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Knowledge Base

Irregular Console Client Disconnection and Logout

Publication Date:  2019-07-13  |   Views:  805  |   Downloads:  0  |   Document ID:  EKB1000073276


Issue Description

1. When an incoming call is connected to the SoftConsole, the SoftConsole displays a prompt message; however, the IP phone bound to the console client running on an agent's PC does not ring. When the agent re-logs in to the console client, the IP phone rings.
In addition, the console server irregularly logs out. As a result, the agent client is disconnected.

2. The SoftCo is running normally. Intra-office and outer-office calls can be made normally.

3. A screen snapshot of configuration items is taken, as shown in the following figure.

Handling Process

Step 1 Verify that the server is running normally and the client configurations are correct.

Analyze the logs.

Step 2 The PC with the console client installed obtains the IP address dynamically. With a period of time, the PC may obtain multiple IP addresses at the same time. If the client enables the auto mode to obtain the IP address, the PC uses multiple IP addresses that have been obtained to register with the SoftCo and console server respectively. When the SoftCo identifies that the client uses different IP addresses to register with the console server and SoftCo, the client is forcibly logged out.


Root Cause

The possible causes are as follows:
  • An error occurs on the network.
  • The console server is faulty.
  • Console server configurations are incorrect.