Cisco Cisco Unified Contact Center Enterprise 9.0(2) Riferimenti tecnici
Troubleshooting
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Symptom:
Agent cannot login using the CTIOS Agent Desktop. Error
message ‗The request specified an invalid agent password.‘
Cause:
Cause:
Password in login request does not match the password configured
in ICM Agent Explorer configuration.
Action:
Action:
Verify the agent password using ICM Agent Explorer. See chapter
Symptom:
Agent cannot login using the CTIOS Agent Desktop. Error
message ‗The request specified an invalid AgentID.‘
Cause:
Cause:
The agent ID is unknown to ICM.
Action:
Verify the agent is configured in ICM Agent Explorer and at least
one Skillgroup is assigned to the agent. See chapter 4.4. Agent
Configuration
Configuration
Symptom:
Agent can login using the CTIOS Agent Desktop but is not
logged in on hardphone. It is not possible to log agent in using hardphone
only.
Cause:
Cause:
Hardphone support may not be activated for this device.
Action:
The agent device must be configured for ‗hardphone support‘ in
ICM Peripheral Monitor table. To active hardphone support on agent
device configure it using the ‗/h‘ parameter. See chapter 4.2.1 Agent
Devices
Devices
Symptom:
Initial agent state mismatch when agent logs in using the
CTIOS Agent Desktop with hardphone support enabled. Initial agent state
on ICM / CTIOS Agent Desktop is Not Ready. Agent state on the
hardphone must be IN-WORK but is IDLE.
Cause:
Cause:
The initial agent sign-on mode on the agents Home ACD Pilot
must be set to ‗WORK‘ to match the initial agent state on ICM.
Action:
Action:
On the agents Home ACD Pilot set the ACD parameter ISM
(Initial agent sing-on mode) to ‗WORK‘. See chapter 3.3. Setting up
Agents
Agents
Symptom:
ICM agent state is RESERVED, HOLD or TALKING but
there is no active call on his hardphone.
Cause:
Cause:
Agent or call state mismatch between ICM and Aastra switch.
Action:
Go off-hook and on-hook again on your hardphone to resync
ICM. If the agent state does not change then logout your ICM Agent on
the desktop and login again. If you cannot login the agent in this state then
logout and login the agent on the hardphone. This resets the agent state in
the ARS Gateway and ICM.