Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

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April 3, 2014

in Agent B. However, in this case the CTI server reports <Unavailable> 
as the customer number to Agent B. When the time comes to merge the 
data from the two agents (Agent A, Agent B, customer number, and 
<Unavailable>) an extra party is added because the customer number 
and <Unavailable> cannot be distinguished.

Problem

If the supervisor’s hook state changes during a Chat service failure and 
recovery, the Barge-In and Intercept buttons get out of sync in 
Supervisor Desktop.

Solution

Once the supervisor takes another call after the Chat service recovers, 
the Barge-In and Intercept buttons will display correctly. The problem 
can also be corrected by restarting Supervisor Desktop.

Problem

Supervisors are getting randomly logged out of the Chat service.

Solution

If a supervisor attempts to log into the Chat service with the same ID as 
another supervisor, the Chat service logs the first supervisor out. To 
avoid this problem, make sure that each supervisor has a unique ID. 
The ID is the extension stored in Phonedev.ini (located in the config 
folder). Phonedev.ini is populated with the extension field from the 
Login dialog box when Agent Desktop is started.

Problem

The supervisor is viewing a blind conference call, but cannot see all 
parties on the call.

Solution

In Agent Desktop and CAD-BE, a blind conference is defined as adding 
an alerting party to a conference. All parties on a blind conference call 
may not show up in either Supervisor Desktop, CAD-BE, or Agent 
Desktop. This is a limitation of the CTI server software.

Problem

When Supervisor Desktop starts, it does not get automatically updated.

Solution

Automated updates are disabled for Windows Vista. Other options are:

■

Manual “over-the-top” installation

■

Push installation