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Old 07-09-2009   #1 (permalink)
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Unable to log into ACD queue
Weird issue.

Someone is able to log into the ACD queue with no issue. Suddenly, today, they are unable to log in.

When trying to log in, they get a "Invalid User ID" message when doing so. Nothing has changed in the PBX system. I'm kind of stumped. I've looked at the ACD queue programming and the key is there for her position ID.

Anyone have any ideas?
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Old 07-09-2009   #2 (permalink)
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Sounds like someone accidentally logged in with that ID somewhere else. If you try another ID on her phone it works right?
Last edited by ngensys; 07-09-2009 at 02:08 PM.
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Old 07-09-2009   #3 (permalink)
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If you can, run a Call by Call Report and see who is using the login ID.
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Old 07-09-2009   #4 (permalink)
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Quote:
Originally Posted by John_In_Dakota View Post
If you can, run a Call by Call Report and see who is using the login ID.
Sorry, I'm kinda new to this.

We are using TM 3.0, would you be able to explain further?
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Old 07-10-2009   #5 (permalink)
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John is talking about Symposium reports. If you do have it then you can generate that report. Your TM will not be able to give reports on this.

If your system is running basic ACD, then the only way to trace would be from the C2 reports.
You can see the login agent ID in Report 4 (last column).
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Old 07-10-2009   #6 (permalink)
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You could also look at the Real Time Display and find that user ID and where it is currently logged in. Then, call that phone, area, supervisor and explain the situation. I definately sounds like someone else is using the same ID.


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