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Troubleshooting Agent Desktop on Offsite Agent
46 NN44400-120 Offsite Agent User Guide 26 November 2010
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
1 Check whether your broadband connection is up and you can access general Internet
sites, e.g. www.avaya.com.
2 Check whether you can connect to other servers in your corporate domain, e.g.
corporate e-mail.
3 If your broadband connection is working and you can connect to other servers in your
corporate domain, contact the Offsite Agent administrator for assistance.
--End--
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
1 Check whether you are in Ready state.
2 Select Go Ready from the Agent Status list to change yourself to Not Ready.
--End--
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.