Genesys Engage on-premises

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  • 1.  Tserver setting logout-on-disconnect

    Posted 07-26-2024 18:29

    We have a client softphone app that uses the Genesys PDSK.

    There are time when the agent loses the connection, and we are able to reconnect.  However, the agent is getting unregistered, which they have to then relogin.

    I see there is an option for logout-on-disconnect, which we have set to true.

    If we change this to false, what other scenarios might this cause an issue with?


    #SIP/VolP

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    Dawn Maciejewski
    NiSource Corporate Services Company
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  • 2.  RE: Tserver setting logout-on-disconnect

    Posted 07-29-2024 09:49

    It could be affected by VPN disconnects and the behavior of the softphone may depend on how it is coded to support that scenario.

    You should check with the vendor of your application.



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    David Watson
    TTEC Digital
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  • 3.  RE: Tserver setting logout-on-disconnect

    Posted 07-29-2024 11:56

    Thanks for responding.  Currently, our code does reconnect (if there is a network interruption or VPN Disconnect), but Genesys no longer acknowledges the agent as registered.  

     

    For example, In our PDSK java code, we try to set the agent status for Not Ready, and we receive an error message: 

     

    Error Set is in wrong state for invocation Code 185

     

    Dawn Maciejewski

    NiSource, Inc

    Lead IT Systems Analyst

    Call Center Applications & Technology

     

    Mobile: 219-337-2149

    Email: dmaciejewski@nisource.com

     

     

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  • 4.  RE: Tserver setting logout-on-disconnect

    Posted 07-29-2024 13:41

    It's a bit out of my wheelhouse, but I think for the set in wrong state for invocation means that the dn is no longer registered, so you may need to look at re-registering the DN. Also the state of these t-server options may impact behavior. Hopefully that helps:)

    agent-logout-on-unreg

    Specifies whether T-Server performs an automatic logout of an agent whenever their client application unregisters the DN from T-Server.

    This happens whenever a client application disconnects from T-Server.

    ________________________________________

    logout-on-disconnect

    Default Value: true

    Valid Values: true, false

    Changes Take Effect: Immediately

    Specifies whether the T-Server performs an automatic logout of an agent whenever their client application unregisters the DN from the T-Server. This happens also whenever a client application disconnects from the T-Server.

    ________________________________________

    logout-on-out-of-service

    Default Value: false

    Valid Values: true, false

    Changes Take Effect: Immediately

    Specifies whether T-Server performs an automatic logout of an agent when the agent device goes out of service. If set to true, T-Server generates an EventAgentLogout if the device on which the agent is logged in goes to the out of service state and updates internal agent state. If set to false, T-Server does not perform any action in this scenario.



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    David Watson
    TTEC Digital
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