Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Agent Desktop Problems
April 3, 2014
65
Problem
When trying to view agent state or call logs, no data is presented.
Solution
The agent may not have received a call, or logged in for that particular
day. The agent’s or supervisor’s PC’s clock may not be in the correct
time zone.
day. The agent’s or supervisor’s PC’s clock may not be in the correct
time zone.
NOTE: All state and call times are based on server time.
Problem
When an agent receives a transferred call, the enterprise data is not
correct.
correct.
Solution
Call waiting is not supported in CAD. If call waiting is enabled,
enterprise data might not be correct in certain circumstances. For
example, if an agent is on a call and a new call is routed to that agent,
and that agent transfers the original call to another agent, the second
agent's desktop might display enterprise data for the new call, rather
than the original call.
enterprise data might not be correct in certain circumstances. For
example, if an agent is on a call and a new call is routed to that agent,
and that agent transfers the original call to another agent, the second
agent's desktop might display enterprise data for the new call, rather
than the original call.
Problem
The enterprise data portion of the Contact Management pane in
CAD-BE is completely blank and does not display any information about
the current call.
CAD-BE is completely blank and does not display any information about
the current call.
Solution
This error might occur if an Agent Desktop agent edits the layout name
during a call and enters the name of a layout that does not exist, and
then transfers the call to a CAD-BE agent. In this situation, the
enterprise data portion of the Contact Management pane in CAD-BE will
be empty.
during a call and enters the name of a layout that does not exist, and
then transfers the call to a CAD-BE agent. In this situation, the
enterprise data portion of the Contact Management pane in CAD-BE will
be empty.