Cisco Cisco Unified Contact Center Enterprise 8.5(3) Troubleshooting Guide

CAD 8.0 Agent Cannot Answer the Call Because
the Outbound Buttons Are Greyed Out

Document ID: 112257

Contents

Introduction
Prerequisites
Requirements
Components Used
Conventions
Problem
Solution
Related Information

Introduction

With Cisco Agent Dektop (CAD) 8.0, during a direct preview outbound campaign, when a CAD 8.0 agent
receives a call, the agent is put in a reserved state. The agent cannot answer or unhold the call because the
buttons for the same are greyed out. This document provides information to troubleshoot this issue.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Agent Dektop 8.0(1).

The information in this document was created from the devices in a specific lab environment. All of the
devices used in this document started with a cleared (default) configuration. If your network is live, make sure
that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

With Cisco Agent Dektop 8.0, during a direct preview outbound campaign, when a CAD 8.0 agent receives a
call, the agent is put in a reserved state. The agent cannot answer or unhold the call because the buttons for the
same are greyed out.

Solution

This issue can occur if the BAStatus field is not enabled when this is a requirement. For example, if you are
using the Direct Preview reservation call, the first letter in the BAStatus field needs to be D. For more