Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

CAD-BE Problems

March 2012

61

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The telephony service has failed.

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The network has failed.

Problem

The agent is participating in a blind conference call, but cannot see all 
parties on the call.

Solution

A blind conference is defined as adding an alerting party to a 
conference. All parties on a blind conference call might not show up in 
either Supervisor Desktop, Agent Desktop or CAD-BE. This is a limitation 
of the CTI service software.

Problem

The agent logs into CAD-BE 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 is on a call and presses the Work Ready button, but CAD-BE 
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.

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.

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.