1. Channels Login

Error 'Account not in Department' Received When Agent Attempts to Log into Agent Client

THIS ARTICLE APPLIES TO:

Moxie Channels NetAgent version 7.0 and later.

ISSUE DESCRIPTION:

Agent receives the message 'Agent not in Department' when attempting to log into Agent Client. Log on attempt is unsuccessful.

ROOT CAUSE:

This issue occurs when a Department/Position is not assigned for the Agent's User Account.

SOLUTION OR WORK AROUND:

Assigning a Department/Posistion for an Agent’s User Account

Log in to the Moxie Channels Web Administrator with an account that has adminstrative access.

Click Accounts then User Accounts.

Locate and click on the Login Name for the Agent who is receiving this error.

Expand the Positions section.

To select the Positions, click in the boxes located in front of the Positions to be assigned to this User Account.

Click on the Update button at the bottom of the page

.

AFFECTED SYSTEMS & USERS:

Agents

ADDITIONAL INFORMATION:

Agents can have multiple Positions under multiple Departments assigned to their User Account. However, they must have at least one Posistion assigned in order to have access to Agent Client.

ESCALATION PROCEDURE:

If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.