Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Desktop Presence Administrator Problems

March 2012

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6. Click the hyperlink for the directory number that is configured for 

the SME's device. The Directory Number Configuration page 
appears.

7. In the Users Associated with Line section, click Associate End 

Users. The Find and List Users page appears.

8. Select the user you want to associate with the directory number 

that is configured for the SME's device, then click Add Selected. The 
Directory Number Configuration page reappears and displays the 
user you just associated with this directory number.

9. Click Save to save your changes.

10. Log into Unified Presence Administration.

11. Choose Presence > Settings. The Cisco Unified Presence Settings 

page appears.

12. Verify that the CUCM SIP Publish Trunk is the same SIP trunk that is 

configured in Unified CM (step 3 above). 

Problem

An agent is not receiving chat messages.

Solution

This error occurs when an agent is logged into Unified Presence through 
two applications. An agent cannot be logged into Unified Presence 
through Unified Personal Communicator and through Agent 
Desktop/Supervisor Desktop at the same time, even if the usernames 
are different.

Problem

When an agent receives a transferred call, the enterprise data is not 
correct.

Solution

Call waiting is not supported in CAD. If call waiting is enabled, 
enterprise data might not be correct in certain circumstances. For 
example, if an agent is on a call and a new call is routed to that agent, if 
that agent transfers the original call to another agent, the second 
agent's desktop might display enterprise data for the new call, rather 
than the original call.