Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

CAD-BE Problems

April 3, 2014

73

Problem

Sometimes during a conference call, a conference member shows up 
as <Unavailable>.

Solution

Solution <Unavailable> represents a party outside the switch. The 
switch sends the trunk number of the external party to the desktop, 
where it has no meaning. CAD-BE replaces the trunk number with 
<Unavailable>.

Problem

No data appears in the Enterprise Data fields.

Symptom. When an agent receives a call, the Enterprise Data pane 
does not display the expected data.

Cause. The Unified ICM server is not correctly passing enterprise data 
from the Enterprise service to BIPPA service. This situation can be a 
result of incorrect step configuration in the script or in the Enterprise 
Data Configuration section of Desktop Administrator. This situation can 
also be a result of an out-of-sync condition between the Enterprise Data 
subsystem and the Enterprise service.

Solution

Complete the following steps:

1. Verify the step configuration in the script and in the Enterprise 

Data.

2. Configuration section in Desktop Administrator.

3. Stop and restart the Enterprise service.

4. If the problem persists, stop and restart the Unified ICM.

Problem

The agent sent the supervisor an emergency chat message but the 
supervisor never received it.

Solution

Supervisors receive emergency chat messages only if they are 
monitoring the team to which the agent who sent the message belongs.

Problem

The agent is using CAD-BE with an IP soft phone (for instance, IP 
Communicator) on a computer with multiple network adapter cards. 
When the agent switches from using one NIC to the other to connect to