Cisco Cisco Agent Desktop 8.5 Referências técnicas
Service Auto-recovery
May 2007
23
When Agent Desktop or Supervisor Desktop detects that it is unable to communicate
with a service (generally within one minute of the service failure), the application
status bar displays “Partial Service” or “No Service” to indicate some or all of the
services have failed.
with a service (generally within one minute of the service failure), the application
status bar displays “Partial Service” or “No Service” to indicate some or all of the
services have failed.
When Agent Desktop or Supervisor Desktop detects that the service is again available
(usually within one minute of service recovery), the status bar displays “In Service” to
indicate the services have recovered.
(usually within one minute of service recovery), the status bar displays “In Service” to
indicate the services have recovered.
To learn more about what is affected by the service failure, double-click the status
message on the status bar. The application displays a popup box that lists the
application features and indicates if that feature is available or not due to the service
outage.
message on the status bar. The application displays a popup box that lists the
application features and indicates if that feature is available or not due to the service
outage.
CAD-BE
CAD-BE displays a dialog box when a service goes down or comes back up. If the
Browser and IP Phone Agent (BIPPA) Service is down, all ACD, call control, task, and
workflow capabilities are disabled. CAD-BE attempts to reconnect to the service. If it is
unable to do so and there is a redundant BIPPA Service, it automatically attempts to
connect to the redundant BIPPA Service.
Browser and IP Phone Agent (BIPPA) Service is down, all ACD, call control, task, and
workflow capabilities are disabled. CAD-BE attempts to reconnect to the service. If it is
unable to do so and there is a redundant BIPPA Service, it automatically attempts to
connect to the redundant BIPPA Service.
If CAD-BE is unable to connect to the BIPPA Service specified by the URL during the
initial login attempt, it does not attempt to reconnect or failover to the redundant
BIPPA Service. The agent must use the URL that points to the redundant BIPPA
Service.
initial login attempt, it does not attempt to reconnect or failover to the redundant
BIPPA Service. The agent must use the URL that points to the redundant BIPPA
Service.
If the CTI service is down, ACD and call control capabilities are disabled.
Browser and IP Phone Agent Service
The Browser and IP Phone Agent (BIPPA) Service pushes an error screen to all the
logged in IP phone agents when it detects a failover in Cisco Unified Intelligent Contact
Management (Unified ICM). During the time it is unable to communicate with Unified
ICM, any attempt to change agent state or perform other IP Phone Agent functionality
returns the service error screen.
logged in IP phone agents when it detects a failover in Cisco Unified Intelligent Contact
Management (Unified ICM). During the time it is unable to communicate with Unified
ICM, any attempt to change agent state or perform other IP Phone Agent functionality
returns the service error screen.
If the BIPPA Service goes down and there is a redundant BIPPA Service, the agent
must select the redundant service on the IP phone list of services.
must select the redundant service on the IP phone list of services.
VoIP Monitor Service
NOTE: The VoIP Monitor Service is not used with Unified
Communications Manager-based monitoring.
Communications Manager-based monitoring.