Cisco Cisco Agent Desktop 8.0 Fehlerbehebungsanleitung
Cisco Unified Contact Center Express 8.0
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The information in this document was created from the devices in a specific lab environment. All of the
devices used in this document started with a cleared (default) configuration. If your network is live, make sure
that you understand the potential impact of any command.
devices used in this document started with a cleared (default) configuration. If your network is live, make sure
that you understand the potential impact of any command.
Conventions
Refer to Cisco Technical Tips Conventions for more information on document conventions.
Background Information
The IP Interactive Call Distribution (ICD) subsystem provides resource distribution and queuing to call
centers. You must provision the IP ICD subsystem.
centers. You must provision the IP ICD subsystem.
In order to perform the configuration process, connect to the Cisco Customer Response Application (CRA)
Administration web site and complete these tasks:
Administration web site and complete these tasks:
Configure users in Cisco CallManager You must assign ICD extensions for the users who are
agents in the Cisco IP ICD system, and create a Cisco CallManager user for the Resource Manager
(RM) of the ICD subsystem.
agents in the Cisco IP ICD system, and create a Cisco CallManager user for the Resource Manager
(RM) of the ICD subsystem.
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Provision the RM JTAPI provider The RM of the Cisco IP ICD system uses a Cisco
CallManager user called a JTAPI provider. This provider monitors agent phones, controls agent
states, and routes and queues calls.
CallManager user called a JTAPI provider. This provider monitors agent phones, controls agent
states, and routes and queues calls.
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Provision Resource Groups Resource groups are collections of agents that the Control Service
Queue (CSQ) uses to handle incoming Cisco IP ICD calls. You must specify a resource group to use
resource group−based CSQs.
Queue (CSQ) uses to handle incoming Cisco IP ICD calls. You must specify a resource group to use
resource group−based CSQs.
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Provision Resources Agents that answer calls are also known as resources. After you create a
resource group, you must assign agents (resources) to that group.
resource group, you must assign agents (resources) to that group.
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Error: Agent state login request failed: Unable to log agent
in
in
Problem
An agent that uses Extension Mobility in conjunction with Cisco Agent Desktop in the Cisco ICD system is
able to log in to Extension Mobility, but log in fails for the Cisco Agent Desktop. This is the error message
displayed in the agent.dbg log:
able to log in to Extension Mobility, but log in fails for the Cisco Agent Desktop. This is the error message
displayed in the agent.dbg log:
15:24:47 10/29/2003 MAJOR PhoneDev PD2068 AgentLogin: Agent state login
request failed: Unable to log agent in
Note: This error message is displayed over two lines due to space limitations.
Solution
This problem is a configuration issue. There are two types of errors detected.
When you examine the corresponding agent.dbg logs, these errors are identified:
15:24:47 10/29/2003 DEBUG10 PhoneDev PD2864 −−−−−−−−−−−−−−−−−−−−Begin
CONTROL_FAILURE_CONF−−−−−−−−−−−−−−−−−
15:24:47 10/29/2003 MAJOR PhoneDev PD2918 OnControlFailureConf:InvokeID is 1
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