Can log in an agent in IP Agent but not One X Agent

[Johnny3937]

For some reason I can log in an agent using IP Agent and it goes into Aux mode after logging in, but in One X trying to do the same thing I either get a wave off tone......or if I remove the password it will give me dial tone long enough to enter the digits manually....then it acts like it is going to log in, but won't stay in aux mode. It just logs you out.
Any idea about the differences between the two programs? This is all happening on the same CM in the same building.

 

[DAVIDPAYNE]

Do you have the correct Lic to use One-X Agent? I believe it is IP Agent 9.

 

[Johnny3937]

I can get logged into the phone portion of Onex, but not the agent portion. Where would I look to see the licensing?

 

[DAVIDPAYNE]

Disp Cap", page 12. And it will allow you to login the phone part, it only check the Lic, when you try to login the Agent ID.

 

[whitfield77]

... acts like it is going to log in, but won't stay in aux mode. It just logs you out...

This almost sounds like your agent is set to use auto-answer, but oneX agent isn't. Check System Settings, Login section, 'CM Auto Answer Support Required'

 

[BIS]

Another thing to check is to make sure the extension that the one-x agent logs into has an aux-work RC: 0 defined.

 

[whitfield77]

We've always had to assign just a blank aux-work button, with no RC. 1x gives us trouble if we assign a RC.

 

[Stinney]

Our station setup has an aux-work button with RC 0 and causes no issues with one-X Agent. We're using the latest version 2.5.1072.11103



- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Stinney]

Avaya document: Administering Communication Manager for Avaya one-X Agent, Release 2.5, June 2011, page 14 begins the requirements for the station used.

On Page 17:

The mandatory feature buttons are manual-in, auto-in, after-call, and auxwork. Without these buttons, an agent cannot log in.

Obviously you don't have to assign both manual-in and auto-in, assign which you use in your call center.

The auto-answer support is also required if your agents are setup for auto-answer as mentioned already.

You also have to make sure that a release button is defined in order for the release of calls to work properly.

Page 17 also notes that:

The 4600, 6400, and 607A1 telephone types do not include a Drop button. Therefore, you must assign a drop function for each station to ensure that the Avaya one-X Agent Drop feature works correctly.


- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!