Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung

Cisco CAD Troubleshooting Guide

90

March 13, 2015

Chat Problems

Problem

The agent sent the supervisor an emergency chat message but the 
supervisor never received it.

Solution

Supervisors receive emergency chat messages only if they are 
monitoring the team to which the agent who sent the message belongs.

Problem

After completing a conference call, the Chat client and Supervisor 
Desktop show 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 
in Agent B. However, in this case the CTI server reports <Unavailable> 
as the customer number to Agent B. When the time comes to merge the 
data from the two agents (Agent A, Agent B, customer number, and 
<Unavailable>. an extra party is added because the customer number 
and <Unavailable> cannot be distinguished.

Problem

Approximately 30 to 40 seconds after sending a chat message the 
agent receives the error message, “SYSTEM [##:##]:<Username> did 
not receive your message because the message could not be sent.”

Solution

This situation can arise when the Cisco Unified Presence server fails 
over. This is a known issue. No workaround is available. The problem 
persists until the failover has completed. The agent should wait and try 
sending the chat message again.