Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide

Barge In does not work - causes error message.

The Barge In feature uses conference functionality. From the 

Call Manager configuration, check that the conference bridge is configured 
correctly and that it has been started. Also try to make a regular conference 
call. If Hardphones are available, try to make a conference call from the IP 
hardphone (will indicate if the conference bridge is not available).

Intercept Button is not enabled.

A supervisor can only intercept a call to which he/she has 

barged-in. In CTI OS Releases 4.7 and later, a supervisor can also intercept a 
conference call.

The Agent's "Supervisor Assist" and "Emergency" buttons do not work.

The assist and emergency buttons are implemented via an ICM 

routing script. This script needs to be configured and the agent team (see ICM 
Configuration Manager for Agent Team configuration) needs to be associated 
with this specific script. The best way to diagnose this problem is to look at 
the script in "Monitor Mode" and tune the configuration, until the script 
handles these calls.

After login, supervisor does not see his team members listed in the agent 

select grid.

Check the following items:

Ensure that the team is configured correctly in the ICM configuration. 

Ensure that your supervisor has supervisor privileges in ICM 
configuration.