Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide

client connections are dropped until the server rebuilds its state and configuration. The result of this 
will likely be that failover will take longer because clients lose their connections and have to 
reconnect. 

This section discusses problems related to the IPCC Supervisor feature.

Barge In button is not enabled.

A supervisor needs to be in Not Ready state to barge in. Furthermore, a supervisor 

can only barge into a call that is in Talking state.

Barge In does not work - causes error message.

The Barge In feature uses conference functionality. From the CallManager 

configuration, check that the conference bridge is configured correctly and that it has been started. 
Also try to make a regular conference call. If Hardphones are available, try to make a conference 
call from the IP hardphone (will indicate if the conference bridge is not available).

Intercept Button is not enabled.

A supervisor can only intercept a call to which he/she has barged-in. In CTI OS 

Releases 4.7 and later, a supervisor can also intercept a conference call.

The Agent's "Supervisor Assist" and "Emergency" buttons do not work.

The assist and emergency buttons are implemented via an ICM routing script. This 

script needs to be configured and the agent team (see ICM Configuration Manager for Agent Team 
configuration) needs to be associated with this specific script. The best way to diagnose this problem 
is to look at the script in "Monitor Mode" and tune the configuration, until the script handles these 
calls.

After login, supervisor does not see his team members listed in the agent select grid.

Check the following items:

Ensure that the team is configured correctly in the ICM configuration. 

Ensure that your supervisor has supervisor privileges in ICM configuration.