Cisco Cisco Agent Desktop 8.0 Technische Referenzen

Cisco Agent Desktop—Browser Edition Problems

May 2007

263

Administrator, manually synchronized Directory Services. Then 
check whether the agent exists in Desktop Administrator under 
the Personnel node.

For invalid phone configuration (regular agent):

■

Wrong phone extension was entered. Try again and enter the 
correct information.

■

Make sure the phone is associated with the PG user on Call 
Manager if is logging in as non-mobile agent.

■

Phone is not pointing to right Unified CM.

■

Non-mobile agent is using CTI port instead of extension.

For invalid phone configuration (mobile agent):

■

Make sure the extension is a valid CTI port configured in 
Unified CM and Unified ICM that is not currently used by someone 
else.

■

The mobile phone number may need to include access codes, 
area codes, and accounting codes depending on how the dial 
plan on Unified ICM and/or Unified CM is configured.

For mobile agent mode that does not match agent desk settings:

■

Agent is not set up in Unified ICM as a mobile agent. Change 
agent desk setting in Unified ICM to appropriate mobile agent 
setting.

■

Agent desk settings in Unified ICM may not match call mode 
selected in CAD-BE. Select the same call mode as specified in 
Unified ICM agent desk setting.

For no team found for agent:

■

Agent does not belong to a team in Unified ICM. Associate the 
agent with a team in Unified ICM.

■

The agent was configured correctly in Unified ICM but the Sync 
Service has not synchronized CAD's LDAP database to 
Unified ICM. Make sure the Sync Service is running. In Desktop 
Administrator, manually synchronize Directory Services, then 
check if the agent exists and belongs to the correct team in 
Desktop Administrator under the Personnel node.

For CTI service is offline:

■

Make sure the CTI service is running and active again.