Cisco Cisco Agent Desktop 8.5 Referências técnicas
CAD Service Problems
31-Mar-06
201
Problem
No screen pops appear when the user makes calls to and from
devices.
devices.
Solution
Try the following:
■
Check to see if CTI Server is running.
■
Check to see if an agent is logged in to the device.
■
Check if the device is configured on ICM.
Problem
Incomplete or no enterprise data is displayed when an agent received a
call.
call.
Solution
Set the debug threshold to DEBUG. Stop and restart Agent Desktop.
Repeat the call scenario, and then check ssctihandler.dbg for warnings
about non-monitored devices. Search for “monitoring” in the debug file.
Repeat the call scenario, and then check ssctihandler.dbg for warnings
about non-monitored devices. Search for “monitoring” in the debug file.
Problem
Enterprise data does not pop on the IP phone when the phone rings or
when it is answered.
when it is answered.
Solution
Verify that:
■
the phone is associated with the IPPA authentication user in
CallManager.
CallManager.
■
the authentication URL set up in CallManager uses an IP
address instead of a hostname.
address instead of a hostname.
■
the agent is logged into the phone.
■
if the agent logs into Cisco Agent Desktop using the same
phone and user ID, enterprise data does pops correctly.
phone and user ID, enterprise data does pops correctly.
■
the IPPA authentication user login ID and password specified in
CAD Configuration Setup exists in CallManager.
CAD Configuration Setup exists in CallManager.
■
the enterprise data field labels do not contain the following
symbols:
symbols:
< > . . . . . . left and right angle brackets
& . . . . . . . . ampersand
‘ . . . . . . . . . apostrophe
“ . . . . . . . . . double quote