Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco Agent Desktop Problems
May 2007
247
Cisco Agent Desktop Problems
Problem
The agent logs into Agent Desktop and can receive direct calls and
change agent state, but cannot receive ACD calls.
change agent state, but cannot receive ACD calls.
Solution
The agent’s extension is configured in Unified CM, but is not in the
Unified ICM Device Target list. Configure the extension’s device target
and label for full functionality.
Unified ICM Device Target list. Configure the extension’s device target
and label for full functionality.
Problem
The agent receives an ACD call, but the route point did not show up in
the call history.
the call history.
Solution
Unified ICM Configuration Manager must be configured to enable route
points to appear in call history.
points to appear in call history.
In Unified ICM Configuration Manager, select Tools > List Tools > Dialed
Number/Script Selector List, and on the Dialed Numbers tab, check the
Permit application routing check box.
Number/Script Selector List, and on the Dialed Numbers tab, check the
Permit application routing check box.
Problem
The agent cannot log back into Agent Desktop after failover. The agent’s
PC is connected to the agent’s IP phone, which is connected to the LAN.
The PC and the phone are on the same subnet.
PC is connected to the agent’s IP phone, which is connected to the LAN.
The PC and the phone are on the same subnet.
Solution
Due to this specific configuration, Agent Desktop is missing
queryagentstateconf and agentstateevent after failover. An attempt to
log back into Agent Desktop by clicking the Login button will fail. The
agent must restart Agent Desktop and then log in.
queryagentstateconf and agentstateevent after failover. An attempt to
log back into Agent Desktop by clicking the Login button will fail. The
agent must restart Agent Desktop and then log in.
Problem
The agent receives the error message, “Request Operation Failed.”
However, the agent has made no call control requests.
However, the agent has made no call control requests.
Solution
This message is displayed when a supervisor is attempting to barge in
or intercept an agent’s call, and the attempt fails. The barge-in or
intercept action is actually made on the agent’s desktop, and so the
agent receives the resulting error message.
or intercept an agent’s call, and the attempt fails. The barge-in or
intercept action is actually made on the agent’s desktop, and so the
agent receives the resulting error message.