Cisco Cisco Agent Desktop 8.0 Technische Referenzen
Cisco CAD Service Information
276
May 2007
Problem
After completing a conference call, Chat and Supervisor Desktop show
an extra party on the call.
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.
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 Chat Service failure and
recovery, the Barge-In and Intercept buttons get out of sync in
Supervisor Desktop.
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 Desktop Supervisor.
the Barge-In and Intercept buttons will display correctly. The problem
can also be corrected by restarting Desktop Supervisor.
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.
The ID is the extension stored in Phonedev.ini (located in the config
folder). Phonedev.ini is populated with the extension field from the
Login dialog box when Agent Desktop is started.
another supervisor, the Chat Service logs the first supervisor out. To
avoid this problem, make sure that each supervisor has a unique ID.
The ID is the extension stored in Phonedev.ini (located in the config
folder). Phonedev.ini is populated with the extension field from the
Login dialog box when Agent Desktop is started.
Problem
The supervisor starts recording an agent’s conversation, but after a
short time the recording stops by itself.
short time the recording stops by itself.
Solution
Check to make sure that no other supervisors are currently viewing the
same team of agents. Any supervisor using Supervisor Desktop can see
all conversations being recorded, and can stop a recording of an agent
conversation even if that supervisor did not initiate the recording.
same team of agents. Any supervisor using Supervisor Desktop can see
all conversations being recorded, and can stop a recording of an agent
conversation even if that supervisor did not initiate the recording.