Cisco Cisco Agent Desktop 9.0 Technische Referenzen

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Service Autorecovery
November 2006
15
When Agent Desktop or Supervisor Desktop detects that it is unable to communicate 
with a service (generally within one minute of the service failure), the application 
status bar displays “Partial Service” or “No Service” to indicate some or all of the 
services have failed. 
When Agent Desktop or Supervisor Desktop detects that the service is again 
available (usually within one minute of service recovery), the status bar displays “In 
Service” to indicate the services have recovered.
To learn more about what is affected by the service failure, double-click the status 
message on the status bar. The application displays a popup box that lists the 
application features and indicates if that feature is available or not due to the service 
outage.
CAD-BE
CAD-BE displays a dialog box when a service goes down or comes back up. If the 
Browser and IP Phone Agent (BIPPA) service is down, all ACD, call control, task, and 
workflow capabilities are disabled. CAD-BE attempts to reconnect to the service. If it 
is unable to do so and there is a redundant BIPPA service, it automatically attempts 
to connect to the redundant BIPPA service. 
If CAD-BE is unable to connect to the BIPPA service specified by the URL during the 
initial login attempt, it does not attempt to reconnect or failover to the redundant 
BIPPA service. The agent must use the URL that points to the redundant BIPPA 
service.
If the CTI service is down, ACD and call control capabilities are disabled. 
Browser and IP Phone Agent Service
The Browser and IP Phone Agent (BIPPA) service pushes an error screen to all the 
logged in IP phone agents when it detects a failover in ICM. During the time it is 
unable to communicate with ICM, any attempt to change agent state or perform other 
IP Phone Agent functionality returns the service error screen.
If the BIPPA service goes down and there is a redundant BIPPA service, the agent 
must select the redundant service on the IP phone list of services. 
VoIP Monitor Service
VoIP Monitor service recovery is a special case, since more than one VoIP Monitor 
service can be installed in a single logical contact center. Supervisor Desktop is 
notified when one VoIP Monitor service in a multiple VoIP Monitor service 
configuration goes down. However, agent monitoring is not disabled because some