| Product Category | Call Center |
|---|---|
| Product Family | Agent |
| Trouble Type | Unable to access web portal |
| Support Tier | Triage |
| Last Updated | 09/30/19 |
First, confirm the user seat has the necessary Broadworks Web Agent license if they are a call center agent or Broadworks Web Supervisor license if they are a call center supervisor
Verify the user has a valid Application Password
Test Broadsoft Credentials
Go to the Personal Portal to confirm the UserID and application password are valid
URL: https://xtium.my-cloud-manager.com/PersonalPortal/login.jsp
Reset the users application password if you cannot access the personal portal
Confirm the user is accessing the correct URL
Note: The preferred URL is a 'load balancer' and will redirect the client to the best available server at any given time. It's recommended the user bookmarks the load balancer URL below and NOT the web address it directs to (xsp15,xsp16...) as that could cause problems using the service in the future.
A-Platform
URL: www.voip.xtium.com/callcenter
B/C/D/E/F-Platform
URL: https://callcenter.voip.xtium.com/callcenter