Cisco Cisco Customer Response Solution Downloads Troubleshooting Guide
8-11
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified Communications Manager Express Problems
Automated Attendant prompt is not played
Symptom
The Cisco Unified CM AA prompt is not played.
Error Message
None
.
Possible Cause
An incorrect welcome prompt is specified in the welcomePrompt field in the Cisco Script
Application web page.
Recommended Action
From the Cisco Unified CCX Administration web page, choose Applications >
Prompt Management. Click the Upload New Prompts link to upload the Welcome prompt.
Cisco Unified Communications Manager Express Problems
This section contains the following troubleshooting tips on Cisco Unified Communications Manager
Express (Cisco Unified CME) problems:
Express (Cisco Unified CME) problems:
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Agent cannot log in on shared line
Symptom
Agent is unable to log in on the Cisco Agent Desktop (CAD).
Error Message CAD displays
Unable to login agent because line is shared
.
Possible Cause
The extension specified during login is a shared extension.
Recommended Action
Make sure the extension only exists on one device.
Agent cannot log in on restricted line
Symptom
Agent is unable to log in on CAD.
Error Message CAD displays
The line is restricted
.
Possible Cause
The extension specified during login cannot be monitored.
Recommended Action
Make sure the agent's extension is configured with "allow-watch" on Cisco Unified
CME.