Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung
Agent Desktop Problems
March 13, 2015
71
For example, If the server is in India (local time is GMT + 5.5 hours) and
Agent Desktop is in California (local time is GMT – 8 hours) and a call
arrives at the agent at 21:00 GMT, the agent sees it arriving at
13:00 PST (21:00 – 8:00). However, since the server is in India, the call
is timestamped as arriving at 02:30 IST (21:00 + 5:30), which is the
next day.
Agent Desktop is in California (local time is GMT – 8 hours) and a call
arrives at the agent at 21:00 GMT, the agent sees it arriving at
13:00 PST (21:00 – 8:00). However, since the server is in India, the call
is timestamped as arriving at 02:30 IST (21:00 + 5:30), which is the
next day.
Problem
When an agent is completing an Outbound Dialer call while in the Work
Ready or Work Not Ready state, some of the toolbar buttons are
disabled.
Ready or Work Not Ready state, some of the toolbar buttons are
disabled.
Solution
If an agent uses a multi-line phone and displays calls on his or her
non-ACD line while in the Work state, the enterprise data will be
updated. This is the normal functionality for the non-ACD call, but Agent
Desktop requires the enterprise data associated with the Outbound
Dialer call in order to enable the toolbar buttons.
non-ACD line while in the Work state, the enterprise data will be
updated. This is the normal functionality for the non-ACD call, but Agent
Desktop requires the enterprise data associated with the Outbound
Dialer call in order to enable the toolbar buttons.
To work around this situation, disable multiline non-ACD calls. In Cisco
Desktop Administrator, go to Services Configuration > Multiline,
Monitoring & Recording > Display Settings and disable the Display
Non-ACD Call check box.
Desktop Administrator, go to Services Configuration > Multiline,
Monitoring & Recording > Display Settings and disable the Display
Non-ACD Call check box.
Problem
In the Contact Appearance Pane, an agent sees -1 where call data is
usually displayed.
usually displayed.
Solution
You must modify a registry key on the CTI OS computer and turn off the
MinimizeEventArgs key. For more information on configuring the CTI OS
MinimizeEventArgs key. For more information on configuring the CTI OS
1. On the CTI OS computer, open the Windows Registry Editor.
2. Navigate to the following key:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco\Ctios\<CTI OS Instance
Name>\<CTI OS Server Name>\Server\CallObject
Name>\<CTI OS Server Name>\Server\CallObject
3. Under the CallObject key, select MinimizeEventArgs and change to
value from 1 to 0.
4. Close the Windows Registry Editor.
5. You must restart CTI OS for the changes to take effect.