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Product Category	Call Center
Product Family	Agent
Trouble Type	Unable to access web portal
Support Tier	Triage
Last Updated	09/30/19

XTIUM Knowledge Base > X Unable to Access Call Center Agent Web Portal > image2018-6-27_14-12-44.png

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

XTIUM Knowledge Base > X Unable to Access Call Center Agent Web Portal > image2018-6-27_14-13-9.png

Verify the user has a valid Application Password

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

XTIUM Knowledge Base > X Unable to Access Call Center Agent Web Portal > image2018-6-27_14-32-48.png

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