Cisco Cisco IP Contact Center Release 4.6.2 Troubleshooting Guide

Macro Problems

March 2011

91

Macro Problems

Problem

While running Agent Desktop, the error message, “Macro file failed to 
open,” keeps appearing.

Solution

Turn off any virus scanning applications on the desktop. Virus scanning 
applications attempt to intercept calls to open a file to do their own 
processing first. This can cause the file to be opened in such a way that 
restricts other applications from opening the file.

Problem

There are four actions assigned to an event, but only the first two run.

Solution

When executing a set of actions, execution is halted if any of the 
actions fail. This is because some actions may depend on previous 
actions executing correctly. Find out why the third action is failing and 
correct it.

Problem

The keystroke macros do not play back correctly on dropped events.

Solution

If Agent Desktop is running in normal mode (maximized when a call is 
received, and minimized when there are no call appearances), 
keystroke macros may play back to the wrong window. When Agent 
Desktop minimizes after a call is dropped, it steals focus from the 
target keystroke macro window. To fix this, place a 
[Delay]<milliseconds> command at the beginning of the keystroke 
macro. This allows time for Agent Desktop to minimize before playing 
back the keystroke macro. For example:

[DELAY] 1000

 

[APPLICATION:NOTEPAD=UNTITLED - NOTEPAD]

Problem

Macros are not playing back correctly.

Solution

When playing keystrokes to a window, Agent Desktop must first find the 
window. When recording the macro, Agent Desktop saves the window’s