Agent cannot log in 

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Description

The initial download of the Agent Control Window occurs properly, but the login sequence fails.

Action

1. If no further progress is seen after the applet downloads in the Agent Control Window, verify that the ICM server is up and the Internet Call Manager (ICM) application is running. Do this using the Services dialog box (Control Panel->Services).

2. Check that the firewall is administered to allow TCP connections from a dynamic TCP port (>1023) on the agent's PC to the ICM server, TCP port 8101.

3. If Agent Control Window activity stops after the establishing connection message, perform the following:

   • Verify that the specified Agent extension is in use. If so, hang up the phone and enter the password again.

   • Verify DEFINITY ECS status for station xxxx, using the adjunct link (ADJLK) extension. Check the status of the DEFINITY LAN Gateway board. If the status station command reveals that the ADJLK station is �disconnected,� refer to CentreVu Computer Telephony documentation to troubleshoot the DEFINITY ECS-to-CentreVu Computer-Telephony connection.

   • Confirm that the ITG (if an ITG is installed), the CentreVu Computer-Telephony, and the ICM server are communicating.

4. If a Login failed error message is displayed in the Agent Control Window with one of the following additional messages, perform the indicated action:

   • Agent_Already_Logged_Into_Switch�this error message means that the specified agent ID or extension was logged into the DEFINITY ECS by way of a voice terminal rather than through the Web login page. Use the DEFINITY ECS list agent-id command to determine whether the agent ID or the extension is in use. Log off from the voice terminal and log in again through the Web login page.

   • Requested_AgentID_Ext_Mismatch�this error message means that the specified agent ID was logged in to the DEFINITY ECS at the specified extension rather than through the Web login page.

   • Agt_Not_Split_Member_Or_Bad_Passwd�this error message means that an incorrect password was entered.

   • Invalid_Skill/Split�this error message means that an invalid agent ID was entered. The agent ID was either entered incorrectly or the DEFINITY ECS administration is incorrect. Be sure that the agent is administered with the CentreVu Internet Solutions skill, then have the agent try to log in manually from a phone. If the login attempt fails, troubleshoot the DEFINITY ECS. If the login attempt works, have the agent log out and try to log in again by way of the browser.

   • Tsrv_Device_No_Admin�this error message means that the specified extension was entered incorrectly or that it is not administered in the CentreVu Computer-Telephony Security Database.

   • INVALID_EXT�this error message means that the specified extension is on an active session. The agent phone must be completely idle on all line appearances for the login to succeed. Placing an active session on hold will not suffice, all line appearances must be idle.

5. If a pop-up window appears stating You are already logged in at Extension xxx. What would you like to do?, perform the following:

   • Select the Force Log Out button on the pop-up window to log the other session out, or select the Quit button to abort the login attempt. The ICM Control Window shows that the specified agent ID is logged in at the indicated extension.

   • If the Force Log Out button is used but the message Force Out FAILED Agent_Is_Busy is displayed, then a session is in progress at the other agent station. When that session terminates, the agent is logged out.

   • If the forced logout does not work, then enter list agent-id xxxx on a DEFINITY ECS console. If it shows as unstaffed, then there may be an ICM server or CentreVu Computer Telephony problem.

6. Important!

   Shut down any software packages running on the CentreVu Computer Telephony (except for Agent Router). Do not run any other applications on the server until the problem is resolved.

   Check the CentreVu Computer Telephony hardware to make sure that it is fully in service and does not have any status windows showing a problem. Verify that the agent's physical phone extension is administered as a device in the CentreVu Computer Telephony's Security Database.

7. Check the status of the ICM server:

   • Verify that the ICM application is running by clicking on the Services icon in the Control Panel. The Internet Call Manager service should be started. Display the ICM Control Window by clicking on the Start menu, and then selecting the Avaya Internet Call Manager program. Once opened, look for errors that may describe why an agent cannot log in.

   • Enter the command display agents in the text entry field, or from the Display menu select the Agents menu item. Determine if the ICM thinks that the agent is already logged in, as shown by a line listing the Agent with the specified ID.

   • If the agent is shown to be logged in, issue the ICM command sendto cti logout extension passageway_group agent-id. (The passageway_group is typically �none.�) Reissue the display agents command to verify the agent is logged out, and have the agent try logging in again from the Web page. If the command does not log the agent out, verify the phone extension and skill group in the CentreVu Computer Telephony server.