Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

122

April 3, 2014

Problem

The sound quality is poor, and sounds choppy like a motorboat.

Solution

For troubleshooting information about VoIP monitoring and recording, 
see Configuring and Troubleshooting VoIP Monitoring.

Problem

The sound is lagged. There is a noticeable delay between when the 
agent speaks and when the supervisor hears the sound on the PC 
sound card.

Solution

For troubleshooting information about VoIP monitoring and recording, 
see Configuring and Troubleshooting VoIP Monitoring.

Problem

The supervisor scrolled the Data View (or Message View) pane sideways 
to view more information, and the toolbar icons disabled.

Solution

Click anywhere in the Team View pane to enable the toolbar again.

Problem

The supervisor clicked the Record button to record an agent 
conversation and nothing happened.

Solution

There is no visible message displayed if a recording fails. If nothing 
happens, assume that the request failed. You will know that a recording 
succeeds if the icon next to the agent’s conversation in the Team View 
pane changes to the recording icon. 

For additional troubleshooting information about VoIP monitoring and 
recording, see Configuring and Troubleshooting VoIP.

Problem

The supervisor tried to change an agent’s state and nothing happened.

Solution

There is no visible message displayed if an agent state change request 
fails. If nothing happens, assume that the request failed. You will know 
that an agent state change succeeds if the icon next to the agent’s 
name in the Team View pane changes to the current agent state icon.