Avaya Phone Training

Operations Systems Trouble Shooting

WMSBS CE Resource Management Team

Enter the 11 digit number where it
say User Name. Numbers are

1 18601501XXX H323, 18601506XXX
SIP & DIDs 18609906XXX

2 Press Enter or OK.

3 Enter Password (112233).

4 Press Enter or OK

1 Press Home

Scroll down and select

2 Log Out.

Press Log Out or OK,

3 then press Log Out to
confirm.

After you have logged

4 off, the status line
displays Logged out.

Who you going to Call when Something is not
working?

• Phone, Voice mail, System Setup (Phones for Mall and Project Services) or Avaya
Issues.

• Create a ticket with IT first, if the issue is urgent contact DL-CCT-Telecom CCT-
[email protected] and /or DL-CCT_Engineers [email protected] if you would like to
have a one on one contact Arlene Royds (Voice Mail), Marko Villegas (Avaya One X) or Steve
Schafetz (Call Issues & Mall/PST)

• CCT, Genesys Administrator, Genesys Desktop or IW Issues.

• Create a ticket with IT first, if the issue is urgent contact DL-CCT-Support [email protected]
or if you would like to have a one on one contact Ed Schmidt, Efren (Kenny) Carrion or Michael
Brachelli (use Michael last).

• Acorn issues

• Create a ticket with IT first, if the issue is urgent contact DL-ACORNPRODSUPPORT
[email protected] , there are several in house but you can contact Laura Quilla,
Vikram Chouhan &/or Samir Kahn (India) and Emilio Sforza as last result.

Continue

• MAS Issues

• Create a ticket with IT first, if the issue is urgent contact DL-MAS-SUPPORT
[email protected]

• Systems upgrades or downloads

• Create a ticket with IT first, if the issue is urgent contact Ralph Ramadin
and/or Peter Smith.

• For Equipment replacement or issues

• Create a ticket with IT first, if the issue is urgent contact Ralph Ramadin
and/or Peter Smith.

Quick Trouble shooting resolutions.

• Acorn unresponsive/wont load or freeze –

1. First request for crew a screen shot of the error they are seeing or getting, if
there is any available, so this can be included on the email for IT.

2. Second Ask them to close all Browsers and this is referring to all web pages
open like Chrome and-or Internet Explorer, it has to be all including any
browser opened on something that is not Acorn. What this those it switches
the Rep from one Server to the Other.

• Note 1: You need to emphasize and enforce the no PC shutdown. This doesn’t fix the issue
but it does is removes the Rep from assisting or grabbing a calls.

• Note 2: They may have to shut off the browsers several time before the systems switch
them to a workable server.

The last digit on this is the server number
there are 3 total.

Computer unresponsive, slow or freeze.

• Check what unnecessary programs and browsers the Rep has open on his/her PC,
and ask to close them.

• If the issue persist, and before shutting down the PC, perform a System Cleanup.

• >>DSC icon>>>>>Tools>>>>>>>Cleanup PC

• Once the system cleanup is completed then shut down the PC

• Not Restart.

• When the PC is off, disconnect the power cord on the back and press and keep
pressed the power button at front for 10-15 seconds. After this, plug the cable back
in and turn the PC on, and ask the Rep to log in.

• If this doesn’t fix the issue then referrer this to the Field IT (FIT)

IW Genesys Issues.

• When logging in the Rep can experience some
errors that will prevent them from accessing
Interaction Workspace.

• Most commonly:

• Incorrect Application Name: This happens when
the program is installed the first time or went
through a major upgrade that caused for change.

• The Application Name that will show on an installation
will be Interaction_Workspace_SBS the correct
Application Name is IW85_WMSBS (in Caps)

IW Genesys Issues cont.

• The Reps is disabled in Genesys Administrator
• The Place number (Phone Number) not showing on the

list (This is because the number at the phone doesn’t
have license attached to it and its not on the PBX
system.

The number it's trying to get is 18609906213,
and it's not showing on the list

IW Genesys Issues cont.

• With IW most issues will bring up an error with a numerical code. This
code actually helps us determined what exactly is the issue and how to
fix. This is why it is important for the Rep to either get a screen shot or
the number that showed on the error pop up.

• The most common codes and how to fix are as follow.

• 1140-1149 – these codes are referring to the system not being Bridged. In other
words they haven’t press the headset button.

• 1150-1159 – Invalid request, if this happens chances are the Rep mistakenly use
the wrong command, and to fix this the Rep needs to log out of IW and back in.

• 1160-1169 – this error normally happens when the systems did not connect to
each other, the fix is to log off IW wait 1-3 minutes then log back in.

• 1170-1179 – These codes normally will show when there is a System outage like
Network, Servers or Phone lines.

If any of these trouble shooting didn’t worked for whatever reason, contact CCT-
Support Team.