Desktop Application Problems

You are not able to sign in to the Desktop.

1. Check to make sure that cookies are enabled in Internet Explorer.

2. Ensure that you enter the correct user name and password in the sign-in screen.

During sign in, the error message Invalid phone number appears after you click Go.

Check the format of the DN that you entered and make sure that the number is valid.

You accidentally closed the browser window while on a call.

If you close the browser window while on a call, you cannot sign in again until you complete the call. If you close the browser window while the call is on hold, the system automatically takes the call off hold.

When you refresh the Desktop window, you are signed out and the sign-in screen displays.

Sign in again. Avoid refreshing the window while signed in.

The status bar on the Desktop displays Not Responding and your phone does not ring.

1. Check the volume setting on the phone and make sure that the ringer is set to high.

2. Check the DN (dial number), including the dialing prefix, and make sure it is correct.

3. After resolving the problem, click one of the buttons on the message to change your state to Available or Idle .

After reconnecting to the system following a network interruption, you are suddenly signed out.

Sign in to the Desktop again. If you are unable to sign in, escalate to Customer Support.

Re-launching the Desktop while you are signed in may create problems

Do not open more than one Desktop application at a time on the desktop.

The Desktop becomes very slow.

This can happen when you leave the Desktop open for long periods of time. Close both the Desktop and the browser after you sign out of the system. If this does not help, end the process from the Windows Task Manager.

The Desktop occasionally signs out agents following a network interruption.

Sign in to the Desktop again.

The Desktop is not displayed.

Minimize the Desktop, and then restore it from the taskbar.

Launch pages and graphs do not display properly.

Make sure that in Internet Explorer, the Show Pictures option is selected in the Advanced tab of the Internet Options dialog box.

You are available but no calls are sent to you.

Make sure you are in the Available state and are signed in to the correct team.

You are talking to a customer, but the Desktop status bar displays Reserved.

Report the incident to Customer Support.

Your agent softphone is not ringing, but the Desktop status bar displays Not Responding.

Make sure that you entered the correct DN.

The Desktop status bar displays Re-connecting.

Check to see if the computer network cable has been disconnected or loosened. If you do not see a message indicating that there has been a network problem, escalate to Customer Support.

You answer a call, but the call disconnects after 30 seconds.

If Not Responding displays in the Desktop status bar, change to the Available state and wait for the next call.

The Internet Explorer browser freezes.

Open Windows Task Manager and end all browser processes.

Pop-up blockers appear.

From the Internet Explorer Tools menu, disable pop-up blockers.

The Desktop status bar displays a connected state while the phone is ringing.

Report the incident to Customer Support.

An outbound call fails.

Make sure you entered the correct DN and prefix.

During a blind transfer, call details do not display on the Desktop of the receiving agent while that agent is in the Reserved state.

The Reserved state is transient. Call details display when the second agent answers the call.