Cisco Cisco Agent Desktop 8.5 Guia De Resolução De Problemas

IP Phone Agent Problems

March 2012

81

password (as specified in CAD Configuration Setup) exists in 
Unified CM and that the phone is associated with this user.

■

The agent’s phone was not rebooted after changes were made in 
Unified CM. If a soft reboot does not work, try a hard reboot (unplug 
the power cord and plug it back in).

■

Verify that the agent is logged into the phone.

■

Verify that if the agent logs into CAD using the same phone and 
user ID, enterprise data does pop correctly.

Problem

The agent sees nonsense characters in enterprise data, reason codes, 
or wrap-up data.

Solution

The reason codes configured in Unified ICM or wrap-up data configured 
in Desktop Administrator contain characters not supported by the 
phone. Examples are multibyte Chinese or Kanji characters. Make sure 
that no unsupported characters are used when configuring reason 
codes and wrap-up data.

Problem

A supervisor cannot record or monitor an IP Phone Agent agent.

Solution

Possible reasons for this problem include the following:

■

The phone is not set up for SPAN port monitoring.

■

Unified CM-based monitoring is being used and the IP phone that 
the agent is using does not support that feature.