Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

March 2012

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The mobile phone number may need to include access codes, area
codes, and accounting codes depending on how the dial plan on
Unified ICM and/or Unified CM is configured.

For mobile agent mode that does not match agent desk settings:

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Agent is not set up in Unified ICM as a mobile agent. Change agent
desk setting in Unified ICM to appropriate mobile agent setting.

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Agent desk settings in Unified ICM may not match call mode
selected in CAD-BE. Select the same call mode as specified in
Unified ICM agent desk setting.

For no team found for agent:

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Agent does not belong to a team in Unified ICM. Associate the agent
with a team in Unified ICM.

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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 synchronize Directory services, then check if the agent
exists and belongs to the correct team in Desktop Administrator
under the Personnel node.

For CTI service that is offline:

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Make sure the CTI service is running and active again.

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The CTI service hostname/IP address specified in CAD
Configuration Setup is incorrect. Enter the correct values in CAD
Configuration Setup, save your changes, then restart the BIPPA
service.

For invalid state change:

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The agent is attempting to log in using a phone that is on a call.
Finish the call and log in when there is no call on the phone.

For CTI request timeout:

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The BIPPA service, CTI service, or Unified CM may be slow. Check
their CPU usage.

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The network may be slow.

For LRM service that is down:

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Start the LRM service if it is down.

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The LRM service will not become active until CAD Configuration
Setup runs successfully. Complete CAD Configuration Setup.