Troubleshooting Guide

Cisco CAD Troubleshooting Guide

106 March 2012

The ID is the extension stored in Phonedev.ini (located in the config

folder). Phonedev.ini is populated with the extension field from the

Problem The supervisor is viewing a blind conference call, but cannot see all

parties on the call.

Solution In Agent Desktop and CAD-BE, a blind conference is defined as adding

an alerting party to a conference. All parties on a blind conference call

may not show up in either Supervisor Desktop, CAD-BE, or Agent

Desktop. This is a limitation of the CTI server software.

Problem When Supervisor Desktop starts, it does not get automatically updated.

Solution Automated updates are disabled for Windows Vista. Other options are:

■

Manual “over-the-top” installation

■

Push installation

Problem A supervisor is monitoring an agent’s call and the call ends. The agent’s

state continues to appear as talking in the agent title bar.

Solution After the agent changes state, the state in the title bar will be updated

correctly.

Problem The system is configured to use Unified CM-based monitoring. The

supervisor selects an agent’s call, but the Barge-in and Intercept

buttons are disabled.

Solution The supervisor must stop monitoring before doing a barge-in or

intercept.