Cisco Cisco Agent Desktop 8.5 Technical References
Cisco IP Phone Agent Problems
May 2007
271
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If using the Unified CM authentication URL (the URL that points to
authenticate.asp), make sure that the correct BIPPA user and
password (as specified in CAD Configuration Setup) exists in
Unified CM and that the phone is associated with this user.
authenticate.asp), make sure that the correct BIPPA user and
password (as specified in CAD Configuration Setup) exists in
Unified CM and that the phone is associated with this user.
■
The agent’s phone was not rebooted after changes were made in
Unified CM. If a soft reboot does not work, try a hard reboot
(unplug the power cord and plug it back in).
Unified CM. If a soft reboot does not work, try a hard reboot
(unplug the power cord and plug it back in).
■
Verify that the agent is logged in to the phone.
■
Verify that if the agent logs into CAD using the same phone and
user ID, enterprise data does pop correctly.
user ID, enterprise data does pop correctly.
■
Verify that the enterprise data does not contain the following
symbols:
symbols:
left and right angle brackets (< >)
ampersand (&)
apostrophe (‘)
double quote (")
space ( )
ampersand (&)
apostrophe (‘)
double quote (")
space ( )
Problem
The agent sees nonsense characters in enterprise data, reason codes,
or wrap-up data.
or wrap-up data.
Solution
The reason codes configured in Unified ICM or wrapup data configured
in Desktop Administrator contain characters not supported by the
phone. Examples are multibyte Chinese or Kanji characters. Make sure
that no unsupported characters are used when configuring reason
codes and wrapup data.
in Desktop Administrator contain characters not supported by the
phone. Examples are multibyte Chinese or Kanji characters. Make sure
that no unsupported characters are used when configuring reason
codes and wrapup data.
Problem
A supervisor cannot record or monitor an IP Phone Agent agent.
Solution
Possible reasons for this problem include the following:
■
The phone is not set up for SPAN port monitoring.
■
Unified CM-based monitoring is being used and the IP phone that
the agent is using does not support that feature.
the agent is using does not support that feature.