Cisco Cisco Agent Desktop 9.0 Guide De Dépannage

Cisco CAD Troubleshooting Guide

98

March 13, 2015

Unified Presence server as the credentials for the CAD desktop 
application.

Problem

An agent cannot initiate a call to an SME in the Contact Selection 
window because the call control options in the Actions menu are 
inactive.

Solution

Agent Desktop cannot retrieve the SME's phone number from the 
Unified Presence server. Verify that a phone number is configured for 
the SME in Unified Presence. 

Problem

An SME's presence status is displayed as Available in the Contact 
Selection window, even when the SME is already on a call. 

Solution

Unified Presence is not configured to monitor the SME's phone status.

To configure Unified Presence to monitor phone status, complete the 
following steps.

1. Log into Unified CM Administration. 

2. Choose Device > Trunk. The Find and List Trunks page appears.

3. Verify that there is a trunk of type SIP Trunk and that the destination 

address of the trunk is the IP address of your Unified Presence 
server.

4. Choose Device > Phone. The Find and List Phones page appears.

5. Find and click the hyperlink for the device that corresponds to the 

SME's Unified Personal Communicator. The Phone Configuration 
page appears.

6. Click the hyperlink for the directory number that is configured for 

the SME's device. The Directory Number Configuration page 
appears.

7. In the Users Associated with Line section, click Associate End 

Users. The Find and List Users page appears.

8. Select the user you want to associate with the directory number 

that is configured for the SME's device, then click Add Selected. The 
Directory Number Configuration page reappears and displays the 
user you just associated with this directory number.

9. Click Save to save your changes.

10. Log into Unified Presence Administration.