Cisco Cisco Agent Desktop 8.5 Referências técnicas

Cisco IP Phone Agent Problems

May 2007

271

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If using the Unified CM authentication URL (the URL that points to 
authenticate.asp), make sure that the correct BIPPA user and 
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 in to the phone.

■

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

■

Verify that the enterprise data does not contain the following 
symbols:

left and right angle brackets (< >)
ampersand (&)
apostrophe (‘)
double quote (")
space ( )

Problem

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

Solution

The reason codes configured in Unified ICM or wrapup 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 wrapup 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.