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Appendix C: Troubleshooting
148 Avaya IP Agent Installation and User Guide for Citrix June 2007
Login
This section lists those problems associated with registering with the Avaya communication
server and logging in as an agent.
Problem What to do
Cannot register with the Avaya
communication server.
Check for a valid configuration:
● Avaya IP Agent has limited support for
firewalls and Virtual Private Networks
(VPN). See Advanced tab
on page 138
for more information on configuring
Avaya IP Agent for use with VPNs.
● An Avaya communication server earlier
than DEFINITY R10 cannot be used for
Avaya IP Agent. MultiVantage and
Communication Manager servers are
fully supported.
● Ensure that the network connection
from the personal computer is
operating normally.
● Ensure that the integrated firewall
feature of Windows XP is disabled. If
this feature is enabled, iClarity IP Audio
cannot function properly.
Agents cannot log in to EAS. Ensure that the following administration
items have been addressed:
● Feature Access Codes are
administered.
● If the Avaya communication server has
the station set for Auto-answer, ensure
that Avaya IP Agent has the Enable
support for auto-answer option
enabled in the Program Options
window.
● Ensure that the station is configured for
an AUX button. Without this button,
agents cannot log in correctly if the
Avaya communication server is
configured so that agents must enter
AUX work mode when logging in to
EAS.
You changed your login extension but the
Avaya communication server does not
recognize your login.
Restart your personal computer and
attempt the login procedure again.