Cisco Cisco Agent Desktop 8.5 Referências técnicas

Supervisor Desktop is no longer displaying any skills statistics.

The supervisor is also an agent logged into the ACD. If the supervisor 
is inactive (in the Not Ready state) long enough he or she is logged out 
of the ACD (the length of Not Ready time before logout is set up in the 
Agent Desk Settings in ICM.) 

The supervisor should log back in to see skills statistics again. A 
workaround to the logout situation is to create a skill group that has 
only supervisors in it and that does not receive ACD calls. The 
supervisors can then place themselves in the Ready state and remain 
logged in as long as necessary.

Supervisor Desktop does not display skills statistics, and Agent 
Desktop does not display any enterprise data.

The host name or IP address of the ICM CTI Server must be entered 
identically in ICM and in CAD Configuration Setup. If a host name is 
entered in ICM, a host name must be entered in Configuration Setup. If 
a host name is used in one place and an IP address in the other, then 
enterprise data and skills statistics are not communicated to CAD. 

To correct the problem, find out how the CTI Server is entered in ICM 
and change how the CTI Server is entered in Configuration Setup.

The supervisor clicks a recording, but it does not play.

Check the following:

■

Move the volume slider all the way to the right.

■

Verify that the sound card in the PC is working properly.

■

Check to see if another application is using the sound card. 
Some combinations of operating system, sounds card, and 
drivers do not support multiple users.

■

Verify that the SPAN port on the switch has been configured 
correctly. IF the monitor service has been moved, or new agent 
IP phones have been added, then you may need to reconfigure 
the SPAN port.

■

Check the Windows NT/2000 application log on the Voice-Over 
IP Monitor service for errors.