Cisco Cisco Agent Desktop 8.5 Referências técnicas

When Agent Desktop or Supervisor Desktop detects that it is unable to communicate 
with a service (generally within one minute of the service failure), the application 
status bar displays “Partial Service” or “No Service” to indicate some or all of the 
services have failed. 

When Agent Desktop or Supervisor Desktop detects that the service is again 
available (usually within one minute of service recovery), the status bar displays “In 
Service” to indicate the services have recovered.

To learn more about what is affected by the service failure, double-click the status 
message on the status bar. The application displays a popup box that lists the 
application features and indicates if that feature is available or not due to the service 
outage.

The IP Phone Agent service pushes an error screen to all the logged in IP phone 
agents when it detects a failover in ICM. During the time it is unable to communicate 
with ICM, any attempt to change agent state or perform other IP Phone Agent 
functionality returns the service error screen.

VoIP Monitor service recovery is a special case, since more than one VoIP Monitor 
service can be installed in a single logical contact center. Supervisor Desktop is 
notified when one VoIP Monitor service in a multiple VoIP Monitor service 
configuration goes down. However, agent monitoring is not disabled because some 
agents may still be monitored by one of the VoIP Monitor services. The only indication 
a supervisor receives that a particular agent is assigned to the downed VoIP Monitor 
service is an error message when attempting to monitor that agent. 

NOTE:  This does not apply to desktops with desktop monitoring enabled.