The following table lists the audio and VoIP problems and recommends possible resolution to troubleshoot the problem.
| Problem description
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Recommended action
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| The remote party cannot hear the agent voice.
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Verify one or all of the following: Ensure that the agent has defined the correct sound device in the Avaya one-X Agent client at System Options > Agent Preferences > Audio > Advanced.
Ensure that the sound device is configured correctly through Windows.
Ensure that excessive background or personal computer noise are not preventing voice transmission.
Ensure that the agent has not muted the microphone or headset.
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| The agent's computer does not ring to alert an incoming call.
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Verify one or all of the following:
Verify whether the option is set to Mute for the Ringing option in your computer.
Verify whether the agent has enabled the Play Ringing through the internal PC Speakers option in the Avaya one-X Agent client at System Options > Agent Preferences > Audio.
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| Agents cannot make calls.
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Perform one of the following actions:
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| Agent is experiencing poor voice quality when using VoIP in the My Computer mode.
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Perform one of the following actions: Ensure that the agent's computer has enough system resources to handle VoIP communication, in addition to the applications in use.
If the agent is experiencing problems while using Internet Explorer, disable the Play Sounds feature of Internet Explorer.
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| Remote caller is experiencing poor voice quality when using VoIP in the My Computer mode.
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Perform one of the following actions: Lower the gain setting on the microphone.
Ensure that the agent's computer has enough system resources to handle VoIP communication, in addition to the applications that are used.
If the agent is experiencing problems while using Internet Explorer, disable the Play Sounds feature of Internet Explorer.
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| Agents receiving and transmitting audio is delayed using VoIP in the My Computer mode.
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Perform one of the following actions: Ensure that your Communication Manager is optimized to handle shuffling and hair-pinning for VoIP. See the Communication Manager documentation for more information.
Ensure that the agent's computer has enough system resources to handle VoIP communications, in addition to the applications that are used.
If you are experiencing problems while using Internet Explorer, disable the Play Sounds feature of Internet Explorer.
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| The system echo and poor voice quality while using VoIP I the My Computer mode.
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Perform one of the following actions: Ensure that the agent's computer has enough system resources to handle VoIP communications in addition to the applications that are used.
If you are experiencing problems while using Internet Explorer, disable the Play Sounds feature of Internet Explorer.
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| Audio does not work after restarting Avaya one-X Agent.
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Perform one of the following actions: In the Avaya one-X Agent client, click System Options > Agent Preferences >Audio > Advanced.
Reset the playback device.
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| The installer fails to install the Avaya one-X Agent client and displays an error message from the Avaya Virtual_Soundcard.inf file. In addition, the error states that the AVM folder does not exist in the Avaya one-X Agent directory of the drive on which the client is installed.
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The error occurs if the AVM folder and the Avaya Virtual_Soundcard.inf files are on the system.
Resolution: Copy the AVM folder from a system where Avaya one-X Agent is installed and paste the AVM folder to the %APPDATA%\Avaya\Avaya one-X Agent directory.
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| Calls made from Avaya one-X Agent using headset has a low voice volume which reaching to the called party.
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Perform one of the following actions:
Check the volume control settings in the Avaya one-X Agent application at System Options > Agent Preferences > Audio.
Change the volume settings in Communication Manager in the location parameters file as appropriate.
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| An agent is not able to hear the voice clearing when adjusting the Transmit Gain or Receive Gain option during a call.
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Adjust the Transmit Gain and Receive Gain options and verify the settings before making a call.
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| Sometimes Avaya one-X Agent fails to log in for the first time, but succeeds subsequently. But the audio and TTY do not work.
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The audio and TTY do not work due to incorrect installation or uninstallation of virtual sound drivers when video option is enabled during installation process.
In Control Panel, click System Settings > Device Manager.
In Device Manager, check for the Unknown entry for driver 2, uninstall this driver, and restart the system.
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| In the My computer mode, Avaya one-X Agent displays the following warning message:
Invalid default Audio device.
You can hear the higher noise levels when playing the audio or video file on your computer even when you close the Avaya one-X Agent application.
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The warning message appears due to selection of Avaya virtual audio device as default audio device. Use the following steps to configure the audio settings on your computer:
Go to Start > Settings > Control Panel and open the Sound and Audio Devices application.
Select the Audio tab.
Select the appropriate default real devices for Sound playback and Sound recording options.
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| While sharing files, Avaya one-X Agent returns with the following warning message:
Turn off hardware acceleration for Avaya Virtual Audio driver. Please refer documentation for details.
The call participant can, however, view the video but not hear voice in the video file.
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Use the following steps configure the audio settings on your computer:
Go to Start > Run.
In the Run dialog box, type dxdiag.exe.
The application returns with a warning message.
Click Yes.
Click the Sound X tab for Avaya Virtual Soundcard and in the DirectX Features panel adjust the Hardware Sound Acceleration Level slider to No acceleration.
Repeat step 4 for Sound tab option.
Restart the machine.
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