Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung
Cisco CAD Troubleshooting Guide
64
March 13, 2015
recorded by the agent, using desktop monitoring. Re-enabling the
sniffer adapter while Agent Desktop is running will not solve the
problem. You must stop Agent Desktop, re-enable the sniffer adapter,
and then restart Agent Desktop to restore normal functionality.
sniffer adapter while Agent Desktop is running will not solve the
problem. You must stop Agent Desktop, re-enable the sniffer adapter,
and then restart Agent Desktop to restore normal functionality.
Problem
Agent Desktop does not start when the agent double-clicks the icon.
Solution
Open Task Manager. On the Processes tab, if agent.exe is listed, then
Agent Desktop is already running. You cannot open more than one
instance of Agent Desktop at the same time.
Agent Desktop is already running. You cannot open more than one
instance of Agent Desktop at the same time.
Select agent.exe and click End Process. Close Task Manager, and then
relaunch Agent Desktop.
relaunch Agent Desktop.
Problem
An agent using Windows XP is able to start Agent Desktop but cannot
enter an active state.
enter an active state.
Solution
Windows XP can be configured so that the Internet Connection Firewall
(ICF) is active. ICF acts by keeping track of all traffic to and from the
computer; it will only allow information through that has originated from
that particular computer. If a message originates from outside the
computer, it will be discarded.
(ICF) is active. ICF acts by keeping track of all traffic to and from the
computer; it will only allow information through that has originated from
that particular computer. If a message originates from outside the
computer, it will be discarded.
To solve this problem, either turn off ICF (requires someone with
administrator rights to the computer) or override the defaults to include
known “good” connections like the CAD servers.
administrator rights to the computer) or override the defaults to include
known “good” connections like the CAD servers.
Problem
Every time an agent hangs up the telephone, Agent Desktop
disappears.
disappears.
Solution
In Normal mode, Agent Desktop automatically minimizes when there
are no active calls. This behavior is configured in Desktop Work Flow
Administrator. To prevent the Agent Desktop window from minimizing,
click the Preferences button on the toolbar and choose Always Open or
Always on Top.
are no active calls. This behavior is configured in Desktop Work Flow
Administrator. To prevent the Agent Desktop window from minimizing,
click the Preferences button on the toolbar and choose Always Open or
Always on Top.