Maintaining and Troubleshooting Avaya one-x Agent

Maintaining and Troubleshooting Avaya one-x Agent Release 1.0 June 2009

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IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. 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Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: http://support.avaya.com Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Trademarks Avaya, the Avaya logo, one-x are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All non-avaya trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Contact Avaya Support Avaya Inc. provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http:// www.avaya.com/support License type Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. 2 Maintaining and Troubleshooting Avaya one-x Agent June 2009

Contents Chapter 1: Introduction...5 Event logs...5 Logging levels...7 Configuration files...8 Chapter 2: Troubleshooting overview...11 Initial configuration and administration issues...11 Login and network connection issues...12 Call related issues...13 Audio related issues...14 Video related issues...16 Voice Mail related issues...16 Contact List Issues...17 Directory Issues...17 User interface related issues...17 Online help issues...18 Index...19 Maintaining and Troubleshooting Avaya one-x Agent June 2009 3

Contents 4 Maintaining and Troubleshooting Avaya one-x Agent June 2009

Chapter 1: Introduction Avaya one-x Agent records events and errors in log files. You can configure Avaya one-x Agent services and desktop applications by modifying the appropriate configuration file. This chapter contains information relating to diagnostic tools, logging files, and configuration files. Related topics: Event logs on page 5 Logging levels on page 7 Configuration files on page 8 Event logs Event logs are listings of Avaya one-x Agent and SPARK Emulator applications' events and errors. These files are recorded in Windows profile for a specific Windows user account (C: \Documents and Settings\<user>\Application Data\Avaya\one-X Agent \1.0\Log Files). In the event of an unhandled exception, a system administrator can troubleshoot the problem by analyzing the log files. The following table lists the generated log files and its contents: Configuration File OneXAgent.log (Avaya one-x Agent Application) Contents The OneXAgent.log file provides Debug logging of user interface (UI). It contains all the logging information about Avaya one-x Agent for the current date. Note: To troubleshoot the control flow through the application code, the agent must enable the DEBUG level logging in the Event Logging panel. H323Station.txt (SPARK Emulator) EndpointLog.txt (SPARK Emulator) The H323Station.txt log file contains button and FAC data. The EndpointLog.txt log file provides general phone logging. It contains H. 323 and state model. Maintaining and Troubleshooting Avaya one-x Agent June 2009 5

Introduction AudioLog.txt (SPARK Emulator) IspeacLog.txt (SPARK Emulator) Video.vg2 (mcsys) AVC.txt (AVC) Configuration File AVC-OneXAgentUI.txt Contents The AudioLog.txt provides audio interface logging. It contains Audio/ VoIP related information. The IspeacLog.txt Provides Audio and Codec logging. The Video.vg2 provides general video logging. Contains Polycom Video components logging. This is a binary file that can be opened using the QuickView program that ships with Polycom Video. This log file can be found at C:\Documents and Settings\<user> \Application Data\Polycom \Video Contains AVC component logging. The logging contains communication between AVC and SPARKEmulator and AVC and AVCClient. The AVC.txt log file can be found in C:\Documents and Settings\<user>\Application Data\Avaya\Avaya one-x Communicator\Log Files folder. Log Level for the AVC component can be changed by changing the LogLevel value in HKLM\Software\Avaya \Avaya one-x Communicator \AVC. Contains AVCClient component logging within Avaya one-x Agent. The logging contains communication between AVCClient and AVC. The AVC- OneXAgentUI.txt log file can be found in C:\Documents and Settings \<user>\\application Data \Avaya\Avaya one-x Communicator\Log Files folder. Log Level for the AVC Client component can be changed by changing the LogLevel value in HKLM\Software \Avaya\Avaya one-x Communicator\AVCClient. Important: Any level of logging can affect the system performance including the message sequences of the SPARK Emulator. Therefore, the SPARK Emulator logging is disabled. Avaya 6 Maintaining and Troubleshooting Avaya one-x Agent June 2009

Logging levels recommends closing all other applications running on the desktop computer if the SPARK Emulator logging is enabled. To enable the logging for SPARK Emulator, contact Avaya support. Logging levels Avaya one-x Agent offers four different types of logging levels. These four levels of logging are applicable to the onexagent.log files. To enable logging level for Avaya one-x Agent, on the top bar, click System Options > System settings and select Event Logging. Agents can use the following logging levels to view or record log files: Name ERROR Description The ERROR level logging includes application errors that prevent a function from completing normally. If enabled, Avaya one-x Agent records all ERROR messages. WARNING The WARNING level logging includes warnings that indicate possible problems, but the execution continues. If enabled, Avaya one-x Agent records ERROR and WARNING messages. INFO The INFO level logging includes certain executed code points and informational messages that highlight the progress of the application at coarse-grained level. If enabled, Avaya one-x Agent records ERROR, WARNING, and INFO messages. Note: Avaya recommends INFO level logging to be turned on in production environments. DEBUG The DEBUG level logging designates fine-grained informational events that are most useful to debug the application. The DEBUG log level provides a detailed view of the function call and return stack. If enabled, Avaya one-x Agent records all levels of error messages. Important: Avaya does not recommend enabling the DEBUG level logging as there is a possible potential performance issues relating to the workstation especially when under-load of other applications, except for troubleshooting a specific issue that are not apparent in the INFO level logs. Important: By default, the SPARK Emulator logging is disabled. Any level of logging can effect the performance and perhaps even message sequences of the emulator. Avaya recommends closing all other application running on the desktop computer if the SPARK Emulator logging is enabled. Maintaining and Troubleshooting Avaya one-x Agent June 2009 7

Introduction Configuration files The table below lists the configuration files that Avaya one-x Agent services and applications provide. The configuration files are stored at Data\Avaya\One-X Agent\1.0 Configuration file Settings.xml AudioGreetings.xml AuxReasonCodes.xml log4net.xml LogOutReasonCodes.xml Preferences.xml RingTones.xml ScreenPops.xml SelectedPhoneFeatures.xml TouchToneShortcuts.xml VuStatMonitor.xml Application/Service Contains Settings for: Video Directory Outlook Contact Logging Voice Mail Launch Application Profile Click-To-Dial Contains information on the administered Agent Greetings Contains information on the administered Aux Reason Codes Contains information on controlling logging Contains information on the administered LogOut Codes Contains information on UI Preferences like Windows positions Contains information on custom ring tones Contains information on Screen Pops Contains information on the feature buttons selected from the dialpad Contains information on the administered touch tone shortcuts Contains information on the administered VuStats 8 Maintaining and Troubleshooting Avaya one-x Agent June 2009

Configuration files Configuration file WorkReasonCodes.xml Application/Service Contains information on the administered Work Codes If any configuration file corrupts, you can delete, rename, or backup the file. The system copies the default file from the install directory. If the default file is not available in the Install directory, the system generates a blank configuration file. Note: You can change the configuration file format by editing an XML configuration file using Notepad tool. Maintaining and Troubleshooting Avaya one-x Agent June 2009 9

Introduction 10 Maintaining and Troubleshooting Avaya one-x Agent June 2009

Chapter 2: Troubleshooting overview This section provides information that assist you in troubleshooting problems with your Avaya one-x Agent. The section is divided into topic areas to locate information that you need as quickly as possible. Related topics: Initial configuration and administration issues on page 11 Login and network connection issues on page 12 Call related issues on page 13 Audio related issues on page 14 Video related issues on page 16 Voice Mail related issues on page 16 Contact List Issues on page 17 Directory Issues on page 17 User interface related issues on page 17 Online help issues on page 18 Initial configuration and administration issues You may consider checking the following administration and configuration issues to quick-fix some of the basic issues while using Avaya one-x Agent. Agent is logged out immediately after logging in. When an agent tries to start Avaya one-x Agent, an error message appears stating that the agent do not have sufficient Avaya one-x Agent license. When an agent registered to an Communication Manager in Another Other Phone (Telecommuter) mode attempts to make call, the call fails. This happens if the agent has not registered the extension for the auto answer option in Communication Manager. The agent must register the extension with Communication Manager. This happens if any Avaya IP Agent users have registered the extension with Communication Manager. Avaya one-x Agent will consume the Avaya one-x Agent license, if available. This happens if the agent has defined the dialing rules incorrectly or entered incorrect Service Link Number at the time of registration. Correct the error and restart Avaya one-x Agent. Maintaining and Troubleshooting Avaya one-x Agent June 2009 11

Troubleshooting overview The Message Waiting indicator on Avaya one-x Agent is not active. The agent s desktop computer does not ring to alert an incoming call. When an agent closes an ACD Work Item, the system does not return the agent state to Ready, instead it returns to the AUX state. An agent has defined Auto Complete in the Work Handling panel of System Settings and the auto complete feature is working accordingly. However, the agent observes that the Communication Manager Manual-In button is active and not Auto-In. This happens if the agent has not enabled the Voice Mail option. The agent must enable the Voice Mail option in the Voice Mail Integration option in Systems Settings. This happens if the agent has not turned on the enabled the option in the audio option. The agent must turn on the Play Ringing through the Speakers option in the Audio settings in the Agent Preferences dialog box. This happens due to one or all of the following reasons: If the agent has any active calls on the desktop computer that are direct-in or direct-out calls. The agent must close the call before Communication Manager allows the agent to change the agent state to Ready in order to receive a new ACD call. If the agent has defined the work handling option to Manual Ready in System Settings. The agent must ensure that the work handling option is set to Auto Ready to maintain the traditional behavior. This happens as Avaya one-x Agent controls many of the Communication Manager buttons on its own to execute enhanced and normalized agent operations (except for the CM Ready Mode). To keep the state transition model clean, Avaya one-x Agent always starts from a Manual-In Ready position, monitoring and adjusting state buttons as needed to implement the defined and configured Avaya one-x Agent actions required. Login and network connection issues The following table list error messages or other problems associated while registering as a station with Communication Manager and while logging as an agent with the ACD server. Problem Description Login to Agent failing 12 Maintaining and Troubleshooting Avaya one-x Agent June 2009

Call related issues Problem Description Check if agent extension and password is correct. Check if the agent has registered the extension for the auto answer option in Avaya Communication Manager. Try logging in using the Agent FAC. Try remote logging out using the Agent FAC. CRASH on startup Login to station failing Agent Login button not visible Check if OneXAgentUI.exe is running in Task Manager and kill it. Check if user name and password is correct Check the IP address of Avaya Communication Manager Check if SparkEmulator.exe is running in Task Manager. Check if aux-work, auto-in/manual-in, after-call buttons are properly configured on the station. Note: Logging in IP Agent and Avaya one-x Agent on the same machine with the same extension is not allowed. This also applies to Avaya one-x Agent running on Citrix. However, you can use IP Agent and Avaya one-x Agent on the same system provided you register to two different extensions. Call related issues The following table lists the problems that are associated with making or receiving calls through Avaya one-x Agent. The ACD service logs out an agent immediately after logging in to the ACD server Agents cannot make calls Check if the extension for the auto answer option in administered on Communication Manager Maintaining and Troubleshooting Avaya one-x Agent June 2009 13

Troubleshooting overview Check if the agent is registered with the ACD service Check if the dialing rules are defined correctly Check if the agent has entered the correct Service Link number at the time of registration. Check if the agent extension is administered on Communication Manager Audio related issues The following table lists the audio and VoIP problems and recommends possible resolution to troubleshoot the problem. The remote party cannot here the agent. The agent computer does not ring to alert an incoming call. Agents cannot make calls. The voice quality is poor when using VoIP (My Computer configuration). Ensure that the agent has defined the correct sound device in the advanced tab of the Agent Preferences dialog box. Ensure that the sound device is configured properly through Windows. Ensure that excessive background or personal computer noises are not preventing voice transmission. Ensure that the agent has not muted the microphone or headset. Check if the agent has enabled the Play Ringing through the Speakers option in the Audio settings in the Agent Preferences dialog box. Ensure that an improper Codec is not in use. Ensure that the network can support the bandwidth required for Voice-over-IP. 14 Maintaining and Troubleshooting Avaya one-x Agent June 2009

Audio related issues Ensure that your personal computer has enough system resources to handle VoIP communications in addition to the applications being used. If you are experiencing problems while using Internet Explorer, disable the Play Sounds feature of Internet Explorer. The voice quality of the remote party is poor when using VoIP (My Computer configuration). Receiving and transmitting audio is delayed using VoIP (My Computer configuration). Echo and poor voice quality while using VoIP (My Computer configuration) After restarting Avaya one-x Agent, audio does not work Lower the gain setting on the microphone. Ensure that your personal computer has enough system resources to handle VoIP communications in addition to the applications being used. If you are experiencing problems while using Internet Explorer, disable the Play Sounds feature of Internet Explorer. Ensure that your Avaya communication server is optimized to handle shuffling and hair-pinning for Voice-over-IP. See your Avaya communication server documentation for more information. Ensure that your personal computer has enough system resources to handle VoIP communications in addition to the applications being used. If you are experiencing problems while using Internet Explorer, disable the Play Sounds feature of Internet Explorer. Ensure that your personal computer has enough system resources to handle VoIP communications in addition to the applications being used. If you are experiencing problems while using Internet Explorer, disable the Play Sounds feature of Internet Explorer. On the top bar, click Agent Preferences >Audio >Advanced. Reset the playback device. Maintaining and Troubleshooting Avaya one-x Agent June 2009 15

Troubleshooting overview Video related issues The table below lists problems that are associated with audio and VoIP and recommends possible resolution to troubleshoot the problem. Personal computer video does not work for Avaya one-x Agent. Polycom video is installed but video does not show in the video window. Not able to start Video even though the start video button is visible. Check if the video licenses in Communication Manager are valid. Check if the agent's registered extension is administered as Avaya Video Telephony Solution. Check if IP Softphone video is installed. Check if other party has stopped the video. Voice Mail related issues The table below lists problems that are associated with vide and recommends possible resolution to troubleshoot the problem. Message Waiting indicator on Avaya one-x Agent is not active. Agent cannot log on to the voice mail over a phone call Agent cannot retrieve the voice mail from the primary window Check if you the agent has enabled the Voice Mail integration in the Voice Mail Integration panel of System Settings. From the dialpad window, send the required DTMF digits using the * or # key. Check if you the agent has enabled the Voice Mail integration in the Voice Mail Integration panel of System Settings. 16 Maintaining and Troubleshooting Avaya one-x Agent June 2009

Contact List Issues Contact List Issues This section lists problems that are associated with the contact list. Cannot add contact to contact list In the Contact Details screen, check if all the required fields are filled. Directory Issues This section lists problems that are associated with the LDAP directory. Directory Search Returns No Results, Incorrect Results, or Unexpected Results Agent cannot connect to the LDAP server to resolve names. Agent experiences slow LDAP directory searches. Make sure that the Search Root in Directory settings is correct Make sure that the credentials in Directory settings are correct. Change the Max Entry in the Directory settings or change search filter. User interface related issues The table below lists problems that are associated with Avaya one-x Agent user interface. Menus appear behind window Errors due to.net Framework UI layer An "unexpected error" message appears on top bar of main window Install Microsoft hotfix 943326 and reboot. Look for any Microsoft hotfix or contact Microsoft. Maintaining and Troubleshooting Avaya one-x Agent June 2009 17

Troubleshooting overview Online help issues The table below lists problems associated with the Online Help system with possible resolution to troubleshoot the issues. Agent is unable to view the online help. Set the browser to Allow Blocked Content. For example, with Internet Explorer 6, an alert directs users to the Information Bar, where they must click and choose Allow Blocked Content. 18 Maintaining and Troubleshooting Avaya one-x Agent June 2009

Index A audio...14 C call related issues...13 contact list...17 contact list issues...17 D Directory...17 Directory issues...17 E event logs...5, 8 I initial administration...11 initial configuration...11 introduction...5 L LDAP...17 legal notices...2 log...5, 7, 8 log files...5, 8 logging levels...7 login...12 M making calls...13 N Network...12 network connection...12 notices, legal...2 O online help Issues...18 overview...5, 11 R receiving calls...13 T troubleshooting...11 U UI issues...17 user interface issues...17 V video...16 video issues...16 voice mail...16 voice mail issues...16 VoIP...14 Maintaining and Troubleshooting Avaya one-x Agent June 2009 19

Index 20 Maintaining and Troubleshooting Avaya one-x Agent June 2009