Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung

Agent Desktop Problems

March 13, 2015

69

Problem

The agent cannot find the Log Viewer executable.

Solution

Log Viewer is part of Agent Desktop, not a separate executable. To 
access the Log Viewer in Agent Desktop, choose File > View Logs.

Problem

In the Log Viewer, <N/A> is displayed in the first row.

Solution

If there is no data stored for the selected day, the first row of the Log 
Viewer displays <N/A>.

Problem

When an agent receives a transferred call the enterprise data is not 
correct. 

Solution

Call waiting is not supported in CAD. If call waiting is enabled, 
enterprise data might not be correct in certain circumstances. For 
example, if an agent is on a call and a new call is routed to that agent, 
and that agent transfers the original call to another agent, the second 
agent's desktop might display enterprise data for the new call, rather 
than the original call.

Problem

The agent toggles between the Ready state and the Reserved state.

Cause. This might happen if a dial plan exists that starts with the same 
digit that the agent’s extension starts with. In this case, if the total 
number of digits in the agent’s extension is less than the total number 
of digits configured for the dial plan, this symptom might occur.

Solution

Ensure that the following do not occur concurrently:

■

The agent’s extension starts with the same digit as a dial plan in 
Unified CM

■

The total number of digits in the agent’s extension is less than the 
total number of digits configured for the dial plan in Unified CM