After end-impersonation, agent presence status is not marked as offline and remains whatever is set. - Known Error

After end-impersonation, agent presence status is not marked as offline and remains whatever is set. Description AMBChannelPresenceReaper does not clean up sys_amb_channel_presence records from nodes that are no longer part of the cluster

Steps to Reproduce

1. Login to your instance in two browsers. One as Admin and one as End User.

2. As Admin user, impersonate Agent and mark agent as available.

3. End impersonation and start chat from end user.

Expected - End impersonation should mark agent as offline

Actual - Agent is still online and available so end user's chat request goes to available agent.

Workaround 1. Go to the Users sys_user table and get the sys_id of the user experiencing the issue 2. Go to the Agent Presence sys_amb_channel_presence table and filter on Channel ID contains with the sys_id of the user captured in Step 1. 3. In a new tab open the Node State sys_cluster_state table 4. In the sys_amb_channel_presence table, look at the Node values of the records for that user and verify that the node is in an online state (e.g. if the presence is on Node 12345, make sure that Node 12345 is in available).

What we need to watch here is that:

- sys_cluster_state has a field called - Node ID which is the sys_id of the nodes. - you need to match this value with the Node field in the sys_amb_channel_presence table.

If an AMB Channel Presence record for that user refers to a node that is no longer online, then the user will be kept in the state they were in before the node became unavailable.

Once the record is manually deleted from the AMB Channel Presence table, the user status will work as normal.