Cisco Cisco Agent Desktop 8.5 Referencia técnica
Cisco Supervisor Desktop Problems
May 2007
275
The supervisor should log back in to see skills statistics again. A
workaround to the logout situation is to create a skill group that has
only supervisors in it and that does not receive ACD calls. The
supervisors can then place themselves in the Ready state and remain
logged in as long as necessary.
workaround to the logout situation is to create a skill group that has
only supervisors in it and that does not receive ACD calls. The
supervisors can then place themselves in the Ready state and remain
logged in as long as necessary.
Problem
Supervisor Desktop does not display skills statistics, and Agent Desktop
does not display any enterprise data.
does not display any enterprise data.
Solution
The hostname or IP address of the Unified ICM CTI Server must be
entered identically in Unified ICM and in CAD Configuration Setup. If a
hostname is entered in Unified ICM, a hostname must be entered in
Configuration Setup. If a hostname is used in one place and an IP
address in the other, then enterprise data and skills statistics are not
communicated to CAD.
entered identically in Unified ICM and in CAD Configuration Setup. If a
hostname is entered in Unified ICM, a hostname must be entered in
Configuration Setup. If a hostname is used in one place and an IP
address in the other, then enterprise data and skills statistics are not
communicated to CAD.
To correct the problem, find out how the CTI Server is entered in
Unified ICM and change how the CTI Server is entered in Configuration
Setup.
Unified ICM and change how the CTI Server is entered in Configuration
Setup.
Problem
The supervisor clicks a recording, but it does not play.
Solution
Check the following:
■
Move the volume slider all the way to the right.
■
Verify that the sound card in the PC is working properly.
■
Check to see if another application is using the sound card. Some
combinations of operating system, sounds card, and drivers do
not support multiple users.
combinations of operating system, sounds card, and drivers do
not support multiple users.
■
Verify that desktop monitoring or SPAN-based monitoring has
been configured correctly.
been configured correctly.
■
Check the Windows NT/2000 application log on the VoIP Monitor
Service for errors.
Service for errors.