Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Cisco CAD Troubleshooting Guide
104
March 2012
Problem
The supervisor clicked the Record button to record an agent
conversation and nothing happened.
conversation and nothing happened.
Solution
There is no visible message displayed if a recording fails. If nothing
happens, assume that the request failed. You will know that a recording
succeeds if the icon next to the agent’s conversation in the Team View
pane changes to the recording icon.
happens, assume that the request failed. You will know that a recording
succeeds if the icon next to the agent’s conversation in the Team View
pane changes to the recording icon.
For additional troubleshooting information about VoIP monitoring and
recording, see Configuring and Troubleshooting VoIP.
recording, see Configuring and Troubleshooting VoIP.
Problem
The supervisor tried to change an agent’s state and nothing happened.
Solution
There is no visible message displayed if an agent state change request
fails. If nothing happens, assume that the request failed. You will know
that an agent state change succeeds if the icon next to the agent’s
name in the Team View pane changes to the current agent state icon.
fails. If nothing happens, assume that the request failed. You will know
that an agent state change succeeds if the icon next to the agent’s
name in the Team View pane changes to the current agent state icon.
Problem
Supervisor Desktop is no longer displaying any skills statistics.
Solution
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 Unified ICM.)
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 Unified 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.
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.
Problem
Supervisor Desktop does not display skills statistics, and Agent Desktop
does not display any enterprise data.
does not display any enterprise data.
Solution
The hostname or IP address of the Unified ICM CTI Server must be
entered identically in Unified ICM and in CAD Configuration Setup. If a
hostname is entered in Unified ICM, a hostname must be entered in
Configuration Setup. If a hostname is used in one place and an IP
entered identically in Unified ICM and in CAD Configuration Setup. If a
hostname is entered in Unified ICM, a hostname must be entered in
Configuration Setup. If a hostname is used in one place and an IP