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Maintaining and Troubleshooting Avaya Dialer

Maintaining and Troubleshooting Avaya Dialer

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Published by Naveen
Avaya Dialer Trouble Shooting
Avaya Dialer Trouble Shooting

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Published by: Naveen on Aug 18, 2010
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Maintaining and TroubleshootingAvaya Proactive Contact 4.2
May 2010
 
 
 © 2010 Avaya Inc. All Rights Reserved.Notice
While reasonable efforts were made to ensure that the information in thisdocument was complete and accurate at the time of printing, Avaya Inc. canassume no liability for any errors. Changes and corrections to the informationin this document might be incorporated in future releases.
Documentation disclaimer
Avaya Inc. is not responsible for any modifications, additions, or deletions tothe original published version of this documentation unless such modifications,additions, or deletions were performed by Avaya. Customer and/or End Useragree to indemnify and hold harmless Avaya, Avaya's agents, servants andemployees against all claims, lawsuits, demands and judgments arising out of,or in connection with, subsequent modifications, additions or deletions to thisdocumentation to the extent made by the Customer or End User.
Link disclaimer
Avaya Inc. is not responsible for the contents or reliability of any linked Websites referenced elsewhere within this documentation, and Avaya does notnecessarily endorse the products, services, or information described or offeredwithin them. We cannot guarantee that these links will work all the time and wehave no control over the availability of the linked pages.
Warranty
Avaya Inc. provides a limited warranty on this product. Refer to your salesagreement to establish the terms of the limited warranty. In addition, Avaya’sstandard warranty language, as well as information regarding support for thisproduct, while under warranty, is available through the Avaya Support Website:http://www.avaya.com/support 
License
USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'SACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERALLICENSE TERMS AVAILABLE ON THE AVAYA WEB SITEhttp://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IFYOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUSTRETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN(10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.Avaya grants End User a license within the scope of the license typesdescribed below. The applicable number of licenses and units of capacity forwhich the license is granted will be one (1), unless a different number oflicenses or units of capacity is specified in the Documentation or othermaterials available to End User. "Designated Processor" means a singlestand-alone computing device. "Server" means a Designated Processor thathosts a software application to be accessed by multiple users. "Software"means the computer programs in object code, originally licensed by Avaya andultimately utilized by End User, whether as stand-alone Products orpre-installed on Hardware. "Hardware" means the standard hardwareProducts, originally sold by Avaya and ultimately utilized by End User.
License type(s)Copyright
Except where expressly stated otherwise, the Product is protected by copyrightand other laws respecting proprietary rights. Unauthorized reproduction,transfer, and or use can be a criminal, as well as a civil, offense under theapplicable law.
Third-party components
Certain software programs or portions thereof included in the Product maycontain software distributed under third party agreements ("Third PartyComponents"), which may contain terms that expand or limit rights to usecertain portions of the Product ("Third Party Terms"). Information identifyingThird Party Components and the Third Party Terms that apply to them isavailable on the Avaya Support Web site:http://support.avaya.com/ThirdPartyLicense/  
Preventing toll fraud
"Toll fraud" is the unauthorized use of your telecommunications system by anunauthorized party (for example, a person who is not a corporate employee,agent, subcontractor, or is not working on your company's behalf). Be awarethat there can be a risk of toll fraud associated with your system and that, if tollfraud occurs, it can result in substantial additional charges for yourtelecommunications services.
Avaya fraud intervention
If you suspect that you are being victimized by toll fraud and you need technicalassistance or support, call Technical Service Center Toll Fraud InterventionHotline at +1-800-643-2353 for the United States and Canada. For additionalsupport telephone numbers, see the Avaya Support Web site:http://www.avaya.com/support 
Trademarks
Avaya and the Avaya logo are either registered trademarks or trademarks ofAvaya Inc. in the United States of America and/or other jurisdictions.All other trademarks are the property of their respective owners.
Downloading documents
For the most current versions of documentation, see the Avaya Support Website:http://www.avaya.com/support 
Avaya support
Avaya provides a telephone number for you to use to report problems or to askquestions about your product. The support telephone numberis 1-800-242-2121 in the United States. For additional support telephonenumbers, see the Avaya Support Web site:http://www.avaya.com/support 
 
Administering Avaya Proactive ContactMay 2010
3
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Chapter 1: Avaya Proactive Contact Supervisor . . . . . . . . . . . . . . . . . . . . . . . 15Changes made through supervisor affecting the dialer . . . . . . . . . . . . . . . . . 15Message Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Message Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Agent key files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Calling list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Upload/Download list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Dialer event Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Completion Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Message Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Supervisor Mid-Tier connectivity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18End user applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Analyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Chapter 2: Proactive Contact Agent and Agent API. . . . . . . . . . . . . . . . . . . . . . 23Agent cannot connect- dialback failure - unable to login - headset in use . . . . . . . 23Data pops (slow or none) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Chapter 3: Proactive Contact features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Sales Verification testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Internet Monitor issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Predictive Blend not acquiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Chapter 4: Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Back ups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Unable to start Oracle Database after restoring the bootable backup on the system usingthe tape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Mondo-based bootable DVD backup does not work on Japanese dialer. . . . . . . 28Unable to take DVD backup if file size of backup exceeds 4 GB. . . . . . . . . . . 28While trying backup options, error message is displayed stating that the backup.cfg filedoes not exist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
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