# Call-related issues

The following table lists the problems that are associated with making or receiving calls using Avaya one-X Agent.

Problem description | Recommended action
--- | ---
The ACD service logs out an agent immediately after logging in to the ACD server. | Verify that the extension for the auto answer option is administered on Communication Manager.
Agents cannot make calls. | Verify one or all of the following: The agent ID is registered with the ACD service. The dialing rules configuration in the Avaya one-X Agent client at System Options > System Settings > Dialing Rules. The correct Service Link Number at the time of registration. The agent extension on Communication Manager.
Call transfer to other soft phone or IP phone fails. | The reason for this error message is that SPARK Emulator waits for 1000 ms (default) for the new call to be established. 1000 ms works in most cases, and less for other cases. However, you can configure the time-out value using SPARK Emulator. To change the time-out value, you must add the H323DialCompleteTimeout parameter to the SPARK config.xml file in seconds. The SPARK config.xml file is located at %APPDATA%\Avaya\one-X Agent\2.5. In the config.xml file, add the following entry:
    <parameter>
    <name>H323DialCompleteTimeout</name>
    <value>5</value>name>
    </parameter>
You can increase or decrease the value.
The virtual sound drivers do not start correctly on a Windows XP machine. This results in a total break down of voice from Avaya one-X Agent running on the Windows XP machine. However, agent can hear an incoming voice communication. | Restart the system to check if the issue is resolved, or perform the following steps: On the Windows XP machine, click Start > Run. In the Open field, enter `Dxdiag.exe`. The DirectX Diagnostic Tool window appears. Open the Sound 2 tab and move the Hardware Sound Acceleration slider to Basic acceleration. Click Exit. Restart Avaya one-X Agent.
Avaya one-X Agent is not getting the zip tone. | Verify whether the station-agent and application is set to Auto Answer.
When Authorization Code is changed, the work logs show the old authorization codes. | To keep the authorization code confidential, delete the work logs.
In the Desk Phone mode, during the call the user selects Station Disconnect. The system displays the Logout immediately dialog box. If the user selects Yes, then the `Do you want to stay agent logged in on Hard phone` dialog box does not appear and the user stays logged in on the telephone. | Logout as an agent from the telephone.
During an active call, if the call and network connection fails consecutively twice for the same call, and when an agent clicks the End Call button, the following error message appears: `Workitem Removed failed.` | The user must cancel the network recovery process and log again to Communication Manager.
Call fails due to wrong formatted string if the dialed international string with both the # string and the authorization code associated. | Dial the international numbers by prefixing them with a '+' sign.
Greeting stops playing if the agent's state changes to other than Ready. | Do not move into the other agent or station states when greeting is being played.

Parent topic: Troubleshooting overview
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