I can log agents on queues, but they cannot be paused.
2020-09-15The agent seems to log on successfully - on queue_log there will be a record for hotdesking and a ADDMEMBER record, all with the correct extensions; but they do not seem to be able to pause themselves because QueueMetrics is trying to pause an empty extension, e.g. 'SIP/' or ''.
You will notice this behavior when:
The problem can be easily fixed by removing the extension as an alias of an agent. In general, if you use hotdesking, specifying SIP aliases for your agents is rather suspicious, as hotdesking is in itself a temporary aliasing mechanism.
You will notice this behavior when:
- You are using hotdesking (parameter `default.hotdesking` not set to zero)
- You have a fixed SIP extension as an alias for this agent
- When you log the agent on, and look at the Real-time page, the agent appears with a blank extension
The problem can be easily fixed by removing the extension as an alias of an agent. In general, if you use hotdesking, specifying SIP aliases for your agents is rather suspicious, as hotdesking is in itself a temporary aliasing mechanism.