Check the following administration and configuration problems to fix issues while using Avaya one-X Agent.
| Problem description
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Recommended action
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| Agent is logged out immediately after logging in.
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The system logs out an agent due to one or all of the following reasons:
The Auto Answer option is set on the station in Communication Manager.
Resolution: Log on to the Avaya one-X Agent client as extension and as agent with CM AutoAnswer Support Required option is not selected.
The Auto Answer option is not set on the station in Communication manager, log on to Avaya one-X Agent as extension and agent with the CM AutoAnswer Support Required option selected.
Resolution: Ensure that the CM Auto answer support Required option is selected in the Avaya one-X Agent client only if the AutoAnswer option is set for the station in Communication Manager. To set the auto answer option in the Avaya one-X Agent client, click System Options > System Settings > Login > Telephony and restart the application.
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| When an agent tries to start Avaya one-X Agent, the system displays the error message stating that the agent does not have Avaya one-X Agent license.
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This error message appears when Avaya IP Agent users have registered their extensions with Communication Manager. .
Resolution: Ensure that agents have not registered Avaya IP Agent with their extensions with Communication Manager.
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| When an agent, registered to an Communication Manager in the Other Phone (Telecommuter) mode, attempts to make a call, the call fails.
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The call fails if the agent has defined incorrect dialing rules or entered an incorrect Service Link number at the time of registration.
Resolution: Verify the dialing rules and Service Link Number details for correctness and rectify, if needed. Restart the Avaya one-X Agent application for the rectifications to take effect.
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| The Message Waiting indicator on Avaya one-X Agent is not active.
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The Message Waiting indicator will be inactive if the agent has not enabled the Voice Mail option.
Resolution: Enable the Voice Mail option in the Avaya one-X Agent client at System Options > System Settings > Voice Mail Integration.
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| When an agent closes an ACD work item, the system does not return the agent state to the Ready state. Instead the system returns to the AUX state.
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The problem occurs due to one or all of the following reasons: The agent has active calls on the desktop computer that are direct-in or direct-out.
Resolution: Close the call before Communication Manager allows the agent to change the agent state to the Ready state to receive a new ACD call.
The agent has set the work handling option to Manual Ready in System Settings > Work Handling > Basic > Transition to Ready State.
Resolution: In the Avaya one-X Agent client, go to System Settings > Settings > Work handling and ensure that the work handling option is set to Auto Ready.
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| An agent has defined Auto Complete in the Avaya one-X Agent client at System Options > System Settings > Work Handling. The auto complete feature is working accordingly. However, the agent observes that the Communication Manager Manual-In button is active but not Auto-In button is inactive.
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Avaya one-X Agent controls many Communication Manager buttons 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.
Resolution: You must monitor and adjust the state buttons as needed to implement the Avaya one-X Agent actions.
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| In the Avaya one-X Agent application, the agent status does not change to the Ready state.
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This error message appears if the agent status is not set to the Ready state.
Resolution: In the Avaya one-X Agent client, go to System Settings > Settings > Work handling and change the Manual-in option for Avaya one-X Agent to the Ready state.
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| Agents using the Avaya one-X Agent software are unable to complete transfers to internal or external numbers.
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On the SAT screen, verify that the calling party restriction is set to outward in the class of restriction (COR).
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| Work item does not change automatically to the Auto-in mode after specified seconds as configured.
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Verify the Avaya one-X Agent configuration and ensure that the Auto-In setting is correct in the Avaya one-X Agent client at System Settings > Work Handling> Advanced Controls.
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| Agents are unable to change the agent state to Ready when the Follow-up option activates. The following error message appears
Enter ready failed.
The message states when the Follow-up option is deactivated and that the agents are attempting to change the station fromAuxilary to Ready.
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Ensure that the Manual-In button is configured on the station in Communication Manager. For steps, see Administering Communication Manager for Avaya one-X Agent.
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| Agent is unable to disconnect a call.
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To force a disconnect, from the Task Manager dialog box, close the instances of OneXAgent.exe and SparkEmulator.exe.
Use the following steps to correct the error:
In Communication Manager, change the paste to Yes on COR.
Add a release button to the station form.
Change the Auto-in to Manual-In buttons on the station.
In Avaya one-X Agent, ensure that the CM Auto Answer Support Required option is selected. To set the option in the Avaya one-X Agent client, click System Options > System Settings > Login > Telephony and restart the application
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| Agents upgraded from Avaya one-X Communicator to Avaya one-X Agent. When logging on to Avaya one-X Agent, the system displays with the following error message:
Release Button not available. Application may not work correctly.
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Ensure that the release button is added on Communication Manager.
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| When an agent closes an ACD work Item, the Avaya one-X Agent application returns to the AUX state instead of returning to the Ready state.
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Use the following steps to correct the error: Verify if there are any active calls on the agent's desktop that are direct-in or direct-out calls.
Close the all active calls before Communication Manager allows the agent to go to the Ready state and the agent receives a new ACD call.
In the Avaya one-X Agent client, go to System Options > System Settings > Work Handling and verify if the Manual Ready option is selected.
Change the option to Auto Ready to maintain the traditional behavior.
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| In the My Computer Mode, if an agent presses the Timer button from the dialpad, the timer button does not appear. However, in the Desk Phone mode, the timer appears on the telephone.
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The display function corresponds to the phone hardware, and not to Communication Manager.
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| If Central Management is used and a user enters more than 15 characters in the Multiple Local Area Code field, Central Management saves only the 15 digits.
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Ensure that the user enters less than 15 characters in the Multiple Local Area Code field.
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