Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

70

March 2012

Desktop Presence Administrator Problems

Problem

No names are found when searching for subject matter experts from 
the Contact List page.

Solution

This error occurs when the Unified Presence cluster login credentials 
are not configured correctly. The user specified on the Cisco Unified 
Presence Cluster Settings page must be able to perform SOAP queries 
and must be associated with the same profile in LDAP that agents are 
associated with.

Solution

To verify the credentials, complete the following steps. 

1. Choose Cisco Unified Presence Settings > Cisco Unified Presence 

Cluster Settings. 

2. Verify that the correct login is entered in the AXL Login ID field.

3. Type the correct AXL password in the Password field.

4. Click Verify to test the credentials you just entered. A message 

should appear, stating that the transaction was successful.

5. Click Save.

Problem

A subject matter expert cannot log into Cisco Unified Personal 
Communicator.

Solution

When a subject matter expert attempts to log into Unified Personal 
Communicator, the error message "401 (Unauthorized)" appears.

This error occurs when the incoming Access Control List (ACL) in Unified 
Presence is not configured correctly. The ACL allows you to configure 
patterns that control which hosts and domains can access Unified 
Presence. To enable SMEs to access Unified Presence from Unified 
Personal Communicator, you must add an entry for "all" to the incoming 
ACL. 

To add the "all" entry as an incoming ACL, complete the following steps.

1. Log into Unified Presence Administration. 

2. Choose System > Security > Incoming ACL. The Find and List 

Allowed Incoming Hosts page appears.