Forced agent transition to the logged out state

Last Updated : Feb 27, 2020 |
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CS 1000 user experience

Application Module Link (AML) messages from the server initiate the forced logout of the agent station.
When an agent misses an ACD call, the CS 1000 station can log this agent out. Otherwise, the agent moves into the Not Ready state.
A supervisor cannot log agents out.

Avaya Aura® Call Center Elite legacy SIP device user experience

The following are two types of the agent station logout:
  • Logout by time
  • Logout by a supervisor
To log out the agent station, the supervisor needs an H.323 configuration with the following available options:
  • А skill group logout
  • Location logout
Logout by time puts a group of agents at the end of the working day into the Logged Out state.
When an agent is on a call, the station remains logged in.

Avaya Device Adapter Snap-in user experience

The Avaya Aura® SIP endpoints do not support the forced supervisor logout by a supervisor.
The forced logout by time and by a supervisor takes place in the following way:
  • If an agent is not on an ACD or DAC call, the agent station logs out.
  • If an agent is on an ACD or DAC call, with the logout by time, the station provides a sound notification and displays the corresponding icon. The agent is logged out when they end the call.
After logging out, an agent can log in back again.