Troubleshooting Guide

Cisco CAD Troubleshooting Guide
102 March 2012
Supervisor Desktop Problems
Problem The ASA (average speed of answer) statistic is not being updated in the
real-time displays in Supervisor Desktop.
Solution The data for this statistics comes from the ICM Admin Workstation HDS
database. If any entries on the following windows in the Agent Desktop
Configuration Setup tool were changed, Supervisor Desktop will not be
able to retrieve current statistics:
■ ICM Admin Workstation Distributor window
■ ICM Admin Workstation Database window
If these windows were updated, you must stop and restart each
Recording and Statistics service in the system in order for the new
information to register properly in Directory services.
Problem A supervisor using Windows XP was able to start Supervisor Desktop,
but was not able to load a team or display any agent information.
Solution Windows XP can be configured so that the Internet Connection Firewall
(ICF) is active. ICF acts by keeping track of all traffic to and from the
computer; it will only allow information through that has originated from
that particular computer. If a message originates from outside the
computer, it will be discarded.
To solve this problem, either turn off ICF (requires someone with
administrator rights to the computer) or override the defaults to include
known “good” connections like the CAD servers.
Open the System control panel. In the System Properties dialog, select
the Advanced tab. Click the Environment Variable button and then Add
to add OMNIORB_USEHOSTNAME and the IP address to the System
Variable list.