Hi,

We enabled new feature  "End Interactions Automatically when Agents Logoff" as per "https://help.mypurecloud.com/articles/configure-call-work-settings/" but it fails to work when tested.

TEST:

1. Receive or make a "ABC" Division queue call
2. After the call ends, don't select a wrap up code
3. Logout 
4. Expect that the interaction wraps up with  ININ-SYSTEM-LOGOUT

Result: When trying to log out, this pops up: "Your session has become invalid while on a call"

""

This does not happen for DEMO division queues. The DEMO division  queue and "ABC" division queue is setup exactly the same.  Anyone else facing this issue?

We opened a case with Support but it's been slow.

Thanks

Suren

This sounds like a permission issue on the Division.  Make sure the agent in question has Agent Role assigned to both divisions. 

Hi,

We enabled new feature  "End Interactions Automatically when Agents Logoff" as per "https://help.mypurecloud.com/articles/configure-call-work-settings/" but it fails to work when tested.

TEST:

1. Receive or make a "ABC" Division queue call
2. After the call ends, don't select a wrap up code
3. Logout 
4. Expect that the interaction wraps up with  ININ-SYSTEM-LOGOUT

Result: When trying to log out, this pops up: "Your session has become invalid while on a call"

""

This does not happen for DEMO division queues. The DEMO division  queue and "ABC" division queue is setup exactly the same.  Anyone else facing this issue?

We opened a case with Support but it's been slow.

Thanks

Suren

Yes, they roles, division, are both the same. The variation in the test is only the queue used. It's with dev/engineering now.

Thanks

Suren 

This sounds like a permission issue on the Division.  Make sure the agent in question has Agent Role assigned to both divisions. 

Hi,

We enabled new feature  "End Interactions Automatically when Agents Logoff" as per "https://help.mypurecloud.com/articles/configure-call-work-settings/" but it fails to work when tested.

TEST:

1. Receive or make a "ABC" Division queue call
2. After the call ends, don't select a wrap up code
3. Logout 
4. Expect that the interaction wraps up with  ININ-SYSTEM-LOGOUT

Result: When trying to log out, this pops up: "Your session has become invalid while on a call"

""

This does not happen for DEMO division queues. The DEMO division  queue and "ABC" division queue is setup exactly the same.  Anyone else facing this issue?

We opened a case with Support but it's been slow.

Thanks

Suren

And the person testing had an Agent role in that division?

Yes, they roles, division, are both the same. The variation in the test is only the queue used. It's with dev/engineering now.

Thanks

Suren 

This sounds like a permission issue on the Division.  Make sure the agent in question has Agent Role assigned to both divisions. 

Hi,

We enabled new feature  "End Interactions Automatically when Agents Logoff" as per "https://help.mypurecloud.com/articles/configure-call-work-settings/" but it fails to work when tested.

TEST:

1. Receive or make a "ABC" Division queue call
2. After the call ends, don't select a wrap up code
3. Logout 
4. Expect that the interaction wraps up with  ININ-SYSTEM-LOGOUT

Result: When trying to log out, this pops up: "Your session has become invalid while on a call"

""

This does not happen for DEMO division queues. The DEMO division  queue and "ABC" division queue is setup exactly the same.  Anyone else facing this issue?

We opened a case with Support but it's been slow.

Thanks

Suren

Did you ever resolve this issue?  Hearing reports of the same error message "Your session has become invalid while on a call."  Have yet to replicate the issue in a lab but curious to see if you were able to resolve.  

And the person testing had an Agent role in that division?

Yes, they roles, division, are both the same. The variation in the test is only the queue used. It's with dev/engineering now.

Thanks

Suren 

This sounds like a permission issue on the Division.  Make sure the agent in question has Agent Role assigned to both divisions. 

Hi,

We enabled new feature  "End Interactions Automatically when Agents Logoff" as per "https://help.mypurecloud.com/articles/configure-call-work-settings/" but it fails to work when tested.

TEST:

1. Receive or make a "ABC" Division queue call
2. After the call ends, don't select a wrap up code
3. Logout 
4. Expect that the interaction wraps up with  ININ-SYSTEM-LOGOUT

Result: When trying to log out, this pops up: "Your session has become invalid while on a call"

""

This does not happen for DEMO division queues. The DEMO division  queue and "ABC" division queue is setup exactly the same.  Anyone else facing this issue?

We opened a case with Support but it's been slow.

Thanks

Suren

Yes, they roles, division, are both the same. The variation in the test is only the queue used. It's with dev/engineering now.

Thanks

Suren 

This sounds like a permission issue on the Division.  Make sure the agent in question has Agent Role assigned to both divisions. 

Hi,

We enabled new feature  "End Interactions Automatically when Agents Logoff" as per "https://help.mypurecloud.com/articles/configure-call-work-settings/" but it fails to work when tested.

TEST:

1. Receive or make a "ABC" Division queue call
2. After the call ends, don't select a wrap up code
3. Logout 
4. Expect that the interaction wraps up with  ININ-SYSTEM-LOGOUT

Result: When trying to log out, this pops up: "Your session has become invalid while on a call"

""

This does not happen for DEMO division queues. The DEMO division  queue and "ABC" division queue is setup exactly the same.  Anyone else facing this issue?

We opened a case with Support but it's been slow.

Thanks

Suren

Hi,

We enabled new feature  "End Interactions Automatically when Agents Logoff" as per "https://help.mypurecloud.com/articles/configure-call-work-settings/" but it fails to work when tested.

TEST:

1. Receive or make a "ABC" Division queue call
2. After the call ends, don't select a wrap up code
3. Logout 
4. Expect that the interaction wraps up with  ININ-SYSTEM-LOGOUT

Result: When trying to log out, this pops up: "Your session has become invalid while on a call"

""

This does not happen for DEMO division queues. The DEMO division  queue and "ABC" division queue is setup exactly the same.  Anyone else facing this issue?

We opened a case with Support but it's been slow.

Thanks

Suren

I enabled "End Interactions Automatically when Agents Logoff" Org wide and had to disable it again after a month or so as multiple agents were getting thrown out to the logon screen at the voice interaction disconnect stage - before they selected a wrap up code or even wrote up their notes. The system gave them the wrap up code of " ININ-SYSTEM-LOGOUT". I checked a few things and found the common issue started when i activated this feature. Disabling the feature and the issue went away for all. Annoying as a few of our agents do forget to wrap up their last call of the day and log out. It would be good if this is fixed as we would definately use it.

Hi,

We enabled new feature  "End Interactions Automatically when Agents Logoff" as per "https://help.mypurecloud.com/articles/configure-call-work-settings/" but it fails to work when tested.

TEST:

1. Receive or make a "ABC" Division queue call
2. After the call ends, don't select a wrap up code
3. Logout 
4. Expect that the interaction wraps up with  ININ-SYSTEM-LOGOUT

Result: When trying to log out, this pops up: "Your session has become invalid while on a call"

""

This does not happen for DEMO division queues. The DEMO division  queue and "ABC" division queue is setup exactly the same.  Anyone else facing this issue?

We opened a case with Support but it's been slow.

Thanks

Suren

I enabled "End Interactions Automatically when Agents Logoff" Org wide and had to disable it again after a month or so as multiple agents were getting thrown out to the logon screen at the voice interaction disconnect stage - before they selected a wrap up code or even wrote up their notes. The system gave them the wrap up code of " ININ-SYSTEM-LOGOUT". I checked a few things and found the common issue started when i activated this feature. Disabling the feature and the issue went away for all. Annoying as a few of our agents do forget to wrap up their last call of the day and log out. It would be good if this is fixed as we would definately use it.

Hi,

We enabled new feature  "End Interactions Automatically when Agents Logoff" as per "https://help.mypurecloud.com/articles/configure-call-work-settings/" but it fails to work when tested.

TEST:

1. Receive or make a "ABC" Division queue call
2. After the call ends, don't select a wrap up code
3. Logout 
4. Expect that the interaction wraps up with  ININ-SYSTEM-LOGOUT

Result: When trying to log out, this pops up: "Your session has become invalid while on a call"

""

This does not happen for DEMO division queues. The DEMO division  queue and "ABC" division queue is setup exactly the same.  Anyone else facing this issue?

We opened a case with Support but it's been slow.

Thanks

Suren