to the same SCR. I am just curious would you happen to have the Same Configuration: Interaction Connect + Webrtc?

Patrick - That would be a great and easy fix. I am definitely giving it a try.

Everyone - Can I reload the license file during production hours or is there a risk for downtime?

------------------------------
Amadou Ba
VortalSoft Inc.

Original Message:
Sent: 05-24-2019 10:02
From: Patrick Broderick
Subject: Concurrent Client Access License not released

We have run into this issue as well, a re-load of the license file usually fixes without a switchover.
Patrick

------------------------------
Patrick Broderick
Diamond Resorts

Original Message:
Sent: 05-23-2019 14:25
From: Amadou Ba
Subject: Concurrent Client Access License not released

Hello Everyone.

We have been having some licensing issues where the Concurrent Client Access License is not released for most users. As agents go home after Logging Off Interaction Connect,  the License Allocation in IA shows more licenses being used than actual connected users (Even when zero users are connected)
So after a few days the Allowed License count builds up to the limit and agents are denied access as if we have more users than licenses. At the end of each day about 1/4 of the licenses are not released. A nightly switchover always resets the licenses count to 0. All the other licences are fine.


Our System:

•   2018 R4
•   All Users use Interaction Connect
•   Some have Webrtc on Chrome and others have SIP.
•  I am not sure what users are not releasing the license. 

Any Ideas?


#Unsure/Other

------------------------------
Amadou Ba
VortalSoft Inc.
------------------------------

We have about 3.5k users and have had no issues reloading during the day.
Patrick

------------------------------
Patrick Broderick
Diamond Resorts
------------------------------

Original Message:
Sent: 05-24-2019 10:15
From: Amadou Ba
Subject: Concurrent Client Access License not released

Donald- I was referred to the same SCR. I am just curious would you happen to have the Same Configuration: Interaction Connect + Webrtc?

Patrick - That would be a great and easy fix. I am definitely giving it a try.

Everyone - Can I reload the license file during production hours or is there a risk for downtime?

------------------------------
Amadou Ba
VortalSoft Inc.

Original Message:
Sent: 05-24-2019 10:02
From: Patrick Broderick
Subject: Concurrent Client Access License not released

We have run into this issue as well, a re-load of the license file usually fixes without a switchover.
Patrick

------------------------------
Patrick Broderick
Diamond Resorts

Original Message:
Sent: 05-23-2019 14:25
From: Amadou Ba
Subject: Concurrent Client Access License not released

Hello Everyone.

We have been having some licensing issues where the Concurrent Client Access License is not released for most users. As agents go home after Logging Off Interaction Connect,  the License Allocation in IA shows more licenses being used than actual connected users (Even when zero users are connected)
So after a few days the Allowed License count builds up to the limit and agents are denied access as if we have more users than licenses. At the end of each day about 1/4 of the licenses are not released. A nightly switchover always resets the licenses count to 0. All the other licences are fine.


Our System:

•   2018 R4
•   All Users use Interaction Connect
•   Some have Webrtc on Chrome and others have SIP.
•  I am not sure what users are not releasing the license. 

Any Ideas?


#Unsure/Other

------------------------------
Amadou Ba
VortalSoft Inc.
------------------------------