Cisco Cisco Agent Desktop 9.0 ユーザーガイド
Cisco Agent Desktop User Guide
16
September 9, 2013
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When you log in, you might see the error message, “A licensing error has
occurred. Please see your administrator.” This generally appears when all
Agent Desktop software licenses are in use. For this reason, it is important
that you close Agent Desktop completely when you are done using it, rather
than simply logging off. As long as Agent Desktop is running, one license is
being used.
occurred. Please see your administrator.” This generally appears when all
Agent Desktop software licenses are in use. For this reason, it is important
that you close Agent Desktop completely when you are done using it, rather
than simply logging off. As long as Agent Desktop is running, one license is
being used.
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If you log in as a mobile agent using Nailed Up Call mode, you have only one
phone line, and your phone line is busy, you are logged in and immediately
logged out. If you have two phone lines with voice mail on the non-busy line,
mobile agent rolls over to the second line, logs you in, and then when the
voice mail hangs up, logs you out.
phone line, and your phone line is busy, you are logged in and immediately
logged out. If you have two phone lines with voice mail on the non-busy line,
mobile agent rolls over to the second line, logs you in, and then when the
voice mail hangs up, logs you out.
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When you are logging in as a mobile agent, you cannot log out a login
name/ID that is already in use. If you see a dialog box asking if you want to log
out the agent name/ID (force your login), answer No. You must log in with a
different login name/ID.
name/ID that is already in use. If you see a dialog box asking if you want to log
out the agent name/ID (force your login), answer No. You must log in with a
different login name/ID.
Access Through a VPN From Behind a NAT Firewall or
Router
Router
Agent Desktop is able to connect to the CAD servers through a virtual private network
(VPN). This allows an agent to work remotely and still have the benefit of the full
functionality of Agent Desktop.
(VPN). This allows an agent to work remotely and still have the benefit of the full
functionality of Agent Desktop.
Using a VPN is recommended to provide a more secure connection when using Agent
Desktop outside the contact center.
Desktop outside the contact center.
When a desktop is using network address translation (NAT) due to a firewall or router,
then virtual private network (VPN) software must be used on the desktop to ensure
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, incoming chat and team message failures, and
recording.
then virtual private network (VPN) software must be used on the desktop to ensure
full bi-directional network connectivity between the contact center servers and the
desktop. Failure to use VPN software will result in connectivity issues and a loss in
functionality such as silent monitoring, incoming chat and team message failures, and
recording.
The following VPN solutions are verified to work properly and are supported for access
with Agent Desktop:
with Agent Desktop:
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Cisco VPN Client
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Cisco AnyConnect Secure Mobility Client
VPN solutions from other vendors might result in feature loss. Because they have not
been formally verified, they are not supported.
been formally verified, they are not supported.
NOTE: After installing Cisco AnyConnect Secure Mobility Client, you
must restart your computer. If you do not restart, monitoring and
recording will not work properly.
must restart your computer. If you do not restart, monitoring and
recording will not work properly.