Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

72

March 2012

Problem

After an agent or supervisor logs into Agent Desktop or Supervisor 
Desktop, an error message appears, stating that the login that was 
entered is not valid for Unified Presence.

Solution

Agent Desktop and Supervisor Desktop automatically try to use the 
same credentials to log into Unified Presence that were used to log into 
the desktop application. If the Unified Presence credentials are 
different, the agent or supervisor will have to enter the credentials 
manually. An alternate solution is to use the same credentials for the 
Unified Presence server as the credentials for the CAD desktop 
application.

Problem

An agent cannot initiate a call to an SME in the Contact Selection 
window because the call control options in the Actions menu are 
inactive.

Solution

Agent Desktop cannot retrieve the SME's phone number from the 
Unified Presence server. Verify that a phone number is configured for 
the SME in Unified Presence. 

Problem

An SME's presence status is displayed as Available in the Contact 
Selection window, even when the SME is already on a call. 

Solution

Unified Presence is not configured to monitor the SME's phone status.

To configure Unified Presence to monitor phone status, complete the 
following steps.

1. Log into Unified CM Administration. 

2. Choose Device > Trunk. The Find and List Trunks page appears.

3. Verify that there is a trunk of type SIP Trunk and that the destination 

address of the trunk is the IP address of your Unified Presence 
server.

4. Choose Device > Phone. The Find and List Phones page appears.

5. Find and click the hyperlink for the device that corresponds to the 

SME's Unified Personal Communicator. The Phone Configuration 
page appears.