Cisco Cisco Agent Desktop 8.5 Referências técnicas
CAD Service Problems
May 2007
237
Problem
No screen pops appear when the user makes calls to and from devices.
Solution
Try the following:
■
Check to see if CTI Server is running.
■
Check to see if an agent is logged in to the device.
■
Check if the device is configured on Unified ICM.
Problem
Enterprise data does not appear on the IP Phone Agent’s IP phone
when the phone rings or when the phone is answered.
when the phone rings or when the phone is answered.
Solution
Verify that the following conditions hold:
■
The agent is logged into the phone
■
The authentication URL set up in Unified CM uses an IP address
instead of a hostname
instead of a hostname
■
Unified CM has the BIPPA user and password specified in
Configuration Setup
Configuration Setup
■
The IP phone is associated with the BIPPA user (also specified in
Configuration Setup) in Unified CM
Configuration Setup) in Unified CM
■
The enterprise data field labels do not contain any of the
following symbols:
following symbols:
‘apostrophe
“double quote
(space)spacebar
These symbols prevent enterprise data from being displayed on
the IP phone.
the IP phone.
■
if the agent logs into Cisco Agent Desktop using the same phone
and user ID, enterprise data does appear correctly
and user ID, enterprise data does appear correctly
Log the agent out, unplug the phone, and then plug it back in. This
ensures there is a hard reset. This might be necessary if the phone
previously pointed to a different Unified CM.
ensures there is a hard reset. This might be necessary if the phone
previously pointed to a different Unified CM.