Dialer

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Sip Dialer - SecurityLogin return:-9

Problem:

While restarting the sip dialer, it failed to start.

Troubleshooting step:

  1. Check if there is an error in the sip dialer's log.
  2. If there is a below error then this could be because of AES down.
  3. Ping AES IP and check if it's reachable. If it's not reported to the IT team.

DEBUG VoiceLibrary.TServerManager - SecurityLogout return:-3:
DEBUG VoiceLibrary.TServerManager - SecurityLogin return:-9:

Solution:

Report to IT Team at customer environment to get the AES up and running.

Scheduled callback is failing

 a) Issue description:

Once the chat is disconnected, agent can schedule the callback by given date and time. It is failing with TMAC UI error "Schedule fail"

b) Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC ServerDialer certificateGo to TMACServer folder -> AMACWebServerWin.exe.config/ template.config

Check the key "DialerServiceCertificate" and its value.

Certificate path and certificate(Server cert) should be valid

c) Keywords to Search:
ComponentKeywordsLog Path
TMAC Server LogRescheduleRequestGo to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs

d) Resolution: 

Configure the correct cert name and path in the TMAC server config