Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Fault Tolerance
April 2011
27
If the IP Phone Agent service that you are logged into fails, you will not be logged out of
the Computer Telephony Integration (CTI) service. You will still receive ACD calls,
provided that the required services, including CTI, are running.
the Computer Telephony Integration (CTI) service. You will still receive ACD calls,
provided that the required services, including CTI, are running.
If you attempt to log back into the IP Phone Agent service, you will see the Forced
Login screen. The Forced Login screen usually indicates that someone else is already
logged in with your agent ID, name, or extension. In this case, however, the “someone
else” is actually you, still logged into the CTI service.
Login screen. The Forced Login screen usually indicates that someone else is already
logged in with your agent ID, name, or extension. In this case, however, the “someone
else” is actually you, still logged into the CTI service.
If you are on a call when the service fails, you cannot log back in until the call ends.
The forced login function cannot log your agent ID, name, or extension out of the CTI
service unless your agent state is Ready. When you are on a call, however, your agent
state is Talking. You must wait until the call ends, when your agent state is set to
Ready. Then you can choose the forced login option. Choosing this option logs you out
of the CTI service and then logs you back into the IP Phone Agent service, the Cisco
Chat Service, and the CTI service.
The forced login function cannot log your agent ID, name, or extension out of the CTI
service unless your agent state is Ready. When you are on a call, however, your agent
state is Talking. You must wait until the call ends, when your agent state is set to
Ready. Then you can choose the forced login option. Choosing this option logs you out
of the CTI service and then logs you back into the IP Phone Agent service, the Cisco
Chat Service, and the CTI service.
If the connection between your IP phone and the CTI service is lost, your IP phone will
also lose its connection with the IP Phone Agent service. If you are on a call, you will
not lose the call, although data associated with the call might be lost. You can attempt
to log back into the IP Phone Agent service any time during or after the call. In a
redundant system, you can attempt to log into one of the backup IP Phone Agent
services.
also lose its connection with the IP Phone Agent service. If you are on a call, you will
not lose the call, although data associated with the call might be lost. You can attempt
to log back into the IP Phone Agent service any time during or after the call. In a
redundant system, you can attempt to log into one of the backup IP Phone Agent
services.
In the event of a service failure, data might be lost. For example, if the Cisco
Enterprise Service fails, enterprise data might be lost between the time the data is
sent and the call is delivered to your IP phone.
Enterprise Service fails, enterprise data might be lost between the time the data is
sent and the call is delivered to your IP phone.