Cisco Cisco Agent Desktop 8.5 Guía Para Resolver Problemas
Agent Desktop Problems
March 2012
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Agent Desktop Problems
Problem
An agent logs into Agent Desktop and can receive direct calls and
change agent state, but cannot receive ACD calls.
change agent state, but cannot receive ACD calls.
Solution
The agent’s extension is configured in Unified CM, but is not in the
Unified ICM Device Target list. Configure the extension’s device target
and label for full functionality.
Unified ICM Device Target list. Configure the extension’s device target
and label for full functionality.
Problem
An agent receives an ACD call, but the route point does not show up in
the call history.
the call history.
Solution
Unified ICM Configuration Manager must be configured to enable route
points to appear in call history.
points to appear in call history.
In Unified ICM Configuration Manager, choose Tools > List Tools >
Dialed Number/Script Selector List, and on the Dialed Numbers tab,
check the Permit application routing check box.
Dialed Number/Script Selector List, and on the Dialed Numbers tab,
check the Permit application routing check box.
Problem
An agent receives the error message, “Request Operation Failed.”
However, the agent has made no call control requests.
However, the agent has made no call control requests.
Solution
This message is displayed when a supervisor is attempting to barge in
or intercept an agent’s call, and the attempt fails. The barge-in or
intercept action is actually made on the agent’s desktop, and so the
agent receives the resulting error message.
or intercept an agent’s call, and the attempt fails. The barge-in or
intercept action is actually made on the agent’s desktop, and so the
agent receives the resulting error message.
The agent can ignore the error message, close the message dialog box,
and continue as before.
and continue as before.
Problem
The CPU usage on an agent’s PC has gone to 99%, and the PC has
locked up.
locked up.
Solution
This can happen when you disable the sniffing adapter through the
Windows Network and Dialup Connections window while Agent Desktop
is running and is being monitored and/or recorded by the supervisor or
Windows Network and Dialup Connections window while Agent Desktop
is running and is being monitored and/or recorded by the supervisor or