Cisco Cisco Customer Response Solution Downloads Leaflet
5
Troubleshooting Cisco Customer Response Applications
OL-3051-01
Diagnosing and Correcting Cisco CRA Problems
Cisco Agent Desktop Problems
No data appears in the Enterprise Data fields
Symptom
When an Agent receives a call, the Enterprise Data window does not
display the expected data.
Possible Cause
The CRA server is not correctly passing enterprise data from the
enterprise data server to the Cisco Agent Desktop. This situation can be a result
of incorrect step configuration in the script or in the Enterprise Data
Configuration section of the Cisco Desktop Administrator. This situation can also
be a result of an out of sync condition between the Enterprise Data subsystem and
the Cisco Desktop Enterprise Server service.
of incorrect step configuration in the script or in the Enterprise Data
Configuration section of the Cisco Desktop Administrator. This situation can also
be a result of an out of sync condition between the Enterprise Data subsystem and
the Cisco Desktop Enterprise Server service.
Recommended Action
1.
Verify the step configuration in the script and in the Enterprise Data
Configuration section in the Cisco Desktop Administrator.
Configuration section in the Cisco Desktop Administrator.
2.
Stop and restart the Cisco Desktop Enterprise Server service.
3.
If the problem persists, stop and restart the CRA Engine.
Unable to log agent in.
The agent’s phone is not associated
with the RM JTAPI provider in the
Cisco CallManager.
with the RM JTAPI provider in the
Cisco CallManager.
In the User ID Field in the
Cisco CallManager ICD
Configuration web page,
associate the agent’s phone
with the RM JTAPI provider.
Cisco CallManager ICD
Configuration web page,
associate the agent’s phone
with the RM JTAPI provider.
A critical error has been
received. Either your
phone or the CallManager
is offline. If you are
not already logged out,
you may need to logout
and try to log in again.
The Cisco CallManager server is
offline or the Agent’s IP phone has
reset.
offline or the Agent’s IP phone has
reset.
1.
Make sure that the
Cisco CallManager server
is online.
Cisco CallManager server
is online.
2.
Verify that the agent’s
phone is in service.
phone is in service.
Message
Possible Cause
Recommended Action