Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

46

March 2012

Agent Desktop Problems

Problem

An agent logs into Agent Desktop and can receive direct calls and 
change agent state, but cannot receive ACD calls.

Solution

The agent’s extension is configured in Unified CM, but is not in the 
Unified ICM Device Target list. Configure the extension’s device target 
and label for full functionality.

Problem

An agent receives an ACD call, but the route point does not show up in 
the call history.

Solution

Unified ICM Configuration Manager must be configured to enable route 
points to appear in call history. 

In Unified ICM Configuration Manager, choose Tools > List Tools > 
Dialed Number/Script Selector List, and on the Dialed Numbers tab, 
check the Permit application routing check box.

Problem

An agent receives the error message, “Request Operation Failed.” 
However, the agent has made no call control requests.

Solution

This message is displayed when a supervisor is attempting to barge in 
or intercept an agent’s call, and the attempt fails. The barge-in or 
intercept action is actually made on the agent’s desktop, and so the 
agent receives the resulting error message.

The agent can ignore the error message, close the message dialog box, 
and continue as before.

Problem

The CPU usage on an agent’s PC has gone to 99%, and the PC has 
locked up.

Solution

This can happen when you disable the sniffing adapter through the 
Windows Network and Dialup Connections window while Agent Desktop 
is running and is being monitored and/or recorded by the supervisor or