Support Article

An agent is kicked off from CTI login when another agent logs in

SA-33563

Summary



An agent is kicked off from CTI login when another agent logs in with same credentials.


Error Messages



Not Applicable


Steps to Reproduce



1. CSR1 logs in with etxension1. There is an active call in progress or no call in progress.
3. Another CSR logs in with same extension.
4. CSR1 is getting logged out and the CSR2 is logged in and the call is also in progress.


Root Cause



The current behavior, if a CSR tries to log into the same Agent or Station combo and the agent is logged in, the new login will take over the agent or station.

This is expected functionality from product.

If a CSR is logged in to one extension and user forgot to logout, then is trying to login from other system.

Then user should logout from previous one and allow him to login to this one.

Resolution

This is an expected behavior.

Published February 10, 2017 - Updated February 22, 2017

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