Cisco Cisco Agent Desktop 9.0 Fehlerbehebungsanleitung

Desktop Presence Administrator Problems

March 13, 2015

For more information about SIP trunks in Unified CM, see the Cisco
Unified Communications Solution Reference Network Design (SRND)
for Cisco Unified Communications Manager.

Problem

Agents cannot see SMEs.

Solution

Perform the following checks.

■

Verify that the agent can log into Unified Personal Communicator
and see SMEs.

■

Verify that the correct IP address for the Unified Presence server is
entered in Desktop Presence Administrator.

■

Verify that the agent does not have a user administered in Active
Directory on the Unified Presence server.

■

Verify that at least one contact list containing one or more SMEs
has been assigned to the work flow group to which the agent
belongs.

■

Verify that the SMEs are available.

■

Verify that the agent is running Agent Desktop and is logged into
Unified Presence. To log in, click Chat, then choose File > Log In.

Problem

SMEs cannot see an agent or the agent's state is unknown.

Solution

Perform the following checks.

■

Verify that the agent is in the SME's contact or buddy list.

■

Verify that the work flow group is configured to publish the agent's
state.

Problem

After an agent or supervisor logs into Agent Desktop or Supervisor
Desktop, an error message appears, stating that the login that was
entered is not valid for Unified Presence.

Solution

Agent Desktop and Supervisor Desktop automatically try to use the
same credentials to log into Unified Presence that were used to log into
the desktop application. If the Unified Presence credentials are
different, the agent or supervisor will have to enter the credentials
manually. An alternate solution is to use the same credentials for the