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Maintaining and Troubleshooting Avaya one-X Agent

Release 1.0 June 2009

2009 Avaya Inc.

Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/ThirdPartyLicense/ Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). 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

All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: http://www.avaya.com/support Licenses USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). 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. 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.

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

Contents

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.

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Introduction

Configuration File AudioLog.txt (SPARK Emulator) IspeacLog.txt (SPARK Emulator) Video.vg2 (mcsys)

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 AVCOneXAgentUI.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.

AVC.txt (AVC)

AVC-OneXAgentUI.txt

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
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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

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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 Application/Service Contains Settings for: Video Directory Outlook Contact Logging Voice Mail Launch Application Profile Click-To-Dial AudioGreetings.xml AuxReasonCodes.xml log4net.xml LogOutReasonCodes.xml Preferences.xml RingTones.xml ScreenPops.xml SelectedPhoneFeatures.xml TouchToneShortcuts.xml VuStatMonitor.xml 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

Maintaining and Troubleshooting Avaya one-X Agent

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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

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Introduction

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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. Problem Description Recommended Action

Agent is logged out This happens if the agent has not registered the immediately after logging in. extension for the auto answer option in Communication Manager. The agent must register the extension with Communication Manager. 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 agentregistered to an Communication Manager in Another Other Phone (Telecommuter) modeattempts to make call, the call fails. 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.

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Troubleshooting overview

Problem Description The Message Waiting indicator on Avaya one-X Agent is not active. The agents desktop computer does not ring to alert an incoming call.

Recommended Action 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.

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 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 Recommended Action Perform one of the following actions:

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Call related issues

Problem Description

Recommended Action 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

Check if OneXAgentUI.exe is running in Task Manager and kill it. Perform one of the following actions: 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.

Agent Login button not visible

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. Problem Description The ACD service logs out an agent immediately after logging in to the ACD server Agents cannot make calls Recommended Action Check if the extension for the auto answer option in administered on Communication Manager

Perform one of the following actions:

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Troubleshooting overview

Problem Description

Recommended Action 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. Problem Description Recommended Action The remote party Perform one of the following actions: cannot here the agent. 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. The agent computer does not ring to alert an incoming call. Agents cannot make calls. Check if the agent has enabled the Play Ringing through the Speakers option in the Audio settings in the Agent Preferences dialog box. Perform one of the following actions: Ensure that an improper Codec is not in use. Ensure that the network can support the bandwidth required for Voice-over-IP. The voice quality is Perform one of the following actions: poor when using VoIP (My Computer configuration).

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Audio related issues

Problem Description Recommended Action 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 Perform one of the following actions: remote party is poor Lower the gain setting on the microphone. when using VoIP (My Ensure that your personal computer has enough Computer system resources to handle VoIP communications configuration). in addition to the applications being used. If you are experiencing problems while using Internet Explorer, disable the Play Sounds feature of Internet Explorer. Receiving and transmitting audio is delayed using VoIP (My Computer configuration). Perform one of the following actions: 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. Echo and poor voice quality while using VoIP (My Computer configuration) Perform one of the following actions: 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. After restarting Avaya one-X Agent, audio does not work Perform one of the following actions: On the top bar, click Agent Preferences >Audio >Advanced. Reset the playback device.

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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. Problem Description Recommended Action

Personal computer video does Perform one of the following actions: not work for Avaya one-X Agent. Check if the video licenses in Communication Manager are valid. Check if the agent's registered extension is administered as Avaya Video Telephony Solution. Polycom video is installed but Check if IP Softphone video is installed. video does not show in the video window. Not able to start Video even though the start video button is visible. 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. Problem Description Recommended Action

Message Waiting indicator on Check if you the agent has enabled the Voice Avaya one-X Agent is not active. Mail integration in the Voice Mail Integration panel of System Settings. Agent cannot log on to the voice From the dialpad window, send the required mail over a phone call DTMF digits using the * or # key. 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.

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Contact List Issues

Contact List Issues


This section lists problems that are associated with the contact list. Problem Description Cannot add contact to contact list Recommended Action 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. Problem Description 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. Recommended Action 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. Problem Description Menus appear behind window Errors due to .Net Framework UI layer An "unexpected error" message appears on top bar of main window Recommended Action Install Microsoft hotfix 943326 and reboot. Look for any Microsoft hotfix or contact Microsoft.

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Troubleshooting overview

Online help issues


The table below lists problems associated with the Online Help system with possible resolution to troubleshoot the issues. Problem Description Agent is unable to view the online help. Recommended Action 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.

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Index A
audio ...........................................................................14 legal notices .................................................................2 log .........................................................................5, 7, 8 log files .....................................................................5, 8 logging levels ...............................................................7 login ............................................................................12

C
call related issues .......................................................13 contact list ..................................................................17 contact list issues .......................................................17

M
making calls ................................................................13

N
Network ......................................................................12 network connection ....................................................12 notices, legal ................................................................2

D
Directory .....................................................................17 Directory issues ..........................................................17

O
online help Issues .......................................................18 overview ..................................................................5, 11

E
event logs .................................................................5, 8

R
receiving calls .............................................................13

I
initial administration ....................................................11 initial configuration ......................................................11 introduction ...................................................................5

T
troubleshooting ...........................................................11

U
UI issues .....................................................................17 user interface issues ..................................................17

L
LDAP ..........................................................................17

V
video ...........................................................................16 video issues ................................................................16 voice mail ...................................................................16 voice mail issues ........................................................16 VoIP ............................................................................14

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Index

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Maintaining and Troubleshooting Avaya one-X Agent

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