Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

Cisco CAD Troubleshooting Guide

March 2012

4. Restart the Sync service and the VoIP Monitor service.

If CAD Configuration Setup starts in upgrade mode, complete the
following steps.

1. Choose the ICM Admin Workstation Distributor window. In the

Unified SCC Environment section, select Yes, and then click Apply.
Exit CAD Configuration Setup.

2. Restart the Sync service and the VoIP Monitor service.

Problem

When upgrading from 7.1 to 7.2, wrap-up data and reason codes are not
restored.

Solution

Complete the following steps.

1. Edit every backup file by changing the version number from 2.1.0 to

2.2.0. The version number appears at the beginning of the file. For
example:
[Version]
V=2.1.0

CAUTION: Use a clean text editor. Do not use Notepad or Wordpad
to edit the backup files. Both of these editors add a double byte
code at the beginning of the file that renders the file unreadable by
the backup and restore utility.

2. Restore the wrap-up data and reason codes manually from the

command line using CDBRTool.

Problem

When upgrading a replicated system running a CAD version before 7.5,
replication is re-established after upgrading only one of the servers.

Solution

Replication should not be re-established until after both servers have
been upgraded. If replication is inadvertently re-established after
upgrading only one of the servers, however, recover from this error by
completing the following steps.

1. Shut down replication.

2. Upgrade the server that has not yet been upgraded.

3. Restore the backup data.

4. Re-establish replication.