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Change status when Computer is locked

  • 1.  Change status when Computer is locked

    Posted 04-09-2019 11:57
    Hi all,

    Is there a way to automatically change status to 'away' when your computer is locked? 

    Thank you in advance. 

    Vickie

    #Unsure/Other

    ------------------------------
    Vickie Litherland
    Varian Medical Systems
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  • 2.  RE: Change status when Computer is locked

    GENESYS
    Posted 04-09-2019 13:11
    That feature and functionality is built into the Desktop application.

    Since a browser cannot detect the computer being locked, it is not a feature when logged in via browser.

    You have to be logged in and Available just via the desktop app (not app plus browser or plus phone). There is a delay of 15 seconds, I think, before the status changes.

    If you are logged in via the mobile app on a phone (and not elsewhere) then you go to Offline when the phone is locked.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Change status when Computer is locked

    Posted 04-09-2019 13:46
    Thank you George for the quick reply. So I assume then as well, if we are logged in using the CTI adapter in Salesforce (also web browser) that this would not work either. I'll communicate to my teams. Thanks again!

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    Vickie Litherland
    Varian Medical Systems
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  • 4.  RE: Change status when Computer is locked

    GENESYS
    Posted 04-09-2019 14:00
    My pleasure.

    By the way, I did try it while logged into both the desktop app and web browser at the same time on the same computer, and my status did not change to Away when I locked the computer.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Change status when Computer is locked

    Posted 04-10-2019 05:04
    Hi,

    my status changes to away when I use the purecloud desktop app, but only if i not logged into the mobile iOS app.

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    Christoph Otto
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  • 6.  RE: Change status when Computer is locked

    Posted 04-10-2019 05:43
    Hi Christoph... we had this issue and it turned out to be the Hibernation and sleep settings on the PC as these settings disconnect from the Edge in our case changing the agent from Meal to available ruining their stats. I think your dual login is obscuring the issue - hope this helps.

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    Matt Calton
    Grove & Dean Ltd
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  • 7.  RE: Change status when Computer is locked

    Posted 05-05-2020 11:19
    Hi Matt,
    We are seeing this behavior ("changing the agent from Meal to available ruining their stats when PC locks") in a few customers.  How did you fix it?

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    Bob Shappell
    Avtex Solutions, LLC
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  • 8.  RE: Change status when Computer is locked

    Posted 05-05-2020 11:55
    Hi Bob,

    I had a ticket opened for status changes, because they started behaving differently at first in late February and then again in March. I was told that it is by design that the Status will not revert back to the previous status if the user goes offline for more than about 1 minute. There are several reasons they may go offline, exit app, logout, lock computer, etc. There is no way around this. The only solution is to not go offline.

    I just created this idea, so please vote and spread the word to get additional votes, so something will be done to address this:
    https://purecloud.ideas.aha.io/ideas/ANA-I-101

    Please add comments and use cases as well.

    I am already working with someone at Genesys to help determine why it's not even working by design. Most of the time, you only get around 30 seconds instead of 1 minute.

    Prior to late February, we were actually seeing much longer than a minute. This led to the assumption that statuses were persistent. Especially since the documentation around it was non-existent.

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 9.  RE: Change status when Computer is locked

    Posted 04-10-2019 12:29
    so iOS app does or does not affect auto lock from desktop app ?

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    Ramsey
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  • 10.  RE: Change status when Computer is locked

    GENESYS
    Posted 04-10-2019 12:52
    If you have the iOS app open on your phone (your phone not locked) then the Desktop App will not set your status to Away when the computer locks (because you are not Away, you are active on your phone).


    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 11.  RE: Change status when Computer is locked

    Posted 04-21-2021 13:50
    Hi George,

    Is there a guide on the Beyond page that will show how to enable this status setting for when someone locks their computer?

    Thanks,

    Mark

    ------------------------------
    Mark Sorokach
    Travelers
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  • 12.  RE: Change status when Computer is locked

    GENESYS
    Posted 04-10-2019 08:32
    Edited by Cary Fehlinger 04-10-2019 08:33
    I'll add that your status will not change when your workstation is locked if you are currently "On Queue." This is the designed behavior at present. If you would prefer to have the ability to configure this behavior, there is an idea on the PureCloud Ideas Lab for which you can cast a vote:

    https://purecloud.ideas.aha.io/ideas/CLSELF-I-101

    ------------------------------
    Cary Fehlinger
    PureCloud Customer Care
    Genesys
    ------------------------------



  • 13.  RE: Change status when Computer is locked

    Posted 05-05-2021 11:48
    Edited by Mark Sorokach 05-05-2021 11:50
    Thanks, Cary.  Just to clarify. "On Queue" represents that they are available to take new queue calls, correct?


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    Mark Sorokach
    Travelers
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