Cisco Cisco Agent Desktop 10.5 Références techniques

■

This entry must be set in the registry: 
HKEY_LOCAL_MACHINE\SOFTWARE
\Spanlink\CAD\IPPA\Config\TOMCAT HOME = C:\Program 
Files\Cisco\Desktop\Tomcat\

The status bar in Agent Desktop displays “Partial Service” and the 
Status popup window shows that the following two functionalities are 
inactive:

■

Call and Agent State Log Viewing

■

Agent Statistics Viewing

The name of the computer where the Recording & Statistics MSDE 
database has been changed. See Microsoft Knowledge Base Article 
ID 302223 for information on solving this problem.

When monitoring an agent’s customer contact, nothing can be heard, 
and after 15 seconds, an error message is received that no packets are 
being received. Attempting to record an agent’s customer contact 
results in an empty recording. The agent’s desktop is monitored using 
desktop monitoring.

The following device settings are required for desktop monitoring to 
function correctly with CAD. The settings are configured with the Cisco 
Unified CallManager Administration application.

NOTE: Not all devices or CallManager versions use all these settings. 
Configure those that do appear for your device and CallManager 
version.

In the Product Specific Configuration section of the Device 
Configuration screen, configure these settings as follows:

■

PC Port—Enabled. If the PC Port is not enabled, the agent PC 
that is connected to the port will not have network access. No 
voice streams will be seen by the desktop monitor module.

■

PC Voice VLAN Access—Enabled. If the PC Voice VLAN Access 
is not enabled, no voice streams will be seen by the desktop if 
the desktop is not a member of the same VLAN as the phone.

■

Span to PC Port—Enabled. If the Span to PC Port is not enabled, 
the voice streams seen by the phone will not be seen by the 
desktop monitor module.