many phone calls every day. I appreciate them! I enjoy helping customers and answering questions. A lot of calls are about Agent Access, the program collectors use
The account lookup (screen pop) stopped working. This is sometimes an issue when you have a collection/host software upgrade, but it is easy to fix. The problem is the window in the collection software we used to look up the accounts has changed names. So that means we cannot find the window and we cannot look up the account and give you the information.
To fix it: Go to Agent Access Toggle Configuration (Start, All Programs, CT Center, Agent Access Toggle Configuration) and click
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the Applications tab. About half way down you will see a вЂњSearch WindowвЂќ text box. This is where you can alter the window name. Be sure to save your changes and update them to the server by using the Update button at the bottom. Note: If you donвЂ™t know what to name the window, contact support and we will help you make the change. Your host software vendor will not know the window name.
Agent Access installed, but it will not run. This
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issue is usually due to the version of WindowsВ® you are using. In Windows XP you can successfully run the install just by double clicking on it. But with newer Windows operating systems you have to be tricky.
To fix it: First uninstall Agent Access. Then right-click on the install and tell your machine to run it вЂњas an Administrator.вЂќ The install should finish properly and allow you to run Agent Access.
I get a вЂњ-1вЂќ error when trying to connect to Agent Access. This is a Java issue and also relatively easy to correct, though it looks like a lot of steps.
To fix it:
SettingsвЂќ on the left side of the window)
This article was written by Elise