Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Cisco CAD Troubleshooting Guide
62
April 3, 2014
meaning. The trunk number is displayed in Agent Desktop as
<Unavailable>.
<Unavailable>.
Problem
An agent can’t view any skills statistics in Agent Desktop.
Solution
If an agent is not assigned to a skill group, no skills statistics are
available.
available.
Problem
Sometimes after placing a call on hold, an agent is unable to retrieve
the call. Once the call is hung up, the agent state still reflects On Hold.
Exiting and restarting Agent Desktop doesn’t help.
the call. Once the call is hung up, the agent state still reflects On Hold.
Exiting and restarting Agent Desktop doesn’t help.
Solution
A task in Unified CM administration is associating devices with RmCm
users. The peripheral gateway RmCm user should be associated with
agent telephones. The IP IVR JTAPI user should be associated with the
CTI ports corresponding to the virtual ports on the IP IVR.
users. The peripheral gateway RmCm user should be associated with
agent telephones. The IP IVR JTAPI user should be associated with the
CTI ports corresponding to the virtual ports on the IP IVR.
Each of these device categories is distinct. A device cannot belong to
more than one category. Failure to assign a device to exactly one
category can cause problems.
more than one category. Failure to assign a device to exactly one
category can cause problems.
Problem
The agent can make and receive internal calls but gets errors when
trying to make an external call.
trying to make an external call.
Solution
The dial string properties must be configured properly for outgoing calls.
Some switches are set up to automatically dial an 8 or 9 to get an
outside line, while others require you to dial an 8 or 9. The dial string
must take into account how the switch is set up.
Some switches are set up to automatically dial an 8 or 9 to get an
outside line, while others require you to dial an 8 or 9. The dial string
must take into account how the switch is set up.
Problem
The agent’s call control action does not work properly.
Solution
Try performing the same action manually using the dial pad. Telephone
numbers are formatted the same way when used in call control actions
as they are when making calls manually. Make sure that the dial string
is configured properly for outgoing calls.
numbers are formatted the same way when used in call control actions
as they are when making calls manually. Make sure that the dial string
is configured properly for outgoing calls.