Agents get logged out during their lunch state that is set to 1 hr.

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  • Updated 8 months ago
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Greetings all.  We are using RC Salesforce Agent for Windows.  A couple of our agents are being logged out while in the Lunch State that is set for 1 hr.  One was logged out at 36 min and the other at 40 min.  Two other agents are not experiencing this issue, they will get logged out at the 60 min mark.  Any suggestions?  Thanks 
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Alberto Cortez

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Posted 8 months ago

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Jitender Kumar, Director Application Development

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Hello Mr. Cortez, 
Greetings! Could you please clarify what you are referring as RC Salesforce Agent ? 
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Alberto Cortez

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"Ring Central's Salesforce agent" I believe is the equivalent of the "Max Agent"? The embedded control panel within salesforce. Sorry If I'm not using the correct terminology.
 
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Jitender Kumar, Director Application Development

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Thank you. I hope someone from our Contact Center  team will respond shortly
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Nathan Malone, U.S. Tier 2 Support

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Hello Alberto,

Sounds like there may be something wrong with the connection or with the Salesforce app itself. I looked at your account and it does look like the "Lunch" disposition is set correctly for a 1-hour log out. To troubleshoot this issue you will need to collect the logs from the Salesforce app and open a support case. Please follow the instructions below to pull the logs and attach them to your case.

Please make sure you note what User was logged out and when it happened in your case notes. Please also take a screenshot of any errors that appear on the Agent when is logged out if there are any.




Thank you.
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Alberto Cortez

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Nathan, We'll go ahead and update as suggested.  Thank you.
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Peter Czarnecki, Employee

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Hello team, do not worry I believe I understand what you mean.  With Contact Center an support agent will use a software agent (e.g. MAX, Thin, Salesforce integration, PowerAgent...) which will direct calls to their RingCentral phone if they are available.  The "lunch" state is just an unavailable code and the time can be set on this or any other code.  When it does time out, it does as you noted, logs the support agent out.  The times that they are in the states/codes are tracked so we can have the code timeout changed to something greater than 60 min, to really anything, though typically we see the timeouts set for most codes to 120 min.  I hope this helps, if not please let me know.


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