Cisco Cisco Agent Desktop 8.0 Betriebsanweisung
Cisco Agent Desktop User Guide
16
September 9, 2013
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When you log in, you might see the error message, “A licensing error has
occurred. Please see your administrator.” This generally appears when all
Agent Desktop software licenses are in use. For this reason, it is important
that you close Agent Desktop completely when you are done using it, rather
than simply logging off. As long as Agent Desktop is running, one license is
being used.
occurred. Please see your administrator.” This generally appears when all
Agent Desktop software licenses are in use. For this reason, it is important
that you close Agent Desktop completely when you are done using it, rather
than simply logging off. As long as Agent Desktop is running, one license is
being used.
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If you log in as a mobile agent using Nailed mode, you have only one phone
line, and your phone line is busy, you are logged in and immediately logged
out. If you have two phone lines with voice mail on the non-busy line, mobile
agent rolls over to the second line, logs you in, and then when the voice mail
hangs up, logs you out.
line, and your phone line is busy, you are logged in and immediately logged
out. If you have two phone lines with voice mail on the non-busy line, mobile
agent rolls over to the second line, logs you in, and then when the voice mail
hangs up, logs you out.
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When you are logging in as a mobile agent, you cannot log out a login
name/ID that is already in use. If you see a dialog box asking if you want to log
out the agent name/ID (force your login), answer No. You must log in with a
different login name/ID.
name/ID that is already in use. If you see a dialog box asking if you want to log
out the agent name/ID (force your login), answer No. You must log in with a
different login name/ID.
Access Through a VPN From Behind a NAT Firewall or
Router
Router
Agent Desktop is able to connect to the CAD servers through a virtual private network
(VPN). This allows a supervisor to work remotely and still have the benefit of the full
functionality of Agent Desktop.
(VPN). This allows a supervisor to work remotely and still have the benefit of the full
functionality of Agent Desktop.
Using a VPN is recommended to provide a more secure connection when using Agent
Desktop outside the contact center.
Desktop outside the contact center.
When a desktop is using network address translation (NAT) due to a firewall or router,
then virtual private network (VPN) software must be used on the desktop to ensure
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, incoming chat and team message failures, and
recording.
then virtual private network (VPN) software must be used on the desktop to ensure
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, incoming chat and team message failures, and
recording.
It has been verified that Cisco VPN 3000 Concentrator and Cisco VPN Client work
properly with CAD 8.5 and are supported for access. VPN solutions from other vendors
might result in feature loss. Because they have not been formally verified, they are not
supported. If you want an alternative solution to be verified, please contact your Cisco
distributor.
properly with CAD 8.5 and are supported for access. VPN solutions from other vendors
might result in feature loss. Because they have not been formally verified, they are not
supported. If you want an alternative solution to be verified, please contact your Cisco
distributor.
VPN Tunneling
There are two types of VPN tunneling mechanisms, full tunneling and split tunneling,
both of which are supported for connection between Agent Desktop and the CAD base
services.
both of which are supported for connection between Agent Desktop and the CAD base
services.