Amethyst

[leonap]

Dear Support
The AMT Client user 5299, the popup does not populate, please advise.
No call details are populating viz number dialed or received, no reference of call, no IQ, no subject due to pop up not coming through.

Your urgent assistance will be appreciated.
Thx

[Belinda Frick]

It sounds like 2 issues, please check the following:

1. Popup not working:
   
   AMTClient can only popup if there was a recording. Please search in Supervisor to see if any recordings for that extension. If no recordings, then this must be resolved first.
   
   
2. Recording not having call details:
   
   Do a search in AMETHYST Supervisor and check if you have a phone number and call direction (under IO column). If not, then it is AMTMitel not sending call details.

[leonap]

In response to my questions, I'm responding to your question/ guidance as indicated:
1. There are recordings.

2. On the recordings in Supervisor, there are no phone numbers and call direction (under IO column). How do we resolve AMTMitel not sending call details, but the actual call is on Supervisor interface.

On the user PC call list, the calls are also not listed but they are on the Supervisor interface.

[Belinda Frick]

It looks like AMTMitel is not sending call details. I would suggest sorting this out first as it will make it easier to trace the popups.

Go to the AMTMitel logs as described in forum post:
How do I know AMTMitel is receiving call details?

Check if you have entries like point 4 for a recorded extension.

If you have call details in AMTMitel.

Next is to check there is a matching recording for the same call details.