AMTClient not popping up.

[Belinda Frick]

Issue:

The AMT Client popup is not working. I did stop and start the services which normally resolves the issue. The program was also reloaded but it is still not popping up. The phone is recording as I can see the calls on the supervisor interface and playback the calls successfully(therefore the agent is making calls and the extension number is configured correct).

Try the following:

1. AMTClient will only popup if the extension is being recorded. Please check on the AMETHYST Device List that the configured extension is listed. If you go to 'Configure CTI Devices' and the extension is listed, note if it has two red asterisk next to it ('**'). If so, the extension is not on the Device List. You need to check why the extension is not being recorded.
   
   NOTE: Only the physical extension is on the device list. If the virtual extension or hot desk extension updates to the list of CTI Devices it will have the two red asterisk next to it. This is then a recorded extension(provided it runs on a physical extension listed on the Recorded Device List).
   
   
2. To ensure that your AMTClient service will auto start see forum post:
   How To Set Up AMTclient To Start Up Automatically.
   
   
3. When you restart the PC and the AMTClient service starts up before the network is available it may crash, we suggest to set the service to delayed startup:
   
   
   amt-service-delayed-start.jpg
   
   
   
4. If AMTClient can communicate with AMETHYST, it will list the extension on the list under 'Configure CTI Devices' in AMETHYST webadmin. If listed here then popups can be sent to the agent PC. You can also remove the 'old' entry from 'Configure CTI Devices', stop/start the services on the agent PC (or restart the agent PC) and see if it re-populates to ensure the communication is working. If it does not add to the CTI Device list, then this is the problem. Ensure that:
   
   
   • Correct IP is configured as the AMETHYST server in the AMTClient.ini.
     
     AMTPCService.ini:
     

     Code: Select all

     [SETTINGS]
EXTENSION=222
SCREENSHOTINTERVAL=30
[LOGGING]
VERBOSE=0
[NETWORK]
UDPPORT=27002
LOCALPORT=27004
CITRIXHOST=192.168.15.6
CITRIXPORT=27009
FTPSERVER=192.168.15.6
FTPLOGIN=amethyst
FTPPASSWORD=amt
[INTEGRATION]
LINKPORT=27005

     
     Confirm the CITRIXHOST and FTPSERVER to have the AMETHYST IP address.
     
     
   • Firewall and/or Proxy is allowing AMTClient.
     
     Please ask IT to assist.
     
     
   • the required ports are not blocked on the AMTClient PC:
     The AmtPCSerivce will start allocating ports from 27003 up to 28003 (UDP and TCP). It will allocate on a first come first serve basis. Once a port is freed up, it will be re-used for the next client.
     
     You can use 'netstat -nab' and check if ports are established or waiting. Also if the AMTPCService is running on any.
     
     
   • the service is allowed under your anti-virus software on the agent PC.
     
     Please ask IT to assist.
5. If the AMTClient service is running and the AMTClient icon is visible in the bottom right-hand corner, you should get a popup when the recording starts.
   
   To force the agent to enter stuff on the popup, set it to 'Force Input' in AMETHYST Webadmin using the 'Configure CTI Devices' from the Home page.

[Belinda Frick]

In Windows 8 you can set the icon to display and/or give notifications. Please set the 'notification icon area' for AMTPCClient to 'Show icon and notifications'.

amt-amtclient-icon.jpg

[Belinda Frick]

If you AMTClient does not popup and it only list historic calls from when it last worked, try the following:

• Stop the AMTPCClient service.
• Navigate to 'C:\ProgramData\Datatex\AMTClient'
• Delete the folder with your Windows login as name
• Start the AMTPCClient service.

[Belinda Frick]

It has been noted that if Windows upgrade is done between Windows 7 and 10, the popups can stop working.

Search the C drive for the folder 'Datatex'.

There should only be 2 Datatex folders for AMTClient:
C:\Program Files (x86)\Datatex\AMTClient
C:\ProgramData\Datatex\AMTClient

To see the file path, right-click on the result and select OPEN IN FOLDER.
You will then see which file path points to the STORE location.

Stop the AMTClient service.
Delete the Datatex folder that points to the user and store location.
Start the AMTClient service.

To check if AMTClient is configured with the correct extension, right-click on the icon and select SHOW HISTORY.
Mouse-over/Click the AMETHYST logo to see extension number.

Make a test call.