Cisco Cisco Customer Response Solution Downloads Leaflet
9
Troubleshooting Cisco Customer Response Applications
OL-3051-01
Diagnosing and Correcting Cisco CRA Problems
Cisco IP ICD Problems
Supervisors do not appear in the Cisco Desktop Administrator
Symptom
After adding supervisors in Cisco CallManager Administration and
configuring them as resources in CRA Administration, the supervisors do not
appear in the Cisco Desktop Administrator.
appear in the Cisco Desktop Administrator.
Possible Cause
The users have not been added as supervisors in the Cisco Desktop
Administrator.
Recommended Action
Make sure that the Cisco Desktop Administrator has been
updated to reflect the changes made in CRA Administration. To force an update,
from the Cisco Desktop Administrator, choose Locations > Setup and then click
Synchronize Directory Services.
from the Cisco Desktop Administrator, choose Locations > Setup and then click
Synchronize Directory Services.
Next, choose Personnel Configuration, and then choose Supervisors. Click
Add, and then choose the desired userid from the list that appears.
Add, and then choose the desired userid from the list that appears.
Agents do not appear in the Resources area in the ICD
Configuration web page
Configuration web page
Symptom
No agents appear in the Resources area in the ICD Configuration web
page.
Possible Cause
To appear as an agent in this area, a user must be configured as an
ICD agent in the Cisco CallManager User Information web page.
Recommended Action
In Cisco CallManager, 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 ICD extension radio button is
selected.
that a phone is associated, and verify that the ICD extension radio button is
selected.