Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Cisco CAD Troubleshooting Guide
72
April 3, 2014
Problem
Partial call history or partial data appears in the Enterprise Data fields
for calls right after a failover.
for calls right after a failover.
Symptom. When an agent receives a call, the Enterprise Data pane
and/or the Enterprise Call History pane does not display complete data
for calls that began prior to or occurred during a failover.
and/or the Enterprise Call History pane does not display complete data
for calls that began prior to or occurred during a failover.
Cause. The system might have active calls during failover. The
Enterprise service tries to get call information for such calls by making a
snapshot of the call. The snapshot does not provide complete call
history, thus the missing data.
Enterprise service tries to get call information for such calls by making a
snapshot of the call. The snapshot does not provide complete call
history, thus the missing data.
Solution
This is expected behavior. A call that occurs when the Enterprise service
is up and running after a failover will have complete data.
is up and running after a failover will have complete data.
Problem
The administrator has made changes in Cisco Desktop Administrator,
but they are not showing up in CAD-BE.
but they are not showing up in CAD-BE.
Solution
CAD-BE agent must log out and restart the browser in order for the
changes to take effect.
changes to take effect.
Problem
Partial Service or No Service message displays in the CAD-BE status
bar.
bar.
Symptom. The agent sees a message in the CAD-BE status bar: Partial
Service or No Service.
Service or No Service.
Cause. CAD-BE has detected that it is unable to communicate with a
service (generally within three minutes of the service failure), and
displays the “Partial Service” or “No Service” message to indicate some
or all of the services have failed.
service (generally within three minutes of the service failure), and
displays the “Partial Service” or “No Service” message to indicate some
or all of the services have failed.
Solution
Double-click on the message in the status bar to display the Server
Status pop-up window. This window lists CAD-BE features and indicates
which features are affected by the service failure. When CAD-BE detects
that the failed service is again available (usually within one minute of
the service recovery) the status bar displays “In Service” to indicate
that the service has recovered.
Status pop-up window. This window lists CAD-BE features and indicates
which features are affected by the service failure. When CAD-BE detects
that the failed service is again available (usually within one minute of
the service recovery) the status bar displays “In Service” to indicate
that the service has recovered.