The agent seems to log on successfully - on queue_log there will be a record for hotdesking and a ADDMEMBER record, all with the correct extensions; but they do not seem to be able to pause themselves because QueueMetrics is trying to pause an empty extension, e.g. 'SIP/' or ''.

You will notice this behavior when:

• You are using hotdesking (parameter `default.hotdesking` not set to zero)
• You have a fixed SIP extension as an alias for this agent
• When you log the agent on, and look at the Real-time page, the agent appears with a blank extension

This is caused by the fact that the physical extension you are using (e.g. SIP/223) appears in the configuration as an alias for one or more agents. As aliases have priority over hotdesking records, the extension will be translated to the agent that uses it as an alias, therefore "snatching" it from the hotsdesking record.

The problem can be easily fixed by removing the extension as an alias of an agent. In general, if you use hotdesking, specifying SIP aliases for your agents is rather suspicious, as hotdesking is in itself a temporary aliasing mechanism.