Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

98

April 3, 2014

Problem

The agent does not see the Enterprise Data screen when 
receiving/answering a call, receiving Skill Statistics screen updates, or 
seeing the Wrap-up screen.

Solution

Some solutions:

■

The authentication URL in Unified CM has a hostname and the 
phone could not resolve it. Use the IP address instead.

■

If using the Unified CM authentication URL (the URL that points to 
authenticate.jsp), make sure that the correct BIPPA user and 
password (as specified in CAD Configuration Setup) exists in 
Unified CM and that the phone is associated with this user.

■

The agent’s phone was not rebooted after changes were made in 
Unified CM. If a soft reboot does not work, try a hard reboot (unplug 
the power cord and plug it back in).

■

Verify that the agent is logged into the phone.

■

Verify that if the agent logs into CAD using the same phone and 
user ID, enterprise data does pop correctly.

■

Verify that the BIPPA service is running and has established a 
connection to the Enterprise service. If not, restart the BIPPA 
service and check the connection again.

Problem

The agent sees nonsense characters in enterprise data, reason codes, 
or wrap-up data.

Solution

The reason codes configured in Unified ICM or wrap-up data configured 
in Desktop Work Flow Administrator contain characters not supported 
by the phone. Examples are multibyte Chinese or Kanji characters. 
Make sure that no unsupported characters are used when configuring 
reason codes and wrap-up data.

Problem

A supervisor cannot record or monitor an IP Phone Agent agent.

Solution

Possible reasons for this problem include the following:

■

The phone is not set up for SPAN port monitoring.

■

Unified CM-based monitoring is being used and the IP phone that 
the agent is using does not support that feature.