Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas
Cisco CAD Troubleshooting Guide
80
March 2012
Problem
The agent sees an error message that the BIPPA service is not active.
Solution
Some solutions:
■
The system is set up with redundant CAD services and the agent
has selected the standby IP Phone Agent service instead of the
active service. For redundant CAD services, there should be two IP
Phone Agent services set up in Unified CM, pointing to IP Phone
Agent services on different servers, and all IPPA agent phones must
be subscribed to both services.
has selected the standby IP Phone Agent service instead of the
active service. For redundant CAD services, there should be two IP
Phone Agent services set up in Unified CM, pointing to IP Phone
Agent services on different servers, and all IPPA agent phones must
be subscribed to both services.
■
On a nonredundant system, if the LRM service is down, then the
BIPPA service will become standby. Restart the LRM service.
BIPPA service will become standby. Restart the LRM service.
■
The BIPPA service will not become active until CAD Configuration
Setup is completed successfully. Complete all windows in CAD
Configuration Setup.
Setup is completed successfully. Complete all windows in CAD
Configuration Setup.
■
Desktop Administrator, Agent Desktop, or Supervisor Desktop was
installed on the same computer as the CAD services. They clear a
registry key (IOR Hostname under Site Setup) required by the BIPPA
service. Set the registry to the IP address of the CAD services
computer.
installed on the same computer as the CAD services. They clear a
registry key (IOR Hostname under Site Setup) required by the BIPPA
service. Set the registry to the IP address of the CAD services
computer.
Problem
The agent gets the Force Login screen when trying to log in, but
attempting to force the login does not work.
attempting to force the login does not work.
Solution
The agent is using an agent ID that is already logged in on another
extension, or using an extension that is already logged in with a
different agent ID. Forced logins work only for the same ID/extension
pair. Use a different agent ID or extension, or find the other user and
have them log out.
extension, or using an extension that is already logged in with a
different agent ID. Forced logins work only for the same ID/extension
pair. Use a different agent ID or extension, or find the other user and
have them log out.
Problem
The agent does not see the Enterprise Data screen when
receiving/answering a call, receiving Skill Statistics screen updates, or
seeing the Wrap-up screen.
receiving/answering a call, receiving Skill Statistics screen updates, or
seeing the Wrap-up screen.
Solution
Some solutions:
■
The authentication URL in Unified CM has a hostname and the
phone could not resolve it. Use the IP address instead.
phone could not resolve it. Use the IP address instead.
■
If using the Unified CM authentication URL (the URL that points to
authenticate.jsp), make sure that the correct BIPPA user and
authenticate.jsp), make sure that the correct BIPPA user and