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Unable to acquire license w ICBM when Int. Desktop launched first

  • 1.  Unable to acquire license w ICBM when Int. Desktop launched first

    Posted 3 days ago
    Hi all,

    Question for the community. We recently upgraded from 2019 R1 Patch 14 to 2020 R2 Patch 7. After the upgrade we ran into a new issue that we didn't uncover in testing prior to the upgrade nor did we have this issue on the 2019 R1 platform.

    The situation is this. With working from home some of our agents/supervisors use two workstations. On one workstation they run SIP Soft Phone and answer/place calls. On the second workstation they run ICBM.

    The issue is, if the agent opens up Interaction Desktop first and run SIP Soft Phone then launches ICBM​ on the second workstation, ICBM cannot acquire many of the licenses they need (Agent/Workgroup Views, Int. Reporter, etc).

    We can recreate this on-demand by running Int. Desktop and ICBM on different workstations (running 2020 R2 P7). Int. Desktop needs to be launched first to create the problem and it does require testing from two workstations.

    Has anyone else encountered this? Support says there is an SCR for it but we cannot locate the SCR and we don't have a timeline for a fix. The workaround is to launch ICBM first and then Int. Desktop/SIP Soft Phone second.

    Curious if anyone else has ran into this or can test for it. No idea when it may have been introduced by must be sometime between 2019R1 and 2020R2.

    Thanks in advance,
    Shane​
    #PlatformAdministration
    #SystemAdministration


  • 2.  RE: Unable to acquire license w ICBM when Int. Desktop launched first

    GCAP Member
    Posted 3 days ago
    Hi Shane,

    I just wanted to verify you are using Interaction Desktop and not interaction Connect?

    I have not heard of this issue with Interaction Desktop, but this is a known issue with Interaction Connect, as Connect is setup to utilize the supervisor license.

    Thank you,
     Scott

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    Scott Williams
    Missouri Higher Education Loan Authority
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  • 3.  RE: Unable to acquire license w ICBM when Int. Desktop launched first

    Posted 3 days ago
    Hi Scott,

    Thanks for the reply. Nope, we are not using Int. Connect in this scenario. We have ran into the same type issue w Int. Connect should it be launched first but have never ran into this with Int. Desktop.

    Now this does only seem to come into play with Int. Desktop running on one machine and ICBM on a second (and of course Int. Desktop launched first).

    Our staff sometimes run SIP Soft phone while at home, then RDP into a second machine to launch ICBM and this is when the issue is noticed.

    It's not a total show stopper but we have gotten many complaints/tickets on the issue since our upgrade a few weeks ago. It seems to be a definite change in licensing behavior from 2019R1.

    Thanks again for the reply,
    Shane

    ------------------------------
    Shane Jenkins
    SAIC
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  • 4.  RE: Unable to acquire license w ICBM when Int. Desktop launched first

    GCAP Member
    Posted 3 days ago
    I just tested and we have the same issue, and would explain an issue i experienced yesterday. I was trying to log in to ICBM as another user, using their local I3 account, but kept saying license was already taken.

    I looked at  SCR here: https://help.genesys.com/pureconnect/releasenotes/

    The only one license related i see is  IC-158146. That doesn't sound like its addressing what we are seeing, so its possible it is still being reviewed by developers.

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    Scott Williams
    Missouri Higher Education Loan Authority
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  • 5.  RE: Unable to acquire license w ICBM when Int. Desktop launched first

    Posted 22 hours ago
    Thanks for testing it out on your system. Out of curiosity, are you running 2020 R2 or another version?

    Thanks again

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    Shane Jenkins
    SAIC
    ------------------------------