Cisco Cisco Customer Response Solution Downloads Troubleshooting Guide

After adding an agent or a contact service queue (CSQ) in Cisco Unified CCX Administration, 

the agent or the CSQ does not appear in the CDA.

None

.

The RmCm subsystem has not synchronized the agents.

Go to the Resources link under Subsystems > RmCm, which enables the RmCm 

subsystem to synchronize the agents.

No agents appear in the Resources area in the Cisco Unified CCX Configuration web page.

None

.

To appear as an agent in this area, a user must be configured as a Cisco Unified CCX 

agent in the Cisco Unified Communications Manager User Information web page.

In Cisco Unified CM, verify configuration information in the User Information web 

pages. For each user, under Associated Devices, verify that a phone is associated, and verify that the 
Cisco Unified CCX extension radio button is selected.

When you configure a resource group, the system does not allow you to select the order of 

agents.

None

.

You order agents at the CSQ level.

When you configure the CSQ and select the desired Resource Group, click Show 

Resources and order the agents as desired.

An agent does not go to Work State after handling a call, even though the CSQ is configured 

with Auto Work turned on.

None

.

An agent will not go to Work State after handling a call if the agent presses the Ready 

button while in Talk state. In addition, if the agent services multiple CSQs, Auto Work may not be 
configured for each CSQ. The agent will only go to Work State if the call comes from a CSQ where Auto 
Work is enabled.

None.