Making and receiving calls | Avaya 7 manual

Appendix C: Troubleshooting

Making and receiving calls

This section lists problems that are associated with placing outgoing calls and receiving incoming ACD calls through Avaya IP Agent.

Problem	What to do

Agents cannot place calls.	● Ensure that the agent is logged in.
	● Check the Windows Dialing Properties
	to rule out improper number formatting.
	Dialing rules must conform to the
	dialing rules of the country in which the
	Avaya communication server resides.
	● Ensure that calling cards are not being
	used.

150 Avaya IP Agent Installation and User Guide for Citrix

June 2007

Image 150

Avaya 7 manual Making and receiving calls

Contents

Release Installation and User Guide for Citrix Avaya IP Agent Compas Contents Contents Contents Contents Contents Contents Purpose Reasons for reissuePreface Audience Related documents What is Avaya IP Agent for Citrix? Avaya IP Agent features for CitrixIntroduction Available configuration and supported communication servers Usability features Telecommuter configuration What you need to know about the Telecommuter configurationCompatible telephone types for Avaya IP Agent Telephone model Communication Additional features Platform Supported telephone types Network compatibility Recommended telephone types Network compatibility Page Configuring the Avaya communication server Required Avaya communication server circuit packs LAN circuit pack IP Media Processor Documentation Validating Feature Access CodesSteps for validating Feature Access Codes Before you begin Telecommuter configurations Steps for ensuring Telecommuter station settings Ensuring compatibilityBefore you begin Configuring station settings Steps for configuring Telecommuter station settings Set the Multimedia Mode field to enhanced Telecommuter configurations Configuring the Avaya communication server Installing Avaya IP Agent Software download package contentsPrerequisites Processor Avaya communication serverServer hardware Hard disk space Peripherals Server softwareNetworking Server operating system Memory Installing Avaya IP Agent Installing Avaya IP Agent Reinstalling Avaya IP Agent Uninstalling Avaya IP AgentIntroduction Steps for uninstalling Avaya IP Agent Page Avaya IP Agent enhanced configuration options Configuring the Emergency Call Handling Service Administering Avaya IP Agent for Emergency Call Handling Steps Select the Emergency tab Load Balancing configuration Configuring server load balancing across gatekeepersAlternate Gatekeeper configuration Tip Load Balancing documentation Page Steps for starting Avaya IP Agent Starting and Stopping Avaya IP AgentStarting Avaya IP Agent Select Programs Avaya Select Avaya IP Agent language Initializing IP Endpoint configurations StepsSelect the Log into Avaya call server option Initializing IP Endpoint configurations Starting and Stopping Avaya IP Agent Registering with the Avaya communication server Setting default registration information Steps for registering with an Avaya communication server Logging in as an agent EAS Steps for logging in EAS Logging in as an agent non-EAS Steps for logging in non-EASSelect Tools Program Options Logging out of Avaya IP Agent Using alternate user interfaces Exiting Avaya IP Agent Titlebar interface AutoAnswer interfaceMini interface Selecting an alternate interface Removing alternate user interfaces Accessing featuresReturning to the main interface AutoAnswer Mini Interface Titlebar Renaming alternate user interfaces Page Using VuStats Configuration Using VuStats Adjusting intervals for monitoring VuStats Start the VuStats Monitor Definitions of agent work modes Selecting an agent work modeAvaya IP Agent basic operations Auto-In and Manual-In Changing work modes ACW After-Call WorkAUX Auxiliary Work Handling incoming calls Answering a call Configuration settings for Telecommuter Auto-Answer Telecommuter Auto-AnswerSteps for answering Telecommuter Auto-Answer calls Reconnecting to a call on hold Using Manual HoldUsing Auto Hold Holding a call Releasing a call Steps for releasing a call Dropping a call Transferring a callBasic call transfer Unsupervised call transfer Steps for a Basic Transfer Enhanced call transfer Steps for an Unsupervised TransferSteps for an Enhanced Transfer Conferencing calls Then Steps for using Basic Conference Basic Conference Example Steps for using Enhanced Conference Enhanced Conference Then Handling outgoing calls Recent Calls list Using the Phone Directory Steps for using the Recent Calls list Menu bar FileEdit Toolbar ViewAction Administering and using Speed Dial Phone Directory window usageMore information Steps for assigning a Speed Dial number Using a Speed Dial number Abbreviated Dial button Steps for using Abbreviated Dial Select Tools Phone FeaturesAbbreviated Dial Autodial 51008 Page Using a Public Directory with Avaya IP Agent Defining a Public Directory serviceSteps for defining a Public Directory service Using a Public Directory with Avaya IP Agent Searching a Public Directory Steps for searching a Public Directory Using a Public Directory with Avaya IP Agent Select Add to Directory Select Send EmailSelect Properties Agent Phone Directory Selecting the fields to display and the order Steps for displaying Public Directory fields Identifying multiple telephone number fields Steps for identifying telephone number fields Deleting a Public Directory service Steps for deleting a Public Directory service From the Directory Menu, select Remove Page Screen pops Before you begin Creating a Windows application screen pop Steps for creating an application screen pop Creating a Windows application screen pop Then Creating a Windows application screen pop Screen pops Creating a DDE screen pop Steps for creating a DDE screen popSelect the Dynamic Data Exchange DDE option button Then Creating a DDE screen pop Screen pops Setting the active screen pop Steps for setting an active screen pop Modifying a screen pop Steps for modifying a screen pop Deleting a screen pop Steps for deleting a screen popPage Dialog Reference Main window and menusMenu bar File menu Edit menu Call menu View menu Agent menu Tools menu Audio menu Toolbars Help menuToolbar locations Phone buttons toolbar Dial Number toolbarDial Pad window Phone Directory window Agent toolbar Phone features toolbarFeature button toolbar Call History window Information panels Headset toolbarCall Information Panel Phone Display Panel System Tray iconAgent Information Panel Placing calls through the System Tray icon Avaya IP Agent option dialogs Call handling with the System Tray icon General Settings panel ACD Agent panel Call Handling panel Call History panel Call Information Display panel User Interface Options panel External Number Format panel Event Logging panel Voice Message Number panel Feature Access panel Login Settings dialog box Login tab Call Server tab Audio tab Emergency tab Audio Port Range Administration Advanced tab Login Settings dialog box Volume and Ringer Settings dialog box Ringer Shortcut key functions Call featuresAppendix a Shortcut keys Press Agent features Avaya IP Agent features Windows features Page Appendix B Language support Untranslated componentsSupported languages for Avaya IP Agent Appendix B Language support Appendix C Troubleshooting Diagnostic log filesFilename Contents Login Problem What to doSupport for auto-answer option Automatic login option in the Program For auto-answer in the Program Options Making and receiving calls Ensure that the Enable support for \Program Files\Avaya\ Avaya IP Agent Other Features windowService-provider Trunk-Group definition form is set to Phone Features window Phone Features or Personal PhoneSelect Tools Phone Features from Rename All Extensions option Alternative solution possibilities Glossary Auto-answer AUX modeAssist Auto-In Call appearance Basic ConferenceBasic Transfer Call Information Dial Number button Delimited text fileDial Pad Dial Number toolbar Installation folder Feature AccessFeature button Enhanced Login LightweightDirectory Access Login ID On-Hook Phone display Prompted digits Pstn Tapi Assisted SwitchSystem Tray Dialing Monitor window Windows TerminalPage Index Index EAS 138 ACW