Avaya NN44400-120 manual Cannot get a connection to the Agent Desktop server

Troubleshooting Agent Desktop on Offsite Agent

I cannot get a connection to the Agent Desktop server

This procedure describes things to check if you cannot connect to the Agent Desktop server using the URL supplied by your administrator.

Procedure steps

Step Action

1Check whether your broadband connection is up and you can access general Internet sites, e.g. www.avaya.com.

2Check whether you can connect to other servers in your corporate domain, e.g. corporate e-mail.

3If your broadband connection is working and you can connect to other servers in your corporate domain, contact the Offsite Agent administrator for assistance.

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I am on a call but the Agent Desktop displays a new contact

This procedure describes the actions to take if you receive a contact notification on the Agent Desktop while you are already on a call. The most likely cause if you are in On Demand mode is that you have taken or made a non-contact center call using your telephone, but did not make yourself Not Ready.

Procedure steps

Step Action

1Check whether you are in Ready state.

2Select Go Ready from the Agent Status list to change yourself to Not Ready.

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Agent Desktop stops responding but my Permanent Mode connection stays up

This procedure describes the actions to take if your Agent Desktop stops responding but your Permanent Mode call stays up. The most likely cause of this situation is a loss of connection between your desktop computer and the Agent Desktop server.

You need to disconnect your permanent mode call by exceeding the Permanent Mode hang-up limit of five hang-ups in fifteen seconds.

46 NN44400-120 Offsite Agent User Guide 26 November 2010