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Agent Status Forcibly Set to Busy or Agent Forced to Log Out

Publication Date:  2015-06-30 Views:  560 Downloads:  0
Issue Description
After an agent logs in to the Agent Client system, the agent is forced to enter the busy state or log out of the system.
Handling Process
 If the Agent Management system is not required, you must disable the JMS connection and database connection on the Agent Gateway.
1. Log in to the Agent Gateway as the installation user, for example, elpis.
2. Set GAEA.JMS.FLAG and GAEA.DB.FLAG both to OFF in the file.
CLUSTER_NAME = AgentGateway0
 If the Agent Management system is required, ensure that:
− The JMS connection between the Agent Gateway and the Agent Management is successful.
For details, see 4.4 Abnormal Status of the Agent Gateway, ICS Gateway, or ICS Client.
− The Agent Gateway is correctly connected to the Agent Management service database.
For details, see 5.2 Failure to Query the User Authentication Mode.
If the fault still persists, obtain help through the channels described in Help Channels.
Root Cause
 The office where the agent resides does not use the Agent Management system, while the Agent Management service has been started.
 The JMS connection between the Agent Gateway and the Agent Management fails and continuously attempts to reconnect.