Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Cisco CAD Troubleshooting Guide
52
March 2012
Agent State Problems
Problem
Sometimes while talking on a call, the agent is unable to change the
agent state to Not Ready. As a result the agent keeps receiving calls
from the ACD, even after closing the application.
agent state to Not Ready. As a result the agent keeps receiving calls
from the ACD, even after closing the application.
Solution
A task in Unified CM administration is associating devices with RmCm
users. The peripheral gateway RmCm user should be associated with
agent telephones. The IP IVR JTAPI user should be associated with the
CTI ports corresponding to the virtual ports on the IP IVR.
users. The peripheral gateway RmCm user should be associated with
agent telephones. The IP IVR JTAPI user should be associated with the
CTI ports corresponding to the virtual ports on the IP IVR.
Each of these device categories is distinct. A device cannot belong to
more than one category. Failure to assign a device to exactly one
category can cause problems.
more than one category. Failure to assign a device to exactly one
category can cause problems.
Problem
An agent is on a call and presses the Not Ready button, but when the
call ended, the agent is placed in a Work Not Ready state.
call ended, the agent is placed in a Work Not Ready state.
Solution
If the Work Mode defined in the Unified ICM database is set to Required
or Required with Data, transitions to Ready or Not Ready while you are
on a call will actually transition to Work Ready or Work Not Ready
respectively once the call ends.
or Required with Data, transitions to Ready or Not Ready while you are
on a call will actually transition to Work Ready or Work Not Ready
respectively once the call ends.
Problem
An agent is on a call and presses the Work Ready button, but Agent
Desktop keeps displaying the message, “Unable to change agent
state.”
Desktop keeps displaying the message, “Unable to change agent
state.”
Solution
If the Work Mode defined in the Unified ICM database is set to Not
Allowed, transitions to Work Ready and Work Not Ready will fail.
Allowed, transitions to Work Ready and Work Not Ready will fail.