one-X Agent, CM: one-X Agent dials 1010 or 00 when agent logs in

Doc ID    SOLN291265
Version:    2.0
Status:    Published
Published date:    13 Mar 2017
Created Date:    16 Jun 2016
Author:   
Levente Szabo
 

Details

Avaya one-X Agent
Version: 2.5
Patch / SP: 8

Problem Clarification

When agent logs in the one-X-Agent client, the application dials a number (usually 0, 00, 10, or 1010, but can be other number as well) automatically.
 

Agent needs to disconnect the call manually each time when they log in to one-X-Agent. Furthermore there is a problem with switching between status (e.g. Aux, Ready, etc) there is no error it is just not reacting after you press the button. When you try to press logout button you will get error that “this action is not possible please contact your system administrator”.
Only some of the agents are affected.
 

Cause

Configuration issues.

Solution

 

 

See attached document for pictures.

 

Workaround 1: disable ‘Onhook Dialing on Terminals?’ on ‘system-parameters
features’ form p.10

Workaround 2: enable ‘Two-Digit Aux Work Reason Codes?’ on ‘system-parameters
features’ form p.14
                                change reason-code-names >>>> set the name
for the 2 digit reason codes that are configured in the 1XA. Eg.:
change reason-code-names                                        Page   2 of   3
                          REASON CODE NAMES - AUX WORK

     10: 10              /n  <<<<<<<<<<< set the name for reason code:10,  as 10 is set in 1XA as AUX reason code.

Workaround 3: edit the AUX reason codes in One-X Agent and make sure it is a single
digit.

These settings can be pushed from the ACCCM and may need to be adjusted in the settings file.

Attachment File

1XAgentBaseConfig.docx
0Bytes • < 1 minute @ 56k, < 1 minute @ broadband



Avaya -- Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy