Cisco Cisco Agent Desktop 10.5 Technical References
Cisco CAD Service Information
270
May 2007
Problem
The agent sees an error message that the IP Phone Agent Service is not
active.
active.
Solution
Some solutions:
■
The system is set up with redundant CAD services and the agent
has selected the standby IP Phone Agent Service instead of the
active service. For redundant CAD services, there should be two
IP Phone Agent services set up in Unified CM, each pointing to a
different IP Phone Agent Service, and all IP Phone Agent agent
phones must be subscribed to both services.
has selected the standby IP Phone Agent Service instead of the
active service. For redundant CAD services, there should be two
IP Phone Agent services set up in Unified CM, each pointing to a
different IP Phone Agent Service, and all IP Phone Agent agent
phones must be subscribed to both services.
■
On a nonredundant system, if the LRM Service is down, then the
IP Phone Agent Service will become standby. Restart the LRM
Service.
IP Phone Agent Service will become standby. Restart the LRM
Service.
■
IP Phone Agent Service will not become active until the CAD
Configuration Setup utility has run successfully. Complete all
windows in the CAD Configuration Setup utility.
Configuration Setup utility has run successfully. Complete all
windows in the CAD Configuration Setup utility.
■
Desktop Administrator, Agent Desktop, or Supervisor Desktop
was installed on the same computer as the CAD services. They
clear a registry key (IOR Hostname under Site Setup) required by
the IP Phone Agent Service. Set the registry to the IP address of
the CAD services computer.
was installed on the same computer as the CAD services. They
clear a registry key (IOR Hostname under Site Setup) required by
the IP Phone Agent Service. Set the registry to the IP address of
the CAD services computer.
Problem
The agent gets the Force Login screen when trying to log in, but
attempting to force the login does not work.
attempting to force the login does not work.
Solution
The agent is using an agent ID that is already logged in on another
extension, or using an extension that is already logged in with a
different agent ID. Forced logins work only for the same ID/extension
pair. Use a different agent ID or extension, or find the other user and
have them log out.
extension, or using an extension that is already logged in with a
different agent ID. Forced logins work only for the same ID/extension
pair. Use a different agent ID or extension, or find the other user and
have them log out.
Problem
The agent does not see the enterprise data screen when
receiving/answering a call, receive Skill Statistics screen updates, or
see the wrapup screen.
receiving/answering a call, receive Skill Statistics screen updates, or
see the wrapup screen.
Solution
Some solutions:
■
The authentication URL in Unified CM has a hostname and the
phone could not resolve it. Use the IP address instead.
phone could not resolve it. Use the IP address instead.