The following table lists common problems with Call Server Connector:
Issue Description |
Details |
Cause |
Calls are not reflected in Unified Communications Module and Avaya Oceana®. |
No calls appear in Avaya Workspaces, but calls are visible on deskphones, even though CSC is connected to Application Enablement Services and Avaya Workspaces is successfully activated. The CSC PU log file contains the following line:
dd/mm hh:mm:ss,000 [477] ERROR khepri.util.SequentialExecutor - run() java.lang.IllegalArgumentException: Mandatory parameter workRequestId must not be null or blank.
|
Universal Call Identifier (UCID) support has not been properly enabled on Communication Manager. |
Cannot acquire a resource - acquire request fails. |
The CSC PU log file contains the following line with security violation error:
dd/mm hh:mm:ss,000 [6018] DEBUG .avaya.khepri.dmcc.CstaAddress - onErrorResponse() GetDeviceIdRequest failed: operation -> securityViolation
|
CTI User configuration on Application Enablement Services is invalid. CTI User has been created for Avaya Oceana® but is missing required privileges. |
Agent cannot log in to Avaya Oceana®. |
Ensure that an agent can login using a physical phone or One-X Agent. If they cannot, resolve this issue before attempting to log on to Avaya Oceana®. |
If this problem is frequent it is not specific for Avaya Oceana® but is a general Communication Manager or Elite issue. |
Logging in to Avaya Oceana® fails. |
The CSC PU log file contains the following line:
01/09 14:50:48.428 [0939022001 ] DEBUG .avaya.khepri.dmcc.CstaAddress - onErrorResponse() SetAgentStateRequest failed: operation -> invalidAgentState
|
The agent password obtained from Unified Collaboration Administration does not match what is configured on Communication Manager or Elite. Re-sync the agent password from Communication Manager to Avaya Control Manager or UCA. Edit the problem user in Avaya Control Manager by navigating to the Avaya Oceana tab and re-saving the user. |
Agent cannot start work after logging on to Avaya Workspaces |
A “Channel Request Failed” error appears in Avaya Workspaces, and the CSC PU log file contains the following line:
19/06 14:23:04.794 [8880006] DEBUG .avaya.khepri.dmcc.CstaAddress - onErrorResponse() SetAgentStateRequest failed: operation -> generic
19/06 14:23:04.794 [8880006] INFO aya.khepri.ucm.LiveUcmProvider - sendFailureResponse() 1a8c6ed7-7458-4822-911a-08c747a1ff12, GENERIC_ERROR [1872337703]
19/06 14:23:04.798 [pool-18-thread-5] INFO cm.DefaultWriteResponseHandler - callback() 1a8c6ed7-7458-4822-911a-08c747a1ff12
|
The agent has a voice channel assigned but the associated station is not logged in. To resolve the issue, ensure that the station associated with the agent is logged in and attempt to start work again. |
