Cisco Cisco Customer Response Solution Downloads Troubleshooting Guide

A supervisor is unable to record an agent's call. Clicking the Record pops up a message dialog 

box.

The recording count is set to 0.

Go to Cisco Unified CCX Administration. Select System > System Parameters 

and set the number of the recording count appropriately.

Sometimes the supervisor can monitor and record an agent and sometimes he cannot.

None.

Currently, CAD supports only the G.711 and the G.729 codecs. If your codex setting is 

different in the Cisco Unified CM, for example, if your setting is G.722, then you can experience these 
problems.

Make sure you have disabled "Advertise G 722 codex" on the agent phone and make 

sure your settings in Cisco Unified CM are for the G.711 or the G.,729 codex. Although Cisco Unified 
CM 6.0 supports the G 722 codex, CAD does not.

Callers are disconnected when calling Cisco Unified CCX route points.

None

.

The CSQ parameter is not correctly defined in the Cisco Script Application web page.

From the Cisco Unified CCX Administration web page, choose Applications > 

Application Management, click the name of the script that corresponds to Cisco Unified CCX, and then 
enter the name of the configured CSQ in the CSQ field.

Calls are not routed to agents even though the agents are configured with the skills of the CSQ.

None

.

The skill levels of the agents are not equal to or higher than the skill levels of the CSQ.

Click Show Resources on the CSQ configuration page to determine that agents are 

part of the CSQ. If agents do not appear, verify that the skill levels of the agents are equal to or higher 
than the skill levels of the CSQ.