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  • 1.  multiple participants is not allowed Error

    Posted 3 hours ago

    Has anyone seen the issue where an agent receives the error "multiple participants is not allowed"?  We have an agent that is receiving that error and it stops them from logging out and they are unable to take calls.  After they reboot their computer, they are good for awhile but then it happens again.


    #Other

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    Mark
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  • 2.  RE: multiple participants is not allowed Error

    Posted 3 hours ago

    Hello Mark, 

    This kinda sounds like a stuck interaction symptom. Calls that get stuck on a user or queue typically can be identified when an agent is stuck in an interacting status and can no longer recieve ACD calls. 

    You can check this by:
    1. Navigate to Menu > Analytics > Analytics Workspace > Queue Activity
    2. Check if any interactions are still assigned to the affected agent
    3. Look for Live Conversation entries under Menu > Analytics > Analytics Workspace > Interactions

    If you find any stuck interactions you can manually clear them using the disconnect interactions tool or if you have quiet a few contact Product support and they can manually clear them as well. If you have multiples it might indicate something is going on under the hood and opening a product support ticket is the best path so they can take a look. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: multiple participants is not allowed Error

    Posted 2 hours ago

    Hello Cameron,

    I checked and they don't have any stuck interactions.



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    Mark
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    Original Message


  • 4.  RE: multiple participants is not allowed Error

    Posted 2 hours ago

    Thanks Mark! My next best course of action is opening a case with Product support. They will need to take a look at your Org to see what is going on in the backend. I have personally never experienced this error so getting Product support on it might be a good idea. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 5.  RE: multiple participants is not allowed Error

    Posted 49 minutes ago

    Hi Mark,

    Have you tried leaving the console and network logs running and checking what shows up in the logs when this message appears? Console logs usually help me a lot with these kinds of weird behaviors.



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    Camila Meneghini
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