Cisco Cisco Agent Desktop 9.0 Technische Referenzen
Cisco CAD Service Information
248
May 2007
The agent can ignore the error message, close the message dialog box,
and continue as before.
and continue as before.
Problem
The CPU usage on the agent’s PC has gone to 99%, and the PC has
locked up.
locked up.
Solution
This can happen when you disable the sniffing adapter through the
Windows Network and Dialup Connections window while Agent Desktop
is running and is being monitored and/or recorded by the supervisor or
recorded by the agent, using Desktop MOnitoring. Re-enabling the
sniffer adapter while Agent Desktop is running will not solve the
problem. You must stop Agent Desktop, re-enable the sniffer adapter,
and then restart Agent Desktop to restore normal functionality.
Windows Network and Dialup Connections window while Agent Desktop
is running and is being monitored and/or recorded by the supervisor or
recorded by the agent, using Desktop MOnitoring. Re-enabling the
sniffer adapter while Agent Desktop is running will not solve the
problem. You must stop Agent Desktop, re-enable the sniffer adapter,
and then restart Agent Desktop to restore normal functionality.
Problem
An agent using Windows XP was able to start CAD, but was not able to
enter an active state.
enter an active state.
Solution
Windows XP may be configured so that the Internet Connection Firewall
(ICF) is active. ICF acts by keeping track of all traffic to and from the
computer; it will only allow information through that has originated from
that particular computer. If a message originates from outside the
computer, it will be discarded.
(ICF) is active. ICF acts by keeping track of all traffic to and from the
computer; it will only allow information through that has originated from
that particular computer. If a message originates from outside the
computer, it will be discarded.
To solve this problem, either turn off ICF (requires someone with
administrator rights to the computer) or override the defaults to include
known “good” connections like the CAD servers.
administrator rights to the computer) or override the defaults to include
known “good” connections like the CAD servers.
Problem
Agents can’t log in to Agent Desktop.
Solution
During Unified ICM installation, an “Agent Login Required for Client
Events” check box is displayed. By default this check box is unchecked.
It must remain unchecked for agents to be able to log in. If the check
box was checked during Unified ICM installation, you must reinstall
Unified ICM and make sure the check box remains unchecked.
Events” check box is displayed. By default this check box is unchecked.
It must remain unchecked for agents to be able to log in. If the check
box was checked during Unified ICM installation, you must reinstall
Unified ICM and make sure the check box remains unchecked.