Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

March 2012

Problem

The agent is logged out unexpectedly.

Solution

Possible reasons are:

■

Another agent with the same ID or extension has logged in, causing
the first agent to be logged out.

■

A supervisor has logged the agent out.

■

The telephony service has failed.

■

The network has failed.

■

The phone has restarted.

Problem

The agent cannot log back into Agent Desktop after failover. The agent’s
PC is connected to the agent’s IP phone, which is connected to the LAN.
The PC and the phone are on the same subnet.

Solution

Due to this specific configuration, Agent Desktop is missing
queryagentstateconf and agentstateevent after failover. An attempt to
log back into Agent Desktop by clicking the Login button will fail. The
agent must restart Agent Desktop and then log in.

Problem

Agents can’t log into Agent Desktop.

Solution

During Unified ICM installation, an “Agent Login Required for Client
Events” check box is displayed. By default this check box is unchecked.
It must remain unchecked for agents to be able to log in. If the check
box was checked during Unified ICM installation, you must reinstall
Unified ICM and make sure the check box remains unchecked.

Problem

Users cannot log into a CAD application. The error message, “Could not
connect to the Cisco CTI OS server” is displayed. Some other possible