One-X Agent 2.5.4 Dialpad buttons don't function on new Win7 64 bit laptop

[shoehorn]

None of the dialpad buttons or menu are working for a new install of One-X Agent 2.5.4 on a new Windows 7 64 bit laptop. The dialpad acts like it is only 2 dimensional instead of 3 dimensional. The voicemail button in the main One-X window is working and dials out when depressed. This is the first install of the One-X Agent 2.5.4 on a Win 7 64 bit laptop or PC. At first the laptop only had dot net 4.5 but now has dot net 3.5 sp1 as well but it didn't make a difference. The laptop also has the correct Visual Basic C++ 2008 redistributable package as well. Has anyone encountered this problem? This One-X Agent station configuration is the same in the PBX as he had on his previous Win 7 32 bit laptop that worked without any issues. Is there a fix for the dialpad problem? I have not found a reference to anyone else having this problem. We have One-X Agent 2.5.2 & 2.5.4 working for our 70 at home agents using company PCs and all others in the 250 seat call center.

Thank you,

Chris

 

[Stinney]

We're using it with Win7 64 bit without any issues, we're using a 9630 phone type. What phone type are you using in the PBX? Can the user enter digits using the keypad on their computer? Have you excluded real time/on access virus scanning of onexagentui.exe and sparkemulator.exe on the new PC?

Might be a bug:

http://www.iaug.org/p/fo/et/thread=34312

Are they just trying to dial their password for voicemail when the issue occurs? Can they select an open line on the dialpad and then dial digits?

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[shoehorn]

We use phone type 8434D for One-X Agent softphone on the PC with USB headset without any issues throughout the enterprise. Te user had this same phone number set up in the PBX for One-X Agent on his previous laptop and never had any issues. Nothing has changed in the PBX for his station form. There is no hard phone involved. We didn't try entering digits from the keypad but it wouldn't matter because you can't select a line from the One-X dialpad to get dialtone. The user cannot select a line or use any of the buttons/keys on the One-X dialpad. We have not looked at anything to do with the virus scanning on the PC.
Thank you,
My team will follow up on the suggestions about the virus scanning. And I'll take a look at the link you included. I'll add it to the post if we come up with a resolution.
Chris

 

[Stinney]

I had one agent on XP where the application worked fine for 2 weeks, then nothing would work. She couldn't answer calls, she couldn't make calls, none of the buttons on the one-X Agent appication would work. You would try to select the menu, open a line, use the dial pad, nothing would work.

The error logs kept indicating an issue communicating with Spark Emulator. Avaya had me jump through hoops, making sure virus scanning wasn't blocking anything. Even after doing everything Avaya said, it didn't resovle until she got a new laptop. Never could figure out why it was happening on just her laptop and not anyone elses. Avaya gave up and said it wasn't their issue, that something we were doing was preventing the application from communicating with Spark Emulator.

One issue we have been having unrelated to one-X Agent, but caused issues with the network connections was the port speed on the NIC card and network switches. We had them set to 100 Full for call recording. But for whatever reason, using these settings on the new Windows 7 laptops caused severe network lag and recording of laptop screens to stop working. We moved back to an auto/auto setting and everything started working normally again.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"