TMAC

Aux Status change on TMAC goes back to Default Aux

Issue: If we change the status to any other aux codes in Agent-Desktop it sets to default status.

Issue Description:

When we log in to Agent-Desktop and try to change the status from “Available” to any other aux codes like Break/Meeting/Logout it sets to “Default”.

Troubleshooting/Initial Analysis:

  1. Please check if reason codes are added in Avaya CM.

2. Please check if same configured in OCM> Agent> Agent Aux Codes Module.

3. Please check Avaya CM settings

Execute the following command: display system-parameters features - go to page 14 - Aux Work Reason Code Type to be set to "forced"

Root Cause:

Aux work reason code type in avaya CM was set to “none”

Resolution/Fix:

We must use “forced” value to “Aux Work Reason Code Types” in avaya CM.

Once the changes are made, please restart TMAC service and login to Agent-Desktop.

 

 

Chat tab see when voice call is assigned on TMAC

Issue: Voice tab is not seen instead  Chat tab is seen in Agent-Desktop when voice call is initiated.

Troubleshooting/Analysis:

  1. Please make sure you are dialing to proper voice skill configured in Avaya CM.
  2. Make sure voice skill is assigned to agent in OCM under skill assignment module.

3. Please check the extension range in Chat Server Config.

4. Check the ANI configured in textchatserverconfig.json and template.config file in TMAC server. Make sure this range is exactly same as that configured in Chat Server Config as point 3. If this value has range of that of incoming voice call ANI, then chat tab would be shown.

Root Cause:
ANI number configured in textchatserverconfig.json and template.config in TMAC server has wrong extension range means it was including voice extension range.
Example:
Voice ANI/VDN: 1000-2000
Chat range: 3000-4000 (as configured in chat server)
Should work fine.

Resolution/Fix:
Mentioning valid chat skill range in textchatserverconfig.json and template.config of TMAC server. We have made sure that voice skill extension range did not lie in chat ANI range.

confirm button is disabled/greyed out to during transfer/conference

Issue: when Agent A initiates consult transfer/conference to Agent B from Agent-Desktop , “confirm” button is disabled/greyed out to Agent A after Agent B receives/answers the call.

Issue Description:

Agent A logged into Agent-Desktop with valid LAN ID and station ID and receives call then does consult transfers/conference the call to skill/agent list.

Agent B logged into Agent-Desktop with different LAN ID and station ID. Agent B receives the call. Now, Agent A should be able to see “confirm” button. But here Agent A can not see “confirm” button as it is greyed out. Also UCID receiving is all 0’s from AES.

 

Troubleshooting/Initial Analysis:

  1. Please make sure that agents are using different station ID.
  2. Make sure Agent A has received the call.
  3. Check for exception/error in TMAC server logs. If so, we need to resolve that.
  4. Check for “remote connected” keyword in TMAC server logs.

In above screenshot (example), Agent B (service.nto:1004) receives the call, onconnect event in tmac server then for agent A (2001:1003) says type=TransferRemoteConnected. If we see “TransferRemoteConnected” then there won’t be issue with TMAC server end.

5.Check TMAC server logs for UCID and it should be unique. If we are receiving all 0’s for UCID then something needs to be checked from avaya CM side.

UCID information is received from avaya AES-> CM to our application.

6. Please check for UCID settings in Avaya CM.

Root Cause:

  1. UCID receiving all 0’s from Avaya CM end.
  2. UCID related settings is not valid in Avaya CM.

Resolution/Fix:

We should have below settings in Avaya CM for UCID.

Post these changes we can restart TMAC server and re-login to Agent-Desktop. Then “confirm” button should be visible and should work fine. Also UCID we are receiving unique id’s.

TMAC do not show station not registered message when Avaya station is not registered

Issue: 

TMAC UI do not show "station not registered" error message when Avaya station is not registered to Avaya SM.

Resolution:

  1. Check following key values in TMACServer configuration,

<add key="AgentLogin_LoadStationStatus" value="1"/>

<add key="AgentLogin_CheckStationValidity" value="1"/>
<add key="AgentLogin_CheckStationValidityNumber" value="6200324511"/>

Note : Value for key  "AgentLogin_CheckStationValidityNumber" must be the VDN provided by avaya Admin for station registered check.

2. Also the station type must be value in Avaya must contain "SIP" eg: 9611SIPCC , any other type which do not contain "SIP", the station registration check will fail and TMAC UI allow login even when station is not registered

TMAC auto make call function is failling in sip dialer callback when Station is logged in through Avaya work place softphone.

Issue description:

When SIP dialer triggers the callback call via AVAYA SM and station login is through Avaya workspace softphone, TMAC UI fails to dial the preffered contact automatically.

Resolution:

  1. Set up the SIP trunk to the 5060 port of the server where Sip dialer is deployed.
  2. Change the SIP dialer configuration of Session Manager IP  to point to Avaya CM IP and port. i:e; Pbx1.Addr and Pbx1.Port
  3. SIP Dialer flow file must contain the value of uui = {1}{0}|CALLBACK
  4. TMAC Server config for these keys must be;                             Voice_PerformActionsForIncomingCalls="1" ;                         Voice_IncomingCallActionsCount="1";                         Voice_IncomingCallActionSubChannel_1="CB"

VIVR Transfer from Agent A to Agent B failed in Avaya routing with error code -10

Issue:

When Agent A transfer vivr chat to Agent B, transfer fail with a red error alert in TMAC UI.

Troubleshoot:

  1. Check CTIServer log for CSTA error
  2. Check TMACServer log for "TransferInitiated" keyword. Look for error code -10

Resolution:

  1. Adding correct DMCC ranges in TMAC exception list (This has fixed resources busy issue)
  2. Configured ASAI version as 12 (from 10) on AES webpage under AES TSAPI configuration- This has fixed consult & conference feature used by TMAC to consult and conf direct agent (by clicking on Finish button) – UOBI has AES R10.1.2

 

After transfer Agent B unable to send text to customer

Issue description:

After Agent A transfers the chat interaction to Agent B, messages sent from Agent B is not able to display in VIVR page. But agent will be able to read messages sent from customer.

Troubleshooting steps:

  1. Check TMAC Server log for texts typed the agent
  2. Look for same message in TComm Server log
  3. If message present in TComm Server log it confirms that message is sent out of TComm server to VIVR via TComm proxy

Root Cause:

VVIV page checks for agent details in the incoming chat events, if the access role value is missing or empty in agent details then vivr will not be able to display the text message.

Resolution:

Assign the access role to agent in "Role Mapping" tab of OCM User Onboarding module for both the Agent A and Agent B.

VIVR Text chat disconnects with "session closed" message after connecting to live agent via CM routing in 45sec.

Issue Description:

After self service flow is complete, chat is requeued to live agent via CM routing. Chat session abruptly ends after 45-50 seconds even when chat interaction is on-ongoing. VIVR page shows "Session end"  message

 

Troubleshooting steps:

  1. Check chat server log to identify OnDisconnect event is from customer side or agent side
  2. Once agent side disconnection is confirmed check TSAPI client log to see the TSAPI error code
  3.  Run trace on CM for the trunk used for Chatserver until the chat disconnection occur
  4. Check for CM trace log for disconnection, if the trace log say Temporary Failur 1192 error message it will confirm that the issue is with SIP call.

Root Cause:

When requeue happens from TPPVA >TMACServer > ChatServer (TComm) > Avaya CM , there will be an active SIP call from TComm to Agent Station. If the IP-IP Direct Media is not enabled for the used trunk in Avaya CM then call will get disconnected after 45seconds timeout

Resolution:

Follow below settings as per TComm Server deployment guide.

     

  • And go to next page by pressing “F7”, Fill the details as shown below:

Transport Method: tcp

Near-end Node Name: procr

Far-end Node Name: TextChatServer2 (node name)

Initiate IP-IP direct media : Y.

Near-end Listen Port & Far-end Listen Port: Default it will be 5060, you can use other ports provided you are able to telnet to the CM IP and that port successfully

press “F3” function key to submit the values.

Chat with Us_ Unable to live chat transfer

Scenario: A customer has logged on to the VIVR page and has opted for the Chat with Us menu. Once the menu was selected, customer has inserted the NRIC and OTP number successfully and waiting to route to live agent. After a few seconds of being in queue, customer receives “Thank you for your patience. Our service representatives are currently engaged” display message.

On TMAC UI, there is an available agent with the correct skill assigned.

Cross-check possibilities

  • Set sendteam_wallboard = 1 in template.config>TMAC Server
  • Ensure the agent’s chat channel count is 5 [Useronboarding> OCM]

Logs:

Chatbot.log shows the variable1 = -1

The sys.wallboard.stf. prints the Skill number that is configured in the Session_Master.json_approved and chat_rules.json

Findings:

Ensure that the vdn and skills configured in chat_intentmaster.json, chat_rules.json and Session_Master.json_approved correctly, cross check with Avaya what is set on their end.

Chat_intentmaster – should configure the vdn numbers for mainINVEbankSIT and mainINVEcardSIT

Chat_rules – should configure the skill numbers for check card agent availability and check bank agent availability

Session_Master.json_approved – should configure the skill numbers that will be printed in the chatbot logs.

SecurityLogin: -1 ; AgentLoginFailed: -3

Issue: When agent tries to login, TMAC UI error pop up "CTI login failed"

Troubleshoot steps:

  1. Check TMACServer log for keyword "SecurityLogin" and error code -1
  2. Check TMACServer log for keyword "AgentLoginFailed" and error code -3
  3. Check AESCTIWrapper log for "SecurityLoginDone" and  values for ErrorInfo: ResponseStatus and ErrorCode: , if these values are not matching the following TSAPI Error codes.
    1. #define ACSERR_APIVERDENIED -1 /* The API Version
      * requested is invalid
      * and not supported by
      * the API Client Library.
      */
      #define ACSERR_BADPARAMETER -2 /* One or more of the
      * parameters is invalid.
      */
      #define ACSERR_DUPSTREAM -3 /* This return indicates
      * that an ACS stream is
      * already established
      * with the requested server.
      */
      #define ACSERR_NODRIVER -4 /* This error return
      * value indicates that
      * no API Client Library
      * Driver was found or
      *installed on the system.
      */
      #define ACSERR_NOSERVER -5 /* The requested Server
      * is not present in the
      * network.
      */
      #define ACSERR_NORESOURCE -6 /* There are insufficient
      * resources to open an
      * ACS stream.
      */
      #define ACSERR_UBUFSMALL -7 /* The user buffer size
      * was smaller than the
      * size of the next
      * available event.
      */
      #define ACSERR_NOMESSAGE -8 /* There were no messages
      * available to return to
      * the application.
      */#define ACSERR_UNKNOWN -9 /* The ACS stream has
      * encountered an
      * unspecified error.
      */
      #define ACSERR_BADHDL -10 /* The ACS Handle is
      * invalid.
      */
      #define ACSERR_STREAM_FAILED -11 /* The ACS stream has
      * failed due to
      * network problems.
      * No further
      * operations are
      * possible on this stream.
      */
      #define ACSERR_NOBUFFERS -12 /* There were not
      * enough buffers
      * available to place
      * an outgoing message
      * on the send queue.
      * No message has been sent.
      */
      #define ACSERR_QUEUE_FULL -13 /* The send queue is
      * full. No message
      * has been sent.
      */
      #define ACSERR_SSL_INIT_FAILED -14 /* This return value
      * indicates that a stream
      * could not be opened
      * because initialization of
      * the OpenSSL library
      * failed.
      */
      #define ACSERR_SSL_CONNECT_FAILED -15 /* This return value
      * indicates that a stream
      * could not be opened
      * because the SSL connection
      * failed.
      */
      #define ACSERR_SSL_FQDN_MISMATCH -16 /* This return value
      * indicates that a stream
      * could not be opened
      * because during the SSL
      * handshake, the fully
      * qualified domain name
      * (FQDN) in the server
      * certificate did not match
      * the expected FQDN*/
      */
  4. If error code doesn't match any of the above return values, note the number value in ResponseStatus, then run query in database table select * from AGT_Agents where pbxid= null or pbxid='0'
  5. If any rows in database exists for pbxid=Null or pbxid='o' or pbxid='<any single digit integer value>' then manually update the PBXID field from OCM User Onboarding module with Avaya agent ID value.

Root Cause: PBXID being Null / 0 (zero) / Single digit is a product bug for CTIServer Version < 6.0.04.10

Mapping of Session Variable to Group ID column in OCM AV Playback Report

A Session_Variable can be Mapped to group ID column with following configs  in TPPVA and TMAC Server :

(Here  "UCID" is taken as an example ,which  is available in TPPVA logs in SessionVariables list as pUcid="value")

  • TPPVA

>UserDataMapping.json

GroupID:pUcid

>DataMapping.json

GroupID:SessionVar.pUcid

>Template.config

<add key="Requeue_GroupIdVariable" value="pUcid"/>

  • TMAC Server

>ChatJsonConfig.config

groupid=pUcid

Second / Concurrent chat is not routed to agent TAMC UI - Avaya CM

Issue description:

When only one agent is logged-in and two chats are queued to the agent, 1st chat is routed to agent and second chat will be in queue.

 

Analysis step:

  1. Check TMAC for keyword "requeue" event for the second sessionid to confirm tmac has initiated requeue request to comm server.
  2. In commserver sip log look for SIP invite for the given sessionid (last 4 digits). If sip invite exists, the sip signalling to CM has initiated
  3. Look for TASPI events in CTITASPWRAPPER log for the given session id. If TSAPI session id doesn't exist, that confirms that avaya CM hasn't routed the call to agent.

Resolution:

Check MCH setting in chat skill was set to None or Many in Avaya.

It should be set to Many

System.NotSupported Exception - An attempt was made to load an assembly from a network location

Error: AMACWebServerLogic.CommandLogic - Exception in Custom_InvokeFunction:System.NotSupportedException: An attempt was made to load an assembly from an network location which would have caused the assembly to be sandboxed in previous versions of the .NET Framework. This release of the .Net Framework does not enable CAS policy by default, so this load may be dangerous.

Troubleshooting:

  1. Check if the dll is blocked. Go to properties of dll (dll->rightclick->Properties-General)
  2. Click unblock -> OK.

To Unblock dll through power shell command.

Method 1: To Unblock all blocked dll in side a child folder also.

get-childitem "C:\Users\winaero\Downloads" | unblock-file

Method 2: To Unblock all blocked dll in side a particular folder.

dir <path> | Unblock-File

Method 3: Manually unblock one by one

Manually  select dll(s)-> Right Click -> Properties -> Unblock -> OK.

If the above method is not fixed and identified different solution. Please update this FAQ with the solution

Text Chat transfer from Agent A to Agent B fails in TMAC UI.

Issue description:

Text chat transfer from Agent A to Agent B failing. On agent B text chat tab opens but grays out immediately.

Logs to check:

  1. TMACServer log
  2. tpmsinterconnect.log in TMAC logs directory

Analysis:

In tpmsserver.log look for the error line with the reason.

Root Cause:

In TMAC Version =< 5.1.10.30 While text chat transfers from Agent-A to Agent-B, tmac will send agent properties along with the event data. When event data size crosses the "Maximum supported content length" transfer event interrupts and fails with just opening the tab size. Agent properties are from OCM_Agent_Profile table contains data including agent profile pic.

Resolution:

Reduce or remove agent profile pic setting in OCM agent settings.

ChatBot not receiving concurrent audio/video chat

Issue description:

ChatBot not able to receive concurrent chat when VisualIVR is in audio/video mode, Even after having "On Call" state in the valid state list of WorkQueue and TMAC Server configuration.

i.e when the ChatBot is processing one chat, the second chat will be in queue, instead of processing concurrent chat.

Troubleshooting steps:

  • Check if audio/video channel is limited to receive concurrent calls in TMAC configuration.

Solution:

  • Remove the required channel(audio/video) from "GenericRouter_LimitCallChannels".

Channel Limit

Note: If the "On Call" state is not been added in valid state list then refer https://docs.tetherfi.com/faqs/Agent-not-receiving-Concurrent-Calls-(VIVR-Calls)

Agent not receiving Concurrent Calls (VIVR Calls)

Issue description:

Agents are not receiving concurrent calls even when the channel count is set to more than three. i.e when the agent is “on Call” the second call will be in queue, instead of call connecting to agent.

However, as soon as the first call gets disconnected and agent goes back to available state, the second call will be connected to agent.

Troubleshooting steps:

  • Check if state check is enabled/disabled.
  • If State check is enabled then check if the "On Call" state has been added in valid state list of WorkQueue and TMAC Server configuration file.

Solution 1:

  • Disable state check for each channels. Key name is "CheckStateForEachChannelEnabled".

work queue state check

Solution 2:

  • If state check is enabled then based on the chat mode("textchat","audiochat","videochat") add "On Call" state in the valid state list. Key name is "ValidStateListFor_*". where, * means channel name.

work queue valid state

  • Also add "On Call" state in the valid state list of TMAC server configuration, Key name is "WorkQueueRouteAgentStateList".

tmac server valid state

DBS Indo - Iserve DataToSend parameter values are empty

Problem Statement:

During text chat, data(dbsnguagepref, dbscin, dbscustname,.. ) that are passed from chat bot to iserve via iserve integration dll is empty.

Steps:

  1. Check the tmac server log for the data sent by chatbot/ivr(if voice call).
  2. If the data from upstream(chatbot/ivr) itselfempty,  check the corresponding upstream logs to makesure the values are passed.
  3. In the tmac server logs if we can see the value passedby chatbot has the values, then follow the flow and check if there are any exceptions that cause the data to become empty.
  4. Check the value for iServeBuild key in tmac server config. For Indonesia it should be "digibank".
  5. If there is no issue from upstream and iserve custom integration dll then need to check if tmac is passing the value received from chatbot/ivr to iserve custom integration dll.

 

Calls Getting Dropped Due To Auto-Answer Failure

Issue description : Abandoned calls 

 

Analysis :

The call was answered by agent A, who then transferred the call to agent B. Before agent B accepts the transfer, agent A cancels the transfer. When a transfer is initiated, TMAC puts the agent who is initiating transfer on hold. So, when step 3 happens, agent A will still be on hold. During that time, the customer disconnected from the call. Agent got disconnected too. But, the interaction’s last status will be on "Transferinit" and Hold state in UI. When agent tries to change status to available, status changes successfully. But the interaction will be present, which has status of "Transfer nit". There is a check in server to not close tabs if it is not in "Disconnected" status. Because of this, this interaction does not get closed. So, whenever there is a new call, the call does not get auto-answered. But the agent can manually answer. All the calls coming in after this will be ringing for 50 seconds and get disconnected because auto-answer does not happen and agent does not answer manually too. This interaction tab can only be removed when the agent logs out and logs in.

 

This is a rare scenario.

. Initial Analysis Info with Logs

 

 

SignalrServer Registration fails in TMAC Server with System.EntryPointNotFound Exception

Issue Description: Signalr Registration fails in TMAC Server with System.EntryPointNotFound Exception in logs as shown below:

Cause: This error occurred because there was a backup file of TMACServerCore.dll present in the TMAC Server

Resolution: verify if there are any duplicate files present in the TMAC Server Folder. Delete it if present and restart the TMAC Server.

Below lines should be printed in TMAC Server logs after service restart indicating successful registration of signalr server URL in TMAC.

When does the contact call status be "agentconnected"?

Contact call status is "AgentConnected" when the campaign iframe loads for a call on the TMAC Agent UI. Campaign iframe loads the moment the call lands to the agent UI. Agent need not answer the call to attain "AgentConnected" status.

Usually the campaign calls are auto answered and in such a case, it is difficult to find out from the UI when the status "Agentconnected" is attained. Mostly, it is thought that this status is achieved when the agent answers the call.

 

 

Customer Information is not displayed in TMAC UI

Issue Description : -  Customer Information is not Displayed in the TMAC UI.

Components To Verify:- POM CTI wrapper logs, TMAC server logs.

Keyword to search:-  POM CTI Wrapper logs :- Customer UUI data received or not.

TMAC Server logs:- OnOutboundCallInitiated , Incoming call event, UUI DATA event, Outboundcall UUI data.

Troubleshooting :- Collect the UCID of the call with the having the issue. Check the Sequence of events.

Check in the TMAC server logs events as per the screenshot.

 

 

Summary/ Next Step:-

  1. Whenever we get a preview contact, CTIServer will send two events to TMACServer followed by TMAC UI. OnOutboundCallInitiated (which internally we call it is as Incoming Call event) and OnOutboundCallUUIData event.
  2. Once TMAC UI, received OnIncomingCall event, it will create tab and it will enable “Dial and Cancel” buttons in TMAC UI.
  3. Once TMAC UI, received OnOutboundCallUUIData event, it will update/render the customer information in the UI.

How to Insert CIF/UCID from VIVR URL to GBL_Interaction_history ?

Requirement:

For mapping the Customer Identifier (CIF) in the VIVR URL would require primary reference value (Ex: UCID/ACCOUN_NUMBER/LOAN_ID) into GBL_Interaction_history. So that reporting module can fetch the reference fields and represent in OCM reports such as AVPlayback report etc..

Configuration:

  1. Pass the parameter in the URL as query string that is declared in VIVR config.                            Ex: https://nabilbank.tetherfilabs.com:8443/visual-ivr/captcha?intent=main&ucid=110215594558024250&node=75241665-42c4-4170-b3ea-f2f67083afd8
  2. The query string should be a variable predefined in "VIVR" custom headers.  The same header needs to be mapped in comm proxy customer json.
  3. In TMAC Server --> chatJsonConfig.config file, map the Query string value declared in comm proxy  customer json to TMAC variable. Ex: "node: "CIF". where value of query string "node" will be mapped to "cif". Hence the value of column "CIF" in GBL_Interaction_history table will be the value of "node".

 

VIVR Keeps looping - No Response from TPPVA with 'RemoteEndDisconnected' in TMAC Server

Issue:

The VIVR keeps loading after Remote User Connected Event and do not proceed to the chat bot flow execution.

Description:

When user access the Visual IVR URL to execute the chat bot flow, the bot flow after captcha keeps loading and do not execute the actual bot flow.The above scenario even after the below basic primary checks.

  • The chat bot agent logged in to TMAC Server.
  • Chat bot agent has the correct skills which T.Comm Server routed to it.
  • All the TPPVA(Chat Bot server), T.Comm Server, TMAC Server and IWE are up and running.

Troubleshooting:

  • In the Console log of VIVR , we can see that Call Queued , RemoteUserConnected events received.
  • Next step, if we trace the session id in TComm Server log, it is routing to correct agent and 'Agent Connected' event from TMAC to the chatbot agent.
  • After sometime TComm server received the same event of 'Session start' with same chatbot agent id from TMAC Server. Which result to TComm server result in the Conferencing/Transfer.
  • Since the both the agent IDs are same the coonference/transfer fails in TextChat server and hence disconnect the first session established.
  • if we troubleshoot further with TMAC Server and ChatBot Server log, we can see that once the incoming chat the TMAC Server routes to the Chat bot server. In the Chatbot server for the session id there are no further process and error 'LoadInteractionClass' (could be other dlls as well).
  • which results in TMAC send to resend the agent connect event to TComm server.

Cause:

the error on the chat bot server log as below caused due to the dll called 'chatbotSelfServiceBot.dll' is been blocked by the OS security policy.

Resolution:

Right click on the specific dll blocked and unblock . The restart the Chat Bot server service.

In case if you would like to unblock the multiple dlls at a time , then open the Power shell in administrator mode then execute the below command

dir -Path [application folder path] -Recurse | Unblock-File

Agent A receives a call and tries to transfer the call to Agent B. But TMAC UI shows an error saying "Transfer Complete Failed". In the TMAC logs you can see an error code "-10" for TransferComplete method.

Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC Server.1. Check TMAC - template.config for the key "Recorder_Ext_StartsWith" or "Recorder_Exts_Range"TMAC - template.config
Keywords to Search:
ComponentKeywordsLog Path
TMAC Server Logs"Event Data For Connect",
"ConnectionHandle"
Go to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
Troubleshooting:
ComponentDetails
TMAC ServerThe ConnectionHandle for a normal call will have values like 1234!123456789!0.

During this issue, recorder extensions events will be seen on TMAC Server logs. If Recorder extensions are not configured in TMAC config, there will be 2 connect events are seen on TMAC, and the second part in the ConnectionHandle '123456789' (station id) changes but the rest of the value will remain the same. The 2nd part will be of recorder extension

Resolution
ComponentDetails
TMAC ServerThe list of recorder extensions have to be configured in TMAC - template.config.
"Recorder_Ext_StartsWith" or "Recorder_Exts_Range" can be configured."Recorder_Ext_StartsWith" - Starting number of the recorder extension
"Recorder_Exts_Range" - Different ranges can be configured (comma separated). For eg: 1000-5000, 5876-9976Only one of the above key should be part of the config.

Duplicate Agent List in Agent Desktop-Supervisor Module

Issue Description:

In the 'Active Agents' Section of the Agent Desktop- Supervisor console , the agent names are duplicate meaning there are two records for the same agents.

duplicate agent list

Cause:

When we see the agents list duplicate , we need to check the TMAC Data Server component which is the data source for the above.

The TMAC Data Server will fetch the logged in agents based on the team id. So we need to check the configuration of the TMAC Data Server component and logs for the same.

When we check the configuration of the TMAC Data Server , template.config and TMC_Data.json . the TMAC end point configured for primary TMAC and secondary TMAC both are pointing to same TMAC.

this caused the fetching the duplicate data set and display the same agent twice.

Resolution:

In case if you find the above cause suitable ; then we can update the configuration as stated below

  • Navigate to the TMAC Data Server folder and find the TMC_Data.json
  • Find the primary and secondary IP configured in the file, update the secondary IP to the secondary server. If stand-alone setup blank value is the preferred setting.
  • Save the File and restart the TMAC Data Server Windows service to reflect the config changes
  • Move back to Agent-Desktop Supervisor console once Data Serve is up, then refresh the active agents list

Note: the  config file update depends on what type of configuration you have opted example if you deployed through TMC then the primary and secondary IP will be on the TMC_GlobalData.json. In another case if you opted 'none'/xml configuration mode then configuration file for the above is .exe.config.

Unable to login to Agent Desktop and the error is "Agent not allowed to login at this time”

Issue Description:

Agent is not able to log in to Agent Desktop and shows the error message as “Agent not allowed to login at this time”

image

Components to verify:

Component

What to check 

Where to check

OCM

Operating hours for agent skill

OCM Operating hours module

 

Cause:

This is because for the Template where the Agent is belonging to, the Template Operating Hours Details is not matching. Either the Agent has to login at that time or change time in Template Operating Hours Details in OCM.

Resolution:

Log in to OCM. Go to ‘Admin Modules’, choose ‘TMAC’ and then select ‘Agent Settings’. Find the organization unit for the Agent.

image

 

Then go to ‘Admin Modules’, choose ‘TMAC’ and then select ‘Templates’.

image

 

In ‘Templates’ select ‘Templates OpHours’ and here all the template names will be present.

image

 

Select required ‘Template Name’ and change ‘Week Day’, ‘From time’ and ‘To time’ any of those which is required and click on ‘Save Changes’ and give the modify reason.

image

WebRTC video calling error codes.

* The required permission not granted by user or required audio/video device is busy or access
* to the device is not granted by the operating system.
*/
AUDIO_VIDEO_CAPTURE_ERROR: 1000,

/**
* Remote party is off-line.
*/
CALEE_OFFLINE: 2000,

/**
* Call was ringing but was not answered by remote party.
*/
CALL_NOT_ANSWERED: 2001,

/**
* Remote party rejected the call; or call, meeting or conference request was rejected by system.
*/
CALL_REJECTED: 2002,

/**
* Call hang up by the local party prior to call connect.
*/
CALL_CANCELED: 2003,

/**
* The call was rejected by local party (this event is triggered at the end that
* rejected the call).
*/
CALL_REJECTED_LOCAL: 2004,

/**
* A error due to system state or system not supporting a mandatory feature.
* If this error is present during screenshare, it indicates screensharing is not supported on the browser.
*/
SYSTEM_ERROR: 1001,

/**
* Screenshare hang up by the local party prior to screenshare connect.
*/
CANCELLED: 3000,

/**
* Remote party rejected the incoming screenshare.
*/
REJECTED: 3001,

/**
* An error or failure that doesn't match any of the other exceptions below occurred
*/
ABORT_ERROR: 3003,

/**
* The call to getDisplayMedia() was not made from code running due to a user action, such as an event handler.
* Another potential cause for this event: the document in whose context getDisplayMedia() was called is not fully active;
* for example, perhaps it is not the frontmost tab.
*/
INVALID_STATE_ERROR: 3004,

/**
* Permission to access a screen area was denied by the user,
* or the current browsing instance is not permitted access to screen sharing.
*/
NOT_ALLOWED_ERROR: 3005,

/**
* No sources of screen video are available for capture.
*/
NOT_FOUND_ERROR: 3006,

/**
* The user selected a screen, window, tab, or other source of screen data,
* but a hardware or operating system level error or lockout occurred,
* preventing the sharing of the selected source.
*/
NOT_READABLE_ERROR: 3007,

/**
* After creating the stream, applying the specified constraints fails because no compatible stream could be generated.
*/
OVERCONSTRAINED_ERROR: 3008,

/**
* The specified constraints include constraints which are not permitted when calling getDisplayMedia().
* These unsupported constraints are advanced and any constraints which in turn have a member named min or exact.
*/
TYPE_ERROR: 3009,

/**
* Call failed due to licence limit reached or failure for licence validation.
*/
LICENSE_VALIDATION_FAILED: 4003,

/**
* Call failed to connect due to network connectivity issue.
*/
MEDIA_CONNECTIVITY_ERROR: 4004,

/**
* Screenshare request was sent but was not accepted/rejected by remote party.
*/
SCREENSHARE_REQUEST_TIMED_OUT: 4005,

/**
* Browser does not support screenshare
*/
SCREENSHARE_NOT_SUPPORTED: 4006,
};

var LiveChatAvCallTypes = {
/**
* A audio call
*/
AUDIO: 1,

/**
* A video call (has both audio and video)
*/
VIDEO: 2,

/**
* A screenshare call (has only video i.e. shared screen)
*/
SCREENSHARE: 3
}

var LiveChatAvCallDisconnectionReasons = {
/**
* call disconnected due to user hangup
*/
HANGUP: 0,

/**
* call disconnected due to connection error
*/
CONNECTION_ERROR: 1,

/**
*call disconnected due to user disconnect
*/
CALL_DISCONNECT: 2,

/**
* call disconnected but interaction have to continue
*/
HANGUP_CONTINUE_INTERACTION: 4,

/**
* call disconnected but interaction have to continue
*/
CALL_REJECTED_CONTINUE_INTERACTION: 5

Agents can't be seen in "hierarchy" module base

In this module base, the supervisor can monitor agents based on hierarchy of org. unit.

  1. Verify if the version of "SupervisorApplication.dll" is greater than 3.2.03.22
  2. Verify if "ModuleBase" key in "ApplicationSettings.json" in Supervior Module is set to "hierarchy". You can find help for  configurations here.
  3. Verify is TMAC Server URLs configured in Web.config or template.config (when confMode in tmc.config is set as "local") is reachable by opening the URLs in browser.
  4. Verify is the names of these TMAC Server endpoints are mapped properly in JSON file under "TmacServers" key.
  5. Verify if the all the DB Scripts are executed while upgrading.
  6. Verify if the DB function "fn_Generic_AgentHierarchy" exists in your DB.
  7. Compare the above DB function version. Initially used in v3.2.03.22 and then changed in v3.2.06.11. Verify this.
  8. Verify if the DB connection string is correctly configured.
  9. A key exists in "Web.config" called "OCMAdminModules". Take the help of deployment guide here to configure this, if not done so.
  10. Verify is the URL configured in "OCMAdminModules" is reachable by opening the browser. Windows authentication for that URL should be disabled.
  11. Once any changes are done in "ApplicationSettings.json" or "template.config" or any other config files, the application needs to be restarted by restarting the application pool to which the Supervisor module belongs.
  12. Verify twice if the hierarchy mapping is correctly done in OCM. You can get a better understanding here.
  13. Verify if the changes in OCM are approved, if changed.
  14. Finally, see to that all deployment intructions mentioned in the tab of the release notes are followed.

If the issue still persists after checking all ofthe above thoroughly, you may send a detailed mail at supervisor@tetherfi.com with the summary of things tried above.

Agents can't be seen in "supervisor" module base

In this module base, the immediate supervisor of agents can monitor them.

  1. Verify if "ModuleBase" key in "ApplicationSettings.json" in Supervior Module is set to "supervisor". You can find help for  configurations here.
  2. Verify is TMAC Server URLs configured in Web.config or template.config (when confMode in tmc.config is set as "local") is reachable by opening the URLs in browser.
  3. Verify is the names of these TMAC Server endpoints are mapped properly in JSON file under "TmacServers" key.
  4. Verify if the agent-supervisor mapping is correctly done in OCM. The agents should be under a supervisor.
  5. Verify if the changes in OCM are approved, if changed.
  6. Finally, see to that all deployment intructions mentioned in the tab of the release notes are followed.

If the issue still persists after checking all of the above thoroughly, you may send a detailed mail at supervisor@tetherfi.com with the summary of things tried above.

Agents can't be seen in "team" module base

In this module base, the supervisor can monitor agents belonging to his same team.

  1. Verify if "ModuleBase" key in "ApplicationSettings.json" in Supervior Module is set to "team". You can find help for  configurations here.
  2. Verify is TMAC Server URLs configured in Web.config or template.config (when confMode in tmc.config is set as "local") is reachable by opening the URLs in browser.
  3. Verify is the names of these TMAC Server endpoints are mapped properly in JSON file under "TmacServers" key.
  4. Verify if the agents and supervisor belong to the same team in OCM.
  5. Verify if the team changes in OCM are approved, if changed.
  6. Finally, see to that all deployment intructions mentioned in the tab of the release notes are followed.

If the issue still persists after checking all of the above thoroughly, you may send a detailed mail at supervisor@tetherfi.com with the summary of things tried above.

'Could Not Load File or Assembly' in Logs

Issue

When the application fails to find and load an assembly (DLL), following exception is thrown:

System.IO.FileNotFoundException: Could not load file or assembly 'System.Configuration.ConfigurationManager, Version=4.0.3.0, Culture=neutral, PublicKeyToken=cc7b13ffcd2ddd51' or one of its dependencies. The system cannot find the file specified.

Reasons and Solutions

  1. The assembly itself is not found.In this case, the assembly is not present in your application path. Copy the assembly from release and paste it here and try again.
  2. The specific version of that assembly is not found.Sometimes, the assembly version referred by the application and the present assembly might vary due to incorrect deployment or during release process.
    1. Navigate to the application path.
    2. Open the application config file and template config file.
    3. Head to the "runtime" section under "configuration".
    4. You will find the assembly binding redirects. These are used to redirect references of "oldVersion" to "newVersion".Following is the sample assembly redirect:<runtime>
      <assemblyBinding xmlns="urn:schemas-microsoft-com:asm.v1">
      <dependentAssembly>
      <assemblyIdentity name="Newtonsoft.Json" publicKeyToken="30ad4fe6b2a6aeed" culture="neutral" />
      <bindingRedirect oldVersion="0.0.0.0-12.0.0.0" newVersion="12.0.0.0" />
      </dependentAssembly>
      </assemblyBinding>
      </runtime>Here, this says, that all references of assemblies from version 0.0.0.0 to 12.0.0.0 (oldVersion) should use 12.0.0.0 (new Version)
    5. So, you should copy the version of Newtonsoft.Json.dll of version 12.0.0.0
    6. So, if you found an error for this DLL, probably you are using different version DLL.

How to find assembly version?

For TMAC Server, version 5.0.6.3001 onwards assembly versions are printed in logs on start up. Until this version, file versions were printed.

Assembly and file versions are different.

To find assembly version, run this command in your powershell window:

([system.reflection.assembly]::loadfile("C:\Tetherfi\TetherfiHome\TMACServer\Newtonsoft.Json.dll")).FullName

Substitute your application path and assembly name here.

Once you find your assembly version, you can verify what version assembly you have and do the needful.

 

Report To

If this issue was due to the incorrect release and not due to wrong deployment process, report this to the developer so that release can be corrected.

For TMAC components, report to tmac@tetherfi.com

For WorkQueue components, report to wq@tetherfi.com

Issue Description: TMAC dashboard call count is not updating

Troubleshooting steps:

Check if below paths are configured properly

  1. TMAC DATA SERVER CONFIG
  • Signalr endpoint (configure either with domain name or IP) and baseurl of data server

  • Template.config

  • Set key, DashboardMode=”signalr”

2.  TMAC server config

  • Set key, Data_SaveInteractionsToCache=’1’
  • Set key, DataServerCount=’1’

  • In service model enpoint-> give data server wcf url

3. Agent utils->dashboard.js

  • Check if signalr endpoint is configured (configure either with IP or domain name)

4. Global vars of TMAC Client

  • Configure Dashboard.html path in global vars

5. Signalr url should be accessible outside server (signalr url followed by /signalr/hubs)

6. TMAC proxy config

  • Configure data server endpoint in proxy web config

 

TMAC Make call Failed: Max tab count reached

TMAC Make call Failed: Max tab count reached

Issue Description:

Even though the max tab count is not reached , TMAC pops “Make Call failed: Max tab count reached”.

Log Information:

INFO AMACWebServerLogic.Interactions.InteractionManager - Max tab count reached for [Voice]: currentCount=1, allowedCount=0

Verification steps:

  1. Verify the table AGT_TMACAgentProfile has the entry for Agent and check the [TotalTabsAllowed] and [TotalVoiceTabsAllowed]. This should have proper value(like 10,20) as per the customer requirement.
  2. Check Tmac Server Config file for the app settings <add key="GenericRouter_VoiceChannelEnaled" value="1" />.

The value should be 1 . If its 0 then we will get, Make Call failed: Max tab count reached pop up in TMAC.

Background:

  1. The key starts with GenericRouter are introduced for Work Queue.
  2. Below are Work Queue setting for each channel in tmac server config

<add key="GenericRouter_EmailChannelEnaled" value="0" />

<add key="GenericRouter_EmcChannelEnaled" value="0" />

<add key="GenericRouter_SmsChannelEnaled" value="0" />

<add key="GenericRouter_FbChannelEnaled" value="0" />

<add key="GenericRouter_FaxChannelEnaled" value="0" />

<add key="GenericRouter_GenericChannelEnaled" value="0" />

<add key="GenericRouter_SimpleChatChannelEnaled" value="0" />

<add key="GenericRouter_VoiceChannelEnaled" value="0" />

  1. Though the tab counts in AGT_TMACAgentProfile is set for voice channel, If the config setting <add key="GenericRouter_VoiceChannelEnaled" value="0" />  is not enabled, calls will not be routed. This is to prevent the loss of item picked from WQ.
  2. Its applicable for all the above channels which use WQ based routing .

 

 

Supervisor Button does not display in TMAC Utilities options

Issue Description: Supervisor Button does not display in TMAC utilities options

Resolution:

Ensure that role of the agent logged into TMAC is ‘Supervisor’ and Verify below configurations  in TMAC globalvars.js file

  1. Supervisor URL should be configured correctly in supervisorLink key

Ex:  supervisorLink = https://10.133.146.4:63443/UOB_SupervisorModule_FAX

  1. Below key should be enabled

          isSupervisor = true;

  1. below key should be disabled

          isBargeIn = false;

SL value does not display in TMAC Supervisor Wallboard for the skills

Issue Description: Service Level value displayed as  '-‘  for the skills in Supervisor Wallboard

Resolution:

In Supervisor Wallboard SL value for the skills will be displayed as below:

1.‘-‘ if SL data is not received from TRealTime Data

2.‘NA’ if there were no interactions or if only abandoned interactions happened on that day

3.Actual SL value

Hence SL value will be displayed as ‘-‘ if  BCMS data returned is null because the TMAC server is not configured with TRealTime Data or configured incorrectly. So In order to get the SL value or ‘NA display in the wallboard below steps needs to be followed

1.configure TRealTime Data Service Rest URL in TMAC Server Config as shown below

<add key="TRealtimeRestUrls" value="http://10.133.146.4:4044/TRealtimeData/Rest"/>

2.Enable below key in TMAC Server Config

<add key="MonitorBCMSThreshold" value="1" />

3.Configure the respective skill in TRealTimeConfig as shown below

 

Unable to login to TMAC and error is Invalid extension

Issue description: Unable to login to TMAC and error is Invalid extension.

CTI server logs

2020-04-29 20:28:45,003 [3] ERROR TetherfiTSAPIServer.TetherfiTSAPIServer - Exception in ResetSessionForStation:System.NullReferenceException: Object reference not set to an instance of an object.

at TetherfiTSAPIServer.TetherfiTSAPIServer.ResetSessionForStation(String sessionID)

2020-04-29 20:30:34,277 [3] DEBUG TetherfiTSAPIServer.TetherfiTSAPIServer - SecurityLogout:,2,AVAYA#CMSIM#CSTA#AESSIM:2020-04-29 20:30:34,277 [3] ERROR TetherfiTSAPIServer.TetherfiAgentSession - Exception in GetWrapperServerSessionForStation:System.ArgumentNullException: Value cannot be null.

Parameter name: key

at System.Collections.Concurrent.ConcurrentDictionary`2.ContainsKey(TKey key)   at TetherfiTSAPIServer.TetherfiAgentSession.GetWrapperServerSessionForStation(String sessionID)

TSAPI server logs:

2020-04-30 08:48:37,246 [3] DEBUG TetherfiTSAPIWrapper.TSAPIWrapper - maindevice1:GetQueueStatus failed for extension maindevice1, invokeID 84855, reason is acsHandle is nullptr:

Solution: ws port in CTI server and in TMAC server has to be same.

TMAC CTI/Salesforce Agent wallboard not updating or Error:-1

Issue Description:

Agent / TMAC UI Dashboard (Agents of Salesforce TMAC) does not refresh the agent’s status data (Staff, Available and CIQ).

Components to Verify:

ComponentWhat to CheckWhere to Check
TMAC Server1.      WallboardManager - Poll() status

2.      Check for session failure events and recovery

TMAC Server Logs

Keywords to Search:

ComponentKeywordsLog Path
TMAC Server LogsGetQueueStatus m_inAESRecoveryModeGo to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs

Troubleshooting:

ComponentDetails
TMAC ServerIf there is a network glitch between Avaya AES & Avaya CM, there would be session failure events observed on TMACServer logs.

INFO AMACWebServerLogic.WallboardManager - Poll(): EXTENSION, failed:

DEBUG TetherfiTSAPIClient.TSAPIClient - maindevice1_17a7e9b2-af25-4305-ae55-1812982cd82d:GetQueueStatus m_inAESRecoveryMode : device is under recovery process, hence wait for it to complete to process these requests..:

Resolution

We could see the confLoadMode value is none in tmc.conf file, hence system is using AMACWebServerWin.exe.config  but <add key="DoAESRecovery" value="false" /> in AMACWebServerWin.exe.config and in template.conf the aes Recovery value is true <add key="DoAESRecovery" value="true" />

It says the AES recovery for the TMAC is “disabled”. So, any AES failure would require a TMAC restart to bring back the AES connectivity.

Also, the POLL () fail happens because the AES connection has not recovered.

So we modified, <add key="DoAESRecovery" value="true" />  in AMACWebServerWin.exe.config of TMAC server. TMAC would auto recover in this scenario.

In a case where AES does not recover and there is a complete outage, Tetherfi CTI Service & Tetherfi TMAC Service needs to start in sequence.

 

Make call button is not enabled in TMAC UI

Problem description:

In TMAC UI, call outbound/outbound call aux status to make an outbound call. If the make call button is not enabled. Please follow the steps in the attached document.

Make call button is not enabled in TMAC UI.

WebRTC Audio Call Distortion

Problem Statement:

While using work from home solution via VPN, where TMAC Webphone is used [TMAC UI connects to Media Server to receive and send audio packet] the audio is distorted.

Solution:

TMAC UI has the configuration in globalvars.js - "audiomixerenabled" which should be set to true. If globalvars.js file does not have this, it would be available in WebRTCConnector.js (tmac_scripts -> tetherfi_av_kit folder) as below screenshot.

If the mixer is enabled and the headset is not used, then there would be noisy output.

 

Nice Push is failing with error "Exception in NICEIntegrationLayer.PushMessageToNICE () :"

a) Issue Description: In OCM Nice integration report, push to nice has failed.

b) Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC ServerTMAC server config endpoint

Check if Nice server end point is added. Refer to below image

 

TMAC server folder -> AMACWenserverwin.exe.config/Template.config

 

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

 

d) Resolution:

Add the nice endpoint in TMAC config if not added.

 

Chat transcript shown as json message instead of text message

Issue:

Chat transcript in Chatbot interaction report shows as json message for each bot/customer message instead of as text message

Cause:

This is because the message sent by the bot in JSON format is stored by the TMAC server as-is into the database.

Resolution:

Config "TextChat_FormatChatbotJsonMessage" should be enabled in TMAC server template.config file.

If this is disabled, TMAC will store messages of bot and customer in JSON format. If it is enabled, it will extract the exact text message from JSON and store in DB.

After enabling the config, stop-start TMAC server. Any new chatbot interactions after that will show the chat transcript with only the text messages correctly like shown below

Aux codes are not loaded in TMAC

Issue Description:
aux code query gets executed on service startup and when that happened DB was down.
After that if Users login to TMAC, User can see only Default and Available status.

Components to Check:

TMAC Server, Database

Exception: The user will get a below exception in TMAC logs when the aux codes are not loaded.

Log: 2020-04-29 14:09:14,529 [9] ERROR DataLibrary.LocalDBContext - Exception in ExecuteDataTable:SELECT * FROM AGT_AUX_Codes WITH (NOLOCK) ORDER BY Name;:System.Data.SqlClient.SqlException (0x80131904): A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - The remote computer refused the network connection.) ---> System.ComponentModel.Win32Exception (0x80004005): The remote computer refused the network connection

Resolution:
To resolve this issue, TMAC Service needs to be restarted.

Keywords to search: AUX codes not loaded, TMAC Aux codes

Chat message send from TMAC is showing in JSON format in mobile app

Issue Description:
Message send from Agent side is showing in Json format in mobile app side

Components to Verify
TMACProxy web.config
TMACProxy logs

Keywords to Search

Go to TMAC proxy folder. Open webconfig file. ‘Log4NetConfigFile’ will have the path to proxy logs.

Search for the below keywords in logs

  • ValidateChatMessage()
  • NullReferenceException

Troubleshooting

In proxy web.config search for the key ValidateChatMessageList. If the value is empty shows below error

Exception in ValidateChatMessage(): :System.NullReferenceException: Object reference not set to an instance of an object.

Check the values given in the key  ValidateChatMessageList.

Resolution 

Values in the 'ValidateChatMessageList' should be as follows. if these values are added,in mobile app side ,messages send from agent side shows as normal text message.

<add key="ValidateChatMessageList" value=" ',&lt;,>,&amp;" />

Agent Receives chat while on Voice call.

a) Issue Description:

When the agent is on an active voice call and he is assigned with a chat call. (Avaya Routing)

The agent should not be routed with a chat call while on Voice call.

b) Components to Verify:
  1. If the Skill associated with the voice call has MCH enabled on Avaya CM
  • In CM There is a feature called MCH(Multiple call handling) in the skill setting, which should set to Many forced (Means enabled) only if it is a chat skill and for voice skill it should be None(Disabled)
  • CM Command - display hunt-group 21 
    Where 21 is the skill number.

  • Auto Answer - For chat, auto-answer should always be done from TMAC end. On Avaya CM end, verify if agent & station auto answer is set to NONE.
  • In OCM, agent profile setting, TextChatAutoAnswer for the particular agent should be selected.

Resolution: If for Voice skill MCH is enabled, then it should be disabled.

2. Check if FAC(Feature access code)/ Limit concurrent call is failed.

  • In the OCM Agent setting module, if Agent is assigned with 1 voice and 1 chat tab then FAC is enabled during login. In TMAC server logs, check if MakeCall is a success for FAC.
  • If Agent is assigned with 1 voice and more than 1 chat, then FAC will be triggered during incoming voice call.
  • In both these scenarios if FAC fails, then this issue will occur.

Resolution: Agents should not use the hard phone to log in and then take over the session using TMAC.

FAC might fail due to the below reason.

  1. The agent is taking over the session from the hard phone, then Station will be busy and FAC might fail.
  2. Value of FAC Configured in TMAC server(key:  LimitCallEnabledFacNumber,  LimitCallDisabledFacNumber) config and CM should match.

In CM command "Display feature-access-codes" can be executed to check the FAC values configured.

 

 

 

TMAC UI is empty after TLS1.2 Upgrade in AES

Issue Description:

TMACUI Empty( No customer details) - CTI Transfer Failed in IVR Trace Logs, after AES enables TLS1.2

Components to Verify:

1. Check in IVR Trace Logs for UUI data. If it is vxml transfer then search with keyword " No valid Caller details ".
2. We will see CTI Transfer failed in IVR trace logs.

 

3. Check in Tomcat - TSAPI Trace Logs, whether it has Handshake error.

4. The version of JTAPI client library was not supporting protocol version TLS 1.2 due to which CTI transfer was failing from application to AES. JTAPI client library is to connect to AES and it is inside AESConnector and the version it had is 6.3.3.27

Resolution:

Update the JTAPI client library version from 6.3.3.27 to 7.1.3.20

TMAC getting invalid extension while login to tmac (0x80040154 )

a) Issue Description:

TMAC UI getting invalid extension while login.

b) Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC ServiceIs the TMAC Service Up and RunningStart -> Task Manager -> Services Tab -> TMACServer
c) Keywords to Search:
ComponentKeywordsPath
TMAC Server Logs(0x80040154 )Go to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
TMAC Server ConfigUse_TetherfiCTIServerGo to TMACServer folder -> AMACWebServerWin.exe.config or template.config

Check the value of the key "Use_TetherfiCTIServer" - if 0, CTI Server is not being used. AXCIS dll is used.
- if 1, CTI Server is being used.

d) Troubleshooting:
ComponentDetails
TMAC Server LogsERROR VoiceLibrary.VoiceCommandService - Exception in CreateInstance:System.Runtime.InteropServices.COMException (0x80040154): Retrieving the COM class factory for component with CLSID {5892CFFA-4F66-401C-96DD-AF4B6E83E50B} failed due to the following error: 80040154 Class not registered (Exception from HRESULT: 0x80040154 (REGDB_E_CLASSNOTREG)).
at VoiceLibrary.TServerManager..ctor(Boolean nonSingleton)
at VoiceLibrary.TServerManager.CreateInstance()
at VoiceLibrary.VoiceCommandManager.InitializeNewInstances()
at VoiceLibrary.VoiceCommandManager..ctor(Boolean newInstance)
at VoiceLibrary.VoiceCommandManager.CreateInstance()
at VoiceLibrary.VoiceCommandService.CreateInstance()
e) Next Steps:
ComponentDetails
Command PromptPlease register AXCIS OCX (open command prompt in admin mode) and run the below command: [Only when not using CTI Server]
regsvr32.exe "<FilePath>\AXS_INPROC.dll"

TMAC Agent can't receive concurrent chats

a) Issue Description:

In TMAC UI, Agent couldn’t receive concurrent text chats. The 2nd chat is in the queue but not assigned to the agent.

b) Components to Verify:

ComponentWhat to Check Where to Check
Hard-phone/Soft-phoneThe number of line appearances on a Hard phone.If there are 3 line appearances, only then 2 chats can come in. Login to Avaya CM and check the station setting using the below command

display station <stationnumber>

OCMNumber of Textchat tabs assigned to the agent

 

1. Login to OCM-->Go to TMAC tab --> click on Agent Settings Module -->Click on Left Arrow Expand button of that Agent-->In Channel and Count tab, text chat should be enabled and tab count should be more than one.

 c) Troubleshooting:

ComponentDetails
CM1. Login to CM using Putty tool with the IP & Details and check which skill the call is routing to in CM.

2.Check for Skill Id and use the command - "List skill "(check for the hunt group/group no.)

Type List Skill and press on Enter

All skills with skill ID will be listed

3. Press F7 to Next or Check for more skills

4. Press F1 and type the command - “Change hunt-group SkillID

ex: "Change hunt-group 64"

5. Press on F7 to Next and Check for Multiple Call Handling Keyword

There is “Multiple Call Handling” keyword which is set to “none”

6.Set it to “many-forced” for the skill for concurrent calls and Press F3 to save.

 

 

"Cannot accept TextChat due to channel limit" error is seen while doing consult transfer

a) Issue Description:

While initiating consult transfer for a chat from Agent A to AgentB,  TMAC UI Shows “Agent B Cannot accept TextChat due to channel limit”. This is when Avaya CM is routing the chat.

 

b) Components to Verify:

ComponentWhat to CheckWhere to Check
TMAC configBelow key Value should be 1

GenericRouter_TextchatchannelEnabled

Go to TMACServer folder -> AMACWebServerWin.exe.config/template.config

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

c) Resolution:

GenericRouter_TextchatchannelEnabled value should be 1 in TMAC server config.

TMAC Login error message - Server error (server ratio)

Description:
TMAC Login error message - Server error (server ratio)

Troubleshooting:
This error can be seen in TMAC server version above 3.2.09.27.

If server ratio error is shown in TMAC UI login, then check the TmacServerCount value in Tmac proxy configuration file. If TmacServerCount is 1 then ServerCapacityRatio key value should be 1 in this file.

Note: This key is used to send the order of agent request. One means all agent login request goes to the 1st server configured in the TMAC Proxy Config

If there are 2 servers to connect (HA scenario), then TmacServerCount will be 2 and ServerCapacityRatio will be 1:0 or 1:1

 

 

 

 

OCM Chat Interaction Report - Chat duration is Zero and Chat end reason is empty

Problem Statement:

In Chat Interaction report- the chat duration column is zero even though there is chat start time and chat end time.

Resolution:

This could be due to 2 scenarios as below:

1. There is a maximum chat duration configured in the text chat server. for eg 50min. If the chat conversation reaches 50 min then chat will be disconnected by the text chat server and chat end reason will be empty in OCM.

Max duration value can be checked in the text chat server config file.

Resolution: Code change in text chat server to add chat end reason if it reaches max duration

2. No proper disconnect received from the TMAC server. Could be due to the agent disconnected the chat using hardphone.

Resolution: Agents should not use hardphone to disconnect the chat and should be controlled by TMAC

Below keyword in TMAC server logs will not be found if the agent disconnected the chat using hardphone.

"EndTextChatWithReason:12345,1000,AgentChatDisconnected:"

(40270, 40267 are the station number , 1000,1012,1013,1014 etc are the interaction id)

 

 

 

 

 

 

TMAC status goes to “ACW- ONcall" instead of “on-call” when one chat gets disconnected during concurrent chat scenario

Issue Scenario:

  1. Agent Receives chat1 and status changes from Available to "On-Call"
  2. The agent received chat2 and status remains on "On-call"
  3. Currently, both chats are active.
  4. Now one of the 2 chats will get disconnected and status changes to "ACW on-call" instead it should remain on "ON-call" and should go to ACW only when all active chats are disconnected.

Below screenshot for reference.

Troubleshooting:

  1. Check the agent setting for this agent in OCM agent setting module.
  2. Check if Manual in the setting is enabled for this agent

Resolution:

  1. Disable Manual in for this agent. It should be auto in.

 

TMAC Wallboard- the 'Available' count updated incorrectly

Scenario:

Agent changes status from default to available, the count on the dashboard under 'available' was incremented by 2 instead of 1.

Example if there are 2 agents in the status  'available', the count on the dashboard displayed as 4.

Resolution:

Check the below config in the TMAC server (template.config)

<add key="Wallboard_MergetiAndWqData" value="0" /> [Value should be set to 0 when Avaya CM is used]

Agent is not in a valid state error [Tetherfi WorkQueue]

Issue Description:

Agent not able to transfer the chat to other agent or  Agent is not in a valid state error in logs [Tetherfi WorkQueue]

Components to verify:

Componentswhat to checkwhere to check
TMAC Server Is the TMAC Service Up and RunningStart -> Task Manager -> Services Tab -> TMACServer
LAN ConnectivityIs the agent PC connected to LAN cable On the agent PC, bottom right corner, Internet
Issue Resolution:
There is a config in TMAC  server where we have to mention the allowed status for an agent to receive chat
what to checkwhere to CheckDescription
configuration key, value pairsIn the TMAC Server folder template.config file<addkey="WorkQueueRouteAgentStateList" value="Available,On Call,AUX" />

The value here should have the exact status in which the interactions need to be transferred on.

check if chat transfer is enabledin TMAC_UI, under scripts folder -> globalvars.js file check if this key is enabled or true      isChatTransfer = true; 

 

.

TMAC Tpin transfer - Customer Tab is closed after transfer to TPIN.

Scenario:

  1. Agent Receives the call from IVR
  2. Agent transfers the call back to IVR for TPIN Authentication using the TPin transfer functionality.
  3. Once the call is transfered to IVR for TPIN Authentication, agent status changes to TPIN and and tab remains.-In this issue case agent status changes to TPIN and and tab closes.
  4. Post TPIN verifiaction call is assigned back to the same agent and it should be auto answered but in this case it should be manually answered.

 

Resolution:

  1. change the value of  key "var skipCloseTabStatus" to TPIN [as configured in the AGT_AUX table] if it is empty in TMAC UI folder -> scripts -> Global_vars.js

var skipCloseTabStatus =  "TPIN"

 

 

Interaction History is not loading in TMAC_UI

Issue Description:

when agent logged into TMAC  and not able to load interaction history for particular interactions

Components to verify:

componentsWhat to checkWhere to check
TMAC_Agent_Utils check if the agent utils deployed properly with proper required configuration and if its up and running.Start->IIS Manager->Agent_Utils -> click on browse
LAN ConnectivityIs the agent PC connected to LAN cableOn the agent PC, bottom right corner, Internet

 

Issue Resolution:
what to checkwhere to CheckDescription
key and its valueglobalvars.js file in TMAC_UI folderplease check for the below key and value

var isInteractionHistory = false;

var isCustomerJourney = true;

var loadHistoryOnEvent = false;

ih_iframe_url = "/Agent_Utils/ui/InteractionHistory.html";

Note:  proper Agent_Utils URL should be given  here

key and its valuetemplate.config file in TMAC Server Folder<add key="Data_SendHistoryWithInteraction" value="0" />

value should be zero

NOTE:After doing the above configurations reload TMAC_UI and right click on interaction history -> reload frame

Not able to transfer call on tab limit even if channels are added in GenericRouter_AllowTransferOnTabLimit

Issue Description:

Not able to transfer call on tab limit even if channels are added in GenericRouter_AllowTransferOnTabLimit - Tetherfi WorkQueue Routing

Components to verify:

ComponentWhat to CheckWhere to Check
TMAC ServiceIs the TMAC Service Up and RunningStart -> Task Manager -> Services Tab -> TMACServer
WorkQueue ServiceIs the Workqueue Service Up and RunningStart -> Task Manager -> Services Tab >Workqueue
LAN ConnectivityIs the agent PC connected to LAN cableOn the agent PC, bottom right corner, Internet

Issue Resolution:
This message prompted when Agent A tries to transfer a chat to Agent B but Agent B does not have channel count or max channel count is reached as per the agent profile configuration in OCM

what to checkwhere to CheckDescription
configuration key, value pairsIn TMAC Server folder  there is  template.config file<addkey="GenericRouter_AllowTransferOnTabLimit" value="textchat,fax,audiochat" />

the value should be in small letters since it is case sensitive

check channel countin Agt_ChannelCount table in SQL serverchannel count should not be less than the number of chat transferred to that agent

 

Unable to establish the WEBSOCKET connection with iServe

Scenario 1:
TMAC unable to send the parameters to iServe.
Upon IncomingCall, iServe has pop-up on agent desktop but the call details are not passed to iServe.

Steps to Check:
1. Check the Console logs of IServe ( Press -F12 on Iserve webpage)
2. WebSocket unable to establish error message seen on Console.


3. Check the IP Address of the Agent PC.
4. Check if the IP Address is configured in our ACLWhiteList. The Path of the WhiteList file is available in TMAC Config ( D:\Tetherfi\TMAC\TMACServer\AMACWebServerWin.exe.config ). The Keyword would be "ACL".

Resolution:
1. Add the new IP config in the ACLWhitelist (D:\Tetherfi\TMAC\TMACServer\)

2. Restart the TMAC Service.

Campaign Details are not displaying in TMAC

There is a Campaign Dashboard in TMAC for Telesales where the Campaign name and status (active/inactive) for that agent will be displayed.

The data in the dashboard is displayed based on the team name and campaign name mapping. Team name of that agent should contain the keyword of the assigned campaign.

Agent's team name can be found in OCM Agent Setting module/User Role Mapping module as shown below.

Campaign Name can be found on TMAC call screen.

For ex: If the team name is CFC and the campaign name is TH_CFC_01, this campaign name is shown on the dashboard else it will be empty but the agents will get the campaign calls without any issue. If the mapping is proper, you can see TMAC screen as shown below else Campaign Details will be empty.

Proper care should be taken while creating the team name and campaign names.

Scheduling callback in TMAC fails for Telesales

In Telesales stream one can observe the schedule callback which fails. There are multiple reasons for this:

  • One of the reason can be Nail call drop/disconnect, if the error is 'Callback schedule failed'. Nail call drop happens if the communication between POM and TMAC breaks or might happen when AES is down. This should be reported to Avaya vendor.
  • Other reason is scheduled date is more than the 'Expiry Date 2' attribute of POM as shown below:

Here you can notice the expiry date is less than what is scheduled.

Always the scheduled date time should be less than the expiry date 2.

There is a Callback dashboard in TMAC where agent can edit the scheduled callback and can reschedule it for the next 1 year from the present date. There is no mapping with Expiry Date 2 for editing the callback due to system limitations of POM.

CACS is not getting refreshed in Autodialer Collections

Issue: CACS is not refreshing for new calls

Description: In Autodialer Collections there is an application called CACS where TMAC will push the customer information to CACS for every new call arriving on TMAC from POM.

When clicked on 'Dialer Remote Control' in CACS, it launches TMAC along with TMACDataProxy which will be minimised and will be running in the background. Communication between TMAC and CACS happens via TMACDataProxy.

Hence, if TMACDataProxy is closed by any chance, CACS won't be refreshed for calls, since the communication between the two is broken. Agents has to make sure that TMACDataProxy window is opened and minimised for the entire duration of TMAC calls.

If closed, agent has to logout from TMAC and re-login to get the data on CACS for each call.

TMAC UI: Response for preflight has invalid HTTP status code 404

Issue:

On load of TMAC UI Login page, domain list is not loading and console logs show error

"Response for preflight has invalid HTTP status code 404"

Troubleshooting steps:

  1. Check if the TMAC Http Proxy is deployed in IIS website
  2. Browse the tmac proxy url to confirm proxy is running successfully.
    Eg: Proxy URL is: http://localhost:100/TetherfiHttpProxies/TmacProxy.asmx
    If running successfully, all the operations supported by the tmac proxy will be listed
  3. Check whether TMAC UI is configured to point to correct TMAC Proxy URL in the
    TMAC_Client/tmac_scripts/tmac_connect_protocol.js file,
    Eg: var tmac_asmx_url_list = ("../../Tetherfi_HttpProxy/TmacProxy.asmx/,https://ntucmtsgv99:65443/Tetherfi_HttpProxy/TmacProxy.asmx/").split(',');"
  4. Browse the GetUserDomainList endpoint url in the browser
    https://<DomainName>:<Port>/Tetherfi_HttpProxy/TmacProxy.asmx/GetUserDomainList to see if the TMAC Server is sending the response to the proxy. If the response is empty or wrong, check the "ldap-domain-map.conf" file in the TMAC server folder. Path to this file is present in TMAC Server folder -> template.config -> Key name 'AgentLogin_LDAPMappingFile'
  5. If still the domain list is not loading, open the developer tools on the browser (F12), check the console logs if there are any errors. Eg: "Response for preflight has invalid HTTP status code 404"
  6. Open the web.config file of TMAC Proxy and see if the CORS is enabled i.e., below config section should be in there under <system.webServer> tag:
    <httpProtocol>
    <customHeaders>
    <add name="Access-Control-Allow-Methods" value="GET, PUT, POST, DELETE, OPTIONS" />
    <add name="Access-Control-Allow-Origin" value="*"/>
    <add name="Access-Control-Allow-Headers" value="Content-Type, Authorization, X-Requested-With"/>
    <!-- needed for CORS request for cross-domain testing of ASMX services -->
    </customHeaders>
    </httpProtocol>
  7. If still the issue persists, check if the Request filtering is configured to deny OPTIONS Http Verb in the IIS.
  8. Remove the Deny rule "OPTIONS - false" and browse the TMAC UI
  9. Its a practice to configure the proxy url as "././TetherfiHttpProxies/TmacProxy.asmx" without fully qualified domain name i.e., "https://hostname:port/TetherfiHttpProxies/TmacProxy.asmx" unless the TMAC proxy is hosted on different website in IIS

Resolution:

In the above scenario, TMAC UI was pointed to TMAC Proxy of different website. And, OPTIONS verb was set in IIS Request Filtering module of TMAC Proxy website, due to which when TMAC UI sends request to TMAC Proxy, internally while hand-shaking to establish a successful connection, OPTIONS request was failing as IIS was configured to deny OPTIONS requests for cross domain requests.

Remove the deny OPTIONS rule and refresh the browser to load Domain list.

TMAC: Notifications are blocked for this site, Please enable it.

 

TMAC UI shows the error message after Agent Login as "Notifications are blocked for this site, Please enable it."

Resolution:

This issue will be be faced in particular to a Agent PC. When the Agent didn't click "Allow" notifications for the TMAC UI after his first time login [OR] Notification settings are not enabled in the chrome browser, TMAC UI will not be able to pop up alert notifications and shows this error.

In some client location PC's, this setting is not enabled to set to "Allow" and is controlled by Group Policy Settings (administrator). In such case, we may request client to enable this.

Steps:

  1. Open Chrome browser and go to Chrome Settings or browse to chrome://settings/
  2. Search for "Site Settings" and select it
  3. Click Notifications
  4. Click Add button in the Allow section
  5. Provide the tmac url and click Add
  6. Logout if agent is logged in, Close and re-open the browser

Attached the doc with screenshots Notification_ChromSettings for reference on how to do it.

'Another Login Command Pending for station/agent ' error in Tmac UI. - CLOSE_WAIT state in sockets

Problem Statement:

'Another Login Command Pending for station/agent ' error in Tmac UI occurs for below reason:

  • if an agent tries to log in more than once/ clicks the Login button on TMAC multiple times within 2 mins.

Please find the attached screenshot below for reference.

Resolution:

Login to TMAC again after 2 mins.

Screenshot:

If this does not solve the issue, from the Windows Server where AES CTI Server is deployed, run the below command:

netstat -ano|findstr 40000 

40000 -> is the WebSocket port that TMAC connects to CTI Server for communication.

This value is available in CTIServer folder -> TetherfiCTIServer.exe.config -> WebSocketServerPort key.

There is a possibility of the WebSocket port being hijacked by the port scanner and below would be the output of the netstat command where there are lot of "CLOSE_WAIT" connections from some IPs. By right, this WebSocket should have connections established only from the localhost.

To recover from this, restart of TMAC Server & CTI Server in sequence would be needed. Apart from this, whitelisting can be enabled on the WebSocket port as below from the file websock_white.acl which is present in the CTI Server folder.

 

WebSockLib dll:

Handling of above whitelisting/blacklining is done by the WebSockLib.DLL. To enable these features, we have to use the DLL version "3.1.08.10" or above. And below keys should be added in the main application configuraton file to enable the ACL:

<add key = "AclBlackListFile" value="<path to  backlist IP file>" />

<add key = "AclWhiteListFile" value="<path to whitelisted IPs file>" />

Also, below config can be added in main applicaiton configuration file to enable self monitoring of the socket.

<add key="SelfConnectMonitorEnabled" value="1"/>

When self monitor is enabled, the WebSockLib tries to perform a self connections. And, if the connection fails, it will immediately close the socket listener and create a new listener.

 

CACS initial setting in Internet Explorer

CACS works with only IE, before launching TMAC from CACS there are few settings in IE to be done.

  • Go to IE setting -> Security tab -> Select Local Intranet -> Click on Custom Level

  • The below window can be seen of Security Settings - Local Intranet Zone

  • The below setting has to be changed:
    • Under ActiveX controls and plug-ins
      • Enable 'Initialize and script ActiveX controls not marked as safe for scripting'
      • Enable 'Allow previously unused ActiveX controls to run without prompt'
    • Under Miscellaneous
      • Enable 'Access data sources across domains'

'Available' or 'Idle' in TMAC, but no Campaign calls?

There can be various reasons for this:

  • This might be because the Campaign to which the agent is assigned to is stopped.
  • Need to check if the agent has the skill of the campaign which is running.
  • There wont be campaign calls if the nailer call is dropped, Nailer call is the call given by POM as the communication lock to TMAC, if this call is dropped by any means POM will not send any Campaign calls to agent until and unless the nailer call is back to the agent.
  • If the contacts are over, there won’t be any calls.

TMAC Callback auto dial is not working.

Description: TMAC callback tab, auto dial is not working.

Steps to resolve:

  1. Check the registered number in the callback tab is a valid number to dial.
  2. In TMAC configuration check for the below keys:
    1. <add key="AutoDialEnabled" value="1"/>
    2. <add key="AutoDialAfter" value="5"/>
  3. If AutoDialEnabled is 0, then there will not be an automatic call dial to customer.
  4. Check for AutoDialAfter key, mention the time (in seconds) after which the call should be dialed to customer once the tab got created in agent TMAC.
  5.  In TMAC UI, global vars.js file check for the below keys:
    1. trimDigitsBeforeMakeCall = ""; // it will trim the number of digits from the customer registered number.
    2. isCustomDialPrefixPreNumber = false; //if true it will add  the prefix number to the customer number.
    3. customDialCallPrefix = "";   //prefix to be added before dialing out

Auto response is not shown in TMAC.

Case: TMAC Does not show auto response even if it's created in OCM application.

Solutions:

  1. Check if OCM and TMAC applications are pointing to same Database.
    1. In OCM web.config check for "Connectionstring" key, Initial Catalog will have database name mentioned.
    2. In TMAC config file check for "DBConn" key, Initial Catalog should have same database name as in OCM.
  2. 'AGT_SMS_templates' table should have auto response template record. Auto response name should start with 'AutoResponse_' appended by time in seconds. For example - 'AutoResponse_10' where 10 is seconds after which the template message will be sent out.
  3. 'AGT_SMS_templates'  table will have group ID for Auto response record, so same group id should be given TMAC server config key 'Chat_MessageWaitAutoResponseTemplateGroupId' and need to restart the service.

Note: Auto  response will trigger only when agent is waiting for customer reply.

TMAC Agent Status Shows Error -71 or Error -72 or Error -1

Issue Description:

Agent Status on TMAC shows Error -71 or Error -72.

Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC Server1. Check for session failure events and recoveryTMAC Server Logs
Keywords to Search:
ComponentKeywordsLog Path
TMAC Server Logsserver_sessionfail
server_serverfail
Go to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
Troubleshooting:
ComponentDetails
TMAC ServerIf there is a network glitch between Avaya AES & Avaya CM, there would be session failure events observed on TMACServer logs.
Resolution

There will be no resolution required from TMAC Server, as TMAC would auto recover in this scenario[if key="DoAESRecovery" value="True" and also check "AESRecoveryLoopTime" & "AESRecoveryMaxLoops"]. In a case where AES does not recover and there is a complete outage, Tetherfi CTI Service & Tetherfi TMAC Service needs to started in sequence.

TextChat or Voice Call Disconnected Immediately after Incoming Call on TMAC or during Conference Complete

Issue Description:

As soon as the Textchat or Voice Call is received on TMAC, the call or chat gets disconnected.

Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC Server.1. Check TMAC - template.config for the key "Recorder_Ext_StartsWith" or "Recorder_Exts_Range"TMAC - template.config
Keywords to Search:
ComponentKeywordsLog Path
TMAC Server Logs"Event Data For Connect",
"ConnectionHandle"
Go to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
Troubleshooting:
ComponentDetails
TMAC ServerThe ConnectionHandle for a normal call will have value like 1234!123456789!0.

During this issue, recorder extensions events will be seen on TMAC Server logs. If Recorder extensions are not configured in TMAC config, there will be 2 connect events seen on TMAC and the second part in the ConnectionHandle '123456789' (station id) changes but the rest of the value will remain the same. The 2nd part will be of recorder extension

Resolution
ComponentDetails
TMAC ServerThe list of recorder extensions have to be configured in TMAC - template.config.
"Recorder_Ext_StartsWith" or "Recorder_Exts_Range" can be configured.

"Recorder_Ext_StartsWith" - Starting number of the recorder extension
"Recorder_Exts_Range" - Different ranges can be configured (comma separated). For eg: 1000-5000, 5876-9976

Only one of the above key should be part of the config.

 

Textchat gets disconnected immediately after being received on TMAC

Issue Description:

As soon as the Textchat is received on TMAC, the chat gets disconnected

Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC Server.1. Check TMAC - template.config for the key "TextChat_ServerConfig"
2. In TextChatServerConfig.json, check for "TextChatServerIP"," TextChatServerPort" & "ChatNumbers" configured.
TMAC - template.config
Communication Server1. Check TextChatServer.exe.config for the keys "cid.rangeStart", "cid.rangeEnd" & the listener port for agent as below

<add type="tcp" port="2233" user="agent"/>

The port and the range should be same as that configured in TMAC Server -> TextChatServerConfig.json

TextChatServer.exe.config
Keywords to Search:
ComponentKeywordsLog Path
TMAC Server LogsStart FailedGo to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
Troubleshooting:
ComponentDetails
TMAC ServerCheck the output telnet <CommunicationServer> <agentPort> from Application Server where TMACServer is hosted

 

Staffed agents check by Communication Server gives -2 from TMAC Server

Issue Description:

Communication Server before initiating a call to Avaya CM Skill will send the VDN to TMAC Server to check the number of agents staffed for that particular skill. The response from TMAC  shows Staffed -2

Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC Server.1. Check TMAC server logs if the request from Chat Server has reached TMAC
2. Check if TMAC Server is able to communicate with SMSAPI Service
TMAC server logs.
Communication Server1. Check if the correct TMAC Server end points are configuredrconfig - csodetails.url
Keywords to Search:
ComponentKeywordsLog Path
TMAC Server LogsGetQueueStatusGo to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
Communication Server LogsStaffed =Go to CommunicationServer folder -> TextChatServer.exe.config -> key ‘Log4NetConfigFile’ will have the path to Communication Server Logs
Troubleshooting:
ComponentDetails
TMAC Server LogsCheck the output of GetQueueStatus
Communication Server LogsCheck the status code for Staffed:
-2 : VDN is invalid or cannot get the VDN Details from SMSApi
-3 : Invalid Skill
-4 : TSAPI Failed. Unable to get the Queue

 

Single Chat request from customer shows double on TMAC Wallboard - Work Queue Routing

Issue Description:

Customer initiates a chat, on TMAC wallboard, the Calls in Queue is seen as 2 instead of 1.

Components to Verify:
ComponentWhat to CheckWhere to Check
Communication ServerCheck Communication Server logs for keyword - "AddWorkItemWithCustomIdentifier" is written twice for the same Chat Session ID.Communication server logs.
Keywords to Search:
ComponentKeywordsLog Path
Communication ServerAddWorkItemWithCustomIdentifierGo to Communication Server folder -> TextChatServer.exe.config -> key ‘Log4NetConfigFile’ will have the path to Communication Server Logs
Troubleshooting:
ComponentDetails
Communication Server
  1. Open rconfig in the browser of application Server: http://localhost:<rconfig.port>/<rconfig.appname>
  2. <rconfig.port> & <rconfig.appname>keys are present in TextChatServer.exe.config
  3. Enable.CallAgentMsg key should be set to 'true'

 

Agent able to login to TMAC but immediately logged out

Issue Description:

Agent able to login to TMAC but logs out immediately with error message ‘Agent manually logged out of hardphone

Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC Server.Check TMAC server logs when agent logged in and check if there is Logout:Unregistered with managersTMAC server logs.
Keywords to Search:
ComponentKeywordsLog Path
TMAC Server LogsLogin:AgentName:Go to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
Troubleshooting:
ComponentDetails
TMAC Server Logs
  1. Try to login with other stations and if issue
  2. Check the agent setting in CM for the password field, and it should be empty.
  3. Ask agent to login to phone manually and check whether able to login

Test SMS API in AES via the URL

  • Login via the browser using the below URL https://<AESIP>/smsxml/smsxml_test.php
  • In the login id field, use the format <CMUsername>@<CMIP>:5022
  • password: <CMPassword>
  • For sms host enter the AES IP: <AESIP>
  • model: station
  • operation: list
  • object name: station
  • qualifier: count 5
  • click submit request

With this, you will be able to perform a sanity test whether the smsapi functionality is working.

Agent Login Failed in TMAC

a) Issue Description:

Agent Login Failed on TMAC

b) Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC ServiceIs the TMAC Service Up and RunningStart -> Task Manager -> Services Tab -> TMACServer
TSAPI ServiceIs the TSAPI Service Up and RunningStart -> Task Manager -> Services Tab -> TSAPIServer
LAN ConnectivityIs the agent PC connected to LAN cableOn the agent PC, bottom right corner, Internet Access icon should show ‘Connected’
Hard-phone/Soft-phoneIs the agent phone connected and is in working stateAgent Hard-phone is alive and when the speaker button is clicked on the phone, the ringtone is heard.
FirewallCheck if AES is reachable from Application Servertelnet <AESIP> 450 - Security Login Port
telnet <AESIP> 1050 - Post login Port
c) Keywords to Search:
ComponentKeywordsLog Path
TMAC Server Logs
  1. SecurityLogin return:
  2. MonitorStation() returned:
  3. AgentLogin() returned:
Go to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
TSAPI ServiceGo to TSAPIServer folder -> TetherfiTSAPIServer.exe.config -> key ‘Log4NetConfigFile’ will have the path to TSAPIServerLogs
TMAC Proxy LogsGo to TMACProxy folder -> Web.config -> key ‘Log4NetConfigFile’ will have the path to TMACProxyLogs
d) Troubleshooting:
ComponentDetails
TMAC Server Logs
  1. SecurityLogin return:
    1. 0: Success
    2. -1: Failure. Do a TSAPI Test on AES.Use the same aeslink, username and password as found in TMAC Config. (aesLink, aesUserName, aesPassword)
    3. -5: Failure. Check if the AES Link & Password configured in TMAC Config (aesUserName & aesPassword) is correct. Check TSLIB.ini (C:\Windows\TSLIB.ini) has the correct AES IP configured.
    4. -11: Failure. Check if the TSAPI Service in AES is up and running.
    5. -12: This happens when the station is not working as expected. Login to Avaya CM, busy out the station with command - busyout station <stationnumber> and then release station with command - release station <stationnumber>. Once this is done, validate by logging in directly to Avaya hardphone.
    6. -2001: Remove the agent password that is set on Avaya CM for the particular agent login id.
  2. MonitorStation() returned:
    1. 1: Success.
    2. -1: Failure. Check if the station is in use by any other agent or is on busy on a call.
  3. AgentLogin() returned:
    1. 0: Success.
    2. -1: Failure. Check if the Avaya CM station and agent settings allows the agent to login to station (for example, if auto answer is set to ACD, then station should have headset connected).
CTI Server LogsacsOpenStream method failed to open stream.. with error code -5 for extension 1
e) Next Steps:
ComponentDetails
Command PromptDo a netstat on command prompt 'netstat -ano|findstr 450'. 450 is the port that is used for Security Login. There should be entries in 'TIME_WAIT' state. 1 entry for each agent login. The destination IP address should be the Avaya AES IP.
TMAC ConfigCheck the values configured in TMAC Config under the key - aesLink - This value should be the same as that configured in Avaya AES.

Avaya CM Setting:

Login to Avaya CM

  1. for agent, "auto answer" parameter is either set to "none" or set to "station"

  1. for station, "auto answer" parameter is set to "none"

Wallboard Data not displayed

a) Issue Description:

After TMAC login, agent is unable to see the data in wallboard (Skill Name, Calls in Queue – CIQ, Staffed) / Wallboard Value showing 0 (Calls in Queue – CIQ, Staffed)

b) Components to Verify:
ComponentWhat to CheckWhere to Check
SMSApi Service in WASIs the SMS Service Up and RunningStart -> Task Manager -> Services Tab -> TMACServer
SMSApi ServiceIs the SMSApi Service Up and Running in
AES
Login to AES -> Status -> SMSApi Service
c) Keywords to Search:
ComponentKeywordsLog Path
TMAC Server Logs
  1. GetAgentVoiceSkillList(): Exception
Go to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
SMSApi Service Logs
  1. Exception in getSkillList:
Go to SMSAPI folder -> SMSAPI.exe.config -> key ‘Log4NetConfigFile’ will have the path to SMSApiLogs
d) Troubleshooting:
ComponentDetails
TMAC Server Config1)Check if the SMSApi Service base address URL configured in TMAC is correct.

<setting name=” DataLibrary_SMS_API_CMAPI”>
<value>http://xx.xx.xx.xx:xxx/SMS_API</value>

SMS API Service Config1)Get the URL from key “ServiceURL” & “ServiceURL1” and run it in the WAS IE browser.

Eg: https://<AESIP>/smsxml/SystemManagemnetService.php

Output: SytemManagementService
Hi there, this is a Web Service!
Perhaps there will be a form for invoking the service here….

2)Check if the AES IP configured in “ServiceURL” & “ServiceURL1” is correct

e) Next Steps:
ComponentDetailsHow to perform operation
TMAC ServiceIf the TMAC Service Config has base address configured wrongly, reconfigure the correct base address as per SMS API Config and restart the TMAC Service.
  1. Start -> Task Manager -> Services Tab -> TMACServer -> Right Click to Stop Service
  2. Wait for 2 mins until the process is deleted
  3. Start -> Task Manager -> Services Tab -> TMACServer -> Right Click to Start Service
SMSApi Service
  1. If AES IP configured in the Service URL links is incorrect, configure the correct IP and run the URL to see the Output as written above. Restart the SMSAPI Service post changes in SMSAPI Configuration.
  2. If the URL does not return the details as mentioned above, engage Avaya support to check the SMS Api Service in AES
  • Start -> Task Manager -> Services Tab -> TMACServer -> Right Click to Stop Service
  • Wait for 2 mins until the process is deleted
  • Start -> Task Manager -> Services Tab -> TMACServer -> Right Click to Start Service

Agent logged out of TMAC automatically

a) Issue Description:

During BAU scenario, agent who is logged in to TMAC is automatically kicked out and TMAC window closes

b) Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC Service in WASIs the TMAC Service Up and RunningStart -> Task Manager -> Services Tab -> TMACServer
TSAPI ServiceIs the TSAPI Service Up and Running in AESLogin to AES -> Status -> SMSApi Service
LAN ConnectivityIs the agent PC connected to LAN cableOn the agent PC, bottom right corner, Internet Access icon should show ‘Connected’
Hard-phone/Soft-phoneIs the agent phone connected and is in working stateAgent Hard-phone is alive and when the speaker button is clicked on the phone, ringtone is heard.
c) Keywords to Search:
ComponentKeywordsLog Path
TMAC Server Logs
  1. TimerElapsedEvent
Go to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
d) Troubleshooting:
ComponentDetails
TMAC Server Logs1) If the agent PC LAN cable gets disconnected or there is a network fluctuation, the TMAC UI will show Orange coloured Tetherfi logo and then the TMAC would get closed after a certain period of time. This can be confirmed by checking the TimerElapsedEvent in the Server logs.
Database1) Check the database - AGT_Agent_TimeTrack table with ‘LogoutReason’ value.
OCM Agent Login Logout Report1) Login Logout report for that agent will show the logout reason
Avaya CM1) Check if the Station is alive
e) Next Steps:
ComponentDetailsHow to perform operation
LAN Connectivity1) Make sure the Agent PC is connected to LAN or WiFi without any disruption.On the agent PC, bottom right corner, Internet Access icon should show ‘Connected’
SMSApi Service1) If AES IP configured in the Service URL links is incorrect, configure the correct IP and run the URL to see the Output as written above. Restart the SMSAPI Service post changes in SMSAPI Configuration.

2)If the URL does not return the details as mentioned above, engage Avaya support to check the SMS Api Service in AES

1)Start -> Task Manager -> Services Tab -> TMACServer -> Right Click to Stop Service

2)Wait for 2 mins until the process is deleted

3)Start -> Task Manager -> Services Tab -> TMACServer -> Right Click to Start Service

 

Agent name on TMAC is null.

a) Issue Description:

Agent User name is shown as null when he logged into TMAC.

b) Components to Verify:
ComponentWhat to CheckWhere to Check
Data base connectionCheck whether the TMAC able to connect to databaseCheck whether the TMAC AUX codes are loaded
Check agent info in database/OCMCheck your agent information added in OCM is valid or notOCM>TMAC > Agent Settings>edit agent information
c) Troubleshooting:
  1. Check for the Avaya login ID is valid in CM because when the agent enters the LAN ID TMAC retrieves AVAYA login ID from the Database. If the agent ID is invalid it throws error as ‘Invalid extension’
  2. You can verify this by entering invalid LAN ID and valid extension in TMAC login and TMAC pop up Invalid LAN ID warning and asks for the Agent ID, which will allow to login with agent name as ‘NULL’.
  3. We can make sure the database connectivity by loading TMAC AUX codes.

 

d) Resolution
  1. If TMAC AUX codes are not loading and agent name as null, then go to TMAC server configuration open-> AMACWebServerWin.exe.config file.
  2. Search for the ‘DBConn’ and make sure the database connection string valid, if not then change and restart the TMAC server.
  3. If AUX codes are loading but agent name is not identified, then go to OCM->TMAC tab-> Agent Setting. Click on the agent which you are facing the issue and click edit.
  4. Make sure the Avaya Login ID and LAN ID given is valid entry.

TMAC – Exceeding maximum number of tabs.

a) Issue Description:

TMAC unable to recognize max tab count and continues to open additional tabs for new interactions.

b) Components to Verify:
ComponentWhat to CheckWhere to Check
Data base TableAGT_TMACAgentProfile – Check for max tab count and max tabs for each channel(Call,Chat and email).Check the max tabs count set.
TMAC Configuration file.Check the below config keys.

<add key="IsIncomingVoiceTabCountCheckEnabled" value="0"/>

<add key="IsVoiceTabAutoCloseOnCountEnabled" value="0"/>

<add key-"IsIncomingChatTabCountCheckEnabled" value="0"/>

<add key-"IsChatTabAutoCloseOnCountEnabled" value="0"/>

AMACWebServerWin.exe.config
c) Troubleshooting:
  • Check TMAC Server and TMAC client logs - check for any exceptions during close tab or check events after each call/email/chat is disconnected.
  • Check the TMAC server logs when a new Interaction starts. Check for the below messages in the log.

2018-07-08 12:22:14,744 [22] DEBUG AMACWebServerLogic.Interactions.InteractionManager - Max TOTAL voice tab count reached:10:

2018-07-08 12:22:14,744 [22] DEBUG AMACWebServerLogic.AgentSession - [22054_12182]-[26f89c6b-3f09-4c53-9a21-a84c3777d4a2]newVoiceCallReceived: Tab count reached. But tab count check is disabled:

2018-07-08 12:22:14,744 [22] DEBUG AMACWebServerLogic.AgentSession - [22054_12182]-[26f89c6b-3f09-4c53-9a21-a84c3777d4a2]newVoiceCallReceived: Tab count reached. Oldest tab auto close is enabled:

2018-07-08 12:22:14,744 [22] DEBUG AMACWebServerLogic.AgentSession - [22054_12182]-[26f89c6b-3f09-4c53-9a21-a84c3777d4a2]newVoiceCallReceived: Tab count reached. Oldest tab auto close is enabled. Send auto close AutoCloseTabEvent:1087,00001114451531021831:

  • Check Agents interactions for the day of the issue – DB table AGT_Agent_TimeTrack to find the login time of Agent and start to trace the logs after that time to find any active interactions.
  • These above log line will have error when sending the request to AutoCloseTabEvent if any of the Interactions are active.
  • This will result in TMAC unable to close old tabs and new interactions will continue to come to the Agent. 

 

 

 

 

 

Text chat session timeout.

Issue Description:

Chat end reason is empty in OCM.

Components to Verify:
ComponentWhat to CheckWhere to Check
TMAC Server.Get the UCID/SIP ID and search for connection handle in the TSAPI events. Filter with the connection handle and go to TSAPI Disconnect Event.

Check for the disconnect cause in the disconnect event.

In normal scenarios disconnect cause will be  as -1

Apart from this we can classify it as an abnormal disconnect.

Also check if agent has exceed the chat duration limit.(check it the Limit is Exceed in the Session- Expries field)

TMAC server logs

Text chat server LibSip Logs

Keywords to Search:
ComponentKeywordsLog Path
TMAC Server LogsDisconnect:Cause:Go to TMACServer folder -> AMACWebServerWin.exe.config -> key ‘Log4NetConfigFile’ will have the path to TMACServerLogs
Troubleshooting:
ComponentDetails
TMAC Server Logs1) Check when the call got disconnected
Next Steps:
ComponentDetailsHow to perform operation
AESTo check with AES Team why the disconnect cause is different and what is the reasonNA