Issue with Agent Queue Status Indicator - Malfunction or Misunderstanding

[pmterp]

I've tested this on 15.5 SP6 and on 16 SP1 and got the same results.

To summarize: When the agent is in DND, calls are routed as expected but the queue status for the agent shown in the admin panel > Extensions > Status as well as the "Q" in the web client and mobile app are not updated to reflect they are logged out.

Here is why this is a problem: Agents are noticing in the web client and mobile app that the "Q" is still lit when they are in DND mode so they are touch/clicking it to gray it out to ensure they are logged out of the queue. However, since they have explicitly logged out of the queue, when their status is changed back to Available, they are remaining logged out of the queue.

Details:
Ext 100 is a Queue Agent in Queue 800.
Ext 100's Forwarding Tab > Available does not have the "Log out of Queues" box checked and > Do Not Disturb does have the box checked (the default settings).

When 100 is in Available, their status, "Available", as well as their queue status, "Logged In", are properly displayed by clicking the Status button in the Extensions page as well as in the web client and on the mobile app (tested with Android). If a call comes in, it is delivered as expected.

If 100 is changed to Do Not Disturb via Status button, web client, mobile app, or auto-switched based on business hours, their status is changed to "Do Not Disturb" but clicking the Status button still shows a queue status of "Logged In". Also, in the web client and in the mobile app, the "Q" is still "lit" like they are in the queue. However, if I check the Switchboard view, it does properly show 100 as Logged Out and queue calls are not delivered to the extension.

Is this expected behavior? If so, why?

 

[TBWD]

Be sure to select "Log out from queues" from the forwarding rules in the extension

 

[pmterp]

Be sure to select "Log out from queues" from the forwarding rules in the extension

It is checked for DND and the agent does get logged out. The issue is the the Queue Status indicator.

 

[TBWD]

I just tested it on our system, V16, Windows client showed me logged out, web client showed me logged in, Now I see your point.

 

[pmterp]

I just tested it on our system, V16, Windows client showed me logged out, web client showed me logged in, Now I see your point.

Oh, thanks. I didn't check the Windows client since we're recommending users get use to the web client.

 

[YiannisH_3CX]

Hello @pmterp

As you may know there are 2 different states of logged in/out for queues. The one is the general login/logout which is indicated by the management console status. The other is the explicit login/logout which a manager or a user can perform to specific queues so that an agent can be logged in to one queue but logged out of another queue.
The DND status does the same as the explicit login/logout.When triggered it explicitly logs the agent out of all queues but the general status for that agent is still logged In. So the status is reflected in the web client next to each Queue but the general "Q" button is still lit and the status in the management console is still logged In. This happens so the explicit login / logout works correctly in all scenarios.

 

[pmterp]

Thanks @YiannisH_3CX for that explanation.