Troubleshooting Tip: The Agent widget of the call center portal shows a long login time

This behavior occurs on a FortiVoice that has not been upgraded from v6.4.10 or v7.0.6.

While running database debugging, the following DB error appears in system event logs:

2025-04-28 12:00:30.649 log_id=1102002621 type=kevent subtype=system pri=information user= ui= action=none status=none msg="DB exception(pid=2621): <1690>BIGINT UNSIGNED value is out of range in 'unix_timestamp() - `fvmonitor`.`qa`.`lastCall`', query:SELECT queue, FULL_AGENT_NAME(agentId) as agent, AGENT_MGMT_STATUS(queue, agentId) as status, SUM(duration) AS duration, reason FROM (SELECT queue, agentId, displayName, IFNULL(TIMESTAMPDIFF(second, status_start, now()),0) as duration, reason FR"

1. The long login issue was fixed by logging out and logging back in.
2. The database throws an exception 'BIGINT UNSIGNED value is out of range in 'unix_timestamp() - `fvmonitor`.`qa`.`lastCall`', and likely results in a 'Monitor Review unavailable' message in the Call Center in the GUI.

Solution:

• The type of unix_timestamp() - qa.lastCall will cast to an Unsigned Int.
• If lastCall is bigger unix_timestamp(), it will trigger 'BIGINT UNSIGNED value is out of range' due to a negative value.
• If it was cast to unix_timestamp() and lastCall as signed, the negative value is acceptable.

The DB exception issue has been fixed in v7.2.2. Upgrade FortiVoice to v7.2.2.