Maintaining and Troubleshooting Avaya One-X Agent

Maintaining and Troubleshooting Avaya one-X® Agent

Release 1.0June 2009

© 2009 Avaya Inc.

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Avaya Inc. provides a limited warranty on this product. Refer to yoursales agreement to establish the terms of the limited warranty. Inaddition, Avaya’s standard warranty language, as well as informationregarding support for this product, while under warranty, is availablethrough the Avaya Support Web site: http://www.avaya.com/support

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USE OR INSTALLATION OF THE PRODUCT INDICATES THE ENDUSER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN ANDTHE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSETERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS,YOU MUST RETURN THE PRODUCT(S) TO THE POINT OFPURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUNDOR CREDIT.

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License type

Concurrent User License (CU). End User may install and use theSoftware on multiple Designated Processors or one or more Servers,so long as only the licensed number of Units are accessing and usingthe 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 accountin the name of a person or corporate function (e.g., webmaster orhelpdesk), or a directory entry in the administrative database utilizedby the Product that permits one user to interface with the Software.Units may be linked to a specific, identified Server.

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Except where expressly stated otherwise, the Product is protected bycopyright and other laws respecting proprietary rights. Unauthorizedreproduction, transfer, and or use can be a criminal, as well as a civil,offense under the applicable law.

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Certain software programs or portions thereof included in the Productmay contain software distributed under third party agreements ("ThirdParty Components"), which may contain terms that expand or limitrights to use certain portions of the Product ("Third Party Terms").Information identifying Third Party Components and the Third PartyTerms 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 systemby an unauthorized party (for example, a person who is not a corporateemployee, agent, subcontractor, or is not working on your company'sbehalf). Be aware that there can be a risk of toll fraud associated withyour system and that, if toll fraud occurs, it can result in substantialadditional charges for your telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you needtechnical assistance or support, call Technical Service Center TollFraud Intervention Hotline at +1-800-643-2353 for the United Statesand Canada. For additional support telephone numbers, see the AvayaSupport Web site: http://support.avaya.com

Suspected security vulnerabilities with Avaya Products should bereported to Avaya by sending mail to: [email protected].

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Avaya, the Avaya logo, one-X are either registered trademarks ortrademarks of Avaya Inc. in the United States of America and/or otherjurisdictions.

All non-Avaya trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya SupportWeb site: http://www.avaya.com/support

Contact Avaya Support

Avaya Inc. provides a telephone number for you to use to reportproblems or to ask questions about your product. The supporttelephone number is 1-800-242-2121 in the United States. Foradditional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

2 Maintaining and Troubleshooting Avaya one-X® Agent June 2009

http://www.avaya.com/support

http://support.avaya.com/licenseinfo/

http://support.avaya.com/thirdpartylicense/

http://support.avaya.com




Contents

Chapter 1: Introduction............................................................................................................5Event logs........................................................................................................................................................5Logging levels..................................................................................................................................................7Configuration files............................................................................................................................................8

Chapter 2: Troubleshooting overview..................................................................................11Initial configuration and administration issues................................................................................................11Login and network connection issues............................................................................................................12Call related issues..........................................................................................................................................13Audio related issues........................................................................................................................................14Video related issues........................................................................................................................................16Voice Mail related issues................................................................................................................................16Contact List Issues..........................................................................................................................................17Directory Issues..............................................................................................................................................17User interface related issues..........................................................................................................................17Online help issues..........................................................................................................................................18

Index.........................................................................................................................................19

Maintaining and Troubleshooting Avaya one-X® Agent June 2009 3

Contents


Chapter 1: Introduction

Avaya one-X Agent records events and errors in log files. You can configure Avaya one-XAgent services and desktop applications by modifying the appropriate configuration file.

This chapter contains information relating to diagnostic tools, logging files, and configurationfiles.

Related topics:Event logs on page 5Logging levels on page 7Configuration files on page 8

Event logsEvent logs are listings of Avaya one-X Agent and SPARK Emulator applications' events anderrors. 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 cantroubleshoot the problem by analyzing the log files.

The following table lists the generated log files and its contents:

Configuration File Contents

OneXAgent.log(Avaya one-X Agent Application)

The OneXAgent.log file provides Debuglogging of user interface (UI). It containsall the logging information about Avayaone-X Agent for the current date.

Note:To troubleshoot the control flowthrough the application code, theagent must enable the DEBUG levellogging in the Event Logging panel.

H323Station.txt(SPARK Emulator)

The H323Station.txt log file containsbutton and FAC data.

EndpointLog.txt(SPARK Emulator)

The EndpointLog.txt log file providesgeneral phone logging. It contains H.323 and state model.


Configuration File Contents

AudioLog.txt(SPARK Emulator)

The AudioLog.txt provides audiointerface logging. It contains Audio/VoIP related information.

IspeacLog.txt(SPARK Emulator)

The IspeacLog.txt Provides Audio andCodec logging.

Video.vg2(mcsys)

The Video.vg2 provides general videologging.Contains Polycom Video componentslogging. This is a binary file that can beopened using the QuickView programthat ships with Polycom Video. This logfile can be found at C:\Documentsand Settings\<user>\Application Data\Polycom\Video

AVC.txt(AVC)

Contains AVC component logging. Thelogging contains communicationbetween AVC and SPARKEmulator andAVC and AVCClient. The AVC.txt log filecan be found in C:\Documents andSettings\<user>\ApplicationData\Avaya\Avaya one-XCommunicator\Log Files folder.Log Level for the AVC component canbe changed by changing the LogLevelvalue in HKLM\Software\Avaya\Avaya one-X Communicator\AVC.

AVC-OneXAgentUI.txt Contains AVCClient component loggingwithin Avaya one-X Agent. The loggingcontains communication betweenAVCClient and AVC. The AVC-OneXAgentUI.txt log file can be found inC:\Documents and Settings\<user>\\Application Data\Avaya\Avaya one-XCommunicator\Log Files folder.Log Level for the AVC Client componentcan be changed by changing theLogLevel value in HKLM\Software\Avaya\Avaya one-XCommunicator\AVCClient.

Important:Any level of logging can affect the system performance including the message sequencesof the SPARK Emulator. Therefore, the SPARK Emulator logging is disabled. Avaya

Introduction


recommends closing all other applications running on the desktop computer if the SPARKEmulator logging is enabled. To enable the logging for SPARK Emulator, contact Avayasupport.

Logging levelsAvaya one-X Agent offers four different types of logging levels. These four levels of loggingare applicable to the oneXAgent.log files. To enable logging level for Avaya one-X Agent, onthe 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 DescriptionERROR The ERROR level logging includes application errors that prevent a

function from completing normally. If enabled, Avaya one-X Agentrecords all ERROR messages.

WARNING The WARNING level logging includes warnings that indicate possibleproblems, but the execution continues. If enabled, Avaya one-X Agentrecords ERROR and WARNING messages.

INFO The INFO level logging includes certain executed code points andinformational messages that highlight the progress of the applicationat coarse-grained level. If enabled, Avaya one-X Agent recordsERROR, WARNING, and INFO messages.

Note:Avaya recommends INFO level logging to be turned on in productionenvironments.

DEBUG The DEBUG level logging designates fine-grained informationalevents that are most useful to debug the application. The DEBUG loglevel provides a detailed view of the function call and return stack. Ifenabled, Avaya one-X Agent records all levels of error messages.

Important:Avaya does not recommend enabling the DEBUG level logging asthere is a possible potential performance issues relating to theworkstation especially when under-load of other applications,except for troubleshooting a specific issue that are not apparent inthe INFO level logs.

Important:By default, the SPARK Emulator logging is disabled. Any level of logging can effect theperformance and perhaps even message sequences of the emulator. Avaya recommendsclosing all other application running on the desktop computer if the SPARK Emulator loggingis enabled.

Logging levels


Configuration filesThe table below lists the configuration files that Avaya one-X Agent services and applicationsprovide. The configuration files are stored at Data\Avaya\One-X Agent\1.0

Configuration file Application/Service

Settings.xml Contains Settings for:• Video• Directory• Outlook Contact• Logging• Voice Mail• Launch Application• Profile• Click-To-Dial

AudioGreetings.xml Contains information on theadministered Agent Greetings

AuxReasonCodes.xml Contains information on theadministered Aux Reason Codes

log4net.xml Contains information on controllinglogging

LogOutReasonCodes.xml Contains information on theadministered LogOut Codes

Preferences.xml Contains information on UI Preferenceslike Windows positions

RingTones.xml Contains information on custom ringtones

ScreenPops.xml Contains information on Screen Pops

SelectedPhoneFeatures.xml Contains information on the featurebuttons selected from the dialpad

TouchToneShortcuts.xml Contains information on theadministered touch tone shortcuts

VuStatMonitor.xml Contains information on theadministered VuStats

Introduction


Configuration file Application/Service

WorkReasonCodes.xml Contains information on theadministered Work Codes

If any configuration file corrupts, you can delete, rename, or backup the file. The system copiesthe 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 usingNotepad tool.

Configuration files


Introduction


Chapter 2: Troubleshooting overview

This section provides information that assist you in troubleshooting problems with your Avayaone-X Agent. The section is divided into topic areas to locate information that you need asquickly as possible.

Related topics:Initial configuration and administration issues on page 11Login and network connection issues on page 12Call related issues on page 13Audio related issues on page 14Video related issues on page 16Voice Mail related issues on page 16Contact List Issues on page 17Directory Issues on page 17User interface related issues on page 17Online help issues on page 18

Initial configuration and administration issuesYou may consider checking the following administration and configuration issues to quick-fixsome of the basic issues while using Avaya one-X Agent.

Problem Description Recommended ActionAgent is logged outimmediately after logging in.

This happens if the agent has not registered theextension for the auto answer option inCommunication Manager. The agent must registerthe extension with Communication Manager.

When an agent tries to startAvaya one-X Agent, an errormessage appears statingthat the agent do not havesufficient Avaya one-X Agentlicense.

This happens if any Avaya IP Agent users haveregistered the extension with CommunicationManager. Avaya one-X Agent will consume theAvaya one-X Agent license, if available.

When an agent—registeredto an CommunicationManager in Another OtherPhone (Telecommuter)mode—attempts to makecall, the call fails.

This happens if the agent has defined the dialingrules incorrectly or entered incorrect Service LinkNumber at the time of registration. Correct the errorand restart Avaya one-X Agent.


Problem Description Recommended ActionThe Message Waitingindicator on Avaya one-XAgent is not active.

This happens if the agent has not enabled the VoiceMail option. The agent must enable the Voice Mailoption in the Voice Mail Integration option in SystemsSettings.

The agent’s desktopcomputer does not ring toalert an incoming call.

This happens if the agent has not turned on theenabled the option in the audio option. The agentmust turn on the “Play Ringing through theSpeakers” option in the Audio settings in the AgentPreferences dialog box.

When an agent closes anACD Work Item, the systemdoes not return the agentstate to Ready, instead itreturns to the AUX state.

This happens due to one or all of the followingreasons:

• If the agent has any active calls on thedesktop computer that are direct-in ordirect-out calls. The agent must close thecall before Communication Manager allowsthe agent to change the agent state to“Ready” in order to receive a new ACD call.

• If the agent has defined the work handlingoption to Manual Ready in System Settings.The agent must ensure that the workhandling option is set to Auto Ready tomaintain the traditional behavior.

An agent has defined “AutoComplete” in the WorkHandling panel of SystemSettings and the autocomplete feature is workingaccordingly. However, theagent observes that theCommunication ManagerManual-In button is activeand not Auto-In.

This happens as Avaya one-X Agent controls manyof the Communication Manager buttons on its ownto execute enhanced and “normalized” agentoperations (except for the CM Ready Mode). Tokeep the state transition model clean, Avaya one-XAgent always starts from a Manual-In Readyposition, monitoring and adjusting state buttons asneeded to implement the defined and configuredAvaya one-X Agent actions required.

Login and network connection issuesThe following table list error messages or other problems associated while registering as astation with Communication Manager and while logging as an agent with the ACD server.

ProblemDescription

Recommended Action

Login to Agentfailing

Perform one of the following actions:

Troubleshooting overview


ProblemDescription

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 onstartup

Check if OneXAgentUI.exe is running in Task Manager andkill it.

Login to stationfailing

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 Loginbutton not visible

Check if aux-work, auto-in/manual-in, after-call buttons areproperly configured on the station.

Note:Logging in IP Agent and Avaya one-X Agent on the same machine with the same extension isnot allowed. This also applies to Avaya one-X Agent running on Citrix. However, you canuse IP Agent and Avaya one-X Agent on the same system provided you register to twodifferent extensions.

Call related issuesThe following table lists the problems that are associated with making or receiving calls throughAvaya one-X Agent.

Problem Description Recommended ActionThe ACD service logsout an agentimmediately afterlogging in to the ACDserver

Check if the extension for the auto answer option inadministered on Communication Manager

Agents cannot makecalls


Call related issues


Problem Description Recommended Action

• Check if the agent is registered with the ACDservice

• 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 issuesThe following table lists the audio and VoIP problems and recommends possible resolution totroubleshoot the problem.

Problem Description Recommended ActionThe remote partycannot here the agent.

Perform one of the following actions:• Ensure that the agent has defined the correct

sound device in the advanced tab of the AgentPreferences dialog box.

• Ensure that the sound device is configuredproperly through Windows.

• Ensure that excessive background or personalcomputer noises are not preventing voicetransmission.

• Ensure that the agent has not muted themicrophone or headset.

The agent computerdoes not ring to alertan incoming call.

Check if the agent has enabled the Play Ringing throughthe Speakers option in the Audio settings in the AgentPreferences dialog box.

Agents cannot makecalls.

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 ispoor when using VoIP(My Computerconfiguration).




Problem Description Recommended Action

• Ensure that your personal computer has enoughsystem resources to handle VoIP communicationsin addition to the applications being used.

• If you are experiencing problems while usingInternet Explorer, disable the Play Soundsfeature of Internet Explorer.

The voice quality of theremote party is poorwhen using VoIP (MyComputerconfiguration).

Perform one of the following actions:• Lower the gain setting on the microphone.• Ensure that your personal computer has enough

system resources to handle VoIP communicationsin addition to the applications being used.


Receiving andtransmitting audio isdelayed using VoIP(My Computerconfiguration).

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 communicationserver documentation for more information.

• Ensure that your personal computer has enoughsystem resources to handle VoIP communicationsin addition to the applications being used.


Echo and poor voicequality while usingVoIP (My Computerconfiguration)

Perform one of the following actions:• Ensure that your personal computer has enough

system resources to handle VoIP communicationsin addition to the applications being used.


After restarting Avayaone-X Agent, audiodoes not work

Perform one of the following actions:• On the top bar, click Agent Preferences >Audio

>Advanced.• Reset the playback device.

Audio related issues


Video related issuesThe table below lists problems that are associated with audio and VoIP and recommendspossible resolution to troubleshoot the problem.

Problem Description Recommended ActionPersonal computer video doesnot work for Avaya one-X Agent.

Perform one of the following actions:• Check if the video licenses in

Communication Manager are valid.• Check if the agent's registered

extension is administered as AvayaVideo Telephony Solution.

Polycom video is installed butvideo does not show in the videowindow.

Check if IP Softphone video is installed.

Not able to start Video eventhough the start video button isvisible.

Check if other party has stopped the video.

Voice Mail related issuesThe table below lists problems that are associated with vide and recommends possibleresolution to troubleshoot the problem.

Problem Description Recommended ActionMessage Waiting indicator onAvaya one-X Agent is not active.

Check if you the agent has enabled the VoiceMail integration in the Voice Mail Integrationpanel of System Settings.

Agent cannot log on to the voicemail over a phone call

From the dialpad window, send the requiredDTMF digits using the * or # key.

Agent cannot retrieve the voicemail from the primary window

Check if you the agent has enabled the VoiceMail integration in the Voice Mail Integrationpanel of System Settings.



Contact List IssuesThis section lists problems that are associated with the contact list.

Problem Description Recommended ActionCannot add contact to contactlist

In the Contact Details screen, check if all therequired fields are filled.

Directory IssuesThis section lists problems that are associated with the LDAP directory.

Problem Description Recommended ActionDirectory Search Returns NoResults, Incorrect Results, orUnexpected Results

Make sure that the Search Root in Directorysettings is correct

Agent cannot connect to the LDAPserver to resolve names.

Make sure that the credentials in Directorysettings are correct.

Agent experiences slow LDAPdirectory searches.

Change the Max Entry in the Directorysettings or change search filter.

User interface related issuesThe table below lists problems that are associated with Avaya one-X Agent user interface.

Problem Description Recommended ActionMenus appear behind window Install Microsoft hotfix 943326 and

reboot.

Errors due to .Net Framework UI layerAn "unexpected error" message appearson top bar of main window

Look for any Microsoft hotfix or contactMicrosoft.

Contact List Issues


Online help issuesThe table below lists problems associated with the Online Help system with possible resolutionto troubleshoot the issues.

Problem Description Recommended ActionAgent is unable to viewthe online help.

Set the browser to Allow Blocked Content. Forexample, with Internet Explorer 6, an alert directs usersto the Information Bar, where they must click andchoose Allow Blocked Content.



Index

Aaudio ...........................................................................14

Ccall related issues .......................................................13contact list ..................................................................17contact list issues .......................................................17

DDirectory .....................................................................17Directory issues ..........................................................17

Eevent logs .................................................................5, 8

Iinitial administration ....................................................11initial configuration ......................................................11introduction ...................................................................5

LLDAP ..........................................................................17

legal notices .................................................................2log .........................................................................5, 7, 8log files .....................................................................5, 8logging levels ...............................................................7login ............................................................................12

Mmaking calls ................................................................13

NNetwork ......................................................................12network connection ....................................................12notices, legal ................................................................2

Oonline help Issues .......................................................18overview ..................................................................5, 11

Rreceiving calls .............................................................13

Ttroubleshooting ...........................................................11

UUI issues .....................................................................17user interface issues ..................................................17

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


Index


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