Cisco Cisco Agent Desktop 9.0 문제 해결 가이드
IP Phone Agent Problems
March 13, 2015
109
Data Configuration section of Desktop Administrator. This situation can
also be a result of an out-of-sync condition between the Enterprise Data
subsystem and the Enterprise service.
also be a result of an out-of-sync condition between the Enterprise Data
subsystem and the Enterprise service.
Solution
Complete the following steps:
1. Verify the step configuration in the script and in the Enterprise Data
Configuration section in Desktop Administrator.
2. Stop and restart the Enterprise service.
3. If the problem persists, stop and restart the Unified ICM.
Problem
The agent is logged out unexpectedly.
Solution
Possible reasons are:
■
Another agent with the same ID or extension has logged in, causing
the first agent to be logged out.
the first agent to be logged out.
■
A supervisor has logged the agent out.
■
The telephony service has failed.
■
The network has failed.
Problem
The agent logs into IP Phone Agent and can receive direct calls and
change agent state but cannot receive ACD calls.
change agent state but cannot receive ACD calls.
Solution
The agent’s extension is configured in Unified CM but is not in the
Unified ICM Device Target list. Configure the extension’s device target
and label for full functionality.
Unified ICM Device Target list. Configure the extension’s device target
and label for full functionality.
Problem
An agent is on a call and selects Work Ready, but IP Phone Agent keeps
displaying the message, “Unable to change agent state.”
displaying the message, “Unable to change agent state.”
Solution
If the Work Mode defined in the Unified ICM database is set to Not
Allowed, transitions to Work Ready and Work Not Ready will fail.
Allowed, transitions to Work Ready and Work Not Ready will fail.