TROUBLESHOOTING: Settings in Topaz when using Amethyst

[Belinda Frick]

Topaz settinngs that can cause problems if incorrectly configured

Problem: Clients are not terminated with call information.
Resolution: The Topaz networking has not been configured
correctly or is not operating correctly. Check that the Topaz
and Amethyst networking has been enabled in the 'Set-up' of Topaz.
Ensure that the Topaz 'timer' is ON. Topaz must be running and
logged in. The extensions and correct host names must be configured
in the 'Data -> Extensions' screen.
If the AmtPRIServer is used the correct host names have to be
configured for each line that is being recorded, on the
'Data -> Lookup -> Lines' screen.

Problem: Incorrect call information is received on the
recording clients to terminate the calls. Calls do not terminate
with call information at all. Some clients will be terminated
with incorrect extension information.
Resolution: Make some test calls to ensure that the PABX3
Plug-in is sending the correct extension information to Topaz. Be
sure the hot seat facility has been configured correctly or disabled
if not applicable.
The incorrect host name may have been configured for the extension
or line. (Depending on the type of recording that is being made.)
Make sure that the host names are correct.

Problem: There are no call details on recordings. No call
information terminates the client software. Calls flow into each
other with no termination between them. The client software starts
recording and doesn't stop again.
Resolution: Topaz and/or PABX3 are not running. Use Topaz 1.7.0.2
or later with the automatic login facility to ensure that Topaz is
automatically logged in when the server is restarted. Ensure that
the server automatically logs in to Windows. Also check that the
PABX is sending call data to PABX3 and PABX3 is sending data to Topaz.

Problem: When hot seats are used, the extensions 'move' with
the agents, but Topaz is not updated with the correct host names.
Resolution: The user names on the 'Data' screens have to
be in uppercase for this feature to work. The hot seats facility
must be enabled in the client software.

TROUBLESHOOTING: Tests to check USBClient and SLVR setup.
TROUBLESHOOTING: Terms used with Amethyst
TROUBLESHOOTING: SLVR issues identified after an Amethyst installation.
TROUBLESHOOTING: Problems common to SLVR and USBClient
TROUBLESHOOTING: USBClient problems
TROUBLESHOOTING: Settings in Topaz when using Amethyst
TROUBLESHOOTING: Amethyst Supervisor
TROUBLESHOOTING: Amethyst Server
TROUBLESHOOTING: Other general configuration problems