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Author Topic: Avaya 2050 softphone has stopped working - crashed  (Read 4033 times)

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Offline k-ace

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Avaya 2050 softphone has stopped working - crashed
« on: September 26, 2014, 12:05:03 PM »
Looking for suggestions on what to check, where to check or a good app to trace or capture an issue.

We have a support desk with around 70 agents at peak call volume and right now 2 agents constantly complain that their 2050 softphone will just crash with "Avaya 2050 softphone has stopped working" or "You have been logged out of Agent Desktop while a Contact is Open".  Others have complain of this but they don't seem to have the frequency of these two.

New PCs running Win7 SP1 64-bit OS
Intel(R) Core(TM) i5-3320 CPU @ 2.60GHz
8GB RAM
2050 ver 4.04.0132 (latest as of 9/26/14)
2050 is working in unison with AAAD (Avaya aura agent desktop)
AACC Server tied in with a CS1000
Agents run Lync IM as well as Hip Chat, Outlook, plus other apps such as a few IE sessions.

Our 2 agents say it occurs a few times a day, sometimes only once. They might be working an email, or an email and on a live call, and the 2050 drops dead.  I'm at a lost as to what I can do to track what might be causing this, was looking at ProcMon tool but outside my knowledge range on how to configure it. Standard Event Log doesn't provide any clue, just says 2050 crashed. Noticed on Avaya's site under an older release of 2050 it said to install KB981679 but I can't install this, msg saying not compatible.  Also the backbone team at Avaya said per the server logs they do not see an issue, they see some disconnect errors but those are occurring at the PC as A CS1K / ELAN issue would not cause agents to get logged out of AAAD.

I moved one agent to different cube (different data jack) and also gave her a loaner laptop, issue stayed with her. I could delete her profile in AAAC and rebuild it but doubt that will help.

Suggestions?
« Last Edit: September 26, 2014, 12:16:54 PM by k-ace »


Offline Liptonindy

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Re: Avaya 2050 softphone has stopped working - crashed
« Reply #1 on: November 17, 2014, 12:22:38 AM »
I am going to ask for data from friends.