Cisco Cisco Agent Desktop 9.0 Guía Para Resolver Problemas
Cisco CAD Troubleshooting Guide
90
March 13, 2015
Chat Problems
Problem
The agent sent the supervisor an emergency chat message but the
supervisor never received it.
supervisor never received it.
Solution
Supervisors receive emergency chat messages only if they are
monitoring the team to which the agent who sent the message belongs.
monitoring the team to which the agent who sent the message belongs.
Problem
After completing a conference call, the Chat client and Supervisor
Desktop show an extra party on the call.
Desktop show an extra party on the call.
Solution
Occasionally, each agent receives different data from the CTI server. For
example, a customer (555-5555) calls Agent A. The CTI server reports
555-5555 as the calling number to Agent A. Agent A then conferences
in Agent B. However, in this case the CTI server reports <Unavailable>
as the customer number to Agent B. When the time comes to merge the
data from the two agents (Agent A, Agent B, customer number, and
<Unavailable>. an extra party is added because the customer number
and <Unavailable> cannot be distinguished.
example, a customer (555-5555) calls Agent A. The CTI server reports
555-5555 as the calling number to Agent A. Agent A then conferences
in Agent B. However, in this case the CTI server reports <Unavailable>
as the customer number to Agent B. When the time comes to merge the
data from the two agents (Agent A, Agent B, customer number, and
<Unavailable>. an extra party is added because the customer number
and <Unavailable> cannot be distinguished.
Problem
Approximately 30 to 40 seconds after sending a chat message the
agent receives the error message, “SYSTEM [##:##]:<Username> did
not receive your message because the message could not be sent.”
agent receives the error message, “SYSTEM [##:##]:<Username> did
not receive your message because the message could not be sent.”
Solution
This situation can arise when the Cisco Unified Presence server fails
over. This is a known issue. No workaround is available. The problem
persists until the failover has completed. The agent should wait and try
sending the chat message again.
over. This is a known issue. No workaround is available. The problem
persists until the failover has completed. The agent should wait and try
sending the chat message again.