Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco CAD Service Information
274
May 2007
Problem
The sound is lagged. There is a noticeable delay between when the
agent speaks and when I hear the sound on the PC sound card.
agent speaks and when I hear the sound on the PC sound card.
Solution
A little lag time is normal. Since the voice is being sent in discrete
packets across the network, which may have some delay variance. The
software buffers up a few seconds before playback. Try adjusting the
Jitter Buffer registry entry. You may be able to set it as low as 50 ms,
however, if the network gets congested this may cause the monitor to
sound choppy.
packets across the network, which may have some delay variance. The
software buffers up a few seconds before playback. Try adjusting the
Jitter Buffer registry entry. You may be able to set it as low as 50 ms,
however, if the network gets congested this may cause the monitor to
sound choppy.
Problem
The supervisor scrolled the Data View (or Message View) pane sideways
to view more information, and the toolbar icons disabled.
to view more information, and the toolbar icons disabled.
Solution
Click anywhere in the Team View pane to enable the toolbar again.
Problem
The supervisor clicked the Record button to record an agent
conversation and nothing happened.
conversation and nothing happened.
Solution
There is no visible message displayed if a recording fails. If nothing
happens, assume that the request failed. You will know that a recording
succeeds if the icon next to the agent’s conversation in the Team View
pane changes to the recording icon.
happens, assume that the request failed. You will know that a recording
succeeds if the icon next to the agent’s conversation in the Team View
pane changes to the recording icon.
Problem
The supervisor tried to change an agent’s state and nothing happened.
Solution
There is no visible message displayed if an agent state change request
fails. If nothing happens, assume that the request failed. You will know
that an agent state change succeeds if the icon next to the agent’s
name in the Team View pane changes to the current agent state icon.
fails. If nothing happens, assume that the request failed. You will know
that an agent state change succeeds if the icon next to the agent’s
name in the Team View pane changes to the current agent state icon.
Problem
Supervisor Desktop is no longer displaying any skills statistics.
Solution
The supervisor is also an agent logged into the ACD. If the supervisor is
inactive (in the Not Ready state) long enough he or she is logged out of
the ACD (the length of Not Ready time before logout is set up in the
Agent Desk Settings in Unified ICM.)
inactive (in the Not Ready state) long enough he or she is logged out of
the ACD (the length of Not Ready time before logout is set up in the
Agent Desk Settings in Unified ICM.)