Agent Desktop Application Problems

You are not able to log in to the Agent Desktop.

1. Check to make sure that cookies are enabled in Internet Explorer.

2. Ensure that the correct user name and password are entered in the login screen.

During login, the error message "Invalid phone number" appears after you click Go.

Check the format of the DN that you entered and make sure the number is valid.

You accidentally closed the browser window while on a call.

If you close the browser window while on a call, you cannot log in again until you complete the call. If you close the browser window while the call is on hold, the system automatically takes the call off hold.

When you refresh the Agent Desktop window, you are logged out and the login screen is displayed

Log in again. Avoid refreshing the window while logged in.

The status bar on the Agent Desktop displays "Not Responding" and your phone does not ring.

1. Check the volume setting on the phone and make sure that the ringer is set to "high."

2. Check the DN (dial number), including the dialing prefix, and make sure it is correct.

3. After resolving the problem, change your state to Available or Idle by clicking one of the buttons on the message that appeared when you entered the Not Responding state.

After reconnecting to the system following a network interruption, you are suddenly logged out.

Log in to the Agent Desktop again. If you are unable to log in, escalate to Customer Support.

Re-launching the Agent Desktop while logged in may create problems

Do not open more than one Agent Desktop application at a time on the desktop.

The Agent Desktop becomes very slow.

This can happen when you leave the Agent Desktop open for long periods of time. Close both the Agent Desktop and the browser after logging out of the system. If this does not help, end the process from within the Windows Task Manager.

The Agent Desktop occasionally logs out agents following a network interruption.

Log in to the Agent Desktop again.

The Agent Desktop is not completely displayed.

Minimize the Agent Desktop, and then restore it from the taskbar.

Launch pages and graphs are not displayed properly.

Make sure that in Internet Explorer, the Show Pictures option is selected in the Advanced tab of the Internet Options dialog box.

You are available but no calls are sent to you.

Make sure you are in the Available state and are logged in to the correct team.

You are talking to a customer, but the Agent Desktop status bar displays Reserved.

Report the incident to Customer Support.

Your agent softphone is not ringing, but the Agent Desktop status bar displays Not Responding.

Make sure that you entered the correct DN.

The Agent Desktop status bar displays Re-connecting.

Check to see if the PC network cable has been disconnected or loosened. If you do not see a message indicating that there has been a network problem, escalate to Customer Support.

You answer a call, but the call disconnects after 30 seconds.

If Not Responding is displayed in the Agent Desktop status bar, change to the Available state and wait for the next call.

The Internet Explorer browser freezes.

Open Windows Task Manager and end all browser processes.

Pop-up blockers appear.

From the Internet Explorer Tools menu, disable pop-up blockers.

The Agent Desktop status bar displays a connected state while the phone is ringing.

Report the incident to Customer Support.

An outbound call fails.

Make sure you entered the correct DN and prefix.

During a blind transfer, call details are not displayed on the Agent Desktop of the receiving agent while that agent is in the Reserved state.

The Reserved state is very transient. Call details are displayed as soon as the second agent answers the call.