Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung
Supervisor Desktop Problems
March 13, 2015
137
Problem
Supervisor Desktop is no longer displaying any skills statistics.
Solution
The supervisor is also an agent logged into the ACD. If the supervisor is
inactive (in the Not Ready state) long enough he or she is logged out of
the ACD (the length of Not Ready time before logout is set up in the
Agent Desk Settings in Unified ICM.)
inactive (in the Not Ready state) long enough he or she is logged out of
the ACD (the length of Not Ready time before logout is set up in the
Agent Desk Settings in Unified ICM.)
The supervisor should log back in to see skills statistics again. A
workaround to the logout situation is to create a skill group that has
only supervisors in it and that does not receive ACD calls. The
supervisors can then place themselves in the Ready state and remain
logged in as long as necessary.
workaround to the logout situation is to create a skill group that has
only supervisors in it and that does not receive ACD calls. The
supervisors can then place themselves in the Ready state and remain
logged in as long as necessary.
Problem
Supervisor Desktop does not display skills statistics, and Agent Desktop
does not display any enterprise data.
does not display any enterprise data.
Solution
The hostname or IP address of the Unified ICM CTI Server must be
entered identically in Unified ICM and in the CAD Configuration Setup
utility. If a hostname is entered in Unified ICM, a hostname must be
entered in the CAD Configuration Setup utility. If a hostname is used in
one place and an IP address in the other, then enterprise data and
skills statistics are not communicated to CAD.
entered identically in Unified ICM and in the CAD Configuration Setup
utility. If a hostname is entered in Unified ICM, a hostname must be
entered in the CAD Configuration Setup utility. If a hostname is used in
one place and an IP address in the other, then enterprise data and
skills statistics are not communicated to CAD.
To correct the problem, find out how the CTI Server is entered in
Unified ICM and change how the CTI Server is entered in the CAD
Configuration Setup utility.
Unified ICM and change how the CTI Server is entered in the CAD
Configuration Setup utility.
Problem
The supervisor clicks a recording, but it does not play.
Solution
For troubleshooting information about VoIP monitoring and recording,
see Configuring and Troubleshooting VoIP Monitoring.
see Configuring and Troubleshooting VoIP Monitoring.
Problem
After completing a conference call, Chat and Supervisor Desktop show
an extra party on the call.
an extra party on the call.
Solution
Occasionally, each agent receives different data from the CTI server. For
example, a customer (555-5555) calls Agent A. The CTI server reports
555-5555 as the calling number to Agent A. Agent A then conferences
example, a customer (555-5555) calls Agent A. The CTI server reports
555-5555 as the calling number to Agent A. Agent A then conferences