Alternative solution possibilities | Avaya 7 guide

Appendix C: Troubleshooting

Problem	What to do

The folders in the Phone Features window	This problem occurs when multiple
are not in the appropriate language.	languages are installed for Avaya IP Agent.
	When first opened, the Phone Features
	window displays the names of the folders in
	the language version of Avaya IP Agent
	that is currently running. However, if you
	change to a different language version, the
	folders in this window retain the language
	used when the window was first opened. To
	reset the folders to the current language,
	select File > Rebuild All from the menu
	bar on the Phone Features window. This
	action will reset all folders and features.
	Any customization you may have made to
	feature names will be lost.

How to remove the call timer	The call timer can be removed from Call
	Information Panels by editing the following
	entry in the Registry:
	[HKEY_CURRENT_USER\SOFTWARE\Avaya\
	Avaya IP Agent\Config\Settings]
	"HideCallTimer"=dword:00000001

Fatal errors are occurring when the Call	This could be a sign that the Avaya IP
History window is opened.	Agent database is corrupt. To resolve this
	problem, uninstall and reinstall Avaya IP
	Agent. Any data stored in the database
	previous to this action is lost.

Alternative solution possibilities

If the information in this section did not solve your problem, it is possible that areas other than Avaya IP Agent are at fault. You can investigate the following areas for solutions:

●Firewall configurations

●Network configurations and available bandwidth

●Speed and available resources of the personal computer being used with Avaya IP Agent

●Problems with the Central Office (your telephone service provider)

●Network failures (WAN/LAN)

●Problems occurring in the other party’s telephone system

●Avaya communication server configuration problems

154 Avaya IP Agent Installation and User Guide for Citrix

June 2007

Image 154

Avaya 7 manual Alternative solution possibilities

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 Avaya IP Agent features for Citrix What is Avaya IP Agent for Citrix?Introduction Available configuration and supported communication servers Usability features What you need to know about the Telecommuter configuration 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 Ensuring compatibility Steps for ensuring Telecommuter station settingsBefore 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 Software download package contents Installing Avaya IP AgentPrerequisites Processor Avaya communication serverServer hardware Hard disk space Peripherals Server softwareNetworking Server operating system Memory Installing Avaya IP Agent Installing Avaya IP Agent Uninstalling Avaya IP Agent Reinstalling 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 Steps Initializing IP Endpoint configurationsSelect 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 Steps for logging in non-EAS Logging in as an agent 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 ACW After-Call Work Changing work modesAUX Auxiliary Work Handling incoming calls Answering a call Telecommuter Auto-Answer Configuration settings for 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 Transferring a call Dropping a callBasic call transfer Unsupervised call transfer Steps for a Basic Transfer Steps for an Unsupervised Transfer Enhanced call 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 File Menu barEdit View ToolbarAction Phone Directory window usage Administering and using Speed DialMore information Steps for assigning a Speed Dial number Using a Speed Dial number Abbreviated Dial button Select Tools Phone Features Steps for using Abbreviated DialAbbreviated Dial Autodial 51008 Page Defining a Public Directory service Using a Public Directory with Avaya IP AgentSteps 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 Steps for creating a DDE screen pop 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 Main window and menus Dialog ReferenceMenu bar File menu Edit menu Call menu View menu Agent menu Tools menu Audio menu Help menu ToolbarsToolbar locations Dial Number toolbar Phone buttons toolbarDial Pad window Phone Directory window Agent toolbar Phone features toolbarFeature button toolbar Call History window Headset toolbar Information panelsCall 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 Untranslated components Appendix B Language supportSupported languages for Avaya IP Agent Appendix B Language support Diagnostic log files Appendix C TroubleshootingFilename Contents Problem What to do LoginSupport 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