Cisco Cisco Computer Telephony Integration Option 8.5 Guia De Resolução De Problemas
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
1-16
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Symptom
Agent cannot receive any customer calls but can receive calls to the
extension.
Possible Cause
If an agent is having trouble receiving customer calls, try the
following steps:
–
Ensure that your agent is properly logged into the system and is in a state
that allows it to receive calls (e.g. on most ACD systems, your agent must
be in the Available state in order to receive customer calls. An agent can
receive agent-to-agent calls in both Available and Not Ready states).
that allows it to receive calls (e.g. on most ACD systems, your agent must
be in the Available state in order to receive customer calls. An agent can
receive agent-to-agent calls in both Available and Not Ready states).
–
Check your ICM software configuration and ensure that your agent
belongs to a queue that gets calls routed to it by the ICM. (Refer to the
ICM Administration Guide for Cisco ICM Enterprise Edition for more
information on how to do this.)
belongs to a queue that gets calls routed to it by the ICM. (Refer to the
ICM Administration Guide for Cisco ICM Enterprise Edition for more
information on how to do this.)