Symptom / Need

In the Wolkvox Agent (Agentbox) application, an alert or error message appears with the legend " Error: OK".

Context / Scenarios

This is directly evident in the Wolkvox Agent desktop application (Agentbox) installed on the agent's computer. This behavior occurs randomly, without a defined pattern; it can appear on screen while the agent is in Ready ( Available ) status or during a call.

Answer / Solution

Minimum information required

To properly manage and document the case, the following information must be taken into account:

• Name of the operation .
• Operation server (This data is validated by the Wolkvox support analyst) .
• Number of affected positions or stations.
• Exact action that was being performed when the error occurred.

Initial validations and troubleshooting

If this alert appears in the application, the following technical validation sequence must be performed:

Step 1: Local System and Resource Verification

1. Equipment resources: Verify that the user's equipment exhibiting the error has sufficient hardware resources by monitoring RAM consumption.
2. Execution permissions: Verify that the tool has the necessary administrative permissions on the operating system of the affected computer.
3. Local folder ipdialbox: Check if the elements contained in the local path C:/ipdialbox are opening and functioning correctly during the active execution of the tool.

Step 2: Cross-Testing of Environment and Network

1. User and hardware testing: Validate the affected user's login on another computer, and try logging in with a different user account on the computer experiencing the problem. This will help determine if the issue lies with the local hardware or the login profile.
2. Connection status: Evaluates the stability and overall status of the user's network.
3. Validate with a previous version: Use an executable from a previous version to determine if the behavior shown is reproduced only in the current version.

If the issue remains unresolved after confirming strict compliance with the minimum requirements, verifying local resources, and performing cross-testing of the network and environment, please contact the Wolkvox Service Desk. The support analyst will require the minimum information, evidence, and findings gathered during steps 1 and 2 to proceed with case management.

4. Replication in a controlled environment: The Level 1 Support analyst validates whether the error is replicated using Wolkvox's own equipment.

Step 3: Operation Server Verification

1. Server resources: The Level 1 Support analyst checks that the server assigned to the operation does not have overloads or performance failures.
2. Recent updates: The Level 1 Support Analyst investigates whether any software updates or recent version changes were performed on the operation's server.

Temporary Solution

While the underlying diagnosis is being performed, the affected agent can use the web version of Wolkvox Agent (Agentbox) to continue operations without interruption.

Corrective Action: Perform a complete reinstallation of the Wolkvox Agent (Agentbox) desktop application.

You can review the following article to download and install the wolkvox Agent (Agentbox): https://helpcenter.wolkvox.com/wvx-agent/como-descargar-e-instalar-el-aplicativo-wolkvox-agent-para-escritorio .

Escalation

If, after performing network, resource, and permission validations and reinstalling the Wolkvox Agent, the problem persists, or if a local failure is ruled out, the Level 1 support analyst will document the ticket with all the information and evidence collected and escalate the case to Level 3 (Core Team).