Offsite Agent does not have any TDM Gateway configured

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts
  • kirchenlo
    Guru
    • Nov 2010
    • 195

    Offsite Agent does not have any TDM Gateway configured

    Hallo,


    we have an issue with the offsite agent feature. We have installed and configured the feature as requested in the installation and commissioning guides, with the result that it is not working. When we start the agent desktop it is properly asking for the phone number to connect to but it shows a pop up window saying “Offsite Agent does not have any TDM Gateway configured”.


    Does anyone have an idea?


    I have the impression it might be related to the CCT mappings. But I have no real idea what to do? It would be helpful is someone could explain hwo I can troubleshoot these issue?


    Regards,


    Lothar
  • stphnwd
    Brainiac
    .
    • Jan 2011
    • 52

    #2
    Please provide screen captures of your media gateway settings the AAOA server's element manager. This has nothing to do with CCT. What version of contact center and PBX?
    Stephen Wood

    Comment

    • kirchenlo
      Guru
      • Nov 2010
      • 195

      #3
      Hallo,

      will attache the screenshots from the element manager tomorrow. It is a Avaya Aura CC 6.2, connected to an CS1K in AML mode. Liek I said I will provide the screenshots tomorrow.

      Regards

      Lothar

      Comment

      • kirchenlo
        Guru
        • Nov 2010
        • 195

        #4
        Hallo Again,

        forgotten to mention the PBX, it is a CS1000M-Multigroup running release 7.5.

        Greetings

        Lothar

        Comment

        • kirchenlo
          Guru
          • Nov 2010
          • 195

          #5
          Hallo,

          her the versions of the OA App'lication.

          Offsite-Agent-6.0.0.412
          Media-Application-Server-6.4.0.225

          Screenshots will follow later today .

          Comment

          • kirchenlo
            Guru
            • Nov 2010
            • 195

            #6
            Here is the screenshot.

            Comment

            • stphnwd
              Brainiac
              .
              • Jan 2011
              • 52

              #7
              Your version of the AAOA that you installed is incorrect. You stated that AACC is 6.2. The version of AAOA that you installed is for CC7 and AACC 6.1.

              I can tell by the Agent Management item under Contact Center Offsite Agent.

              Agent Mangement has been moved to CCMA in AACC/AAOA 6.2.

              These would be the patches installed on an AAOA 6.2 system.
              QFE-platform-7.0.0.389-0001-win.zip
              QFE-platform-7.0.0.389-0002-win.zip
              QFE-platform-7.0.0.389-0003-win.zip
              QFE-platform-7.0.0.389-0004-win.zip
              QFE-ccoa-6.2.0.448-0001.zip
              Stephen Wood

              Comment

              • kirchenlo
                Guru
                • Nov 2010
                • 195

                #8
                This is what Avaya Support told us as well. I am just trying to reinstall the "new" version. Will keep you informed. We had as well some trouble with the customer firewall and this is solved today.

                Comment

                • kirchenlo
                  Guru
                  • Nov 2010
                  • 195

                  #9
                  Hallo,

                  we have now installed the applications accordingly to your suggestion, but apparently the license is no longer valid for the MAS server. That means on the license screen we have only the conference and agent sessions. Before we had a plic instance that in my eyes is the MAS server base package.

                  Installing the newer MAS/CCOA version was already suggested by Avaya support and we told them that the license is not accepted by the application. They told us that the license key we have should work with the new MAS/CCOA versions.

                  Find here the description out of KRS, maybe you can see something.

                  Distributor No=779858 Distributor Name=COMPTOIR ELECTRONIQUE LUXEMBOUR Dist PO No=1000002930 Order Number=null Serial Number=120000043 End User Name=COMPTOIR ELECTRONIQUE LUXEMBOUR Aux Id=00:50:56:00:00:01 S/W Release=2 Product Features= PO NUMBER 1000002930 AGENT QUANTITY 50 URN COA8842815

                  should it not say S/W Release = 6.2??

                  Comment

                  • kirchenlo
                    Guru
                    • Nov 2010
                    • 195

                    #10
                    The installed version now are:

                    Avaya Aura Offsite Agent 6.2.0.448 Patch Level 1
                    Avaya Media Server 7.0.0.389 Patch Level 1 2 3 4
                    Element Manager 7.0.0.389 Patch Levle "None"

                    License is showing now:

                    __sip-conf::sess Release 1.0 MAC Server MAC Ava. 50
                    ccoa::sess Release 1.0 MAC Server MAC Ava. 100

                    License was showing before:

                    __sip-conf::sess Release 1.0 MAC Server MAC Ava. 50
                    ccoa::sess Release 1.0 MAC Server MAC Ava. 100
                    plicd Release 1.2 Ava. 1

                    Any idea?

                    Comment

                    • kirchenlo
                      Guru
                      • Nov 2010
                      • 195

                      #11
                      Do we need WebLM instead of local "Licenses Server" with the new release?

                      Comment

                      • stphnwd
                        Brainiac
                        .
                        • Jan 2011
                        • 52

                        #12
                        You need the mas::inst license with the AMS for 6.2.
                        Stephen Wood

                        Comment

                        • kirchenlo
                          Guru
                          • Nov 2010
                          • 195

                          #13
                          That's what I thought! But I was told my Avaya Support that my "old" license will work with the new software. I am actually waiting that they generate the correct license, I raised an SR for the issue.

                          Comment

                          • stphnwd
                            Brainiac
                            .
                            • Jan 2011
                            • 52

                            #14
                            Correction you need inst::auth for you MAS Instance. Take a look at you AACC 6.2 license file you will see that you have it in there. You should not have an issue getting this moved over as you're already entitled.
                            Stephen Wood

                            Comment

                            • kirchenlo
                              Guru
                              • Nov 2010
                              • 195

                              #15
                              Hallo,


                              here an update on the progress so far. I have received the correct license from Avaya and the Offsite Agent does no longer produce the error "No TDM Gateway configured". I have now the issue that I cannot either Offsite Agents or Multimedia Agents log into the CCMS. I have always when Multimedia or Offsite Feature is active the message " CCMM login failed, could not login Agent: xxxx to CCMS" any idea?


                              I have checked some logs and it is mentioning that I have missing open queue licences, but I am not sure, what is your opinion? From older installations, open queue was not needed for Multimedia Agents, so why I have such errors now?


                              Regards,


                              Lothar

                              Comment

                              Loading