If you do not see a message indicating that there has been a network problem, escalate to Customer Support. The Agent Desktop status bar displays Re-connecting.Ĭheck to see if the PC network cable has been disconnected or loosened. Make sure that you entered the correct DN. Your agent softphone is not ringing, but the Agent Desktop status bar displays Not Responding. You are talking to a customer, but the Agent Desktop status bar displays Reserved. Make sure you are in the Available state and are logged in to the correct team. You are available but no calls are sent to you. Make sure that in Internet Explorer, the Show Pictures option is selected in the Advanced tab of the Internet Options dialog box. Launch pages and graphs are not displayed properly. Minimize the Agent Desktop, and then restore it from the taskbar. The Agent Desktop is not completely displayed. The Agent Desktop occasionally logs out agents following a network interruption. If this does not help, end the process from within the Windows Task Manager. Close both the Agent Desktop and the browser after logging out of the system. This can happen when you leave the Agent Desktop open for long periods of time. Re-launching the Agent Desktop while logged in may create problemsĭo not open more than one Agent Desktop application at a time on the desktop. If you are unable to log in, escalate to Customer Support. The status bar on the Agent Desktop displays "Not Responding" and your phone does not ring.Ĭheck the volume setting on the phone and make sure that the ringer is set to "high."Ĭheck the DN (dial number), including the dialing prefix, and make sure it is correct.Īfter 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.Īfter reconnecting to the system following a network interruption, you are suddenly logged out. Avoid refreshing the window while logged in. When you refresh the Agent Desktop window, you are logged out and the login screen is displayed If you close the browser window while the call is on hold, the system automatically takes the call off hold. If you close the browser window while on a call, you cannot log in again until you complete the call. You accidentally closed the browser window while on a call. You are not able to log in to the Agent Desktop.Ĭheck to make sure that cookies are enabled in Internet Explorer.Įnsure that the correct user name and password are entered in the login screen.ĭuring login, the error message "Invalid phone number" appears after you click Go.Ĭheck the format of the DN that you entered and make sure the number is valid. If you experience a problem while using the Agent Desktop application, the following may help you solve the problem.
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