Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung

Cisco CAD Troubleshooting Guide

116

March 13, 2015

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The mobile phone number may need to include access codes, area 
codes, and accounting codes depending on how the dial plan on 
Unified ICM and/or Unified CM is configured.

For mobile agent mode that does not match agent desk settings:

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Agent is not set up in Unified ICM as a mobile agent. Change agent 
desk setting in Unified ICM to appropriate mobile agent setting.

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Agent desk settings in Unified ICM may not match call mode 
selected in CAD-BE. Select the same call mode as specified in 
Unified ICM agent desk setting.

For no team found for agent:

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Agent does not belong to a team in Unified ICM. Associate the agent 
with a team in Unified ICM.

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The agent was configured correctly in Unified ICM but the Sync 
service has not synchronized CAD's LDAP database to Unified ICM. 
Make sure the Sync service is running. In Desktop Administrator, 
manually synchronize Directory services, then check if the agent 
exists and belongs to the correct team in Desktop Administrator 
under the Personnel node.

For CTI service that is offline:

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Ensure that the CTI service is running and active again.

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Ensure that the CTI service hostname/IP address/port/peripheral 
ID specified in CAD Configuration Setup is incorrect. Enter the 
correct values in CAD Configuration Setup, save your changes, then 
restart the BIPPA service.

For invalid state change:

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The agent is attempting to log in using a phone that is on a call. 
Finish the call and log in when there is no call on the phone.

For CTI request timeout:

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The BIPPA service, CTI service, CTI OS service, or Unified CM may 
be slow. Check their CPU usage.

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The network may be slow.

For LRM service that is down:

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Start the LRM service if it is down.

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The LRM service will not become active until the CAD Configuration 
Setup utility runs successfully. Run the CAD Configuration Setup 
utility.