Cisco Cisco Agent Desktop 8.5 Guida Alla Risoluzione Dei Problemi
Desktop Presence Administrator Problems
March 2012
73
Problem
After an agent or supervisor logs into Agent Desktop or Supervisor
Desktop, an error message appears, stating that the login that was
entered is not valid for Unified Presence.
Desktop, an error message appears, stating that the login that was
entered is not valid for Unified Presence.
Solution
Agent Desktop and Supervisor Desktop automatically try to use the
same credentials to log into Unified Presence that were used to log into
the desktop application. If the Unified Presence credentials are
different, the agent or supervisor will have to enter the credentials
manually. An alternate solution is to use the same credentials for the
Unified Presence server as the credentials for the CAD desktop
application.
same credentials to log into Unified Presence that were used to log into
the desktop application. If the Unified Presence credentials are
different, the agent or supervisor will have to enter the credentials
manually. An alternate solution is to use the same credentials for the
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.
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.
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.
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.
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.
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.
page appears.