Problem Statement
A user reported that Caller ID stopped displaying in Avaya one-X Agent. Reinstalling one-X Agent and deleting the local Avaya application folder did not resolve the issue. Investigation found the station being used was administered as a SIP extension.
Impact
Agents using a SIP station with Avaya one-X Agent may experience missing Caller ID or inability to use the softphone reliably for contact center work. The application is not supported for SIP station registration, so standard client reinstall steps may not correct the issue.
Alarm
No alarm was associated with this issue.
Troubleshooting Steps
- Confirm whether the issue affects one user or multiple users.
- Verify the station type in Avaya Communication Manager.
- If the station is SIP, confirm whether it registers through Session Manager rather than directly to Communication Manager as an H.323 endpoint.
- Confirm the softphone client in use. Avaya one-X Agent is an H.323-based desktop application and is not a native SIP softphone.
- Check whether other working one-X Agent users are logged in with H.323 extensions.
- Do not continue repeated reinstall or local profile cleanup attempts if the assigned extension is SIP; this does not address the unsupported station type.
- If the agent must use one-X Agent, assign and administer a supported H.323 station.
- If the agent must remain on a SIP extension, use a supported SIP-capable client such as Avaya Workplace, subject to licensing and contact center support requirements.
Resolution
The reported behavior was attributed to using Avaya one-X Agent with a SIP extension. one-X Agent is supported for H.323 stations that register to Communication Manager, not SIP stations that register through Session Manager. The issue should be resolved by moving the agent to a supported H.323 station for one-X Agent or by using a supported SIP-capable client such as Avaya Workplace if licensed and appropriate for call center use.