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Agent access locked

Added by Matteo Candeloro almost 8 years ago

Version: 3.3-1449550800
Asterisk 1.8.23.0
Installation : All-in-one Server
Cloud Server : 2 x Intel(R) Xeon(R) CPU E5-2683 v3 @ 2.00GHz, 4 GB RAM (External network)
Agents : <20
Agent browser : Chrome

Goodmorning everyone,
this is the first time I write in this forum. I apologize for my bad English.

My Goautodial installation works perfectly, but I have a problem that does not allow to work to the fullest.

I'll explain. All agents are logged and receive calls, but every 5/10 minutes the clock stops and the agent does not receive call. This is done randomly and for no particular reason.

When the agent is logout and tries to log in, you will see his name written in red, and the administrator must do "Force logout."

Why does this happen? How can I fix this?

Thank you very much


Replies (3)

RE: Agent access locked - Added by Levy Ryan Nolasco almost 8 years ago

Hi,

It means that your agent didn't log out properly. To solve it use this link http://goautodial.org/projects/goautodialce/wiki/Howto_Force_Logout_an_Agent

RE: Agent access locked - Added by Matteo Candeloro almost 8 years ago

Hi Levy and thanks for your answer.
I know your method to force the logout of the agents.

The problem is different. I'll explain.
I wish that the agents do not lock. There is no reason in particular that leads the agents to stop responding.
I would like to understand what is the reason.
I would like to resolve the problem.
All agents are logged and receive calls, but every 5/10 minutes the clock stops and the agents does not receive call. This is done randomly and for no particular reason.
This problem does not happen at the same time for all agents. This is done randomly to one or more agents.
When the agent is logout and tries to log in, you will see his name written in red, and the administrator must do "Force logout."

Why agents are blocked?
Do you think that can happen because the server is out of our network?

I say this because when the server was located in our network, we did not have this problem.

Thank you a lot

RE: Agent access locked - Added by Levy Ryan Nolasco almost 8 years ago

Hi,

You will need to check the following if you are on a Hosted System.

1. Check the connection between you and your server. Try to do ping test or trace route. Check the latency and if there is a packet loss.
2. Check your dialer error logs on/when it happens.

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