TMAC

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.

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:

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 end as 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 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.

Unable to Login to TMAC

a) Issue Description:

TMAC is stuck at login page and is not proceeding to login. GIF image is circling.

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, ringtone is heard.
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. -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 agent is already logged in to other station
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.

 

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