Cisco Cisco Agent Desktop 8.0 Fehlerbehebungsanleitung

Cisco CAD Troubleshooting Guide

104

March 2012

address in the other, then enterprise data and skills statistics are not 
communicated to CAD. 

To correct the problem, find out how the CTI Server is entered in 
Unified ICM and change how the CTI Server is entered in Configuration 
Setup.

Problem

The supervisor clicks a recording, but it does not play.

Solution

For troubleshooting information about VoIP monitoring and recording, 
see Configuring and Troubleshooting VoIP Monitoring.

Problem

After completing a conference call, Chat 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

If the supervisor’s hook state changes during a Chat service failure and 
recovery, the Barge-In and Intercept buttons get out of sync in 
Supervisor Desktop.

Solution

Once the supervisor takes another call after the Chat service recovers, 
the Barge-In and Intercept buttons will display correctly. The problem 
can also be corrected by restarting Supervisor Desktop.

Problem

Supervisors are getting randomly logged out of the Chat service.

Solution

If a supervisor attempts to log into the Chat service with the same ID as 
another supervisor, the Chat service logs the first supervisor out. To 
avoid this problem, make sure that each supervisor has a unique ID.