Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Login and Logout Problems
March 2012
87
error messages are: “The Cisco IPCC Enterprise CTI Server is offline.”
and “Cannot connect to BIPPA Service.”
and “Cannot connect to BIPPA Service.”
Conditions: The Unified ICM server’s firewall is enabled.
Solution
Exceptions must be made in the Unified ICM server’s firewall in order
for the CAD applications to connect. This can be done through the use
of a utility called ICMfwConfig, which is located on the Unified ICM
installation CD. This utility allows all traffic from Unified ICM/IPCC
applications through the firewall by adding the appropriate ports and
applications to the firewall exception list. Use of this utility is
documented in the Security Best Practices Guide for ICM and IPCC
Enterprise.
for the CAD applications to connect. This can be done through the use
of a utility called ICMfwConfig, which is located on the Unified ICM
installation CD. This utility allows all traffic from Unified ICM/IPCC
applications through the firewall by adding the appropriate ports and
applications to the firewall exception list. Use of this utility is
documented in the Security Best Practices Guide for ICM and IPCC
Enterprise.
Problem
The agent is unable to log in. The agent sees an error message after
clicking OK on the Login dialog that indicates the likely cause of login
failure. CAD-BE log also shows “CADBE3003: Unable to login agent.
Cause <error code:error description >.”
clicking OK on the Login dialog that indicates the likely cause of login
failure. CAD-BE log also shows “CADBE3003: Unable to login agent.
Cause <error code:error description >.”
Solution
For invalid agent ID/name and/or password:
■
Wrong agent ID/name and/or password was entered. Try again and
enter the correct information. You may want to reenter the agent
password in Unified ICM to be sure you have the right password.
enter the correct information. You may want to reenter the agent
password in Unified ICM to be sure you have the right password.
■
The agent was configured correctly in Unified ICM but the Sync
service has not synchronized CAD's LDAP database to Unified ICM.
Make sure the Sync service is running. In Desktop Administrator,
manually synchronized Directory Services. Then check whether the
agent exists in Desktop Administrator under the Personnel node.
service has not synchronized CAD's LDAP database to Unified ICM.
Make sure the Sync service is running. In Desktop Administrator,
manually synchronized Directory Services. Then check whether the
agent exists in Desktop Administrator under the Personnel node.
For invalid phone configuration (regular agent):
■
Wrong phone extension was entered. Try again and enter the
correct information.
correct information.
■
Make sure the phone is associated with the PG user on Unified CM
if is logging in as non-mobile agent.
if is logging in as non-mobile agent.
■
Phone is not pointing to right Unified CM.
■
Non-mobile agent is using CTI port instead of extension.
For invalid phone configuration (mobile agent):
■
Make sure the extension is a valid CTI port configured in Unified CM
and Unified ICM that is not currently used by someone else.
and Unified ICM that is not currently used by someone else.